Frequently Asked Questions

1. How do I place an order at Pharmily?

Here is a simple way to place an order:

Click on the product that you are interested in.
Click ADD TO CART.
Now you can continue shopping or check your items by clicking on the cart icon.
In the shopping basket preview you can see a list, quantity and price of products you have selected.
If you would like to drop an item click Remove. If you wish to change the quantity type in the amount in the space and click Update.
If you have a promo or coupon type it in the coupon box and click add coupon.
You can also add the product you are interested in to WISH LIST and purchase it later by clicking Save for later. To view your WISH LIST. Click on the account and on the drop menu you will find your wish list.

2. What forms of payment do Pharmily accept?

We currently accept cash payment on delivery and payment via MPESA. For M-PESA payments, our PAY BILL no. is 918045. The account number is the order number. Don't worry; we will direct you on how to pay once your order is delivered. For products being delivered outside Nairobi, we prefer payment before we dispatch.

3. How do I track my order?

To track your order, log in to your account page under the account, click on the orders of the section, and you will see the status of your order. But in case you need more clarification, our friendly team will gladly respond to you via email or phone.

4. What are the delivery fees?

To facilitate delivery of your item, our delivery fee ranges from KSH.200 for deliveries within Nairobi and 350 for environs near Nairobi. We do charge for countrywide deliveries as per your location. Our typical charges range between KSH200-350. Delivery is free for orders from KSH 4,000.

5. How do I cancel my order?

Why would you consider that, fam? But if you need to, you can always do so at the point of order. But after you have confirmed and checked out, you cannot cancel.

6. What are the operation hours at Pharmily?

Hey fam, you can always order on the website and the Android app any time, 24 hours a day, seven days a week. But our call Centre and delivery hours are between 8.00 am -5.00 pm Monday to Saturday. You can always order on Sunday for delivery Monday morning.

7. What are the refund and return policy at Pharmily?

We do our best to ensure you receive the quality product you ordered in the required state. However, we recognize Human is to Error and are the only Kenyan online pharmacy with a comprehensive return policy. In the unlikely event that you need to return a product for a valid reason, here is our refund and return policy.

8. What measures have Pharmily put in place to ensure we get quality and safe products?

Quality is what defines Pharmily. We understand how important this is to you, our dear clients. First, we source products approved and fit for human use by Pharmacy and Poisons Board (PPB) for medicines, medical devices and related products and KEBS for other products. Secondly, we only source from trustable suppliers. We have a comprehensive supplier qualification checklist. We involve experts and professionals while procuring the products. Third, we are constantly getting feedback and reviews from users about the products to ensure they meet in-house set standards of quality. Besides, Pharmily reviews the ingredients and processes used during the manufacturing of the products as one of the key indicators of the quality of a product. Other metrics include; checking for expiry dates, packaging materials used and product claims. We do all this to ensure you get value for your money.

9. How do I partner with Pharmily?

If you want to partner or do business with us, please email [email protected], and we will contact you.

10. Where are you located?

We are entirely an online shop delivering your order anywhere you are. Our team works day and night from Muthaiga Business Centre.

11. How do I contact you (Pharmily)

We are available on all social media platforms. Feel free to call 0726 66 98 98. You can also send us an email to [email protected] or. If you wish to reach us via mail, our address is Post Office Box no16592-00620, Mobil Plaza, Nairobi.