Frequently Asked Questions

Tracking your order is simple:

1. Once your order is shipped, you'll receive a confirmation email with your tracking number
2. Click the tracking link in your email or visit our Order Tracking page
3. Enter your order number to view real-time updates

For prescription medications, you may need to sign for delivery to confirm receipt.

We offer several delivery options to meet your needs:

We accept returns and exchanges under the following conditions:

• Items must be returned within 14 days of purchase
• Products must be unopened and in original packaging
• A receipt or proof of purchase is required
• Certain items like prescription medications cannot be returned for safety reasons

To initiate a return:

1. Contact our customer service team at nila@nilapharm.com or call +254 114 887 166
2. Provide your order number and reason for return
3. We'll email you a return authorization and instructions
4. Package the item securely and include the return form
5. Drop off at any Nila Pharmacy location or arrange for pickup

Refunds will be processed within 5-7 business days after we receive your return.