We’re right here when you need us.
Order trouble. Payment hiccups. A vendor question. A driver that’s late. Talk to a real person on our team in Enugu — most messages get a reply in under five minutes.
At a glance
- Median first response
- 4min↓ on WhatsApp
- Issues resolved same day
- 92%
- Desk hours (WAT)
- Mon — Fri8am — 9pmSaturday9am — 8pmSundayEmail only
Pick the channel that fits the moment.
Four ways to reach us — same team, same desk, same Enugu phone number. Use whichever feels right.
- Replies in ~5 min
Best for active orders
WhatsApp
Fastest way to reach a human. Send a screenshot of your order or just say hi.
+234 803 892 7241 - Picked up live
Best for urgent issues
Call us
Speak with the support desk in Enugu. Mon–Fri 8am–9pm, Sat 9am–8pm WAT.
+234 803 892 7241 - Replies within 24 hrs
Best for everything else
Email
Long context, attachments, anything that isn’t time-critical. We read every message.
hello@usepeekup.com - Open desk hours
Best for in-person
Visit the desk
Walk in, drop off a return, or pick up a forgotten item. We’re on Ogui Road.
450 Ogui Road, Enugu
Browse by topic.
Quick paths to the most common things people ask about.
Orders & delivery
Tracking, late riders, missing or wrong items, returns.
Payments & refunds
Failed charges, double charges, refund timelines, receipts.
Account & login
Sign-in trouble, phone changes, deleting your account.
Riders & dispatch
Apply to ride, payouts, delivery zones, kit replacements.
Vendors & business
List your store, B2B logistics, corporate wallets.
Privacy & data
Data requests, account deletion, security and consent.
The questions we hear most.
Tap any question to expand. If your situation isn’t here, message us — every conversation makes this list better.
01My order is taking too long. What do I do?
Open the order in the app to see your rider's live location. If it's been more than 15 minutes past the estimated time, message us on WhatsApp with your order ID and we'll chase the rider directly. If it's a vendor delay, we'll let you know in real-time.02I was charged but the order didn’t go through.
This usually means the bank confirmed the debit before our payment processor confirmed the order. Pending charges typically reverse within 24 hours. If it has been longer, send us your transaction reference and the email/phone tied to your account and we will trace it with the bank.03How do I get a refund?
For missing items, wrong orders, or vendor cancellations, refunds are issued automatically to your Peekup wallet within minutes. If you would prefer a refund back to your original payment method, message us within 7 days of the order.04I need to change my delivery address after ordering.
If the rider hasn't picked up your items yet, you can update the address from the order details screen. After pickup, message us on WhatsApp and we'll redirect the rider if the new address is in range.05My item is damaged or wrong.
Tap Report on the order, attach a photo, and submit. We refund or replace within the hour during business hours. For perishables (food, ice cream), we typically resolve same-day.06How do I report a safety concern with a rider?
Email operations@usepeekup.com or call +234 803 892 7241 immediately. We investigate every safety report and follow up within 24 hours. Your name is never shared with the rider.07How do I delete my Peekup account?
Visit our account deletion page for the full process. We delete all personal data within 30 days, except records we’re legally required to keep.08I represent a business. How do I list with Peekup?
Head to our vendors page to apply, or email hello@usepeekup.com with your store name and category. Onboarding takes 3-5 days.
For specific kinds of asks.
Our general inbox handles 95% of what comes in. For everything else, these go straight to the right team.
- Operations & deliveriesoperations@usepeekup.com
- Privacy & data requestsprivacy@usepeekup.com
- Legal & compliancelegal@usepeekup.com
Nothing falls through the cracks.
Every unresolved issue gets escalated to a human at Peekup within 4 business hours, 12 hours otherwise. For safety concerns involving a rider or vendor, we respond inside 1 hour, 24/7.
Desk address: 450 Ogui Road, Enugu