Shipping
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Shipping & Delivery Information – TCL Kenya
Last Updated: 5th April 2026
At TCL Kenya (tclkenya.ke), we want you to receive your order quickly, safely, and affordably. We deliver nationwide – from Nairobi to Mombasa, Kisumu, Nakuru, Eldoret, and beyond.
1. Delivery Options & Costs
| Location | Delivery Method | Estimated Time | Cost (KSh) |
|---|---|---|---|
| Nairobi CBD & select estates (Westlands, Kilimani, Lang’ata, Buruburu, Donholm, South B, South C, Eastleigh, Parklands) | Courier / Bike | 1–2 hours | 300 – 500 |
| Nairobi outskirts (Ruiru, Ngong, Kitengela, Athi River, Thika, Limuru, Kikuyu, Kiambu, Ruaka, Syokimau) | Courier | 1–2 hours | 800 – 1,500 |
| Major towns (Mombasa, Kisumu, Nakuru, Eldoret, Nyeri, Meru, Machakos, Kakamega, Kisii) | Courier / SGR | 24hrs | Calculated at checkout (based on weight/distance) |
| Other regions & remote areas | Courier / Postal | 1–2 business days | Calculated at checkout |
Note: For large items (refrigerators, washing machines, 65″+ TVs), a bulky item surcharge may apply. You will see the exact cost before completing checkout.
2. Free Delivery
We offer free delivery on orders above KSh 100,000 within Nairobi CBD and select estates (see zone 1 above). Free delivery does not apply to bulky items or orders outside Nairobi – but you will always see the lowest possible rate at checkout.
3. Order Processing Time
Orders placed before 6:00 PM (Monday–Friday) are processed the same day.
Orders placed after 6:00 PM or on weekends are processed the next business day.
You will receive an SMS and email confirmation when your order is dispatched.
Please note: Delivery times are counted from dispatch, not from order placement.
4. Click & Collect (Pickup from Our Office)
Prefer to pick up your order yourself? Select “Click & Collect” at checkout.
Pickup address:
Norwich Union House, Mama Ngina Street,
4th Floor Suite 13, Opposite Hilton Hotel,
Nairobi, Kenya.
Pickup hours:
Monday–Friday: 9:00 AM – 5:30 PM
Saturday: 10:00 AM – 4:00 PM
Sunday: Closed (but you can still place online orders)
You will receive an SMS when your order is ready – usually within 2 hours (during business hours). Please bring your order confirmation and a valid ID.
5. Same‑Day Delivery (Nairobi Only)
For urgent needs, we offer same‑day delivery in Nairobi CBD and surrounding estates (up to 15 km from our office).
Cut‑off time: Order by 5:00 PM (Monday–Saturday).
Cost: KSh 800 – 1,500 depending on location.
How to order: Select “Same‑Day Delivery” at checkout (if available for your address). Or call 0705885885 to confirm before ordering.
6. Delivery Partners
We work with trusted courier companies, including G4S, Sendy, Wells Fargo, and local bike partners. For upcountry deliveries, we may use SGR freight or G4S Courier Kenya (tracked). You will receive a tracking link or reference number once your order is dispatched.
7. What Happens on Delivery Day?
Our courier will call you before attempting delivery. Please ensure your phone is reachable.
For Cash on Delivery (COD) orders, have the exact amount ready (drivers may not carry change).
Inspect the package before signing or accepting. If the box is damaged or appears tampered, you may refuse delivery and contact us immediately at 0705885885.
For M‑Pesa or bank transfer orders, the courier will only release the package after confirming payment (if not already verified).
8. Missed Deliveries & Re‑delivery
If you are not available when the courier arrives:
The driver will leave a missed delivery notification and attempt to call you.
A second delivery attempt will be made within 2 business days (free of charge).
After two failed attempts, the order will be returned to our office. You may then pick it up (free) or request re‑delivery for an additional fee of KSh 300 – 500.
9. International Shipping
Currently, we ship only within Kenya. We do not deliver outside the country.
10. Tracking Your Order
Once your order is dispatched, you will receive:
SMS with a tracking link (where available).
Email with courier name and reference number.
You can also check your order status by logging into your account on tclkenya.ke or contacting us at support@tclkenya.ke.
11. Delivery Delays
While we strive to meet estimated times, delays can happen due to traffic, weather, strikes, or courier issues. If your order has not arrived within the promised window:
Check your tracking link or SMS.
Contact our support team at 0705885885 or support@tclkenya.ke with your order number. We will investigate and update you within 24 hours.
12. Damaged or Missing Items Upon Delivery
If your package arrives damaged or items are missing:
Do not accept the delivery (if still with courier).
If already accepted, take photos/video immediately and contact us within 24 hours at 0705885885 or support@tclkenya.ke.
We will arrange a free replacement or refund as per our Returns & Refund Policy.
13. Delivery to Remote Areas
For customers in very remote locations (e.g., Lodwar, Mandera, Lamu, Wajir), delivery may take up to 10–12 business days. We will contact you to confirm the best method (often via Posta or a local matatu service). Please provide a reliable phone number and, if possible, an alternative contact near you.
14. Still Have Questions?
If you need more information about shipping to your specific area, or if you would like a custom delivery quote for bulk orders, please contact us:
Phone/WhatsApp: 0705885885
Email: support@tclkenya.ke
Visit us: Norwich Union House, Nairobi (Monday–Saturday)
We look forward to delivering your TCL products safely and quickly.