Last Updated: June 15, 2026
At Simu Store, we are committed to delivering your orders quickly, safely, and transparently. Please read our shipping policy carefully before placing your order.
1. Order Processing Time
All orders are processed within 1–2 business days (Monday to Saturday, excluding public holidays) after payment confirmation. You will receive an email notification with your tracking information once your order has been dispatched.
Orders placed after 4:00 PM EAT (East Africa Time) will be processed the next business day.
2. Shipping Methods & Delivery Timeframes
We offer the following shipping options at checkout:
| Shipping Method | Estimated Delivery Time | Cost |
|---|---|---|
| Free Delivery (Nairobi CBD) | Same Day | Free |
| Same-Day Delivery (Nairobi and its Environs) | Same day (order by 12:00 PM) | Ksh. 500 |
| Country Wide Shipping | 1-2 Business Days | Calculated at checkout |
| East Africa Shipping | 7–21 business days | Calculated at checkout |
Delivery timeframes are estimates and may vary due to carrier delays, customs processing, or unforeseen circumstances.
3. Shipping Costs
Shipping costs are calculated based on your delivery location, the weight of your order, and the shipping method selected. The exact shipping cost will be displayed at checkout before you complete your purchase.
Free standard shipping is available on orders over a specified minimum order value, as displayed on our website at the time of purchase.
4. Shipping Destinations
Simu Store currently ships to:
- Kenya – nationwide delivery available
- East Africa – Uganda, Tanzania, Rwanda, Ethiopia, and South Sudan
If your country or region is not listed at checkout, please contact us for assistance.
5. Order Tracking
Once your order has been shipped, you will receive a confirmation email containing:
- Your order number
- The name of the shipping carrier
- A tracking number and a link to track your shipment in real time
You can also track your order by logging into your Simu Store account and visiting My Orders.
6. Delivery Address Accuracy
Customers are responsible for providing a complete and accurate delivery address at the time of purchase. Simu Store is not liable for delays, failed deliveries, or additional charges resulting from an incorrect or incomplete address provided by the customer.
If you notice an error in your shipping address after placing an order, please contact us immediately at support@simustore.com. We will do our best to update the address before dispatch, but we cannot guarantee changes once an order has been processed.
7. Customs, Duties & Taxes (International Orders)
For international shipments, your order may be subject to import duties, taxes, and customs clearance fees levied by the destination country. These charges are the sole responsibility of the customer and are not included in the product price or shipping cost shown at checkout.
Simu Store has no control over customs charges and cannot predict their amount. We recommend contacting your local customs authority for further information before placing an international order.
8. Lost, Stolen, or Damaged Shipments
If your order arrives damaged or appears to have been tampered with, please:
- Take photographs of the packaging and item(s) before opening.
- Contact us at support@simustore.co.ke within 48 hours of delivery.
- Provide your order number and photos for assessment.
For orders that are lost in transit, please allow up to 5 business days beyond the estimated delivery date before reporting a missing shipment. We will work with the carrier to investigate and resolve your case promptly.
9. Failed Delivery Attempts
If a delivery attempt is unsuccessful and the package is returned to us, we will notify you via email. You may choose to:
- Have the order re-shipped (additional shipping fees may apply), or
- Receive a refund for the product cost, minus the original shipping charge.
10. Shipping Restrictions
Certain products may be subject to shipping restrictions based on destination country regulations (e.g., electronics, batteries, or regulated goods). If an item in your cart cannot be shipped to your selected destination, you will be notified during checkout.
11. Changes to This Policy
Simu Store reserves the right to update this Shipping Policy at any time. Changes will be reflected on this page with an updated “Last Updated” date. Continued use of our website after changes constitutes acceptance of the revised policy.
12. Contact Us
If you have any questions about your shipment or this policy, please reach out to us:
- Email: support@simustore.com
- Phone: +254 791 777 477
- Business Hours: Monday – Saturday, 8:00 AM – 6:00 PM EAT