Shipping Policy

Shau Brands is committed to delivering your orders quickly and efficiently. This policy outlines our shipping practices, delivery times, and fees.

1. Shipping Locations

We currently ship to locations across Kenya. Delivery availability and fees are calculated based on your location at checkout.

Delivery Areas

We deliver to:

• Nairobi & Environs: All areas within Nairobi County
• Major Towns: Mombasa, Kisumu, Nakuru, Eldoret, Thika, and other major towns
• Upcountry: Most locations across Kenya (delivery times may vary)

Note: Some remote or hard-to-reach areas may have limited delivery options or require additional fees. We will contact you if this applies to your location.

2. Shipping Fees

Delivery fees are calculated based on your location and displayed at checkout before you complete your order.

Typical Delivery Fees

• Nairobi CBD: Starting from KES 200
• Nairobi Suburbs: KES 250 - KES 400
• Nearby Towns: KES 300 - KES 500
• Upcountry: KES 400 - KES 800 (depending on location)

Free Shipping: We occasionally offer free shipping promotions. Check our homepage or subscribe to our newsletter for updates!

3. Processing Time

Order processing times vary based on payment status and product availability:

• Payment Confirmed: Orders are processed within 1-2 business days after payment confirmation
• In Stock Items: Ready to ship immediately after processing
• Pre-Order Items: Processing time as indicated on product page

Note: Business days are Monday through Friday, excluding public holidays in Kenya.

4. Delivery Time

Estimated Delivery Times

• Nairobi: 1-3 business days
• Major Towns: 2-4 business days
• Upcountry: 3-7 business days

Important: These are estimates, not guarantees. Actual delivery times may vary due to:

• Courier schedules and capacity
• Weather conditions
• Public holidays
• Location accessibility
• High demand periods (e.g., holidays)

5. Shipping Method

We partner with trusted courier services in Kenya to ensure safe and timely delivery. Our couriers include:

• Local courier services
• Nationwide delivery partners

Courier selection is based on your location and order details to ensure the best service.

6. Order Tracking

Once your order ships, you will receive:

• Email notification with shipping confirmation
• SMS update with delivery status
• Tracking information (when available from courier)

You can also track your order by:

1. Logging into your account
2. Viewing "My Orders"
3. Clicking on the specific order to see its status

7. Delivery Process

What to Expect

1. Courier Contact: Our courier will call you before delivery
2. Delivery Window: They will arrange a convenient delivery time
3. ID Verification: You may be asked to show ID for security
4. Package Inspection: You can inspect the package before accepting
5. Signature: Sign to confirm receipt

Recipient Requirements

• Someone over 18 must be available to receive the package
• If you're unavailable, courier may attempt redelivery or leave notice
• Packages may be held at courier facility for pickup if delivery fails

8. Damaged or Lost Packages

Damaged Packages

If your package arrives damaged:

• Do not accept the delivery if damage is visible
• Take photos of the damage immediately
• Report within 48 hours to support@gmail.com
• We will arrange for replacement or refund

Lost Packages

If your package doesn't arrive:

1. Check estimated delivery time
2. Contact us if package is more than 2 days late
3. We will investigate with the courier
4. If package is confirmed lost, we will reship or refund

9. Failed Deliveries

Delivery may fail if:

• Recipient is unavailable after multiple attempts
• Address is incomplete or incorrect
• Recipient refuses to accept package

Failed Delivery Process:

1. Courier will attempt contact via phone
2. Package held at courier facility for 5-7 days
3. You can arrange pickup or redelivery (additional fees may apply)
4. After holding period, package is returned to us
5. Refund issued minus shipping costs and restocking fee (if applicable)

10. Address Accuracy

Please ensure your delivery address is:

• Complete: Include building name, floor, apartment number
• Accurate: Double-check spelling of streets and landmarks
• Updated: Use current contact phone number

Address Changes: Contact us immediately if you need to change the delivery address. Changes can only be made before the order ships.

11. Customs and Import Duties

Currently, we only ship within Kenya. If we expand to international shipping in the future, any customs duties or import taxes will be the customer's responsibility.

12. Peak Seasons

During peak shopping periods (holidays, sales events), please expect:

• Longer processing times (3-5 business days)
• Extended delivery times
• Higher courier volumes

We recommend ordering early during these periods. We will communicate any delays via email or SMS.

13. Contact Us

For shipping inquiries:

• Email: shipping@gmail.com
• Phone: +254 XXX XXX XXX
• Hours: Monday - Friday, 9 AM - 6 PM EAT