1. Delivery Coverage Area

KITI currently delivers within:

• Kigali City, Rwanda
  • Nyarugenge
  • Gasabo
  • Kicukiro

We do not operate a physical pickup location. All products are delivered directly to the customer’s provided address.

Delivery outside Kigali may be arranged upon request and may attract additional charges.

2. Delivery Address, Location & Fee Confirmation

During checkout, customers are required to:

1. Select the main delivery area (e.g., Nyarugenge, Kigali, Rwanda).
2. Enter a specific delivery location or detailed address (street name, house number, landmark, etc.).
3. Provide an active phone number.

Each delivery location is associated with a fixed delivery fee, which is automatically added to the product subtotal. The total amount (Products + Delivery Fee) is clearly displayed before payment.

After an order is placed:

• Our team will contact the customer to confirm:
  • The order details
  • The delivery location
  • The associated delivery fee
• If there is a misunderstanding regarding the delivery location or fee, the order may be revised, reordered, or cancelled based on mutual agreement with the customer.

Orders are only processed after successful confirmation.

3. Delivery Fees

• Delivery charges are fixed based on selected delivery location.
• Delivery fees are automatically calculated at checkout.
• Customers must complete full payment (Products + Delivery Fee) before processing begins.

4. Order Processing

Order processing begins immediately after:

• Successful payment confirmation
• Delivery confirmation call (when required)

We may contact the customer to verify details before dispatching the product.

5. Delivery Timeframe

Business Hours:
Monday to Saturday, 8:00 AM – 8:00 PM

• Orders placed during business hours are processed immediately and delivered within approximately 40 minutes from the time the order is confirmed.
• Orders placed after business hours will be processed the next business day starting at 8:00 AM.
• Once processing begins, delivery will be completed within approximately 40 minutes.

Delivery times may vary slightly due to traffic conditions, weather, or high order volumes.

6. Delivery Procedure

Once dispatched:

• The delivery agent will transport the product to the confirmed address.
• The delivery agent will call the customer upon arrival at the destination.
• The customer must be available to receive the product.

Customers are encouraged to inspect the product upon receipt.

7. Customer Responsibilities

Customers must:

• Provide accurate and complete delivery information.
• Ensure their phone number is active and reachable.
• Be available at the delivery location during the agreed timeframe.

If incorrect information results in delivery failure, additional arrangements may be required.

8. Failed or Adjusted Deliveries

Delivery may be delayed or adjusted if:

• The customer cannot be reached.
• Delivery details are incomplete or inaccurate.
• The customer requests changes after confirmation.

Orders may be reordered or cancelled after mutual discussion with the customer.

9. Order Tracking & Delivery Updates

Customers can track their order status directly on our website:

• Navigate to the Order Tracking section located at the top of the homepage.
• Enter your Order ID and Email Address.
• Click submit to view delivery status and updates.

In addition, customers will receive a phone call from our delivery agent once the product reaches the destination area.

10. Policy Updates

KITI reserves the right to update this Shipping & Delivery Policy at any time. Updates will be published on our website.