Frequently asked questions

Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay and Shop Pay. Checkout runs on Shopify Payments, so your card details never touch our servers.

Bundle pricing is applied automatically at checkout. Discount codes stack with it unless the code says otherwise — one code per order.

If a code won't apply, it's usually expired or tied to a different collection. Send it to us and we'll tell you which.

Yes, any time before it ships, free of charge. Email service@tervelio.com with your order number.

Once it's with the carrier we'll try to intercept it, but we can't promise they'll catch it in time.

Check spam first — confirmation emails land there more often than anywhere else. If it's genuinely missing after an hour, the email address may have a typo. Contact us and we'll correct it and resend.

Tax is calculated at checkout based on your destination and shown before you pay. For international orders, import duties are separate and are the buyer's responsibility — see the shipping policy.

Yes. Payments run through Shopify Payments over an encrypted connection, and we never see or store full card numbers.

Within 48 working hours of payment clearing. Weekends and public holidays fall outside that window.

On orders over $149 USD, worldwide. Below that, cost is calculated live at checkout from weight, size and destination.

Almost certainly not. Parcels go quiet while clearing the origin hub or sitting in a customs queue, and postal services scan far less often than express carriers.

No movement for seven working days on express, or fourteen on standard — contact us and we'll open a trace.

Possibly, depending on your country's threshold. Duty is the buyer's responsibility and isn't included in what you paid us.

We declare the actual value on every shipment. We're sometimes asked to under-declare so a parcel slips under a threshold — we don't do it. That's customs fraud, and the buyer is the one who deals with the seizure.

PO boxes work with postal services but not with DHL, UPS or FedEx. Forwarders are fine, but once a parcel reaches the forwarder it's outside our tracking and outside our claims.

If both are still unshipped, yes — email us and we'll merge them and refund the shipping difference.

30 days from the day you receive the item. The request has to reach us inside that window; the part itself doesn't need to be back with us by day 30.

Yes — as long as the adhesive liner is still attached and the part is unmarked. Dry-fitting is exactly what we recommend, and it doesn't affect your return.

No. Once the liner comes off, adhesive trim can't be resold — true of every brand in this category. It's why we'd rather confirm your fitment from a photo before you order.

A manufacturing defect found during installation is a different situation and is covered.

If the item is faulty, damaged in transit or simply wrong, we do — plus no restocking fee. For change-of-mind returns, return shipping is yours and a restocking fee applies.

We inspect and email you within about two working days of the return arriving. Approved refunds go back to the original payment method within 1–5 business days; your bank may add a few more.

Faster to return what you have and place a new order — it gets the right part moving immediately instead of holding both transactions.

Our camera trim covers fit selected refreshed Model 3 and Model Y configurations. Pre-refresh cars, Model S and Model X have different housing geometry and aren't supported.

Not sure? Send your model, model year and one photo of the housing to service@tervelio.com and we'll confirm before you order. It's free and it takes two minutes.

On the build label in the driver's door jamb, or in the vehicle documents. Use that rather than the year you took delivery — they often differ.

We describe the finish as a carbon-fiber appearance, and we'll keep describing it that way until we hold a material report and have done our own sample testing.

Plenty of listings answer this with one confident word. That word converts well. It's also unverifiable from a photo, which is why our answer is a longer sentence.

Same part, same fitment. Matte disappears into black and grey paint and is more forgiving across a curve. Gloss reads as deliberate contrast on lighter colours and shows the weave most clearly.

Compare them on an overcast day. Under direct sun the two look almost identical, and that isn't the light you'll see your car in most of the time.

The opening is shaped around the housing rather than over it — but that's a description of the part, not a promise about your car.

After installing, check your camera views and related functions in daylight, at night and in rain. If anything reads differently than before, take it off.

Not a published one yet. We'd rather say that plainly than advertise a period we haven't set terms for. Manufacturing defects are covered regardless — contact us with photos.

Camera trim covers are supplied as a mirrored pair. Left and right are formed separately and aren't interchangeable.

About ten minutes per side, no tools. Clean, align, press. Nothing to drill, disassemble or torque.

The dry-fit. Position the cover with the liner still attached, walk back a few steps and look at it the way someone in a car park would. Everything after that is just pressure — and it's the one step you don't get twice.

Adhesive trim prefers a warm, dry, shaded panel. In cold conditions bring the car and the part indoors first and let both reach room temperature, then fit.

Avoid a panel that's hot to the touch too — direct sun makes alignment harder and gives you no second chance.

Hand wash with pH-neutral shampoo, rinse before anything touches the surface, dry with a soft towel.

No solvents, abrasives or cutting compound. Matte needs a matte-specific product — ordinary wax leaves patches you can't buff out.

Hand washing is safer for any adhesive trim. If you do use an automatic wash, avoid high-pressure jets aimed at the perimeter — that's the habit that shortens the life of trim from every brand.

It's adhesive-mounted, so yes — but not without a trace. We'll publish a specific removal and residue procedure once it's confirmed with the manufacturer, rather than hand you steps we haven't tested.

Five units in a single order — and they don't have to be the same SKU or the same finish.

We set it low deliberately. A shop that has to commit to fifty units of something they've never fitted usually just doesn't bother.

5–19 entry trade, 20–99 volume, 100–499 distributor, 500+ contract. Quantity counts across the whole order, so mixing products and finishes still gets you to a tier.

We don't publish unit prices because they move with quantity, finish mix, destination and packaging. Tell us the volume and you'll have a real quote inside a business day.

Yes — before a first bulk order. We'd rather you fit one on a real car than take our word for the tolerances.

First order is paid up front. After that we can look at terms depending on volume and order history — it's a conversation, not a fixed policy.

Both are possible depending on market and volume, and neither is something we'll promise on a page before knowing what you're planning. Raise it early if a launch date depends on it — packaging changes lead time.

Yes, same as for retail buyers. Send the model, year and a photo. Fitment is where returns come from in this category, so we'd rather answer twice than process one return.

Send your volume and market through the wholesale page or email service@tervelio.com. No credit application, no account form to fill in first.

Email service@tervelio.com — one inbox, answered by someone who knows the products. We reply within one working day, usually sooner.

Order number, vehicle model, model year and VIN, a clear description of the problem, and photos. A short video if the issue only shows in motion.

Without those we often can't diagnose it, which slows things down for both of us.

No, you can check out as a guest. An account just makes order history and tracking easier to find later.

Tracking is emailed as soon as the label is scanned, and appears in your account under order history. You can also use the order tracking page without logging in.

No — we sell online and ship direct. It's part of why the pricing works.