Shipping Policy

Thank you for visiting and shopping on MYDAWA, the following are the terms and conditions that constitute our Shipping Policy.

Shipping Policy

Working Hours

At MYDAWA we aim to dispatch all orders as quickly as possible to ensure that for all orders made between 8:00 am and 8.00 p.m your purchase should be delivered as follows:

• Nairobi County within 4 hours
• Greater Nairobi Metropolitan Area within 6 hours (Orders placed past 6pm will be delivered the next day by midday).
• Rest of Kenya within 24 hours

For purchases made after 8.00 p.m your purchase will be delivered

• Nairobi County by 10.00 am the next day.
• Greater Nairobi Metropolitan by midday the next day
• Rest of Kenya within 36 hours

You will receive an order confirmation on your mobile phone with the order number. If you do not receive the order number, then your order has not been confirmed by our system. There will also be a confirmation on the website under "your orders" section.

You will receive a notification when your order has been dispatched. Our delivery rider will also contact you to confirm delivery.

For upcountry deliveries, these will be made by Fargo Courier

If we are experiencing a high volume of orders, shipments may be delayed. If this is the case, we will endeavour to contact you via email or telephone.

Payment Method 

After reviewing your order with our delivery agent, you will be able to pay via mobile money (specifically M-pesa). The payment process is very smooth as you only need to enter your MPESA pin to complete the transaction. 
 
Please ensure to load your M-pesa prior to the delivery agent getting to your location. Ensure you are available to pick up your order as the delivery agent has only a 5-minute window before they proceed with other orders. Please note that sealed items cannot be unsealed before you pay. 

Pay-on-delivery restriction: This only applies to deliveries within Nairobi.   

For Prescription Orders:

Please ensure you personally receive your order to receive any counselling on medicine administration and handover the original prescription to the delivery rider as you receive up your order. We remind you that this is a legal obligation for the receipt of all prescription-only medication.

For Insurance Orders:

Ensure you personally receive your order to receive counselling on medicine administration and process your biometrics against your insurance card. In addition, please handover the original prescription and Claim Form to the rider. Without both the original prescription and claim form, your insurer may decline to cover your medication.

Shipping rates

Shipping charges for your order will be calculated and displayed at checkout.

Order confirmation & tracking

You will receive an Order Confirmation SMS or email once your order has been accepted by our system. This number can be used if you have any queries regarding your order delivery.

Damages

Please confirm all orders are complete and in good condition on receipt of your package. In the unlikely event that your order arrives damaged, please inform the delivery agent before they leave. Should you need any support or clarification, please contact us on 020 521 9999 or email at support@mydawa.com  

Please save all packaging materials and damaged goods before calling.

International Shipping Policy

We currently do not ship outside of Kenya.

Returns Policy

Our Returns Policy provides detailed information about options and procedures for returning your order.