Question 1

How do I track my shipment?

Accepted Answer

Enter your waybill or tracking number on our Track a Shipment page, or message Nala, our AI assistant, in the chat bubble on this site. You’ll see live status updates from pickup to delivery.

Question 2

How long does delivery take?

Accepted Answer

Domestic deliveries within major Kenyan towns are typically same-day to next-day. International deliveries usually take 2–7 business days depending on the destination and service level selected at booking.

Question 3

Do you offer same-day delivery?

Accepted Answer

Yes — same-day delivery is available within Nairobi and other major towns for shipments booked before the daily cut-off time. Ask our team for cut-off times in your area.

Question 4

What happens if my package is lost or damaged?

Accepted Answer

Contact our customer service team within 30 days of the shipment date with your waybill number and, for damage, photos taken on delivery. We’ll investigate and settle valid claims in line with our Terms of Service.

Question 5

What items can’t be shipped?

Accepted Answer

Cash, firearms, illegal drugs, hazardous materials, and counterfeit goods are prohibited, along with perishables, live animals, and human remains unless specifically pre-arranged with us. See our Terms of Service for the full list.

Question 6

How is my shipping cost calculated?

Accepted Answer

Charges are based on actual or volumetric weight (whichever is greater), the destination zone, the service type, a fuel surcharge, and 16% VAT.

Question 7

Do you charge a fuel surcharge?

Accepted Answer

Yes — like most courier and freight carriers, we apply a fuel surcharge that is reviewed periodically based on fuel prices. See our Fuel Surcharge page for the current rate.

Question 8

What payment methods do you accept?

Accepted Answer

We accept M-Pesa, major debit/credit cards, and approved business credit accounts billed through our customer portal.

Question 9

Do you handle customs clearance?

Accepted Answer

Yes — our customs team clears shipments at origin and destination for international shipments and can advise on the documentation needed for your goods.

Question 10

Who pays customs duties and taxes?

Accepted Answer

This depends on the delivery terms agreed at booking (for example DDP vs. DDU) — usually the consignee, unless the shipper has prepaid duties.

Question 11

Which countries do you ship to?

Accepted Answer

Through our global network we reach over 209 territories worldwide, in addition to all 47 counties in Kenya.

Question 12

How do I open a business account?

Accepted Answer

Register on our customer portal or contact our sales team — business accounts get access to negotiated rates, consolidated invoicing, and a dedicated account manager.

Question 13

Can I connect SkyNet to my online store?

Accepted Answer

Yes — we offer a free WooCommerce plugin, a Shopify app, and a REST API so you can generate live rates and labels automatically. See our Products & Integrations page.

Question 14

Do you offer pickup/collection service?

Accepted Answer

Yes — you can request a pickup from your home or business through the customer portal, by asking Nala in our chat widget, or by calling our customer service team.

Question 15

What are your office hours?

Accepted Answer

Monday–Friday 8:00am–7:00pm and Saturday 9:00am–5:00pm. See our Contact page for branch addresses and phone numbers.

Frequently Asked Questions

Shipping & Delivery

Payments & Pricing

Customs & International

Business & Accounts

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