FAQs
Frequently Asked Questions
Products & Payment
What are the payment options?
You could pay using PayPal, after selecting your preferred payment method, you will be redirected to the chosen payment gateway. Once your payment has been completed, you will return to alexsoninnovations.com and you will receive your payment confirmation by e-mail.
What products do you sell?
Welcome to Alexsoninnovations, your one stop shop for car aftermarket parts. We offer a variety of services, mostly related to Tesla vehicles, parts, and components. Our focus is to provide you with the ultimate experience through exceptional service. Please Contact Us if you have any questions about services we offer!
What products ship directly to the customer?
Vehicle parts and most accessories will ship directly to you like this：Model 3 and Model Y Automatic Garage Door Opener will ship to you directly.
Can I get help with installation on my Tesla vehicle?
Direct-ship accessories are meant to easily be added and removed from the vehicle and do not require a Service Center visit but feel free to contact us for help.
Where can I find fitting instructions for a direct-ship accessory?
Will the direct-ship accessory comes with fitting instructions?
Not all the direct-ship accessories have instructions, if you need the instructions please fee free to contact with our Customer Support Team for the installation instructions.
Are your products comes from Original Equipment Manufacturer？
All our products are produced by the original OEM factory which is functional equivalence & quality equivalence. Even our Product R&D Department will strengthen improvement and upgrade the quality and performance of the products for superior performance.
Are all your parts new, or do you sell some re-manufactured or used parts?
All parts we sell are brand new, we do not sell many re-manufactured parts. If a part is re-manufactured, it will state ''re-manufactured’' or 're-man' in the part's description.
Do you accept recycle of my old parts?
Very sorry we cannot accept a recycle of your old part. We are seller for brand new part.
The part I want isn't listed, when will it in stock?
If the part you're looking for is not listed, we do not have it now. However, we add new parts to the store daily so please check again soon.
Orders & Shipping
What are Alexsoninnovations Shop’s delivery time frames?
Orders will ship out within 1 to 3 business days from the time of purchase. Order cut-off time is 10:00 AM PST, so any order made after 10:00 AM PST will be considered a next business day order.
After your order is shipped out, it usually takes about 24-48 hours for any tracking services to update. If no updates are made on your tracking information after 48 hours, please contact our Customer Support Team for more assistance.
What should I do if I didn't receive my products?
If the package is lost or delayed, please contact our Customer Support Team with your order number, and we will review the information to see how we can best assist you. We want to ensure that all our customers are able to receive and enjoy their products, and we will try our best to make that happen!
In the case that a shipment has been marked as delivered but not actually received, here are a couple things you can do before contacting our team:
Check with your neighbors, building management, or security to see if they may have received it on your behalf.
Contact your local post office as they may be holding the package at their facility following an unsuccessful delivery attempt.
Am I able to change wrong shipping address for my order?
If your order has not yet been processed in our shipping system, we may be able to modify your shipping address for you.
If your order has already been processed for shipment or is already in transit, we unfortunately are not able to modify the shipping address. We kindly recommend that you contact your local post office to arrange for a possible address change or pick-up of the package. If you are unable to receive your package, please contact our Customer Support Team and we will do our best to assist you further.
When will my exchange order ship?
Once your return Items have been dropped off In the mail, your exchange order will be placed and you will receive an email confirmation. If your exchange Item goes out of stock before your original order Is scanned via the carrier, your original order will be refunded. Exchanged Items are processed once the returning Items are received—not any time beforehand.
How do I cancel my online order?
We try to dispatch orders ASAP. Contact us to check in on your order. If your order hasn't already been dispatched, we should be able to cancel your order. Please note that some orders may not be able to be changed or canceled once the order is already in progress, we will be unable to accommodate a request to modify it. If you need to cancel an online order that has not yet been shipped, please contact us via the mail.
How do I check my order status?
Please log into your account and you will see a full history of your orders where you could find the shipping status and tracking number from there. If you could not find it, please contact our Customer Support Team! One of our friendly and helpful agents will be more than happy to assist you.
Will there be any delays in receiving my online order?
Due to the impact of COVID-19 and the recent increased order volume, there may be temporary delays beyond our standard shipping times. Once the express receives the order, you will receive tracking info. Your order can be tracked in your account page. Stay Safe Everyone!
Who is responsible for the return shipping fee?
If you received the wrong or damaged item, please take a photo of the item, and contact us immediately through our email at admin@tespart.com. Please keep in mind that free return shipping is only available for wrong or damaged items.
Why I ordered multiple items but they did not arrive together?
In a multi-pack shipment, part of your order may get separated from the rest of the order due to the shipping demand. Please check the order shipping information in the account，here will be individual tracking numbers of each piece of your shipment.
Refunds & Exchange
Is it possible to return a product?
If you are not completely satisfied with your purchase, we will be happy to accept a return for a refund or exchange on products In new/unused condition within 30 days of receiving the product. Items must be In new condition and In the original packaging (please do not assemble, Install, or modify the product In any way). In the event of fitment, flaw or defect pictures may be necessary to complete your request.
How do I start the return process?
Return or exchange via the mail: Please start by visiting Alexsoninnovations Returns Center to process your return request. You could print a shipping label and drop off at the carrier listed on the label. You will receive an email when your return Is received and your refund has been processed.
How soon will I receive my refund?
Refunds are usually processed within 5-10 business days after the returned product has arrived at the Alexsoninnovations warehouse. Refunds will be credited to the original form of payment used for the purchase.
How do I make an exchange?
Start by visiting our Returns Center. You will be able to choose your exchange online which will be shipped as soon as you drop off your Item In the mail. If your exchange Item goes out of stock before your original order Is scanned via the carrier, your original order will be refunded. Exchanged Items are processed once the returning Items are received—not any time beforehand.
Is it possible to exchange my item for a different product?
Very sorry, we could not have an exchange program available. We would suggest you return the item(s) for a refund and place a brand new order with the item(s) you prefer. Refer to our Returns Guideline for instructions on how to return product.
What should I do if I received a defective or damaged item?
We are sorry to hear that. If you received defective or damaged product, please contact our Customer Support Team. We will assist you with this problem.
How can I check the status of my return?
Please access our Returns page and enter your order number and email address. You will see your active returns, and you should be able to click into each item to view its progress.
Other
When are your office hours?
Customer Support Hours:
Monday - Friday: 8:30 AM - 5:30 PM PST
Saturday - Sunday: Closed
Please note: Our warehouse is closed on weekends and USPS holidays, and we are unable to ship out packages on these days.
I couldn't find the answer I need, what should I do?
Please send us an email! Our team Is happy to help with any questions you may have! Please send us your name, order number, and your question or concern to admin@tespart.com. The hours of operation for customer service are Monday - Friday: 8:30 AM - 5:30 PM PST. Our customer service team will do their best to respond ASAP, however, please allow 24-48 hours to receive a response.