Frequently Asked Questions

Everything You Need to Know About Paper Plug Express

Find answers about our products, payments, delivery, returns, wholesale orders and customer support. For assistance not covered below, contact the Paper Plug Express team.

About Paper Plug Express

What is Paper Plug Express?

Founded in 2018, Paper Plug Express is a Nairobi-based online retailer specialising in rolling essentials, smoking accessories, vaping products, cigars, lifestyle goods and selected alternative products.

We combine carefully curated products, reliable information and discreet fulfilment to serve customers within Nairobi, across Kenya and in selected regional and international destinations.

Are your products authentic?

Yes. We prioritise genuine products sourced from trusted suppliers and established distributors.

Products are carefully selected and presented using clear descriptions and accurate images so customers can understand what they are purchasing.

What products do you stock?

Our collections include:

• Rolling papers, wraps and filter tips

• Grinders, trays and rolling machines

• Pipes, bongs and glassware

• Lighters, ashtrays and cigar accessories

• Vaping devices, cartridges and e-liquids

• Storage bags, jars and digital scales

• Gift sets and lifestyle accessories

• Selected CBD and alternative products

Availability may change as new products and brands are introduced.

Can you help me choose the right product?

Yes. Our team can explain product sizes, features, compatibility and differences based on your preferences and experience level.

Contact us before ordering whenever you need guidance. We provide product information but do not offer medical advice.

Ordering and Payments

How do I place an order?

Orders can be placed directly through our online store. Select the product and preferred option, add it to your cart and complete the checkout process.

You can also contact our customer-support team when you need assistance placing an order.

Which payment methods do you accept?

Available payment options may include:

• M-Pesa

• More coming soon

The available methods will be displayed during checkout or confirmed by our team. Orders are processed after payment has been verified.

Can I change or cancel my order?

Contact us within one hour of placing your order when you need to change the product, quantity, delivery information or cancel the order.

Once packing or dispatch has started, changes may no longer be possible. Always confirm your order information before completing payment.

Can I order in bulk or at wholesale prices?

Yes. Wholesale and reseller options are available for selected products.

We serve individual resellers, established retailers, corporate buyers and event organisers. Contact our team with the products and quantities required to receive availability and pricing information.

Do you provide gift packaging?

Gift packaging may be arranged for selected products and curated gift sets.

Contact us before placing or dispatching the order so we can confirm the available packaging options and any additional charges.

Delivery and Tracking

Do you offer same-day delivery in Nairobi?

Yes. Eligible orders placed and confirmed before 6:00 PM may qualify for same-day delivery within Nairobi.

Delivery time depends on your location, order confirmation time, product availability and rider availability.

Do you deliver outside Nairobi?

Yes. We arrange reliable delivery to towns and counties across Kenya through trusted courier and parcel services.

Orders outside Nairobi are generally dispatched after payment confirmation. Delivery time and charges depend on the destination and selected carrier.

Do you ship outside Kenya?

Regional delivery is available to selected East African destinations. International shipping may also be arranged for eligible products and approved destinations.

International and regional orders are subject to:

• Destination laws and import requirements

• Courier restrictions

• Product eligibility

• Customs procedures and charges

Contact us before ordering to confirm whether a particular product can be shipped to your location.

How are delivery charges calculated?

Delivery fees are based on the destination, package size, product type and delivery method.

The applicable cost may be displayed during checkout or confirmed by our team before dispatch.

How quickly will my order be dispatched?

Orders are generally prepared and dispatched within  immedietly after payment confirmation, excluding circumstances such as public holidays, stock verification or courier delays.

Eligible Nairobi orders may be delivered on the same day.

Can I track my order?

Yes. When tracking is available, you will receive the relevant tracking number, courier information or delivery update through email, phone or WhatsApp.

Local Nairobi deliveries may be followed through direct communication with our team or assigned rider.

Is tracking available for international orders?

Yes. Trackable international deliveries include a tracking reference where supported by the courier.

Tracking updates can occasionally take time to appear after the package has been accepted or processed by the carrier.

Is the packaging discreet?

Yes. Orders are packed securely and discreetly, with no unnecessary product information displayed on the outside of the parcel.

Returns and Product Issues

Can I return or exchange an item?

Return requests must be made within  3 days of receiving the order. To qualify, an item should normally be unused, unopened and returned in its original condition and packaging with proof of purchase.

Returns or exchanges may be considered when:

• The wrong product was delivered

• The item arrived damaged

• The product has a confirmed factory defect

Opened consumables, used products, personalised orders, sale items, gift cards, flammable goods and products damaged after delivery may not qualify for return.

Please inspect your order immediately after receiving it and report any problem as soon as possible. Do not send an item back before receiving return instructions from our team.

Privacy, Safety and Age Requirements

Is my personal information protected?

Customer information is handled according to our Privacy Policy and used to process orders, arrange delivery, provide support and meet applicable legal or operational requirements.

Information may be shared with necessary service providers, such as payment processors and delivery companies, only as required to complete the service.

Are all products available for delivery everywhere?

Not necessarily. Product laws, age restrictions, customs requirements and courier rules vary between destinations.

We may decline, adjust or cancel an order when a product cannot be legally or safely delivered to the selected location. Customers ordering outside Kenya should confirm their local import requirements before purchasing.

Do you sell to customers under 18?

No. Paper Plug Express serves adults aged 18 years and above.

We reserve the right to request age verification and to refuse or cancel an order when the legal-age requirement is not met.

Do you offer CBD and alternative products?

Selected CBD and alternative products may be available depending on current stock.

Product availability and delivery eligibility depend on applicable regulations, destination requirements and courier restrictions. Always review the product information carefully before ordering.

Support and Community

Where can I find product tips and updates?

Follow Paper Plug Express through the official social-media links on our website and subscribe to our email updates.
Instagram: @Paperplugexpres
Facebook: @Paper Plug Express
X (Formally Tweeter): @Paperplugexpres

We share:

• New product arrivals

• Restock announcements

• Special offers

• Product information

• Brand and collection updates

Do you accept partnerships or collaborations?

Yes. We welcome relevant proposals from retailers, creators, event organisers, businesses and brand partners whose work aligns with Paper Plug Express.

Send your proposal to paperplug@yahoo.com with a brief introduction and details of the suggested collaboration.

How can I contact Paper Plug Express?

For orders, delivery assistance, wholesale enquiries or product support:

• Call or WhatsApp: +254 735 235537

• Email: paperplug@yahoo.com

• Use the Contact Us page or official social-media channels

Our team will respond as soon as possible during operating hours.

Paper Plug Express

Premium Accessories. Authentic Culture. Delivered Discreetly.