PEP PAXI Contact Details

PAXI is the parcel service you hand over at the counter of a PEP store, which is why people search for the two together. They are not the same contact, though. The store handles the drop-off and the collection, while tracking, delays and claims run through PAXI support on its own numbers, and those are the ones below.

Official contact channels

• 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, and the difference matters 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.

What this organisation provides

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, which is what makes it reach towns that courier networks often do not.

The PAXI FAQ settles the assumption most senders get wrong. You are not restricted to sending from a PEP store to another PEP store. A parcel can go from any PAXI Point to any other PAXI Point, which means the collection end can be a Tekkie Town or a Shoe City even if you dropped it at a PEP.

Alongside the basic send and collect, the service 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.

Address and operating information

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.

That has a practical consequence for opening times. A PAXI Point is open when the store housing it is open, which means the hours belong to the 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.

Support and escalation routes

Start with WhatsApp or the call centre, and have the tracking number ready before you make contact. Without it there is very little support can do, 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, and going back to the counter for a parcel already in transit generally will not help. Staff there can confirm the handover happened and little else, since the parcel has left their control. Once it is moving, it is a PAXI matter.

Two published documents govern what happens when something goes wrong: the terms and conditions, and the prohibited items list. Read the second one before lodging a claim, because 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.

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.