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Delivery and Order Information

Once you place an order with Umai Natural, our fulfillment team springs into action. This document details everything you need to know about how your order transitions from checkout to your doorstep.

1. Order Confirmation

Immediately after placing a successful order, you will receive an Order Confirmation email. This confirms that our system has received your request and your payment has been securely authorized. If you created a registered account, you can also view your full order history from your Account Dashboard.

2. The Delivery Process

  • Step 1: Preparation. Our dispatch center carefully packages your items. Fragile items (like oils in glass bottles) are bubble-wrapped to prevent damage.
  • Step 2: Dispatch. The package is handed over to our verified local delivery riders (for Nairobi) or national courier partners (for upcountry).
  • Step 3: Delivery Communication. Our rider or courier agent will call the phone number provided at checkout before attempting the final delivery. Please ensure you provide an active phone number.

3. Tracking Your Order

Transparency is key to peace of mind. You can track your order status in real-time in two ways:

1. Account Dashboard: Log in and view your active orders. As we process your package, the status will change from "Processing" to "Completed".
2. Track Order Page: If you checked out as a guest, navigate to our Track Order page and input your Order ID.

4. Failed Delivery Attempts

If our rider is unable to reach you or locate the delivery address after multiple attempts, the package will be returned to our dispatch center. We will attempt to contact you to reschedule delivery. Please note that subsequent delivery attempts may attract an additional delivery fee.

5. Incomplete / Incorrect Addresses

Customers are entirely responsible for providing accurate delivery instructions and addresses. We are not liable for delayed or lost packages resulting from incorrect shipping information provided at checkout. If you realize you made an error, contact us immediately.