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For quick answers to general usability questions, we recommend your visit our friendly Trainz forums,
To submit a Support Ticket, click on the Troubleshooter Button, then follow the steps through to the appropriate Category. Login using your Simulator Central or MyTrainz Username and Password.
Note: Support tickets are generally answered in 1-3 days. Your patience is appreciated.
NEW HELPDESK REQUIREMENTS
To ensure we can provide quality, timely responses to as many customers as possible, we have made some changes to the helpdesk support service.
- We will only support tickets submitted in English. Please use an online translation tool to translate your messages.
- We will assist users with problems related to orders, downloading, installation or access only.
- Any questions about general product usage will be referred to our community forums, Trainz wiki and Knowledgebase articles.
If your ticket does not meet these requirements, you will receive a standard response informing you of the new requirements.
Thanks for your understanding.
Boxed Product Delivery
Posted by N3V Games (Paul) on 03 July 2018 01:58 PM
When ordering from the Trainz Store (store.trainzportal.com) ensure if you would like a physical product shipped to your address that you choose the correct product from the dropdown box when ordering:
Australian orders generally take 3-5 days.
All International orders are shipped using Australia Post who do not offer tracking for International Airmail. Packages generally arrive in the destination country within a few days and are then under the control of your local Customs Clearance and Post Office services.
While the estimated time is 7-15 days for USA and most of Europe, deliveries sometimes take longer. (Up to 7 weeks in very rare cases).
Please note that FedEx and other parcel services quote over $65 for a parcel from Australia to USA or Europe so we are currently limited to the non-tracked Australia Post option.