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Contact Information
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Frequently Asked Questions
Quick answers to common questions
What areas do you deliver to across Kenya?
We provide courier services to all 47 counties in Kenya. Same-day delivery is available in Nairobi, Mombasa, and Kisumu. Next-day delivery covers all major towns including Nakuru, Eldoret, Thika, and Meru.
How do I integrate Royal Truck API with my e-commerce store?
Our API integrates seamlessly with Shopify, WooCommerce, Magento, and custom platforms. Our technical team provides comprehensive documentation, testing environment, and support. Most integrations are completed within 24-48 hours.
What are your courier service rates in Kenya?
Delivery rates start from KES 200 within Nairobi CBD. Rates vary based on distance, package size, weight, and delivery speed. We offer volume discounts for e-commerce businesses. Contact us for a detailed quote.
Do you provide insurance coverage for packages?
Yes, all packages are automatically insured up to KES 100,000 at no extra cost. Higher coverage limits up to KES 1,000,000 are available for valuable items with additional premium.
How can I track my deliveries in real-time?
All deliveries include GPS tracking, SMS notifications, email updates, and proof of delivery with recipient photos. You can track through our web portal, mobile app, or API integration.
What payment methods do you accept?
We accept M-Pesa, Airtel Money, bank transfers, Visa/Mastercard, and can set up monthly billing for business accounts. Cash on delivery is also available for select services.
Do you offer same-day delivery in Nairobi?
Yes, we offer same-day delivery throughout Nairobi including CBD, Westlands, Karen, Runda, Kilimani, and surrounding areas. Express 2-hour delivery is available within CBD and select areas.
What is your order fulfillment process?
Our fulfillment process includes inventory management, automated order processing, pick and pack services, quality control, custom packaging, and dispatch. We integrate with your store for seamless operations.
Do you handle fragile and valuable items?
Yes, we specialize in handling electronics, jewelry, artwork, and other fragile items. We use protective packaging, specialized handling procedures, and provide full insurance coverage.
What are your warehouse storage capabilities?
We offer climate-controlled warehousing with 24/7 security, CCTV monitoring, fire protection, and inventory management systems. Flexible storage terms from daily to monthly rates available.
Do you deliver to rural areas in Kenya?
Yes, we deliver to rural areas across all 47 counties. While urban areas get same or next-day delivery, rural deliveries typically take 2-3 days depending on accessibility and distance.
What is your customer support availability?
Our customer support is available 24/7 via phone, WhatsApp, email, and live chat. We provide multilingual support in English and Swahili with dedicated account managers for business clients.
Do you offer bulk delivery discounts?
Yes, we offer volume discounts for e-commerce businesses, corporates, and regular shippers. Discounts start from 10% for 100+ monthly shipments with additional benefits for higher volumes.
How do you handle failed delivery attempts?
We make up to 3 delivery attempts and hold packages for 7 days at our nearest facility. Customers are notified via SMS/email for pickup or rescheduling. Storage fees may apply after the free period.
What documents do I need for international shipping?
For international shipping, you need commercial invoice, packing list, and any required certificates. We assist with customs documentation and provide guidance on import/export requirements.
Do you provide white-label delivery services?
Yes, we offer white-label solutions where deliveries appear to come from your brand. This includes custom SMS notifications, branded packaging, and delivery confirmations using your company details.
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