How can we help?
Find answers below or reach out directly. Real humans, fast replies, local knowledge.
What do you need help with?
Pick a topic and we'll point you in the right direction.
Deliveries
Track, reschedule, or report an issue with a delivery.
Payments & refunds
Payment failures, refund status, and billing questions.
Account
Login issues, profile updates, and account settings.
Agent points
Find nearby agents, drop-off hours, and collection info.
Insurance & claims
File a claim for lost or damaged parcels.
General
Anything else — we're happy to help.
Frequently asked questions
Quick answers to the most common questions.
How do I track my parcel?+
Open the app or visit the Track page on our website. Enter your tracking code to see live rider location and delivery status.
What payment methods do you accept?+
We're 100% cashless. We accept Mobile money (M-Pesa, Tigo Pesa, Airtel Money), Pochi la Biashara, debit/credit cards, and in-app wallet balance.
How do I cancel a booking?+
You can cancel free of charge before a rider is assigned. Once a rider is en route, a cancellation fee may apply. Go to My Bookings > Cancel in the app.
What if my parcel is damaged or lost?+
Every parcel is insured. Submit a claim within 14 days via the app or email support@deliviosend.com with photos and your booking reference.
How long does delivery take?+
Xpress: 1–3 hours within the city. Doorstep: same-day scheduled. Regional: 1–3 business days between cities.
Can I change the delivery address after booking?+
Yes, if the rider hasn't collected the parcel yet. Go to My Bookings > Edit Address. After collection, contact support for assistance.
Talk to a real person
Our support team speaks Swahili and English. Average response time: under 60 seconds on WhatsApp.