FAQs

Tuskys.com FAQs

1.    What is Tuskys.com?

Tuskys.com is an online platform that gives you a wide variety of unique items which can be shopped from the comfort of your house, office or even on transit. It is also a platform where you can sell your commodities to a diverse market. Items bought are delivered at your doorstep or picked at Tuskys branches.

2.    How do I register on Tuskys.com?

  • To register as a user, please visit www.tuskys.com we recommend that you use Google Chrome, Safari and Mozilla Firefox browsers for the best experience.
  • Click on “Customer Sign in” on the top right corner of Tuskys.com website.
  • Click on “Create account” and fill in your personal information and sign in details.
  • Then “Create an account”

3.    Can I change my account information?

Yes, one can edit their account information. Once you log in to your account, click “My Account” and then select “Account Information”.

  • This will allow you to edit details as well as your “Shipping” and “Billing” addresses.

4.    What happens in case I forget my Password?

  • Click on “forgot your password” option
  • Enter your email address
  • Type the letters on the captcha
  • Click on reset my password
  • You will receive an email with a password reset link

5.    How do I make an order on Tuskys.com?

Once you log on tuskys.com, you can search for items by;

  • Searching for the products by keying the names on the ‘Search’ bar
  • Search by browsing the ‘Category menu’
  • Once you find the items, click on buy now. The item(s) is added to cart
  • After adding the item(s) to the cart, a popup on the side will appear and the customer has the option of selecting check out at this point or continues shopping. Customer can also click on ‘Shopping Cart’ then proceed to checkout.
  • If you have an account and have not logged on, you will be prompted to ‘Sign In’ to your account or if you do not have an account, you will be required to ‘Register’ and create a new account if this is your first order.
  • Choose a shipping method, Click next then choose your payment method.
  • Click Place your order.

                         For Mpesa method

                                                 I.            Choose Lipa na Mpesa as your method of payment

                                              II.            Enter your phone number

                                           III.            Click on ‘place order’

                                           IV.            An STK push will pop on on your phone then enter your Mpesa pin to complete the transaction.

For Card Payment

                                                 I.            Choose credit card as your method of payment

                                              II.            Accept terms and conditions fill in the details as on your card i.e Name of the card holder, the card number and Cv (the last 3 digit number that is on the back of your card) then click on pay.

  • Once payment has gone through you will then receive a notification through both message and an email of the order details.

6. How do I Lipia Polepole?

Select the product you wish to Lipia polepole then click on Lipia polepole option, a dialogue box will pop up enter your phone number, accept terms and conditions and click on Reserve. You will receive a message from Flexpay then follow instructions to make payments.

7.    How secure is our payment platform?

This is an area we take with utmost caution to satisfy our customers trust in their information and money.

(Our payment service provider is PCI DSS level 1 compliant, and our payment pages use Extended Validation SSL with 256-bit encryption)

8.    What happens if a product I ordered is out of stock?

  • If a product goes out of stock, it will not be available for purchase on the website. We will ensure that out of stock products are not available for sale, and offer alternative products or refunds in case of any inevitable exemptions.

9.    Can I do a Pre-order?

  • At the moment we allow Lipia Polepole where you can reserve a product by making a deposit then clear the remaining balance in a period not exceeding 60 days (2 months).

11.  Can I cancel my Order?

  • Customers cannot not cancel their order. Once an order is cancelled the payment will not be refunded in cash but in form of Tuskys Voucher equivalent to the total amount paid. The refund will be less the delivery fee.

12.   How long do I have to wait for my items to be delivered?

  • Depending on the Delivery options selected and shipping charges paid, one can wait between 1hr- 72hrs in working days excluding Sundays and public holidays for their items to be delivered.

ii)     ii) Standard Delivery Service: (1-72hrs)

Applicable to all Products listed on Tuskys.com and for all deliveries in Nairobi and areas outside Nairobi. Delivery service covers over countrywide and which are within the delivery network of our Logistics.

13.   Is there any limit as to when one can place an order?

  • Tuskys.com is an online shop therefore there is no limit as to when one can place an order.

14.  What is the cost of delivery?

Our delivery cost will be based on destination:

  • Delivery within Nairobi-Ksh.250
  • Delivery outside Nairobi-Negotiable depending of on the destination
  • Picking from nearest Tuskys branch-Ksh.0 (Free)

15.  Do we offer after sale services for items purchased on Tuskys.com?

  • Items purchased through Tuskys.com will come with a warranty cover (terms and conditions apply). In case you will need assistance and the item is within warranty you can visit your nearest Tuskys branch with your receipt and warrant for assistance.

16.  How do I return a Product?

Customer can visit nearest Tuskys branch with product and details including receipt and warranty (if applicable).Alternatively the customer can contact our customer care through 0709382334 for further assistance.

Note that product will only be returned within 7 days of purchasing and will be returned under the following conditions:

  • Wrong product delivered.
  • The product is faulty
  • Incomplete packaging

17.  How do I get my Refund?

  • Refunds will be honored if the returns and refund policy has been followed.
  • We will work to ensure we offer our customers various alternatives prior to a refund.

Please note that we only refund to the payment method that you originally used. Payment by M-PESA or credit card will be refunded to the same credit card; payment by debit card will be refunded to your nominated bank account.

  • The amount refunded will be less the shipping fee hence we will only refund the product cost.
  • The refund will take 3 working days once approved and notifications will be emailed to your account.

18.  What if I decide to change my mind about the Product?

  • Return is possible, however terms and conditions apply. The available options are dependent on the reason for the return.

19.  Can I Return products that were on Sale/Offer?

  • This will be done in accordance with the Terms and conditions that may apply to promotions and/or sales offer.

20. Can I return the product without accessories?

  • No, the product has to be returned with all accessories and in its original packaging.

21. How do I Subscribe to receive Newsletter and Promotions?

  • We would like to keep you informed of great things happening on our site. Great deals and Offers from time to time. Please click on ‘Subscribe to Newsletter’' or visit our page on the website and enter your email address.

22. How do I Unsubscribe to a Newsletter and promotional material?

  • To unsubscribe, please click on the newsletter email and select “Unsubscribe”

 

Seller/ Vendor FAQs

  1. 1.    What do I need to become a seller (vendor) on Tuskys.com?
  • To become a vendor, please click https://tuskys.com/marketplace/seller/register/ and complete the details.