Frequently Asked Questions
Find instant answers to all questions regarding device authenticity, M-Pesa checkouts, countrywide shipping, warranties, and trade-in policies.
Orders & Deliveries
How long does delivery take within Nairobi CBD?
Deliveries within Nairobi CBD and immediate environs typically take between 1 to 3 hours after order confirmation and verification.
Do you deliver outside Nairobi and across Kenya?
Yes! We offer secure, insured countrywide shipping to all 47 counties through verified courier partners within 24 to 48 hours.
How much do you charge for countrywide courier delivery?
Delivery fees vary by location. Standard deliveries within Nairobi range from KES 200 to KES 400, while upcountry parcel shipping ranges from KES 400 to KES 800.
Can I pick up my phone directly from your physical store?
Yes, you are welcome to pick up your order directly from our main offices located at Ecobank Towers, Nairobi CBD.
How can I track the status of my order?
Once your order is dispatched, you will receive an SMS and email notification containing the courier tracking number and rider contact details.
What happens if my package gets lost or damaged in transit?
All our countrywide shipments are 100% insured. If a package is lost or arrives damaged, we will replace it or issue a full refund immediately.
Can I specify a preferred delivery time?
Yes, you can coordinate with our dispatch team or customer support desk to schedule a specific delivery window that fits your routine.
Do you offer same-day delivery to major towns like Mombasa or Kisumu?
Yes, via our expedited bus courier services, same-day dispatch is available for orders placed early in the morning.
What identification is required upon receiving my delivery?
You will be required to present a valid National ID or passport matching the name used during the order placement for verification.
Can someone else receive the package on my behalf?
Yes, provided you notify our support team beforehand and the designated recipient presents proper identification and order confirmation details.
Do you ship during weekends and public holidays?
We process and dispatch orders on Saturdays, but upcountry courier hubs typically resume full movement on regular business days.
What packaging do you use to ensure fragile electronics are safe?
All devices are sealed in multi-layer bubble wrap, secured inside tamper-evident branded boxes to withstand transit shocks.
Can I change my delivery address after an order has been dispatched?
Address modifications after dispatch may incur minor courier rerouting fees depending on how far the package has traveled.
Is inspection allowed before paying for Cash on Delivery orders?
Yes, our delivery riders allow you to open the outer seal and verify the device model and accessories before final payment handover.
How do I cancel an order before it is shipped?
You can cancel your order instantly by calling or messaging our customer support line before dispatch confirmation is issued.
Do you offer corporate bulk delivery services?
Yes, we handle corporate office smartphone provisioning and bulk tech equipment dispatch with tailored invoicing.
What courier partners do you work with?
We partner with reputable logistics providers including Wells Fargo, G4S, Guardian Courier, and trusted local riders.
Are there any hidden shipping fees at checkout?
No, all delivery costs are clearly communicated and agreed upon before your order is finalized.
What should I do if my delivery is delayed beyond the estimated window?
Contact our hotline immediately, and our logistics desk will track down the courier rider or bus parcel office right away.
Can I order online and collect in-store after work?
Yes, you can reserve your device online with a partial or full deposit, and our store team will hold it securely until you arrive.
Payments & M-Pesa
Do you accept Lipa Na M-Pesa payments?
Yes, we accept instant payments via our official Till Number and Paybill securely integrated into our checkout system.
Can I pay using direct bank transfer?
Yes, direct electronic fund transfers (EFT) and RTGS are accepted for both retail orders and wholesale corporate purchases.
Do you accept Cash on Delivery (COD)?
Cash on Delivery is available exclusively for orders delivered within Nairobi CBD and selected metropolitan areas.
Are international credit or debit cards accepted?
Yes, Visa, MasterCard, and international debit cards are supported via our secure online payment gateway.
How do I verify that an M-Pesa payment went to the correct account?
Always verify that the official business name appearing on your M-Pesa prompt matches our registered company name before entering your PIN.
Do you offer installment payment plans (Lipa Pole Pole)?
Yes, we partner with verified asset financing providers to allow structured installment payments for select smartphone models.
