Shipping and refunds

This page describes Text Book Centre's policy on shipping and refunds for all products purchased through this website. We strive to maintain excellent customer service and satisfaction, including a guarantee of every product as it's described on this website. Contact us with any queries that are not addressed below.


  1. Insurance of credit notes is only once per order for all returns/exchanges.
  2. Shipping charges for goods delivered within Nairobi or out of Nairobi (Upcountry) will incur a shipping cost KSh 250 except in areas considered as hardship areas. International orders must choose a shipping method at checkout. (For international orders kindly send an email to to confirm shipping details)
  3. Text Book Centre will not provide one shipping cost to orders that are split between multiple shipping addresses.
  4. We reserve the right to choose the most appropriate shipping method according to the size and weight of your order, the location of your shipping address, and other factors.
  5. Goods to Nairobi will be shipped within 72 hours after receipt and clearance (when all your items are available to ship) of the order and up to 5 days to the rest of Kenya. Working hours are TBC Kijabe Street working hours which is open on weekdays 08:15 hrs- 17:15 hrs, Saturdays 08:15 hrs- 13:15 hrs and closed on Sundays and public holidays. Note that the shipping times are estimates and not guaranteed. The timelines may be affected by natural occurrences e.g excessive rain, man-made events e.g violence or calendar events e.g back to school rush. In the event of any of these events, TBC will advise the client accordingly.
  6. Shipping times can be affected by factors over which Text Book Centre has no control, including incorrect delivery addresses, weather, courier and customs delays and Post Office delivery restrictions.
  7. Text Book Centre is not responsible for receiving and processing an order with an incorrect shipping address. Please check your shipping address for accuracy. Please allow for additional time for all out-of-town and international orders. We have no control over certain delays like customs delays.
  8. Local customs and immigration agencies determine any duties or taxes that may be levied against packages arriving from outside the destination country. These additional fees are the responsibility of the recipient.
  9. Text Book Centre cannot be held responsible for any costs incurred by the purchaser or recipient of orders due to shipment failure or late delivery.
  10. Text Book Centre automatically insures any orders.
  11. Free shipping is available for orders above KSh. 2,000. The free shipping only applies to orders with a shipping address within Kenya. This will be done using TBC's preferred courier. Should the client prefer a different courier other than the ones offered by TBC, the client will meet the delivery costs and it will be at the client's own risk. For international orders, the client must choose a shipping method on checkout.
  12. Text Book Centre is unable to provide free shipping on orders that are split between multiple shipping addresses.
  13. A split order will not be considered a single consignment and may be treated as a multiple order, hence attracting additional courier charges.
  14. Some orders might require sourcing the items from a distributor or from multiple TBC branches, in this case, the order might delay. While this is not the norm, TBC will always communicate with the customer about the same.
  15. We reserve the right to choose the most appropriate shipping method according to the size and weight of your order, the location of your shipping address, and other factors.
  16. The shipping fee applies to orders weighing between 0-5 kg, each additional kg or part thereof is charged an additional KSh 50.

Express Delivery

Express delivery is an accelerated delivery service.

  1. Express delivery is only available within the Nairobi Metropolitan area. Addresses outside of the metropolitan area will be dispatched and delivered within the usual stipulated timelines.
  2. Express delivery orders are processed between 8:30 am and 4 pm on working days (8:30 am - 12 noon on Saturdays) for same-day delivery. Any orders outside of this period will be slotted for next working day delivery.
  3. To get the Express delivery option, under delivery address, indicate Nairobi under ‘’County’’ and choose ‘’Express’’ delivery.
  4. Express delivery is charged at a flat rate of Kshs 500.
  5. Delivery change requests from Standard Delivery to Express Delivery should be emailed to ‘’’’ within 1 hour of making an order. You will be required to top up the delivery fees deficit.
  6. All changes on order or delivery location should be communicated within 1 hour of making an order. Once an order has been dispatched, it can't be transitioned to express delivery.
  7. Ensure the delivery address is accurate and the contact information given is reliable. Any missed deliveries due to location errors or non-reachable contacts will not be refunded.
  8. Express delivery is currently not available for bulk and large-quantity orders that cannot be carried on a single delivery motorcycle.
  9. TBC reserves the right to adjust the distance, time, payment amount or any other variable where and when deemed fit.

Delivery to hardship areas (Areas considered with poor infrastructure)

The following areas* are considered hardship areas by most courier services (including EMS) and will, therefore, attract extra shipping fee of not less than KSh 1,000: Baragoi, Bura, Dadaab, Elwak, Garsen, Hola, Habaswein, Ijaara, Lamu, Lodwar, Lokichogio, Mandera, Maralal, Marimanti, Marsabit, Masalani, Mbita, Modogashe, Moyale, Nginyang, Sugutar Marmar, Takaba, Wajir & Wamba.

