FAQ

Shipping Information

Shipping charges for goods delivered within Nairobi or out of Nairobi (Upcountry) will incur a standard shipping cost KSh 250 / $2.5 except areas considered as hardship areas.

For International orders, we use Weight-Based Shipping which means that your shipping rate will be calculated on the basis of the cumulative weight of the items being shippedWeightbased shipping is cost-effective, and ensures that customers will be charged a proportional price regardless of the number of items in their shopping cart.

Just enter in your shipping address in the shipping information section of the order process, and use the Country dropdown to select your country from the list that appears.

You’ll see your shipping options and costs presented to you before you complete your order.

Goods to Nairobi will be shipped within 24 hours after receipt and clearance (when all your items are available to ship) of an order and up to 5 days to the rest of Kenya. Working hours are 09:00 hrs- 17:00 hrs, Saturdays 09:00 hrs- 13:00 hrs and closed on Sundays and public holidays. Note that the shipping times are estimates and not guarantees. The timelines may be affected by natural occurrences e.g excessive rain, man-made events e.g violence or calendar events e.g back to school rush. In the event of any of these events, The Tsai Maasai will advise the client accordingly.

International shipping timeframes can be harder to estimate accurately (compared to domestic shipping), because of the many factors involved.

Generally, DHL Express International Mail takes 3-7days for delivery.

USPS First Class Mail International can take anywhere from ten days to three weeks to arrive at the destination country,  All in all, it’s usually best to place an international order as early in advance of the time you need it!

If you chose Standard Shipping, your order will be sent with UPS or USPS tracked delivery on your order, you will receive a tracking link or number in your dispatch confirmation email.  You can follow this on the USPS website or UPS website.

If you chose DHL Express, your order will be sent with DHL, you will receive a tracking link or number in your dispatch confirmation email. You can use the DHL.COM  website to track this after dispatch.

In most cases, any customs or import duties are charged once the parcel reaches its destination country.

You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel (this also applies to retail & wholesale customers).

We have no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

We ship all over the world from our facility here in Nairobi, Kenya !

We ship internationally via DHL and the U.S. Postal Service. Just enter in your shipping address in the shipping information section of the order process, and use the Country dropdown to select your country from the list that appears.

You’ll see your shipping options presented to you before you complete your order.

Returns & Refunds

Put your returns slip in the parcel with the following details marked on it:

  • Your order number
  • Which items you’re returning for a refund

We’ll send you an email as soon as we’ve received your return in its original condition.Be sure to keep hold of your proof of postage, just in case we need to see it at a later date.

Use the below address to address all returns:

The Tsai Maasai African Store

P.O. BOX 00606 , +254 70527699

Sarit Centre – Westlands

Nairobi – Kenya

You’re eligible for a refund if you’re dissatisfied with your purchase due to an error on our part or if the product doesn’t arrive.

1. Incorrect Product / Not As Described / Damaged

You are eligible for a full refund of the purchase price, including original shipping costs, only if your return is a result of an error on our part. To receive a refund, you must return your item directly to us within 30 days of the estimated delivery date and in the same condition you received it in.

2. Product Did Not Arrive

You are eligible for a full refund of the purchase price, including shipping costs, if your product hasn’t arrived 45 days past the estimated delivery date. If the shipper/courier provides tracking information indicating the book has arrived, the return is void.

In cases where the product is returned to us for any of the following reasons, the refund price includes product price only: incomplete address, unclaimed, returned to sender, or similar.

3. Other Terms & Conditions

  1. Returned items should be unused and must be returned in original packaging with any enclosed documentation. We will issue a full refund on receipt, excluding the original delivery charge. Alternatively, if preferred, we will exchange the item.
  2. The item is your responsibility until it reaches us. Therefore, for your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
  3. Delivery charges are only refundable where goods are faulty and a refund is made.
  4. The cost of returning the item to us is your responsibility.
  5. There are no refunds on items damaged during shipping. In that case, you must file a claim with the carrier.

If you’re not seeing the refund after 14 business days, please contact your credit card or banking financial institution for further clarification.

You may all contact our team for any further clarificatons.

YES – You are eligible for a full refund of the purchase price, including original shipping costs, only if your return is a result of an error on our part. To receive a refund, you must return your item directly to us within 30 days of the estimated delivery date and in the same condition you received it in.

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