Customer care
Delivery & returns
Where we deliver
- Around Ngong and Nairobi: Ngong, Karen, Kiserian, Ongata Rongai, Kikuyu, Kitengela, Isinya, Kabete, Limuru, Kiambu, Athi River, Syokimau, Kamulu and across Nairobi.
- Countrywide: bulk orders of animal feeds can be delivered anywhere in Kenya through trusted transporters.
- Not sure if we reach you? Ask us on WhatsApp.
Delivery times and costs
We confirm the delivery fee and expected delivery time on WhatsApp before you pay. Local deliveries usually arrive the same or next day. Countrywide bulk feed deliveries depend on the transporter and route; we share the transporter’s details and keep you updated.
You can also collect your order at the shop on Kahara Road, Ngong Town, daily from 7am to 7pm.
When your order arrives
Please check your order before the rider leaves: count the bags and items, and check that seals and packaging are intact. If anything is missing or damaged, tell the rider and WhatsApp us a photo straight away.
Returns
- Wrong, damaged or expired items: tell us within 24 hours of delivery or collection, with a photo. We will replace the item or refund you.
- Unopened items in their original packaging (equipment, accessories, sealed packs): can be returned within 7 days with your receipt for a replacement, credit or refund.
- Not returnable once opened or used: animal feeds, seeds, fertilisers and supplements, for safety and quality reasons, unless they were faulty when you received them.
Day-old chicks
Day-old chicks come from licensed hatcheries. Please be ready to receive them with a warm, prepared brooder. If any chicks arrive dead or very weak, tell us within 24 hours of delivery or collection with photos, and we will work with the hatchery to replace them.
Refunds
Approved refunds are paid back by M-Pesa to the number that paid, usually within 3 working days.
Need help?
WhatsApp or call 0727 776 431, or email info@chananagrovetlimited.com.