Frequently asked questions
Quick answers on ordering, delivery, payments, credit and returns. Can't find what you need? Our team is one call away.
Ordering & delivery
Payments & credit
Products & returns
Placing and receiving orders
How do I track my order?
Log into your account and visit the My orders section in your dashboard for real-time status updates once your items have been dispatched. You will also receive an SMS or email with the driver's contact details when your order leaves our warehouse.
Do you deliver outside Nairobi?
Yes, we deliver across all major towns in Kenya. Orders within Nairobi and its environs are delivered within 24 hours of confirmation; orders outside the Nairobi Metropolitan area are typically fulfilled within 2–3 business days. See our delivery zones.
What is the minimum order for wholesalers?
Minimum wholesale orders vary by product category but generally start at KSh 50,000 to qualify for bulk pricing tiers. Retail accounts have no minimum order value.
Can I collect my order myself?
Yes. Choose self-collection at checkout and pick up from our warehouse at Prabhaki Industrial Park, Baba Dogo Road. Collection hours are Monday to Friday 08:30–16:30 and Saturday 08:30–12:30. Bring your order number and a valid ID.
What is the difference between a retail and a wholesale account?
Every business account sees retail prices by default. Once your business is verified for volume purchasing, your account is moved to the wholesale tier and the catalogue shows bale and carton pricing automatically. Register or ask us to upgrade an existing account.
Paying for your order
What payment methods are accepted?
We accept M-Pesa (Express STK push and Till), bank transfers and business cheques for account customers. Cash on delivery is available for specific verified routes. Full details are on our payment options page.
How can I apply for a credit line?
Established retailers with a consistent purchase history of over 3 months can apply for credit terms following a credit risk assessment by our finance department. Please contact your account manager or email finance@mahitaji.co.ke for details.
When am I charged for an M-Pesa order?
When you choose M-Pesa at checkout, an STK prompt is sent to your phone immediately. Enter your PIN to confirm and your order is processed the moment the payment is received. If the prompt times out you can request it again from the order page.
Quality and after-sales
Are all your products KEBS certified?
Yes. As a premier distributor, we exclusively stock products that meet all Kenya Bureau of Standards (KEBS) requirements and are sourced through official manufacturer channels.
What if an item arrives damaged, expired or incorrect?
Report it within 48 hours of delivery to claims@mahitaji.co.ke or by phone. Approved returns are replaced, refunded to the original payment method or credited to your account within 5–7 business days. Fresh and perishable goods must be inspected at the point of delivery. See the return policy.
Do prices include VAT?
Yes. All prices shown in the catalogue are inclusive of VAT where applicable, and an itemised invoice is issued with every order for your records.
Still need help?
Our team is available Mon – Fri 08:00 – 17:00 · Sat 08:00 – 13:00.