Help centre
Frequently Asked Questions
Clear answers about shopping internationally, shipping to Kenya and managing your Vitumob account.
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Still need help? Contact us01
Account & Getting Started
4 questionsEach customer is assigned a unique customer code. This code must be included in the delivery address when shipping items to our warehouses and can be found in your Profile Information or in Address line 2 in origin addresses.
Create an account online and you’ll receive your personal shipping addresses for each origin warehouse.
Yes. You can store and manage multiple delivery addresses in your profile where available.
Your account is intended for personal use. You remain responsible for all shipments, charges, and compliance.
02
Shipping Basics
5 questionsShipments can be tracked using the Track Your Shipment feature by entering your AWB number, or by checking the shipment status under the Shipments tab in your account.
Our shipping rates vary based on the origin, destination, and weight of the shipment. You can get an estimated shipping cost using our Rates Calculator.
Vitumob currently provides final delivery and collection services in Kenya.
Shipping is charged on the greater of actual weight or volumetric (dimensional) weight.
It is calculated based on the size of the package and may exceed actual weight for bulky items. The formula is Length × Width × Height divided by 6000.
03
Warehouse Processing & Identification
4 questionsIf a shipment arrives without a customer code, processing may be delayed. Using the pre-alert feature helps ensure proper identification of your shipment. You can also contact the team to help identify it.
The pre-alert feature allows customers to notify the origin warehouse about an incoming shipment in advance. This helps with shipment identification, especially if the customer forgets to include their customer code.
Once your parcel is delivered to our warehouse and checked in (scanned), it will appear in your account.
Processing times vary by warehouse and shipment volume, but most parcels are processed within normal business hours.
04
Consolidation & Repacking
3 questionsYes, consolidation is available for shipments that are in Checked-In status, allowing the warehouse to process the consolidation request.
Consolidation combines multiple parcels into one shipment to help reduce overall shipping costs.
Repacking may be available to reduce volumetric weight. Some items cannot be repacked for safety or compliance reasons.
05
Delivery & Collection
3 questionsDeliveries are carried out Monday to Friday only, excluding public holidays, between 9:00 am and 3:00 pm local time.
No weekend, after-hours, or timed deliveries are offered unless expressly agreed in writing in advance.
No weekend, after-hours, or timed deliveries are offered unless expressly agreed in writing in advance.
Available options will be shown during shipment processing. You can contact the team for specific arrangements.
Shipments may be returned, held, or disposed of according to carrier and local regulations. Additional charges may apply.
06
Customs, Duties & Taxes
3 questionsTaxes and duties are not always included in the fees. These fees vary by destination and must be paid upon shipment delivery or receipt, where applicable. You can contact the team for more information.
You should always declare the true purchase value of your items. Incorrect declarations may cause delays or penalties.
We may request invoices or product details, but customers remain responsible for compliance with customs regulations.
07
Restricted & Dangerous Goods
3 questionsYes, certain items are restricted. Please review our list of prohibited items before shipping.
Some lithium batteries are allowed depending on configuration, carrier rules, and destination. Restrictions and surcharges may apply. You can contact the team for more information.
These items are often restricted and may require special handling or may be prohibited on certain routes. You can contact the team for more information.
08
Shipment Protection, Liability & Claims
4 questionsYes, shipment protection is available, and applicable fees may apply.
Liability begins only once the parcel is physically received and checked in at our warehouse.
Protection generally covers loss or damage in transit, subject to limits, exclusions, and declared value.
Claims must be submitted within the required timeframe with supporting documents such as invoices and photos.
09
Payments & Charges
1 questionAvailable payment methods vary by country and may include card and local payment options.
10
Customer Support
2 questionsYou can reach our customer support team through any of the channels listed in the Contact Us section.
Contact support with your shipment reference and we’ll review the issue.