Delivery policy
1. We only deliver in Nairobi, Kenya and Charge a fee of between 350/- Ksh to 1000/- Ksh inclusive of tax per delivery depending on the zone selected. Currently we are not delivering to Nairobi CBD. If a client pays less delivery fees e.g. order is for Zone 4 (Kshs.450) and they pay for Zone 1 (Kshs.350), we will have to hold the order until the client can top up the required delivery fees.
2. If you choose the pick up option from our Village Market branch then this will be free of charge.
3. Online deliveries made are required to be verified and signed with full names by client (or designated recipient on behalf of the client) once received to avoid liability claims later on. Goods once received and signed cannot be returned.
4. The full name and signature of the client or person receiving the order should be clearly indicated on the merchant invoice copy for proper referencing.
5. Prime Cuts riders have been authorized to request for client to check their ordered items and sign off (signature and full name) as above in Point number 3 & 4.
6. Not signing off as in point number 3 & 4 above exempts us from any liability and we cannot handle any complains or claims 24 hours after the order has been received.
7. Once our rider has reached the client’s delivery address, they will only wait for 20 minutes after calls, messages or email have not been responded to after which they will have to return with the order and the client will have to collect from our shop or reschedule for delivery at their cost.
8. There could be delays past the scheduled Order slot due to weather, traffic, rider shortage or our shop being busy which are unavoidable.
9. For all orders collected by third-party couriers for dispatch outside of Nairobi (including overnight travel), the use of a cooler box and ice gel packs is mandatory to maintain food safety, as couriers do not provide cold storage. Clients may provide their own suitable cooling equipment or conveniently purchase Styrofoam boxes and ice gel packs directly from our online store at the time of ordering. Prime Cuts’ responsibility for the quality and temperature of the goods ends at the point of collection. We do not accept liability for the condition, handling, or safety of products once they have been handed over to a third-party courier or transport agent. It is the client’s responsibility to ensure their chosen transport method is adequate for perishable goods reaching the final destination.
10. Our riders deliver online orders to destinations within Nairobi. Orders outside Nairobi should be collected by the client either by themselves or arrange for transport companies i.e. riders/courier/airlines to collect (from our shop or receiving on behalf of our customers) and dispatch to the required destination. Prime Cuts shall not handle or take liability for any transport arrangements with third-party entities on behalf of the client. Please refer to Point 9 above regarding mandatory cold-chain packaging and liability for all external dispatches.
11. Rescheduling deliveries by the client after orders have been dispatched either by request or not reachable to receive will leave them with an option of either paying for the next scheduled delivery or choose a shop pick up (no extra cost) date and time of their order.
12. Prime Cuts riders only deliver Prime Cuts Products.
13. Deliveries for Online Butchery Orders cannot be dispatched together with Online Bistro Orders.
14. Same-Day Delivery/Collection Cut-Off Time:
- Tuesdays to Saturdays: Complete payment on D.P.O. by 3:00 PM for same-day.
- Mondays: Complete payment on D.P.O. by 2:00 PM for same-day.
- Sundays & Holidays: Online order delivery & pickup is not available. Orders are taken from the shop.
Orders are processed based on D.P.O. payment completion, not order placement. Next day processing is for orders after cut-off.