Question 1

How do I place an order?

Accepted Answer

Browse our products, add items to your cart, and proceed to checkout. You can pay via M-Pesa or card.

Question 2

What payment methods do you accept?

Accepted Answer

We accept M-Pesa, Airtel Money, Visa, Mastercard, and bank transfers online. Cash is accepted at our Donholm store.

Question 3

Can I change or cancel my order?

Accepted Answer

Changes and cancellations are only possible while your order status is "Order Received". Once processing begins, changes are no longer possible. Contact us immediately if you need to modify your order.

Question 4

Do you accept pre-orders for out-of-stock items?

Accepted Answer

Yes! Visit our Pre-Order page to request any motorcycle gear not currently in stock. We'll source it for you and send a quote within 24–48 hours.

Question 5

How do I track my order?

Accepted Answer

Contact us at +254 742 784 311 or via WhatsApp for tracking information and delivery updates.

Question 6

Which countries do you ship to?

Accepted Answer

We deliver to Kenya, Uganda, and Tanzania. Shipping costs vary by destination - see our Shipping & Returns page for current rates.

Question 7

How fast do you ship?

Accepted Answer

Items marked "In Stock – Ships Within 24 Hours" are dispatched the same or next business day from our Donholm, Nairobi location.

Question 8

How much does shipping cost?

Accepted Answer

Nairobi delivery is KES 500 flat rate, free on orders over KES 50,000. Delivery to other Kenya counties is KES 700. Uganda and Tanzania are KES 1,500 each. See our Shipping & Returns page for full details.

Question 9

Can I change my shipping address after ordering?

Accepted Answer

Only while your order status is "Order Received." Contact us immediately at +254 742 784 311 if your address needs to change.

Question 10

How long does delivery take once dispatched?

Accepted Answer

Nairobi deliveries typically arrive within 1-2 business days. Other Kenyan towns usually take 2-5 business days. Uganda and Tanzania typically take 3-7 business days depending on your location and logistics provider.

Question 11

Do you guarantee delivery timelines?

Accepted Answer

Shipping timelines are estimates and cannot be guaranteed due to factors outside our control. We'll do our best to keep you informed.

Question 12

What is your return window?

Accepted Answer

You have 7 days from the date of delivery to initiate a return for unused items.

Question 13

Is return shipping really free?

Accepted Answer

Yes - we cover the cost of return shipping for eligible unused items returned within 7 days of delivery. Note that outbound delivery fees apply to all orders (see our shipping rates).

Question 14

What condition must items be in to qualify for a return?

Accepted Answer

Items must be in original, unused condition — no signs of wear, dirt, scuffs, odors, or mounting attempts. All original tags, labels, accessories, and packaging must be intact.

Question 15

How long does a refund take to process?

Accepted Answer

Refunds are processed within 1 business day after we receive and inspect your returned item.

Question 16

How do I find the right helmet size?

Accepted Answer

Measure the circumference of your head at the widest point, then compare to our sizing chart on each product page. When in doubt, contact us — our team is happy to guide you.

Question 17

Are your products genuine and certified?

Accepted Answer

Absolutely. We only stock authentic, certified products from trusted brands that meet international safety standards.

Question 18

Can I try on gear before buying?

Accepted Answer

Yes! Visit our Donholm store to try on helmets, jackets, boots, and gloves before purchasing.

Question 19

What if my item arrives damaged?

Accepted Answer

Contact our team immediately at +254 742 784 311. We'll arrange a free return and send you a replacement.

Question 20

How do I contact you?

Accepted Answer

You can reach us by phone or WhatsApp at +254 742 784 311, or send a message via our contact page. Our team is available Monday to Saturday, 8AM to 6PM. You can also visit us in person at our Donholm store in Nairobi.

Frequently Asked Questions

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Bike Yard Kenya

Frequently Asked Questions

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