Frequently Asked Questions

Visit this page to view the new shipping rates from USA to Kenya.

Several factors have raised our costs. Global shipping costs rise, and general inflation have gone up. Additionally, new government import taxes (VAT, levies and other fees) have increased. We absorb these customs duties and add only a small adjustment to cover rising costs, and we’ve also invested in more reliable delivery timelines and better service.
Overall, this update helps us maintain reliable shipping for you (see “Why we are doing this” on our price change page).

The BFM (concierge) fee is now 7.5% (previously 5%). This service involves our team purchasing items on your behalf from USA retailers. The increase reflects higher procurement costs (credit-card fees, and time) and still keeps our concierge fee very competitive. The BFM fee covers all extra work of ordering, verifying items, and coordinating your purchase. We remain committed to high transparency: the fee percentage is shown upfront on your BFM invoice.

Yes! Our rates remain all-inclusive: they cover freight, handling, and customs clearance - the same policy as before. You won’t be hit with surprise import taxes or paperwork fees. Kenya’s mandatory taxes (VAT 16%, etc.) are paid by us on your behalf. For reference, Kenya’s law requires VAT on imports plus levies, which we handle internally. You only pay the rate we show, (plus the optional BFM fee) and we handle the rest.

The only way to keep the old rate is to ship before the effective date. After that, all orders will use the new pricing. We encourage you to ship any urgent packages ahead of time if that’s helpful. Additionally, if you are able to ship 50 kg per week you automatically qualify for our rate of $16/kg

Even after our update, Aquantuo remains competitive, especially on an all-in basis. For example, Kentex Cargo offers air freight from USA to Kenya starting at $16.99/kg with no sales tax address which costs more. Our updated rate beats these when you factor in the services we provide (App, tracking, and dedicated customer support to give visibility of your orders). Plus, we now offer new referral discounts to add value that others don’t.

Yes. Along with the rate changes, we’ve invested in better technology and support. You’ll enjoy more precise tracking updates and proactive communication. We’re also launching a loyalty program: frequent shippers will earn points and get discounts. These enhancements help ensure your shipments stay on time and stress-free, even as costs rise.

We ship weekly from our US warehouse via air. After payment, packages typically arrive in Kenya in about 5 - 10 business days from the ship out date. We work closely with customs to clear your goods quickly. You’ll receive email/SMS updates and can track your shipment online. Improvements in these areas help us offer fast, dependable service even as we adjust prices.

For larger shipments, our per-kg rate is lower (see the tiered rates here). We also occasionally run promotions (follow us on social media for updates!). Our goal is to keep delivery as affordable as possible.

You can pay the invoice via your Aquantuo account against the order ID. We always send you payment details by email.

We understand price matters. Aquantuo provides an all-inclusive service: we handle USA shipping, Image sharing, free sales tax address, and order tracking as well. Many other carriers (like DHL/FedEx) cost a lot more, or they may not include clearing your goods. Compared to other freight forwarders, we offer weekly flights, order tracking, and a dedicated customer support team. Our new pricing ensures we can continue providing this level of service.

First, check your account and try the Price Estimator for your planned shipment. This will show you the exact cost under the new rates. Also, consider any cost-saving tips: sign up for our referral program to earn shipping credits. As always, our support team is here to help with any questions or to help you book your shipment.

Our customer care team is here to help. Feel free to reach out via our toll-free line (+254 800 000 323),  email support_ke@aquantuo.com , or WhatsApp +254 720 761 333.
We are based in Industrial Area, Gil Gil Road, along Enterprise Road, so we understand local needs and are happy to assist.