Where account-based order tracking is available, sign in to your Salibay account and review your recent orders.

Salibay may also send order updates through SMS, telephone, email, or WhatsApp using the contact information provided during checkout.

For assistance, contact customer support and provide your order number and registered telephone number.

Estimated delivery times depend on the product, fulfilment source, and delivery location.

• Eligible local products within Nairobi: Next-day delivery.
• Local products outside Nairobi: Approximately 2–3 business days.
• Internationally sourced products: Approximately 10–15 days unless another estimate is displayed.

Remote locations, supplier processing, courier interruptions, public holidays, and customs clearance may affect delivery times.

Review our Shipping and Delivery Policy for full details.

Delivery charges depend on the delivery location, product size, package weight, fulfilment source, and delivery method.

The applicable delivery charge will be displayed during checkout, shown on the product page, or communicated during order confirmation before payment is completed.

Available payment methods may include:

• M-Pesa
• Debit or credit card
• Bank payment, where available
• Cash on delivery for eligible orders
• Other payment methods displayed during checkout

The payment methods available for an order depend on the product, fulfilment source, order value, and delivery location.

Cash on delivery is available only for eligible locally available products delivered within Nairobi.

Products delivered outside Nairobi may require advance payment of the delivery charge or full order amount. Internationally sourced products must be paid for in advance.

Cash-on-delivery eligibility will be shown during checkout or confirmed by Salibay customer support.

Eligible return requests must be submitted within 7 days from the date of delivery.

You may request a return where:

• You received the wrong product.
• The product arrived damaged or defective.
• The product is materially different from its description.
• The product is missing included parts or accessories.

Return eligibility depends on the product category, reason for the return, condition of the item, and whether the request was submitted within the return period.

Review our Returns and Refund Policy before submitting a return.

1. Contact Salibay customer support within the return period.
2. Provide your order number and registered phone number.
3. Explain the reason for the return.
4. Provide photographs or video evidence where requested.
5. Wait for return approval and instructions before sending the product.

Do not send a product to Salibay, a vendor, or a courier before receiving return approval.

Approved refunds are generally initiated within 24–72 hours after the returned product has been received, inspected, and approved.

The time required for the funds to appear may depend on the bank, card issuer, mobile-money provider, or payment processor.

Refunds may be issued through the original payment method, M-Pesa, bank transfer, or Salibay store credit where agreed.

Contact Salibay within the applicable return period and provide:

• Your order number
• A description of the problem
• Clear photographs or video of the product
• Photographs of the package and delivery label

Keep the product, original packaging, accessories, labels, and accompanying documents until the claim has been reviewed.

Contact Salibay as soon as possible if you need to cancel an order.

Cancellation may not be possible after an order has been dispatched, prepared by a marketplace vendor, customised, or submitted to an international supplier.

Products may be supplied directly by Salibay, an approved independent marketplace vendor, or an approved international sourcing channel.

Salibay operates the marketplace and remains the primary customer support contact for orders placed through www.salibay.com.

Businesses interested in selling through Salibay can contact our team using the official email address or phone number shown below.

Please include your business name, product categories, location, and contact information.