Nila Pharmaceuticals
Frequently Asked Questions
Find answers to common questions about our products and services
How Can We Help You?
Ordering & Products
Questions about placing orders, payment methods, and product availability
Shipping & Delivery
Information about delivery options, timelines, and order tracking
Returns & Refunds
Details about return policies, refund processes, and exchanges
Ordering & Products
We provide a comprehensive range of pharmaceutical and surgical products, including:
You can place an order through multiple convenient channels:
Online
Browse our website, add products to your cart, and proceed through checkout
Phone
Call our customer service at +254 790 964 489
In-Store
Visit any of our 20+ locations across Kenya
We accept various secure payment methods for your convenience:
Shipping & Delivery
Tracking your order is simple and convenient:
- Once your order is shipped, you'll receive a confirmation email with your tracking number
- Click the tracking link in your email or visit our order tracking page
- 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:
Standard Delivery
Same-day delivery within Nairobi (orders before 12PM)
1-2 business days for areas outside Nairobi
Free on Nairobi orders over KES 3,000
Nairobi Delivery: KES 250 | Outside Nairobi: KES 500
Store Pickup
Ready in 1 hour at any of our 20+ locations
Bring your order confirmation and ID
Always free
Returns & Refunds
We accept returns and exchanges under the following conditions:
Note: For safety and hygiene reasons, we cannot accept returns on prescription medications, personal care items, or opened products unless they are defective.
To initiate a return, follow these simple steps:
Contact Customer Service
Email support@nilapharm.com or call +254 790 964 489
Provide Details
Share your order number and reason for return
Receive Instructions
We'll email you return authorization and instructions
Return Item
Package securely and drop off at any Nila Pharmacy location
Refunds are processed within 5-7 business days after we receive your return.
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Still have questions?
Our customer support team is available to help you with any additional questions you may have about our products, services, or policies.
Our support team is available Monday to Saturday, 8:00 AM to 7:00 PM
