Transport & Logistics · Contact details
PEP PAXI Contact Details
For PEP PAXI support, use the PAXI call centre on 086 000 7294 or customer enquiries and WhatsApp on 021 010 1574. PEP stores handle parcel drop-off and collection at the counter, while PAXI support handles tracking, delays and claims. The WhatsApp number is also published as +27 21 010 1574 when dialled internationally.
PEP PAXI contact details at a glance
| What you need | Contact |
|---|---|
| Customer enquiries and WhatsApp | 021 010 1574 |
| Call centre | 086 000 7294 |
| Written enquiries | the contact form on the PAXI contact page |
| Finding a drop-off or collection point | the PAXI Point locator map on the site |
The same number, 021 010 1574, is published both as the WhatsApp line where consultants are available and as customer enquiries in the site footer, so one number covers both channels. It also appears written as +27 21 010 1574 in places, which is the same line dialled internationally.
PAXI publishes no email address anywhere on its contact page. The only written routes are WhatsApp and the web form. If a parcel goes missing, a WhatsApp thread stays on your phone as a record of exactly what you reported and when, while a submitted form leaves you nothing unless you keep your own copy.
PEP PAXI tracking and parcel support
For PEP PAXI tracking problems, delays or claims, start with WhatsApp on 021 010 1574 or the call centre on 086 000 7294. Have the tracking number ready before you make contact because the parcel is identified by that number rather than by your name or the store you used.
The store is not the escalation point for a parcel that is already in transit. Staff at the counter can confirm that the handover happened and little else, since the parcel has left their control. Once it is moving, tracking and support are PAXI matters.
PAXI also publishes parcel registration, parcel tracking and a customer returns route. Businesses sending in volume have a separate PAXI Portal, along with business tools and downloadable brand assets for online sellers who want to show PAXI as a delivery option at checkout.
PAXI at PEP stores and other PAXI Points
PAXI moves parcels between retail counters rather than between depots or to your door. PAXI Points sit inside PEP, Tekkie Town and Shoe City stores, and the network runs to around 2,800 points across South Africa.
You are not restricted to sending from a PEP store to another PEP store. The PAXI FAQ says a parcel can go from any PAXI Point to any other PAXI Point. That means the collection point can be a Tekkie Town or a Shoe City even when the parcel was handed in at a PEP store.
To find the appropriate drop-off or collection point, use the PAXI Point locator map on the site. The locator is the published route for finding the retail counter where you want to send or collect a parcel.
PAXI Point opening times and locations
No head office or postal address is published on the PAXI contact page, and no call centre operating hours are given either. The service is built on the retail estate rather than on its own premises, so there is no depot to visit and nothing to post documents to.
A PAXI Point is open when the store housing it is open. The opening hours therefore belong to the individual PEP, Tekkie Town or Shoe City branch rather than to PAXI, and they differ from one town to the next. Check the specific point on the locator before travelling, particularly on a Sunday or a public holiday.
PAXI claims and escalation routes
For a parcel problem, contact PAXI first and keep the tracking number available. The two published documents that govern what happens when something goes wrong are the terms and conditions and the prohibited items list.
Read the prohibited items list before lodging a claim. A parcel containing a prohibited item falls outside the terms and a claim on it will not succeed regardless of what happened to the parcel.
Where PAXI has given a final answer and the matter remains unresolved, this is a consumer services complaint under the Consumer Protection Act, and the National Consumer Commission at complaints@thencc.org.za is the external route. Keep the tracking number, the date of the drop-off and the WhatsApp thread, since the commission will ask for evidence that you raised it with the company first.
Frequently asked questions
How do I contact PEP PAXI?
For PAXI customer enquiries and WhatsApp, use 021 010 1574. The PAXI call centre number is 086 000 7294.
How do I get help with PEP PAXI tracking?
Use PAXI support on 021 010 1574 or 086 000 7294 and have the tracking number ready. Once a parcel is in transit, the retail store is not the escalation point.
Is PAXI only available at PEP stores?
No. PAXI Points sit inside PEP, Tekkie Town and Shoe City stores, and a parcel can go from any PAXI Point to any other PAXI Point.
Does PAXI have an email address?
PAXI publishes no email address anywhere on its contact page. Its written routes are WhatsApp and the contact form on the PAXI contact page.
What are the opening hours for a PAXI Point?
A PAXI Point is open when the PEP, Tekkie Town or Shoe City store housing it is open. Check the specific point on the PAXI Point locator because opening times differ by branch.
Sources
- paxi.co.za contact page, for the WhatsApp and customer enquiry number, the call centre number and the contact form
- paxi.co.za homepage, for the PEP, Tekkie Town and Shoe City network and the number of PAXI Points
- paxi.co.za frequently asked questions, for the rule that a parcel can go from any point to any other point
- paxi.co.za PAXI Points locator, terms and conditions and prohibited items pages
All contact details on this page were read from the PAXI own website and verified on 2 September 2026.