Frequently Asked Questions

Delivery is within 24 hours of placing your order. If it will take longer than that, we'll reach out to let you know before your expected delivery time.

Once your order is placed, you'll receive an order confirmation with a tracking link. You can also check your order status any time from the Cart page if you're signed in.

We currently deliver to our two branch areas and their surrounding neighborhoods. If you're unsure whether we cover your location, reach out via WhatsApp or the consultation page and we'll confirm.

Go to the Upload Prescription page, either attach a photo of your prescription or type in the details directly, and fill in your contact information. Our pharmacists will review it and reach out to confirm before we prepare your order.

No — prescription-only medicines legally require a valid prescription from a licensed physician. If you don't have one, you can book a consultation with one of our partner doctors through the Consult an Expert page.

Most prescriptions are reviewed within a few hours during business hours. You can check the status any time using the phone number lookup on the Prescription page.

We accept cash on delivery and M-Pesa. Card payments are coming soon.

We're still rolling out online payment options — for now, payment is confirmed in person or via M-Pesa at the point of delivery or in-store pickup.

Yes. Samers Pharmacy is licensed by the Pharmacy and Poisons Board of Kenya, and all our stock is sourced from verified, licensed suppliers and manufacturers.

For safety and regulatory reasons, medicines cannot be returned once dispensed unless the item is faulty, damaged, or incorrect. If there's an issue with your order, contact us within 48 hours of delivery and we'll make it right.

You can browse and check out as a guest. Creating an account lets you track past orders, save your details for faster checkout, and follow up on prescriptions more easily.

Password reset is coming soon. In the meantime, contact us via WhatsApp or email and our team can help you regain access to your account.