Question 1

How long will it take to receive my order?

Accepted Answer

The delivery time for your order depends on two main factors: processing time and shipping time.Processing TimeThis is the time it takes for our warehouse to prepare your order for shipment.Orders are typically processed within 1-3 business days.Shipping TimeOnce your order is shipped, the delivery time will vary based on your location and the shipping method selected at checkout.Standard Shipping:United States: 7-15 business daysEurope: 7-15 business days

Question 2

How to track my order?

Accepted Answer

You can track your order using the tracking number provided in your shipping confirmation email.Please enter your tracking number on our tracking page: https://17track.net/enIf you are still unable to track your package, please contact our customer service team at:E-mail: support@tesery.com / service@tesery.com

Question 3

Do you ship internationally?

Accepted Answer

Yes, we do ship internationally.We offer free international shipping on all orders over $149 USD.For orders under this amount, the shipping fee and estimated delivery time will vary based on your location. To get an accurate shipping cost, simply add the items to your cart and proceed to the checkout page. The system will automatically calculate the fee for you before you complete your purchase.

Question 4

I never got my order, what to do?

Accepted Answer

We are sorry to hear that you haven't received your order. We know this can be frustrating, but we're here to help.To help us find your package, please follow these steps:Check Your Tracking Information: Use the tracking number from your shipping confirmation email to check the latest status on our Tracking Page. The carrier's website often provides the most up-to-date information on the package's location and estimated delivery date.Verify the Delivery Location: Sometimes, packages are left in a secure location on your property or with a neighbor. Please check all entrances, porches, and with anyone else in your household.Contact Us: If you still cannot locate your package, please contact our support team directly. We will be happy to assist you further.

Question 5

Delivered but Not Received - DBNR

Accepted Answer

[Important Notice] Package Shows Delivered, But You Haven't Received It? Please Follow These Steps! (Alternatively: Package Says Delivered, But You Didn't Get It? Here's What To Do Next.)I. IntroductionWe understand how frustrating and confusing it can be when your package shows as delivered, but you haven't actually received it. At Tesery, your shopping experience is very important to us. To help you locate your package or resolve the issue as quickly as possible, please follow the steps below.II. Initial Checks: Common Package LocationsBefore contacting us, please check the following places:Neighbors and Front Desk/Property Management: Your package might have been left with a neighbor, or with the front desk/package room of your apartment building or office.Safe and Hidden Spots: The delivery driver might have placed the package in a less obvious location on your porch, in your garage, backyard, or behind bushes to prevent theft or exposure to weather.Check Delivery Photo/Signature: If you received a delivery photo or signature confirmation from us or the carrier, please carefully examine the delivery location in the photo or confirm if the signature belongs to a household member.Family Members or Colleagues: Confirm if any other family members or colleagues might have accepted the package on your behalf but forgot to inform you.Delivery Notice: Check your mailbox or door for any "delivery attempted" or "delivery notification" slips left by the carrier.III. Crucial Step: Contact the Shipping CarrierDidn't find your package? Please contact the carrier immediately!Important Note: Your package was delivered by a third-party shipping carrier (such as FedEx, UPS, USPS, DHL, etc.). When a package shows as delivered but you haven't received it, contacting the carrier directly as the recipient often leads to a quicker investigation result, as you can provide more detailed information about your delivery location.Please follow these steps:Prepare Information: Have your tracking number [e.g., ABC123456789] ready.Contact the Carrier:[Carrier Name, e.g., FedEx]Customer Service Phone: [e.g., 1-800-GoFedEx (1-800-463-3339)]Report Missing Package Online: [e.g., ][Carrier Name, e.g., UPS]Customer Service Phone: [e.g., 1-800-PICK-UPS (1-800-742-5877)]Report Missing Package Online: [e.g., ][Carrier Name, e.g., USPS]Customer Service Phone: [e.g., 1-800-275-8777]Report Missing Package Online: [e.g., ]Initiate an Investigation and Get a Case Number: When you contact the carrier, clearly state that the package shows delivered but you haven't received it, and ask them to initiate an investigation. It is crucial that you obtain a "Case Number," "Claim Number," or "Investigation ID" from the carrier. This number is vital for us to follow up on the investigation. Please make sure to ask for it during your call or note it down if you report it online.IV. Inform Us and Next StepsOnce you have the investigation number, please inform us immediately!As soon as you obtain the investigation number from the carrier, please reply to us at [service@tesery.com / support@tesery.com] or through [Your After-Sales Form Link] with this number.Important: Once we receive this case number from you, we will initiate our internal process and begin to work towards a resolution, even while the carrier's investigation is ongoing.Processing Time: The carrier typically requires [e.g., 2-3 business days] to complete their full investigation.Solution: Based on the information gathered and our internal assessment, we will then communicate with you and determine the best course of action, which may include arranging a replacement shipment or processing a refund.V. Important NoteAct Promptly: Please make sure to contact the carrier as soon as possible, as package investigations usually have time limits.Stay in Communication: Throughout this process, please keep in touch with us, and we will do our best to assist you.

