Welcome to The Hospital Warehouse. Below you’ll find answers to common questions about shopping with us. If you don’t find what you’re looking for, feel free to contact us at:
📞 +254 722 616 691 / +254 721 709 709
📧 lucia@thehospitalwarehouse.com | thehospitalwarehouse@gmail.com
1. Orders
Q1: How do I place an order?
You can place an order directly on our website by browsing our products, adding items to your cart, and checking out. If you need assistance, call or email us, and our support team will help.
Q2: Can I cancel or change my order?
Yes, orders can be canceled or modified within 2 hours of placing them. Once an order has been dispatched, it cannot be canceled but may be eligible for return (see our Return Policy).
Q3: Do you have a minimum order amount?
No, you can order any item available in our store without a minimum purchase requirement.
2. Payments
Q4: What payment methods do you accept?
We currently accept:
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M-Pesa
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Credit/Debit cards
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Bank transfer (on request)
Q5: Is it safe to pay online?
Yes. All payments are processed securely using encrypted payment gateways. We do not store your payment details.
3. Shipping & Delivery
Q6: How much is the delivery fee?
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Local pickups: Free of charge.
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Standard delivery within Kenya: KES 300.
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Fees may vary depending on product size, weight, or special handling requirements.
Q7: How long does delivery take?
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Within Nairobi: Same-day delivery for orders placed before [Insert Cut-off Time].
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Outside Nairobi: Up to 36 hours, depending on destination and courier service.
Q8: Do you deliver outside Kenya?
Currently, we only deliver within Kenya.
Q9: Can I track my order?
Yes. Once your order is dispatched, we will provide delivery updates and tracking details (if available from the courier).
4. Returns & Refunds
Q10: Can I return a product?
Yes, returns are accepted under the following conditions:
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Wrong item received
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Item was defective, damaged, or expired upon delivery
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Item is in its original packaging, unopened, and unused
Q11: How soon should I request a return?
You must contact us within 24–48 hours of receiving your order.
Q12: When will I receive my refund?
Refunds are processed within 1–3 business days after we inspect the returned product. The amount will be refunded to your original payment method.
Q13: What items are non-returnable?
For hygiene and safety reasons, certain items (e.g., consumables, injections, opened medical devices, or perishable items) cannot be returned unless defective, expired, or damaged on arrival.
5. Products & Authenticity
Q14: Are your products authentic?
Yes. We only stock products from trusted and verified suppliers. All items comply with Kenyan healthcare product regulations.
Q15: Do I need a prescription to buy from you?
We currently sell over-the-counter and general healthcare products. If a product requires a prescription, it will be clearly indicated.
Q16: How do I know which product is right for me?
We provide detailed product descriptions on our website. However, please consult a qualified healthcare professional before using any medical product.
6. Safety & Usage
Q17: Are your products safe to use?
Yes, but always follow the usage instructions provided with each product. If unsure, consult your doctor before use.
Q18: What should I do if I have an adverse reaction to a product?
Stop using the product immediately and seek medical help. Then contact us with your order details so we can investigate.
7. Contact & Support
Q19: How can I reach customer support?
You can contact us via:
📞 +254 722 616 691 / +254 721 709 709
📧 lucia@thehospitalwarehouse.com | thehospitalwarehouse@gmail.com
Q20: What are your working hours?
Our customer support team is available during normal business hours:
Monday – Saturday: 8:00 AM – 6:00 PM
(Sundays & public holidays closed, but urgent queries can be directed via email).