Shipping, Delivery and Pick Up

Published on: Mar 1, 2023 at 12:19
Last Updated on: Mar 1, 2023 at 12:19

This page describes TSL Online policy on shipping and delivery for all products purchased through this website. We strive to maintain excellent customer service and satisfaction, including a guarantee of delivery of every product as it’s described on this website.

Delivery couriers:

• • • Our upcountry delivery provider is Fargo courier.
    • Our local deliveries will be provided by motorcycle messengers.

Shipping/Delivery costs:

• • • Shipping charges for goods delivered within Nairobi will incur a shipping cost of KSh 200-500 depending on proximity and urgency. For areas considered as hardship areas (*refer to bottom of page) this will attract a higher shipping fee.
    • All orders out of Nairobi (Upcountry) but within parts of Kenya will be charged a flat rate of Ksh 500 depending on the total weight.
    • The shipping fee applies to orders weighing between 0-10 kg, each additional kg or part thereof is charged an additional KSh 50.
    • Free shipping is available for orders above KSh. 5,000 within Nairobi.
    • Delivery will be done using TSL Online preferred courier. Should the client prefer a different courier other than the ones offered by TSL Online, the client will meet the delivery costs and it will be at the client’s own risk.
    • TSL Online will not provide one shipping cost to orders that are split between multiple shipping addresses. A split order will not be considered a single consignment and may be treated as a multiple order, hence attracting additional courier charges.

Shipping/Delivery timings:

• • • Delivery within Nairobi will be shipped within 48 – 72 hours after receipt and clearance (when all your items are available to ship) of the order and up to 5 days to the rest of Kenya.
      

      Working hours:

      8:30AM – 5:30 PM which is Monday – Friday,
      9:30AM – 1:30 PM Saturdays
      Closed on Sundays and public holidays.

    • If you are not available at the time of delivery, the delivery agent will try to reach you three times. If the call is not answered, we will have your package brought back and it will remain in our offices until we receive feedback from the client.

Express Delivery:

• • • Express delivery applies strictly within Nairobi city.
    • This is an expedited service whereby the customer expects delivery within 24 hours for an extra fee.
    • For all express deliveries orders should be placed before 2 pm for next day delivery.

Order Fulfillment:

• • • TSL Online is not responsible for receiving and processing an order with an incorrect shipping address. Please check your shipping address for accuracy. Please allow for additional time for all out-of-town deliveries. We have no control over certain issues e.g., courier delays.
    • Some orders might require sourcing the items from a distributor or from our main branch, in this case, the order might delay. While this is not the norm, TSL Online will always communicate with the customer about the same.
    • We reserve the right to choose the most appropriate shipping method according to the size and weight of your order, the location of your shipping address, and other factors.
    • TSL Online automatically insures any orders.
    • In case you prefer to pick up any order yourself, you have the option of collecting it from our store. To do this, hit the “IN-STORE PICKUP” button on the Shipping Tab on the checkout page.You may pick up your order at the following location: – Amee Arcade building, Level 3. Westlands. Nairobi.

Order Delays:

• • • Note that the shipping time stated is an estimate and not guaranteed. The timelines may be affected by natural occurrences e.g., excessive rain, man-made events e.g., demonstrations. In the event of any of these occur, TSL Online will advise the client accordingly.
    • Shipping times can be affected by factors over which TSL Online has no control, including incorrect delivery addresses, weather, courier, and other delivery restrictions.

Delivery to Hardship areas (Areas considered to have poor infrastructure):

The following areas* are considered hardship areas by most courier services (including EMS) and will, therefore, attract extra shipping fee of not less than KSh 1,000: Baragoi, Bura, Dadaab, Elwak, Garsen, Hola, Habaswein, Ijaara, Lamu, Lodwar, Lokichogio, Mandera, Maralal, Marimanti, Marsabit, Masalani, Mbita, Modogashe, Moyale, Nginyang, Sugutar marmar, Takaba, Wajir & Wamba.

Kindly note delivery for items shipped to hardship areas is within 10 days.

*The list is updated occasionally as we get the information. Any other area not listed here and not easily accessible falls under a special zone and will be priced accordingly.*

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