Question 6

Address Issues：shipping address is incomplete or incorrect

Accepted Answer

To update your shipping address, please contact our customer service team Before shipment: We can update the address for you directly.After shipment: Since the package has already been handed over to the carrier, we may not be able to change the address on our side. In this case, you may need to contact the local shipping company for further assistance.Customer Service Email: support@tesery.com

Question 7

Customs & Import Duties

Accepted Answer

When you place an order with Tesery, you don't need to worry about additional import duties.How We Handle Customs & Shipping1. Priority Line Shipping (e.g., Yanwen, YunTu, 4PX):We use a Delivered Duty Paid (DDP) service for these shipping lines. This means Tesery pays all customs duties and taxes upfront. The carrier will handle the full clearance process, and you will not have to take any extra steps or pay additional fees upon arrival.2. Commercial Express Shipping (e.g., DHL, UPS, FedEx):In some countries, import taxes may still apply with this shipping method. If the customs office contacts you for payment during the clearance process, please reach out to us immediately and provide the tax receipt or invoice. Tesery will reimburse you for the full amount, provided the duty does not exceed 30% of the total order value.Special NoteFor smooth and fast customs clearance in certain countries, we require a Tax ID. This applies to Chile, Brazil, Singapore, Malaysia, and Israel. Please provide your Tax ID in the order notes or send it to our support team right after placing your order.Customer Service Email: support@tesery.com

Question 8

How long does customs clearance take?

Accepted Answer

Clearance times vary by country, usually taking 1–7 business days, though in rare cases it may take longer. Since customs procedures are handled by local authorities, we cannot directly intervene, but please be assured that we closely monitor your package status.In most cases, clearance is completed within a few days. However, during peak seasons or if additional inspections are required, it may take up to a week or more. We fully understand this may cause inconvenience and truly appreciate your patience.Our commitment at Tesery: if your package is held at customs for more than 21 business days, we will arrange either a free replacement or a full refund — so you can shop with complete confidence.Customer Service Email: support@tesery.com

Question 9

My tracking information hasn’t updated. Is there a problem?

Accepted Answer

Sometimes, due to carrier systems or customs processes, tracking updates may appear delayed. Please don’t worry—this does not affect the actual delivery progress, and your package is still moving normally. We continue to monitor all shipments and will step in promptly if needed.In addition, some carriers use internal tracking systems, meaning certain updates may not be visible on public tracking pages in real time. If you come across such a situation, simply reach out to our support team, and we’ll quickly verify and provide you with the latest status.Customer Service Email: support@tesery.com

Question 10

What should I do if the package arrives damaged?

