Shipping Policy
Fast, reliable delivery to your door — across Nairobi and beyond.
Last updated: June 2025
Delivery Coverage
We deliver to all locations across Kenya. Orders are dispatched from our store in Kahawa Sukari, Nairobi.
Nairobi & Environs
Same-day or next-day delivery for orders placed before 12 noon.
Rest of Kenya
2 – 5 business days depending on your location.
Delivery Fees
Our delivery fee is a flat rate per delivery zone — the same regardless of your order amount. Very large or bulky orders that require special arrangements are quoted separately.
| Delivery Zone | Delivery Fee |
|---|---|
| Nairobi CBD & inner suburbs | KSh 600 |
| Greater Nairobi (outer suburbs) | KSh 850 |
| Rest of Kenya (upcountry) | From KSh 1,500 |
| Large / bulky orders (custom) | Quote on request |
Delivery fees shown are current rates and may be updated from time to time.
Order Processing
All orders are processed within 1 business day of confirmed payment. Orders placed on weekends or public holidays are processed the next business day. You will receive an SMS or email confirmation once your order has been dispatched.
Live Animals & Perishables
Live animals, fresh food, and refrigerated products require special handling. Delivery for these items is restricted to Nairobi and nearby areas to ensure the safety and welfare of the animal or product. Please contact us before ordering live pets to confirm delivery eligibility in your area.
Tracking Your Order
Once your order is dispatched, you will receive a tracking reference via SMS or email. You can also track your order by logging into your account and visiting the "My Orders" section.
Missed Deliveries
If no one is available to receive your order, our delivery partner will leave a note and attempt re-delivery the following business day. After two failed attempts, the order will be held at our store for up to 5 days before being returned. Re-delivery fees may apply.
Delays
Delivery timelines are estimates and may be affected by traffic, weather, or circumstances beyond our control. We will notify you promptly if your order is delayed. The Royal Pets is not liable for delays caused by third-party courier services.