Help & Customer Care
Support Center
Frequently asked questions regarding medical supplies, machinery procurement, nationwide delivery, and warranty support.
Orders, Quotes & Payment
How do I place an order or request a quotation?
Add medical products to your cart and select Checkout via WhatsApp or request an official proforma invoice. Your itemized request will send directly to our sales team. You can also visit our Nairobi showroom at Scorpio Business Center, Munyu Rd, Nairobi, Kenya.
When is my medical procurement order confirmed?
An order is confirmed once accepted by our sales desk—typically upon issuance of an official quotation, proforma invoice, or written order confirmation via email or WhatsApp.
What payment methods are accepted?
We accept M-Pesa, bank wire transfers, and cash. Corporate purchase orders (LPOs) and structured invoice payment terms are available for accredited hospitals, clinics, and government institutions.
Can I modify or cancel an order after submission?
Please contact our order desk immediately. Orders for stocked consumables can be updated prior to dispatch. Orders for customized machinery or specialized hospital furniture cannot be canceled once fabrication or transit begins.
Logistics & Delivery
Where do you deliver?
We deliver across all 47 counties in Kenya and coordinate regional shipping into neighboring East African healthcare facilities.
How are temperature-sensitive reagents and vaccines delivered?
Laboratory reagents and temperature-sensitive supplies are transported in certified cold-chain insulated packaging to ensure product integrity upon arrival.
How long does delivery take?
Consumables and in-stock supplies in Nairobi ship within 24–48 hours. Heavy medical machinery or turnkey hospital furniture deliveries are scheduled based on site readiness.
How much does delivery cost?
Your cart displays an estimated freight cost prior to checkout. Orders of Ksh 500,000.00 or more qualify for free delivery across Kenya. For heavy diagnostic machinery (e.g., CT Scanners, X-Rays), specialized transport logistics are confirmed with your order.
Warranty & Biomedical Servicing
Do medical machines come with a warranty?
Yes. All diagnostic equipment, imaging machinery (CT, X-Ray, Ultrasound), dental units, and lab analyzers come with written manufacturer or distributor warranties along with preventive maintenance options.
What is your return policy for consumables?
Unopened, non-perishable consumables and gear can be returned within 14 days of delivery. Sterile supplies, opened reagents, and personalized PPE cannot be returned once unsealed.
What should I do if equipment arrives damaged or faulty?
Contact our technical support desk immediately with your invoice number and photos/video of the issue. Our biomedical engineers will arrange repair, replacement, or technical inspection.
Equipment Selection & Facility Setup
I need help choosing equipment or outfitting a clinic.
Our biomedical engineering team offers technical consultation for clinic setups, ICU outfitting, dental suites, and laboratory machinery. Contact us via phone, email, or WhatsApp for custom proposals.
Are all products genuine and compliant with Kenyan medical standards?
Yes. All products and equipment supplied by Zanmed are authentic, ISO-certified, and compliant with Ministry of Health (MOH) and Pharmacy and Poisons Board (PPB) regulations.
Can I order items that are out of stock?
Out-of-stock equipment or specialized medical machinery can be ordered on lead time. Contact our sales desk for expected arrival dates or alternative equivalents.