Accepted Answer

When your package arrives, please check the product carefully.If you notice any damage, kindly take clear photos of:The outer and inner packagingThe shipping label on the packageThe damaged part of the productOnce you have the photos, please contact our customer service team right away. We will review the case and assist you with a replacement or refund, depending on the situation.Customer Service Email: support@tesery.com

Question 11

Why do I need to pay shipping even though my order exceeds $149？

Accepted Answer

Rest assured, orders with a total payment over $149 (after discounts) generally qualify for free shipping.However, in certain special cases, additional shipping fees may apply, for example:	      Delivery to remote areasIn such situations, our customer service team will proactively contact you to assist with any additional shipping costs.Please note that the free shipping policy may vary depending on promotions or your location. If you have any questions, feel free to reach out to our customer service team, we’re here to help and support you.Customer Service Email: support@tesery.com

Question 12

Shipping & Fees to Turkey

Accepted Answer

For orders to Turkey, we prioritize Delivered Duty Paid (DDP) shipping. Please provide your 11-digit ID number or tax number at checkout to ensure smooth customs clearance.For larger or heavier items, we may use a non-DDP shipping method. In such cases, you will need to prepay the customs duties upon delivery—usually around $30. If the cost is higher, please contact customer service for confirmation. We will reimburse you after you submit proof of payment. Before shipping, we will contact you to confirm whether this method will be used.Please note: when using non-DDP shipping, customers may be required to provide necessary information for customs declaration. Do not use the order invoice directly for customs clearance; instead, contact our customer service for detailed guidance to ensure smooth processing.Customer Service Email: support@tesery.com

Question 13

Why did my order arrive in separate packages, and what should I do if one package is still missing?

Accepted Answer

Some orders may be shipped in multiple packages. Each package can have its own tracking number and delivery timeline. Please check all tracking numbers in your shipping confirmation email. If one package has not arrived within its expected delivery time, contact support@tesery.com with your order number and the missing package’s tracking number so our team can investigate.

Question 14

Can I modify my order after placing it?

Accepted Answer

Yes. If your order has not been shipped, it can be modified. Please contact us as soon as possible with your order number and the exact change requested. Once the order has shipped, it can no longer be modified.

Question 15

What is your return policy?

Accepted Answer

Please check our return/refund/exchange policy here.

Question 16

Can I exchange an item?

Accepted Answer

Yes, you can exchange an item.We offer exchanges for items within 30 days of the delivery date. The item must be in its original, unused condition and in the original packaging.For a smooth exchange process, please contact our support team at support@tesery.com.

Question 17

What is your contact info?

Accepted Answer

We can be reached through email at support@tesery.com

Question 18

Return Note

Accepted Answer

We will handle the process once we received the package, in order to receive the good quickly and avoid the high return fee, please ship by EMS, declare the amount under $100, for the declare information, please write testing sample.DHL/Fedex/UPS such commercial express will consist customs detention and high amount of tax, and lead to the goods cannot be signed in normally, please avoid using above express. If you chose these express for return, the losses incurred shall be borne by the sender.Kind regards Tesery team

