Customer Help

Our happiness team is always here to assist.

Common purchase queries answered

Orders and Shipping

🕒 Standard Delivery Time:
Most orders are delivered within 1–3 business days for major towns and cities in Kenya.

📍 Remote Areas:
Deliveries to remote or rural areas may take up to 3–5 business days depending on courier availability.

🚚 Same-Day or Next-Day Delivery:
Available in select locations like Nairobi for orders placed before 12 PM. Additional charges may apply.

📦 Order Processing:
Orders are processed within 24 hours after payment confirmation (excluding Sundays and public holidays).

📲 Order Tracking:
Once your order ships, you’ll receive an SMS or email with a tracking link to monitor the delivery status.

🖱️ Step-by-Step Guide:

  1. Go to our website – Visit www.firewall.co.ke.

  2. Click on “Login/Register” – You’ll find this at the top-right corner of the homepage.

  3. Create your account – Provide an  email address – A link to set a new password will be sent to your email address.

  4. Register– Confirm your account via a link sent to your email address – set a new password.

  5. ✅ You’re all set! – Log in anytime to track orders, update your profile, save addresses, and shop faster.

📦 Before placing an order:

  • Log in to your account at www.firewall.co.ke.

  • Go to “My Account” > “Addresses”.

  • Click “Edit” to update your shipping address and save the changes.

🛒 During checkout:

  • On the checkout page, click “Change Address” under the Shipping Details section.

  • Enter your new address and confirm before placing the order.

🚚 After placing an order:

  • Contact our support team immediately via WhatsApp or call 0115 854 792.

  • If the order hasn’t shipped yet, we’ll update it for you.

  • If it’s already dispatched, rerouting may not be possible.

📦 After placing your order:

  • You will receive a confirmation email or SMS with your Order ID and tracking details.

  • Click the tracking link provided to view real-time updates on your delivery.

🔍 Alternatively:

  1. Log in to your account at www.firewall.co.ke.

  2. Go to “My Orders” in your dashboard.

  3. Select the order you want to track and click “Track Order”.

📲 Need help?
Contact our support team via WhatsApp or Call: 0115 854 792.

🔐 No, we do not store your credit card information.
For your security and privacy, Firewall Solutions Kenya does not save any payment card details on our servers.

All payments are processed through secure, PCI-compliant third-party payment gateways, ensuring your data is encrypted and protected.

💳 Want faster checkouts?
You may choose to save your card securely with the payment provider (e.g. M-Pesa, Visa, Mastercard), but we never access or retain that information ourselves.

🛡️ Your data is safe with us.

Yes, Firewall Solutions Kenya charges Value Added Tax (VAT) on all applicable products and services in accordance with Kenyan tax laws.

📦 It depends on your order.

  • If all items are available at the same warehouse and ready for dispatch, we’ll ship them together in one package.

  • If your order includes items from different suppliers, locations, or with different availability dates, they may arrive in separate packages.

🚚 Don’t worry!
You’ll receive tracking info for each package and can monitor them individually through your account or via SMS/email updates.

💬 Need clarification?
Reach out to our support team for specific shipping details on your order.

If you need to swap an item

Returns and Exchanges

🔁 7-Day Return & Replacement Policy
You can return or request a replacement within 7 days of delivery if the item is defective, damaged, or incorrect.

📦 Return Requirements:

  • Item must be in its original condition

  • Include original packaging, manuals, accessories, and tags

  • A valid proof of purchase is required

🚫 Non-Returnable Items:

  • Opened software and games

  • Items damaged due to misuse or negligence

  • Products that fail compatibility checks on your end

🚚 Return Shipping:
Customers are responsible for return shipping costs, even if the item had free delivery initially.

💸 Refunds:
Once your returned item passes inspection, a refund will be processed within a few business days.

😟 We’re sorry for the mix-up!
If you received the wrong item, please follow these steps:

  1. 📸 Take clear photos of the item you received, including the packaging and product label.

  2. 📧 Contact us within 48 hours of delivery via:

  3. 🔁 We’ll verify the issue and arrange for a free replacement or a refund, depending on product availability.

📦 Keep the item in its original condition and packaging until we confirm next steps.

😞 We’re sorry your item arrived in poor condition.
We take packaging seriously, but sometimes damage can happen during transit.

🛠️ Here’s what to do:

  1. 📸 Take clear photos of:

    • The damaged item

    • The outer packaging (including any dents/tears)

    • The shipping label

  2. 📩 Contact us within 48 hours of receiving the package via:

  3. ⏳ We’ll assess the damage and either issue a replacement or offer a refund, depending on stock availability.

📦 Important:
Please keep the original packaging and damaged item until we confirm the next steps.

📞 Multiple ways to reach us:

⏰ Support Hours:
Monday to Saturday, 9:00 AM – 6:00 PM (Closed on Sundays & public holidays)

💬 What to expect:
Our friendly support team will assist with order inquiries, product information, returns, or any other concerns.

🚀 Fast response:
We aim to respond within 24 hours during business days.

⚠️ Act quickly!
If you realize you entered the wrong shipping address, please:

  1. Contact us immediately via:

  2. Before shipment:
    We can update or correct your shipping address if the order has not yet been dispatched.

  3. After shipment:
    Once shipped, changes may not be possible. We recommend contacting the courier directly with your tracking info.

🚚 Note: Incorrect addresses may cause delivery delays or failed deliveries, for which Firewall Solutions Kenya is not responsible.

⏳ Changes or cancellations are possible only if your order has not yet been processed or shipped.

Steps to follow:

  1. Contact us immediately via:

  2. If the order is still pending:
    We will do our best to update or cancel your order as requested.

  3. If the order has been shipped:
    Changes or cancellations are no longer possible. You may need to follow the returns process once you receive the item.

⚠️ Note:
Delays in notifying us may limit options for changes or cancellations.

🛒 Currently, Firewall Solutions Kenya does not offer pre-orders for out-of-stock items.

Why?

  • We aim to provide accurate availability and avoid delays.

  • Restocking times can vary due to supplier and shipping constraints.

🔔 What you can do:

  • Sign up for stock alerts on the product page to be notified when the item is back in stock.

  • Contact our support team if you need help finding a similar product or alternative solutions.