1 – Timing As we use several delivery partners to deliver orders, we cannot guarantee firm delivery dates and times. Below are indicative delivery times depending on the method you select at checkout:
Regular – estimated 2 days once dispatched
Express Post: expedited/priority delivery – estimated 1 days once dispatched
Door-to-Door Delivery – estimated 3days (Monday to Friday ONLY)
We aim to deliver products to you to the address you provided at checkout, within these timeframes. However, from time to time, our delivery partners will experience delays outside of our control. For updates on delays, please visit the relevant delivery partner’s website or refer to the tracking information provided with your order confirmation.
Where possible, we endeavor to keep you informed of any delays to your order. If your order has not arrived as expected, please contacting Customer Service WhatsApp +254733644081
2 – Prescriptions Prescription orders require a valid prescription from a Kenyan registered doctor. To learn more about ordering prescriptions, please visit our Prescriptions page.
Prescription orders are typically dispensed and dispatched within 1 business day of receiving your script. For some prescription items, you will need to have a discussion with a pharmacist to determine if it can be dispensed.
Once dispatched, prescription orders are subject to standard shipping timeframes. Please allow sufficient time for your prescription medication to be delivered so you do not run out. If you are posting a paper prescription to us, please also consider the time it is likely to take for this to reach us.
3 – Fees Regular and Express
Post fees are variable, based on the items you order. Postage and handling fees and charges reflect the cost of shipping and handling and are dependent on factors such as size, weight, and delivery location. Adding and removing items from your cart may affect the postage and handling fees for your order.
4 – Delivery
For Regular and Express Post orders, your items will be packaged in plain packages for privacy and security.
Unless in premium door-to-door delivery, all parcels will be collected in person from the courier offices nearest to you.
If you are unable to accept your package or need it diverted to an alternate address, please follow the steps set out here. An additional fee will apply.
For any other issues regarding your order, please follow the steps set out here.
5 – Returns 5.1 – Change of mind
If you have changed your mind about your order, ePharmacyke.com will offer you an exchange or refund if it meets all the requirements of our Returns Policy.
Where an item is eligible for a refund, we will refund the price of the item via your original payment method. Once shipped, Shipping costs cannot refunded. A return fee will be subtracted from the credit amount to cover the cost of returning the item.
Online orders must be returned by mail only to the address provided to you when your return is approved.
5.2 – Faulty or damaged goods
If the item you have received is faulty or damaged, please follow the returns process by visiting Contact Us. Ensure that you provide as much detail as possible about the fault – this will help our team process your return in a timely manner.
If the item is confirmed to have a defect, we will refund the price of the item as well as any shipping costs to your original payment method. Some of our brands may be able to offer a repair service; if this is the case for your item, our Customer Service team will discuss this with you.
If the item is damaged when you receive it, once we are notified and approve a refund, you will be refunded the price of the item and any shipping costs to your original payment method, as appropriate.
5.3 – Item is incorrect or not what I expected
If the item you have received is significantly different from what was shown or described, not fit for its intended purpose, or the wrong item, please follow the returns process by visiting Contact Us. Ensure that you provide as much detail as possible – this will help our team process your return in a timely manner. Kindly note, an item that has been rebranded by the original manufacturer doesn’t not fall in the category of refundable items.
If the item is confirmed to be inconsistent with what was shown or described, or unfit for purpose, we will refund the price of the item as well as any shipping costs to your original payment method.
If you have received the wrong item, we will exchange the item for the item you originally ordered or provide a refund as appropriate, and we will cover the shipping cost.
5.4 – Incorrect delivery address entered at checkout
If you have entered an incorrect address at checkout and need to change this once the parcel has been dispatched, you may be able to get in touch with the carrier to redirect the delivery, this will depend on the carrier and how far into the delivery process they are.
Alternatively, you will need to contact Customer Service to arrange re-delivery. We may pass on any costs we incur as a result of the change in delivery instructions.
If a parcel is returned to us because of an incorrect delivery address and a new delivery address is requested, you will be required to cover any additional shipping costs to resend the parcel.
6 – International
We may not be able to ship some items to locations outside of Kenya and reserve the right to cancel and refund any order to be shipped outside of Kenya. We cannot accept orders for shipping to certain locations due to a high volume of orders not being accepted by customs authorities in those locations. We apologize for any inconvenience this may cause. Such regions include, all regions outside AFRICA.
For international orders, shipping fees and charges reflect our postage and handling costs and are dependent on factors such as size, weight, and delivery location. For some regions, where duties and customs fees are charged at the border, the customer is responsible for these charges. We are not responsible for any delays or additional charges once the order has been dispatched.
If the package is not collected, rejected at the border, returned to sender, or fees and duties are not paid by you, and as a result, you do not receive your goods, you will not be entitled to any refund for the goods or the postage and handling fees. Certain items may be restricted in your country and may be withheld at the border. We are unable to remain across these import requirements for your country, and it is your responsibility to ensure what you order will be able to clear customs.
Your order will be sent to the address supplied at checkout. If you wish to have your order diverted to an alternate address, please follow the steps set out here.
Warranties may not apply to goods purchased for use outside of Kenya, except where required by Kenyan law.
For estimated delivery times to your country, please visit the relevant delivery partner’s website and select your country to view the estimated times on each delivery service. A limited list of prohibited products is also listed on the website for each country.