1. Delivery coverage

Salibay delivers to Nairobi and other locations across Kenya through our delivery team and approved courier partners.

Deliveries to remote or hard-to-reach areas may require additional time or collection from the nearest available courier office or designated pickup point. Where this applies, our team will contact you using the telephone number provided during checkout.

2. Local products

Local products are items held by Salibay or supplied by approved marketplace vendors within Kenya.

Delivery estimates begin after the order has been confirmed and the product has been made available for dispatch.

Some vendor-supplied products may require additional processing time. Where this applies, the customer will be informed of the expected timeline.

3. Internationally sourced products

Some products displayed on Salibay are sourced through approved international supply and fulfilment channels.

Internationally sourced products normally take approximately 10–15 days to arrive, unless a different delivery estimate is displayed on the product page or communicated during order confirmation.

Delivery estimates for internationally sourced products may be affected by supplier processing, international transportation, customs clearance, public holidays, or other circumstances outside Salibay’s direct control.

Internationally sourced products must be paid for in advance and are not eligible for cash on delivery.

Salibay currently delivers customer orders within Kenya. We do not currently deliver orders from Salibay to addresses outside Kenya.

4. Order processing

After an order is placed, Salibay may verify the order details, product availability, payment status, delivery address, and customer contact information before dispatch.

Processing time may vary depending on whether the product is held by Salibay, supplied by a marketplace vendor, or sourced through an international fulfilment channel.

Orders placed on public holidays or outside normal operating hours may begin processing on the next operating day.

5. Delivery charges

Delivery charges depend on factors including:

• The customer’s delivery location
• The product’s size and weight
• The number of products in the order
• The selected delivery or fulfilment method
• Whether the product is locally available or sourced internationally

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

6. Cash on delivery

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

Cash on delivery availability may depend on the product, delivery area, customer order history, and other order-verification requirements.

Products delivered outside Nairobi and internationally sourced products may require full payment or payment of the applicable delivery charge before dispatch.

The payment options available for a specific order will be displayed during checkout or confirmed by our customer support team.

7. Order tracking and delivery updates

Where tracking is available, Salibay will provide the customer with an order update, tracking reference, or delivery notification through SMS, telephone, email, WhatsApp, or the customer account.

Tracking availability and the frequency of updates may vary depending on the courier, vendor, product source, and delivery method.

Customers may contact Salibay for assistance if an order has exceeded the estimated delivery period.

8. Customer delivery responsibilities

Customers are responsible for providing complete and accurate delivery information, including:

• Full name
• Active telephone number
• County, town, estate, street, or building details
• Any relevant landmarks or delivery instructions

The customer or an authorised recipient should be available to receive the order and may be required to confirm their name, order details, or telephone number.

Salibay is not responsible for delays caused by incorrect, incomplete, or outdated delivery information supplied by the customer.

9. Missed and failed deliveries

If a delivery cannot be completed because the customer is unavailable, unreachable, provides an incorrect address, or refuses to receive a confirmed order, Salibay or the courier may attempt to contact the customer to arrange another delivery.

Additional delivery charges may apply where an order must be sent out again because of a failed delivery caused by the customer.

An order may be returned to Salibay or the supplying vendor where delivery remains unsuccessful after reasonable contact attempts.

10. Delivery delays

Salibay works to deliver orders within the communicated timeframe. However, delays may occur because of:

• Courier or transport disruptions
• Adverse weather or road conditions
• Public holidays
• Product availability or vendor delays
• Customs clearance for internationally sourced products
• Incorrect or incomplete customer information
• Security restrictions or regional emergencies
• Events outside Salibay’s reasonable control

Where a significant delay becomes known, Salibay will make reasonable efforts to inform the customer and provide an updated delivery estimate.

11. Damaged, incorrect, or missing products

Customers should inspect the external condition of the package when receiving an order where reasonably possible.

If an order arrives damaged, contains the wrong product, or has missing items, the customer should contact Salibay within the applicable return period and provide:

• The order number
• A description of the issue
• Clear photographs or video evidence
• Photographs of the packaging and delivery label

Claims will be reviewed in accordance with Salibay’s Returns and Refund Policy. Customers should retain the product, packaging, accessories, and accompanying documents until the review has been completed.

12. Lost packages

If a package cannot be located after the expected delivery period, Salibay will investigate the matter with the relevant courier, fulfilment team, or marketplace vendor.

Where the investigation confirms that an order was lost before delivery, Salibay will determine the appropriate resolution, which may include a replacement, store credit, or refund, subject to product availability and the circumstances of the order.

13. Promotional or free delivery

Salibay may occasionally offer free or discounted delivery on selected products, locations, campaigns, or minimum order values.

Promotional delivery offers may be subject to specific eligibility requirements, expiry dates, product exclusions, and delivery-area restrictions. The applicable conditions will be displayed with the offer.

14. Contact Salibay

For assistance with delivery, tracking, or an existing order, contact:

Salibay Kenya Limited
7th Floor, St Ellys House
Wabera Street, Opposite City Hall
Nairobi, Kenya

• Phone and WhatsApp: +254 725 992 994
• Email: info@salibay.com
• Customer service hours: Open daily from 9:00 AM–7:00 PM

Include your order number and registered telephone number when contacting us about an existing order.