How to Deliver Online Orders in Kenya (2026): Options, Costs and Packaging

Oct 19, 2026

Buy More Mall Kenya

A sale is only finished when the customer has the item in their hands. Delivery that is late, damaged or more expensive than promised turns a happy buyer into a complaint. Plan it before your first order.

Quick answer: Most small sellers use a mix: own rider or boda boda within town (same day), bus or shuttle parcel services for other towns (next day), courier companies for valuable or document items, and pick-up from your shop. Show delivery charges before payment, pack well, send the tracking or rider number, and confirm delivery.

Delivery Options Compared

Option	Best for	Speed	Watch out for
Own rider / boda boda	Same town, small items	Same day	Rider reliability, proof of delivery
Bus / shuttle parcel desks	Town-to-town	Usually next day	Customer must collect; pack strongly
Courier company	Valuable items, documents, nationwide	1–3 days	Higher cost; weight and size limits
Pick-up at your shop	Local buyers, big items	Any time	Opening hours, location directions
Lorry or pick-up truck	Building materials, machines, furniture	By arrangement	Loading, offloading, access to site

How to Charge for Delivery

Flat zones: one price within town, another for nearby towns, another countrywide.
By weight or size for heavy goods.
Free delivery above a minimum order (build the cost into prices).
Always show the charge before payment; surprise costs are a top reason buyers abandon orders.

Packaging That Arrives Safely

Strong cartons or poly mailers sized to the item.
Padding for fragile items; seal liquids in a bag first.
Label with the buyer's name, phone and town, plus your shop name.
For food and cosmetics, sealed and tamper-evident packs build trust.

Packaging machines and materials such as sealers are available on Buy More Mall: see sealing machine prices.

Cash on Delivery: Yes or No?

Cash on delivery helps first-time buyers trust you, but riders sometimes return with no sale. Many sellers ask for M-Pesa before dispatch for other towns and allow payment on delivery only within town, or ask for a small commitment fee. Whatever you choose, state it clearly.

Keep the Customer Updated

Confirm the order and delivery charge on WhatsApp.
Send a message when it leaves, with the rider's or parcel number.
Message on arrival and ask the customer to confirm.
Follow up the next day: "Did everything arrive well?"

Worked Example: A Boutique Delivering Countrywide

A Nairobi boutique delivers within the CBD by its own rider for a flat fee, sends other towns by shuttle parcel the next morning (M-Pesa before dispatch), and offers free delivery above a minimum order. Every parcel goes in a branded mailer with a thank-you card.

Common Mistakes to Avoid

No delivery price until after payment.
Weak packaging for liquids and glass.
Giving goods to unknown riders without records.
No follow-up after delivery.

Frequently Asked Questions

How do online sellers deliver in Kenya?

Usually by own rider or boda boda in town, bus or shuttle parcel services between towns, couriers for valuable items, and pick-up.

How much should I charge for delivery?

Set simple zones based on your real cost and show the price before payment.

Is cash on delivery safe?

It builds trust but has a risk of refused deliveries; limit it to nearby areas or ask for a small deposit.

How do I send goods to another town?

Pack well, use a bus or shuttle parcel service or a courier, and send the customer the parcel number.

How do I prove delivery?

Ask the rider for a photo or the customer's confirmation message.

Cover photo: Boda Boda Kenya.jpg by safaritravelplus, CC0, via Wikimedia Commons. Cropped.

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