SHIPPING POLICY
Custom Xpress promises to provide you with the best-in-class shopping experience at every step of the way. We assure you that all due precautions are taken so that your package are delivered to you intact and on time by our delivery partner. Just proceed with your order and we’ll do the rest.
Our Shipping Standard Delivery timeline is 7 days within Kenya depending with the complicity and the amount of order

HOW IT WORKS
Currently we have two major shipping carriers, G4s and Posta Kenya EMS who ensure the order is delivered within 48hrs after order is delivered to them
Our shipping is mapped in county level > specific stations within the county; pricing is based on weight of the product and distance.

RETURN POLICY

How to return a product?
Before returning an item, please check our Custom Xpress Return conditions, stated in the questions below, to make sure your item is eligible for return.

You have 7 calendar days to notify us that you want to return your product after its reception.

If your return meets all the requirements, your returns can be initiated via our Online Returns Form.

Returns are easy. Simply follow the 7 steps stated below:

• Check if your product meets all the requirements
• Login to your account
• Go to my orders and click Return
• Fill return form
• Pack item
• Arrange retrieval with us
• Your return will go through quality check
• If Valid you will get refunded within 30 days

You can connect on our website and fill in our Online Return form. Simply Login and go to “My Orders”, and open the last order by clicking on “Order details”. If you product is eligible to a return, you will see a button “Return Product”. Click on it to start the return process. Having trouble completing the Online Return form? Click Here to access our step by step guide on Online Returns..

How much time do I have to return a product to Custom Xpress?
All items sold on Custom Xpress, under certain conditions, can be returned within a period of 7 days from delivery date.
NOTE: You have 7 days to notify us of your return, online or by calling Customer Service, from the day you received your purchase.
Past this date, unfortunately we do not accept returns. We advise you to contact the manufacturer if the product has a warranty.
What are the conditions for returning an item?
Requirement for a valid procedure
• Proof of purchase (order number, invoice, etc.)
• Reason for return has to be valid and return acceptance conditions met (check out below)
• Return method
• Refund method that you would like and the necessary information associated (bank account number, etc.)

Remember to send back all items including the free promotional items that came with the purchase. If forgotten, the return will not be accepted.

Once your product retrieved we will perform a quality check.
If the quality check successful, we will refund you according to your requested refund method. This will happen within 30 days starting the day you submitted your return request.
Note that if the quality check is unsuccessful, you will not be refunded and will be sent back your product.

How do I send my product to Custom Xpress?
We will arrange a pick-up at your convenience within 48 hours after you submit the return request.

Note that for pick-up, we will make 3 scheduled attempts.

However, pass 3 pick-up attempts, we will cancel the return procedure and you will not be able to return your product to us anymore.

How do I track my return status?
You can track return status using the tracking number provided to you by our logistics partner or via our Order Tracking tool

How long is the quality evaluation process?
Refund process only begins after our Quality Check team has completed the evaluation of your returned item.

We will make sure that your product meets all the requirements for a return as stated in our policies.

This quality evaluation process may take up to 14 days.

Is my product under warranty?
We advise you to check our warranty page here to get more information about our warranty policy.