What items cannot be shipped and what to do if your package is flagged

Important

Shipping prohibited or restricted items can result in package seizure, additional fees, and delays. Please review this guide carefully before sending any packages.

What Are Prohibited Goods?

Prohibited goods are items that cannot be shipped via air freight or ocean freight due to safety regulations, customs laws, or carrier restrictions. These rules are set by international aviation authorities (IATA), maritime regulations, and Kenya Revenue Authority (KRA) customs.

When you ship packages through Kentex Cargo, our warehouse team checks incoming packages. If a prohibited or restricted item is found, the package is flagged and placed on hold, and you are notified by email and SMS so we can resolve the situation together.

Before placing any order or sending packages to one of our US warehouses, please review the list below to ensure your items are eligible for shipment.

Full Prohibited Items List

Strictly Prohibited (Cannot Ship Under Any Circumstances)

Weapons, firearms, and ammunition
Explosives, fireworks, and flares
Flammable liquids (such as fuel, lighter fluid and paint), compressed gases and aerosol cans
Illegal drugs and controlled substances
Live animals and plants
Perishable food items
Counterfeit or pirated goods
Human remains or biological samples
Radioactive materials
Acids, corrosive chemicals and toxic substances such as pesticides
Currency and bearer instruments

Restricted Items (Require Special Handling or Documentation)

Lithium batteries: Must comply with IATA packing rules; standalone lithium batteries and power banks cannot be sent by air shipping
Electronics with built-in batteries: Must be declared on your air pre-alert ("Contains lithium-ion battery?")
Perfumes and cosmetics: Perfume and cologne over 500 ml count as flammable liquids and are restricted on air cargo
Dietary supplements: Must have valid labeling and documentation
Prescription medications: Require a valid prescription and may need clearance from Kenyan authorities
Alcohol and tobacco: Subject to Kenya import duties and quantity limits

Tip: When in Doubt, Ask First

If you are unsure whether an item is allowed, ask us before shipping: message us in the Communication Center or email sales@kentexcargo.com. We can advise you on restrictions and help avoid delays.

What Happens If My Item Is Flagged

If our warehouse team identifies a prohibited or restricted item in your shipment, the following process is initiated:

Item DetectedOur warehouse staff flags the package and may take a photo for documentation. The package is placed on hold and will not be shipped.

You Are NotifiedWe email and text the sender and the receiver on the package, explaining why it was flagged. The email includes a button that opens your Prohibited Cases page.

Action RequiredYou decide what happens on the Prohibited Cases page: have the item returned with a prepaid return shipping label, have it discarded at no cost, or dispute the decision.

ResolutionOnce you confirm the handling fee and upload a return label, our warehouse prints the label and ships the item back to you. Your other packages continue as normal.

The Return Process

Step-by-Step Return Workflow

Receive notification: check your email and SMS, then open your Prohibited Cases page for details about the flagged package.
Confirm the return handling fee: the amount is shown on your case. Tap the Pay and Return button to confirm it.
Buy a prepaid return shipping label: buy one from any major carrier (USPS, UPS, FedEx), addressed to where you want the item sent. The label must be a PDF file.
Upload the return label: on the same case, tap "Upload PDF Label" and choose the file.
Warehouse processes the return: our staff print the label, attach it to the package and hand it to the carrier.
Track your return: your case shows the carrier and the return tracking number once the item is shipped back, and you can follow it just as you would track any other shipping order.

Important Notes

The return label must be a prepaid PDF label (up to 10 MB). We cannot accept screenshots, photos or QR codes.
Only the flagged package is held. Your other packages continue to be processed normally.
If you do not want the item back, choose "Discard Item" on your case and we will dispose of it safely at no cost. This cannot be undone.

Return Handling Fee

Per case

Return Handling FeeThe amount is shown on your case before you confirm it

The handling fee covers warehouse staff time to set the package aside, prepare it for return, print your return shipping label, and hand it to the carrier.

This fee is separate from the cost of your prepaid return shipping label, which you buy yourself from your chosen carrier. It is not taken from your Kentex wallet balance and is not added to a shipping invoice: you confirm it on the case itself. If you choose to discard the item instead, there is no fee.

How to Upload a Return Label

1
Sign In to Your AccountSign in to your Kentex Cargo account at kentexcargo.com
2
Go to Prohibited CasesUse the "Open Your Portal to Upload Label" button in your notification email to open the Prohibited Cases page
3
Find the CaseEach case shows the package tracking number, the reason it was flagged and where it was detected
4
Confirm the FeeCheck the return handling fee shown on the case and tap the Pay and Return button
5
Upload Your PDF LabelTap "Upload PDF Label" and choose your prepaid return shipping label (PDF only, up to 10 MB). Our warehouse team will take it from there.

Tracking Your Case

You can track the progress of any prohibited goods case from your account. Each case shows a timeline (Detected, Fee Paid, Label Uploaded, Label Printed, Returned) so you know exactly where things stand. A case can also show Item Discarded, if you chose to discard the item, or Under Review, while we look at a dispute.

Case Status Meanings

Item DetectedA prohibited item has been identified in your package and you have been notified

Action RequiredConfirm the return handling fee, or choose to discard the item

Upload Return LabelThe fee is confirmed and we are waiting for your PDF return label. If a label is rejected, you will be asked for a new one here.

Warehouse ProcessingYour label has been received and the item is queued for return processing

Label PrintedThe warehouse has printed your label and attached it to the package

Item ReturnedThe item has been shipped back to you. Your case shows the carrier and tracking number for delivery updates.

Frequently Asked Questions

Can I just have the item disposed of instead of returned?

Yes. Tap "Discard Item" on your case and confirm. We will dispose of the item safely at no cost to you. This cannot be undone, and it is no longer offered once the return label is being processed.

Will my other items in the same shipment be delayed?

No. Only the flagged package is placed on hold. Your other packages continue through our normal air or ocean process without delay.

What if I disagree with the classification?

Tap "Dispute This Decision" on your case and explain why you believe the item is allowed. The case shows Under Review while our team checks it and works with you to resolve it.

How long do I have to respond?

The notification does not set a deadline, but please act as quickly as you can. Until you decide, the package stays on hold at our warehouse.

Can a previously returned item be re-flagged?

Yes. If an item that was previously part of a resolved case is sent again and still falls under prohibited categories, it will be flagged again and the full process will restart.

Where can I view my prohibited cases?

Sign in to your Kentex Cargo account and open the Prohibited Cases page from the link in your notification email. Each case is listed with its timeline of events.

Prohibited Goods Policy