Shipping Policy

TMATE Tesla offers global transportation services, covering North and South America, Europe, Asia, Africa, Oceania, and other regions. We have engaged major and reliable international carriers to ensure that your package arrives safely at its destination. We provide as many transportation options as possible, including EXPRESS, DHL, UPS, TNT, FedEx, and more.

Shipping Policy

Total Delivery Time = Processing Time + Shipping Time

Shipping Fees

Currently, all products and orders enjoy free shipping to almost all countries/regions, including the United States (excluding Alaska, Hawaii, and Puerto Rico), Canada, the United Kingdom, Ireland, Germany, France, the Netherlands, Spain, Austria, Denmark, Switzerland, the Czech Republic, Finland, Italy, Belgium, China (including Hong Kong and Taiwan), Japan, South Korea, Australia, New Zealand, the United Arab Emirates, Israel, Malaysia, Norway, Poland, Portugal, Sweden, and Singapore.

For certain regions in the United States (Alaska, Hawaii, Puerto Rico), shipping fees are as follows:

• Free shipping.  (Order amount：$ 0.00−150.00)
• Shipping Fee: $50.00.  (Order amount：$ 150.00-$300.00)
• Shipping Fee: $100.00.  (Order amount：Over $300.00)

Note: Regardless of the quantity of items purchased in a single order, only the shipping fee will be charged, with no additional weight-based fees.

If your order does not qualify for free shipping, the shipping fee will be displayed on the shipping address page upon order completion.

Given that each country/region has different import rules, legal frameworks, and taxation systems, TMATE hereby clarifies that customers are solely responsible for all relevant taxes, duties, and fees, as well as adhering to local import regulations. TMATE does not assume responsibility for these. Furthermore, we do not accept free returns for non-quality issues after the product has been shipped.

Shipping Time

The processing time starts from the date when you place an order. Standard items usually take 1-3 business days for order processing. After processing, your order will be shipped. Customized products (such as car packaging and interior customization) usually take up to 15 business days for processing.

Multiple items in an order may be shipped from different distribution centers, resulting in multiple delivery packages, with the warehouse providing the fastest delivery time as the basis. After order processing and shipping, detailed shipping dates and tracking numbers will be sent to the provided email address.

Note: Large truck deliveries may not have tracking numbers.

Weekend/Holiday Delivery - No weekend or holiday delivery options are available. All orders are only processed and delivered on Monday to Friday.

However, if you have any special requirements, please leave us a message, and we will try to ship according to your needs. After the order is shipped, an automatic shipment confirmation email containing tracking information will be sent to you. If you do not receive a tracking number within 24-72 hours after the order confirmation email is sent, please contact our customer service for the actual situation.

If you need help, please visit our "Contact Us" page. If you need the carrier's link to track your package, please email us.

Delivery Time

We mainly use express delivery or special transportation methods, with an average global shipping time of about 7-12 days. Special time requirements must be notified in advance. The estimated delivery date provided at checkout is for estimation purposes only and does not guarantee delivery on a specific date or time. Since this is an estimate, shipping costs cannot be refunded for items that arrive after the estimated delivery date. The estimated delivery date is for business days and does not include weekends or holidays.

If you need to change the delivery address, please email support@tmatesla.com within 12 hours after placing the order. We can help before the package is shipped.

If the package is not delivered on time, please feel free to contact us first. We will work together to resolve any issues.

Shipping Tracking

If you have successfully ordered TMATE Tesla products, you can visit: My Account > Account Information > Order History, find the corresponding order number, check the order status, and view the shipping status of the order under the order status. You can enter the logistics company's website, where you can enter the tracking number, and you will see the tracking information.

Out-of-Stock Items

If an item is temporarily out of stock, we will process and ship the available part of the current inventory first, and immediately proceed to replenish the out-of-stock items. Once the inventory is replenished, we will promptly arrange to ship the remaining items to ensure that you receive the complete order content as soon as possible.

Exceeding Delivery Time

If the delivery time exceeds the estimated time frame, we kindly ask you to contact us promptly. We understand the importance of timely delivery to you, so we will immediately give this situation high priority. Once we receive your feedback, our customer service team will quickly initiate an investigation process to identify the specific reasons for the delay in delivery. This includes but is not limited to unexpected delays in logistics transportation, errors in inventory management systems, or any other factors that may affect the efficiency of delivery.

Package Damage During Shipping

If you find that the package is damaged during shipping, please reject it if possible. Contact the express company and our customer service to understand the package situation.

If you receive a damaged product, please take photos and contact us as soon as possible, and our service will provide assistance. (Digital photos of damaged products are necessary for us to file a damage claim. You must send us the proof within 48 hours after receiving the product). We will reply to you within 24 hours.

Package Return

To allow the delivery person to contact you, please keep your phone accessible during this period. If you do not receive the package in time, it will be returned to the shipper, and we are not responsible for any losses caused by this.

If you have any questions, please feel free to contact us.

📧Email: support@tmatesla.com

📞Phone: (+1) 2134211634

Service Hours: Sunday to Thursday: 8:30 PM - 5:30 AM EST

Product Installation

Customers requiring installation services must contact us separately when placing their orders. Quotations are based on individual products. We have dedicated installers in California who can be booked in advance for on-site installation.

Shipping Notification

For special shipping requirements, please contact TMATE Customer Service. Please verify your address before making the payment. We will liaise with logistics personnel to resolve any issues. TMATE orders can only be shipped to the country/region where the order is placed. Address changes requested after the order has been shipped cannot be guaranteed and may result in order escalations. Additionally, you will be responsible for any risks and costs associated with address changes made after shipment.

When placing an order, please ensure that all names, addresses, and contact information are correct and accurate to facilitate successful delivery.

TMATE assumes no responsibility for order delays or rejections caused by the following reasons:

Delays or failures to deliver due to recipient actions, including but not limited to address changes after shipment, incomplete or incorrect addresses, incorrect contact information, and refusal to accept delivery.

Customs clearance delays and any resulting damages are borne by the customer.

Delays caused by force majeure, such as sudden, unavoidable, or insurmountable circumstances, including but not limited to transportation disruptions (e.g., weather), communication system disruptions, government activities, changes in postal regulations, wars, earthquakes, typhoons, floods, fires, heavy rains, heavy fog, and related events.

During weekends, national holidays, and festive seasons, mail and packages may not be delivered to schools, workplaces, or residential areas where couriers cannot access.

Inspection and Marking

As TMATE products are often valuable, please inspect the packaging upon receipt. If there is obvious damage or tearing, do not sign for or open the package. In such cases, please contact TMATE Customer Service.

Upon receipt of the goods (or receipt by your beneficiary), TMATE considers the packaging, quantity, and products as confirmed. To protect your rights, we strongly recommend that you take a complete unboxing video and check the items against the packing list. If items are damaged or missing, please contact TMATE Customer Service within 24 hours of receiving the package to promptly resolve the issue.