FAQs
FREQUENTLY ASKED QUESTIONS
ORDERS
1. Will I receive an order confirmation?
Yes. Once your purchase is complete, we’ll send a confirmation email with your order details to the email address you provided.
2. What vehicle information do I need to provide?
Our products are custom-made for your specific vehicle. Please double-check your vehicle make, model, year, generation, body style, trim, seating configuration, product type and color before completing checkout. Products made according to the information you provided are not considered defective or incorrect if that information was wrong.
3. Can I cancel my order?
Because every order is custom-made, cancellations follow this schedule:
- Within 1 hour of purchase: 100% refund of the product amount paid (excluding tips), provided production has not started.
- After 1 hour and within 6 hours: 70% refund. A 30% cancellation and order-processing fee applies.
- After 6 hours, or once production has begun: the order can no longer be cancelled or modified.
A cancellation is effective only once we receive and confirm it. Please contact us as soon as possible at support@carsilks.com.
4. Can I change my order details or shipping address?
Please contact us right away. Changes are only possible before production begins and within 6 hours of purchase. If your order has already shipped with an incorrect address, we cannot change it, but you may be able to request an address change directly with the carrier using your tracking number.
5. Can I change my billing address?
We can’t edit the billing address after an order is placed. As long as the shipping address is correct, your order will be delivered normally.
SHIPPING
6. How much does shipping cost?
We offer free worldwide shipping on all orders. Shipping to APO/FPO addresses may carry an additional $30 USD charge.
7. How long will it take to receive my order?
- Production: typically 7–10 business days, as each order is made to order.
- Shipping: approximately 20–25 business days after your order is handed to the carrier.
Delivery times are estimates and may vary due to customs clearance, carrier transfers, weather, public holidays, or remote locations.
8. Which carriers do you use?
Depending on your destination, we ship with trusted carriers including UPS, FedEx, Canada Post and Yun Express.
9. How can I track my order?
Once your order ships, you’ll receive an email with your tracking number. You can also check your order status anytime on our Track Order page.
10. Will I be charged import duties or taxes?
International orders are shipped Delivered Duty Unpaid (DDU) unless otherwise stated. Any import duties, VAT, customs fees or local taxes are the customer’s responsibility. Please check with your local customs office for details.
11. Can I ship one order to multiple addresses?
No. Each order ships to a single address. Please place separate orders for different addresses.
12. What if I refuse or don’t collect my package?
If a package is returned, refused, abandoned or disposed of because of an incorrect address, refusal of delivery, failure to collect, or not responding to carrier notices, we may not be able to offer a refund or free replacement.
13. What if my package is lost?
If the carrier confirms your package is lost in transit, we’ll work with you on a resolution, either reshipping your order at no additional product cost or issuing an eligible refund once the loss is verified. While tracking still shows movement, we may need to wait for the carrier’s investigation.
RETURNS, REFUNDS & ISSUES
14. My item arrived damaged, incorrect, or with missing pieces. What should I do?
Please contact us at support@carsilks.com within 15 days of delivery with your order number and:
- A full unboxing video (whenever available)
- Photos of the original package and shipping label
- Clear photos or videos of the issue and all items received
Once verified, we’ll provide an appropriate resolution such as a replacement, repair, or refund. You generally don’t need to return the item unless we request it.
15. The product doesn’t fit my vehicle. What should I do?
Contact us within 15 days of delivery. We may ask for a full-view video from outside to inside your vehicle showing the product installed and the affected area. A photo of a small corner alone may not be enough to verify a fitting issue.
16. Can I return an item because I changed my mind or don’t like the color?
Because our products are custom-made, we generally cannot accept returns for change of mind, style, or color preference. In exceptional cases, if we authorize a return, the customer pays return shipping and a 35% material and handling fee may be deducted from the refund.
17. How do I return an item?
Please do not send anything back without written authorization from us. Email support@carsilks.com first, and we’ll provide the correct return address and instructions. Items sent to an unauthorized address cannot be accepted.
18. How long does a refund take?
Approved refunds are processed within 12 business days to your original payment method. Your bank or payment provider may need additional time to show the funds.
19. What happens after the 15-day period?
Issues should be reported within 15 days of delivery. After that, we may review cases individually at our discretion. Damage from accidents, misuse, improper installation or cleaning, normal wear and tear, or prolonged sun exposure is not considered a manufacturing defect.
OTHER
20. How do free gifts work?
Each eligible order includes a maximum of one item of each free gift type, regardless of how many products are in the order.
21. How can I contact you?
Email: support@carsilks.com (please include your order number)
Online chat: 9:00 AM – 6:00 PM (EST), 7 days a week