Customer Guide

 

 Return and refund policy

Customer may process refund under the follow conditions:

  • Item is damaged upon arrival to the customer
  • Item is defective
  • Incorrect item shipped

If item damaged upon arrival customer must take the following actions:

  • Immediately take picture(s) of the damaged item
  • Contact our customer service department within 24 hours
  • Wait for our approval before shipping the product back to the vendor. Failure to do so, might result to product not refund or replaced
  • Complete the return from
  • Have the item shipped to the vendor with 2 working days

If product is to be returned due to the above mentioned reasons, vendor it is vendors responsibility to pay for the shipping charges.

Customer is the sent our customer service department a copy of the shipping slip within 2 working days in order for the charges to be fully refunded.

Can I amend my shipping address before checkout

When you process to checkout by default your bill address will also be your shipping. You can change your shipping address by selecting ‘Ship to a different address?’ box. You will then be able to complete your shipping address.

How can I track my order

POSTAL CORPORATION OF KENYA’s online tracking is the fastest way to find out where your shipment is. It provides complete tracking of your shipment from origin office to the destination

Enter your shipment ID and click on the search image to get the tracking information for your shipment. The shipment ID will be available on the receipt your received while booking your shipment

Once your shipment is delivered, we also provide SMS/Email notifications to you if you are in Kenya

Tracking information will be available for 120 days after delivery of shipment

If you are a registered customer with post office, you can also track your shipments through ‘My Postoffice’ portal.

For more information visit: http://postglobal.posta.co.ke/postglobaltrack/Track.aspx

Can I cancel my order

If you’ve come to realization that the order was made in error please contact us as soon as possible at contact@karooit.netor use the online contact form. You are to provide us with your username and order number.

Note: Please note that once the order has been dispatched we will NOT be able to cancel your order.

How long does it take for my order to be delivered

This will vary from location to location and also from the courier supplier. Make sure to use the tracking number provided to track your shipment. If you experience delays in receiving your order, contact us immediately and we will escalate it accordingly.

Can I return my order

Customer may return their orders under the follow conditions:

  1. Item is damaged upon arrival to the customer
  2. Item is defective
  3. Incorrect item shipped

If item is incorrect, defective or damaged upon arrival customer must take the following actions:

  • Immediately take picture(s) of the item showing the damage, mistake or defective;
  • Contact our customer service department within 24 hours;
  • Wait for our approval before shipping the product back to the vendor. Failure to do so, might result to product not refund or replaced;
  • Complete the return from;
  • Have the item shipped to the vendor with 2 working days.

If product is to be returned due to the above-mentioned reasons, it is vendors responsibility to pay for the shipping charges.

Can I receive refund of my returned order

Refunds will be evaluated and process on case by case. If the returned order was damaged, incorrect or defective you can request for a refund or replacement of the item. Customer is to send our customer service department a copy of the shipping slip within 2 working days in order for the charges to be fully refunded.