Shipping Rates & Policies

Fast, Reliable, and Transparent Shipping

Last Updated: December 26, 2025

At Hula Market, we're committed to getting your orders to you quickly and safely. Our shipping partners and policies ensure reliable delivery across all regions. Below is comprehensive information about our rates, timelines, and shipping options.

1. Available Shipping Options

Standard Shipping

Our most economical shipping option, ideal for non-urgent deliveries:

Delivery Time: 5-10 business days
Tracking: Available after dispatch
Cost: Based on weight and distance (Free over KES 5,000)
Coverage: All regions within Kenya

Express Shipping

Fast delivery for urgent orders:

Delivery Time: 2-3 business days
Tracking: Real-time tracking available
Cost: KES 500-1,500 depending on location
Coverage: Major cities and towns

Same-Day Delivery

Available in selected urban areas:

Delivery Time: Same day (orders placed before 2 PM)
Tracking: Live tracking with driver contact
Cost: KES 1,000-2,500
Coverage: Nairobi, Mombasa, Kisumu (expanding)

2. Detailed Shipping Rate Table

Shipping Method	Delivery Time	Cost	Max Weight
Standard - Light (0-2kg)	5-10 days	Free / KES 200	2 kg
Standard - Medium (2-5kg)	5-10 days	Free / KES 400	5 kg
Standard - Heavy (5-20kg)	5-10 days	Free / KES 800	20 kg
Express - Standard	2-3 days	KES 500	10 kg
Express - Heavy	2-3 days	KES 1,500	25 kg
Same-Day Delivery	Same Day	KES 1,000-2,500	10 kg

3. Shipping Policies and Guidelines

A. Package Handling and Insurance

All packages are handled with care and professionally packaged
Standard shipping includes basic handling; items are at carrier risk unless insured
Optional shipping insurance available for high-value items (0.5-1% of item value)
Fragile items must be clearly marked and use appropriate packaging
Damage claims must be reported within 7 days of delivery

B. Restricted Items

The following items cannot be shipped or require special handling:

Hazardous materials (flammable, explosive, toxic)
Liquids and chemicals (except permitted sealed containers)
Perishable items (requires cold chain shipping - premium rate)
Electronics with rechargeable batteries (restricted air shipping)
Firearms and ammunition
Counterfeit or stolen goods

C. Shipping Address Requirements

Complete street address with apartment/house number required
PO Boxes accepted for standard shipping; not for express deliveries
Valid phone number must be provided for delivery coordination
Address changes requested after 24 hours of order may incur additional fees

4. Delivery Times and Tracking

A. Estimated Delivery Times

Delivery times are estimates and may vary based on:

Geographic location and accessibility of delivery address
Weather conditions and natural disasters
Peak seasons (holidays, promotions) may cause delays
Customs clearance for international shipments
Order processing time (24-48 hours from payment confirmation)

B. Order Tracking

All orders include a tracking number sent via email
Track your shipment in real-time via our platform
SMS updates available for express and same-day deliveries
Estimated delivery windows provided for accurate planning

5. Lost and Damaged Shipments

A. Reporting Damage or Loss

If your package arrives damaged or is lost in transit:

Report within 7 days of delivery or expected delivery date
Provide photos of damaged packaging and items
Include order number, tracking number, and detailed description
Contact support@hulamarket.co.ke with claim details

B. Claim Resolution

We investigate all claims within 5 business days
Approved claims result in: refund, replacement, or credit
Uninsured items valued over KES 10,000 require photographic evidence
Insured shipments processed within 10-15 business days

6. International Shipping (Coming Soon)

Hula Market is expanding international shipping capabilities. We currently offer limited cross-border services to selected East African countries. International shipments are subject to customs duties and import taxes which are the responsibility of the buyer. For updates on international shipping availability, contact support@hulamarket.co.ke.

7. Shipping Support

For shipping inquiries or concerns:

Email: support@hulamarket.co.ke

Phone: +254 (0) 700-123-456

Hours: Monday-Friday 9:00 AM - 6:00 PM EAT

We aim to resolve all shipping concerns within 48 business hours.