Package Tracking & Pre-Alerts Guide

Understanding Package Tracking

What is Package Tracking?

Package tracking allows you to monitor your shipment's journey from our US warehouse to Kenya in real-time. Every package receives a unique tracking number that provides visibility into its current status and location.

Why Track Your Packages?

Transparency: Know exactly where your package is at all times
Planning: Prepare for delivery or pickup
Peace of Mind: Confirm your items are en route safely
Issue Resolution: Quickly identify and resolve any delays

Tracking Methods

1. Kentex Dashboard

Access tracking directly from your Dashboard for the most up-to-date information.

2. Email Notifications

Receive automatic updates at key milestones: received, shipped, arrived, ready for pickup.

3. SMS Alerts

Get instant text notifications for critical updates (if enabled in Settings).

Step-by-Step Tracking Guide

Method 1: Dashboard Tracking

Log in to your Kentex account
Navigate to Dashboard
Click on "Orders" or "My Shipments"
View all your active and completed orders
Click on any order to see full details and tracking timeline

Status Meanings

Processing

Pre-alert submitted, awaiting package arrival

Received

Package arrived at US warehouse

Weighed & Measured

Dimensions and weight confirmed

In Transit

En route to Kenya

Customs Clearance

Processing through Kenya customs

Ready for Pickup

Available at pickup location

Typical Timeline

Day 0: Pre-alert submitted
Day 1-2: Package received at warehouse
Day 2-3: Processing and consolidation
Day 3-4: Departure from US
Day 10-17: Arrival in Kenya (air freight)
Day 18-21: Customs clearance
Day 21-24: Final delivery or pickup

Understanding Pre-Alerts

What is a Pre-Alert?

A pre-alert is your notification to Kentex that a package is coming to our US warehouse. It helps us:

Identify your packages immediately upon arrival
Process them faster
Ensure accurate billing
Prevent mix-ups or delays

Benefits of Pre-Alerting

With Pre-Alert

✓ Faster Processing: Priority handling
✓ Accurate Records: We know what to expect
✓ Better Tracking: Updates start immediately
✓ Cost Transparency: Early shipping estimates

Without Pre-Alert

✗ Processing delays (2-5 business days)
✗ Possible misidentification
✗ Extra verification steps required
✗ Delayed shipping

When to Create a Pre-Alert

Best: Immediately after placing your US order
Good: Within 24 hours of order placement
Acceptable: Before package reaches our warehouse
Late: When tracking shows "Out for Delivery" to warehouse

Creating Pre-Alerts Step-by-Step

Quick Pre-Alert Creation

Go to Dashboard
Click "Create Pre-Alert" button
Fill in required information
Submit for processing

Required Information

1. Store/Merchant Name

Where you purchased the item (e.g., Amazon, eBay, Target, Walmart)

2. US Tracking Number

USPS, FedEx, UPS tracking number from your order confirmation email

3. Warehouse Code

Your unique Kentex receiver code found in My Warehouses

4. Item Description

Be specific: Include brand, model, quantity (e.g., "Apple AirPods Pro (2nd Generation) - 1 unit")

5. Item Value (USD)

Purchase price - required for customs and insurance

Special Item Declarations

Battery Items - Critical for Air Freight

Select "Contains Rechargeable Battery" for:

Laptops with internal batteries
Power banks
Wireless headphones
Smartwatches

Note: Incorrect battery declarations can delay your shipment 7-14 days!

Resolving Tracking Problems

Common Tracking Issues

"No Tracking Information Found"

Possible Causes:

Tracking number not yet in system
Package hasn't shipped yet
Incorrect tracking number format

Solution: Wait 24 hours after US shipment, verify tracking number from merchant

"Status Not Updating"

Why This Happens:

Package in transit (updates resume at next scan)
Weekend or holiday delays
Customs processing (can take 2-5 days)

Solution: Allow 48 hours for updates, contact support if >5 days without update

"Package Shows Delivered But Not Received"

Immediate Steps:

Check with household members
Look around delivery location
Verify delivery address
Check pickup location hours
Contact Kentex support immediately

Need More Help?

Contact Support:

Email: support@kentexcargo.com
Live Chat: Dashboard (business hours)
Phone: +254 XXX XXX XXX

Ready to Track Your Package?

View all your shipments and create pre-alerts from your dashboard

Go to Dashboard