FAQs
Ordering & Delivery
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How quickly do you deliver?
Most Nairobi deliveries are fulfilled within the selected delivery slot, often within 1-26 hours depending on order cut-off and availability.
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Can I change or cancel my order?
E-commerce orders may be changed or canceled up to 24 hours before scheduled delivery or pickup. After that, charges may apply for perishable items already prepared.
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How is freshness maintained during delivery?
Orders are dispatched in insulated, food-safe, clearly branded vacuum packaging to preserve freshness from dispatch to delivery.
Returns & Refunds
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Can I return beef after delivery?
Because products are perishable, returns are only accepted for verified damage, spoilage, or quality concerns.
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How long do I have to report an issue?
For e-commerce orders, report missing, incorrect, damaged, or spoiled items within 12 hours and include clear supporting photos.
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What outcomes are possible if my claim is approved?
Approved claims may be resolved by replacement delivery, account credit, or refund to the original payment method.
Payments, Account & Policies
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What payment methods do you support?
Supported methods are shown at checkout. Payment must be completed before order fulfillment.
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Where can I read your Terms and Privacy Policy?
Terms & Conditions and Privacy Policy are available in Customer Service links in the footer and mobile menu.
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How do I get direct support?
Use the "Ask Your Question" form on this page, call +254 798 777 333 / +254 796 020 200, or email clientcare@ongolebeef.co.ke.
Ask Your Question
Ask anything, we are here to help.