What you need before you start
Have both parties' details ready, plus a realistic description and value for the parcel. Accurate information avoids re-quotes, delays and claim problems later.
- Sender name and phone number
- Receiver name and phone number
- Parcel description, size and declared value
- The partner drop-off office most convenient for you
Step 1 — Choose the courier and route
Open Send Mzigo and search for a courier partner. Available partners are filtered by the origin and destination offices that serve your route, so you only see realistic options.
Compare the partner office locations and estimated delivery windows, then choose the option that fits your budget and the receiver's location.
Step 2 — Register the parcel
Add the sender and receiver details, describe the parcel, choose a size and declare its value. Declaring the value is what supports cover if something goes wrong, so use a realistic figure.
When you submit, the platform generates a tracking number and a QR label. You will need the label at drop-off.
Step 3 — Drop off at the partner office
Take the parcel to the selected partner office and hand it to the counter team. They scan your QR label, which starts tracking immediately.
Keep the receipt — it shows the tracking number and is useful if you need support later. If your parcel is fragile or unusually shaped, mention it at the counter so it can be handled correctly.
Parcel insurance and peace of mind
Mzigo.online is the first Kenyan company to offer parcel insurance. When you register the parcel, declare a value you are comfortable with — that value sets the cover attached to the parcel.
If the parcel is lost, damaged or significantly delayed, open a claim with the tracking number, a description and the estimated value. Claims are assessed against the declared value and the partner's terms, and approved payouts are recorded in the platform.
Insurance is about peace of mind: you should not have to choose between an affordable delivery and protection if something goes wrong.
Step 4 — Track to collection
Share the tracking link with the receiver, or let them track it themselves on the Track page using the tracking number or Locker ID.
When the parcel arrives, the receiver pays the delivery fee by M-Pesa and receives a collection code. They present the code (and ID where requested) to collect.
Common mistakes to avoid
- Wrong phone number: the receiver misses the collection notification.
- Undeclared or low value: reduces the cover available for a claim.
- Prohibited items: couriers may refuse or hold the parcel; check the prohibited items list.
- Poor packaging: fragile items should be protected before drop-off.