Shipping Policy

Shipping Policy

Thank you for shopping at Nematel Enterprises Limited.

We operate on an international dropshipping model using DSers fulfillment software linked directly to our WooCommerce storefront. This means that when you place an order and complete your payment via Pesapal, your items are dispatched directly from our global manufacturing partners and third-party suppliers overseas to your doorstep or preferred collection point in Kenya.

Please read our shipping protocols below to understand how your delivery will be managed.

1. Shipment Processing Times

  • Order Validation: All orders are processed only after payment is fully verified and cleared by our Pesapal gateway (M-Pesa or Card processing).
  • Supplier Dispatch: Once payment is confirmed, the order details are automatically transmitted via DSers to our global suppliers. Order processing and packaging by our suppliers takes 2 to 5 business days.
  • Weekend Processing: Orders placed on weekends (Saturday and Sunday) or during Kenyan public holidays will begin processing on the following business day.

2. Estimated Shipping and Delivery Timelines

Because your products originate from international fulfillment centers, shipping times are divided into two main legs:

  • International Transit Leg: Shipping from our global suppliers to Kenya typically takes 14 to 30 calendar days. This timeframe includes international air freight and local port arrival.
  • Local Delivery Leg: Once your package arrives in Kenya and clears customs, local courier dispatch to your location takes 2 to 4 business days.
  • Total Estimated Delivery Window: Please expect your order to arrive within 20 to 35 calendar days from the date of payment validation.

Please note: Shipping timelines are estimations provided by international postal carriers. Nematel Enterprises Limited cannot guarantee fixed delivery dates and is not liable for external transit delays.

3. Order Tracking and Synchronization

We ensure full transparency throughout the delivery process:

  • Tracking Assignment: As soon as the global supplier ships your package, DSers extracts the international tracking identifier and syncs it with your WooCommerce account.
  • Customer Notification: WooCommerce will automatically send a shipping confirmation email or SMS containing your tracking number and tracking link.
  • Tracking Data Lag: Please allow 3 to 7 business days after receiving your shipping confirmation for the tracking logs to update and show active progress on international tracking networks.

4. Customs, Import Duties, and Tariffs

  • Standard Orders: The vast majority of standard consumer goods arrive directly without requiring additional intervention.
  • Duty Responsibility: Depending on the package weight, item category, and the total value of your order, certain items may occasionally attract local customs clearance processing or import taxes administered by the Kenya Revenue Authority (KRA) or local customs agents.
  • Tariff Payment: All fees, custom tariffs, handling charges, or import taxes imposed during or after shipping are the sole legal responsibility of the customer. Nematel Enterprises Limited does not collect or pay these fees on your behalf.

5. Delivery Destinations & Local Couriers

  • Shipping Address: We deliver across Kenya. Please ensure you provide an accurate street address, building name, apartment number, or specific town description during checkout.
  • Wrong Address: Nematel Enterprises Limited is not liable for items that fail to deliver due to incorrect, incomplete, or invalid shipping details provided by the customer during the WooCommerce checkout process.
  • Local Distribution via Speedaf: Once packages clear local entry customs, local distribution and regional upcountry logistics are managed primarily via Speedaf Express, as well as other trusted regional courier networks and local riders. Speedaf will handle final-mile delivery to your specified physical address or their closest agent collection point.

6. Shipments Delayed, Lost, or Damaged in Transit

  • Delays: If your package encounters unpredictable disruptions such as customs holding, international flight delays, or severe weather conditions, the delivery window may extend up to 45 days.
  • Lost Packages: An item is officially considered “Lost in Transit” if it fails to arrive within 60 calendar days from dispatch. If this happens, we will submit a claim to our suppliers via DSers and issue you a full refund through Pesapal or arrange a free replacement.
  • Damaged Deliveries: If your parcel arrives showing significant external damage, please take high-quality photographs before opening it and contact us within 48 hours as per our Return and Refund Policy.

7. Shipping Support Contact

If your tracking code has not updated or you have questions about your package’s transit status, please reach out to our team:

  • Company Name: Nematel Enterprises Limited
  • Head Office Address: Star Mall, Tom Mboya Street, 3rd Floor, Office C2, Nairobi, Kenya
  • Official Support Email: info@nematel.ke
  • Official Support Line (Call/WhatsApp): +254 705 668185
  • Operating Hours: Monday to Friday, 8:00 AM – 5:00 PM (EAT)
Dots Image

Need Any Help?

We are here to help you with any question.

Online Help

Monday to Saturday - 8am - 6pm

Contact Us