Help Centre
Frequently Asked Questions
Find quick answers to the most common questions about ordering, delivery, prescriptions, and using MedMarket. Can’t find what you need? Contact us directly.
🛒
Ordering & Payments
How do I place an order on MedMarket?
Browse our products, add items to your cart, and proceed to checkout. You can also send your order or prescription directly via WhatsApp for a personalised experience. See our full How to Order guide.
What payment methods do you accept?
We accept M-Pesa, Visa, Mastercard, and cash on delivery within select Nairobi zones. M-Pesa is the most popular and fastest payment method for our customers.
Can I change or cancel my order after placing it?
Yes, if the order has not yet been dispatched. Contact us immediately via WhatsApp or call +254 769 257 508 to modify or cancel. Once an order is dispatched, cancellation may not be possible.
🚚
Delivery & Shipping
How long does delivery take?
Same-day delivery is available within Nairobi for orders placed before 2:00 PM. Greater Nairobi areas take 1–3 business days, and the rest of Kenya takes 3–7 business days via courier. See full details on our Shipping & Delivery page.
Do you deliver outside Nairobi?
Yes. We ship to all major towns in Kenya including Mombasa, Kisumu, Nakuru, Eldoret, Thika, and Nyeri through trusted courier partners.
How can I track my order?
After dispatch, you’ll receive an update via WhatsApp or SMS with delivery details. You can also message us on WhatsApp with your order number for real-time updates.
📋
Prescriptions
How do I submit a prescription?
You can submit your prescription via our Submit a Prescription page using WhatsApp or email. Simply take a clear photo of the prescription and send it along with your contact details.
Do all products require a prescription?
No. Only prescription-only medicines (POM) require a valid prescription from a licensed healthcare provider. Over-the-counter (OTC) vitamins, supplements, personal care, and general health products can be purchased directly. Check our Prescription Policy for details.
Can a pharmacist advise me on my prescription?
Yes. Our licensed pharmacists are available during business hours to provide guidance on prescription medicines, dosage, interactions, and alternatives. Reach out via WhatsApp or visit our Kileleshwa pharmacy.
📦
Returns & Refunds
Can I return a product I purchased?
Returns are accepted for damaged, defective, or incorrectly dispatched items reported within 48 hours of delivery. Pharmaceutical products cannot be returned once dispensed due to safety regulations. See our full Returns & Refunds policy.
How do I get a refund?
Approved refunds are processed to the original payment method within 3–7 business days. For M-Pesa payments, refunds are sent directly to your registered number. Contact us with your order details and reason for the return.
Still Have Questions?
We’re always happy to help
Can’t find the answer you’re looking for? Our team is available on WhatsApp, email, and phone during business hours.