Hello. What can we help you with?
Search the catalogue or browse the topics below for orders, returns, delivery, payments and account support.
Your Orders
Track a package, change a delivery address, or cancel an order you no longer need.
Shipping & Delivery
Delivery rates, estimated timelines, and how orders move from a vendor to your door.
Account Settings
Update your password, email address, phone number and saved delivery addresses.
Cart & Checkout
Resolve a failed checkout, confirm your basket totals, or complete a pending payment.
Payments
M-Pesa, card and wallet payments, plus refunds back to your original payment method.
Selling on Supreonix
Apply to become a vendor, manage your listings, and understand vendor payouts.
Frequently Asked Questions
The questions our support team answers most often.
How do I track my order?
Open Your Orders and select the order you want to follow. Once a vendor marks it as shipped, the order page shows the tracking reference and the latest delivery status. If the status has not changed in more than 48 hours, contact the vendor through the order page.
What is the return policy?
Most items can be returned within 30 days of delivery, provided they are unused and in their original packaging. Some categories, including opened personal-care and hygiene products, are not eligible. Start a return from the relevant order and the vendor will confirm the pickup or drop-off arrangement.
When will I receive my refund?
Refunds are issued after the returned item is received and inspected. Once approved, the money is returned to your original payment method. M-Pesa refunds usually clear within a few working days, while card refunds depend on your bank and can take longer.
My M-Pesa payment failed but I was charged. What now?
Do not repeat the payment. Failed M-Pesa charges are normally reversed automatically by the network. If the reversal has not appeared after 24 hours, send us the order reference and the M-Pesa confirmation code through Customer Service and we will trace it.
How do I change my delivery address?
You can update saved addresses under your addresses. An address can only be changed on an order that has not yet been shipped. Once an order is in transit, contact the vendor directly through the order page.
How do gift cards and store credit work?
Gift cards are purchased from the Gift Cards page. Enter the code in your account or at checkout to add the balance to your Supreonix wallet, where it is then applied to future orders.
How do I become a vendor?
Start on the Sell on Supreonix page and submit your business details for review. Once your application is approved you can create listings, set your own prices, and track orders from your vendor dashboard.
Still need help?
Send our support team a message and we will get back to you.