SecuDepo — Your Eyes on Safety

Shipping Policy

How we ship your orders — methods, timelines, charges and damaged goods

This Shipping Policy explains how SecuDepo processes and ships orders to customers throughout Kenya. By placing an order on our website, you agree to the terms outlined in this policy. This policy should be read in conjunction with our Delivery & Order Information and Return & Refund Policy.

Last updated: June 2025

1. Shipping Destinations

SecuDepo ships to all locations within the Republic of Kenya. This includes all 47 counties, from Nairobi and Mombasa to remote areas in North Eastern and Coast regions. We do not currently offer international shipping. All orders must be delivered to a physical address within Kenya — we cannot deliver to P.O. Box addresses.

For customers in neighbouring countries (Uganda, Tanzania, Rwanda, Ethiopia, South Sudan) who wish to purchase SecuDepo products, please contact our sales team to discuss arrangements for cross-border purchase and collection.

2. Shipping Methods

We use the following shipping methods depending on the delivery location and the nature of the goods:

  • SecuDepo Direct Delivery — Our own drivers handle deliveries within Nairobi and selected Greater Nairobi areas (Ruiru, Thika, Kiambu, Ngong, Athi River, Kitengela). This is our standard method for most Nairobi orders and offers same-day or next-day delivery.
  • Courier Partner Delivery — For upcountry, coastal and remote deliveries, we partner with established courier companies including G4S Courier, DHL Kenya, Fargo Courier and CTG Kenya, depending on the specific destination. The most appropriate courier is selected automatically based on your delivery location.
  • Bus/Matatu Courier — For select upcountry locations not adequately served by standard couriers, we may ship via intercity bus or matatu courier services, which are collected at the relevant bus stage. We will advise you if this applies to your order.
  • Click & Collect — You may arrange to collect your order from our Nairobi showroom by appointment. Select this option at checkout or contact us to arrange.

3. Shipping Charges

Shipping charges are calculated at checkout based on:

  • The delivery destination (county and specific locality)
  • The total weight and volumetric weight of the order
  • The shipping method (direct delivery vs. courier)

All applicable shipping charges are displayed clearly on the checkout page before you confirm your payment. There are no additional charges applied after checkout.

Free shipping may be available on orders meeting a minimum order value threshold. The current threshold and eligible zones are displayed at checkout. SecuDepo reserves the right to modify free shipping thresholds at any time.

4. Order Processing & Dispatch

Orders are processed Monday to Saturday. Orders received before 2:00 PM on a business day are typically dispatched the same day. Orders received after 2:00 PM, on Sundays or on public holidays are dispatched the next business day.

During high-demand periods (e.g., promotional sales, end of financial year), dispatch may be delayed by up to one additional business day. We will communicate any significant delays to affected customers via WhatsApp or email.

5. Estimated Delivery Times

After dispatch, estimated delivery times are:

  • Nairobi CBD and inner suburbs: Same day or next business day
  • Greater Nairobi: 1–2 business days
  • Mombasa, Kisumu, Eldoret, Nakuru, Nyeri: 2–3 business days
  • All other major towns: 3–4 business days
  • Remote and rural areas: 4–7 business days

These timelines are estimates only and are not guaranteed. Delays can result from courier issues, extreme weather, public holidays, incorrect address information or other circumstances beyond our control. SecuDepo shall not be liable for losses arising from shipping delays.

6. Delivery Confirmation

Upon dispatch, you will receive a shipping notification via WhatsApp or email containing your order details and, where available, a courier tracking number. For direct SecuDepo deliveries, our driver will contact you when en route.

You or your authorised representative must be available at the delivery address to receive and sign for the order. Our drivers and couriers are instructed not to leave parcels unattended without a signature for security reasons. If you are unavailable, a redelivery will be arranged.

7. Incorrect Address & Failed Deliveries

It is the customer's responsibility to provide a complete and accurate delivery address at checkout. SecuDepo cannot be held responsible for delays, failed deliveries or losses resulting from incorrect or incomplete address information.

If a delivery attempt fails, our team or courier will contact you to reschedule. After two unsuccessful delivery attempts, the order will be returned to our warehouse. Re-delivery will incur an additional charge equivalent to the original delivery fee.

8. Damaged or Lost Parcels

We package all products carefully to withstand transit. However, if your order arrives visibly damaged, please:

  1. Note the damage and refuse to sign the standard delivery receipt — instead, sign as "damaged" on the courier's documentation if possible.
  2. Photograph the damaged packaging and the product immediately.
  3. Contact SecuDepo within 24 hours of delivery on WhatsApp or +254 714 808 681 with the photos and your order number.

Claims for transit damage received more than 48 hours after delivery may not be accepted. SecuDepo will work with the courier to investigate and resolve all valid transit damage claims promptly.

If your order is lost in transit, please contact us and we will initiate a trace with the courier. If the parcel cannot be located within a reasonable timeframe, we will arrange a replacement or full refund.

9. Special Handling Items

Certain products require special handling and packaging:

  • Fragile items (screens, dome camera glass, sensors) are individually wrapped and foam-packed.
  • Heavy items (gate motors, large UPS units) may require two-person delivery and ground-floor access.
  • Hazardous items (batteries containing acid or lithium) are shipped in compliance with transport safety regulations.

For special handling requirements or to discuss delivery of large items, contact us before placing your order on +254 714 808 681.

10. Changes to This Policy

SecuDepo reserves the right to update this Shipping Policy at any time. Changes will be published on this page with a revised "Last updated" date. Continued use of our website after changes are posted constitutes your acceptance of the updated policy.