Shipping & Delivery Policy

1. Shipping Coverage

We deliver Epimax products nationwide across Kenya. Whether you're in Nairobi, Mombasa, Kisumu, Nakuru, or any other town, we've got you covered!

2. Shipping Rates

2.1 Within Nairobi

• Standard Delivery: KSh 200 (1-2 business days)
• FREE Delivery: On orders above KSh 10,000
• Same-Day Delivery: KSh 400 (Order before 2 PM)

2.2 Outside Nairobi

• Major Towns: KSh 300 (Mombasa, Kisumu, Nakuru, Eldoret, Thika)
• Other Locations: KSh 400-600 depending on distance
• FREE Delivery: On orders above KSh 3,000 nationwide

3. Order Processing Time

Orders are processed within:

• Weekdays (Mon-Fri): Orders placed before 2 PM are processed the same day
• Weekends (Sat-Sun): Orders placed on weekends are processed on Monday
• Public Holidays: No processing; orders resume the next business day

4. Delivery Timeline

Location	Estimated Delivery
Nairobi CBD & Suburbs	1-2 business days
Mombasa, Kisumu, Nakuru	2-3 business days
Other Major Towns	3-4 business days
Remote Areas	4-5 business days

Note: Delivery times are estimates and may vary due to unforeseen circumstances such as weather, courier delays, or public holidays.

5. Order Tracking

Once your order is dispatched, you'll receive:

• SMS notification with tracking details
• Email confirmation with courier information
• Tracking number to monitor your delivery

You can track your order by:

• Clicking the tracking link in your email/SMS
• Visiting the courier's website with your tracking number
• Contacting our customer service for updates

6. Delivery Partners

We work with trusted courier services including:

• G4S Courier Services - Nationwide delivery
• Fargo Courier - Express delivery
• Posta Kenya - Standard delivery
• Local delivery partners - For faster Nairobi deliveries

We select the most appropriate courier based on your location and delivery requirements.

7. Delivery Requirements

To ensure successful delivery:

• Provide accurate details: Ensure delivery address and phone number are correct
• Be available: Someone must be present to receive the package
• Answer courier calls: Our courier will call before delivery
• Valid ID required: Be prepared to show ID upon delivery
• Inspect package: Check for any visible damage before signing

8. Failed Delivery Attempts

If delivery fails due to recipient unavailability or incorrect address:

• Courier will attempt to contact you via phone
• A second delivery attempt will be scheduled (may incur additional fees)
• After 2 failed attempts, package will be returned to us
• Reshipment fees will apply for returned packages
• You'll be notified of each failed attempt

To avoid failed deliveries:

• Provide accurate phone number and address
• Ensure someone is available during delivery hours
• Respond promptly to courier calls
• Provide clear delivery instructions if needed

9. Delivery Restrictions

9.1 P.O. Box Deliveries

Unfortunately, we cannot deliver to P.O. Boxes. Please provide a physical street address for delivery.

9.2 Remote or High-Risk Areas

We may be unable to deliver to:

• Areas deemed unsafe by our courier partners
• Extremely remote locations with no courier access
• Military or restricted zones

We'll notify you during checkout if your area is unserviceable and offer alternative solutions such as pickup from the nearest collection point.

10. International Shipping

Currently, we only ship within Kenya. We're working on expanding to East Africa soon!

Subscribe to our newsletter to be notified when international shipping becomes available. We plan to expand to:

• Uganda
• Tanzania
• Rwanda
• Other East African countries

11. Damaged or Lost Packages

11.1 Damaged Packages

If your package arrives damaged:

• Do not accept delivery if damage is visible
• Take photos of the damaged package
• Contact us within 48 hours of delivery
• Provide: Order number, photos of damage, description
• We'll arrange: Free replacement or full refund

11.2 Lost Packages

If your package doesn't arrive within the estimated delivery time:

• Wait 2 business days beyond estimated delivery
• Contact us with your order number and tracking details
• We'll investigate with the courier immediately
• If lost, we'll send a replacement or issue a full refund

12. Shipping During Peak Periods

During high-demand periods (holidays, sales events), please note:

• Processing times may be extended by 1-2 business days
• Delivery times may be longer than usual
• We'll notify you of any delays
• Order early to ensure timely delivery

Peak periods include:

• Christmas and New Year season (December)
• Black Friday sales (November)
• Easter holidays
• Back-to-school season (January, May, September)

13. Delivery Signature Requirements

For security purposes:

• All deliveries require a signature upon receipt
• Valid ID (National ID, Passport, or Driver's License) may be required
• Someone 18+ years must be present to receive the package
• Courier will not leave packages unattended

14. Special Delivery Instructions

You can provide special delivery instructions during checkout, such as:

• Gate codes or access information
• Preferred delivery time windows
• Alternative contact person
• Specific landmarks or directions

Note: We cannot guarantee adherence to time-specific requests, but we'll do our best to accommodate.

15. Packaging Standards

We take great care in packaging your products:

• Protective materials: Bubble wrap, padding, and secure boxes
• Sealed packaging: All products arrive sealed in original manufacturer packaging
• Branded boxes: Epimax Kenya branded packaging for easy identification
• Weather protection: Waterproof wrapping for protection during transit
• Discreet packaging: No external indication of contents

16. Multiple Item Orders

If you order multiple items:

• All items are typically shipped together in one package
• If items are from different warehouses, they may arrive separately
• You'll be notified if split shipment is necessary
• No additional shipping charges for split shipments

17. Change of Delivery Address

To change your delivery address:

• Before dispatch: Contact us immediately - we can update the address at no extra cost
• After dispatch: Contact both us and the courier - address changes may incur fees
• Provide: Order number and new delivery address

We cannot guarantee address changes after dispatch, but we'll do our best to assist.

18. Delivery Confirmation

Once your order is delivered:

• You'll receive SMS/email confirmation of delivery
• The courier obtains your signature as proof of delivery
• Tracking status updates to "Delivered"
• Risk and responsibility transfer to you upon delivery

19. Contact for Shipping Queries

For questions about your delivery or shipping:

Epimax Kenya Customer Service

• WhatsApp: +254 702 129226 (Fastest response)
• Email: epimaxkenya@gmail.com
• Phone: +254 702 129226
• Business Hours: Monday - Friday, 9:00 AM - 6:00 PM EAT
• Response Time: We aim to respond within 2-4 hours during business hours

We're committed to getting your Epimax products to you quickly and safely!