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Delivery Policy

Where we deliver

We deliver across Kenya. Orders are picked and dispatched from the branch that serves your delivery area — Valley Arcade Mall, Shujaa Mall or Gichero Mall in Ruiru — or shipped nationwide where your address falls outside a branch service area. You can also collect from any branch.

How your delivery is worked out

Delivery is priced by named area rather than by distance. At checkout you choose your county and area; we match it against the delivery zones our branches serve and show you the charge and the estimated delivery window before you pay. Nothing is charged that you have not seen first.

If your area is not one of our named branch zones, the order falls through to nationwide delivery for your county or region, with its own charge and timeline shown the same way.

Our zones and rates are reviewed regularly, so the figures displayed at checkout are always the ones that apply to your order.

Ordering more than one bicycle

Within a branch service area, bicycles on the same order travel on the same run, so each bicycle after the first adds only a surcharge rather than a second full delivery charge.

Nationwide shipments are handled per bicycle, because each one is packed and carried separately. There the zone charge applies to every bicycle on the order and the surcharge does not apply.

Whichever applies to your order, the total is calculated and displayed at checkout before you pay.

Orders sourced from more than one branch

If the branch serving your area cannot cover everything you have ordered, we can pull the missing lines from another branch rather than cancel them. That means an inter-branch transfer, which adds a charge and pushes the delivery estimate out.

Both are shown at checkout before you pay, and your order record tells you how it was handled — fulfilled by the zone branch, reassigned to another branch, split across branches, or held on backorder where stock is short everywhere. We contact you before holding anything on backorder for an extended period.

Collection from a branch

Choosing to collect means no delivery charge applies. We hold paid collection orders for 7 days at your chosen branch — bring your order number and an ID. Let us know in advance if somebody else is collecting on your behalf.

Processing and dispatch

  • We prepare orders only after payment is confirmed. Orders paid late in the day are usually picked the next working day.
  • Delivery estimates count working days, Monday to Saturday, excluding public holidays.
  • Bicycles are assembled, indexed and safety-checked by a mechanic before they leave us, so a bicycle order can take a little longer to dispatch than an accessory order.
  • Special orders and lines being transferred between branches take longer; the estimate shown at checkout already allows for that.

Delivery estimates

Estimates run from same-day through to several working days depending on the zone, on whether an inter-branch transfer is involved, and on what you have ordered. They are estimates rather than guarantees: weather, traffic, road closures, courier delays and security incidents can all push a delivery back. We will keep you informed if your order is running late.

On the day

  • Give us a phone number that will be answered — our rider or courier calls ahead before delivering.
  • Somebody aged 18 or over must be available to receive the order at the address given, and may be asked to confirm the order number.
  • If nobody is available we will try to arrange a redelivery. Repeated failed attempts may be charged for, or the order returned to the branch for collection.
  • We deliver to the door where access allows. Where a building, estate or site restricts access, delivery is made at the nearest safe point.
  • Address changes are only possible before dispatch, so contact us as soon as you spot anything wrong.

Checking your order

  • Inspect the order in front of the rider or courier where you can, and check the outer packaging for damage before signing.
  • Report anything damaged in transit within 48 hours, with photographs of both the item and its packaging — it lets us settle the claim quickly.
  • Check that everything on your order note is present, including accessories and small parts packed separately.
  • Keep the packaging until you are satisfied with the order; it makes a return or warranty claim much easier.

Bicycles delivered to you

Bicycles are delivered assembled and ready to ride, with brakes and gears set up by a mechanic. Cables settle and spokes bed in over the first few weeks of riding, so we recommend bringing the bicycle to a branch for a check-over after the first month. If anything feels wrong before then, stop riding it and bring it in.

Uncollected and undeliverable orders

Orders we cannot deliver after reasonable attempts are returned to the servicing branch and held for collection, and we will contact you on the number and email on the order. Where an order stays uncollected we may cancel it and refund it under the Return & Exchange Policy, less any costs already incurred.

Tracking your order

Your confirmation email carries your order number and a private link to the order. Signed-in customers can also see every order under Orders in their account. Status moves through pending, processing, shipped and delivered, and we email you as it changes.

Hire, wholesale and event deliveries

Bicycle hire deliveries, wholesale consignments and event equipment are arranged individually with you when the quote is confirmed, and are not covered by the standard delivery zones above.

Questions

Call +254 727 767 676, email info@ahtraminternational.com, message us on WhatsApp, or ask at any branch. Please have your order number ready.

Last updated: 28 August 2026.