Support hours, a stated response-time commitment, and which channels actually count for things like cancellations or claims — all sourced directly from the terms.
Cargosender's Terms and Conditions name three established communication channels: the contact form on Cargosender.com, the chat function on the site, and a direct email to support@cargosender.com. The terms state the support team is available Monday to Friday, 9am–5pm, and responds to all inquiries within 4 business hours.
There's an important distinction underneath that: for anything that could significantly change the contractual relationship — cancellations, modifications to a placed order, closing or altering a user account, invoicing methods, or starting a claim or complaint — only written communication channels are accepted. Information given any other way must still be confirmed in writing before it counts.
General questions vs cancellations, claims, account or invoicing changes.
Fine for general questions. Counts as a written channel for cancellations, claims, account or invoicing changes.
Fine for general questions. Counts as a written channel for cancellations, claims, account or invoicing changes.
Fine for general questions. For cancellations, claims, account or invoicing changes, it only counts if confirmed in writing afterwards.
Not a named channel in the terms at all. Anything agreed by phone must still be confirmed in writing regardless of purpose.
Cancelling or reporting a claim by chat only, and assuming that's sufficient — the terms require written confirmation for exactly these categories.
Expecting a response outside Monday to Friday, 9am–5pm — that's the stated support window, not a 24/7 service.
Not including the order number — the terms specifically call this out as required for identification, whatever channel you use.
The terms state a response within 4 business hours, during support hours of Monday to Friday, 9am–5pm.
You can raise it there, but the terms require written confirmation for cancellations specifically — sending it via the contact form or email directly satisfies this without an extra step.
The terms name the contact form, site chat, and direct email as the established communication channels — phone isn't listed among them, so anything agreed by phone still needs written confirmation to count.
Use the contact form or email directly for anything that needs to be in writing.
Contact Support →