Frequently Asked Questions


How does Sendy work? 

Sendy uses an online platform for placing delivery requests. It connects drivers/riders to customers with delivery needs. All one needs to do is sign up and place the order. Sendy uses an online platform for placing delivery requests. It connects drivers/riders to customers with delivery needs. All one needs to do is sign up and place the order.

How can I place a delivery using Sendy?

Go to sendyit.com or download Sendy app. Sign up and start placing orders by selecting the pick-up and destination location, get the price estimate for the different vehicle types on our platform then proceed to confirm the order.

Why is my Request Delivery button not working?

For Request Delivery button to work make sure while keying in pick up location and destination you select from Google Map dropdowns/suggestions.

Can you deliver my parcel from one city to another? 

We currently don’t have a city to city parcel delivery service. However, there are exceptions for truck/van/pick up/trailers deliveries done daily from one city to another.

What time do you close? 

Sendy technically operates 24/7. Our Customer Support hours are from 7 am to 9 pm weekdays and 8 am- 6 pm weekends and holidays.

Why has my price changed? 

Change of price could be because you had some arrears in your Sendy account and the system added to your order amount.

My payment says “Failed” even though my MPESA account has been deducted. 

Log out and log back in. When you place the order you won’t be prompted to pay again unless the order you are placing is not the previous order you were placing (exceeds the former order amount).

How do I pay via pay bill? 

Our pay bill number is 848450 and account number for individual accounts is phone number (one registered on Sendy) and for business accounts its the Sendy account number. I.e. SENDY1234

Why I’m I asked to pay more than my order amount? 

It is because you had some arrears in your Sendy account and the system added this to your order amount

How do I enter my promo code? 

Go to Sendy Menu-Payment-Promo code and input the promo code to redeem, this applies for both App and Web platform.

Why is my rider not picking my call?

Riders may not pick a call while riding. But if you’ve attempted several times please contact Sendy support.

 Why is my order taking longer to get a rider?

Order confirmation depends on the availability of riders in a location. Few or no riders in a location contributes to delays.

My rider has taken long to deliver my package. 

Contact Sendy support via [email protected] or call  0709779779  for assistance.

How do I get a refund for my damaged package? 

Send an email to [email protected] with the order number as well as details, receipts, and pictures of the damaged package. 

What can I do if I have been double-charged?

Contact us via [email protected] or call 0709779779  for a refund or use your over-payment for your next delivery. When you send money to Sendy, it is deducted from your Sendy account if the order has been delivered. In this case, it is still in your Sendy account.

The rider told me he can't manage to do the order, will I be charged if I cancel? No need to cancel, we will reassign the order and have someone else pick it.

How do I trace a delivery I previously raised?

Log into your account, click on Menu, then orders, you can filter with the specific dates

I forgot to include my order as a return, what do I do? 

Contact Sendy support via [email protected] or call  0709779779  for assistance.

I have not received my account activation code, what do I do? 

Try the call for verification option or contact Sendy support for assistance.

What is my service PIN?

When authorizing payments to online merchants through M-Pesa, a subscriber may be prompted to give their service pin. Well, here is how to get one:

1. Dial *885# from your Safaricom line.

2. Enter '0' and Click 'SEND'.

3. Enter your National ID and Click 'SEND'.

4. Enter your preferred PIN and Confirm it.

You will get a confirmation message.

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