Support

Last updated: October 2026

This page is for merchants who use TB3 Log fulfillment services and the TB3 Log app for Shopify, which connects your Shopify store to our fulfillment center in Miami. It explains how to reach our support team, when we are available, what to include in your request, and how to report urgent issues or make privacy requests.

Need help? Email support@tb3log.com with your store's .myshopify.com domain, the order number and a short description of the problem. Support hours are Monday to Friday, 9:00 a.m. to 6:00 p.m. Brasília time (UTC−3), and we aim to reply within 1 business day.

How to contact us

Email (main channel): support@tb3log.com, for help with the app, orders, shipments and tracking, and for privacy requests and urgent issues.
WhatsApp: +55 21 97533-7316, for calls and messages.
Commercial: commercial@tb3log.com, for quotes, pricing, service agreements and invoices. The app is free to install; our logistics services are billed under your service agreement with TB3 Log and our Terms of Service.

Email is the best channel for anything that needs follow-up, because it keeps a written record of your request.

Support hours and response time

Our support hours are Monday to Friday, 9:00 a.m. to 6:00 p.m. Brasília time (UTC−3). We aim to reply to every message within 1 business day.

What to include in your request

Your store's domain ending in .myshopify.com (for example, your-store.myshopify.com).
The order number, as shown in your Shopify admin (for example, #1001).
What happened: what you expected, what happened instead and when it started.
The tracking number, if the order has already shipped.
A screenshot of any error message, with customer details hidden.

Please do not send your customers' personal data, such as names, addresses, phone numbers or email addresses, by email or WhatsApp unless it is needed to solve the problem: the order number is usually enough for us to find the order. Never send passwords or two-step verification codes; we will never ask for them.

Urgent issues

Security: you suspect that your store's data or your customers' data was accessed or exposed without authorization.
Stuck orders or shipments: paid orders are not being fulfilled, tracking numbers are not reaching your Shopify orders, or a shipment has stopped moving.

Email support@tb3log.com with URGENT in the subject line, and also send a WhatsApp message or call +55 21 97533-7316. We handle urgent messages before other requests.

If we confirm a security incident that affects your store's data or your customers' data, we notify you without undue delay, and no later than 72 hours after confirming it. The Data Processing Addendum has the details.

Privacy and data requests

To ask how we handle personal data, or to request access to, correction of or deletion of personal data we hold about you, email support@tb3log.com with "Privacy request" in the subject line. We respond within 30 days, or sooner where the law requires, and may ask for information to confirm your identity.

Your customers' data: you are the controller of your customers' personal data, and we process it on your behalf. If a customer asks you for a copy of their data or for its deletion, use "Request customer data" or "Erase personal data" on the customer's page in your Shopify admin. Shopify forwards the request to the app, and within 30 days of receiving it we send you the requested data or delete it, except data the law requires us to keep. If one of your customers contacts us directly, we will pass the request on to you and help you respond.
Uninstalling the app: Shopify sends us a deletion request 48 hours after you uninstall the app, and we delete your store's data within 30 days of the uninstall, except records the law requires us to keep.

Our Privacy Policy and the Data Processing Addendum explain what data we handle, why, and for how long.

Changes to the app

We announce important changes to the app, or a decision to discontinue it, by email to your store's contact email address and with a notice in the app, at least 30 days in advance when possible.

Help and policies

App help: how to install and use the TB3 Log app for Shopify, and how orders and tracking move between your store and our fulfillment center.
App Terms: the terms for using the app.
Data Processing Addendum: how we process your customers' personal data on your behalf.
Privacy Policy: what data we collect, how we use and protect it, and how long we keep it.
Terms of Service: the terms for our logistics and fulfillment services.

Company details

TB3 Log and the TB3 Log app for Shopify are provided by TB3 LOG CORP, a Florida corporation (Florida document no. P26000036331), 2000 NW 133rd Avenue, Unit 2, Miami, FL 33178, USA.