Frequently Asked Questions

How do I place an order?

Browse products, add them to your cart, and click "Proceed to Checkout". Fill in your delivery details and submit. Or tap "Order via WhatsApp" on any product to order directly through chat.

How long does delivery take?

Delivery within Nairobi typically takes 1-2 business days. Other counties take 2-5 business days depending on location. We'll confirm the timeline when we call to verify your order.

How much does delivery cost?

Delivery is free for orders above KES 5,000. Below that, a flat fee of KES 250 applies within major towns. Remote areas may have additional charges, which we'll confirm before delivery.

How do I pay?

Currently, orders are confirmed by phone or WhatsApp before delivery. You can pay via M-Pesa, cash on delivery, or card (where available). We are integrating online payments for a faster checkout experience soon.

Can I return a product?

Yes. If a product arrives damaged or is not as described, contact us within 48 hours via WhatsApp and we'll arrange a replacement or refund.

Do you deliver outside Kenya?

Currently, we only deliver within Kenya. We're working on expanding to East Africa in the future.

How do I track my order?

After placing an order, you'll receive an order confirmation page with your order ID. You can also check your orders in your account, or contact us via WhatsApp for updates.

Is it safe to shop on Toniva?

Yes. Your account is protected with a secure password, and all sessions are encrypted. We never share your personal information with third parties.

How do I contact Toniva?

Tap the WhatsApp button anywhere on the site to chat with us instantly, message us at 0723 277 903, or email support@toniva.co.ke.