Add items to your cart, head to checkout, pick a delivery address, then choose how you want to pay. You'll get a confirmation email from orders@safaricart.co.ke the moment payment clears.
Which payment methods do you accept?▾
M-Pesa, Airtel Money, Visa & Mastercard, and cash on delivery in selected counties. M-Pesa is processed through Safaricom Daraja's STK push — you'll get a prompt on your phone to enter your PIN.
I paid but my order still shows as pending — what now?▾
M-Pesa confirmations usually arrive within 30 seconds. If your order is still pending after 5 minutes, check your phone for an M-Pesa SMS — the receipt number tells us the payment went through. Forward it to support@safaricart.co.ke and we'll reconcile it manually.
Can I change or cancel an order after placing it?▾
Yes — until a vendor marks an item as shipped. Open the order from My orders and request cancellation. After shipping, it becomes a return (see below).
Shipping & delivery
How long does delivery take?▾
Nairobi metro: same-day or next-day for in-stock items. Other major towns: 1–3 business days. Remote areas: 3–5 business days. Full details on the shipping & delivery page.
Do you deliver to all 47 counties?▾
Yes. Some remote areas may have longer lead times or use a partner courier for the last mile.
How much is shipping?▾
Calculated at checkout based on the destination county and the weight of your items. Many vendors offer free shipping within Nairobi above a minimum order value.
How do I track my order?▾
Open My orders. Each item shows its fulfillment status — pending, fulfilling, shipped, delivered. If you placed an order as a guest, use Track an order with your order number and email.
Returns & refunds
What's your return window?▾
7 days from delivery for most items. See the Returns & Refunds policy in full — perishables, hygiene products, and custom orders are not returnable.
How long do refunds take?▾
M-Pesa: 1–3 business days. Card refunds: 3–7 business days, depending on your bank.
The item arrived damaged. What do I do?▾
Take a photo of the package and the damaged item, then send it via the contact form within 48 hours. We'll arrange a replacement or refund.
Account & security
How do I reset my password?▾
On the sign-in page, click "Forgot password" and enter your email. We'll send a reset link from no-reply@safaricart.co.ke — valid for one hour.
I'm not receiving the verification email — what should I check?▾
Check spam/junk first. If still missing, try a different email provider or write to support@safaricart.co.ke and we'll verify you manually.
How do I delete my account?▾
Send a request from the email on file to support@safaricart.co.ke. We'll remove your account within 7 days, except for transaction records we must retain for KRA compliance.
Selling on SafariCart
How do I become a vendor?▾
Start at Become a vendor. You'll need your business name, county, contact email and phone, plus KYC documents (national ID, business certificate if applicable, KRA PIN). Approval usually takes 1–2 business days.
What does it cost?▾
No upfront fees. SafariCart takes a 10% commission on each sale — the rest is paid out to you. Details on the fees page.
When do I get paid?▾
Earnings credit to your ledger when an order is marked delivered. Request a payout from the vendor dashboard — M-Pesa or bank transfer.
How do I bulk-upload my catalog?▾
From the vendor dashboard, open Products → Bulk upload. Download the CSV template, fill in one row per product, and re-upload — up to 500 rows per file.
Custom quote requests
Can SafariCart source items not listed on the site?▾
Yes. Submit a request at Request a quote with details and (optionally) reference photos. Our sourcing team comes back with a price within 1–2 business days. Track your requests under My quote requests.
How long is a quote valid?▾
7 days by default. The exact validity date is always shown on the quote — for fast-moving categories we may set a shorter window.
Still need a hand?
Our team is in Nairobi and replies within one business day.