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Shipping & Delivery
We ensure that your orders are delivered securely and on time.
Solarstore.co.ke offers personalized shipping service which takes between 3 hours to 7 working days to fulfil. All orders are expected to be dispatched within 5 business days of order received. Our dispatch timescales do not include weekends and public holidays. Deliveries will be assigned to our delivery partners and with countrywide delivery. The delivery time varies from place to place, it takes around 24 hours to 7 days days to be delivered.
All orders are expected to be dispatched within 5 business days of your order received. Our dispatch timescales do not include weekends and public holidays. Deliveries will be assigned to our delivery partners and with countrywide delivery
Delivery timelines are calculated by taking the estimate shipping (when order processing at the warehouse is complete and ready for dispatch) date and adding the transit time (the time it takes a package to travel from our warehouses to Buyer destination address. This will differ based on the shipping service choice made by the buyer.
Orders placed before 3pm will be delivered within 3 hours the same day (For Nairobi Clients/Shipping Zone 1 & Zone 2). Orders placed after 3pm will be delivered next business day, excluding Sundays and public holidays.
Saturday orders before noon will be delivered the same day.
How much does delivery cost?
Delivery cost is Ksh 300 per order and varies upwards depending on weight.
How is packaging done?
Solarstore.co.ke uses eco-friendly and recyclable packaging for your orders. This is in line with the our green first commitment where we only consider environmental friendly approaches to all our operations first and only use other alternatives where environmental friendly options are non-existent. As a green energy company we take responsibility of managing the environment, and recognizing that environmental considerations are an integral part of our overall business strategy,
Safety and protection of products
Our range of different box sizes are designed to accommodate all types of product shapes and sizes. This gives you the assurance and confidence that your order will be secure and well protected to arrive safely at your doorstep.
Packaging multiple orders?
Multiple orders will be combined into the same package to reduce cost and number of packages shipped to a customer.
How to track your orders status
Orders status can be tracked using the order numbers provided once a purchase is completed. A link is provided where the buyer can view the progression of the order from the moment the order is placed, processed, dispatched, and shipped to deliver. Any issues can also be viewed. See below box for quick reference and definition of the key order status terminologies.
Key Relevant Order Status Terminologies
|Payment successful and pending processing|
Ready to ship to Hub
|Applies to Dropship order items – Vendor has confirmed the items is in stock and ready to ship to the Fargo Courier Hub|
|The order has been canceled for various reasons like fraudulent cases, customer requests, goods out of stock|
Order Payment Failed
|Failed- Order payment has been placed but payment has failed thus whole order is terminated|
|items being packed for dispatch|
Ready to ship
|Packing has been completed and the item is ready for dispatch to ship|
|out for delivery and now on transit for delivery to the Customer(buyer)|
|Order has been delivered to the customer and Proof of Delivery (P.O.D) details is available on the tracking system.|
Item is cancelled
|Out of stock- The customer placed an order but was cancelled because the Dropship vendor couldn’t fulfil the item as it was out of Stock. Masoko Customer Support will advise the Buyers accordingly.|
Item rejected due to Quality failure
|The item delivered to the hub is rejected for not meeting the quality parameters and requirements. item to be returned to the vendor|
|Delayed: The item is declined for late delivery by the vendor to the hubs thus affecting the SLAS|
Item Returned to Vendor
|The item is returned due to different reasons like wrong item delivered, wrong colour|
Returned at the Hub
|The item has been returned by the customer and it’s at the Fargo hubs or collection centre|
Returned to the Warehouse
|The item has been returned and it’s at the warehouse|
Return item collected
|The items returned by the customer has been picked up from the Hub by the vendor|
Delivery Attempt Failed
|The customer is not available to receive the item|