Question 19

Return Policy

Accepted Answer

We are committed to providing you with a worry-free and enjoyable shopping experience. Should you need to return a product, we offer a clear and convenient return service.1.Order CancellationYou can request to cancel your order before it has been shipped.If your order has already been shipped, we will do our best to intercept it, but success is not guaranteed.Please submit your cancellation request via email or through our online customer service.2. 30-Day Return PolicyYou have the right to request a return within 30 days from the date you receive your item. To ensure a smooth process, please make sure to contact us and initiate the return within this 30-day period.3. Eligibility for ReturnsTo be eligible for a refund, returned products must meet the following conditions:The item must be in the same condition as when you received it—unworn, unused, with tags, and in its original packaging.Proof of purchase is required.4. Return Reasons & Associated FeesWe handle two types of returns:Quality Issues or Damaged Products:If the item you received is defective, damaged, or if you received the wrong item, please contact us immediately. We will issue a full refund or provide a replacement and will cover all associated costs.Non-Quality-Related Returns (e.g., Personal Preference):For returns initiated due to personal preferences (e.g., change of mind, dissatisfaction with the color or style), a 15% restocking fee will be applied, and the customer is responsible for covering the return shipping costs.5. The Return ProcessTo start a return, please follow these steps:Contact Us:Send an email to support@tesery.com / service@tesery.com or use our live chat to inform us of your return request.Receive Instructions:Once your return request is approved, we will send you detailed return instructions, including the shipping address and packing guidelines.Ship the Item Back:Please ship the item back according to the instructions provided. Please note that items sent back to us without first requesting a return will not be accepted.6. Non-Returnable ItemsDue to their nature, certain types of items are not eligible for return:Customized Products: For example, steering wheels and wheels that are explicitly marked as custom products cannot be returned for non-quality-related issues.Specific Items: This includes gift cards, hazardous materials, or flammable liquids/gases.If you have any questions about the eligibility of a specific item, please contact us before making a purchase.7. Refunds & ExchangesRefunds:Once we receive and inspect your returned item, we will notify you and inform you if the refund has been approved. Approved refunds will be processed automatically to your original payment method within 1-5 business days. The final credit posting time depends on your bank or credit card company.Exchanges:For the fastest way to ensure you get what you want, we recommend that you return the item you have, and once the return is accepted, make a separate purchase for the new item.Your satisfaction is of the utmost importance to us. If you have any questions, please do not hesitate to contact us. Thank you for choosing to shop with TESERY!

Question 20

How will I receive my refund?

Accepted Answer

Any form of refund (such as full, partial, tax reimbursement, or negotiated compensation) will be directly returned to the card or payment platform you originally used. You do not need to provide any additional account information.Please rest assured, and if you have any questions, feel free to contact our customer service team for assistance and support.Customer Service Email: support@tesery.com

Question 21

How long will it take to receive a refund?

Accepted Answer

We understand that you want to receive your refund as soon as possible.Typically, we process refunds within 48 hours. However, the time it takes for the funds to appear in your account depends on your bank or payment platform, and usually takes 1–7 business days.If you have any questions, please feel free to contact our customer service team—we’re happy to assist you.Customer Service Email: support@tesery.com

Question 22

Will I be charged any extra fees for a refund?

Accepted Answer

No additional fees are charged when processing a refund. However, any transaction fees applied by your bank or payment provider at the time of the original payment are non-refundable. If you have any questions, please feel free to contact our customer service team.Customer Service Email: support@tesery.com

Question 23

What happens if the credit card I used for payment has expired or been canceled?

Accepted Answer

Refunds are typically returned to your account safely. Here's how it works:If your card has expired: The refund will automatically be credited to the new card account that your bank has updated for you.If your card has been canceled: The bank will issue the refund to the bank account associated with that card.In most cases, you don't need to take any action. If the refund takes longer than expected, please feel free to contact us.Customer Service Email: support@tesery.com

Question 24

Can I cancel a refund that has already been issued?

Accepted Answer

Once a refund has been processed, it cannot be canceled or reversed.Please make sure all refund details and amounts are correct before we process your request.If you have any questions, please contact our customer service team for assistance.Customer Service Email: support@tesery.com

Question 25

I’ve requested a refund but haven’t received it yet. What should I do?

Accepted Answer

If you haven’t received your refund after a reasonable period, please contact our customer service team at support@tesery.com.We can provide you with the Acquirer Reference Number (ARN) for your refund transaction. You can use this number to follow up with your bank or credit card provider to track the status of the refund.Please note that refunds are returned via the original payment method, and the actual arrival time depends on your bank or payment platform. We will assist you throughout the process to ensure your refund is successfully completed.

Question 26

If I used a discount code, how will my refund be processed?

Accepted Answer

The discount code itself is non-refundable. Refunds will only cover the actual amount you paid, excluding the portion covered by the discount code.

