Welcome to the Pharmily Help Centre where we have answered the questions our customers ask us the most.
Pharmily stands out for three reasons: Trust, convenience, and care.
Pharmily is more than just an online store — it's a community built around trust, accessibility, and care. We combine professional pharmaceutical expertise with technology to deliver fast, reliable, and affordable healthcare products to your doorstep.
Our mission is simple: To make quality healthcare accessible to every Kenyan, no matter where you are.
Whether you're ordering daily supplements or prescription medicine, you can count on Pharmily to deliver reliability — every single time.
Yes — 100%. Pharmily sources all medicines and wellness products directly from licensed manufacturers and certified distributors. Every item undergoes strict quality checks to ensure it's genuine, safe, and within expiry date.
We never compromise on quality because your health and safety come first.
In the event this is not the case, we will be happy to replace or refund your order.
No. Pharmily strongly discourages self-medication. Some medicines may cause harm if used incorrectly. Always follow professional medical advice and approved dosing instructions.
Yes. Pharmily stocks both prescription and non-prescription medicines.
However, to purchase prescription drugs, you'll need to upload a valid prescription during checkout.
Our licensed pharmacists will verify the prescription before dispatching your order — ensuring safety and compliance with medical regulations.
Product availability and prices may change due to supplier updates or regulatory requirements. If an item becomes unavailable or its price changes significantly after you place an order, we will contact you before processing.
Delivery times vary depending on your location:
We partner with reliable delivery couriers to ensure your package arrives safely and on time.
We utilize the First In, First Out (FIFO) method to ensure that the oldest inventory is picked, packed, and shipped first.
This approach is vital for:
However, in cases of emergency medicine, your order will be given priority.
Pharmily delivers nationwide across Kenya.
Delivery timelines typically follow:
Delivery availability and timelines are confirmed at checkout based on your location.
Delivery charges are calculated based on your delivery location and order size. During checkout, you'll see the exact cost before completing your order.
Same-day delivery may be available in select locations for orders placed before a specified cut-off time. Customers may also schedule deliveries where available.
Delivery options and fees are shown during checkout.
Deliveries on public holidays depend on courier availability. Orders placed on public holidays may be processed on the next working day.
We will always notify you in case of any delays.
Pharmily operates Monday to Sunday, 8:00 AM to 6:00 PM, excluding public holidays.
Orders can be placed online at any time, but processing, pharmacist verification, and customer support are handled during operating hours.
For prescription medicines, orders placed outside operating hours will be reviewed and processed the next working day.
Pharmily is located at Muthaiga Business Center, Nairobi, Kenya.
Yes. Pharmily offers scheduled self-pick-up services at our location. While we operate primarily as an online pharmacy, customers may walk in for scheduled self-pick-ups after placing and confirming an order online.
Please note:
In the rare event of an error, we're here to fix it fast.
If your order arrives damaged, expired, or incorrect, please reach out to our customer service team immediately through the contact section on our website or by calling us.
We'll assess the issue and arrange for a replacement or refund as soon as possible.
Make sure to report the issue within 48 hours of receiving your order for quick resolution.
If your product meets our return policy criteria (for example, it's unopened, damaged upon arrival, or not as ordered), you can initiate a return by contacting our team.
Refunds are processed through your original payment method once we verify the return.
Please note that certain health and hygiene products may not be eligible for returns due to safety reasons.
Yes — but only if your order hasn't been processed or dispatched.
If you realize you've made a mistake or want to change something, contact our support team immediately.
Once an order is shipped, it can no longer be canceled, but we can assist with returns or exchanges if applicable.
Pharmily complies with Kenya's Data Protection Act.
We collect only the data necessary to process your orders and provide our services. Your information is never sold to third parties.
Access to sensitive data is restricted and protected using industry-standard security measures.
Yes! Pharmily regularly offers discounts, coupons, and loyalty rewards for repeat customers.
Keep an eye on our Deals & Promotions page or subscribe to our newsletter to stay updated on special offers.
We value and reward customer loyalty — because your trust means everything to us.
Pharmily welcomes partnerships with licensed pharmacies, pharmaceutical distributors, manufacturers, healthcare providers, logistics companies, and technology partners.
To explore a partnership, please send an email to:
Include a brief introduction of your organization, the type of partnership you're proposing, and any relevant licenses or certifications.
Our team will review your request and get in touch if there is a potential fit. All partnerships are subject to due diligence and must comply with applicable regulatory and operational requirements.
We're always happy to help. You can reach out to our support team via:
Our team is friendly, knowledgeable, and ready to assist you with orders, returns, or general inquiries.