Frequently Asked Questions
Shipping
Where we ship from
Where we ship from
All orders are shipped from:
Unit 1 – 3 Woodfull Drive, Lara VIC 3212, Australia.
Order processing & made-to-order items
Order processing & made-to-order items
Most of our products have handling times before dispatch. Whilst all materials are always kept in stock the handling time is used to manufacture/assemble the product to the exact specification and vehicle chosen at the time of purchase.
Manufacturing/handling time: typically 5–7 business days before dispatch.
Lead times: exact estimated dispatch and delivery windows are shown on each product page and in your order confirmation email. These estimates may change depending on the time of year or demand.
Shipping options & prices (Australia to USA)
Shipping options & prices (Australia to USA)
We offer two shipping services to the United States:
A) Economy Shipping (Free)
Cost: Free
Service level: least-cost carrier service
Tracking: reduced / limited tracking updates
Estimated delivery time: 7–12 business days after dispatch
Economy shipping is offered as a free option for your convenience. Because it is a low-cost service, it may take longer and include fewer tracking scans than standard courier options.
B) Standard Shipping (Flat rate)
Cost: $9.95 flat fee per order (shown at checkout)
Service level: door-to-door branded courier
Tracking: comprehensive tracking
Estimated delivery time: 2–4 business days after dispatch
Dispatch confirmation & tracking
Dispatch confirmation & tracking
Once manufacturing is complete and your order is dispatched, you’ll receive a shipping confirmation email with tracking details.
Tracking may take up to 24 hours to show movement after the label is created.
Delivery terms, duties, taxes & tariffs (USA orders)
Delivery terms, duties, taxes & tariffs (USA orders)
Orders shipped to the USA are sent with duties and taxes prepaid by us.
That means:
All import duties, taxes, and tariffs are paid by The Car Mat Guys.
These costs are included in the price you pay at checkout.
You should not be asked to pay extra fees upon delivery.
Split shipments
Split shipments
If you order multiple items, they may arrive in separate parcels or multiple parts depending on manufacturing and packaging. There is no additional shipping cost to you for split shipments.
Changes, cancellations & refunds after dispatch
Changes, cancellations & refunds after dispatch
Once an order has been dispatched, we cannot cancel or refund it.
If you no longer want the item after dispatch, please follow our Returns Procedure once your order arrives.
Estimated delivery dates
Estimated delivery dates
Your order confirmation email includes an estimated dispatch date, based on current production capacity.
Delivery estimates begin from the dispatch date and vary depending on the shipping method selected at checkout.
See all shipping policies
See all shipping policies
For more info on our return policies, head to: https://www.thecarmatguys.com/pages/shipping-policy
Returns & Refunds
How to start a return
How to start a return
1. Email helpme@thecarmatguys.com with:
- your order number
- the item(s) you want to return
- the reason for return
- photos if the item is faulty, damaged, or doesn’t fit as expected
2. Our team will assess your request and confirm the next steps.
3. If approved, we’ll send you:
- a Return Authorization,
- the correct return address, and
- a return label if your return qualifies for prepaid shipping.
Please do not send items back without approval, as we may not be able to match unapproved parcels to your order.
100-Day Change-of-Mind Returns
100-Day Change-of-Mind Returns
We offer a 100-day change-of-mind return window from the date you purchased, in addition to your rights under consumer law.
You can request a refund or exchange if you:
- bought the wrong item
- no longer need it
- simply don’t want it anymore
Change-of-mind conditions
To be eligible:
- Items must be unused, in “as-new” resalable condition.
- All parts/pieces must be returned together and complete.
- Items must be returned within 100 days of purchase (received by us within that period).
- Please re-pack the goods securely the way they arrived. Don’t stick labels directly onto product packaging unless that’s how it was delivered to you. Put the boxed item inside a satchel/carton and attach the label to that outer packaging.
Postage for change-of-mind returns
- You cover the return shipping cost.
- If you choose an exchange, we’ll cover shipping of the replacement item back to you.
Returns that don’t meet these conditions may be declined and sent back to you unless we approve an exception in writing beforehand.
100% Fitment Guarantee
100% Fitment Guarantee
We guarantee that our products will fit the vehicle described on our website and shown in your order confirmation.
If your product doesn’t fit as stated, you can choose:
- a refund, or
- an exchange to the correct item.
Fitment guarantee conditions
To help us sort it quickly, we may ask for:
- clear photos showing the fitment issue
- a photo of the vehicle area where the product should fit
- your vehicle details (model, year, variant)
Please don’t use the product if it doesn’t fit — keep it in “as new” condition for return.
Postage for fitment returns
- We cover all return and replacement postage costs under this guarantee.
- Your approved return will include a prepaid label and the return address.
Faulty, damaged, or incorrect items
Faulty, damaged, or incorrect items
If your order arrives:
- faulty
- damaged in transit
- not as described
- or you received the wrong item
…please contact us as soon as possible so we can fix it fast.
In these cases:
- you’ll be offered a repair, replacement, exchange, or refund depending on the situation, and
- we cover return postage costs.
We’ll provide the return address and instructions once your return is approved.
Refunds & processing time
Refunds & processing time
Once your return arrives back with us:
- we inspect it within 3 business days
- if approved, refunds are issued to your original payment method
Refund timing:
- card/PayPal providers typically process refunds in 3–10 business days after approval (timing varies by bank).
If you’ve requested an exchange, we’ll dispatch the replacement once your return is approved (or sooner where fitment/fault is confirmed).
Items returned after dispatch
Items returned after dispatch
As noted in our Shipping Policy, orders can’t be cancelled once dispatched.
If you no longer want the item after dispatch, you can still return it under the relevant policy above once it arrives.
Warranty claims
Warranty claims
All products are backed by warranties relevant to their category, in addition to ACL rights.
If your product wears out or fails during its warranty period:
- Email helpme@thecarmatguys.com
- Include your order number and clear photos of the issue
- We’ll confirm the warranty outcome and arrange a repair or replacement as appropriate
Warranty claim return shipping (where needed) is covered by us, and we’ll provide the return address and label after approval.
See all return policies
See all return policies
For more info on our return policies, head to: https://www.thecarmatguys.com/pages/returns-policy