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We’ve compiled a list of the top questions asked by our customers. In case you can’t find what you’re looking for, you can either use our contact page or speak to a member of our Customer Care team on +254720228965 (Mon – Fri 8am – 5pm).
General Questions
Medicine Questions
Ordering from Hemlock
Delivery Questions
What About Insurance
General Questions
- What are your hours of operation?
We offer both website https://www.hemlock.co.ke and in-store pick up of your orders. Our website services are available 24 hours 7 days a week.
Customer Care Line: +254720228965
- How long do I have to wait to get my delivery?
Our goal is to have your medications delivered to you same day after we receive your prescription / order.
A typical order can take 1 – 2 working days from you placing your order to your package being delivered. This includes the time to order and receive the prescription / order from you, check and dispense your medication and have it delivered to your door.
Notes about shipping:
- Orders that contain certain controlled substances must be supported by a valid prescription from you doctor.
- Medications that require temperature control are sent overnight via our select courier services providers at no extra cost to you.
Are there any additional fees associated with order delivery?
In line with our commitment to making health care accessible, we offer free delivery for qualifying orders. For all other orders, we maintain a minimal fee to keep our services within reach of as many customers as possible. At Hemlock, your wellness is our priority, and we strive to deliver the care you need.
- How do I return an item?
If you would like to return an item, please notify us within 3 days of your order being delivered. You then have a further 4 days to return the item back to us. This gives you a maximum of 7 days in total to return an item.
You can contact us by completing the form on our contact us page. Alternatively, you can notify a member of our Customer Care team on +254720228965.
Please note that we are unable to accept returns for the following items unless they are damaged or faulty:
- Perishable items.
- Baby Milks
- Unsealed items with a protective seal due to health protection or hygiene reasons.
- Medicinal products or services that are either dispensed on prescription or are available free (samples)
- Medicinal products that are approved by the Pharmacy team.
Read our return policy here.
Medicine Questions
1. Are medications available at Hemlock Pharmacy of good quality?
Yes, we offer quality medicines and medical supplies. We source from accredited suppliers; comprising of local and foreign pharmaceutical manufacturers, importers, warehousing agencies, distributors & wholesale pharmacies. All of which are regulated through pre-market approval and post-market surveillance by the PPB supported by testing from several quality control laboratories (QCL) such as the PPB-QCL, national quality control laboratory (NQCL), Mission for Essential Drugs and Supplies (MEDS-QCL), and Kenya Medical Supplies Authority (KEMSA-QCL). NQCL and MEDS-QCL are laboratories that have been accredited by the WHO.
2. Why do the pills I ordered from Hemlock Pharmacy look different from those I get from my local pharmacy?
We stock both branded and generic drugs at our pharmacies. Branded medicines at our we stock are similar to those of other pharmacies.
Generic drugs are not allowed to look exactly like any other drugs being sold due to trademark laws. Although the generic drug must have the same active ingredient as the brand-name drug, the color, flavor, additional inactive ingredients, and shape of the medication may be different. But the drug will still have the same overall effects as a different-looking brand name version.
3. Is it secure to use Generic Drugs?
Generic drugs use the same active ingredients as their brand-name counterparts and, therefore, have the same risks and benefits.
About half of all generic drugs are made by brand name companies. They may make copies of their own medications or another company’s brand name drugs and then sell them without the brand name.
4. How do I know which products require a prescription?
Prescription drugs (or legend drugs) are drugs that require a prescription because they are considered to be potentially harmful if not used under the supervision of a licensed health care practitioner. Certain prescription drugs have additional controls placed upon them.
You can contact us by completing the form on our contact us page. Alternatively, you can get in touch with a member of our Customer Care team on +254720228965.
5. What does my prescription need to have?
For a pharmacist to dispense a controlled substance, the prescription must include specific information to be considered valid:
- Date of issue.
- Patient’s name and address.
- Patient’s date of birth.