Question 27

Will the shipping fee be refunded along with my order?

Accepted Answer

We assure you that your rights as a customer are fully protected.Partial Refund: Shipping fees are non-refundable.Full Refund: Customer-initiated return (e.g., change of mind): Shipping fees are generally not refunded.Seller responsibility (e.g., defective product, wrong item shipped): Shipping fees will be refunded together with the order amount.Customer Service Email: support@tesery.com

Question 28

Why Do I Need to Provide a PayPal Account for the Return Shipping Reimbursement?

Accepted Answer

Our payment system is designed to process refunds only up to the original order amount through the original payment method.In cases where return shipping reimbursement is approved and applicable, this amount is handled separately, as it is not part of the original transaction.Please note that not all return shipping costs are reimbursed via PayPal — the reimbursement method and eligibility depend on the reason for the return and the specific case assessment (e.g., quality issue, wrong item, or non-quality related return).When reimbursement is approved, we use PayPal as a secure and efficient method to ensure you receive the payment quickly and accurately.

Question 29

How long will it take to receive my refund?

Accepted Answer

After we issue your refund, we will send you a refund notification. The time it takes for the funds to appear in your account depends on your bank or payment provider. If you have not received the refund after 3 business days, please contact our support team for the refund reference number, then provide it to your bank so they can trace the transaction.

Question 30

Do you charge a return or restocking fee for a non-quality-related return?

Accepted Answer

No. TESERY does not charge a return or restocking fee for non-quality-related returns. However, the customer is responsible for the return shipping cost. Please contact our support team before sending the item back so we can provide the return instructions.

Question 31

How long do I have to report shipping damage?

Accepted Answer

Please report shipping damage within 48 hours after delivery. Contact our support team with your order number, a description of the damage, and clear photos or videos of the product, outer package, shipping label, and all items received.

Question 32

Help Center

Accepted Answer

For your convenience, we have prepared a series of installation videos to assist you with the setup process. You can access these videos through the following link:Help Center: https://teseryglobe.notion.site/tesery-help-center

Question 33

What makes Tesery products unique?

Accepted Answer

Tesery products are specifically designed for Tesla vehicles, ensuring a perfect fit and high-quality materials. Our focus on functionality and aesthetics, along with our commitment to customer satisfaction, sets us apart in the vehicles & parts industry.

Question 34

Seat Covers Installation guide

Accepted Answer

Seat Covers Installation guide

Question 35

Model Y Juniper Yoke Steering Wheel : Step-by-Step Installation

Accepted Answer

Model Y Juniper Yoke Steering Wheel : Step-by-Step Installation

Question 36

Is the product compatible with my car?

Accepted Answer

Please provide your vehicle information (year, model, and manufacturing location), and we will confirm compatibility for you.Customer Service Email: support@tesery.com

Question 37

What if the product doesn’t fit or can’t be installed?

Accepted Answer

Before concluding that the product is incompatible, please try the installation using the provided manual or installation video. Sometimes products may look different but still fit properly once installed.If you still encounter issues after attempting installation, kindly share the following details with us:Your vehicle information (year, model, and manufacturing location)Clear photos or videos showing the installation process or problemWith this information, our team will carefully verify the issue and provide you with the best solution, such as guidance, replacement, or return.Customer Service Email: support@tesery.com

Question 38

Will installing the TESERY 8.8” Touch Screen affect my warranty?

Accepted Answer

This product is an aftermarket customization accessory. Its installation is fully based on the original car wiring plugs and is non-destructive, allowing you to plug and unplug it at any time without damaging the vehicle’s wiring.Technically, installing this product does not affect your vehicle’s warranty or safety.Please note that Tesla officially does not recommend aftermarket modifications, and we understand this. Customers should decide based on their own needs before purchasing and installing.

Question 39

How to use/redeem points?

