How to contact support and what to include
In short
Email cs@teleship.com for anything about an order, parcel, setup or the app. Include the Teleship tracking ID (TS…) or the store order number, what you expected, what happened, and a screenshot of any error.
| Need | Address |
|---|---|
| Orders, parcels, setup, app/plugin issues, tracking, address changes | cs@teleship.com (support@teleship.com reaches the same queue) |
| Claims for lost/damaged parcels | claims.teleship.com (form) — then reply on the ticket you receive from claims@teleship.com |
| Sales, contract rates, integrations, 3PL/ERP connections, partnerships | hello@teleship.com |
| Trade compliance questions | compliance@teleship.com |
| Duty payment pages (duties-taxes.com) — recipients of non-Teleship DDU parcels | cs@duties-taxes.com |
Response times: first reply within one business day (UK hours, Mon–Fri); tracking escalations to carriers are raised the same day and chased until answered; technical issues are triaged within one business day and prioritised by operational impact.
Make it fast: one ticket per parcel; reply on the existing thread rather than starting a new one; if a customer is involved, tell us whether you want us to answer them directly or through you; never put card numbers in an email or screenshot.
Still stuck? Contact our support team.