Business Name: SKYWAVE HOME APPLIANCES KENYA LTD
Last Updated: 21 February 2026

This Shipping Policy explains how we process, dispatch, deliver, and handle shipping for orders placed on Skywave.co.ke.

1) Customer Support & Dispatch Location

Customer Support (Call/WhatsApp): 0721411104 / 0721411404
Email: sales@skywave.co.ke
Working Hours: 8:30 AM – 6:30 PM (EAT)
Primary Dispatch Location: Ronald Ngala Street, RNG Plaza, Nairobi (CBD)

2) Where We Deliver

Kenya (Nationwide)

We deliver anywhere in Kenya, including major towns and smaller/remote locations. Our official delivery partner is G4S, and where G4S can deliver, we can deliver too. For some towns, we may also use reputable local couriers or matatu parcel services for faster and flexible delivery.

Outside Kenya (Neighbouring Countries)

We can ship to neighbouring countries such as Uganda, South Sudan, and Tanzania, under the customer’s instructions on which courier to use. International shipping charges, timelines, and insurance are handled based on the chosen courier’s terms.

3) Delivery Options Available

A) Same-Day Delivery (Nairobi & Environs)

  • Available for Nairobi and surrounding areas (where practical).
  • Same-day delivery applies when the order is confirmed early and the item is available in our CBD store.

B) Next-Day / 1–2 Day Delivery (Nationwide via Courier)

  • Most nationwide deliveries are completed within 24 hours once collected by courier (typical for G4S routes).
  • Some locations may take up to 48 hours, especially for bulky items or remote destinations.

C) Courier Pickup Point

Customers may choose to pick up from the courier’s pickup point/branch where applicable.

D) Customer Pickup (Click & Collect)

Customers may pick up orders from our Nairobi CBD location (RNG Plaza) during working hours.

E) Scheduled Delivery (Nairobi)

For Nairobi deliveries handled by our rider, we can offer scheduled delivery (date/time arrangement) where possible.

F) Delivery + Installation (Selected Items in Nairobi)

For items within Nairobi (especially furniture), we can arrange delivery and installation upon request (where applicable).

4) Order Processing & Dispatch Cut-Off

Processing Time

  • Orders placed before 2:00 PM are typically processed same day.
  • If an item is readily available at our CBD store/warehouse, we may still process for same-day delivery up to 4:00 PM.

Same-Day Dispatch Cut-Off

  • 4:00 PM (items must be available at the CBD store for same-day dispatch).

Weekends & Public Holidays

  • On public holidays, only items available in our CBD store may be delivered locally.
  • National couriers (e.g., G4S) may not operate on public holidays, so nationwide dispatch may pause.
  • Where possible, we may use local couriers (e.g., Guardian, 2NK, Kukena and others) depending on availability.

5) Delivery Timelines (Estimated)

Nairobi & Environs

  • Small/standard items: same day (when order is confirmed early and stock is available).
  • Bulky items: typically within 24 hours.

Upcountry / Nationwide

  • Standard items: 24 hours typical, up to 48 hours depending on destination and courier routing.
  • Bulky items: up to 48 hours.

Peak Seasons
During high-demand periods (holidays/mega sales), we may update delivery timelines. Where delays occur, we aim to keep deliveries within 48 hours, with Nairobi deliveries being the most affected.

Note: Delivery times are estimates and may be affected by weather, road conditions, courier delays, public holidays, and high-volume periods.

6) Delivery Fees & How Shipping Costs Are Calculated

A) Free Delivery

Free delivery eligibility and conditions are explained in our Free Delivery Terms & Conditions (see links at the bottom of this page).

B) Nairobi Rider Delivery (Common for Pay on Delivery)

For Pay on Delivery orders delivered using our rider:

  • Delivery cost may be calculated at approximately KSh 50 per kilometre (depending on route and delivery needs).

C) G4S Standard Courier Rates (Kenya)

A common guideline we use for G4S shipments:

  • First 5 kg: KSh 430
  • After 5 kg: add KSh 40 per extra kg

Example: 6 kg = KSh 430 + KSh 40 = KSh 470
(Actual charges may vary slightly depending on courier rules and volumetric weight.)

D) Bulky / Volumetric Weight Items

Bulky items may be charged using volumetric weight. We provide estimates where possible, but final charges may be confirmed at the courier office.

