General Questions

Q: Are all your products authentic Apple products?
A: Yes, 100%. Every product we sell is sourced directly through official Apple channels and comes with full manufacturer warranties and serial number verification.

Q: Do you ship to my country?
A: We deliver to South Africa, Kenya, Nigeria, Ghana, Tanzania, Uganda, Zimbabwe, Zambia, Botswana, Namibia, Lesotho, and Eswatini. Check our Shipping & Delivery page for details.

Q: How can I contact customer support?
A: Email us at support@koach.store and we'll respond within 24 hours. For partnership inquiries, email partners@koach.store.

Q: Do you have physical stores?
A: We operate primarily online but work with authorized partners across Africa. Visit our Partners page to find a location near you.

Ordering & Payment

Q: What payment methods do you accept?
A: We accept major credit cards (Visa, Mastercard), debit cards, mobile money, and bank transfers. All payments are processed through secure, encrypted checkout.

Q: Is it safe to enter my card details?
A: Absolutely. We use industry-standard SSL encryption and PCI-compliant payment processing to protect your information.

Q: Can I pay on delivery?
A: Cash on delivery is available in select locations. Check at checkout to see if it's available for your delivery address.

Q: Do you offer installment payments?
A: We're working on installment payment options. Contact us at support@koach.store for current availability.

Q: Will I receive an order confirmation?
A: Yes, you'll receive an email confirmation immediately after placing your order with all order details and tracking information once shipped.

Shipping & Delivery

Q: How long does delivery take?
A: Standard delivery takes 5-10 business days, Express delivery takes 2-5 business days. Partner collection is available in 3-7 business days. See our Shipping & Delivery page for details.

Q: How much does shipping cost?
A: Shipping costs are calculated at checkout based on your location, product weight, and delivery speed. You'll see the exact cost before completing payment.

Q: Can I track my order?
A: Yes, you'll receive a tracking number via email once your order ships. You can track your package in real-time.

Q: What if I'm not home for delivery?
A: The courier will attempt redelivery or hold your package at a local depot for collection. You'll receive notification with instructions.

Q: Do you deliver to PO boxes?
A: Most products cannot be delivered to PO boxes due to signature requirements. Please provide a physical address.

Q: Are there customs fees or import duties?
A: For international shipments, import duties and taxes may apply depending on your country. These are the responsibility of the recipient.

Products & Availability

Q: Are your prices in US Dollars or local currency?
A: Prices are displayed in South African Rand (ZAR) but will convert to your local currency at checkout based on current exchange rates.

Q: Do you sell refurbished products?
A: No, we only sell brand new, factory-sealed Apple products with full manufacturer warranties.

Q: What if a product is out of stock?
A: You can sign up for restock notifications on the product page, or contact us to check expected availability dates.

Q: Can I pre-order new Apple products?
A: Yes, we offer pre-orders for new Apple product launches. Sign up for our newsletter to be notified of pre-order availability.

Q: Do you price match?
A: We strive to offer competitive pricing. Contact us with details if you find a lower price for the same authentic product from an authorized retailer.

Returns & Warranty

Q: What is your return policy?
A: We offer a 14-day return policy for unused products in original packaging. See our Returns & Refunds page for full details.

Q: How do I return a product?
A: Email support@koach.store within 14 days with your order number. We'll provide a Return Authorization number and instructions.

Q: What warranty comes with Apple products?
A: All products include Apple's standard 1-year Limited Warranty covering manufacturing defects and hardware failures.

Q: What is AppleCare+ and should I buy it?
A: AppleCare+ extends your warranty to 2-3 years and covers accidental damage. It can be purchased with your product or within 60 days of purchase. Highly recommended for iPhones and MacBooks.

Q: Where can I get warranty service?
A: Warranty service is available through Apple Support and our authorized service partners. Visit our Partners page for service locations.

Q: What if my product arrives damaged?
A: Contact us within 48 hours with photos of the damage. We'll provide a prepaid return label and send a replacement or full refund immediately.

Product Setup & Support

Q: Will my iPhone work with my local carrier?
A: Our iPhones are unlocked and compatible with major carriers across Africa. Check with your carrier for specific network compatibility.

Q: Do you offer setup assistance?
A: Yes, our support team can guide you through setup via email. Our partner locations also offer in-person setup assistance.

Q: Can you help me transfer data from my old device?
A: We provide guidance on using Apple's built-in transfer tools. Visit a partner location for hands-on assistance with data transfer.

Q: Do you sell accessories?
A: Yes, we offer official Apple accessories including cases, chargers, cables, AirPods, Apple Pencil, and more.

Business & Education

Q: Do you offer business or bulk pricing?
A: Yes, we offer special pricing for business and educational institutions. Email partners@koach.store with your requirements.

Q: Can I become a Koach.Store partner?
A: Absolutely! We're always looking for authorized partners. Visit our Partner Application page to apply.

Q: Do you offer student discounts?
A: We're working on an education pricing program. Contact us for current availability and eligibility requirements.

Account & Privacy

Q: Do I need to create an account to order?
A: No, you can checkout as a guest. However, creating an account lets you track orders, save addresses, and access order history.

Q: How do you protect my personal information?
A: We use SSL encryption, secure servers, and never share your information with third parties. See our Privacy Policy for details.

Q: Can I change my delivery address after ordering?
A: Contact us immediately if you need to change your address. We can update it if the order hasn't shipped yet.