Shipping Policy
Last updated: September 13, 2026
1. Delivery Coverage
ShopSwift supports marketplace deliveries across Kenya and selected East African locations where sellers and delivery partners are available. Delivery availability is confirmed during checkout based on the product, seller location, and buyer address.
2. Processing Time
Sellers are expected to confirm and prepare orders within 24 to 48 hours after payment confirmation, unless a different handling time is clearly shown on the product listing or communicated during checkout.
3. Estimated Delivery Times
Typical delivery estimates are 1 to 3 business days within Nairobi and nearby areas, 2 to 5 business days for other locations in Kenya, and 5 to 10 business days for eligible cross-border East African deliveries. Remote locations, holidays, weather, customs, and courier capacity may extend these timelines.
4. Shipping Costs
Shipping fees vary by seller, item size, delivery method, buyer location, and available courier. Where ShopSwift calculates a delivery charge online, it is shown before payment. For Cash on Delivery or seller-arranged delivery, the delivery charge may instead be confirmed with the seller through the order/chat flow before dispatch. Free-delivery offers will be identified where applicable.
5. Carriers and Delivery Partners
Orders may be delivered by seller-managed couriers, ShopSwift-supported delivery partners, rider services, or regional logistics providers. Carrier details, tracking numbers, or delivery notes are shared when available.
6. Tracking and Delivery Confirmation
Buyers can track order status from their account order page. Some deliveries require a delivery OTP or buyer confirmation before escrow funds are released to the seller.
7. Failed Delivery Attempts
If delivery fails because the address is incorrect, the buyer is unreachable, or the buyer refuses delivery without a valid reason, additional delivery fees may apply. ShopSwift support may help coordinate a second attempt where available.
7A. Business Deliveries
ShopSwift Business orders may use scheduled, split or staged deliveries where the accepted quotation or purchase order allows them. Business buyers should inspect each shipment promptly, record shortages or damage, and raise any material discrepancy through ShopSwift before confirming final receipt.
8. Lost, Delayed, or Damaged Shipments
If a shipment is lost, heavily delayed, or arrives damaged, contact ShopSwift support with the order reference and photos where applicable. ShopSwift will review courier records, seller evidence, and buyer evidence before resolving the order.