These are the published service levels on the Kenya coverage rows — Nairobi: same day to 1 working day, Mombasa and Nakuru: 1–3 working days, Kisumu: 2–3 working days and Uasin Gishu: 2–4 working days. Dispatch depends on the cut-off (same-day dispatch on orders confirmed before the daily cut-off and scheduled runs — confirmed at onboarding), and the actual window a buyer experiences also depends on customer confirmation, parcel dimensions and the route schedule for that area. For anywhere outside those rows the route is reviewed before an order is accepted; no delivery window is promised until onboarding confirms it.

Collection is available on the Nairobi and Mombasa coverage rows in Kenya. These are vetted partner-operated locations, not MFT-owned branches, so the specific collection point, its opening hours, the holding deadline and the collection evidence required are sent to the buyer with the pickup notification rather than published here.

You raise a line-level query using the reconciliation reference or the parcel reference, within the window stated in your service schedule. MFT then reviews the order reference, the delivery or collection reason code, the custody and rider record, the delivery or collection evidence, the amount collected in Kenyan shilling (KES) and the payout batch the line sits in before the query is closed. Outcomes follow that evidence — no automatic refund and no fixed resolution time are promised unless your contract states one.