Shipping policy
Shipping Policy
Processing times
Orders confirmed before 4:00 pm (EAT) Monday to Saturday are processed the same day. Orders placed after 4:00 pm, on Sundays or on public holidays are processed the next working day.
Delivery times
- Nairobi: same day to 1 business day.
- Other towns in Kenya: 1 to 2 business days via our courier partners.
Large equipment (hospital beds, furniture, oxygen and theatre equipment) may need to be scheduled; we will call you to agree a delivery time.
Delivery charges
- Free delivery within Nairobi CBD.
- Free delivery within Nairobi on orders above KSh 20,000.
- Other deliveries are charged according to location and the size of the order. The exact fee is shown at checkout or confirmed by our team before dispatch.
- You are welcome to collect your order from our Muthaiga or Westlands branch at no cost.
Order tracking
Once your order is dispatched we will contact you by phone, SMS or WhatsApp with the delivery details. You can also call either branch for an update at any time.
Damaged or lost parcels
Please inspect your order on delivery. If an item is damaged, missing or incorrect, contact us within 48 hours with photos and your order number and we will arrange a replacement or refund. If a parcel is lost in transit we will resend the order or refund you in full.
Delivery liability
Please provide an accurate delivery address and an active phone number. We are not responsible for delays caused by incorrect details or an unavailable recipient; re-delivery may attract an extra charge.
Business hours
Monday to Saturday, 8:00 am to 6:00 pm.