What is the procedure if I make an accidental overpayment via M-Pesa?
Overpayments are verified against your transaction message and promptly refunded via M-Pesa within 24 business hours.
Do you issue official electronic tax invoices (ETR receipts)?
Yes, every purchase comes with a compliant ETR receipt generated for your personal or corporate accounting records.
Is it safe to enter my card details on your website?
Our website utilizes 256-bit SSL encryption and tokenized payment gateways ensuring your financial data is completely secure.
Can I pay in US Dollars (USD)?
USD payments are accepted at prevailing daily exchange rates for international clients or specific corporate arrangements.
What should I do if my M-Pesa transaction fails midway?
Check your Safaricom statement for reversal messages. If funds were deducted without confirmation, contact support immediately.
Are there transaction charges when paying via card online?
Standard gateway processing fees may apply depending on the card issuer, which will be visible during checkout.
Can I split my payment between M-Pesa and cash?
Yes, split payments are accepted when completing transactions physically at our store counter.
Do you offer discounts for cash payments made in-store?
Special promotional cash discounts apply during seasonal sales events advertised on our social channels.
How long do bank transfer verifications take to clear?
PesaLink and instant RTGS transfers clear within minutes, while standard EFTs may take up to one business day.
Can I pay using PayPal?
PayPal transactions are supported under specific verification terms—kindly consult our sales desk before initiating.
What verification is required for high-value corporate checkouts?
Corporate purchases require official company registration documents (KRA PIN and Certificate of Incorporation) alongside a Local Purchase Order (LPO).
Do you charge any restocking fees upon payment refund?
No restocking fees are charged provided the product is returned unblemished within the eligible return window.
How do I get a payment refund if an item is out of stock?
Refunds for out-of-stock items are automatically triggered and sent back to your original payment method within 2 to 4 hours.
Are digital receipts sent via email valid for warranty claims?
Yes, our digital ETR receipts and electronic invoices serve as full proof of purchase for all future warranty claims.
Warranties & Returns
What is the standard warranty period for smartphones?
Most brand-new smartphones come with a 12-to-24-month manufacturer warranty covering technical and factory defects.
Does the warranty cover accidental screen breakage?
Standard manufacturer warranties do not cover physical user damage like cracked screens or liquid spills, but optional insurance add-ons are available.
What is your return policy for defective out-of-box devices?
If a device exhibits a factory defect within 7 days of purchase, we offer an immediate replacement unit after technical verification.
Where do I take my phone for warranty repairs?
You can bring it directly to our customer service desk at Ecobank Towers, Nairobi, or ship it via our courier partners.
How long do warranty repairs typically take?
Minor software or hardware fixes take between 1 to 3 working days, while complex cases requiring manufacturer parts take up to 7 business days.
Will I get a temporary replacement phone while mine is under repair?
Subject to availability, we provide standby courtesy phones for high-tier clients whose devices require extended repair durations.
Does opening or repairing the phone at an unauthorized third-party shop void warranty?
Yes, any unauthorized tampering, opening, or repair outside accredited service centers immediately voids the warranty.
Are accessories like chargers and earphones covered under warranty?
In-box accessories carry a limited 3-to-6-month warranty against electrical failure or manufacturing defects.
Can I return a phone simply because I changed my mind about the color?
Returns due to personal preference are accepted within 48 hours provided the box remains unopened and factory-sealed.
What documents must I present when filing a warranty claim?
You need to present your original ETR purchase receipt, warranty card, and the complete device packaging.
Do you cover water-damage issues under warranty?
Standard warranties exclude liquid damage unless the device is marketed with an official IP68 rating and tested within specific parameters.
What happens if my device develops a fault after the warranty expires?
We offer out-of-warranty repair services at subsidized labor rates with genuine spare parts procurement.
Are software bricking issues covered?
Factory software crashes are fully covered, whereas custom ROM flashing or root tampering by the user is excluded.
Can I request a refund instead of a repair for a faulty device?
Refunds are issued if a verified manufacturing defect cannot be resolved through repair or direct unit replacement within 14 days.
