FAQ’S

As long as you have not paid for the order, you can change it. However, once the order has been paid for you may only add additional items before we ship it.

Using our Shop & Ship service, we can buy goods for you from the USA and deliver them to you. Below are the charges you will see in your Shop & Ship invoice:

Cost of Item(s): This is the total cost of the item(s) you want to purchase. It is paid directly to the seller of the item you wish to purchase.

Total Service Cost: This is a fee paid to XUSA for handling and facilitating this service. It is charged at 18% of the Cost of Item(s). This fee also covers full insurance coverage for your order while on transit from our US office to our Nairobi office.

Total Shipping Cost: This is the total transportation cost of your order from our US office to our Nairobi office. The amount quoted as the Total Shipping Cost is final unless otherwise stated.

VAT (16%): All sales of goods in Kenya are subject to VAT at a rate of 16%. VAT is calculated as a percentage of the Total Service Cost + Total Shipping Cost charged by XUSA.

US Domestic Shipping: This is a line item that may be present in your invoice, IF the seller of the item you wish to purchase charges a domestic shipping fee within the US to ship the item to our US warehouse.

Order Total: This is the total of all the line items above. It is the total amount payable for your order. For orders with a value of 100,000 KES or more, you can pay 50% when placing the order and the final 50% when the order arrives in Kenya.

The best way to determine your total cost is to request a quote with us. Click here to request a quote for an order you’d like to place with us.

We accept Mobile Money (M-PESA, Airtel Money), Visa and Mastercard.

We do charge a Service fee if you choose to use our Shop & Ship service. The service fee helps us operate the Shop & Ship service and also helps us provide insurance coverage against all loss or damage during transportation or storage in our warehouses. All Shop & Ship orders are fully insured.

Yes. If we receive multiple packages for you from different vendors, we will consolidate them as much as possible in order to reduce your shipping costs.

After your goods arrive at our U.S. address, they’ll be shipped out with the next shipment scheduled for departure to Kenya, if you selected Air Freight as your shipping method. We ship goods from our U.S. Office every Wednesday and deliver them to Nairobi 7 to 15 business days later (excluding weekends).

If you chose Ocean Freight, the order will be delivered 60 days after shipping.

As soon as your order arrives in Kenya, you will receive an e-mail from XUSA informing you of the arrival of your order. A customer care representative from our local office will also contact you to schedule a pick up or a delivery.

A customer care representative from our local office in Nairobi will contact you to schedule a pick up or a delivery.