Frequently Asked Questions

Shipping times vary based on the product source, shipping method selected, and current global logistics conditions. Typically, standard shipping takes 14-21 days, while express shipping can take 5-10 days. During checkout, you'll see estimated delivery timeframes specific to your order. Once your order is placed, you'll receive regular updates on its status and location.

All orders come with end-to-end tracking. Once your order is confirmed, you'll receive a tracking number and access to our real-time tracking dashboard. You can monitor your package's journey from the source to customs clearance and final delivery. We also send email and SMS notifications at key milestones in the shipping process.

We offer several shipping options to meet different needs and budgets: Economy (sea freight, longest time but most economical), Standard (combined air/sea freight with balanced cost and speed), Express (prioritized air freight for fastest delivery), and Special Handling (for fragile, oversized, or high-value items requiring extra care).

Yes, we deliver to all counties in Kenya. For major cities like Nairobi, Mombasa, and Kisumu, we offer same-day or next-day delivery once your items clear customs. For remote areas, delivery typically takes 1-3 additional days. You can also choose to pick up your packages from our warehouses in Nairobi or Mombasa.

We accept various payment methods including M-Pesa, credit/debit cards (Visa, Mastercard, American Express), bank transfers, and PayPal. For business clients, we also offer invoice-based payments with flexible terms. All payments are secured with industry-standard encryption and security protocols.

Our pricing is transparent with no hidden fees. The total cost includes: 1) Product cost (original price from the marketplace), 2) Shipping fee (based on weight, dimensions, and shipping method), 3) Import duties and taxes (calculated based on Kenyan regulations), 4) Customs clearance fee, 5) Local delivery fee, and 6) Platform fee (5% for Basic accounts, 3.5% for Premium accounts, or custom rates for Enterprise clients).

Yes, our Import Calculator allows you to get an accurate estimate of all costs before making a purchase decision. Simply enter the product details or URL, and our system will calculate the product cost, shipping fees, import duties, taxes, and all other applicable charges. This helps you avoid any surprises and make informed decisions.

Yes, we offer volume-based discounts for bulk orders. The discount percentage increases with order volume and applies to both shipping costs and platform fees. Premium and Enterprise accounts also enjoy additional discounts. For large recurring orders, we can create customized pricing plans—contact our sales team for details.

Yes, we handle all aspects of customs clearance as part of our service. Our team of experts ensures proper documentation, duty payments, and compliance with Kenyan import regulations. This saves you time and reduces the risk of delays or penalties. You don't need to worry about navigating complex customs procedures.

For most standard imports, you only need to provide your identification (National ID or passport) and delivery address. We handle all other documentation required for customs. For specialized items or business imports, additional documentation may be required, such as permits for regulated goods or business registration information. Our system will guide you through any specific requirements.

Yes, certain items are prohibited or restricted for import into Kenya. Prohibited items include illegal drugs, weapons, counterfeit goods, and certain wildlife products. Restricted items that require special permits include pharmaceuticals, chemicals, plants, seeds, and certain electronic equipment. Our platform will notify you if your selected product falls under these categories.

Some categories of goods may qualify for duty or tax exemptions under Kenyan law, such as educational materials, medical supplies, or capital goods for certain industries. If your import qualifies for exemptions, our team will help you apply for them. Business clients with specific exemption certificates should inform us before placing orders.

All shipments through AfriImports include basic insurance coverage. If your goods are damaged during transit, please report it within 48 hours of delivery by uploading photos to your dashboard or contacting customer support. Our claims department will process your case and arrange for replacement, repair, or refund depending on the situation. For high-value imports, we recommend our premium insurance option.

If you receive an incorrect item, please notify us within 48 hours of delivery. Provide photos and a description of the discrepancy through your dashboard. We'll investigate the issue with the source marketplace and arrange for the correct item to be sent to you. You'll be guided on whether the incorrect item needs to be returned or can be kept.

Return policies vary based on the source marketplace and product type. Most items can be returned within 14 days of delivery, provided they're in new, unused condition with original packaging. Return shipping costs to the country of origin are typically the customer's responsibility, but we'll guide you through the most cost-effective return options.

We offer three insurance tiers: 1) Basic coverage (included free with all orders) covers up to KES 10,000 against loss or damage, 2) Standard insurance (additional 1.5% of item value) covers up to KES 100,000, 3) Premium insurance (additional 2.5% of item value) covers up to KES 500,000 with expedited claims processing. Enterprise clients can arrange custom insurance solutions for high-value cargo.