Frequently AskedQuestions

Browse our Shop page, add items to your cart, and check out with M-Pesa or a card via Paystack. You'll receive an order confirmation email within minutes.

Message our WhatsApp concierge within 30 minutes of ordering and we'll do our best to adjust it before your parcel is packed for dispatch.

Orders can be cancelled free of charge before they're marked "out for dispatch." Once a rider has collected your parcel, it falls under our returns policy instead.

We offer same-day bike dispatch within Nairobi, and 2–4 day courier delivery to every other major town in Kenya.

Orders placed before 2:00 PM EAT typically arrive the same day, averaging around 42 minutes from M-Pesa confirmation to rider dispatch.

Delivery fees are calculated based on your delivery location and the distance from us.

Most of our single-ingredient treats are gentle enough for puppies and kittens over 12 weeks.

Keep resealed pouches in a cool, dry cupboard away from direct sun. During humid months, an airtight container helps preserve crunch and freshness longer.

Wrap a soft tape snugly around the base of your dog's neck, add 2cm for comfort, and match it against the size chart on the collar's product page.

Yes — look for the "For Cats" filter in our Shop, which covers cat-safe treats, breakaway collars, and lightweight toys sized for smaller paws.

Unopened, unused items can be returned or exchanged within 14 days of delivery. Message our concierge team to arrange a pickup or a prepaid courier label upcountry.

Opened treat pouches and made-to-order or personalized beadwork pieces are final sale for hygiene and craftsmanship reasons.

We accept M-Pesa, Visa, and Mastercard, all processed securely at checkout through Paystack.

Yes. Paystack is PCI-DSS compliant and encrypts every transaction end-to-end — Mambo Pawsitory never sees or stores your card details.