E) Local Couriers / Matatu Parcel Services

Local courier pricing is not always standardised. We can provide a rough estimate, but we usually confirm final cost once the parcel is handed over to the courier.

Important: Some local parcel services may have limited insurance. We advise customers to request insurance for goods in transit where available.

Extra Handling / Access Challenges

For locations requiring extra manpower (stairs, difficult access, special handling), we may request the customer to confirm and assist where necessary.

7) Bulky & Heavy Items Handling

Items that may be classified as bulky include (but are not limited to):

  • Fridges, washing machines, cookers
  • Large TVs (e.g., 75”)
  • Furniture items
  • Commercial appliances/large items
  • Solar products
  • Public address systems and related large equipment

Discounts: For large/bulky orders shipped together, customers can request a delivery/shipping discount via WhatsApp.

Placement: We offer in-house delivery for most products where access allows.

8) Courier Partners & Stock Availability

Courier Partners

  • Our official partner: G4S
  • We may also use other couriers or customer-preferred couriers where suitable.

Stock Model

  • Products listed as In Stock are available for dispatch.
  • Products not available are marked Out of Stock on the website.

9) Order Confirmation, Tracking & Proof of Delivery

Order Confirmation

After ordering, customers typically receive an order confirmation email.

Tracking

For G4S deliveries, tracking is available using the shipment/waybill number (tracking link provided in the links section below).

Proof of Delivery

Proof of delivery may include:

  • Courier delivery confirmation and/or
  • A completed order notification via email and/or
  • Call confirmation where applicable

10) Customer Responsibilities

To ensure smooth delivery, customers must provide:

  • Correct phone number (keep the phone reachable)
  • Accurate delivery address and clear directions (Google pin recommended)
  • A available receiver at the delivery time (or instructions on who will receive)

Inspection on Delivery: Customers should inspect items upon delivery (and where possible, test at the pickup point for courier deliveries).

11) Failed Delivery / Unreachable Customer

If Customer Is Unreachable or Address Is Wrong

If the delivery fails due to unreachable customer or incorrect details and the item returns, the customer will be required to pay delivery again for re-dispatch.

Contact Attempts

We attempt to contact the customer up to 3 times for delivery coordination (especially for unpaid orders).

Holding Paid Orders

For fully paid orders:

  • We can hold goods for up to 30 days, and in some cases up to 90 days.
  • After the maximum holding period, we may dispose of the goods (or apply alternative arrangements), since storage space is limited for some item categories.

12) Delivery Restrictions & Exceptional Situations

  • P.O. Boxes: We generally do not deliver to P.O. Boxes (physical address required).
  • Restricted areas (airports, military bases, gated/restricted complexes): Customer/receiver may be required to meet the rider/courier at the gate or designated pickup point.

Delays may occur due to weather, road closures, courier disruptions, public holidays, and peak seasons.

13) Damaged, Missing, or Wrong Items During Shipping

Reporting Window

  • Report damage immediately upon delivery where possible.
  • If you were not present during delivery, report within 24 hours.

Evidence Required

  • Photos and/or videos
  • Unboxing video (recommended)
  • Delivery note/waybill details

Resolution

  • If delivery was handled by our own team, we can arrange a replacement or refund depending on assessment and availability.
  • For courier deliveries, customers should test items at the pickup point where possible and are strongly encouraged to take insurance for goods in transit to support compensation in case of damage.

(See Refund/Returns links below.)

14) Cancellations & Changes

  • Customers may request cancellations/changes before dispatch.
  • Address changes must be requested before the rider is dispatched or before the courier collects the parcel.
  • Some items (e.g., certain furniture/customised items/bulky deliveries) may have restrictions once dispatched/delivered.

Restocking/Cancellation Fees: May apply and will be communicated depending on the order type and dispatch status.

15) Cash on Delivery (COD) & High-Value Orders

Cash on Delivery

  • COD is available only in Nairobi & environs.

High-Value Orders

  • For high-ticket items, we may require full payment or partial payment before dispatch (especially for Nairobi orders).

16) Pickup Orders (Click & Collect / Courier Pickup)

  • Customer pickup is available from our Nairobi CBD location during working hours.
  • Unpaid pickup orders may be held for up to 2 days before cancellation (unless otherwise agreed).