Shipping Policy

Naicomm Online is committed to delivering your mobile phones and accessories promptly and securely. This Shipping Policy outlines our delivery options, timelines, costs, and procedures for customers within Nairobi and across Kenya.

1. Delivery Options

1.1 Same-Day Delivery (Nairobi CBD & Surrounding Areas)

For customers within Nairobi, we offer same-day delivery on orders placed and confirmed before our cut-off time.

• Cut-off time: Orders must be placed by 3:00 PM (EAT) to qualify for same-day delivery.
• Delivery window: Orders are delivered within 2–4 hours from order confirmation.
• Eligibility: Same-day delivery is available within Nairobi CBD, Westlands, Kilimani, Karen, Lang'ata, Eastlands, and surrounding suburbs.
• Confirmation: You will receive SMS/WhatsApp confirmation once your order is out for delivery.

1.2 Next-Day Delivery (Nairobi & Greater Nairobi)

• Orders placed after the same-day cut-off (3:00 PM) qualify for next-day delivery.
• Delivery is guaranteed by 6:00 PM the following business day (Monday–Saturday).

1.3 Standard Delivery (Upcountry & Nationwide)

• For customers outside Nairobi — including Mombasa, Kisumu, Nakuru, Eldoret, Nyeri, Thika, and Machakos — we offer standard delivery via trusted courier partners.
• Delivery timeline: 2–5 business days, depending on your location.
• Tracking: A tracking number will be provided via SMS or email once your order is dispatched.

1.4 Store Pickup (Free — Kimathi House, Shop 9)

• You are always welcome to pick up your order directly from our physical store at Kimathi House, Upper Ground Floor, Shop 9.
• Store pickup is free of charge and available during our operating hours.
• Please bring your order confirmation and valid ID for collection.

2. Shipping Costs

Our shipping fees are transparent and competitive. Delivery charges are calculated based on your location and the value of your order.

2.1 Free Shipping Threshold

• Orders above KSH 15,000 qualify for free standard shipping anywhere in Kenya.
• Same-day delivery and express options are not eligible for free shipping.

3. Order Processing

• Processing time: Orders are processed within 1–2 hours during business hours.
• Business hours: Monday–Saturday, 9:00 AM – 7:00 PM (EAT).
• Order confirmation: You will receive confirmation via SMS, WhatsApp, or email.
• Dispatch notification: You will be notified when your order is handed to our delivery partner.

4. Order Tracking & Status Definitions

Every order shipped via courier includes a tracking number for real-time monitoring.

Order status definitions:

5. Delivery Address & Contact Requirements

• Accurate address required: Provide a complete address with landmarks.
• No P.O. Box delivery: Physical location required.
• Alternative contact: Provide an alternative contact name if unavailable.
• Failed delivery attempts: After two attempts, package returns to Kimathi House store. Re-delivery fees may apply.

6. Risk of Loss & Damaged Shipments

• Risk passes to you upon delivery.
• If you receive a damaged package, take photos and contact us within 24 hours at 0740 247199 or support@naicomm.online.

7. Shipping Restrictions

• Domestic only: We ship within Kenya only.
• No hazardous materials: Damaged batteries not accepted.
• Age restriction: Recipients must be at least 18 years old.

8. Holidays & Unforeseen Delays

• Public holidays: No deliveries on Kenyan public holidays.
• Force majeure: Not liable for delays beyond our control.

9. Questions? Contact Our Delivery Team