Kindly note delivery for items shipped to hardship areas is within 7 days.

* The list is updated occasionally as we get the information. Any other area not listed here and not easily accessible falls under a special zone And will be priced accordingly.

Premium Delivery Services

Wells Fargo Kenya Limited (Local Shipping)

Wells Fargo is a courier service with a wide network of destinations in Kenya. Delivery is done door to door* for towns outside Nairobi.

  1. This delivery option will charge Ksh. 406 regardless of the cart amount and delivery location for weights not exceeding 5 kg.
  2. Weights above 5 kg will be charged an extra Ksh. 30 per Kg.
  3. Delivery is done every day of the week except Sundays and Public Holidays.
  4. Wells Fargo orders are picked by Wells Fargo by 3 pm, therefore orders made past this hour might be scheduled for pickup the following day.
  5. Hardship areas for Wells Fargo include Lokichoggio, Kakuma, and Lodwar where the first 5 Kgs will be charged Ksh. 1,393/68 (Plus VAT)

* Door deliveries to destinations outside Wells Fargo delivery zones may attract additional charges based on a need basis. Wells Fargo will call the client in case of this eventuality. The client can either choose to meet this cost and have it delivered or pick up the item from the Wells Fargo office at no extra cost. Wells Fargo delivery zones are zones within 5 Kilometres radius of any Wells Fargo office.

* To Facilitate door to door delivery full residence address must be given e.g. Town, street, building, and house number/office name

Hardship areas

Wells Fargo will deliver countrywide with the following exclusions:

  1. Lodwar and Kakuma - transport is done once a week on the Sunday after purchase. Delivery is then made a few days after arrival.
  2. Maralal - transport is done on Tuesdays and Thursdays. Delivery is done soon after arrival.
  3. Lamu - Items above 5 Kg take more time than normal shipments.

DHL (International Shipping)

DHL Express Worldwide is an internationally renowned logistics company and Text Book Centre is happy to partner with them. DHL is a premium service that you can select for all international (Out of Kenya) deliveries. It is automated on our website and you get instant quotes depending on the delivery address. DHL has a reliable tracking system and a transit time of within 2-3 days to most parts of the world.

The DHL option will only be available once you enter a destination address that is outside Kenya.


Shipments may be subject to clearance regulations in the destination country and may be subject to Customs Duties which should be paid by the receiver. For more information on customs duties and taxes please click here.


You're eligible for a refund within 7 days (except for books which is 24 hrs), if you're dissatisfied with your purchase due to an error on our part or if the product doesn't arrive.

1. Incorrect Product / Not As Described / Damaged

You are eligible for a full refund of the purchase price, including original shipping costs, only if your return is a result of an error on our part. To receive a refund, you must return your item directly to us within 7 days (except for books which is 24 hrs) of the estimated delivery date and in the same condition you received it in.

2. Product Did Not Arrive

You are eligible for a full refund of the purchase price, including shipping costs, if your product hasn't arrived 30 days past the estimated delivery date. If the shipper/courier provides tracking information indicating the book has arrived, the return is void.

In cases where the product is returned to us for the following reasons, the refund price includes only the product price: incomplete address, unclaimed, returned to sender, or similar.

3. Other Terms & Conditions

  1. Returned items should be unused and must be returned in original packaging with any enclosed documentation. We will issue a full refund on receipt, excluding the original delivery charge. Alternatively, if preferred, we will exchange the item.
  2. Returned IT category items MUST be verified to be in sellable condition before a refund is initiated. Printers with toners or ink already inserted are not eligible for a refund, unless confirmed by warranty service center to be faulty.
  3. The item is your responsibility until it reaches us. Therefore, for your own protection, we recommend that you send the parcel using a delivery service that insures you of the value of the goods.
  4. Delivery charges are only refundable where goods are faulty and a refund is made.
  5. The cost of returning the item to us is your responsibility.
  6. There are no refunds on items damaged during shipping. In that case, you must file a claim with the carrier.
  7. Orders that are paid for with a credit card and returned will be assessed a KSh 100 as a processing fee.
  8. We do not refund shipping costs MPesa or credit card fees. They will be deducted from the total amount of your refund.
  9. We currently do not support cash on delivery. Full payment must be made in advance either via mobile money transfer, card payment or bank payment.
  10. In case of a refund, either partial or full, the transaction fees incurred by TBC will be deducted from the refund amount.
  11. The client has an obligation to respond to any communication either written or oral in order to facilitate delivery. Failure to which, TBC will deliver the item to the nearest or most convenient TBC branch.
  12. For international orders (outside Kenya), the client must contact Text Book Centre before making an order for a shipping fee estimate.
  13. EMS is a Posta subsidiary and may, in some cases, not offer door-to-door deliveries. In such cases, the client will be required to collect their order at the nearest Posta office.