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Shipping and Delivery Policy

Masoko has partnered with Fargo Courier and Sendy, two leading delivery companies, to ensure that your orders are delivered securely and on time.

We have also introduced a pickup service from the locations are listed below.

 1. Citadel Communication - Sarit Center

Store address: Sarit Centre, Karuna Road, Westlands

Opening Hours: 8.00 am – 5.00 pm

2. Ropem Kitengela

Store address: Kitengela Mall, Off Namanga Road - Kitengela Town

Opening Hours: 8.00 am – 5.00 pm

3. Kingsland communication agency limited

Store address: Rabai Road, the Point Mall, Buruburu

Opening Hours: 8.00 am – 5.00 pm

4. Ropem telcom

Store address: Kitengela Town,Kitengela Mall,Off Namanga Road

Opening Hours: 8.00 am – 5.00 pm

5. Link Up Services Ltd

Store address: Nanyuki Town,Along Irura Road Next to Silver Plaza Building

Opening Hours: 8.00 am – 5.00 pm

6. Hermoon agencies

 Store address: Old batian building off gakere road inside samrat supermarket

Opening Hours: 8.00 am – 5.00 pm

7. Genesis communicators

Store address: Meru Safari Hotel Next to Central Business Centre Along Meru Makutano Rd

Opening Hours: 8.00 am – 5.00 pm

8. Al-razak communications ltd

 Store address: Nyali road opposite texas building ground floor

Opening Hours: 8.00 am – 5.00 pm

9. Phone art Solutions Ltd

Store address: Eldoret,64 Arcade, Ground Flr, Oloo St.

Opening Hours: 8.00 am – 5.00 pm

10. Branded Communication Agency Limited

Store address: Kenyatta street Kitale

Opening Hours: 8.00 am – 5.00 pm

11. Happy Go Limited

Store address: Komen House Kenyatta Avenue Nakuru

Opening Hours: 8.00 am – 5.00 pm

12. Samchi Telecom

Store address: Amolo Bldg Bank street CBD, Kisumu

Opening Hours: 8.00 am – 5.00 pm

13. Simba Telecom

Store address: Wabera Street,Prudential Building, Ground Floor

Store address: Mombasa,Digo Rd, Near Posta & Next to Safaricom Shop

Store address: Kakamega,Cannon Awori Street, Shekandu Plaza (Next To Mama Watoto Supermarket)

Opening Hours: 8.00 am – 5.00 pm

14. Link Up Services Ltd

Store address: Nairobi Pangani,Showbe Plaza,Along Murang'a Rd

Opening Hours: 8.00 am – 5.00 pm

15. Zoom Telecommunication

Store address: Mombasa,Baluchi Community Building,Makadara Road

Opening Hours: 8.00 am – 5.00 pm

16. Loska Communication

Store address: Ruma Building, Opposite Family Bank

Opening Hours: 8.00 am – 5.00 pm

17. Cheche telecommunications ltd

Store address: getare, Kisii County

Opening Hours: 8.00 am – 5.00 pm

18. Makarim Ltd

Store address: Gateway Mall

Opening Hours: 8.00 am – 5.00 pm

19. Twinsimm Communications

Store address: Embu Town Opposite  Panesic Hotel

Opening Hours: 8.00 am – 5.00 pm

Delivery Service Options

i) Express Delivery Services: Monday to Saturday 1-24 hrs.

Applicable only for consignment products that are stored and fulfilled by Masoko Delivery is only within Nairobi and currently offered during Business Days (excludes Sundays & Public Holidays) of the week.

ii) Standard Delivery Service: 1-72 hrs.

Applicable to all Products listed on Masoko

Delivery service covers over 100 locations in other towns countrywide and which are within the delivery network of our Logistics partner Fargo Courier and Logistics.

Sundays & Public Holidays excluded.

Where do we deliver?

Delivery locations include Nairobi and most major towns in Kenya. (Cross-border and international deliveries will be included in our services at a later stage.)

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 either to Nairobi or other towns). This will differ based on the shipping service choice made by the buyer.

For Express and Standard services, the transit time-period is calculated strictly using business days, which excludes Sunday and Public holidays.

How much does delivery cost?

Our delivery services are based on three key factors; service type, weight, and destination.

Click here to view all the area that Masoko will deliver your orders to view our current delivery charges.

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