Frequently Asked Questions
Where are you located?
Our showroom is located in Karen, Nairobi. To provide a highly customized shopping experience, showroom viewings are by appointment only. You can request an appointment using the contact from at the bottom of this page.
How long does it take for me to receive my item(s)?
Shipping times vary from next day to nearly a month, but most orders are delivered within 10-17 days of being ordered. The best way to find out a timeline on a specific item is to ask us.
I live in a remote area. Can you deliver to me?
We deliver to every location in Kenya free of charge. Our Tusk delivery team services all Nairobi orders. Fargo Courier services all customers outside of Nairobi at no additional charge.
I want an item that is not on your website. Can you get it for me?
Yes we can! We are happy to take specific requests for items not listed on our website. Once your request is received, we will reply with a custom quote including price and timeline. If that quote is satisfactory, you can approve it and we will begin our procurement process. Click here to submit a special request
How can I be sure I am receiving authentic merchandise?
We stand behind the authenticity of our merchandise 100%. Our U.S.-based procurement team buys only from trusted brands and/or authorized resellers. As an added security measure, we invite our customers to inspect and verify the authenticity of each item at our Nairobi showroom before paying for that item.
What kind of warranty is offered with your products?
We pass the warranty offered by the brand directly to the customer. In most cases, this includes at least a 1-year warranty covering any manufacturer defects, though this can vary from product to product. You will notice that in most cases we provide specific warranty information for each product on the product pages of this website. If you have additional questions, kindly contact our support team.
Is everything on your website in stock right now?
Most of the items on our website our stocked at our U.S.-based procurement facilities, which means they can be quickly shipped to Africa. In some cases, we may have the items in stock at our Nairobi showroom, which means they can be shipped or picked up as soon as next day. For questions regarding delivery items of specific items, kindly contact our support team.
How and when do I pay for my order?
Generally speaking, we ask customers to pay for items only after they have inspected each item at our showroom and are 100% satisfied. However, if a customer prefers to have their item(s) delivered directly to them, we require payment before delivery. Additionally, in some cases we require customers to pay upfront for specific items that are unique, expensive, and/or difficult to procure.
I placed an order and am unhappy with my item(s). How can I get a refund or replacement?
We honor all returns and refunds in accordance with our company refund policy. View our refund policy
I'm ready to place an order. How do I do that?
The easiest way to place an order is to do so on this website. Alternatively, you can call our support line to place an order.
Call our support team at: 0757 422 551