Shipping & Delivery Policy
Last updated: 15 October 2026
This policy explains how Ecochicks Poultry Limited ("Ecochicks", "we", "us") delivers your order, and how Pay on Delivery works. It applies to orders placed on this website, through a cart link we send you, on WhatsApp, by phone or in our shop. It forms part of our Terms of Service.
Where we deliver
- We deliver countrywide within Kenya through couriers, parcel services and riders. We do not deliver outside Kenya.
- You can also collect your order from our shop: Wakulima House, KPCU 1st Floor, Haile Selassie Avenue, Nairobi.
Delivery charges
- Any delivery charge for your order is shown at checkout, or confirmed to you on WhatsApp, before you pay.
- On Pay on Delivery orders, the delivery charge is included in the total and the amount you pay on delivery.
Delivery times
- We give you an estimated delivery time when we confirm your order. Delivery times are estimates, not guarantees.
- We will keep you updated, but we are not responsible for delays caused by couriers, weather, road conditions or other events outside our control.
- Please give us a phone number that will be on and reachable on the day of delivery.
Pay on Delivery
- Where Pay on Delivery is offered, you pay a commitment amount (deposit) by M-PESA to confirm your order. The deposit is part of your order total, not an extra charge.
- You pay the balance when the order reaches you. You will receive a delivery code and PIN; use them on your delivery link to view your order and pay the balance by M-PESA.
- Larger orders may need a bigger deposit or full payment before dispatch. Any such amount is shown before you pay.
- We dispatch Pay on Delivery orders only after the deposit has been received.
Orders that are not collected or are refused
Once your order is dispatched, we pay for it to be transported to you. If the order is not collected, you cannot be reached on the delivery day after reasonable attempts, or you refuse a delivery that matches your order without a valid reason, part or all of the deposit shall be used to cater for transport costs. These include the cost of delivering the order to you, returning it to us, courier and parcel fees, storage and handling. Any part of the deposit not used for these costs will be refunded to you.
A valid reason includes receiving an item that is damaged, faulty, or different from what you ordered. In that case, please contact us straight away and we will put it right under our Return Policy.
Cancelling an order
- You can cancel an order free of charge before it has been dispatched. Contact us as soon as possible and we will refund any amount you have paid.
- If you cancel after the order has been dispatched, it is treated as an order that was not collected (see above).
When your order arrives
- Please check your item when it arrives and tell us within 24 hours about anything damaged or missing, with photos where possible.
- Live birds and day-old chicks are delivered healthy on the day they leave us. Care after delivery is the buyer's responsibility.
Contact us
For any question about delivery or your order:
- Phone / WhatsApp: 0727 087 285
- Email: info@ecochickspoultry.com
- Shop: Wakulima House, KPCU 1st Floor, Haile Selassie Avenue, Nairobi