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Monday to Friday – 8:30am – 5pm
Frequest Asked Questions
Product
Do You Offer a Warranty on Your Products?
Yes, all new computers, laptops, and IT components sold by IT HUB come with a standard manufacturer's warranty. The specific duration and coverage vary by product and brand (e.g., 1 year, 3 years). You can find the exact warranty details listed on the individual product page under the 'Specifications' or 'Warranty' section. For any warranty claims, we recommend contacting the manufacturer directly for the fastest resolution, though we are happy to assist in facilitating the process if needed.
What Is Your Policy on Returns and Exchanges for Opened Software or Components?
We accept returns or exchanges for most physical hardware components (like RAM, hard drives, mice, etc.) within 7 days of delivery, provided the item is in its original, unopened, and resellable condition.
However, please note that opened software (including operating systems, antivirus programs, or any software with a visible license key) is generally non-returnable. This is because the activation code is considered used once the packaging seal is broken. Similarly, components that have been installed or clearly used may be subject to a restocking fee or may not be eligible for return. Please review our full Return Policy page for detailed terms and conditions before making a purchase.
Orders
How can I track my order, and when will it arrive?
Once your order has been processed and shipped, IT HUB will send you a confirmation email containing your shipping time and method.
Standard delivery times for most IT products are typically 3-7 business days, but this can vary depending on your location and the product's availability.
Can I modify or cancel my order after it has been placed?
We aim to process and ship orders as quickly as possible to ensure fast delivery of your IT equipment. If you need to modify or cancel your order, please contact our Customer Support team immediately at 0746153153.
We can usually modify or cancel an order only if it has not yet entered the shipping or fulfillment process. Once an order has been packed or dispatched, we are unable to make changes, and you will need to follow our standard return process upon receiving the item.
Payments
How secure is the MPESA payment process?
The security of your payment is our top priority. The MPESA payment process is highly secure for the following reasons:
- No Card Details Stored: Since MPESA is a mobile money transfer, you are not required to enter or store any sensitive credit card or bank account details on our website, eliminating that security risk.
- Encrypted Transaction: The transaction is completed directly within the highly secured Safaricom/MPESA platform, which uses advanced encryption and authentication protocols.
- PIN/Authentication Required: Every MPESA payment requires a confidential PIN to be entered on your personal mobile device, ensuring that only you can authorize the transaction.
Your transaction data is protected by the security measures implemented by both IT HUB and our payment partners.
I Still Have Questions. How Can I Reach Customer Support?
If you still have questions about our products, an existing order, or payment methods, we are here to help!
You can reach the IT HUB support team by calling or messaging us on:
Call or WhatsApp on: 0746 153 153
We strive to respond to all inquiries as quickly as possible during our operating hours.