Customer care
Delivery Policy
How delivery and pickup work, including fees, timing, and customer responsibilities.
Delivery coverage
Liyoh supports delivery to selected Nairobi and nearby areas, plus pickup where enabled. Areas and fees shown at checkout may be updated from admin settings.
Delivery fees
Delivery fees are shown at checkout. Nairobi areas may have a standard fee, while “Other” areas may have a higher fee. Free delivery thresholds, if offered, are subject to active settings and promotions.
Delivery timing
Delivery time depends on payment verification, prescription review, stock availability, order volume, rider availability, weather, traffic, and customer location. Orders placed late in the day may be prepared the next working period.
Customer contact
Please keep your phone reachable after ordering. A pharmacist, support team member, or rider may contact you to verify payment, prescription details, substitutions, location, or delivery availability.
Address accuracy
Customers are responsible for giving a clear address, estate/building name, house or office number where applicable, nearby landmark, and reachable phone number. Delivery delays caused by incomplete address details are not the responsibility of Liyoh.
Failed delivery
If the rider cannot reach you, the order may be returned to the pharmacy. Redelivery may attract an additional fee. Prescription or temperature-sensitive items may require extra handling decisions by pharmacy staff.
Pickup orders
For pickup, wait for confirmation that the order is ready. Bring your order number and phone number. Prescription items may require verification before release.
Damaged or incorrect items
Report damaged, missing, or incorrect items as soon as possible after delivery or pickup. Keep the packaging and receipt/order number for review.
Liyoh supports delivery to selected Nairobi and nearby areas, plus pickup where enabled. Areas and fees shown at checkout may be updated from admin settings.
Delivery fees
Delivery fees are shown at checkout. Nairobi areas may have a standard fee, while “Other” areas may have a higher fee. Free delivery thresholds, if offered, are subject to active settings and promotions.
Delivery timing
Delivery time depends on payment verification, prescription review, stock availability, order volume, rider availability, weather, traffic, and customer location. Orders placed late in the day may be prepared the next working period.
Customer contact
Please keep your phone reachable after ordering. A pharmacist, support team member, or rider may contact you to verify payment, prescription details, substitutions, location, or delivery availability.
Address accuracy
Customers are responsible for giving a clear address, estate/building name, house or office number where applicable, nearby landmark, and reachable phone number. Delivery delays caused by incomplete address details are not the responsibility of Liyoh.
Failed delivery
If the rider cannot reach you, the order may be returned to the pharmacy. Redelivery may attract an additional fee. Prescription or temperature-sensitive items may require extra handling decisions by pharmacy staff.
Pickup orders
For pickup, wait for confirmation that the order is ready. Bring your order number and phone number. Prescription items may require verification before release.
Damaged or incorrect items
Report damaged, missing, or incorrect items as soon as possible after delivery or pickup. Keep the packaging and receipt/order number for review.