Contact information
Effective Date: 6 October 2025
1. Purpose
Pooch Parcels (“we”, “our”, “us”) is committed to providing clear communication channels to our customers. This policy explains how you can contact us, how we handle inquiries, and the standards for response.
2. Contact Information
You can reach Pooch Parcels using the following channels:
Email: 📧 info@poochparcels.co.za
Website Contact Form: 🌐 www.poochparcels.co.za/contact
Postal Address: 📍 99 Chamberlain Street, Cape Town, WC, 7915, South Africa
3. Customer Support Hours
Our customer support team is available during the following hours:
Monday to Thursday: 09:00 – 16:00 SAST
Weekends & Public Holidays: Support available via email only; response may be delayed.
4. Response Time
We strive to respond to all inquiries promptly. Typical response times are:
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Email inquiries: Within 24–48 hours
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Website contact form submissions: Within 24–48 hours
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Postal correspondence: Within 7–10 business days
5. Types of Inquiries
You may contact us for:
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Product or order information
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Shipping, delivery, and tracking inquiries
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Returns, refunds, or exchanges
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Account or subscription management
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General questions or feedback
6. Data Privacy & Security
Any personal information you provide when contacting us will be handled in accordance with our Privacy Policy and POPIA. Your information will only be used to respond to your inquiry and improve our services.
7. Complaint Handling
If you wish to lodge a complaint about our products or services:
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Contact us via email with details of the issue.
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We will acknowledge your complaint within 24 hours and aim to resolve it within 7 business days.
8. Updates to This Policy
We may update this policy from time to time. The latest version will always be available on our website and will take effect immediately upon publication.