Frequently Ask Questions
The Pharmalink website is accessible 24/7, allowing you to browse and place orders at any time. For customer support, we are available Monday through Sunday from 8:00 AM to 10:00 PM to assist with any questions or concerns.
If you place an order between 8:00 AM and 8:00 PM within Nairobi, Pharmalink ensures delivery within 4 hours. Orders placed after 8:00 PM will be delivered by 10:00 AM the next day. For orders outside Nairobi, delivery may take up to 24 hours depending on location.
You will receive a notification via email or SMS when your order is dispatched, and a delivery rider may contact you to confirm details.
Yes, Pharmalink works with multiple insurance providers to make medication purchases as seamless as possible. If your insurance plan is not listed yet, we encourage you to contact your insurer to explore options for compatibility with our platform.
How do I return an item?
Pharmaink offers a straightforward return process for any concerns with your order. Please review our return policy here for detailed instructions.
Medicine Questions
Absolutely! Pharmalink only sources medications from licensed and reputable manufacturers. Both prescription and over-the-counter drugs meet Good Manufacturing Practices (GMP) and undergo strict quality checks to ensure safety and effectiveness.
Generic medications available on Pharmalink are equally safe, effective, and high quality as their branded counterparts. They contain the same active ingredients and meet all regulatory standards, often at a more affordable price.
Your prescription must include the following details:
- Current date
- Doctor’s name and signature
- Patient details (name, age)
- Clear medication details: name, dosage, and duration
When placing an order on Pharmalink, simply use the upload option at checkout to attach a valid prescription. If you face any issues, our support team will be happy to assist.
Insurance
At Pharmalink, we collaborate closely with doctors and insurance providers to facilitate approvals. If a medication is not covered, we will notify you and provide alternative payment solutions, ensuring accessibility.
Yes, Pharmalink allows you to add dependents to your account and order for them. You’ll just need to provide their insurance or prescription details when placing the order.
To collect your order, you will need:
- An original copy of the prescription
- Relevant insurance details or payment confirmation
- Identity verification (e.g., ID or SMS code)
Ordering and Payment
Ordering on Pharmalink is simple:
- Browse products and add items to your cart.
- Upload a valid prescription (if required).
- Provide your delivery details.
- Choose a payment option.
- Confirm your order. You will receive an SMS/email notification with updates.
We accept:
- Mobile money services (e.g., M-Pesa)
- Visa and MasterCard debit/credit cards
- Approved insurance providers
- Flexible payment options like short-term loans
Delivery
For orders within Nairobi, delivery is FREE for purchases over Ksh 2,500. For orders below this amount, a standard delivery fee of Ksh 99 applies. Delivery fees for locations outside Nairobi will be displayed during checkout.
Once your order is dispatched, Pharmailnk will send you an SMS and email confirmation with tracking details. A delivery rider may also contact you directly for updates.
