Frequently asked questions

We have a 7-day online presence. Support for the contact center is offered from Monday through Saturday from 08:00 am to 5.00 pm. Deliveries will be made every day from Monday to Saturday from 8 am to 5 pm.

For deliveries within Nairobi, Monday through Saturday, if you place your order between 8:00 am and 5:00 pm, it will be delivered within 7 hours. If you order after 5 p.m., delivery will take place the next day. Deliveries are made for orders outside of Nairobi after 24 hours.

When delivery is complete and ready for pickup, a confirmation will be sent to your cell phone.

In an emergency, our online store might not have the necessary solution.

With other platforms, you have quite a few avenues to save on your purchases of any products:

Imagine a world without transaction charges! That is us at Orion Pharmacy. We will cover all your MPESA charges. You will only pay for what you have purchased. Plus you can redeem your loyalty pointson your next purchase.

*Free Deliveries – For deliveries made within Nairobi.

Your security and privacy are very important to us at Orion Pharmacy. Your name, address, email address, and credit card information are all considered to be secret by us, and we never divulge them to any other person or business. It is only used by our authorized staff to complete your order.

Please be aware that doctor-patient privilege rules apply to whatever information you disclose to us. In order to prevent unauthorized access to your personal information, we use the most advanced electronic security methods and strong firewalls to protect our servers. For additional information on these policies, kindly click here.

we have partnered with major insurance providers in Kenya. You can purchase all your prescribed medication using insurance
.

To know about our Return and Refund policy, please click here.

Yes. The drugs you buy from our online pharmacy are of the best possible quality. We only use top-notch, well-known pharmaceutical manufacturers to supply both prescription and over-the-counter medicines. They are created in factories that adhere to WHO-GMP (Good Manufacturing) Standards, and they are blister-packaged and factory-sealed.

The brand-name version of a generic drug cannot appear exactly like the brand-name equivalent, according to trademark laws. Even though each of the pills you received were generic and had the exact same active ingredient(s) and function, they did not appear the same as their branded counterparts.

Use of generic medications is it safe?

Yes, all of our generic medications are bought from reputable suppliers, so they adhere to strict guidelines and standards for strength, security, and quality. Generic medications must, by law, be bioequivalent to their brand-name equivalents.

The ordering process is very simple:

1. Select the product and add to cart.
2. You may be required to register with Orion Pharmacy if you haven’t done so already.
3. Choose home/office delivery or a collection point of your convenience. Select one that is near your home or place of work.
4. For your first order, please  create an address. This address will be saved or used on subsequent orders.
5. Choose a convenient way to pay.
6. Complete your order. You will receive an sms with an order number.
7. For a collection point deliver, we will notify you via sms when your order has been delivered and ready for collection

Orion Pharmacy accepts the following forms of payment:

1. Mpesa Pay Bill
2. Mpesa Online

Pharmaceuticals and other healthcare goods are available at Orion Pharmacy in a variety of strengths. If you can’t find what you’re looking for, we will send you a text or email when it becomes available to let you know.

Orion Pharmacy packages your order with the utmost care. In order to ensure that your product reaches you safely, everything will be packaged securely in a tamper-evident bag and labeled with your name.

If the product you bought costs less than the price you paid for it, the difference will be credited to your account, which you can use to make future purchases.

Your order will be delivered within four hours if you place it for delivery within Nairobi between the hours of 8:00 am and 8:00 pm. from Sunday to Monday. Orders placed after 8 p.m. will be delivered by 10 a.m. the following day. Additionally, orders placed outside of Nairobi are delivered after 24 hours.

Your cell phone will receive a confirmation when the delivery is finished and ready for pickup.

Our online store might not carry the essential remedy in an emergency.

Your orders from Orion Pharmacy will be delivered to a pharmacy of your choice. To view the locations, click here. In contrast, if you select home or office delivery, they will be brought immediately to your door.

Deliveries inside Nairobi and a few of the nearby towns will be made at no additional cost. Before you submit your payment for upcountry orders, the fees will be shown on the summary page.

Through short messaging services on your mobile phone, we will keep you updated while your order goes through processing and delivery.

Orders may be cancelled at any point during the ordering process, but they cannot be changed once you have confirmed and checked out.

You won’t be able to cancel your order once you’ve confirmed and checked out because it will have already been sent. Before finalizing, double-check the goods in your cart.

We can deliver to a new address at your request if your order hasn’t been sent out yet. You can phone us at +254 20 521 9999, chat with us online, or send an email to support@orionpharmacy.com if you want to learn more.

The tamper-proof seal on your order should still be in place when you pick it up. Additionally, you can confirm the legitimacy of your purchase by:

1. Using the built-in scanner of the mobile application to read the QR code
2. By texting 70077 the hidden code that was disclosed after the seal was broken.
3. By keying in the secret number in the web portal’s and mobile application’s confirm your medicines field

At your collection location, you must present one of the following:

Original copies of your prescriptions (required for medications on a prescription basis) and/or delivery confirmation SMSs with the order number.