Which courier do you use for deliveries?
We use our committed team of riders to deliver most of our orders together with assistance from Glovo and Sendy when the need arises.
The Gear Store reserves the right to use discretion in any circumstance where it makes more sense to use an alternative delivery method.
How long does it take for a delivery?
We currently offer 2 types of delivery service: Same Day (for normal orders; constituting lighter and less bulky products); Premium Next Day (for bulkier goods and may need more communication for specifics on location and your availability). More on our Delivery Services here.
I placed an order on Friday for next day delivery, why did I not get it until Monday?
Our cut off time for same day deliveries is 3 pm, Monday to Friday. Any order placed after 3 pm will be processed through our dispatch system the next working day. We deliver on weekends, with the priority on Premium Next Day orders.
Why am I being charged for delivery on my order when it states standard delivery is free?
All our delivery charges are pre-set by our courier companies. We sell some over-sized items which require a specialist courier company to fulfill the delivery and there is an additional charge for these. Our courier companies also have a surcharge for postcodes that fall under ‘Out of area’ deliveries.
I haven’t received a dispatch email or email confirmation?
Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all email folders, including your junk or spam folder as it will come from a ‘noreply’ email address. To ensure emails reach you, add the domain thegear.store to your safe senders list.
Why does it not tell us on the website that the parts will be delivered to the nearest branch?
Due to the delicacy of some parts we take extra care in the delivery of the item. These could include body panels, fragile electronics and large bulky items. These are either available for collection from our branches or will be delivered to you through our branch network couriers.
Can I collect from a local store?
We offer a reserve and collect service. This is available on the checkout page. Please be aware, if the product is not available in a local store, you are unable to reserve it.
Do you deliver on weekends?
Yes, we deliver on weekends with priority for Premium Next Day deliveries.
I paid KSh 5000 for delivery, why did I not get it the next day?
Our KSh 5000 delivery charge is not for a next day service, it is a charge for a specialist courier company to deliver an over-sized, fragile package.
Why can’t I select Premium Next Day delivery?
We can only offer Premium Next Day delivery on goods that we have in stock at our dispatch depot or local dealer centers.
Can I track my item(s)?
Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number. We also ask for a mobile number so our courier can inform you of the status of your order.
Please visit: Order Tracking
Please note tracking numbers are only active and trackable 1 hour after the order has been collected. For orders placed after 3 pm on Friday, your order may not be trackable until it has been dispatched the following Monday.
Can someone else sign for my delivery?
Yes, it does not have to be the addressee. However, you, the addressee will have to confirm receipt of the delivery via phone, sms or email before we mark the order as delivered/received. We emphasize that this is not preferred but is at your discretion. The recipients information will also be logged for security reasons.
Do you deliver to PO Box adresses?
No. All of our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address.
Do I have to pay customs & import charges if I live outside of Kenya?
Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.
The customs department of my country have asked me for further information. What should I do?
Each country has its own unique import procedures,which are subject to change. If you have an order held in customs then please contact our customer service team with your order number and tracking number, via email. We will do our very best to help resolve the matter as quickly as possible.
I'm new here, how do I order?
At The Gear Store we go to great lengths to ensure your shopping experience is as easy and secure as possible.
First, you need to know your motorcycle information, this can be your vehicle registration number or its make, model, version and year.
Our comprehensive inventory system will look for the parts for your motorcycle.
Use the Search or the menus to navigate to the part you need. Once you have found a part, check the fitment information to confirm it is the correct part for your motorcycle. If in doubt feel free to call our experienced customer service team on +254 725 900 190.
Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.
Alternatively, you can contact a member of our customer service team on +254 725 900 190 to place a telephone order.
Is it safe to order online?
Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment and M-Pesa transaction.
More about safely buying online here.
Which credit cards do you accept?
We currently only accept the following cards in our retail stores and on telephone orders – VISA and any other card that is linkable to a PayPal account (Mastercard, Switch/Maestro, Visa Debit, Delta and Electron, etc).
What currencies can I use?
The currency we use is KSh.
However, payment methods like VISA and PayPal allow you to use whichever currency you prefer during checkout as the exchange rates will be calculated automatically according to the day’s rates.
How do I apply a promotional code?
You can add a valid promotion code in the coupon section of the checkout page.
Can I use a different payment method?
Yes. You can use PayPal or VISA to pay for goods. We do not accept checks, money orders or store cards.
When will my card be charged for my order?
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.
What is a surcharge?
Some parts may specify a surcharge. Surcharge is a repayable deposit – You pay the full amount initially, and when you return your faulty unit we refund the quoted surcharge amount.
Do your prices include VAT?
All our online prices include VAT.
How can I find the right part for my motorcycle?
Enter your Vehicle Registration Number on the ‘Find Motorcycle Parts’ section or enter your motorcycle’s details, and our system will filter all the parts that are available for your motorcycle. Just remember to check the “Product Details” section to confirm the correct fitting.
Can I get more information on a product?
Yes, you can check the “Product Details” section to confirm if the part is the correct fit or if in doubt, you can chat live with our customer care assistants at +254 725 900 190.
Do the parts come single or pairs?
All our standard parts are sold individually unless specified otherwise. Products purchased as a set will be marked as such.
Why does more than one part come up when I enter my VIN and search for a part?
