Frequently Asked Questions (FAQs)

    General Questions

    What are your hours of operation?

    Our website is open 24 hours a day, 7 days a week. Contact Centre support is available from Monday to Sunday, 08:00 am to 10:00 pm. Deliveries will be done for all orders made between 8.00 am to 8.00 pm every day of the week.

    How long do I have to wait to get my delivery?

    Your purchase will be delivered within 4 hours after if you make your order between 8:00 am and 8.00 p.m. for deliveries within Nairobi. Monday to Sunday. If you purchase after 8.00 p.m., delivery will be done by 10.00 am the next day.

    For orders outside Nairobi, deliveries are done after 24hrs.

    You will receive a confirmation on your mobile phone and on the website under your orders notifying you when your order has been dispatched. A rider will also contact you to confirm delivery.

    Our online store may not offer the required solution in emergency situations.

    What are MYDAWA.com’s Privacy and security policies?

    At MYDAWA.com, your privacy and security are extremely important to us. We are committed to protecting the confidentiality of your personal information (your name, address, email address or credit card information) and we never share them with any other person or company. It is used solely by our authorized personnel to process your order.

    Please note that all information provided to us is subject to doctor–patient privilege laws. We use the latest electronic security measures and our servers are protected by secure firewalls to prevent unauthorized access to your personal data. Please click here for more information on these policies.

    Do you accept any insurance plans?

    Yes, we accept health insurance plans. We have partnered with specific providers to ensure that you can easily pay for your medication on MYDAWA. Visit our prescription page to see the list of insurance companies that are already active. If your health insurer is not yet available, please talk to your Human Resource manager or your insurance agent about using your health cover on MYDAWA.

    How do I return an item?

    Read our return policy here.

    Medicine Questions

    Are medications available at MYDAWA.com secure?

    Yes. The medications that you purchase at our online store are of the highest quality. The prescription as well as over the counter medications we provide are procured from world-class and well-recognized pharmaceutical manufacturers. They are manufactured in facilities that comply to WHO-GMP (Good Manufacturing) Standards and packaged in factory-sealed blister packs

    Why do the pills I ordered from MYDAWA.com look different from those I get from my local pharamcy?

    According to the trademark laws, generic pill is not allowed to look exactly like its brand-name version. The pills (generic version) you received normally will look different from their branded counterparts, even though both contain the same active ingredient(s) and work in the same way exactly.

    Is it secure to use Generic Drugs?

    Yes, all our generic drugs are procured from world-renowned manufacturers and thus our generic products meet rigorous specifications and are strictly regulated for security, quality and potency. By law, generic drugs must be bio-equivalent to brand-drug counterparts.

    How do I know which products require a prescription?

    Products that require a prescription are indicated by their greyed out photos such as this one:

    You will also notice that the Add to Cart button is not available. In its place is a link to upload your prescription.

    What does my prescription need to have?

    A valid prescription should have a current date and the below information:

    Don't crop out any part of the image

    Avoid blurred image

    Include details of doctor and patient + clinic visit date

    Medicines will be dispensed as per the prescription

    What about Insurance?

    What if my insurance does not cover my medication?

    MYDAWA will work closely with your doctor and/or insurance company to obtain prior authorizations if needed. If there are products not covered by your insurance, we will communicate this to you. Once your prescription has been transcribed by one of our qualified Pharmaceutical Technicians, these products will be indicated as ‘’Self-pay” on your cart and you will be required to pay for them using our other available payment options. You will find the prices on these products very affordable.

    Do I need anything else for my insurance order?

    For us to process your prescription, you will be required to upload a signed copy of a claim form from your doctor. Ensure that all the required fields are correctly filled in.

    Also, have your original prescription ready when our pharmaceutical technologist arrives to deliver your medication.

    Can I order medicine on behalf of my dependents?

    Yes. As long as you are the primary cardholder and they are registered as secondary members.

    All you need to do is add them as beneficiaries under your account.

    What if I do not have enough money on my insurance card to pay for my authorized medication?

    We will notify you when the balance in your account is not enough to cover for your authorized medicines. In this case, you might be required to speak directly with your account manager who will in turn advise if we can go ahead and process your prescription. Alternatively, you can pay from your medicines out of pocket by unchecking the insurance option against individual items. This will automatically convert them to self-pay.

    What do I need to receive my medication?

    Your insurance card. Have the respective card of your secondary members if the prescription is under their names.

    1. Original copy of the prescription
    2. Insurance Claim Form
    3. SMS with your order number

    Please note that the Pharmacy or rider will run your fingerprints (biometrics) on their smart machine as you as collect your order.

    Children 5 years and above may be required to run their biometrics if the order is made against their names.

    Ordering from MYDAWA

    How do I order from MYDAWA?

    The ordering process is very simple:

    1. Select the product and add to cart.
      • If you need prescription medication, upload a clear photo of your prescription.
    2. You may be required to register with MYDAWA if you haven’t done so already.
    3. For your first order, please use the button to create an address. This address will be saved and can be used on subsequent orders.
    4. Choose a convenient way to pay.
    5. Complete your order. You will receive an SMS with an order number.
    6. One of our deliver riders will contact you to confirm when your order is being dispatched.
    What form of payment does MYDAWA accept?

    You can pay securely using the following methods:

    1. Mpesa, including Bonga Points
    2. Airtel Money
    3. Visa and MasterCard Credit and Debit cards
    4. Equity Eazzy Pay
    5. Umba Loan
    6. Approved Health Insurance providers & Schemes

    To learn more about how to pay on MYDAWA contact our customer service team.

    How is my order packaged?

    MYDAWA takes the greatest possible care in packaging your order. Your order will be securely packaged in a tamper-proof bag and will be labelled your name to ensure it reaches you securely. The package is discrete and no one gets to see what you have ordered unless you show them.

    What if I pay more than my final order value?

    In the event that the amount you pay is higher than the total value of your final order, the difference will be placed in your account which you can use against future purchases.

    Delivery Questions

    How long do I have to wait to get my delivery?

    Your purchase will be delivered within 4 hours after if you make your order between 8:00 am and 8.00 p.m. for deliveries within Nairobi. Monday to Sunday. If you purchase after 8.00 p.m., delivery will be done by 10.00 am the next day. And for orders outside Nairobi, deliveries are done after 24hrs.

    You will receive a confirmation on your mobile phone once delivery has been done and is ready for collection.

    Our online store may not offer the required solution in emergency situations.

    What are standard delivery charges?

    Deliveries within Nairobi and the Nairobi Metropolitan area are done free of charge. For orders outside Nairobi and upcountry orders, the charges will be displayed on the summary page before you make payment.

    Get 20% Discount now

    Use code Health20
    Till June 30th 2020 | Terms and conditions apply

    Need Help Ordering?

    Call us today on

    +254 20 521 9999

    Loading, please wait...