Frequent questions

I have not received my purchase confirmation

The confirmation of your purchase arrives immediately to the email that you have left us in contact with, be sure to check the Spam, unwanted or other folder of your email as it is possible that it would get there. In case of not being found, just let us know your full name and contact telephone number in any of our service channels to review it together.

Why does the confirmation arrive in the Spam, Junk or Other folder?

Your email security filters out the emails you talk to the most often, and brand-new ones tend to go to reference inboxes. So you can add us as a contact or simply check that our responses reach your main tray.

I already received my order number, now what do I do?

Once you have received your order number, you just have to wait for our email with the generation of the tracking number so that you can check the status of your order. Keep in mind that the generation is automatic and when you receive it, the Post Office system may not yet be updated, so we ask you to try again within the next 5 business days.

I received my tracking number but no information appears or it appears as missing or missing.

As indicated in point 3, you received your tracking number that was generated automatically, so it may not be updated on the official platform, so we share with you guide search platforms to be able to check the movement. We recommend starting tracking the following business days.

Why haven't I received my order?

If we have confirmed your order # and tracking #, it means that your order is in progress and we are respecting the established times.

If we are outside the established deadlines, do not hesitate to let us know your concern with your order # to inbox@tailzshop.com