🧑‍💻 How to Request Support from Our Support Team

We’re here to help! To make sure we can resolve your issue as quickly as possible, please follow these steps when reaching out:

1️⃣ Share the basics

When you contact us, please include:

• 📦 Shipment tracking number (if it’s about an order/shipment)
• 📝 Clear description of the issue
• 📷 Screenshot or photo (if relevant)

2️⃣ Use the right channel

• ✉️ Email us: support@tunl.to
• 💬 Chat with us: Use the in-app chat
• 📞 WhatsApp: +27833215407

👉 We don’t have a call line. If we find that chat isn’t doing the job, we’re absolutely open to setting up a call — but we’ll always start here to keep things streamlined.

We’ve found these channels let us:

• ⚡ Resolve issues quickly
• 🤝 Loop in the right people behind the scenes
• 🗂 Keep a clear record of what’s been handled
• This way, we can provide consistently excellent support to our wonderful merchants. 💙

3️⃣ Be specific

The more detail you give, the faster we can solve it. Example:

 ❌ “My package is late.”

✅ “Shipment 1Z15EE130396540424 to the US hasn’t moved since 3 Oct — can you check with UPS?”

4️⃣ Stay updated

• 🔔 We’ll notify you once we have an update.
• ⏳ Some issues take a little longer (e.g., carrier investigations), but we’ll keep you in the loop.

👉 Pro tip: Always include the shipment tracking number first — that helps us help you much faster. 🚀

🕘 Support Hours

Our team is available: Monday to Friday, 9:00 AM – 5:00 PM (SAST)

We’re offline on weekends and public holidays - but we’ll get back to you as soon as we’re back!

🚀 Support That Moves With You

TUNL isn’t your average logistics provider - we’re your partner in global growth. We’re here to make international shipping for South African SMEs simple, seamless, and even enjoyable. Whether you’re navigating customs, calculating landed costs, or looking for affordable courier options, we’ve got your back.

Need help? Just give us a shout - we’re never more than a message away.

🦸‍♀️ Have more questions? We're here to help!

If you run into any issues or have questions, reach out to our support team via Whatsapp here or on chat here.

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Updated on: 08/10/2025