Support Policy Page
Effective Date: September 6, 2026
Website: ogkventuresgh.com
Official Support Email: [email protected]
Official Hotline & WhatsApp: 0551506436
Website: ogkventuresgh.com
Official Support Email: [email protected]
Official Hotline & WhatsApp: 0551506436
At OGK Ventures, our families are at the center of everything we do. Whether you are shopping for your newborn's outfits, setting up a nursery cot, or selecting household items for your kitchen, we want your experience to be smooth and stress-free. This Customer Support Policy outlines how our help desk operates, how to reach us, and what you can expect when you need assistance.
1. Our Communication Channels & Response Times
We offer multiple ways for you to get in touch with our support team. To ensure a prompt response, please use our official channels during standard working hours.
- WhatsApp Support (Recommended): 0551506436
- Best for: Sending product screenshots, sharing digital delivery locations (Ghana Post GPS), checking real-time stock availability, and quick inquiries.
- Response Time: Usually within 15 to 30 minutes during working hours.
- Direct Voice Calls: 0551506436
- Best for: Urgent delivery changes, immediate checkout issues, or speaking directly with a showroom representative.
- Response Time: Immediate (subject to line availability).
- Email Support: [email protected]
- Best for: Official business inquiries, submitting payment receipts, detailed order complaints, or data privacy requests.
- Response Time: Within 24 business hours.
2. Standard Support Hours
Our online support team and physical showrooms operate during the following hours (GMT):
- Monday to Saturday: 8:00 AM – 6:00 PM
- Sundays: Closed (Inbound messages will be queued and answered first thing on Monday morning).
- Public Holidays: Operating hours may vary. Any changes will be posted in advance on our website and social media status pages.
3. Order & Delivery Support Guidelines
Once you place an order on ogkventuresgh.com or via our sales lines, our support team actively tracks it through fulfillment and dispatch.
A. Order Confirmations
As soon as your order is received, a support agent will reach out via call or WhatsApp to confirm your items, total billing, and delivery address. Orders will not be dispatched until a verbal or written confirmation is made with the customer.
B. Late or Delayed Deliveries
- Local Deliveries (Accra, Tema, Kasoa, Kumasi): If your delivery rider is delayed due to heavy traffic or unforeseen circumstances, our dispatch support team will call you with a status update and the rider’s direct contact info.
- Regional Shipments (Takoradi, Tamale, Ho, etc.): Once your package is handed over to a long-distance transport operator, our team will send you a photo of the waybill receipt along with the driver or station's phone number so you can coordinate collection.
4. Technical Website Support
If you experience difficulties while browsing or checking out on ogkventuresgh.com, our support desk can assist you with:
- Account Issues: Troubleshooting password resets, account registration errors, or updating saved shipping addresses.
- Cart & Checkout Issues: Helping you apply discount codes, fixing stuck checkout pages, or manually creating an order for you if the site experiences downtime.
- Payment Failures: If your Mobile Money (MoMo) or card transaction fails but funds are deducted, please send your transaction ID and proof of payment to our WhatsApp line immediately. We will cross-check with our merchant portal and manually approve your order within 1 hour.
5. Product Assembly & Setup Support
We know that setting up furniture can sometimes be a puzzle! For items purchased in our Nursery & Kids Furniture or Baby Gear & Mobility categories (such as baby cots, strollers, wardrobes, or high chairs):
- You can request digital assembly manuals or setup video links from our support team via WhatsApp.
- If you are located in Accra or Kumasi, you can ask about our premium in-home assembly service (fees may apply based on the furniture item).
6. Escalations & Abuse Policy
We are fully dedicated to resolving every issue with fairness and respect. We expect our customers to treat our support staff with the same courtesy.
- Escalations: If a support agent does not resolve your issue to your satisfaction, you can request that your case be escalated to a store manager by emailing [email protected] with the subject line "MANAGEMENT ESCALATION - [Your Order Number]".
- Abuse Policy: OGK Ventures reserves the right to terminate support calls, block numbers, or cancel orders if a user engages in abusive, threatening, or offensive language toward our customer service personnel.
Our mission at OGK Ventures is simple: to make high-quality childcare products and home essentials accessible to every Ghanaian family. We know that preparing for a new baby or managing a bustling household can be overwhelming.
