Last Updated: November 26, 2025
This policy outlines how HerbalNuva Alchemy processes, ships, and delivers orders across Kenya and East Africa.
1. Delivery Coverage
We deliver to:
- All towns and cities in Kenya
- Most areas via rider, courier, or parcel services
- Selected East African countries through international couriers
2. Order Processing Time
Orders are processed Monday-Saturday at the following speed:
- Same-day processing for orders before 3 PM
- Next-day processing for evening orders
- Bulk or custom blends may require 1-2 extra days
Processing time does not include transit time.
3. Delivery Methods
3.1. Local Deliveries (Nairobi & Surrounding Areas)
- Same-day or next-day via rider
- Delivery fee varies by location
3.2. Upcountry Deliveries
Delivered via:
- Fargo
- G4S
- Wells Fargo
- Pick-up locations or parcel offices
Transit time: 1-2 days (typical)
3.3. East Africa Shipping
- Sent via international couriers
- Customs delays may occur
4. Delivery Fees
Delivery fees depend on:
- Destination
- Weight/volume
- Courier rates
Fees are displayed before checkout or communicated during ordering.
5. Customer Responsibilities
You are responsible for:
- Providing accurate address and phone number
- Answering calls from rider/courier
- Picking up parcels on time
- Paying delivery fees to rider/courier (if applicable)
Failure to collect or be reachable may result in extra charges or loss of package.
6. Lost, Delayed, or Stolen Packages
Once a package is handed over to a courier or rider, liability shifts to the courier. We assist in tracking but cannot be held responsible for:
- Delays caused by courier
- Lost parcels due to third party
- Parcels stolen after delivery to your location
- Incorrect address provided by customer
7. International Deliveries
Cross-border shipments may involve:
- Customs inspection
- Duties or taxes
- Extra delays
The customer is responsible for customs fees.
8. Delivery Time Frames
Typical timelines:
- Nairobi: 1-24 hours
- Major towns: 1-2 days
- Remote areas: 2-4 days
- East Africa: 3-10 days
These are estimates, not guarantees.
9. Contact
For delivery-related inquiries: delivery@herbalnuva.com