Shipping policy

Shipping Policy – ViviHeart Kenya

1. Processing Time
– Orders processed within 24-48 hours (excluding weekends/holidays)
– Weekend/holiday orders ship on Monday

2. Delivery Timeframe
– Standard delivery: 1-3 business days after shipping
– Nairobi metropolitan area: 1-2 business days

3. Shipping Address Requirements
– Must provide complete, accurate delivery address
– Cash on delivery only – recipient must be present
– Returned packages due to failed delivery will incur additional shipping fees

4. Damaged Shipments Protocol
– Report within 24 hours of delivery
– Required evidence:
• Photos of damaged product/packaging
• Damage Inspection Report from courier
– Do not discard original packaging materials

5. Lost Shipments
– Contact City Sprint Courier immediately
– Provide order number and tracking details
– We will initiate tracer with courier service

6. Non-Delivery Cases
– If tracking shows “delivered” but no package:
• Check with neighbors/security
• Contact local courier office
• Report to us within 48 hours

Last Updated: 01/01/2025