- Clinician name, Registration number.
- Drug name.
- Drug strength.
- Dosage form.
- Quantity prescribed.
Ordering from Hemlock
- How do I order from Hemlock Pharmacy?
If you’re new to buying pharmacy items online, here’s a quick guide on how to shop with us. If you have any questions, or would like to place your order over the phone, you can speak to our Customer Care team on +254720228965.
Finding your items
When you land on the homepage https://www.hemlock.co.ke/, the fastest way to find what you’re looking for is by using the search box which is located centrally at the top of the page. Here you can find your product by typing in the product, brand or the condition you want to treat
If you’re looking to browse a range of items, use the top navigation bar located just below search box. Here you’ll find products separated by their relevant departments and you’re only a quick click away from finding a relevant range of products
On our home page you’ll also be able to view a selection of special offers or for more deals, head over to the Daily Deal Of The Day page
To checkout
Once you’ve found the items you’re looking for you can select the quantity using the plus and minus signs and then click the ‘add to basket’ button and adding an item to your shopping basket
Click on the shopping basket icon which is always located in the top-right hand corner (to the right of the search box and Sign up/in button). Here you can view the items in the basket and their total cost. You can increase or decrease the quantity you’ve ordered and remove any products you don’t want to purchase
If you’re not quite done, you can continue shopping by clicking off the basket drop-down menu (anywhere on the screen). Your items will remain in your basket until you’re ready to order
Once your ready to order, click on the ‘Check Out’ button. This will take you through to the checkout area where you can complete your order
Making a payment
In order to make a payment, you’ll need to sign in to your Hemlock Pharmacy account. Don’t worry if you’re not already signed up, there’s an option to create an account which is free and should only take a couple of minutes
Once signed in, we’ll need some further details to process your order such as the delivery and billing address. Saving your details also allows us to make your next visit to https://www.hemlock.co.ke/ even smoother.
You can also enter a discount code if you have one
The next screen presents you with a summary of your order, including details on any discounts and delivery charges
If you’re ordering over the counter pharmacy medication, you’ll be asked further questions. This is a legal requirement, as it allows our pharmacists to check if you’ve selected the appropriate medication and confirm the dosage
You’ll then be taken to the confirmation screen with a final summary of your order. After checking the details are all correct, select a payment option. Payment can be made via a Mpesa, credit/debit card or PayPal
Once the payment details have been provided you’ll be sent an email with your confirmation number
Delivery Questions
Once your payment has been approved, you’ll be sent another email to confirm your order has been dispatched for delivery
1. What form of payment does Hemlock pharmacy accept?
We accept all major credit and debit cards. You can make a payment with Mpesa, Visa, Visa Debit, MasterCard, Mastercard Debit, American Express, JCB, and PayPal.
You can make a payment over the telephone by calling a member of our Customer Care team.
2. How is my order packaged?
Your order is delivered in either a plain and discreet cardboard box or envelope. Depending on the size and contents of your order your order may be delivered in batches.
3. What if I pay more than my final order value?
Any amount paid in excess remains in your account and can only be utilized when you make your next purchase from us.
To read out full terms and conditions, please click here.
4. How long do I have to wait to get my delivery?
We offer Same Day delivery on orders placed during the working hours (8am – 5pm) Monday to Friday.
If you place your order before the stated working hours, you will be eligible for the Next-Day Delivery service.
Orders made over the weekend and public holidays will be dispatched the next working day. If you place your order after the stated working hours or on a Sunday, then you will need to add an additional 1 working day to the delivery time-frame.
Alternatively, you can get in touch with a member of our Customer Care team on +254720228965.
What are standard delivery charges?
What About Insurance
What if my insurance does not cover my medication?
Do I need anything else for my insurance order?
Can I order medicine on behalf of my dependents?
What if I do not have enough money on my insurance card to pay for my authorized medication?
What do I need to receive my medication?
Haven’t found an answer to your query?
Contact us