Shipping Policy


    Thank you for visiting and shopping a MYDAWA. Following are the terms and conditions that constitute our Shipping Policy.

    Shipping Policy

    Shipment time


    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 will be delivered as follows:

    • Nairobi County within 4 hours
    • Greater Nairobi Metropolitan Area within 6 hours
    • 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 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.

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

    For up country 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 contact you via email or telephone.

    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 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.

    Location Estimated delivery time Shipment cost
    Nairobi County 4 hours Free
    Nairobi Metropolitan Area 6 hours Kshs XXX
    Rest of Kenya 24 hours Rates displayed at address selection
    Delivery delays can occasionally occur.

    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 immediately. Should this be noticed after the delivery agent has left then contact our call centre on 020 521 9999 or email at support@mydawa.com as soon as possible, and in any case within 24 hours of delivery.

    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.

    Need Help Ordering?

    Call us today on

    +254 20 521 9999

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