FAQs

How does Jaza Cargo™ by Diamant work?

If you need help buying items from a US or Canadian vendor or marketplace, complete the Jaza Cargo™ form. A representative will reply with the full cost.

Once you approve the cost, payment for the product is due before we complete the purchase for you.

Assisted shopping is free when you already know which vendor or marketplace you want to buy from. If you haven’t chosen one, we charge a 5% sourcing fee, with 2.5% due before we begin sourcing.

Shipping costs to Nairobi are calculated after we receive your items at our warehouse in Canada or the US. Many customers have their items repackaged to reduce volumetric weight charges.

Shipments depart on a set schedule (see “When are your shipping dates?” below) and take an estimated 5 to 7 business days to reach our Nairobi location. All shipping charges must be paid in full before pick-up.

Can I use my own account with Canadian vendors and marketplaces?

Yes, for example Amazon.ca or Fashion Nova (Canadian sites usually end in .ca). Use our Toronto address as your delivery address, in this format:

Name: (Your full name) c/o DC
Address line 1: 3650 Weston Rd, Unit 16, North York, ON M9L 1W2
Address line 2: (Your phone number)
Phone: +1 437 233-4465

After placing your order, let us know using the Order Notification Form or email your order summary to service@diamantcompany.com. Follow the format above to avoid delays or lost items.

Can I use my own account with US vendors and marketplaces?

Yes, for example Amazon.com or Fashion Nova. Use our New Hampshire address as your delivery address at checkout, in this format:

Name: (Your full name)
Address line 1: 472 Amherst St, Unit 7970617, Nashua, NH 03063
Address line 2: (Your phone number)
Phone: +1 781-491-0874

After placing your order, let us know using the Order Notification Form or email your order summary to service@diamantcompany.com. Follow the format above to avoid delays or lost items.

How does Diamant Return Service work?

Online orders don’t always turn out as expected, and we understand that. Diamant Return Service is optional. It works only for items bought from vendors that allow at least 30 days for returns. For eligible orders, we can ship your items from Kenya back to the seller in the US or Canada. There are two options:

1. Select it when you buy. At the time of purchase (yourself, or with our assistance), choose a shipping rate of 22 USD/KG, which includes the Return Service option. If your order qualifies for a return, shipping from Kenya to the US or Canada is free. Delivery to the seller’s address is charged extra, and we confirm that cost before your order arrives at our US or Canadian address. Items with lithium-ion batteries have a 30 USD battery check fee.
2. Add it later. If you didn’t select Return Service at the time of purchase, shipping from Kenya to the US or Canada is 13 USD/KG, plus the cost of delivery to the seller’s address. Items with lithium-ion batteries have a 30 USD battery check fee.

Returning an item with a free Amazon return

• If you shipped with us and paid the return shipping rate: there is no charge to ship from Kenya to the US or Canada.
• If you did not ship with us: shipping is 15 USD/KG.

In both cases, the item must arrive at our Kenya location with the free Amazon return label. Items without the label are treated as not eligible for a free Amazon return, and delivery charges to Amazon’s fulfillment warehouses are due immediately on confirmation.

Return requirements

Please check the seller’s return policy before selecting Return Service or starting a return from Kenya. Diamant Company LTD is not responsible for problems or disputes between you and the seller, unless our staff made the purchase for you and the item is eligible for a return. All returns must meet these minimum standards:

• A valid reason for return
• Items in like-new condition
• Tags intact
• A seller, vendor or marketplace return window of at least 30 days

Exchanges are charged new shipping from Canada or the US to Kenya. For items bought through our purchasing service, refunds are issued once the seller refunds our account. Shipping charges are not refundable.

How do I ship items to Kenya from other parts of the US and Canada?

All shipments to Kenya must begin at our loading facilities. If you’re outside those areas, you can either:

• Ship your items to our addresses above, or
• Ask us for a return shipping label (extra cost) to attach to your package. You can drop it at a carrier access point or arrange carrier pick-up. We’ll need your shipment’s dimensions and weight to issue the label.

Please address packages in the formats shown above. To help us track and plan your shipment, notify us as soon as you hand it to the local carrier by sending a photo of the shipping label to service@diamantcompany.com or by WhatsApp to +1 437 233 4465. Without notification, your shipment may be delayed.

We’ll send you a CLIENT INTAKE FORM™ to capture all shipment details, including the recipient’s information. We do not open packages to verify contents, so you’ll sign a shipper’s declaration confirming what’s in your consignment. Misdeclaration can cause delays, and if customs authorities object you may face fines or charges from CBSA or CBP under the Canadian and US Customs Acts.

What are your shipping charges?

Rates apply both ways:

• Up to 3 KG (Diamant Document Services): flat rate of 60 USD, covering envelopes, mailpaks and similar items.
• 3.1 KG to 49 KG: 14.50 USD/KG between Canada and Kenya, and 15 USD/KG between the USA and Kenya.
• 50 KG and over: commercial rates, based on the goods, their value and shipping frequency. Contact us for a quote.
• Lithium-ion batteries: 30 USD battery check fee.

If an item’s volumetric weight is higher than its actual weight, the volumetric weight is the chargeable weight. This applies to bulky, light items such as TVs. Volumetric weight in KG = (L × W × H in cm) ÷ 5000.

Charges cover movement between our locations in Toronto, New Hampshire and Nairobi. Delivery outside these locations costs extra, depending on postal/zip code, weight and dimensions.

Are there any handling charges?

No. Cargo insurance is optional (see below).

When are your shipping dates?

USA and Canada to Nairobi: every Friday.

• Online shopping, Jaza Cargo™ and third-party carrier shipments to our warehouses: cut-off Monday at 3 PM.
• In-person drop-off in Toronto: cut-off Thursday at 7 PM.
• All online shopping orders must be received at our New Hampshire location.

Kenya to the USA and Canada: every other Friday, with a cut-off of Wednesday at 1 PM.

Do your charges include customs clearance?

Yes. Our shipping charges are all-inclusive. You pay extra only for delivery outside our warehouse locations in Nairobi, Canada and the US.

Do you offer insurance for shipments?

Yes. Insurance is optional for low-value shipments (under 2,000 USD) and covers 5% of the item’s value. Shipments of 2,000 USD or more require either insurance coverage or a signed liability release waiver.

Can you deliver to my home?

Yes. Door delivery costs extra and depends on your location, shipment weight and dimensions.

Can I ship from Kenya to other states or provinces in the US or Canada?

Yes. The shipping rate covers movement from Nairobi to our receiving locations in Toronto, Ontario and Nashua, New Hampshire. Delivery beyond those locations is charged extra, based on the zip/postal code, weight and dimensions.

I live in Kenya and want to sell my products on Amazon, Etsy, eBay or other marketplaces. How does it work?

First create a seller account on the marketplace and get your products approved for sale. If you plan to sell on US or Canadian marketplaces, email kenya@diamantcompany.com to learn about our KE Merchant Fulfillment Program.