Accepted Answer

For issues regarding the use and redemption of store points, please refer to the following two links.https://www.tesery.com/pages/rewards-policyhttps://www.tesery.com/pages/tesery-official-store-rewards

Question 40

Do you support any payment methods other than credit cards?

Accepted Answer

The store supports multiple payment methods. You can choose the payment method that is convenient for you for payment.Shop：Shop PayShop Pay InstallmentsCards：VISAMastercardAmerican ExpressDiners ClubDiscoverWallets：Apple PayGoogle PayAmazon PayPayPal WalletCrypto：USDCLocal payment methods：Bancontact（Belgium）iDEAL  （Netherlands）

Question 41

Can customer support unsubscribe me from marketing emails?

Accepted Answer

Yes. You can use the Unsubscribe link at the bottom of a promotional email, or contact our support team and we can unsubscribe you manually. Transactional messages about orders, shipping, refunds, or account activity may still be sent.

Question 42

Why Does Real Carbon Fiber Look Uneven on Curves?

Accepted Answer

This is a natural characteristic of real carbon fiber, not a defect. During the high-temperature and high-pressure molding process, the carbon fiber fabric—composed of thousands of fine carbon filaments—must conform to the shape of the mold. When the material encounters curves or complex surfaces, the fiber bundles naturally stretch, extend, or slightly twist. As a result, the weave pattern may appear slightly distorted or irregular at the bends.Unlike ABS or other plastic materials with uniform printed textures, genuine carbon fiber exhibits natural variations in the weave due to its structural properties. These subtle irregularities are a hallmark of authentic carbon fiber craftsmanship.

Question 43

How do I clean my white leather seat covers if they get dirty?

Accepted Answer

If your seat covers get dirty, you can choose any of the following cleaning methods:Gently wipe stains with a soft cloth dampened with a small amount of rubbing alcohol.Use a foam cleaner for a gentle and even cleaning.Apply a professional leather cleaner for deeper care and long-term protection.Tips for maintaining your white leather seats:Light-colored seats require regular upkeep. We recommend cleaning them every 1–2 weeks to keep them bright and looking fresh.Avoid cleaners containing bleach or strong acids/alkalis, as these can damage the leather surface.For stubborn stains, a leather-specific cleaner is preferable to alcohol.Protect the leather from prolonged direct sunlight to prevent discoloration; using a sunshade when parking outdoors is recommended.

Question 44

There are wrinkles on my seat covers after unpacking. Is this normal?

Accepted Answer

Yes, that’s completely normal — the wrinkles are caused by compression during shipping and do not affect quality. Here’s how to fix it:Use a heat gun or hair dryer to gently warm the wrinkled areas.Keep the dryer about 6 cm (2–3 inches) away from the surface.After installation, the seat cover will stretch and fit tightly, making the wrinkles disappear naturally.After a short time, the covers will become smooth and well-fitted.

Question 45

Product After-Sales FAQ

Accepted Answer

1. Damaged ItemsIf your product was damaged during shipping, please provide the following information:Photos of the packaging and the product.Photos showing any damaged parts of the product.A description of the damaged areas and the extent of the damage.Please contact us within 24 hours of receiving the product so we can assist you in resolving the issue promptly.2. Quality IssuesIf you find that the product has quality issues, please provide the following information:Clear photos of the product showing the quality problem.A detailed description of the issue, including how the product was used and when the problem was noticed.If necessary, you may also provide a video to further explain the issue.3. Installation Fit ProblemsIf you're experiencing issues with installation not fitting, please provide the following information:Year, model, and VIN (Vehicle Identification Number).A detailed description of the installation issue.Photos of the product and installation area.If possible, a video showing the installation process to help us better understand the problem.

Question 46

Is the NovaPads Air-Foam Mattress Pro compatible with the US six-seat Tesla Model YL?

Accepted Answer

No. The NovaPads Air-Foam Mattress Pro is not compatible with the US six-seat Tesla Model YL.

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