Shipping & Delivery Policy

This policy explains how Senses Hub processes, ships, and delivers orders across Kenya. We aim to get your assistive technology products to you as quickly and reliably as possible.

1. Order Processing

Orders are processed on business days (Monday–Friday, excluding Kenyan public holidays). Orders placed before 2:00 PM EAT are typically processed the same day. Orders placed after 2:00 PM or on weekends are processed the next business day.

You will receive an order confirmation by email or WhatsApp once payment is verified. A dispatch notification with tracking information (where available) will follow when your order is handed to the courier.

2. Delivery Areas and Timelines

Area	Delivery time	Shipping cost
Nairobi (within Nairobi County)	Same day or next business day	Free
Nairobi environs (Kiambu, Machakos, Kajiado)	1–2 business days	Calculated at checkout
Major towns (Mombasa, Kisumu, Nakuru, Eldoret)	2–3 business days	Calculated at checkout
Other counties nationwide	3–5 business days	Calculated at checkout
International	Contact us for a quote	Contact us

Delivery times are estimates and may vary during peak periods, adverse weather, or public holidays.

3. Shipping Costs

Shipping costs are calculated based on delivery location and package weight/dimensions. The exact cost will be shown at checkout before you complete payment. Free delivery applies to all orders delivered within Nairobi County with no minimum order value.

4. Order Tracking

Where our courier partner provides tracking, we will share a tracking link or reference number in your dispatch notification. You can also contact us at any time for an update on your order status.

5. Delivery Attempts and Failed Deliveries

• Our courier will attempt delivery to the address provided at checkout. Please ensure someone is available to receive the package
• If a delivery attempt fails, the courier will typically try again the next business day or leave a collection notice
• If a package is returned to us due to an incorrect address, failed delivery attempts, or refusal to accept, we will contact you to arrange redelivery. Additional delivery charges may apply
• We are not responsible for delays or failed deliveries caused by incorrect or incomplete delivery addresses provided by the customer

6. Damaged or Lost Packages

If your package arrives visibly damaged, please photograph it before opening and contact us within 48 hours of delivery. We will investigate with the courier and arrange a replacement or refund as appropriate.

If your package is lost in transit, contact us and we will open an investigation with the courier. If the package cannot be located, we will send a replacement or issue a full refund including shipping.

7. Bulky or Specialist Items

Some assistive technology products (e.g. mobility aids, large communication devices) may require special handling or scheduled delivery. For such items, we will contact you directly to arrange a suitable delivery time and method.

8. Pick-Up Option

If you are based in Nairobi, you are welcome to collect your order from our office. Please contact us to arrange a pick-up time and we will have your order ready for you.