Shipping & Delivery Policy

1. Where we deliver

• Nakuru CBD and surrounding areas: same-day delivery on orders placed and confirmed before our daily dispatch cut-off.
• Rest of Nakuru County and neighbouring towns: typically 1–2 business days.
• Nationwide delivery across Kenya: typically 2–4 business days, via our courier partners, depending on destination. For locations that are far from Nakuru or not well served by our regular couriers, we may dispatch your order via a reputable public service vehicle (PSV) / bus service to a stage or booking office near you, and will confirm the pickup point and any collection requirements with you beforehand.
• Delivery times are estimates, not guarantees, and may be affected by weather, road conditions, security checks, or courier capacity.

2. Order processing

• Orders are processed only once payment via M-Pesa Paybill/Till (or any additional payment method we introduce in future) is confirmed. Cash-on-delivery is not currently offered; if we introduce it in future, orders paid this way will be confirmed by phone or WhatsApp before dispatch.
• Prescription orders are held until a licensed pharmacist has reviewed and verified the uploaded prescription. We may contact you by phone or WhatsApp if anything is unclear before dispensing.
• Orders placed after our daily cut-off time, on weekends, or on public holidays are queued for the next business day, in line with our stated business hours (Mon–Fri 8:00 AM–6:00 PM, Sat 9:00 AM–4:00 PM; closed Sundays and public holidays). Online ordering remains available 24/7.

3. Delivery fees

Delivery fees are calculated at checkout based on your location and order size, and are shown before you confirm payment. We may run free-delivery promotions from time to time within Nakuru CBD or above a minimum order value; any such offer will be stated clearly at checkout.

4. Packaging, cold chain, and discretion

• All medicines are packed by trained staff under pharmacist supervision before dispatch.
• Temperature-sensitive medicines (such as insulin and certain vaccines) are packed with cold-chain materials (ice packs / insulated packaging) and prioritised for the fastest available delivery route to preserve efficacy.
• Orders are packed in plain, discreet packaging that does not disclose the contents, to protect your privacy.
• Please inspect your package on arrival. If a temperature-sensitive item, seal, or box appears compromised, do not use it — contact us immediately under Section 6 of our Return & Refund Policy.

5. Prescription and identity verification at delivery

• For prescription-only medicines and controlled substances, our rider or courier may request to see the original prescription, a valid ID, or confirmation that the recipient is the patient or an authorised representative, in line with PPB regulations.
• Delivery of controlled or scheduled substances may require a signature on receipt.
• Where an order is sent via a PSV / bus service under Section 1, the same verification requirements apply at collection — please bring a valid ID and, for prescription items, the original prescription, to the pickup point or booking office.
• We reserve the right to decline delivery, or return an item to our pharmacy, where verification requirements under the Pharmacy and Poisons Act, Cap 244 cannot be satisfied at the point of delivery.

6. Order tracking and communication

Once your order is dispatched, you will receive confirmation with an estimated delivery window via SMS, WhatsApp, or email. You can log in to your account on our platform at any time to check your order status. If you need further assistance, our Customer Service team is available on +254 706 124 102.

7. Failed or delayed deliveries

• Our rider or courier will attempt to reach you using the phone number provided at checkout. Please keep your phone reachable on the day of delivery.
• If delivery cannot be completed (wrong address, recipient unavailable, or verification could not be completed), we will contact you to arrange a re-delivery, an alternative pickup at Pioneer Plaza, or, where appropriate, a refund in line with our Return & Refund Policy.
• Repeated failed delivery attempts due to incorrect address or contact details may result in additional delivery charges for re-attempts.
• For urgent or time-critical medication needs, please call us directly so we can prioritise dispatch or advise on the fastest available option.

8. Self-collection

You may choose to collect your order in person from Pioneer Plaza, Mburu Gichua Road, Near Jamia Mosque, Nakuru, Kenya, during our business hours. Please bring a valid ID and, for prescription items, the original prescription, and quote your order number at collection.

9. Damaged, missing, or incorrect items

Delivery-related issues — including damaged packaging, missing items, or incorrect items — are handled under our Return & Refund Policy. Please report any issue within 48 hours of delivery so we can investigate with our courier partner and resolve it promptly.

10. Changes to this policy

We may update this Shipping & Delivery Policy from time to time, including delivery timelines, fees, and coverage areas, as our operations or courier partnerships change. The effective date above reflects the version currently in force.

11. Contact us

• Address: Pioneer Plaza, Mburu Gichua Road, Near Jamia Mosque, Nakuru, Kenya
• Customer Service / WhatsApp: +254 706 124 102
• Email: supremepharmacy@ymail.com