Shipping Policy
How we deliver your orders to you
1. Shipping Methods
Standard Shipping
Our standard shipping option is available for all orders and typically delivers within 3-5 business days within Nairobi and 5-7 business days to other parts of Kenya.
Express Shipping
Express shipping is available for an additional fee and typically delivers within 1-2 business days within Nairobi and 2-3 business days to other major cities.
International Shipping
We currently ship to select international destinations. International shipping rates and delivery times vary by destination. Please contact us for more information about international shipping options.
2. Shipping Rates
Domestic Shipping (Kenya)
| Order Value | Standard Shipping | Express Shipping |
|---|---|---|
| Below KES 2,000 | KES 250 | KES 450 |
| KES 2,000 - KES 5,000 | KES 350 | KES 550 |
| Above KES 5,000 | FREE | KES 650 |
International Shipping
International shipping rates are calculated at checkout based on destination and package weight. Duties and taxes may apply and are the responsibility of the recipient.
3. Order Processing Time
All orders are processed within 1-2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
Note
Business days are Monday through Friday, excluding holidays. Orders placed on weekends or holidays will be processed on the next business day.
4. Delivery Timeframes
Nairobi & Surrounding Areas
- Standard Shipping: 1-3 business days
- Express Shipping: Same day or next business day
Other Major Cities
- Standard Shipping: 3-5 business days
- Express Shipping: 1-2 business days
Rural Areas
- Standard Shipping: 5-7 business days
- Express Shipping: 2-3 business days
5. Shipping Restrictions
Prohibited Items
Certain items cannot be shipped due to legal restrictions or safety concerns. These include:
- Prescription medications without proper authorization
- Perishable items that require special handling
- Items that are illegal in the destination country
- Hazardous materials
Restricted Areas
We may not be able to ship to certain remote or high-risk areas. If shipping to your location is not possible, we will contact you to discuss alternative options.
6. Delivery Attempts
Our shipping partners will make up to three delivery attempts. If delivery is unsuccessful after three attempts, the package will be returned to our facility. Additional shipping charges may apply for redelivery.
7. Tracking Your Order
Once your order has been shipped, you will receive a shipping confirmation email with tracking information. You can track your package using the provided tracking number on the carrier's website.
8. Lost or Damaged Packages
Lost Packages
If your package is marked as delivered but you have not received it, please contact us within 7 days of the delivery date. We will work with the shipping carrier to investigate the issue.
Damaged Packages
If your package arrives damaged, please contact us immediately with photos of the damage. We will work to resolve the issue promptly, which may include sending a replacement or issuing a refund.
9. Address Changes
If you need to change your delivery address, please contact us as soon as possible. We can only make address changes before the order has been shipped. Once an order has shipped, we cannot redirect it to a different address.
10. International Shipping
Customs and Duties
International customers are responsible for any customs duties, taxes, and fees that may apply. These charges are not included in the purchase price or shipping cost.
Delivery Timeframes
International shipping typically takes 7-14 business days, depending on the destination. Please note that customs clearance may cause delays.
11. Contact Information
If you have any questions about our shipping policy or need assistance with your order, please contact us:
Email: info@swissvitality.store
Phone: +254 106984581
Address: Westlands, Nairobi, Kenya