Question 1

Do you deliver outside Nairobi?

Accepted Answer

Yes. Countrywide. Standard to Nairobi is 1–2 days, Mombasa/Kisumu/Nakuru is 2–4 days, upcountry 3–5 business days. We use verified courier logistics for countrywide — tracked, with insurance.

Question 2

How much does delivery cost?

Accepted Answer

KES 300 flat within Nairobi. Free if your order is above KES 5,000. Outside Nairobi starts at KES 500 depending on weight and location.

Question 3

Can I get same-day delivery?

Accepted Answer

Yes — if you're in Nairobi and order before 12pm. We cover CBD, Westlands, Karen, Kilimani, Kasarani, and most estates. There's an extra KES 200 for same-day priority dispatch. WhatsApp us to confirm your area.

Question 4

How do I track my order?

Accepted Answer

You'll get an SMS and WhatsApp message the moment it ships, with tracking details. Or just WhatsApp us your order number for a live update — we usually reply in under 10 minutes.

Question 5

What if I'm not home when the rider arrives?

Accepted Answer

Rider will call you before arriving. If you're unavailable, we can reschedule or leave with a trusted person — just let us know beforehand. We don't dump packages.

Question 6

Are your products 100% genuine?

Accepted Answer

Yes. Everything comes from verified distributors and authorized suppliers. No reps, no B-grades, no refurbished-sold-as-new nonsense. If it's ex-UK or used, it's labeled clearly.

Question 7

Do your products come with warranty?

Accepted Answer

Yes — standard manufacturer warranty. Typically 12 months for phones and laptops, 6 months for accessories. If something goes wrong within warranty, WhatsApp us and we'll handle the process with the supplier.

Question 8

Can I see a product before buying?

Accepted Answer

We're online-first — no physical shop. But for high-value electronics (phones, laptops), you can inspect on delivery before signing off. If something's off, you don't have to accept it.

Question 9

Are your prices negotiable?

Accepted Answer

Our prices are already set to be competitive — we're not marking up to leave room for negotiation. But we run regular flash deals and we do bulk pricing for business orders. Subscribe or WhatsApp us for deals.

Question 10

Is M-Pesa accepted?

Accepted Answer

Yes — it's our main payment method. Once you send us your order via WhatsApp, we will provide you with the M-Pesa Paybill/Till number. You pay upon delivery or dispatch.

Question 11

What other payment methods do you accept?

Accepted Answer

M-Pesa is primary. We also take Airtel Money and bank transfers. Card payments are coming soon. If you have a specific payment need, WhatsApp us and we'll figure it out.

Question 12

Is it safe to pay online?

Accepted Answer

Completely. We use M-Pesa Buy Goods (Till: 594218) — your money goes directly to Safaricom's system, not a middleman. We never see or store your PIN.

Question 13

Can I pay on delivery?

Accepted Answer

Cash on delivery is available in select Nairobi areas for orders below KES 20,000. WhatsApp us before you order to confirm availability for your location.

Question 14

How do I get a receipt?

Accepted Answer

Your M-Pesa confirmation SMS is your payment proof. We also send an order confirmation via WhatsApp within minutes of your order being confirmed.

Question 15

What is your return policy?

Accepted Answer

7 days from delivery. If you're not happy — wrong item, defective, or changed your mind — WhatsApp us and we'll arrange a pickup. Item must be in original condition with packaging and accessories.

Question 16

How long do refunds take?

Accepted Answer

Once we get the item back and check it, refund goes out within 24–48 hours. M-Pesa refunds land instantly once approved. Bank transfers take 1–3 business days.

Question 17

What if I receive a damaged or wrong item?

Accepted Answer

Contact us within 24 hours of delivery — that window matters. Send photos or a quick video on WhatsApp. We'll sort a replacement or full refund and handle the return at our cost.

Question 18

Can I exchange a product for a different model?

Accepted Answer

Yes, within 7 days if unused. Price difference is charged or refunded accordingly. WhatsApp us to start an exchange.

Question 19

Do I need an account to shop?

Accepted Answer

No. Browse, add to cart, and order via WhatsApp. We will manage your customer history directly in our system. Simple.

Question 20

How do I contact customer support?

Accepted Answer

WhatsApp at +254 704 218 119 is the fastest — we usually reply within 10 minutes. You can also email hello@setup.ke or use the contact form on the site.

Question 21

What are your support hours?

Accepted Answer

Monday to Saturday 8am–8pm, Sunday 10am–6pm. For urgent order issues (like a delivery that's late), our WhatsApp is monitored outside those hours too.

Frequently Asked Questions

Orders & Delivery

Products & Authenticity

Payments

Returns & Refunds

Account & Support

Still have questions?