This page describes Qleen gas' policy on shipping and refunds for all products purchased through this website. We strive to maintain excellent customer service and satisfaction, including a guarantee of every product as it's described on this website. Contact us with any queries that are not addressed below.

Shipping

1. Shipping charges for goods delivered within Nairobi or out of Nairobi (Upcountry) will incur a shipping cost KSh 250 except areas considered as hardship areas. International orders must choose a shipping method at checkout. (For international orders kindly send an email to onlineorders@qleen2gas.co.ke to confirm shipping details)
2. Qleen gas'  will not provide one shipping cost to orders that are split between multiple shipping addresses.
3. We reserve the right to choose the most appropriate shipping method according to the size and weight of your order, the location of your shipping address, and other factors.
4. Goods to Nairobi will be shipped within 72 hours after receipt and clearance (when all your items are available to ship) of an order and up to 5 days to the rest of Kenya. The timelines may be affected by natural occurrences e.g excessive rain, man-made events e.g violence or calendar events e.g back to school rush. In the event of any of these events, Qleen gas'  will advise the client accordingly.
5. Shipping times can be affected by factors over which Qleen gas'  has no control, including incorrect delivery addresses, weather, courier and customs delays and Post Office delivery restrictions.
6. Qleen gas'  is not responsible for receiving and processing an order with an incorrect shipping address. Please check your shipping address for accuracy. Please allow for additional time for all out of town and international orders. We have no control over certain delays like customs delays.
7. Local customs and immigration agencies determine any duties or taxes that may be levied against packages arriving from outside the destination country. These additional fees are the responsibility of the recipient.
8. Qleen gas'  cannot be held responsible for any costs incurred by the purchaser or recipient of orders due to shipment failure or late delivery.
9. Qleen gas'  automatically insures any orders.
10. Free shipping is available for orders above KSh. 2,000. The free shipping only applies to orders with a shipping address within Kenya. This will be done using Qleen gas preferred courier. Should the client prefer a different courier other than ones offered by Qleen gas' , the client will meet the delivery costs and it will be at the client's own risk. For international orders, the client must choose a shipping method on checkout.
11. Qleen gas'  is unable to provide free shipping on orders that are split between multiple shipping addresses.
12. A split order will not be considered as a single consignment and may be treated as a multiple order, hence attract additional courier charges.
13. Some orders might require sourcing of the items from a distributor or from multiple Qleen gas'  branches, in this case the order might delay. While this is not the norm, Qleen gas'  will always communicate to the customer about the same.
14. We reserve the right to choose the most appropriate shipping method according to the size and weight of your order, the location of your shipping address, and other factors.
15. The shipping fee applies to orders weighing between 0-5 kg, each additional kg or part thereof is charged an additional KSh 50.

Delivery to hardship areas (Areas considered with poor infrastructure)

The following areas* are considered hardship areas by most courier services (including EMS) and will, therefore, attract extra shipping fee of not less than KSh 1,000: Baragoi, Bura, Dadaab, Elwak, Garsen, Hola, Habaswein, Ijaara, Lamu, Lodwar, Lokichogio, Mandera, Maralal, Marimanti, Marsabit, Masalani, Mbita, Modogashe, Moyale, Nginyang, Sugutar marmar, Takaba, Wajir & Wamba.

Kindly note delivery for items shipped to hardship areas is within 7 days.

* The list is updated occasionally as we get the information. Any other area not listed here and not easily accessible falls under special zone And will be priced accordingly.

Premium Delivery Services

Wells Fargo Kenya Limited (Local Shipping)

Wells Fargo is a courier service with a wide network of destinations in Kenya. Delivery is done door to door* for towns outside Nairobi.

1. This delivery option will charge Ksh. 406 regardless of the cart amount and delivery location for weights not exceeding 5 Kgs.
2. Weights above 5 Kgs will be charged an extra Ksh. 30 per Kg.
3. Delivery is done on every day of the week except Sunday's and Public Holidays.
4. Wells Fargo orders are picked by Wells Fargo by 3 pm, therefore orders made past this hour might be scheduled for pickup the following day.
5. Hardship areas for Wells Fargo include Lokichoggio, Kakuma, Lodwar where the first 5 Kgs will be charged Ksh. 1,393/68 (Plus VAT)

* Door deliveries to destinations outside Wells Fargo delivery zones may attract additional charges based on a need basis. Wells Fargo will call the client in case of this eventuality. The client can either choose to meet this cost and have it delivered or pick the item from Wells Fargo office at no extra cost. Wells Fargo delivery zones are zones within 5 Kilometres radius from any Wells Fargo office.

* To Facilitate door to door delivery full residence address must be given e.g. Town, street, building, and house number/office name

Hardship areas

Wells Fargo will deliver countrywide with the following exclusions:

1. Lodwar and Kakuma - transport is done once a week that is on the Sunday after purchase. Delivery is then made a few days after arrival.
2. Maralal - transport is done on Tuesdays and Thursdays. Delivery is done soon after arrival.
3. Lamu - Items above 5 Kgs take more time than normal shipments.

Express Delivery

Express delivery is an accelerated delivery service.

1. This service is only available within Nairobi Metropolitan area
2. The delivery period should fall under Kijabe Street working hours of (8.15 am-5.15 pm during weekdays and 9.00 am to 1.15 pm on Saturday)
3. TBC reserves the right to adjust the distance, time, payment amount or any other variable where and when deemed fit

DHL (International Shipping)

DHL Express Worldwide is an internationally renowned logistics company and Text Book Centre is happy to partner with them. DHL is a premium service that you can select for all international (Out of Kenya) deliveries. It is automated on our website and you get instant quotes depending on the delivery address. DHL has a reliable tracking system and a transit time of within 2-3 days to most parts of the world.

DHL option will only be available once you enter a destination address that is outside Kenya.

Note:

Shipments may be subject to clearance regulation in the destination country and may be subject to Customs Duties which should be paid by the receiver. For more information on customs duties and taxes please click here.