When is my order processed?

All orders are processed the same day they are received, whether you phone your order in or place it online. Your credit card is charged when your order is shipped. If multiple shipments are required to fulfill your order, you will be billed as the items are shipped. Delivery fees are charged based on shipping address. A tariff guide is provided on our website.

With respect to shipments of merchandise to consumers, wherever they may reside, title to the merchandise shall pass to the buyer upon delivery of the merchandise to the common carrier. Accordingly, Impala Saracens Store shall also not be liable or responsible for packages delivered to you through any third party with whom you arrange for receipt on your behalf after we have made delivery to the address you designate (e.g. G4S, Petty Errands etc).

How will I know if you’ve received my order?

When ordering online, we will send your order confirmation via email. Just click on the appropriate box on the payment information page, make sure your email address is correct, and you will receive an email confirming your order after you click on “purchase”. Additionally, you will be given your order number on the order confirmation page after you submit your order. Be sure to jot this number down and keep it handy in case you have questions about your order.

If you have mailed in your order from our catalog, you can call us at +254 706 588 482 or +254 738 588 482 to inquire about the status of your order.

What delivery methods are available?

We normally ship via our courier. If you would like to inquire about the cost and availability of delivery for your order please call us at +254 706 588 482 or +254 738 588 482 or visit our online store on impalasaracens.com

What will it cost me in the way of delivery charges? What is included in your Delivery charge?

Delivery Charges will be calculated automatically when you select your locality on our site. Alternatively, you can visit our site or call us for more information.

Can I ship items to more than one address when placing my order online?

We are happy to ship items to more than one address, but unfortunately we cannot do so online within a single order at this time. If you would like to place an order with multiple delivery addresses, you can enter separate orders on our Web site, or call us at +254 706 588 482 or +254 738 588 482. We regret any inconvenience and promise to make this easier in the future – stay tuned!

When will I receive my order?

For most in-stock items delivered within Nairobi, expect to receive your order within 24 hours, depending on your delivery area. Please allow additional time for orders placed after 1 pm.

If my selection is “backordered,” what happens?

Occasionally, a product is more popular than we anticipated and we temporarily run out of stock. When that happens, we will immediately notify you via email with the anticipated shipping date. Most items that are backordered are expected to arrive in our fulfillment center within 30 days. We ship all ordered items as they become available, so if you have ordered more than one item and any of those items is on backorder, you will receive multiple shipments. You will be billed the total shipping amount on the first shipment. If you prefer, you can also to ask up to hold an order until all available for shipment. Simply click “Hold until complete” at the end of your order.

If you would like to inquire about the status of a backordered item, call us at +254 706 588 482 or +254 738 588 482 or send us an email at csutomerservice@sportonsolutions.com and include your name, address and order confirmation number, if known.

An item I’ve ordered is on backorder and I do not want to wait for it. How can I cancel it?

To cancel any backordered item, call us at +254 706 588 482 or +254 738 588 482 or send us an email at customerservice@sportonsolutions.com and include your name, address and order confirmation number, if known, and the item you wish to cancel. If the item has not already been shipped to you, we will cancel it immediately. If it has already shipped, simply return the items that you do not want and will issue you with a voucher or replace with an item of similar value for the items returned.

If my selection is “cancelled,” what happens?

We do our best to closely monitor inventory levels and keep Impala Saracens Store Web site as current as possible, but sometimes, we receive multiple orders for items that are being discontinued and subsequently become permanently unavailable before we are able to remove those products from our site. When that happens, we will notify you that the item has been “cancelled” and may suggest an alternate product. Because we bill you as items are shipped, your credit card will not be charged for any items that are unavailable. If an item is discontinued, we may substitute merchandise of equal or better value. We will call you to inform you that a substitute item is available and will only ship it to you with your permission.

How do I check the status of my order or contact you if I have a question about my order?

If you have any question about your order, including order status, call us at +254 706 588 482 or +254 738 588 482 or email us at customerservice@sportonsolutions.com. Please include your name, address, and order confirmation number in addition to your question so that we may assist you as quickly as possible.

Do you ship internationally?

Not at the moment, but we will soon – stay tuned.