Shipping Policy


Thank you for visiting and shopping on 254 Healthy Family, the following are the terms and conditions that constitute our Shipping Policy.

Shipping Policy

You will receive an order confirmation on your mobile phone with the order number. If you do not receive the order number, then your order has not been confirmed by our system. There will also be a confirmation on the website under "your orders" section.

You will receive a notification when your order has been dispatched. Our delivery rider will also contact you to confirm delivery.

For upcountry deliveries, these will be made by Fargo Courier

If we are experiencing a high volume of orders, shipments may be delayed. If this is the case, we will endeavour to contact you via email or telephone.

Payment Method

After reviewing your order with our delivery agent, you will be able to pay via mobile money (specifically M-pesa). The payment process is very smooth as you only need to use m-pesa till number to complete the transaction.


Please ensure to load your M-pesa prior to the delivery agent getting to your location. Ensure you are available to pick up your order as the delivery agent has only a 5-minute window before they proceed with other orders. Please note that sealed items cannot be unsealed before you pay.


Pay-on-delivery restriction: This only applies to deliveries within kayole.  


For Prescription Orders:

Please ensure you personally receive your order to receive any counselling on medicine administration and handover the original prescription to the delivery rider as you receive up your order. We remind you that this is a legal obligation for the receipt of all prescription-only medication.

Shipping rates


Shipping charges for your order will be calculated and displayed at checkout.

Delivery delays can occasionally occur.

Order confirmation & tracking


You will receive an Order Confirmation SMS or email once your order has been accepted by our system. This number can be used if you have any queries regarding your order delivery.




Please confirm all orders are complete and in good condition on receipt of your package. In the unlikely event that your order arrives damaged, please inform the delivery agent before they leave. Should you need any support or clarification, please contact us on 0104361202 or email at 

Please save all packaging materials and damaged goods before calling.

International Shipping Policy

We currently do not ship outside of Kenya.

Returns Policy

Our Returns Policy provides detailed information about options and procedures for returning your order.

For Insurance Orders:

Ensure you personally receive your order to receive counselling on medicine administration and process your biometrics against your insurance card. In addition, please handover the original prescription and Claim Form to the rider. Without both the original prescription and claim form, your insurer may decline to cover your medication.