Frequently Asked Questions
How fast is delivery?
In Nairobi, Mombasa, Kisumu, Eldoret, Nyeri, and Kilifi, our rider orders typically dispatch within 1 hour and we aim to deliver within 2 hours — though it can occasionally take up to 3 hours depending on traffic and distance.
Do you offer same-day delivery?
Yes — if you are in one of our fast delivery areas (Nairobi, Mombasa, Kisumu, Eldoret, Nyeri, or Kilifi) and your order is placed before 5pm Kenya time, we can usually deliver the same day. Orders placed after 5pm are typically delivered the following day.
Do you deliver outside Nairobi?
Yes, we deliver across Kenya. For areas outside our fast delivery zones, or more than 10km from a city centre, delivery is usually next day. For some remote areas and Sunday orders outside major cities, delivery may be on Tuesday. Once you enter your address at checkout, the system will show the best available delivery option for your location.
How much does delivery cost?
Rider delivery is KSh 350, and this is included in the final price shown at checkout. There are no hidden fees.
Can I pay on delivery?
Yes. Simply select Pay on Delivery at checkout, or let us know via WhatsApp and we will arrange it. After your order is placed you will receive a WhatsApp confirmation along with a secure payment link to use when your order arrives.
What payment methods do you accept?
We accept M-Pesa, Visa, and Mastercard. Payment is made through our secure checkout or through the payment link sent via WhatsApp. We do not accept cash and we do not have a Till number — please never pay a rider directly.
Are your products safe and certified?
Yes. All products sold on Protein.ke comply with Kenyan food safety regulations and are sourced from manufacturers who meet KEBS (Kenya Bureau of Standards) import and quality requirements. We only stock products that have passed the relevant regulatory checks for the Kenyan market.
What is your returns policy?
We accept returns within 48 hours of delivery, provided the product is unopened, undamaged, and untampered with. We will refund the full product price, but delivery costs are non-refundable. Read our full Returns Policy here.