Frequently Asked Questions (FAQs)
Last Updated: June 2026
Welcome to the Shushan Acres Help Centre. Below are answers to some of our most frequently asked questions. If you don't find what you're looking for, please contact us—we're happy to help!
🛒 Ordering
How do I place an order?
Browse our products, add your desired items to your cart, proceed to checkout, complete your details, choose your payment method, and place your order.
Can I change or cancel my order?
Yes, provided your order has not yet been processed or shipped. Please contact us as soon as possible after placing your order.
Will I receive an order confirmation?
Yes. After placing your order, you'll receive an email confirming your order details.
💳 Payments
What payment methods do you accept?
We currently accept:
- M-Pesa Buy Goods (Till Number)
- Additional payment options may be introduced in the future.
When should I make my M-Pesa payment?
Please complete your M-Pesa payment immediately after placing your order using the Till Number provided during checkout.
How long does payment verification take?
Most M-Pesa payments are verified within one business day. Once verified, we'll begin processing your order.
🚚 Shipping & Delivery
Where do you deliver?
We currently deliver throughout Kenya using trusted courier partners.
Which courier services do you use?
Depending on your location, we may ship using:
- G4S
- Wells Fargo
- Easy Coach
- Ena Parcel
- Guardian Courier
How long does delivery take?
Estimated delivery times are:
- Major towns: 2–4 business days
- Other locations: 3–7 business days
Do you offer free shipping?
Yes! Orders valued at KSh 8,000 or more qualify for free standard shipping within Kenya.
🌾 Products
Are your products natural?
Yes. We strive to use high-quality natural ingredients in our foods, wellness products, and personal care products.
Why might products look slightly different from the photos?
Because many of our products are handcrafted using natural ingredients, slight variations in colour, texture, aroma, or appearance may occur. These variations are normal and do not affect product quality.
Are your herbal products medicines?
No. Our products are intended to support general wellness and healthy living. They are not intended to diagnose, treat, cure, or prevent any disease. If you have a medical condition, are pregnant, nursing, or taking medication, please consult a qualified healthcare professional before use.
Do you provide product recommendations?
Yes! If you're unsure which product may best suit your needs, feel free to contact us and we'll gladly provide general product guidance.
📚 Digital Resources
How do I receive my digital purchase?
Digital products are delivered electronically after your purchase is completed.
Can I return a digital download?
Digital products are non-refundable once they have been downloaded or accessed, unless there is a technical problem with the file.
🔄 Returns & Refunds
Can I return food or herbal products?
For health and safety reasons, opened food products, herbal products, honey, and personal care items cannot be returned unless they are damaged, defective, or incorrect.
What should I do if my order arrives damaged?
Please contact us within 48 hours of receiving your order. Include your order number and clear photos of the damaged item and packaging so we can assist you promptly.
👤 My Account
Do I need an account to place an order?
No. You may check out as a guest if guest checkout is enabled. However, creating an account allows you to:
- View previous orders
- Track order status
- Save your delivery information
- Enjoy a faster checkout experience
How do I reset my password?
Click "Forgot Password?" on the login page and follow the instructions sent to your email address.
📞 Customer Support
How can I contact Shushan Acres?
Email: hello@shushanacres.co.ke
WhatsApp: +254 796 365151
What are your customer service hours?
Monday–Thursday: 8:00 AM – 5:00 PM (EAT)
Friday: 9:00 AM – 3:00 PM (EAT)
Sunday: 9:00 AM – 1:00 PM (EAT)
Saturday & Public Holidays: Closed
How quickly do you respond?
We aim to respond to:
- Emails within one business day
- WhatsApp messages within a few hours during business hours
🌍 International Orders
Do you ship internationally?
We are working toward offering international shipping. If you are outside Kenya, please contact us before placing your order so we can discuss available shipping options and costs.
Still Need Help?
If your question isn't answered here, we'd love to hear from you.
📧 Email: hello@shushanacres.co.ke
📱 WhatsApp: +254 796 365151