Frequently asked questions

Select “Forgot password” on the sign-in page and we will email you a secure link that expires after one hour.

Email kenriltd@gmail.com from your registered address and we will confirm deletion, subject to the records we are legally required to keep.

We deliver around Ngong Town, across Nairobi and countrywide through courier partners. The exact fee for your area is shown at checkout before you pay.

Ngong and nearby estates are usually same-day. Nairobi deliveries are typically within a day, and other towns take one to three days depending on the courier.

Yes — orders above the threshold shown in your cart qualify for free delivery in the Ngong and Nairobi zones.

Yes. Choose “Collect from pharmacy” at checkout and we will message you when your order is packed and ready at our Ngong Town branch.

Search or browse for the products you need, add them to your cart, then go to checkout. You can check out as a guest for over-the-counter products, or sign in to save your details and track your orders.

No — guest checkout is available for over-the-counter products. An account lets you save addresses, follow your orders and reorder in one tap.

Contact us on +254 745 659 389 or WhatsApp as soon as possible. If the order has not yet been dispensed or dispatched we will do our best to change or cancel it.

M-Pesa is our main payment method. You enter your phone number at checkout, approve the prompt on your phone, and the order is confirmed automatically. Cash on collection is also available.

Check that the number you entered is the one registered for M-Pesa and that your phone has network. You can retry the payment from the same page, or contact us and we will help.

No. We never store raw card numbers or your M-Pesa PIN. Card payments, when enabled, are handled entirely by a PCI-compliant payment provider.

Yes — call or WhatsApp +254 745 659 389 during opening hours, or visit our Ngong Town branch.

Contact us with your requirements and we will respond with what we can supply.

Go to Upload prescription, attach a clear photo or PDF of the prescription and add your contact details. A pharmacist reviews it and replies with a quotation before you pay anything.

No. Prescription medicines are never added straight to the cart. Every prescription item is reviewed and authorised by a licensed pharmacist first — this is a requirement of Kenyan pharmacy regulation and it protects you.

Most prescriptions are reviewed within pharmacy opening hours on the same day. If anything on the prescription is unclear, the pharmacist will contact you before dispensing.

Yes. Prescription files are stored outside the public website, are never listed in search engines and can only be opened by authorised pharmacy staff. Every access is recorded in an audit log.

Prescription and order information is treated as sensitive personal data under the Kenya Data Protection Act. It is used only to dispense and deliver your order, is restricted to authorised staff, and is never sold.

We use essential cookies to keep your cart and session working. Analytics and marketing cookies are only used if you accept them in the cookie banner.

We source from licensed distributors and manufacturers, and every batch we receive is recorded with its batch number and expiry date.

Stock is tracked by batch. Expired stock is blocked from sale in the system and separated in the pharmacy, and we alert our team before items approach expiry.

Yes. Use the “Notify me” button on the product, or message us on WhatsApp and we will tell you when we can get it.

For everyone's safety, medicines cannot be returned once they have left the pharmacy, except where the product is damaged, incorrect or recalled. Contact us within 24 hours if there is a problem with your order.

Contact us immediately on +254 745 659 389. We will arrange collection and send the correct item at no extra cost.