FAQs

Below FAQ are some common concerns of our clients before purchasing the theme.
If you have other questions, please just send it to help@netai.co.ke.

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  • 🛍️ Pre-Sale FAQs
  • 📦 Shipping & Delivery FAQs
  • 🛒 After-Sale FAQs

Need Help?

If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.

If we aren’t available, drop us an email and we will get back to you within 2-12 hours!

🛍️ Pre-Sale FAQs

No, we operate online only. However, we have a pick up location using Pick Up Mtaani collection points at Star Mall C1 & C2.

Please make sure that you follow below steps:

Step 1: Visit Our Store Go to our official Shopify website Netai.co.ke.

Step 2: Browse & Select Products Explore our Stanley Cups, accessories, and wellness products. Click on the product you want to buy. Choose your preferred color, size, or variant (if applicable). Click “Add to Cart”.

Step 3: Review Your Cart Click the cart icon at the top of the page. Review your selected items. Click “Proceed to Checkout” when ready.

Step 4: Enter Shipping & Contact Details

Step 5: Choose Payment Method Select M-Pesa, bank transfer, or card payment. Follow the payment instructions provided.



Step 6: Confirm & Place Order Double-check your details. Click “Place Order” to finalize your purchase. You’ll receive a confirmation email/SMS with order details.



Step 7: Track Your Order You’ll get updates via WhatsApp or email when your order is processed and shipped. If you selected Pick Up Mtaani, you’ll receive a notification when it’s ready for collection.

Fill in your name, phone number, and delivery address. Choose your preferred shipping method (Pick Up Mtaani, Same-Day, or Standard Delivery).

-💡 Need help? Contact us via WhatsApp - 0711 486099 or Email - help@netai.co.ke.

No, you can check out as a guest. However, creating an account lets you track orders and get exclusive offers.

We accept:

  • M-PESA
  • Card Payments


    • Contact us if you have a different mode of payment.

    Yes, for orders within Nairobi

    Yes! For bulk orders or corporate gifting, DM or WhatsApp us for a special quote.

    📦 Shipping & Delivery FAQs

    We deliver countrywide.

    Here are the delivery timelines and options:

  • Same Day Delivery (Nairobi) – Orders placed before 5 PM
  • Pick Up Mtaani (Star Mall C1 & C2) – Ready in 24 hours
  • Next-Day Delivery (Outside Nairobi) – Delivered via Pickup Mtaani
  • Out-of-Town Delivery – 24 to 48 hours, depending on the courier and location


    • Contact us if you have a preferred courier.



    📦 You will receive tracking updates via WhatsApp or SMS once your order is dispatched! 😊

    Delivery fees vary based on your location. The exact amount will be calculated and displayed at checkout before you complete your order.

    📍 Estimated Delivery Fees:
    Nairobi: From KES 200
    Outside Nairobi: From KES 300 (Varies by location and courier)

    🚚 You will receive a confirmation message with your delivery details after placing your order! 😊

    Once your order is dispatched, you will receive a tracking number or a WhatsApp update.

    If your order hasn’t been shipped, contact us immediately via WhatsApp to update your details.

    Additional charges may apply based on the distance from the original shipping location if it has already been dispatched.

    The courier will attempt delivery again or arrange for pick-up. Additional charges may apply.

    If your package is delayed contact us for assistance.

    🛒 After-Sale FAQs

    If your item is damaged or incorrect, contact us within 24 hours for a replacement.

    We accept returns/exchanges only for defective or damaged items within 24 hours. No returns for change of mind.

    We currently don’t offer customization, but we're working on it. Stay tuned for updates!

    Unable to find satisfactory answers ? Contact Support