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Frequently Asked Questions
Everything you need to know about ordering, delivery, payments, returns, and more.
Where do you currently deliver?
We currently deliver within Isiolo town. We are expanding to more areas across Kenya very soon — download the Kikapu app to get notified when we reach your area!
What are your delivery hours?
Delivery runs Monday to Saturday, 8:00 AM – 6:00 PM. You can select your preferred delivery time slot when you order through the Kikapu app.
How long does delivery take?
Most deliveries within Isiolo town are completed within 2–4 hours of order confirmation, depending on your time slot and order volume. You'll get live updates in the app.
How do I place an order?
Download the Kikapu app on iOS or Android, browse our full catalogue, add items to your cart, and checkout. You can also call us on 0141105333 to place an order by phone.
Can I track my order in real-time?
Yes! Once your order is out for delivery you will receive a push notification in the Kikapu app with a live tracking link. You can also call 0141105333 for a real-time status update.
Can I cancel or modify my order?
Orders can be modified or cancelled within 30 minutes of placing them, before packing begins. Contact us immediately via phone 0141105333 or WhatsApp if you need to make changes.
What payment methods do you accept?
We accept M-Pesa (via Safaricom) and cash on delivery. Both options are available when checking out in the Kikapu app.
Is my payment information secure?
Absolutely. We use industry-standard SSL/TLS encryption for all data transmission. We never store your full payment card or M-Pesa PIN on our servers. M-Pesa transactions are handled securely by Safaricom.
What if I receive a damaged or wrong item?
Contact us within 2 hours of delivery via phone 0141105333 or email kikapu.official1@gmail.com — please include a photo of the item. We will arrange a replacement or refund promptly. See our Refund Policy for full details.
How long do refunds take?
M-Pesa refunds are typically processed within 12–24 hours. Bank transfers take 3–5 business days. Store credit is applied instantly to your account.
Do you offer wholesale or bulk orders?
Yes! We supply restaurants, hotels, schools, and businesses in Isiolo. Contact us on 0141105333 or email kikapu.official1@gmail.com to discuss your wholesale requirements and pricing.
Is there a minimum order value?
For regular orders, there is a small minimum order value which is displayed in the app at checkout. For wholesale accounts, minimum quantities are agreed upon during onboarding. Contact us to learn more.
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