Welcome to the Shotcaller Help Center. Here you’ll find answers to common questions, guidance on using our online liquor store, and support for your orders. Our goal is to make your shopping experience smooth, secure, and enjoyable across Nairobi, Kenya, and East Africa.

1. Ordering with Shotcaller

How do I place an order?

• Browse products by category (whiskey, wine, gin, vodka, beer, champagne, mixers, and more).
• Select your preferred product, choose the size or quantity, and click Buy Now.
• Proceed to checkout, provide delivery details, and confirm payment.

Do I need an account to order?

• No, you can check out as a guest. However, creating an account allows you to save your details, track orders, and access exclusive offers.

Can I order in bulk?

• Yes. For bulk or corporate orders, choose “Bulk/Wholesale Inquiry” in our contact form or reach out directly via order@shotcaller.co.ke.

2. Payments

What payment methods do you accept?

• Mobile Money (M-Pesa)
• Debit/Credit Cards (Visa, Mastercard)
• Bank Transfers (on request)

Is my payment secure?

• Yes. We use SSL encryption and secure gateways to ensure all transactions are safe.

3. Delivery & Shipping

Where do you deliver?

• We deliver across Nairobi, Kenya, with extended coverage to other parts of East Africa.

How fast is delivery?

• Nairobi orders are typically delivered within 1–3 hours. Deliveries outside Nairobi vary depending on location.

What are the delivery charges?

• Delivery fees depend on your location and order size. Fees are calculated at checkout.

4. Returns & Refunds

Can I return a product?

• Yes, if the product is damaged, defective, or incorrect. Please contact us within 24 hours of delivery.

Do you offer refunds?

• Refunds are issued once the returned item is verified. Refunds may take 3–7 business days depending on the payment method.

5. Product Information

How do I know if a product is authentic?

• Shotcaller sources products directly from licensed distributors and brands to guarantee authenticity.

Do you sell non-alcoholic beverages?

• Yes, we stock select mixers, soft drinks, and alcohol-free options.

Are there age restrictions?

• Yes. You must be at least 18 years old (legal drinking age in Kenya) to purchase from Shotcaller.

6. Promotions & Discounts

How can I find current offers?

• Visit our “Thursday Takeaway” deals or follow us on Instagram, Facebook, and X for updates.

Do you offer loyalty rewards?

• Yes. Registered customers enjoy periodic discounts and exclusive deals.

7. Account & Support

How do I reset my password?

• Click “Forgot Password” on the login page and follow the instructions sent to your email.

How do I contact support?

• Email: info@shotcaller.co.ke
• Phone: +254 (0) 722 227 527
• Live Chat: Available on the website during business hours

8. Corporate & Event Orders

Can Shotcaller supply drinks for events?

• Yes. We handle weddings, parties, and corporate functions. Contact us for tailored packages.

Do you provide bar accessories or mixers?

• Yes. We stock cocktail kits, mixers, and bar essentials.

9. Safety & Responsibility

Does Shotcaller promote responsible drinking?

• Yes. We encourage customers to enjoy responsibly and never drink and drive.

Still need help? Reach out to us directly at info@shotcaller.co.ke or call +254 (0) 722 227 527