Returns & Refunds
We want every TAILROAD order to arrive as described and be suitable for the trip it was purchased for. If something is not right, contact us at support@tailroad.co.
30-day return request window
You may request a return within 30 days after your order is delivered. To start a return, contact support@tailroad.co with your order number and the item you would like to return. Please do not send a return before receiving return instructions from us, because the correct return location can vary by order and fulfillment route.
Return condition
For a change-of-mind return, the item should be in substantially the same condition in which it was received, with all included parts and accessories, and in its original packaging where reasonably possible. We may reduce or refuse a change-of-mind refund if an item has been materially used, altered, damaged after delivery, or is missing essential components, except where applicable law gives you additional rights.
Damaged, defective, incorrect, or incomplete items
Please inspect your order after delivery and contact us promptly if an item arrives damaged, defective, incorrect, or materially incomplete. We may request photographs or other reasonable information so we can verify the issue and arrange an appropriate remedy. Where the issue is our responsibility, we will provide a replacement, refund, or other remedy as appropriate and will not require you to bear return shipping costs that applicable law requires us to cover.
Return shipping
For an approved change-of-mind return, return shipping costs are normally the customer's responsibility unless we agree otherwise or applicable law requires a different result. Original outbound shipping charges are non-refundable where permitted by law, unless the return results from our error or another legal requirement applies.
Refund timing and method
Once an authorized return is received and, where appropriate, inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method. Processing time after we issue a refund depends on the payment provider or financial institution and is outside our direct control.
Cancellations and address changes
If you need to cancel an order or correct an address, contact us as soon as possible. We can only change or cancel an order before fulfillment when operationally possible. For orders paid through PayPal or another payment provider, if a requested address differs from the address associated with the completed transaction, we may cancel and refund the order and ask you to place a new order using the correct address rather than redirecting a paid shipment.
PayPal and payment-provider disputes
Using PayPal or another payment provider does not change this return policy or guarantee eligibility for any buyer or seller protection program. Protection and dispute eligibility are determined by the applicable payment provider under its own rules. We may provide order, communication, shipment, tracking, and delivery records to a payment provider when reasonably necessary to respond to a payment dispute.
Your statutory rights
This policy is intended to provide a clear store-level return process. It does not exclude, restrict, or replace any non-waivable consumer rights or remedies that apply to you under the laws of your jurisdiction.
Contact: support@tailroad.co