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FAQ’S

Product Search

I am unable to find the product I am looking for on the Healthy U website. What do I do?

In the event you are unable to find the product you require on our website, contact us via the Customer Care line and we will be able to advise on the product’s availability. If the product is not currently available, we will find the next best alternative or make a special customer request for you.

I am looking for the price of a product. Can I find this information on the website?

To search for a specific product, use the search bar on the top right corner of the website page. Enter the product name into the search bar and click on the magnifying glass. A list of products will appear. From here, you can select the product you required. Click on the product name, and you will see the price on the same page as all other information about the product.

How can I find out if you have a product available at my most convenient or preferred Healthy U branch?

To find out if your most convenient or preferred Healthy U branch has the item you require, you can either contact the store, or you can call our Customer Care team who will be happy to assist.

Do you stock a particular product?

To find out if we stock a specific product, Please contact us and we can find out the product’s availability. In the event the product is not currently available or not a product listed with us, we will do our best to offer a suitable alternative to meet your health and wellness needs.

Online Nutrition Consultation

How do I know what to get for my specific health condition?

  • You can talk to our nutritionists directly through our various communication channels (live chat on the website, social media messaging, customer care line, or email).
  • Alternatively, all our branches have highly trained nutritionists where you will receive a consultation and, also benefit from the service desk*, which can test for blood sugar, vitamin and minerals level, BMI and much more.

Visit our ‘Services’ page to find out more information or book an appointment with us.

Healthy U Service Desk is available at select branches.

Payment Options

Can I pay on delivery?

  • Unfortunately, we do not accept payment upon delivery.  Kindly make the payment in advance via the various options provided during Check Out (Mpesa, Visa, Mastercard, PesaPal).  Once the payment is received, your order will be processed.

How do I Place the order?

  • If this is your first time using our online store or purchasing online, please do not worry, we will walk you through the process.  We have prepared a video tutorial to show you how to buy through our online store. Also, feel free to call our Customer Care team or WhatsApp 0719 200000, or email info@healthy-u2000.com and we will be more than happy to take you through the process.

Is my credit card payment secure?

  • All our transactions online are processed through a safe and secure system called PesaPal. PesaPal has numerous safety features, such as ensuring that all information at all levels are encrypted and secured, as well as notifications being sent for all activities within a person’s account. Read more at: https://www.pesapal.com/about-us

Why is my credit card failing?

Your card may fail due to security features set by your bank. You may be able to talk to your bank to rectify the issue. We also recommend trying a different card or payment alternative such as Mpesa.”

Paying by Mpesa

Can I pay using Mpesa?

Yes, Mpesa payment is accepted. You will receive instructions during the Checkout process.

Other payment methods are accepted, these include PesaPal E-Wallet, credit card and debit card (Visa and Mastercard).

I am paying using Mpesa and I have left the account number blank. I am stuck on this page. What do I do now?

This might be as a result of using the Safaricom App instead of the usual Safaricom sim toolkit. To resolve this, please revert to using the Safaricom sim toolkit.

Alternatively, you can either write “HealthyU” or one of your names as the account number.

Please Note: Do not use your phone number as the account number, otherwise the money may be sent to another company.

I cannot insert my Mpesa code after making payment. What could be the problem?

  • Please key in/type the code. DO NOT copy-paste.

Account information

How do I reset my account password?

If you are unable to remember your account password, we have a safe option for resetting your password. During log-in, you should be able to see an option where it states “Lost your password”.

    • This will send you an automatic link to your email address where you are able to reset your password to your Healthy U account.
    • Please note that it may take up to 10 minutes for the email to be sent.

Delivery

Do you deliver?

We’re happy to say we deliver across Kenya. Order today through the online store and we can deliver to your chosen location.

How much is the delivery fee?

Online purchases over the value of KES. 7000/- qualify for free delivery.

For purchases for a lesser amount, we will charge a nominal fee of KES. 250/- for delivery within the Nairobi area and KES. 400/- for other locations*.

*We deliver all over Kenya, except Turkana and Lamu.

Delivery options

I have reached the Checkout page but am unable to see the delivery options. What should I do?

After placing the item(s) you require in the shopping cart, you will be navigated to the Checkout page. On this page, you will find a box summarising your order. From this, you will see a drop down menu option. Click on this to select from the delivery options available.

What are the delivery options available?

We have a number of delivery options available. You can either collect your order instore at any of our branches, or your order can be delivered to your home or other location.

When you are checking out your order, you are able to select what delivery options you prefer.

    • You are able to select what branch you would like your order to be collected from.
    • When you select the delivery option, our approved delivery partner will then deliver your order to you.

Am I allowed to have a third party collect my delivery?

For in-store pick-up, we will only release the order to a third party upon confirmation from you through our various communication channels that someone is collecting for you, or if we have proof that the individual is picking it up on your behalf.

Delivery period

Once I order, will I get my order today?

For the Nairobi area,

    • To qualify for same day delivery, kindly place your order before 11am and we will endeavour to have your shopping with you by the end of that day. In the event, we face challenges with delivery, you will be notified at the earliest moment.
    • Orders received after 11am will be delivered the following day, however we will notify you of any changes to the delivery schedule.

Counties outside Nairobi

We strive to deliver to counties outside Nairobi within 72 hours.

I have not received my order yet. When will my order be delivered?

    • We’re sorry you have not received your order yet. Our Customer Care team will be more than happy to give you an update. There are a number of ways of getting in touch with us, so please do contact us through our;

Delivery team

Would it be okay if I sent someone to collect my online order?

We do not accept third parties collecting goods for orders placed online. Only our approved riders / partners can pick and deliver.

We are social

Does Healthy U have a social media presence? Where can I follow you?

Yes, you can find us on social media. Follow us today to stay informed on how to live life well with Healthy U.

You can also find out about your order on our social media pages.

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