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Package Tracking & Pre-Alerts Guide

Follow your packages and tell us what is coming with pre-alerts

Understanding Package Tracking

What is Package Tracking?

Package tracking shows each step of your package's journey from our US warehouse to Kenya, whether it travels by air freight or ocean cargo. You track each package by its US carrier tracking number (the one on your pre-alert), and the steps update from our warehouse scans and from the airline or shipping line, all the way to our Nairobi pickup location or your door.

Why Track Your Packages?

  • Transparency: See which step your package has reached
  • Planning: Prepare for delivery or pickup
  • Peace of Mind: Confirm your items are on their way
  • Issue Resolution: Spot a delay early and contact us

Tracking Methods

1. Kentex Dashboard

See every package and its tracking steps under My Shipments in your Dashboard. You can also enter a tracking number on our Track page without logging in.

2. Email Notifications

Automatic emails when your package is received at our US warehouse, leaves the USA, is scanned into our Nairobi warehouse, is ready for pickup and is delivered.

3. SMS Alerts

Text messages at the same steps, sent to the phone number on your account. Keep it up to date in Settings.

Step-by-Step Tracking Guide

Method 1: Dashboard Tracking

  1. Log in to your Kentex account
  2. Go to your Dashboard
  3. Open "My Shipments" (called "Shipments" on mobile)
  4. View your active and completed shipments and pre-alerts
  5. Check the tracking timeline shown with each shipment

Status Meanings

Pending

Pre-alert received; your package has not reached our US warehouse yet

Received

Scanned in at our US warehouse

Processing and Packed

Weighed and measured at our US warehouse, then packed for the next departure

In Transit

Departed the USA and on the way to Kenya by air or ocean

Clearing Customs

Arrived in Kenya and going through customs

Ready for Pickup

At our Nairobi warehouse with your invoice available. Once it is paid, the package is released for collection or sent out for delivery, then shows as Delivered.

Typical Timeline (Air Freight)

  1. Before it arrives: Create your pre-alert as soon as you have the carrier tracking number
  2. On arrival: Your package is scanned in at our US warehouse and we notify you
  3. Monday: Air cut-off. Packages at our US warehouse by Monday make that week's flight
  4. Wednesday: Departure from the USA, and we notify you
  5. 7-14 working days: Air transit from departure to arrival in Kenya (ocean freight departs in the last week of every month and takes 75-90 days)
  6. After landing: Customs clearance, then your package is scanned into our Nairobi warehouse and we notify you
  7. Ready: Ready for pickup with your invoice available, then collected or delivered once the invoice is paid

Understanding Pre-Alerts

What is a Pre-Alert?

A pre-alert tells Kentex that a package is on its way to our US warehouse. It helps us:

  • Match the package to you by its tracking number as soon as it is scanned in
  • Ship it the way you chose, by air or ocean
  • Bill it correctly, using the item value you declared
  • Know about batteries, liquids or perfume before it arrives

Benefits of Pre-Alerting

With Pre-Alert

  • ✓ Automatic Matching: Matched to you when it is scanned in
  • ✓ Your Choice Applied: Air or ocean, as you selected
  • ✓ Tracking From Day One: Shows as Pending until it arrives
  • ✓ Rewards: Earns Kentex Rewards when created before the package reaches our US warehouse

Without Pre-Alert

  • ✗ We have to identify the package from its label alone
  • ✗ Packages with no air or ocean choice on record are billed as air freight
  • ✗ No declared value or special-handling answers on file
  • ✗ No pre-alert reward

When to Create a Pre-Alert

  • Best: As soon as the store gives you the carrier tracking number
  • Good: Any time before the package reaches our US warehouse
  • Use the right number: The carrier tracking number, not the store order number (Amazon tracking numbers start with TBA)
  • Late: After the package reaches our warehouse. It can still be matched, but it does not earn the pre-alert reward

Always check your items against our prohibited goods list before you submit. Packages with prohibited items are put on hold. For higher-value orders, also review the Kenya customs duties guide so you know what to expect on arrival.

Creating Pre-Alerts Step-by-Step

Quick Pre-Alert Creation

  1. Go to your Dashboard
  2. Use the Create Pre-Alert box (or "New Pre-Alert" on My Shipments)
  3. Enter the tracking number, air or ocean, a short description and the item value
  4. Select "Submit Pre-Alert". You can edit it until the package is scanned in at our US warehouse (Dashboard, Classic view, My Pre-Alerts)

Required Information

1. Tracking Number

The carrier tracking number (UPS, FedEx, USPS, or Amazon numbers starting with TBA), not the store order number

2. Air or Ocean

Choose how the package ships. Your choice is applied to the package when we receive it.

3. Warehouse Code

The pre-alert is linked to your account, but the package itself must be addressed with your warehouse code, shown on US Warehouses

4. Item Description

Optional. Briefly describe what is in the package (e.g., "Nike shoes, 2 pairs")

5. Item Value (USD)

What you paid. It is used for billing and customs, and it is the value you would claim if the package were lost or damaged

Special Item Declarations

Batteries, Liquids and Perfume: Air Freight

For air freight, answer Yes to the lithium-ion battery question for:

  • Laptops with internal batteries
  • Phones and tablets
  • Wireless headphones
  • Smartwatches

Note: Batteries packed on their own and power banks cannot be shipped by air. Also tell us if the package contains liquids or perfume.

Resolving Tracking Problems

Common Tracking Issues

"No Tracking Information Found"

Possible Causes:

  • No pre-alert yet, and the package has not been scanned at our US warehouse
  • The store order number was entered instead of the carrier tracking number
  • A typo or a missing digit in the number

Solution: Check the number with the store, then create a pre-alert. Until the package reaches our US warehouse, the carrier's own tracking shows where it is

"Status Not Updating"

Why This Happens:

  • Waiting for the next departure: air leaves every Wednesday (Monday cut-off), ocean in the last week of every month
  • In the air or at sea, updates come from the airline or shipping line
  • Landing and customs show on the tracking page without an email or text. The next message comes when the package is scanned into our Nairobi warehouse

Solution: Contact support if your package is past 7-14 working days from departure by air, or 75-90 days by ocean

"Package Shows Delivered But Not Received"

Immediate Steps:

  1. Check whether someone you sent, or someone in your household, collected it
  2. For home delivery, look around the delivery location
  3. Check the delivery address in your Settings
  4. Check whether you chose pickup or home delivery for this package
  5. Contact Kentex support right away. Every collection at our counter is recorded with a photo of the goods

Need More Help?

Contact Support:

  • Email: sales@kentexcargo.com
  • Chat: Communication Center in your dashboard (our team replies during office hours)
  • WhatsApp: +254 706 778885

Ready to Track Your Package?

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

Go to Dashboard

Related Guides

US Warehouse AddressesKenya Pickup LocationsAccount SettingsAir Shipping to Kenya
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