FAQs
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Register with Kango and get your shipping address
Registration with Kango is free. You will get our warehouse(s) address once you complete the registration.
What does status "overpacked" mean?
Overpacked status means that your package has completed the final step for shipment. No further action is necessary on your part. Once the shipment is completed (based on the warehouse time), you will be issued notification of the shipment as well as your shipment invoice.
What happens if my package/item is lost or damaged?
Uhutex is not responsible for lost or damaged packages before arriving in our warehouse.
Sometimes, packages are misdelivered to the wrong address on behalf of a carrier. You should report the misdelivery to your seller/sender in such cases.
If our staff identifies damage during the package-receiving process, you will receive a message regarding the damage. You will be responsible for contacting the merchant to arrange for the damaged item’s replacement or credit.
If your package arrived damaged, you should submit a claim form from your account. The Claim Form must be received within four (4) days of delivery of your item to be considered. Uhutex will review your claim and reach a final decision within 45 days of receipt, although typically, we close cases in 1-2 weeks. Please make sure to read our Claim Policy.
Resizing Service
Many retailers ship orders in boxes that may be large. Empty space means added shipping costs.
Uhutex offers a free resizing service to reduce the size of the packages and thus reduce overall shipping costs.
The following are some ways that we may try to resize your package:
- Reduce the size of the original box. If the contents do not fill the box up to the top, this is done by cutting the box’s corners and folding it into a small size.
- Shrinkwrap the item (only available for consolidation shipments). If we can remove the item from the shipping box and ship it loosely, we will wrap it in clear shrink wrap for protection.
- Use a smaller box. If we have a smaller box available, we may transfer the contents of your items to a smaller box.
- Reduce the size of the bag.
- If your item comes in a bag, it is sometimes possible to fold it over or eliminate air pockets to reduce its overall size.
Please keep in mind that not all packages can be resized, and a significant reduction in volume can be seen. Additionally, we reserve the right not to resize some packages.
Some reasons why we may not resize your package may include:
- Your items are fragile and may be damaged by reducing packaging.
- Electronics are an example of a product we may not cut down due to the likelihood of damage, especially if they do not arrive in a manufacturer’s box.
- Your items are odd-shaped and cannot fit evenly in a smaller box.
- Your package is already small, or there will be limited space savings.
You can add your instructions on resizing while creating a Pre-alert in the Special Request field.
Direct Service Information
Uhutex offers a Direct Service shipping option to over 200 countries and territories worldwide. It is express and expensive via DHL or FedEx.
Here are some of the critical features of this service:
- Packages are sent via courier service (DHL or FedEx) to your home or office.
- Transit times vary by country but typically take 5-7 days if there are no issues with customs upon arrival.
- Pricing varies by country and weight/dimensions. You will need to use our cost calculator to estimate the cost of your shipping charges.
- Once you are ready to ship your packages, you will select the packages in your account My Packages inbox and complete the Check Out process, including making payment for your shipment. We typically ship the packages within 24 hours (excluding weekends) after completion of payment.
- Although we offer resizing on Direct Service packages, we may not be able to resize them as much as we do with consolidation packages to ensure they are protected from damage.
- You can save money by shipping multiple packages at the same time.
- You can purchase additional protection coverage for your package during the checkout process.
Consolidation Service Information
Uhutex offers its Consolidation Service in select countries. Below are some of the key features of this service:
- We combine the packages of all customers shipping to that country into single shipments that travel via airfreight. By combining all the packages, we can offer more competitive rates over the standard Direct service.
- Your shipping charges are based on the combined weight of all your packages in the shipment.
- Shipments are sent on specific days of the week (which do not change) and may occur 1-2 times per week, depending on the particular country and volume of packages we have going to that destination.
- Once a shipment is made, you will receive an invoice to be paid. Your packages will not be available for final delivery or pick up until payment is received.
- Uhutex offers consolidation services through local partners or Uhutex franchisees in the destination country. This allows us to benefit from local customer service and a local office location.
- Depending on the country, consolidation shipments may be picked up at designated pick-up locations (such as our local office), or limited local delivery may be offered.
- Transit times with our Consolidation service vary by country, but typically shipments arrive in the local country within 7-15 working days from leaving the US Warehouse. The shipment must then clear customs (2-3 working days) and is available for pick up, or our local office/partners will begin arranging for local delivery.
Tracking Your Shipment
Once your packages have shipped, you can track their status by logging into your Kango Express account and going to the My Packages menu item. You can click on the Track button on the Action row to see the latest information on your shipment.
The arrival date is the estimated date for consolidation shipment to arrive at the local country airport. Keep in mind that the shipment will still need to clear customs and be received at our local warehouse/office before being available for pickup or dispatched for local delivery.
My package shipped from the warehouse. When will I receive it?
Consolidation shipments could take up to 15 working days to arrive at a destination. Please allow an additional 2-3 working days for customs clearance before the packages are available for pick up or dispatched for local delivery. For beyond deliveries, please add 3-4 days more. You may contact your local office for provincial deliveries.
How much will I pay for my package?
Kindly check the estimated rates using our website cost calculator.
How do I have Kango return, forward, or discard my package?
There may be situations where you will not ship your packages to your home country and instead may need us to send it back to the merchant, forward it to another location in the U.S. or discard it. Some reasons for this include:
- You ordered prohibited items we cannot ship.
- Your item arrived damaged.
If you want us to return, forward, or discard your package, you must create a pre-alert before the package arrives in the warehouse and put a note “HOLD FOR RETURN” in the Special Request field. The package will be put on hold during the processing if the tracking number added in the pre-alert match the scanned one.
If your item arrived damaged at the warehouse, you would receive a message regarding the damage and take action for forward/return or discard through the My Packages inbox of your Kango account. Please refer to the Tutorials on our website to go through the complete process.
*Please note that we cannot reject your package when it is dropped off due to the number of packages we receive daily.
From U.S. Stores to Your Kenyan Door — Fast & Easy
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