Shipping policy

Shipping & Delivery Policy — Custom Car Accessories KE

Within Nairobi
- We deliver within Nairobi using Bolt riders or our own delivery team. [1]
- Payment on delivery is available for Nairobi orders unless otherwise stated. 

Outside Nairobi (Parcel Grid & Speed AF)
- For outside-Nairobi deliveries we use Parcel Grid and Speed AF as our main partners. 
- Customers pay the courier’s delivery fee directly to the courier company before delivery or at the point the courier requires. 
- Customers pay for the product on delivery when using a courier that supports Cash-on-Delivery (COD); the courier collects payment on our behalf where COD is available.

Bus Companies & Matatus (Customer-chosen)
- We can send items via any bus company or matatu sacco you choose.  
- Full payment (product + delivery fee) is required before we dispatch orders via bus or matatu, because these transport providers do not collect payments on our behalf. [2]

Flexible Courier Options
- We are happy to use any other courier of your choice (for example: G4S, Wells Fargo, or other licensed operators) — please contact us with the courier name and instructions before placing your order. 

Delivery Times & Tracking
- Nairobi deliveries are usually completed within 1–3 business days depending on rider availability and traffic. 
- Outside-Nairobi delivery times depend on the courier or bus service selected and the destination town; expect 2–7 business days in most cases. 
- Where available, we will provide a tracking number or booking reference once your order is dispatched. 

Delivery Fees
- Delivery fees vary by courier, distance, parcel size and weight. The courier or bus company sets the fee for outside-Nairobi deliveries. 
- Any delivery fees payable to third-party couriers must be paid directly to the courier as instructed. 

Returns, Damages & Loss
- Inspect your items on receipt. If an item arrives damaged or incorrect, please contact us within 48 hours with photos and your order number so we can resolve it quickly.  
- For items lost in transit by a third-party courier, we will support your claim and liaise with the courier, but final liability and refund/compensation depends on the courier’s terms.