1. Delivery Areas

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We deliver medical equipment across Kenya.

• Nairobi & surrounding areas – Same‑day or next‑day delivery for most in‑stock items.

• Major towns (e.g. Mombasa, Kisumu, Nakuru, Eldoret, Thika) – 1–3 business days.

• Other regions – 2–5 business days, depending on courier coverage.

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Some bulky or specialized equipment may be limited to selected routes and courier services. If your location is outside normal coverage, we will contact you to agree on an alternative delivery or pickup option.

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2. Shipping Timelines

Once you place an order and payment is confirmed:

• Order processing: 0–1 business day for most items.

• Dispatch: Orders confirmed before 2:00 pm are usually dispatched the same business day.

• Delivery:

  • Nairobi: 24–48 hours

  • Major towns: 1–3 business days

  • Other regions: 2–5 business days

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Delays may occur during weekends, public holidays, extreme weather, or courier disruptions. We will update you by SMS, call, or email if we expect any unusual delay.

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3. Shipping Costs

All shipping fees are shown in Kenyan Shillings (KES) at checkout.
Shipping cost depends on:

• Delivery location

• Size and weight of the item

• Order value

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General guidelines:

• Small items (e.g. thermometers, BP machines, oximeters): lower flat rate.

• Medium items (e.g. walkers, commodes, standard wheelchairs): standard courier rate.

• Bulky items (e.g. hospital beds, ICU equipment): special handling fee based on distance and access.

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Any extra charges (e.g. upstairs delivery, remote area surcharge) will be clearly communicated before we confirm your order.

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4. Tracking Information

After your order is dispatched, we will:

• Share a tracking number or reference where available, and/or

• Send SMS, WhatsApp, or email updates with delivery status.

You can also contact our support team with your order number to check the status of your delivery.

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5. Pickup Options

For customers in Nairobi, we may offer:

• Pickup from our office or partner pickup point (where available).

• Pickup times are usually Monday–Saturday during business hours.

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If you choose pickup at checkout, we will send you:

• Exact pickup location

• Available pickup times

• Contact person details

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Please bring your order confirmation and a valid ID when collecting your items.

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6. International Shipping

At the moment, our service is focused on deliveries within Kenya.

• International shipping is not guaranteed and may only be arranged on a case‑by‑case basis.

• If you are outside Kenya and interested in our products, please contact us before placing an order so we can confirm if shipping is possible and share an estimated cost and timeline.

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7. Damaged, Delayed, or Lost Shipments

We work with trusted couriers, but issues can still occur. Please:

• Inspect your package on delivery.

• If you notice visible damage, note it with the rider/courier and contact us immediately.

• For missing or delayed orders, reach out to us with your order number so we can follow up with the courier.

Where applicable, we will repair, replace, or refund according to our Returns Policy and the condition of the item.

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8. Changes to This Shipping Policy

We may update this Shipping Policy from time to time to reflect changes in our operations, courier partners, or legal requirements in Kenya.

• Any updates will be posted on this page with a revised “Last Updated” date.

• Continued use of our website and services after changes are posted means you accept the updated policy.

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9. Contact Us

If you have any questions about shipping, delivery times, or costs, please contact us:

• Phone: 0725 978927

• Email: info@viacare.co.ke

• Location: Nairobi, Kenya

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Our support team is happy to help you choose the best delivery option for your medical equipment needs.