Before contacting support
Have your order number and the email address used at checkout ready. A short description of what you need changed or reviewed helps us resolve the issue faster.
Order status and tracking
Once an order is shipped, tracking details are provided when the carrier supports tracking. Carrier scans can take time to appear after a shipment is handed over.
For delivery timing and carrier information, see Shipping & Delivery.
Address changes
If the delivery address is incorrect, contact TAILROAD as soon as possible. We will try to help before fulfillment begins, but an address change cannot be guaranteed after an order has entered processing or has been shipped.
Wrong, damaged, or incomplete order
Contact us promptly with the order number, a description of the issue, and clear photos when relevant. Keep the product and packaging until we confirm the next step.
Tracking says delivered, but the parcel is missing
First check the delivery location, household members, building reception or mail area, and the carrier's tracking page. If the parcel still cannot be found, contact TAILROAD with the order number and tracking details so we can review the shipment.
Cancellation requests
Contact us as soon as possible. We may be able to cancel an order before fulfillment begins, but cancellation is not guaranteed once processing or shipment has started.
Payment questions
Payment methods, PayPal handling, refund routing, and payment-security guidance are explained on Payments & Buyer Care.
Never send full card numbers, security codes, PayPal passwords, or other payment credentials through the support form.