Shipping policy

Shipping Policy for Kings and Queens Medics

1. Working Hours

We strive to process and dispatch orders promptly to ensure timely delivery:

  • Nairobi County:

-Orders placed between 9:00 AM and 6:00 PM: Delivery within 4 hours.

-Orders placed after 6:00 PM: Delivery by 10:00 AM the following day.

  • Greater Nairobi Metropolitan Area:

-Orders placed before 6:00 PM: Delivery within 6 hours.

-Orders placed after 6:00 PM: Delivery by midday the next day.

  • Rest of Kenya:

-Orders placed before 6:00 PM: Delivery within 24 hours.

-Orders placed after 6:00 PM: Delivery within 36 hours.

2. Order Confirmation and Tracking

  • Upon placing an order, you will receive a confirmation via SMS or email containing your order number.
  • If you do not receive a confirmation, please note that your order may not have been processed.
  • A dispatch notification will be sent once your order leaves our facility.
  • Our delivery personnel will contact you to confirm delivery details.

3. Delivery Services

  • For deliveries outside Nairobi, we partner with reputable courier services to ensure secure and timely delivery.

4. High Volume Periods

  • During peak times, there may be slight delays.
  • We will inform you via email or phone if such delays occur.

5. Payment Methods

  • Credit and Debit Cards:

-Orders paid with credit or debit cards will be processed upon successful authorization of the payment.

-For your safety, all card transactions are encrypted and comply with PCI DSS standards.

-Ensure that the billing address entered matches the one associated with your card to avoid delays in processing.

-Refunds for card payments will be credited back to the original payment method and may take 5-10 business days, depending on your bank.


  • Cash: 

-Cash payments are not accepted for in-person orders or deliveries.


  • Pay-on-Delivery via M-Pesa:

-Available exclusively within Nairobi County.

-Please ensure your M-Pesa account has sufficient funds before the delivery agent arrives.

-The payment process involves entering your M-Pesa PIN to complete the transaction.

Note: Sealed items cannot be opened before payment.


  • General Notes:

- In case of failed deliveries (e.g., incorrect address or unavailable recipient), additional delivery charges may apply for rescheduling.

-For any issues related to payments, please contact our customer support team immediately.


6. Prescription Orders

  • The recipient must be present to receive the order to receive counseling on medication administration and to hand over the original prescription to our delivery personnel.
  • This is a legal requirement for the dispensation of prescription medications.

7. Shipping Rates

  • Nairobi Metropolitan: 

-Free shipping for all orders made in Kings and Queens, Kileleshwa; delivery within 4 hours.

  • Outside Nairobi metropolitan area:

-Shipping rates will be displayed at the time of address selection.

-Delivery within 24 hours for orders placed before 6:00 PM.



8. Delivery Delays

  • While we strive for prompt delivery, unforeseen delays may occur.
  • We apologize for any inconvenience and will keep you informed of any significant delays.

9. Damages

  • Please inspect your order upon receipt.
  • If there are any damages, inform the delivery agent immediately.
  • For further assistance, contact us at +254 710810172 or email us at contact@kings-and-queens.co.ke.
  • Retain all packaging materials and damaged goods for any claims.

10. International Shipping Policy

  • Currently, we do not ship outside of Kenya.

11. Returns Policy

  • For details on returns, please refer to our [Returns Policy Document].

Compliance with Kenyan Regulations

Our shipping practices comply with the Kenya National eHealth Policy (2016-2030), which aims to enhance service delivery through the adoption of information technology in the health sector.

Additionally, we adhere to the Data Protection Act to ensure the confidentiality and security of your personal health information.




Contact Information

  • Kings and Queens Medics
    Gatundu Rd Nairobi, Kenya [Map]
    Email: contact@kings-and-queens.co.ke
    Phone: +254 710810172
  • By implementing this shipping policy, Kings and Queens Medics ensures transparency and clarity regarding the delivery of medications and services to our valued customers.

ver. 20250130