Shipping & Orders Guide
Track packages, understand shipping methods, and manage your orders
How to Place an Order
- 1Get a QuoteSearch for an Amazon product by name or paste its Amazon link. For other US stores, send the product links as a Shopping Request.
- 2
- 3Add to CartReview and add items to your shopping cart
- 4CheckoutReview your order. US customers choose the receiver in Kenya.
- 5PaymentPay by M-Pesa, wallet, or card (see the invoice and payment guide), then choose pickup or home delivery in Kenya
- 6ConfirmationReceive order confirmation via email and SMS
Our team starts on your order once payment is confirmed. You can follow it in My Documents under Orders.
Understanding Order Statuses
Awaiting Payment
Your order has been placed but payment is not yet confirmed. Complete payment to move it forward.
Purchased
We've bought your items from Amazon or the store you chose, and they are on their way to our US warehouse.
Received at US Warehouse
Your package has reached our warehouse in the United States. It is then processed and packed for the next departure.
Departed USA and In Transit
Your package has left the US and is on its way to Kenya. Follow it on the Track page or with the tracking link in your notifications.
Arrived in Kenya and Clearing Customs
The shipment has landed in Kenya and is going through Kenyan customs. Your tracking page shows these steps.
At Nairobi Warehouse, Then Ready for Pickup/Delivery
Your package has been scanned into our Nairobi warehouse. Once its invoice is ready it shows as ready for pickup, and once the invoice is paid it can be collected or sent out for delivery.
Delivered
Your package has been collected or delivered. Thank you for using Kentex Cargo!
Shipping Methods Explained
Air Freight
- Speed: 7-14 working days. Flights leave every Wednesday; the cut-off is Monday.
- Cost: Charged per kg of chargeable weight, with a minimum charge per shipment
- Best For: Urgent shipments, lightweight items, electronics
- Tracking: Synced with the airline's tracking after departure
- Delivery: Collect from our Nairobi warehouse or choose home delivery (a delivery fee applies)
Ocean Freight
- Speed: 75-90 days. Sailings leave in the last week of every month.
- Cost: Charged per cubic foot, not by weight, with a minimum charge per shipment
- Best For: Large or heavy items, bulk orders, non-urgent shipments
- Tracking: Synced with the shipping line's tracking
- Delivery: Collect from our Nairobi warehouse, or choose home delivery for a per-box fee
Choosing the Right Method
- Small, light items → Air Freight
- Large or bulky items → Ocean Freight
- Urgent delivery needed → Air Freight
- Cost savings priority → Ocean Freight
- Several packages at once → Consolidate them (see below)
Bulky but lightweight items can also be charged by volumetric weight, so it's worth measuring before you ship.
Tracking Your Shipment
If your packages are still travelling to our US warehouse, also create a pre-alert so we can match the inbound carrier tracking to your account.
Finding Your Tracking Number
- Use the carrier tracking number (UPS, FedEx, USPS, etc.) from the store's shipping confirmation
- It is also shown on your pre-alerts in My Shipments
- Our notifications include a tracking link for the package
How to Track
- Open Track in the menu, or tap the tracking link in a notification
- Make sure you have the carrier tracking number
- Enter your tracking number
- See each step from our US warehouse to Kenya
Tracking Updates
- Air Freight: Synced with the airline's tracking after departure
- Ocean Freight: Synced with the shipping line's tracking
- In Kenya: Updated when we scan your package into our Nairobi warehouse
Delivery Notifications
- Package received at our US warehouse
- Shipment departs the US
- Package scanned into our Nairobi warehouse
- Package ready for pickup/delivery
- Package delivered
Prohibited Items
Cannot Ship (Strictly Prohibited)
- Weapons and ammunition
- Explosives and fireworks
- Flammable liquids, compressed gases and aerosols
- Illegal drugs and substances
- Live animals and plants
- Perishable food items
- Counterfeit goods
- Human remains
Restricted Items (Special Requirements)
- Lithium Batteries: Standalone batteries and power banks cannot go by air
- Electronics with Batteries: Must be declared on your air pre-alert
- Perfumes/Cosmetics: Perfume over 500 ml is restricted on air cargo
- Supplements: Valid documentation needed
- Medications: Prescription required
What If My Item Is Flagged?
If a prohibited item is found in your package, we hold that package and notify you by email and SMS. On your Prohibited Cases page you can return it with a prepaid return label (a return handling fee, shown on the case, applies) or have it discarded at no cost.
Read the full Prohibited Goods PolicyPackage Consolidation
What is Consolidation?
Combining several of your packages into one shipment that is billed together, which costs less than shipping them one by one.
How It Works
- Choose Consolidation: right after you create a pre-alert, pick "I'm sending several packages" (not offered while an invoice is more than 30 days overdue)
- Add Your Packages: add the other tracking numbers within the window shown when you set it up
- Close the Group: it closes on its deadline, or earlier when you tap "I'm done shopping"
- Shipped Together: the group is sealed and shipped as one, with one minimum charge for the whole group
Consolidation Benefits
- Lower total shipping cost
- One minimum charge instead of one per package
- The same delivery window
- All packages in the group travel together
- You choose when the group closes
Customs & Import Duties
Understanding Customs
All international shipments go through Kenyan customs clearance, and your tracking page shows when a shipment is clearing customs. For a full breakdown of duty bands and exemptions, see the Kenya customs and import duties guide.
When Are Duties Charged?
- Duty depends on the type of item and its value
- Some item categories carry their own duty rates
- Many similar items can look like goods for resale
How Duties Are Calculated
- Based on item category and value
- Determined by Kenya Revenue Authority
- Declare each item's real value on your pre-alert
- Final amount determined by customs
Clearance and Release
- We handle customs clearance for you
- Ask us before you ship if you are unsure about an item
- Pay invoices by M-Pesa or card
- Packages are released once their invoice is paid
Get Amazon Quote