Shipping Policy
Last updated: April 1, 2026
1. Delivery Areas
Our Mall Pharmacy currently delivers across the greater Nairobi metropolitan area. We are expanding to Mombasa, Kisumu, and Nakuru soon.
Nairobi Zones & Estimated Delivery Times
| Zone | Estates Covered | Est. Time | Cost |
|---|---|---|---|
| Westlands | Westlands, Parklands, Highridge, Kangemi | 30 min | KES 150 |
| Kilimani | Kilimani, Hurlingham, Yaya, Ngong Road | 25 min | KES 150 |
| Nairobi CBD | CBD, Upper Hill, Community | 35 min | KES 100 |
| Karen | Karen, Lang'ata, Hardy, Ngong | 45 min | KES 250 |
| Eastlands | Buruburu, Donholm, Umoja, Embakasi | 50 min | KES 200 |
| Greater Nairobi | Other areas within Nairobi County | 60-90 min | KES 300 |
2. Free Delivery
Orders above KES 2,000 qualify for free delivery across all Nairobi zones. This is automatically applied at checkout — no promo code required.
3. Delivery Hours
- Monday - Friday: 8:00 AM - 8:00 PM
- Saturday: 9:00 AM - 6:00 PM
- Sunday: 10:00 AM - 4:00 PM
- Public Holidays: 10:00 AM - 2:00 PM
Orders placed outside delivery hours will be processed and dispatched on the next available delivery window.
4. Order Tracking
Once your order is dispatched, you will receive an SMS and email with a tracking link. You can also track your order from your account dashboard or by visiting the Track Order page on our website.
5. Delivery Requirements
- Someone must be present at the delivery address to receive the order
- For prescription medicines, the recipient may need to verify their identity
- If you are unavailable, our rider will attempt to reach you by phone. After 2 failed attempts, the order will be returned and a re-delivery fee may apply
6. Cold-Chain Products
Products requiring cold storage (e.g., insulin, certain vaccines, probiotics) are transported in insulated packaging with cold packs to maintain the required temperature range. These items are prioritized for same-day delivery.
7. Prescription Delivery
Prescription orders undergo pharmacist review before dispatch. This may add 15-30 minutes to the delivery estimate. Once reviewed and dispensed, the order follows normal delivery timelines.
8. Contact
For delivery inquiries, contact us at ourmallpharmacy@gmail.com or call +254 722 390 003.