Frequently Asked Questions

Our online pharmacy is available 24 hours a day, 7 days a week for placing orders.

Our Contact Centre support team is also available 24/7 to assist with enquiries, orders, and follow-ups.

For orders placed between 8:00 am and 4:00 pm within Nairobi and its environs, we offer same-day delivery.

Orders placed after 4:00 pm, as well as out-of-town deliveries, will be delivered within 24 hours.

Once your order is dispatched, you will receive a notification via SMS and through your account dashboard. Our delivery rider will also contact you ahead of delivery.

If we encounter any delivery delays or challenges, we will notify you as early as possible.

At checkout, you may choose from the following options:

• In-store collection at our main offices in Eaton Place, Gigiri
• Home or office delivery to your preferred location via our approved delivery partners

Yes. For in-store collection, we can release your order to a third party only after receiving confirmation from you.

Confirmation can be sent via:

• SMS
• Email
• WhatsApp

This is done to protect your privacy and ensure safe handover.

• Orders above KES 10,000 qualify for free delivery
• Orders below this amount incur a delivery fee based on your location, which will be displayed at checkout

Yes. Once logged into your account, you can track your order status under "My Orders".

You will also receive SMS updates at key stages of the delivery process.

Your privacy is extremely important to us.

HealthX Dawa collects and processes personal information solely for the purpose of delivering healthcare services. This includes your name, contact details, and prescription information where applicable.

• Your information is accessed only by authorised personnel
• We do not sell or share your personal data with third parties for marketing purposes
• All health-related information is handled in line with doctor–patient confidentiality principles and Kenya's Data Protection Act

We use appropriate technical and organisational security measures to protect your data.

For full details, please refer to our Privacy Policy.

Yes. We work with selected insurance providers to allow you to use your health cover on HealthX Dawa.

To see the list of supported insurers, please visit our Prescription & Insurance page.

If your insurer is not yet listed, you may:

• Speak to your HR team (for corporate covers)
• Contact your insurance agent to request inclusion

Some orders require a valid prescription, while others are available over the counter (OTC).

If a prescription is required:

• You will be prompted to upload it during checkout, or
• You may be guided to book a doctor consultation through HealthX

Prescription medicines are only dispensed after pharmacist review and approval.

Yes. You may place both prescription and non-prescription items in the same order.

Non-prescription items may be processed immediately, while prescription items will be dispensed only after clinical verification. This ensures safety and regulatory compliance.

If a prescription cannot be approved, we will contact you to:

• Request clarification or an updated prescription
• Offer an alternative medication (where appropriate)
• Guide you to book a consultation

No prescription medicine will be dispensed without approval.

If an item is unavailable:

• We will notify you promptly
• Suggest a suitable alternative (where possible), or
• Arrange a refund or delayed delivery based on your preference

For safety reasons, medicines cannot be returned or exchanged once dispensed, unless:

• The item was delivered in error
• The product is damaged or expired

Please contact our support team immediately if this occurs.

Our Contact Centre is available 24/7 via:

• Toll Free: 0800 720 795
• WhatsApp: 0718 714 810
• Email: pharmacy@healthxafrica.com

We are happy to help with orders, prescriptions, deliveries, and general enquiries.