Help

We're a small, family-owned team in Concord, California.

TWRAPS workshop interior in Concord, California, showing rolls of clear paint protection film on a workbench in our small craftsman manufacturing facility

Email hello@twraps.com and a real person gets back to you the same business day.

Find help for your product

Pick the category that matches what you bought. Each page has setup tips, troubleshooting by symptom, and care advice tailored to that product type.

Screen Protectors For Tesla, Rivian, Cybertruck, Lucid Air. Setup, touch sensitivity, peeling the protective film, and care.
Phone Chargers & Mounts Wireless pads, dashboard mounts, MagSafe compatibility, and step-by-step troubleshooting for charging issues.
Trays & Organizers Center console, armrest, and floor organizers. Confirm the right fit for your vehicle generation and refresh.
PPF Kits & Wraps Paint Protection Film, vinyl wraps, window and headlight tints. Install steps, bubbles, adhesion, and damage on arrival.

Before you order: confirm your vehicle

Most fitment issues come from buying for the wrong vehicle generation or refresh. Our products are designed for specific year, model, and generation combinations — for example, a 2025 Rivian R1S Gen 2 is not the same as a 2023 Gen 1, and a 2026 Tesla Model Y Juniper is different from a 2023 Model Y. Always check the product title and the fitment notes on the product page.

Not sure what you have? Email hello@twraps.com with your vehicle's year, model, trim, and (if it helps) a photo of the area you're trying to upgrade. We'll confirm fit before you buy. This is free and takes about an hour during business days.

Order status & shipping

Orders placed by 12pm Pacific Time usually ship the same day. Orders placed after that ship the next business day. Larger PPF and full-vehicle wrap orders may need an extra day for in-house manufacturing — if a product needs more time, the product page will say so.

Where's my package?

  • Use the tracking link in your shipping confirmation email first — carrier delays are common and outside our control.
  • If tracking shows delivered but you don't have it: check around your home, ask neighbors and household members, then contact the carrier. If the package is still missing, email hello@twraps.com.
  • For late deliveries, the carrier is responsible once your tracking number is issued. Compensation for missed delivery estimates comes from the carrier directly.

Full shipping policy: twraps.com/policies/shipping-policy

Returns & refunds

We accept returns within 30 days of delivery if the item is unused, uninstalled, in its original packaging, and not a custom or made-to-order item. Shipping is non-refundable in both directions.

How to start a return

  1. Email hello@twraps.com with your order number.
  2. We'll send you a return label.
  3. You have 2 weeks to ship the item back from the time the label is issued. Returns must be received by us to qualify for a refund — we can't cover packages lost in transit.

Good to know

  • Restocking fees may apply if the packaging arrives damaged.
  • Items over $300 are typically made-to-order and may also be subject to restocking fees.
  • Partial returns: if keeping part of your order brings the remaining value below the free shipping threshold, the original outbound shipping cost will be deducted from your refund.
  • Non-returnable items: full wraps, color wraps, other made-to-order products, and bulk PPF rolls. If one of these has a defect or needs replacement, contact us and we'll help.

Exchanges

Start a return as above, then place a new order for the replacement. We'll ship the new order right away and refund the returned item once received and inspected.

Full refund policy: twraps.com/policies/refund-policy

Issues with your order

If something is wrong with what you received, email hello@twraps.com with the details below and we'll fix it.

Problem What to send us
Arrived damaged Photo of the damage and order number. We'll send a replacement.
Wrong item received Photo of the shipping label and order number. We'll send the correct item.
Item missing from order Photo of the package and what was inside, plus order number.
Package not arrived yet Check your tracking link first; if still nothing, email us.
Tracking shows delivered, package missing Ask neighbors and check around the home, then contact the carrier. If still missing, email us.

DIY Install Protection

Optional add-on for peace of mind. If you're new to DIY installs or trying a tricky product like PPF or a full wrap, the DIY Install Protection plan covers one free replacement of failed pieces within 90 days of delivery. Snap a photo of the issue, email it with your order number, and we'll send replacements at no cost (continental US shipping included).

  • Sold separately per product — add it to each product you want covered.
  • Without the plan, we can offer a discount on replacements but not free replacements for installation errors.
  • For full vehicle wraps, we may ask for photos and suggest fixes first; if a full new wrap is truly needed, we'll ask you to remove the old one and send proof before shipping the replacement.

Full terms: DIY Install Protection T&Cs.

Warranty & defective products

If a product has a manufacturing defect, email hello@twraps.com with photos and your order number. We'll review and send a replacement if confirmed. We stand behind what we make in California, and we don't want you stuck with something that didn't leave our shop right.

Note: defects are different from installation errors. For installation errors without DIY Install Protection, we may offer a discount on a replacement but can't cover one for free.

Contact us

The fastest ways to reach us:

  • Email: hello@twraps.com — replies the same business day during 9am–4pm Pacific Time, Monday through Friday.
  • Live chat: Click the chat button at the bottom right corner of any page. Same hours as email.
  • Mailing address: TWRAPS, 1990 Olivera Rd, Ste A, Concord, CA 94520, USA.

Frequently asked questions

Are TWRAPS products designed to be installed at home?

Yes. Everything we make is designed for DIY installation. Each product page has installation videos and written instructions. Search for your product, open the product page, and look for the INSTALLATION section.

Do you offer phone support?

Not yet — phone support is coming soon. For now, email and live chat are the fastest ways to reach us, and we reply quickly during business hours.

Can I exchange my product for a different size or vehicle fit?

Yes — start a return per the steps above and place a new order for the right product. We'll ship the new order right away and refund the returned item once we receive and inspect it.

What happens if I damage one piece of a multi-piece kit during install?

Email us. We can sell you just the piece you need at a discount. Single-piece products damaged during installation may also qualify for a discounted replacement. If you have DIY Install Protection on the order, replacement is free.

How do I find the install video for my product?

  1. Use the search icon at the top of twraps.com.
  2. Type the product name.
  3. Open the product page and scroll to the INSTALLATION section.

Still need help?

Email hello@twraps.com and a real person — usually Iliya — will get back to you the same business day. If you have photos of the issue, send those too. The more we can see, the faster we can help.

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