• Shipping policy

Shipping policy

At Salibay, we aim to offer fast, reliable, and affordable shipping for all your purchases. Below is detailed information on our shipping and delivery policies to ensure a smooth shopping experience.

1. Shipping Options

We offer a variety of shipping methods to meet your needs, including standard and express delivery options. The available shipping methods will depend on your location and the size of your order. During checkout, you can choose from the following:

a. Standard Delivery

  • Delivery Time: Typically 2-5 business days within Nairobi and major towns, and 3-7 business days for more remote areas.
  • Cost: Calculated based on the weight, size, and destination of your order. Shipping costs will be displayed at checkout.

b. Express Delivery

  • Delivery Time: Next-day delivery for orders placed before 12:00 PM within Nairobi, and 1-2 business days for other regions.
  • Cost: Higher than standard delivery, but varies based on distance and package size. Express delivery charges will be displayed at checkout.

2. Delivery Areas

Salibay currently delivers to all major cities and towns across Kenya, including:

  • Nairobi
  • Mombasa
  • Kisumu
  • Nakuru
  • Eldoret
  • Thika
  • and many more…

For more remote or rural areas, delivery may take slightly longer. You will be notified of any delays during the checkout process.

3. Order Processing Time

All orders are processed within 24 hours of purchase on business days (Monday to Friday, excluding public holidays). Orders placed on weekends or public holidays will be processed the next business day. Once your order has been processed, it will be dispatched, and you will receive a notification via email or SMS.

4. Tracking Your Order

After your order is shipped, we will send you a tracking number via email or SMS. You can use this tracking number to check the status and expected delivery date of your package on our website or through the courier’s website.

If you have any issues with tracking your order, please contact our customer service team for assistance.

5. Shipping Fees

Shipping fees are calculated based on:

  • Delivery location
  • Size and weight of the package
  • Shipping method (Standard or Express)

The exact shipping cost will be displayed at checkout before you complete your purchase. We strive to offer competitive and fair pricing for all shipping options.

6. Free Shipping Offers

From time to time, Salibay offers free shipping promotions on selected items or for orders exceeding a certain amount. Be sure to check our homepage or subscribe to our newsletter to stay updated on our latest free shipping offers.

7. Missed Deliveries

If the courier is unable to deliver your order due to an incorrect address, or if no one is available to receive the package, the following will occur:

  • The courier will attempt to contact you to reschedule the delivery.
  • After two failed delivery attempts, the package will be returned to Salibay, and you may be charged additional shipping fees to have the order re-delivered.

To avoid missed deliveries, please ensure that the shipping address and contact information provided during checkout are accurate and complete.

8. Delays and Unforeseen Circumstances

While we strive to deliver all orders within the specified timeframes, some delays may occur due to:

  • Weather conditions
  • Public holidays
  • Strikes or labor disputes
  • Regional delivery restrictions or emergencies

In the event of such delays, Salibay will keep you informed of any changes in your order’s delivery status.

9. International Shipping

At this time, Salibay primarily serves customers within Kenya. We do not currently offer international shipping. However, stay tuned for updates as we plan to expand our services in the future.

10. Damaged or Lost Packages

Salibay takes utmost care in packaging and shipping your products. However, if you receive a damaged package or if your order is lost in transit:

  • Contact our customer service team immediately at support@salibay.com or call us at +254 700 000 000.
  • Provide your order number and details of the damage or loss.
  • We will initiate an investigation with the courier service and, if necessary, arrange for a replacement or refund.

11. Questions or Concerns

If you have any questions about shipping, delivery, or your order status, feel free to reach out to our customer service team:

  • Email: hello@salibay.com
  • Phone: +254 700 000 000
  • Live Chat: Available on our website for immediate assistance.

Thank you for choosing Salibay! We are dedicated to delivering your products quickly and efficiently, ensuring your complete satisfaction with every purchase.