Shipping and Delivery Policy
Masoko has partnered with Sendy, to ensure that your orders are delivered securely and on time.
Where do we deliver?
We currently deliver only in Nairobi.
Delivery Timelines
Delivery timelines are calculated by taking the estimate shipping (when order processing at the warehouse is complete and ready for dispatch) date and adding the transit time (the time it takes a package to travel from the hubs to Buyer destination address within Nairobi). This will differ based on the shipping service choice made by the buyer.
The transit time-period is calculated strictly using business days, which excludes Sunday and Public holidays.
Cutoff time for delivery – 3.30 pm (After 3.30 pm goes next day delivery)
How much does delivery cost?
Delivery cost is 200kshs per order and varies upwards depending on weight.
How is packaging done?
Masoko uses eco-friendly bio-degradable and recyclable corrugated boxes to package your orders. This is in line with the Safaricom commitment of taking moral responsibility of managing our environmental impact, and recognizing that environmental considerations are an integral part of our overall business strategy,
Our range of different box sizes are designed to accommodate all types of product shapes and sizes. This gives you the assurance and confidence that your order will be secure and well protected to arrive safely at your doorstep.
Packaging multiple orders?
Multiple orders will be combined into the same package to reduce cost and number of packages shipped to a customer.
How to track your orders status
Orders status can be tracked using the order numbers provided once a purchase is completed. A link is provided where the buyer can view the progression of the order from the moment the order is placed, processed, dispatched, and shipped to deliver. Any issues can also be viewed. See below box for quick reference and definition of the key order status terminologies.
Key Relevant Order Status Terminologies
Term |
Meaning |
|---|---|
Order pending |
Payment successful and pending processing |
Ready to ship to Hub |
Applies to Dropship order items – Vendor has confirmed the items is in stock and ready to ship to the Fargo Courier Hub |
Order Cancelled |
The order has been canceled for various reasons like fraudulent cases, customer requests, goods out of stock |
Order Payment Failed |
Failed- Order payment has been placed but payment has failed thus whole order is terminated |
Order packing |
items being packed for dispatch |
Ready to ship |
Packing has been completed and the item is ready for dispatch to ship |
Shipped |
out for delivery and now on transit for delivery to the Customer(buyer) |
Delivered |
Order has been delivered to the customer and Proof of Delivery (P.O.D) details is available on the tracking system. |
Item is cancelled |
Out of stock- The customer placed an order but was cancelled because the Dropship vendor couldn’t fulfil the item as it was out of Stock. Masoko Customer Support will advise the Buyers accordingly. |
Item rejected due to Quality failure |
The item delivered to the hub is rejected for not meeting the quality parameters and requirements. item to be returned to the vendor |
Item Cancelled |
Delayed: The item is declined for late delivery by the vendor to the hubs thus affecting the SLAS |
Item Returned to Vendor |
The item is returned due to different reasons like wrong item delivered, wrong colour |
Returned at the Hub |
The item has been returned by the customer and it’s at the Fargo hubs or collection centre |
Returned to the Warehouse |
The item has been returned and it’s at the warehouse |
Return item collected |
The items returned by the customer has been picked up from the Hub by the vendor |
Delivery Attempt Failed |
The customer is not available to receive the item |