Help & FAQs
Find answers to common questions about our pharmaceutical products, orthopedic implants, ordering process, and partnership opportunities. We're committed to providing clear information to support healthcare providers across Kenya and East Africa.
Healthcare Practitioner Questions
All our products are certified by relevant regulatory bodies including Kenya Pharmacy and Poisons Board (PPB), WHO-GMP, CE marking for medical devices, and ISO 13485 certification for quality management systems. We maintain complete traceability and quality documentation for all products.
Healthcare providers can place orders through our online portal, via email at sales@orthomedicskenya.org, or by calling our customer service line. You'll need to provide your medical facility registration details and practitioner license information for verification.
Yes, we provide comprehensive training for healthcare professionals on all our products. This includes surgical technique workshops, product familiarization sessions, and ongoing clinical support. We conduct both in-person training at your facility and virtual sessions.
For Nairobi and surrounding areas, we offer same-day or next-day delivery. For other major cities (Mombasa, Kisumu, Nakuru), delivery takes 1-2 business days. Rural areas may take 2-3 business days. Emergency orders are prioritized and can be delivered within hours in Nairobi.
Unopened, undamaged products in original packaging can be returned within 30 days for exchange or credit. Temperature-sensitive pharmaceuticals have specific return protocols. Please contact our customer service for a return authorization before sending any products back.
We offer flexible payment terms including net 30 days for registered hospitals and clinics with established credit. Government institutions have special arrangements. We accept bank transfers and mobile money (M-Pesa).
Yes, we offer tiered pricing based on order volume. Hospitals and large clinics can benefit from significant discounts on bulk orders. We also have annual procurement agreements with special pricing for committed volumes. Contact our sales team for a customized quote.
All our products undergo rigorous quality checks and are sourced directly from manufacturers or authorized distributors. We maintain proper cold chain for temperature-sensitive items and provide batch numbers and expiry dates for full traceability. Counterfeit products are never in our supply chain.
Yes, we have a special procurement service for healthcare providers. If you need specific products not listed in our catalog, our procurement team can source them for you. We have partnerships with international manufacturers and can handle import procedures and regulatory compliance.
We provide comprehensive after-sales support including equipment maintenance, calibration services, and technical support. Our team includes biomedical engineers who can service medical equipment. We also offer extended warranty options for surgical instruments and diagnostic equipment.
Products & Ordering
We offer a comprehensive range of orthopedic implants including trauma implants (plates, screws, nails), joint replacement implants (hip, knee, shoulder), spinal implants, and sports medicine products. All implants are made from biocompatible materials like titanium and surgical-grade stainless steel.
Registered healthcare providers can access our online portal for real-time inventory and pricing. You can also email our sales team or call our customer service line. We provide detailed product specifications, pricing, and availability information upon request.
We have no minimum order requirement for registered healthcare facilities in Kenya. However, for free delivery, orders must be above Ksh 10,000 within Nairobi and Ksh 20,000 for other regions. Small clinics and individual practitioners can order any quantity.
Yes, we specialize in creating custom surgical instrument sets tailored to specific procedures or surgeon preferences. We work directly with surgeons to design ergonomic and efficient instrument sets. Customization includes instrument selection, tray configuration, and sterilization packaging.
We maintain specialized cold storage facilities and use temperature-controlled vehicles for delivery. All temperature-sensitive products are shipped with temperature monitors. We provide proper storage guidance and have protocols for maintaining cold chain integrity from our warehouse to your facility.
Yes, we handle both scheduled and emergency cases. For planned surgeries, we recommend ordering at least 72 hours in advance. For emergency cases, we have a 24/7 emergency service line and can expedite delivery within hours. We work with surgeons to ensure the right implants are available when needed.
All products come with complete documentation including Certificate of Analysis, Certificate of Conformity, product inserts, instructions for use, and regulatory compliance certificates. For implants, we provide unique device identification (UDI) and implant cards for patient records.
Yes, we offer a loaner instrument program for specialized surgical procedures. This allows hospitals to access expensive or rarely used instruments without purchasing them. The program includes delivery, setup, and retrieval of instruments. Terms and conditions apply based on facility requirements.
We have a comprehensive recall management system. In the event of a product recall, we immediately notify all affected customers, provide detailed instructions, arrange for product retrieval, and issue replacements or refunds. We maintain complete traceability to quickly identify affected products.
Yes, we provide complete installation, commissioning, and training services for all medical equipment we supply. Our technical team handles setup, calibrates equipment, and trains your staff on proper operation and maintenance. We also provide ongoing technical support and preventive maintenance contracts.
Partnership & Distribution
We welcome partnerships with qualified medical distributors across East Africa. Interested parties should submit their company profile, distribution network details, regulatory certifications, and business plan. Our partnership team evaluates applications based on market coverage, infrastructure, and compliance standards.
We provide comprehensive support including product training, marketing materials, technical support, and sales training. Distributors receive competitive pricing, inventory management support, and access to our customer relationship management system. We also assist with regulatory compliance and market development.
Yes, we offer exclusive distribution rights for specific territories or product lines based on mutual agreement and performance targets. Exclusive distributors benefit from protected territories, dedicated support, and priority access to new products. Terms are outlined in formal distribution agreements.
We participate in hospital tenders across Kenya and East Africa. Requirements include detailed product specifications, regulatory certifications, pricing, delivery timelines, and after-sales support proposals. We have a dedicated tender team that prepares comprehensive bid documents meeting all tender specifications.
Yes, we are an approved supplier to government hospitals and institutions in Kenya. We have experience working with county and national government procurement systems. We understand the specific requirements including LPO processes, delivery protocols, and documentation needed for government supplies.
Yes, we offer credit facilities to established distributors with good track records. Credit terms are determined based on business history, financial stability, and order volume. New distributors typically start with cash-on-delivery terms, progressing to credit terms as the relationship develops.
We have established logistics partnerships for seamless shipping across East Africa. We handle all customs clearance, documentation, and regulatory compliance for exports to Uganda, Tanzania, Rwanda, and other neighboring countries. We provide door-to-door delivery with real-time tracking for international orders.
We provide comprehensive marketing support including product catalogs, brochures, samples, demonstration equipment, and digital marketing materials. We also organize joint medical conferences, workshops, and product launches. Our marketing team works closely with partners to develop localized marketing strategies.
Yes, we work with partners to understand specific market needs and can customize product offerings, packaging, or configurations. We have experience adapting products for different healthcare systems and patient demographics across East Africa. Customization requests are evaluated based on volume and feasibility.
We provide manufacturer warranties on all products, typically ranging from 1-5 years depending on the product type. Warranty terms cover manufacturing defects and premature failure under normal use. We handle warranty claims efficiently, providing replacements or repairs as per warranty terms. Extended warranty options are available for critical equipment.