Shipping Policy
Thank you for visiting and shopping on Kulal International Limited T/A QPharm, the following are the terms and conditions that constitute our Shipping Policy.
Policy
Working Hours
At QPharm we aim to dispatch all orders as quickly as possible to ensure that all orders made between 8:00 am and 8.00 pm your purchase are delivered as follows:
- Nairobi County - within three (3) hours
- Nairobi Metropolitan - within six (6) hours (For Orders placed past 6.00pm, delivery will be made the following day by 12.00 noon).
- Rest of Kenya - within 24 hours
For orders made after 8.00 pm, delivery will be done as follows:
- Nairobi County -- the following day by 10.00 am.
- Nairobi Metropolitan - delivery will be made the following day by 12.00noon.
- Rest of Kenya - within 36 hours
You will receive an order confirmation on your mobile phone with the order number. If you do not receive the order number, then your order has not been confirmed by our system. There will also be a confirmation on the website under "your orders" section.
You will receive a notification when your order has been dispatched. Our delivery rider will also contact you to confirm delivery.
For upcountry orders, delivery will be made by Courier, Wells Fargo or G4S.
Shipments/deliveries may be delayed if we receive a high volume of orders. In such a case, we shall contact you via email or telephone to update you accordingly.
Payment Method
After receiving and reviewing your order with our delivery agent, you will make payment via mobile money (specifically Mpesa). The payment process is very smooth as you will only need to enter your MPESA pin to complete the transaction.
Please ensure to load your Mpesa prior to the delivery agent getting to your location. Ensure you are available to pick up your order as the delivery agent has only a 5-minute window before they proceed with other orders. Please note that sealed items cannot be unsealed before making payment.
Pay-on-delivery restriction: This only applies to deliveries within Nairobi.
For Prescription Orders:
Please ensure you personally receive your order to receive any counselling on medicine administration and handover the original prescription to the delivery rider as you receive up your order. We remind you that this is a legal obligation for the receipt of all Prescription - Only Medication.
For Insurance Orders:
Ensure you personally receive your order to receive counselling on medicine administration and process your biometrics against your insurance card. In addition, please handover the original prescription and Claim Form to the rider. Without both the original prescription and claim form, your insurer may decline to cover your medication.
Shipping rates
Shipping charges for your order will be calculated and displayed at checkout.
| Location | Estimated delivery time | Shipment cost |
|---|---|---|
| Nairobi County orders below Ksh2,500.00 | 3 hours | To be advised |
| Nairobi County orders above Ksh2,500.00 | 3 hours | To be advised |
| Nairobi County - Medical Insurance Orders | 3 hours | To be advised |
| Rest of Kenya | 24 hours | Rates displayed at address selection |
Order confirmation & tracking
You will receive an Order Confirmation SMS or email once your order has been accepted by our system. This number can be used if you have any queries regarding your order delivery.
Damages
Please confirm all orders are complete and in good condition on receipt of your package. In the unlikely event that your order arrives damaged, please inform the delivery agent before they leave. Should you need any support or clarification, please contact us on 0790682161 or email: qpharm@gmail.com
Please save all packaging materials and damaged goods before calling.
International Shipping Policy
We currently do not ship outside of Kenya.
Contact us
Kulal International Limited
sales@kulal-international.com.
This document is dated 12th April 2024.