When you buy online, delivery is half the experience. On Airsoko, products come from many sellers, and they can reach you in different ways. This guide explains what our delivery information means and how to make sure your order arrives when you need it.
Delivery details on the product page
Our product pages show several delivery-related details:
- Who ships the item, for example "Shipped by seller".
- Ships from, the item's starting location.
- Delivery information, a typical time for the item, set by the seller.
- Ship To, where you select your delivery location.
- Delivery estimate, calculated after you choose a location. We calculate the delivery date once you pick where it is going.
- Availability, such as "In Stock".
Always select your actual delivery location before buying, so you see the right fee and estimate.
Two ways orders are fulfilled
We use two methods, set out on our Shipping Options page:
Seller-shipped (Self Shipping)
Sellers who manage their own logistics package and ship items directly to you. They are responsible for accurate shipping information and timely delivery. Our Seller SLA requires self-shipping sellers to ship within 2 business days of confirming an order, with a maximum delivery time of 7 business days.
Fulfilled by Airsoko (AFS / FBA)
With Airsoko Fulfillment Services, the seller's stock is stored with us, and we handle picking, packing and delivery. This is currently available for deliveries within Kenya, with same-day delivery in Nairobi and delivery elsewhere within a few business days.
Delivery fees
Delivery times and fees vary depending on the option and destination, and we outline them clearly at checkout. Some products show free delivery to certain locations; always check the estimate for your location.
Airsoko Prime delivery
Airsoko Prime members get free delivery on eligible orders, with no minimum order. Prime offers same-day, next-day and scheduled delivery options depending on location, and same-day delivery is available in Nairobi, Mombasa and Kisumu for eligible products ordered before the cutoff. Look for the Prime badge on listings to confirm eligibility.
Tracking your order
- My account: see your orders and their status.
- Track Your Order: enter your tracking number or order ID.
Order statuses typically move from confirmation to dispatch, out for delivery and delivered. If a seller adds a tracking number, you can use it to follow the parcel.
Tips for smooth delivery
- Keep your phone number up to date so couriers can reach you.
- Give clear directions in your address, including landmarks.
- Choose a location where someone can receive the parcel.
- Check the estimate before deadlines such as birthdays or events.
- Inspect the parcel on arrival and take photos if anything is damaged.
If something goes wrong
- Late order? Check the tracking status, then contact us through Help & Support with your order number.
- Damaged or wrong item? See our Returns Policy. We cover return shipping when the problem is a wrong, defective or damaged item.
- Need a faster answer? Prime members have priority support.
An example: planning a gift
For example, say Lilian wants a kettle delivered to her mother in Kisumu before a birthday on Saturday. On Monday she opens the product page, sets the Ship To location to Kisumu and checks the estimate. One listing is shipped by a seller in another town with a longer delivery window; another is Prime-eligible. She chooses the option whose estimate arrives before Saturday, enters her mother's phone number in the address, and tracks the order until it is delivered.
Delivery and returns go together
If an item arrives damaged or wrong, delivery is not the end of the story. Under our Returns Policy, we cover return shipping for wrong, defective or damaged items, while change-of-mind returns are at the customer's cost unless specified otherwise. For items fulfilled by Airsoko, we handle return logistics directly.
Order Assistance
Our product pages also include an Order Assistance option if you need help before buying.
Getting it there on time
Delivery on Airsoko depends on who ships the item, where it ships from and where you are. Choose your location on the product page to see the estimate, check whether the item is seller-shipped or Airsoko-fulfilled, consider Prime if you order often, and track your order from your account.
Start shopping at www.airsoko.com and see delivery estimates for your location.
