Shipping policy

Shipping Policy

Last Updated: March 28, 2026

At Nematel, we specialize in bringing you unique products directly from global manufacturers. Because we ship directly from our international partners to your doorstep in Kenya, we can offer competitive pricing and a curated selection you won't find locally.

1. Shipping Destinations

We currently ship to all major towns and regions within Kenya.

2. Estimated Delivery Times

Our delivery timeline is divided into two parts:

  • Processing Time: 1–3 business days (Order verification, quality check, and packaging).

  • Shipping Time: 10–25 business days.

Total Estimated Delivery: Most customers receive their orders within 2 to 4 weeks.

[!NOTE] Factors such as customs clearance at JKIA, local holidays, or high-demand seasons (like Black Friday) may slightly impact these timelines.

 

3. Shipping Costs

  • Standard Shipping: KSh 0 to Kes 600

  • Free Shipping: We offer FREE Shipping on all orders over KSh 10,000

4. Tracking Your Order

Once your order is dispatched, you will receive a confirmation email containing a tracking number.

  • You can track your package directly on our website or via the SpeedAF or AliExpress Tracking portals.

  • Please allow 3–5 days for the tracking information to update once the package leaves the warehouse.

5. Customs and Import Duties

As we ship internationally, your package may be subject to import duties or customs fees set by the Kenya Revenue Authority (KRA).

  • For most small consumer items, these fees are minimal or not applicable.

  • However, any additional charges for customs clearance are the responsibility of the customer. Nematel has no control over these charges.

6. Delivery Partners

Within Kenya, your package is typically handled by SpeedAF Logistics. They may contact you via SMS or phone (+254) once your package arrives in Nairobi for final delivery to your specified address or pick-up point

7. Lost or Damaged Packages

If your package has not arrived within 45 days of purchase, please contact us at info@nematel.ke. We will investigate with the carrier and, if the package is confirmed lost, we will issue a full refund or a replacement.