Need some help with your order or got a burning question that you need to be answered pronto? Just click on one of the sections below to find the answer…

If you still can’t find an answer to your question, please give our Customer Service guys a call on 0740 400 500 or drop us your question on our contact us page.

FAQs

How do I place an order?

GetWired Tronics makes online shopping easy! Once you have found the product you want to buy, just follow the steps below:

  • Click on ‘Add to Cart’, to add this product to your cart,
  • Click on ‘cart’ in the top right corner,
  • Register/Login into your account by entering your email and password,
  • Enter your shipping/billing information,
  • Choose your preferred payment option,
  • Click on ‘Confirm order’ to proceed to the payment portal and complete your order.

Once your order is placed, we will either automatically confirm it by notifying you via email, or we will call you for confirmation in case we need more details. Please note that this confirmation is a mandatory step before we ship your order. In case you have a doubt about whether the confirmation was done or not, do not hesitate to contact our Customer Service at 0740 400 500 or click on the following link and fill the form.

How can I track my order?

Once the status of the order changes to shipped you can track its whereabouts using the tracking number via our track your order page. You will also receive updates via your email used to make the order.

 

How fast can I get my item(s)?

We do our best to get your orders delivered within the same day you order if delivery is within Nairobi, or next day for the rest of the country.

How do I cancel my order?

Please get in touch with our Customer Service Team at 0740 400 500 or click on the following link and fill the form.

I cancelled a Prepaid order; how will I get a refund?

If you cancel your order online, you will receive a refund details request 24hours. If you reject the delivery of the order, your refund will be processed as soon as the order is updated to the delivery failed within 24 hours.

Will someone contact me before delivering the order to my location?

Before delivery, you will receive a text notification in the morning with the delivery associate’s details. Our delivery person will then contact you to confirm your availability and exact location.

What are delivery charges?

Delivery charges are the costs undertaken by GetWired Tronics and our logistics partners to bring your ordered item(s) to your doorstep. This takes into consideration the size of the item(s) and your location. You can find out more on our Shipping Policy

Does GetWired deliver outside Nairobi?

Yes, we do, we currently do home deliveries within Nairobi only. For the rest of the country, we can deliver via a pick-up station to a town near you.

Are all products original and genuine?

Yes, we are committed to offering our customers 100% genuine and original products. We offer a 7 day easy return policy with all our purchases. You can find out more on our returns and refunds policy.

Are your prices negotiable?

We do offer discounts on a variety of your products. You can call us at 0740 400 500 or chat with us online to find out about the best discounts.

How do I know if a product comes with warranty?

GetWired provides you with a chance to return the product within 7 days after delivery. Past the 7 days, the product(s) will be taken for warranty issues only. Most of our products come with a minimum one-year warranty.

In case of doubt, do not hesitate to contact our Customer Service Call Centre at 0740 400 500 or click on the following link and fill the form.

How do I pay for my order?

You can choose from the different payment methods available on our platform. Please find below the list of available payment methods:

  • Cash on Delivery or Cash on Pick-up (Only available within Nairobi)
  • Credit/Debit Card
  • Mobile Money

You can find the payment methods at the final step of checkout in detail. Do not hesitate to contact our Customer Service for more information.

What is Cash on Delivery (CoD)?

With CoD, you can pay in cash to the delivery agent upon receipt of your order.

Note:

  • Some products, regions or pickup stations may not be available for CoD.
  • Gift cards or vouchers cannot be used to make CoD payments.
  • Digital products can not be paid for using CoD.
How do I make Debit/Credit card online payments?

At the end of checkout, choose Credit/Debit Card and follow the steps after confirming your purchase. Make sure that your Credit/Debit card is activated by your bank for online payments. Enter your card details and complete your order.

GetWired has been operating in e-commerce in Kenya since 2015, with a proven record for top security around the payments process and provides the utmost security on your payments in collaboration with our payment gateway providers.

Why make online payments?

Online payments are used for prepaying for your order. Your Money is SAFE! We will refund you within 48 hours if your delivery fails or the product is faulty. For more details check our Return Policy. Please check beforehand if you have money on your Credit/Debit card or M-Pesa/EazzyPay.

Why can't I see the option for Pay on Delivery at checkout?

It could be that:

  • Your cart totals have exceeded the threshold for Cash on Delivery payments.
  • Your delivery option (Location) is not eligible for Pay on Delivery.
  • Pay on Delivery is currently disabled on your account.
Why is the Pay on Delivery option disabled on my account?

Our system has flagged your account as being associated with an unusual number of cancelled / rejected orders and for this reason, the Pay on Delivery option is currently disabled on your account.

Who do I complain to if I was flagged wrongly?

Please contact our customer care at 0740 400 500 Operating Hours: Mon-Fri, 9am-6pm; Sat-Sun, 9am-3:00pm; or on our email [email protected] and we will look into individual cases thoroughly.

What is my card number, expiration date, and CVV/security code?

When paying with Debit/Credit card on GetWired Tronics, we will ask you for your 16-digit Card number, expiry date and CVV (Card Verification Value)/Security Code. Please note that GetWired doesn’t save your card information (unless you specify) or CVV information and you will be asked to enter it each time you purchase.

How do I sign-up?
  • Start by clicking on the “Account” icon up in the top right corner of your screen.
  • You will then be asked to provide your name and email then create a password.
  • When you have provided the required information, click submit to finish the sign-up process.
  • We will send you an email to welcome you to GetWired Tronics.
How do I check and change account details?

By logging in to your account using your email address and password, you will be able to access your account details. You will also have the option to modify your delivery addresses stored against your account but unfortunately, we aren’t able to change the delivery address on an active order, so please ensure you select the right details.

I have forgotten my password.
  • Click on the Account icon on the top right side of your screen.
  • Enter your registered email and click the Forgot your Password button.
  • We will send an email to your registered account with instructions on how to set a new password.