Do refurbished or open-box devices come with warranties?
Yes, all open-box or certified pre-owned devices carry a store-backed 6-month performance warranty.
Who covers shipping costs for items sent back for warranty evaluation?
We cover return shipping costs for valid factory defects reported within the initial 7-day window.
How do I track the repair progress of my phone?
Our service desk issues a ticket number allowing you to check repair status updates via WhatsApp or phone call.
Does screen protector application affect my device warranty?
Applying tempered glass or protective films does not affect your hardware warranty in any way.
Can I transfer my device warranty to another person if I sell it?
Yes, hardware warranties are tied to the device's IMEI number rather than the original purchaser's name.
What constitutes proof of purchase if I misplace my paper receipt?
We can retrieve your purchase record from our database using your phone number or digital invoice archive.
Trade-Ins & Financing
How does the smartphone trade-in program work?
Bring your old device for an appraisal, and its evaluated cash value is deducted directly from the price of your new phone.
What criteria do you use to evaluate trade-in phones?
We check screen condition, battery health, housing scratches, functional buttons, and authenticity of accessories.
Can I trade in a phone that has a cracked screen?
Yes, we accept devices with cracked screens, though the trade-in valuation will be adjusted to account for screen replacement costs.
Do I need to bring the original box for my trade-in device?
Having the original box and charger adds value to your trade-in appraisal, though devices without boxes are also accepted.
How long does a trade-in appraisal take?
Physical appraisals take between 10 to 15 minutes at our shop counter.
Can I trade in an iPhone for an Android device (or vice versa)?
Yes, you can cross-trade any supported brand toward any smartphone model available in our inventory.
What happens to the personal data on my traded-in phone?
We perform a secure factory data wipe in your presence to ensure complete privacy of your personal information.
Do you accept non-functioning or dead phones for trade-in?
We do not accept completely dead or water-logged motherboard units, but devices with minor faults qualify for recycling or partial credit.
Can I trade in online without visiting the physical store?
Yes, you can submit photos and specifications via WhatsApp for a preliminary estimate, subject to physical inspection upon delivery.
What phone financing options are available in Kenya?
We offer flexible asset financing packages allowing you to pay a deposit and clear the balance in weekly or monthly installments.
What documents are required for smartphone financing approval?
You typically need your National ID, active M-Pesa statement for the last 3-6 months, and a reliable reference.
How long does financing approval take?
Financing verification takes between 30 minutes to 2 hours depending on the lending partner's automated scoring system.
What is the minimum deposit required for phone financing?
Minimum deposits range between 30% to 50% of the device's total retail value depending on the chosen repayment tier.
Can I clear my financing loan early without penalties?
Yes, early loan clearance is encouraged and often attracts interest rebates with zero penalty fees.
What happens if I miss a financing installment payment?
Delayed payments may trigger automated reminder notifications or temporary device locking until settlement is regularized with the lender.
Are there interest charges on phone financing plans?
Yes, a nominal reducing-balance interest rate is applied by our licensed financing partners.
Can I trade in a phone that is currently under a financing plan?
You must fully clear any active financing loan balance before trading in or transferring ownership of a device.
Do students qualify for phone financing schemes?
Students with verified income streams or guarantor backing through approved campus programs qualify for select plans.
Can corporate entities apply for bulk gadget financing?
Yes, asset-backed corporate leasing and financing options are available for registered businesses.
How do I check my remaining loan balance on a financed phone?
You can view your real-time repayment schedule via the lender's USSD code or mobile application dashboard.
Device Specs & Authenticity
How can I verify that my phone is 100% original?
You can dial *#06# to get your IMEI number and verify it against official global databases and manufacturer warranty portals.
Are your iPhones factory unlocked or carrier locked?
All our iPhones and smartphones are 100% factory unlocked, compatible with all Kenyan networks (Safaricom, Airtel, Telkom).
Do your smartphones support eSIM technology?
All modern flagship devices in our inventory (iPhone XS and newer, Samsung S-series, Pixel devices) fully support eSIM.
