Delivery Policy

Delivery Areas

Burner Market delivers to the following regions:

• Domestic (Kenya) — We offer nationwide delivery to all major cities and towns across Kenya.
• International — Currently, we only deliver within select countries. Please check our website for the latest updates on international shipping options.

Delivery Options & Timeframes

We offer several delivery options to accommodate your needs. Delivery times may vary based on your location and the shipping method chosen during checkout.

• Standard Delivery (Kenya) — Orders typically arrive within 3–5 business days for major towns and 5–7 business days for more remote locations.
• Express Delivery (Kenya) — Express delivery is available for an additional fee. Orders arrive within 1–2 business days for select cities.
• International Delivery — Delivery times vary by destination and will be provided during checkout. Typically, international orders take 7–14 business days depending on the country.

Order Processing

• Processing Time — Orders are processed within 1–2 business days after payment is received.
• Weekend Orders — Orders placed on weekends or public holidays will be processed on the next business day.
• Custom Products — Orders containing custom or made-to-order products may take longer to process. You will be notified of any extended processing times.

Shipping Costs

Shipping costs are calculated based on the weight, size of the package, and the destination. Shipping costs will be displayed at checkout before you confirm your order.

• Express Shipping Costs — Express shipping fees will be calculated based on your location and urgency.

Order Tracking

Once your order has been shipped, we will send you an email confirmation containing your tracking number and a link to the carrier's tracking portal, allowing you to monitor the progress of your delivery in real-time.

If you do not receive your tracking information within 2 business days after placing your order, please contact us at hello@burnermarket.co.ke.

Missed or Failed Deliveries

• Missed Deliveries — If you are not available at the time of delivery, the carrier will leave a notification and may attempt re-delivery or leave the package at a nearby pick-up location.
• Failed Deliveries — If a delivery is unsuccessful due to an incorrect address provided by the customer, the package may be returned to Burner Market. In such cases, the customer will be responsible for re-shipment costs.

Damaged or Missing Items

At Burner Market, we take care to ensure your products arrive safely. If your order arrives damaged or items are missing:

• Damaged Items — Please contact our customer support within 48 hours of delivery with photos of the damaged product and packaging. We will work with you to resolve the issue, whether by offering a replacement or refund.
• Missing Items — If items are missing from your delivery, notify us within 7 days of receipt, and we will investigate the matter.

Delivery Delays

While we strive to meet our delivery estimates, there may be occasional delays due to unforeseen circumstances such as weather, customs delays, or carrier issues. Burner Market is not responsible for delays beyond our control, but we will do our best to keep you informed and provide updates.

International Customs and Duties

For international orders, please be aware that customs fees, duties, or taxes may be imposed by your country's customs authority. These additional fees are the responsibility of the customer and are not included in the shipping cost. Burner Market is not responsible for any customs delays.

Contact Us

If you have any questions or concerns regarding our delivery policy, please contact our customer support team for assistance: