Shipping policy

Shipping & Delivery Policy

By completing a purchase with Dragonfly Crackers, you agree to the terms outlined in this Shipping & Delivery Policy. Please read these terms carefully, as they govern the fulfillment, transit, and delivery of your handcrafted goods.

1. Order Processing Times

All Dragonfly Crackers products are printed, rolled, and finished by hand in our Nairobi studio.

  • Standard Orders: Please allow 3-5 business days for order processing before dispatch. Processing time is exclusive of shipping transit time.

  • Bespoke & Custom Orders: Processing times for personalized, branded, or custom-patterned crackers will be quoted directly during the design approval stage.

  • Peak Seasons: During high-volume periods (e.g., November–December), processing times may be extended. We will communicate any substantial delays directly.

2. Delivery Methods & Transfer of Risk

We offer several fulfillment options. Risk of loss and title for items pass to you upon our handover of the goods to the designated carrier or driver.

  • A. On-Demand Local Delivery (Nairobi Metro - Bolt, Uber, Boda, etc.)

    • Facilitation Only: For expedited local delivery, we facilitate dispatch via third-party on-demand apps. The contract of carriage is strictly between you (the customer) and the service provider.

    • Fees & Payment: Delivery fees are calculated dynamically by the app based on distance and traffic. These costs are strictly the responsibility of the customer and are payable to the driver upon delivery or via the respective app.

    • Liability: Once the package is handed over to the on-demand driver at our studio, Dragonfly Crackers is absolved of all liability regarding delayed transit, theft, or damage. Any claims must be raised directly with the service provider (e.g., Bolt, Uber).

  • B. Standard Domestic Courier (Outside Nairobi / Rest of Kenya)

    • We utilize registered courier services (Wells Fargo or G4S) for a flat rate of KSh 850 per shipment.

    • Once dispatched, delivery timelines are dictated by the courier. We are not liable for operational delays on their end.

  • C. Studio Pickup

    • Customers may opt to collect their orders directly from our Nairobi studio. Orders must be collected within 7 days of the "Ready for Pickup" notification.

3. International Shipping & Customs Compliance

We ship globally. International delivery quotes are provided custom upon request via info@dragonflycrackers.com.

  • Delivered Duty Unpaid (DDU): International shipping quotes cover the carriage of goods only.

  • Customer Responsibility: The recipient is the importer of record and is solely responsible for all import duties, local taxes, customs clearance fees, and quarantine checks imposed by the destination country.

  • Abandoned Packages: If a recipient refuses to pay applicable duties and taxes, resulting in the package being held, destroyed, or returned by customs, Dragonfly Crackers will not issue a refund for the product or the shipping costs.

4. Delivery Exceptions & Customer Error

  • Address Accuracy: It is the customer's absolute responsibility to ensure the shipping address and contact telephone number provided at checkout are 100% accurate and complete.

  • Failed Deliveries: Dragonfly Crackers is not liable for orders delivered to incorrect addresses provided by the customer, nor for packages returned due to multiple failed delivery attempts.

  • Reshipment Costs: Any order returned to our studio due to customer error will incur additional shipping charges, which must be paid in full by the customer prior to reshipment.

5. Force Majeure & Third-Party Delays

While we strive to meet all estimated delivery estimates, Dragonfly Crackers shall not be held liable for any delay in delivery caused by circumstances beyond our reasonable control. This includes, but is not limited to: severe weather, natural disasters, strikes, civil unrest, courier network failures, or customs processing hold-ups.

6. Damaged Shipments & Claims

We take exceptional care in securely packaging our goods. In the unlikely event that your package arrives damaged:

  1. Reporting Window: You must report the damage to info@dragonflycrackers.com within 48 hours of the documented delivery time. Claims made outside this window will not be entertained.

  2. Evidence Required: Your email must include your order number, clear photographs of the damaged exterior packaging, the interior packing materials, and the damaged items.

  3. Resolution:

    • For domestic couriers (Wells Fargo/G4S) and international freight, we will initiate a claim with the courier and work with you on a replacement or refund.

    • For local on-demand deliveries (Bolt/Uber), liability rests with the driver. You must inspect the package upon receipt and lodge the claim directly with the app, though we will happily provide you with pre-dispatch condition photos if required to support your claim.