Help & Support
We're here to help. Reach out any way that works best for you.
Email Support
Send us an email and we'll get back to you within 2 hours during business hours (8am–8pm WAT).
support@pinocel.com →
Chat with us directly on WhatsApp for the fastest response — usually under 15 minutes.
Open WhatsApp →
Track an Order
Log in to view your order status, contact your rider, or raise a dispute.
Go to My Orders →
Frequently Asked Questions
How long does delivery take?
Most orders are delivered within 1–3 hours of the merchant confirming your order. Delivery time depends on distance and the store's preparation time.
How do I recover my password?
Password recovery is coming soon. In the meantime, please email us at support@pinocel.com with the phone number or email on your account and we'll reset it for you within 1 hour.
Can I cancel my order?
You can cancel within 60 seconds of placing your order. After that, the merchant has already started processing it. Contact us on WhatsApp if you need to cancel after the window.
When does my payment get released to the merchant?
Your payment is held in escrow until you confirm receipt of your order, or 48 hours pass — whichever comes first. This protects you if there's a problem.
How do I become a seller on Pinocel?
Visit merchant.pinocel.com, sign up, and submit your store for review. Our team approves stores within 24 hours.
What areas do you deliver to?
We currently serve Lagos and Abuja, expanding neighborhood by neighborhood. If your area isn't covered yet, sign up anyway — we'll notify you when we arrive.