Frequently Asked Questions

Quick Answers to Common Questions

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📦 Ordering Questions

Q: How do I place an order?

A: You can place orders through our website, via WhatsApp at +254 110962670, or by calling us directly. Online orders require payment confirmation before processing.

Q: Can I modify or cancel my order after placement?

A: Orders can be modified or cancelled within 2 hours of placement, provided they haven't entered the processing stage. Contact us immediately for assistance.

Q: Do I need a medical license to purchase products?

A: Most general medical supplies like PPE and basic equipment don't require a license. However, certain prescription medical devices and specialized equipment may require appropriate certification.

Q: Are your prices inclusive of VAT?

A: Yes, all prices displayed on our website are inclusive of VAT where applicable. The final amount you see is what you pay.

🚚 Shipping & Delivery

Q: How long does delivery take?

A: • Nairobi CBD: 1-2 business days
• Other major towns: 2-4 business days
• Remote areas: 3-7 business days
Processing time: 1-2 business days after payment confirmation

Q: Do you offer same-day delivery?

A: Yes, we offer same-day delivery for Nairobi CBD areas for orders placed before 11:00 AM. Additional express delivery charges apply.

Q: Can I track my order?

A: Yes, all orders come with tracking numbers. You'll receive SMS/email updates throughout the delivery process.

Q: What if I'm not available during delivery?

A: Our delivery team will contact you before arrival. If unavailable, they'll attempt two more deliveries. After three failed attempts, the order will be returned and restocking fees may apply.

💳 Payment Methods

Q: What payment methods do you accept?

A: We accept: • M-Pesa: 0110962670
• Bank Transfer: Account 1299890504
• Cash on Delivery (Nairobi areas only)

Q: Is Cash on Delivery available in my area?

A: COD is available in Nairobi CBD and selected suburbs only. Maximum COD order value is KES 50,000.

Q: How do I confirm my M-Pesa payment?

A: After making payment, forward the confirmation message to our WhatsApp (+254 110962670) or email (support@mnmmedicalsupplies.co.ke) with your order number.

Q: Are my payment details secure?

A: Yes, we take payment security seriously. We don't store sensitive payment information on our servers and use secure payment processing methods.

🔄 Returns & Refunds

Q: What is your return policy?

A: We offer 14-day returns for eligible items and 7-day returns for medical devices. Products must be unused, in original packaging with all tags attached.

Q: Which items cannot be returned?

A: For health and safety reasons, we cannot accept returns on: • Opened medical consumables
• Personal protective equipment (PPE)
• Sterile medical products
• Prescription medical devices

Q: How long do refunds take?

A: • M-Pesa refunds: 1-2 business days
• Bank transfers: 5-7 business days
• Refund processing: 3-5 business days after we receive returned items

Q: Who pays for return shipping?

A: We cover return shipping for faulty products, wrong items, or damaged deliveries. Customers cover shipping for change of mind returns.

🏥 Product Information

Q: Are your medical products certified?

A: Yes, all our products are sourced from reputable manufacturers and comply with relevant Kenyan medical device regulations and international standards where applicable.

Q: Do you provide product training or support?

A: We provide basic operational guidance for general products. For specialized medical equipment, we recommend professional training and can connect you with manufacturer support.

Q: Can I request a product that's not on your website?

A: Yes, we can source specific medical products upon request. Contact us with the product details and we'll check availability and pricing.

Q: Do you offer bulk discounts for hospitals/clinics?

A: Yes, we offer competitive pricing for bulk orders from medical institutions. Contact our sales team for customized quotations.

📞 Contact & Support

Q: What are your customer service hours?

A: Monday - Friday: 8:00 AM - 5:00 PM
Saturday: 9:00 AM - 2:00 PM
Sunday: Closed

Q: Can I visit your physical location?

A: Yes, we welcome visits at our Nairobi CBD location:
Gaberone Plaza, Shop F8, Gaberone Road, 9th floor, Nairobi CBD, Kenya

Q: How quickly do you respond to inquiries?

A: We respond to all inquiries within 24 hours during business hours. WhatsApp messages typically receive faster responses.

Q: Do you serve customers outside Kenya?

A: Currently, we only serve customers within Kenya. We're exploring options to expand our services regionally.

Still Have Questions?

We're here to help! Contact our support team for personalized assistance.

Business Address:
Gaberone Plaza, Shop F8, Gaberone Road, 9th floor, Nairobi CBD, Kenya

Last Updated: December 2024 | This FAQ is regularly updated with new information.