Contact And Support
Real help from the GoKartMasters family
Contact GoKartMasters Sales, Parts and Technical Support
Choose the type of help you need, send the right information and your message will reach the people best prepared to answer it.
We are a small family business, and the same people answering customer questions are also working with machines, parts and orders in the warehouse. We cannot always reach the phone when it rings, but we work through every customer message. Text is usually the fastest way to reach us.
The Best Way to Reach Us
Text is usually fastest
Our voicemail is frequently overwhelmed by spam calls, so a text containing your name and reason for contacting us is easier for our family to identify and answer. If you call and leave a voicemail, include your name, phone number, order information and the reason for your call.
Email videos and longer details
Send videos and longer diagnostic information to support@gokartmasters.com. Our text system does not accept video attachments.
Start in the right place
What Do You Need Help With?
Choosing a Machine
Get help comparing go-karts, mini bikes, dirt bikes or UTVs for your family, riders and property.
Contact Sales & Product HelpTechnical Support
Get diagnostic help for a machine purchased from GoKartMasters. Prepare the details, photos and test results listed below.
Start Technical SupportWarranty Claim
Warranty communication must begin in writing by text, email or the warranty form so the claim has a documented record.
Begin a Warranty ClaimMissing or Damaged Part
Report shipping damage, a damaged component or an item that appears to be missing from a new machine.
Report a Missing or Damaged PartIdentify or Order a Part
Find TrailMaster parts by model or send photos and measurements when you are not sure what you need.
Shop TrailMaster PartsReturn or Exchange a Part
Request approval before returning an eligible unused part. Machines and used parts are not returnable.
Request a Parts ReturnHelp us help you faster
Include This Information in Your First Message
For an existing order or machine
- Your name and the name used on the order
- Order number, if available
- Exact model and color
- A clear explanation of what you need
- Photos or other documentation that shows the concern
For sales and sizing help
- Rider age, experience and pedal reach
- Number and approximate size of riders
- Terrain and intended use
- Models already being considered
- Budget
- Delivery ZIP code
Diagnostic support
What to Send for Technical Support
A complete first message reduces back-and-forth questions and helps us begin with the correct system. Please include:
- Customer name and order name
- Order number, if available
- Exact machine model
- What happened and when it began
- Whether the machine starts, runs and moves
- Clear photos of the machine and problem area
- A short video emailed to support@gokartmasters.com
- Troubleshooting already attempted
- Current engine-oil level
- Any unusual sounds, smells, leaks or warning lights
Stop Riding When Safety Is in Question
Do not continue operating a machine with ineffective brakes, a throttle that does not return, steering that binds, fuel or brake-fluid leaks, severe vibration, grinding or metal noises, overheating, a repeatedly derailed chain or another condition that makes you uncertain about safe control.
Shut the machine off, keep riders away from it and contact GoKartMasters. Do not wait for a reply while continuing to test or ride an unsafe machine.
A documented process
Warranty Claims Must Begin in Writing
Finding the correct component
Help Identifying a TrailMaster Part
Part names and designs can vary by model and production generation. When you cannot identify a part, send all the information available:
- Exact model name
- Serial number or VIN information
- Photo of the complete machine
- Close-up photo of the part
- Photo showing where the part belongs
- Measurements
- Photo of the old part
- Any numbers printed or stamped on it
Before sending anything back
Parts Return and Exchange Requirements
Request Return ApprovalCustomers Who Purchased Somewhere Else
Complimentary individual technical support is reserved for customers who purchased their machine from GoKartMasters. We no longer sell technical-support plans because our small team does not have the time to provide that level of one-on-one service for machines purchased elsewhere.
All owners are welcome to use our free manuals, articles and GoKartMasters Academy videos. If the topic you need is missing, you may request a future article or video. We cannot guarantee that every requested topic will be produced or provide an individual diagnostic response.
Respecting family and customer time
When Will GoKartMasters Respond?
Messages are normally handled Monday through Friday. We do not promise an exact response time because warehouse work, customer volume, complex diagnostics and family responsibilities change from day to day.
We sometimes answer urgent messages after hours or on weekends, especially for our own customers, but weekend and after-hours responses are not guaranteed. Our family needs time away from the business too.
Please send one complete message and allow us time to work through it. Repeated calls, texts and emails about the same issue can make it harder to serve the customer already on the line and may slow the overall response process.
Help available anytime
Use the GoKartMasters Knowledge Center
Many common questions can be answered immediately with the same guides our team uses when helping new owners. These resources are available while you wait for a personal response.
Ready to contact us?
Send One Complete Message
Include your name, order information, exact model and a clear explanation of what you need. Text is usually fastest; email is best for videos and detailed documentation.
