Delivery Policy

Delivery may be offered for selected products and locations within Kenya. Delivery availability will be confirmed during checkout or by the admin team after the order is placed. The Ministry may decline delivery requests for locations or products where delivery is not feasible.

Delivery Methods

Delivery may be handled through:

• Ministry-arranged courier or rider.
• Third-party courier service.
• Customer-arranged rider with prior arrangement.
• Manual delivery arrangement confirmed by the admin team.

Delivery Fees

Delivery fees depend on factors including delivery location, product size and weight, courier charges, and urgency. Where fees cannot be automatically calculated at checkout, the admin team will contact the customer to confirm the delivery fee before dispatch. Dispatch will only proceed after the customer confirms acceptance of the delivery fee.

Delivery Timelines

Delivery timelines provided at checkout or by the admin team are estimates only and may be affected by location, courier availability, weather, traffic, public holidays, or incomplete customer information. The Ministry will make reasonable efforts to notify customers of material delays.

Customer Responsibility

The customer is responsible for providing accurate and complete delivery information, including:

• Full name and phone number.
• Precise delivery address including building name, estate, street, and area.
• A recognisable landmark or map pin where applicable.
• Any specific delivery instructions.

The Ministry is not responsible for delays, failed deliveries, or losses caused by inaccurate or incomplete delivery information provided by the customer.

Delivery After Lipa Polepole

Items purchased under a Lipa Polepole plan will not be dispatched for delivery until the full balance has been cleared. A delivery request submitted before the balance is paid will be queued for processing only after full payment.

Lost or Damaged Goods in Transit

The Ministry liability for goods lost or damaged in transit is limited to the purchase price of the item. Claims for transit loss or damage must be reported within 48 hours of the expected delivery date, with the order reference, delivery reference where available, and a description of the issue. The Ministry will investigate and respond within 7 business days.

Failed Delivery

If delivery fails because the customer is unreachable, provided incorrect information, or is unavailable at the time of delivery, any re-delivery attempt may be subject to an additional delivery fee. The Ministry will contact the customer to agree on re-delivery arrangements. If re-delivery is not arranged within 7 days of the failed attempt, the order may be recalled and the customer may be required to arrange pickup.