Frequently Asked Questions

Standard shipping typically takes 7-14 business days for international orders and 3-7 days for domestic orders. Express shipping options are available for faster delivery.

Yes! We offer free standard shipping on orders over $50. For orders under $50, a flat shipping fee of $5.99 applies.

Absolutely! Once your order ships, you'll receive a tracking number via email. You can track your package on our website or directly with the shipping carrier.

You can modify or cancel your order within 2 hours of placing it. After that, we begin processing and changes may not be possible. Contact us immediately if you need to make changes.

Yes, all products sold on DuoXpress are 100% authentic. We work directly with authorized suppliers and manufacturers to ensure product quality and authenticity.

Yes, all electronics come with manufacturer warranties. Warranty periods vary by product and manufacturer. Details are provided in the product description and included documentation.

If you receive a defective item, contact us within 7 days of delivery. We'll arrange for a replacement or full refund, including return shipping costs. Please include photos of the defective item when contacting us.

We work with trusted suppliers who perform quality checks. However, if you encounter any issues with your product, our return and refund policy ensures you're protected.

We accept all major credit cards (Visa, MasterCard, American Express), PayPal, and various digital payment methods. All transactions are processed securely through encrypted payment gateways.

Yes, your payment information is completely secure. We use SSL encryption and comply with PCI DSS standards. We never store your credit card information on our servers.

You'll be charged immediately when you place your order. For pre-orders or backorders, you'll be charged when the item becomes available and ready to ship.

Yes, we offer installment payment options through select payment providers. Available options will be displayed at checkout if eligible for your order.

We offer a 30-day return policy for most items. Products must be unused, in original packaging, and in the same condition you received them. Some restrictions apply to personalized items.

Contact our customer service team at support@duoxpress.store with your order number. We'll provide you with return instructions and a prepaid shipping label if applicable.

Refunds are processed within 5-10 business days after we receive your returned item. The time it takes to appear in your account depends on your payment method and bank.

For regular returns, customers are responsible for return shipping costs. For defective or incorrect items, we cover all return shipping expenses.

While you can checkout as a guest, creating an account allows you to track orders, save addresses, view order history, and receive exclusive offers.

Click 'Forgot Password' on the login page and enter your email address. You'll receive an email with instructions to reset your password within a few minutes.

You can reach us via email at support@duoxpress.store or call us at +254 792 334 790. Our support team is available Monday through Friday, 9AM-6PM EAT.

Currently, we operate through our mobile-optimized website. A dedicated mobile app is in development and will be available soon for both iOS and Android.