Did you know manufacturers purposely fit more than one part to specific motorcycles (even if we get the make, model, year and engine size). To 100% confirm the correct part for your vehicle, please ensure you confirm all variances in the ‘Product Details’ section… This tells you everything you need to know. Alternatively feel free to call us on +254 725 900 190.
Do you fit parts?
Unfortunately, The Gear Store only supply parts, we do not offer the service to fit parts. However you can find popular and local garages recommended by our customers in our garage listing.
Do you sell engines and motorcycle frames?
Yes, we can supply these through a special order. To do this you must contact your local store to place a special order inquiry. Use our Store locator to find your nearest branch or contact our sales staff directly at +254 725 900 190.
A part is not listed here, can you order it for me?
Yes, we will do our best to order the part for you through our special orders team. Feel free to call us on +254 725 900 190 to request your part.
Can I make an order over the phone?
Yes, telephone +254 725 900 190, our specialist team is available to take your order 9 am to 3 pm, Monday to Fridays and 9 am to 12 pm on Saturdays. We can only take an order over the phone if your delivery address and billing address are the same, and your delivery address is within Kenya.
Will I get same price in store?
Prices between stores and online can vary for promotional purposes. To ensure you get the online price in store, please use the ‘Pick My Order’ service online.
Do parts come with additional fitting kits or gaskets?
None of our products come with any additional items, unless specified on the item page, under the ‘Product Details’ section.
How many spark plugs do I get?
Most our spark plugs are sold individually, unless otherwise stated on the item description.
How do I check if an item is in stock?
If an item is available to order online then this means the item is in stock. The website will clearly display the status of the stock.
However, from time to time and particularly with some of our more popular items, due to the high rate of sales both in store and online, there may be some discrepancies. We will inform you as soon as possible, via email, if a product is out of stock.
If you do wish to know in advance if a product is in stock, please do not hesitate to contact us via email, or by phone on +254 725 900 190.
How do I know if my order was successful?
You will receive an automated email to confirm your order has been received, and is being processed.
You will receive a further dispatch confirmation email once your order has been packed and is ready to for delivery.
It says out of stock on your website for my part. How long will it take to get in?
Items which are ‘Out of Stock’ vary in timescales to get them back in stock. To get an estimate time please call call us on +254 725 900 190.
Do you price match?
Yes, we now offer price matching. We cannot guarantee a price match on products being imported from outside Kenya as our pricing structure must accommodate customs, excise and importation costs.
Please contact our Customer Service team via email, or phone on +254 725 900 190 if you have a product you wish to discuss.
The item I bought is now in sale, can I get the difference refunded?
As an online business our prices change in accordance with trends, customer demand and stock availability. We are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be.
Please subscribe to our promotional emails to never miss out on these special offers and discounts.
Where is my order?
Most of our deliveries are sent via in-house courier, Glovo or Sendy and we will send you an automated email with the tracking number for your order. You can also find the tracking number on your order in My Account page.
Where do I find the phone number for one of your branches?
You can find details for any branch, in our store locator section. This is located at the top left of every page on our website.
How can I make a complaint?
In the rare occasion we make a mistake, we are more than happy to take all customer feedback. There is always room for improvement. Email us at [email protected] or call us directly on +254 725 900 190.
Is it possible to change the address/cancel or amend my order?
Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please call us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.
Why does my order state available, and then find out I have to wait extra days for delivery?
We sell some item we do not stock, but available to order. This is indicated on the part itself, just under the price of the product.
Please be aware, if your order consists of out of stock products, we will send out what we have in stock and the rest as soon as we get it (except cross-border deliveries where the whole order has to be fulfilled once).
Why am I missing an item in my delivery?
There could be a number of reasons why an item is missing in your delivery:
The item is temporarily out of stock. Does your invoice have TO FOLLOW written where the part number should be (shows where the part number should be on an invoice)? Then we are currently out of stock of the product, and will be sending this part out to you on a priority.
The item was dispatched separately. The item could have been dispatched separately due to the extra care and attention which is required. The item was classified as a dangerous good. Dangerous goods may be handled separately, due to the delicate nature of the product(s).
Can I have an update on my order status?
You can get an update on your order status by checking your order in your My Account section. You will need to sign in to access this area.
Can I pay for a ‘Pick My Order’ order online?
No, currently we only offer the service to pay online and receive delivery at your selected address.
I have a new email address, and I am unable to reset my password. How do I change my password?
We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.
How do I return an item?
For information on returning an item please Click Here.
Can you confirm you have received my return?
We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Should you have any queries about your return, please feel free to contact our Customer Service team via email, or phone on +254 725 90 190.
How long will it be before I get a refund?
Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department has done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this, it may delay your refund.
What do I do if I have received a damaged item?
At The Gear Store we hope that you are happy with your purchases. We take great care in dispatching goods of the highest quality. However, we know that sometimes things can go wrong and you may need to return an item.
Please follow the following procedure:
We would require an image to be emailed to us providing all damage caused. Please email this to [email protected]. Make sure you include your reference number, a copy of your invoice and an image of the parcel you received it in. More information on Returns and Refunds.
Who pays for return postage?
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.
Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
Why have you not refunded the original delivery charge?
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.
Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
How do I make a complaint?
If you are not happy about any service we offer or you have a general comment, feel free to write to us on [email protected].
