Frequently asked questions

Enter the tracking number or Locker ID on the Track page. You will see every scan — drop-off, transit, arrival and collection — without signing in.

Yes — Mzigo.online is the first Kenyan company to offer parcel insurance. Declare the parcel's value at registration to set your cover, and if something goes wrong our claims process assesses approved payouts against that declared value.

The quote combines the courier partner's base rate for the parcel size and route with holding, parcel insurance and a small platform fee. The exact amount is shown before you register the parcel.

Yes. The receiver pays by M-Pesa when the parcel is ready for collection and receives a collection code. Some workspaces agree different billing terms.

It is on the QR label or receipt from drop-off, and is sent by SMS or WhatsApp when the parcel is registered. Workspace users can also copy it from Orders.

Envelopes cover documents; Small and Medium suit everyday boxes; Large and above handle bulky items. Declare fragile or high-value items accurately and contact support if you are unsure.

Delivery time depends on the partner and route. Most routes move within a few days, and tracking updates appear as the parcel is scanned at each office. Check with support for a specific route before sending urgent items.

Open a claim from the Claims page with the tracking number, a description and the estimated value. Claims are reviewed against the declared value and the partner's terms, and approved payouts are recorded in the platform.

Our partner network currently covers 70+ destinations, including Nairobi, Mombasa, Nakuru, Nyeri, Naivasha, Thika, Machakos, Kitui, Embu, Kilifi, Malindi and Voi. New routes are added regularly.

Yes. Starter suits small shops, Growth adds API access and team roles for growing stores, and Scale supports high-volume operations with custom rate cards and SLA support.

No. Plans cover platform features such as parcel limits and team seats. Delivery fees are quoted per parcel and are paid at collection unless your workspace has agreed different terms.

If you run a courier or transport business, email [email protected] with your company details, routes and offices. We will get back to you about onboarding.