Support

Frequently Asked Questions - Ordering a Tesla

Order Placed

Tesla Account

Delivery

Payment

Financing/Leasing

Trade-Ins

Registration

Preparing for delivery

Service/Warranties

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ORDER PLACED


I just designed my Tesla and submitted my order. What are the next steps?
There is a three-day window when changes can be made to your order before your vehicle design is submitted to the factory. The e-mail address and password used while configuring your Tesla will be your login for your Tesla Account. Here you can continue to make changes to your design up until the end of your three-day window. The Delivery team will be in touch shortly after your order is confirmed to guide you through payment, document signing and delivery logistics.
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When will my vehicle begin production?
After your order is confirmed and submitted to the factory, we will begin scheduling production for your custom Tesla. The most current production timing can be found in the Design Studio before you place your order. Tesla will always assume that you prefer the fastest delivery possible, unless you specify differently (discussed in the question below.) Once your order is confirmed we will keep you up to date in your Tesla Account and your Delivery Experience Specialist will be happy to provide updates as well.
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Can I change my order after the one week waiting period?
Once your order has been submitted to the factory, changes typically cannot be made because we immediately begin sourcing parts for your custom Tesla.
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When will I receive my VIN?
As soon as the factory generates your Vehicle Identification Number (VIN), it will be posted to your Tesla account to view. You can find it under the image of your vehicle.
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TESLA ACCOUNT


What is a Tesla Account?
Your Tesla Account is your online account for all Tesla vehicles you may own or order. You will access your Tesla Account to input your registration information, view warranty and charging installation guides, access owner’s manuals, submit final payment, and receive important updates from Tesla. Please note that all information in your Tesla Account directly affects the spelling and punctuation on your registration documents. Your Tesla Account also includes links for financing and service plan sign-up. The “My Profile” section allows you to edit your name, e-mail, username, mailing address, e-mail settings and add an additional contact to your account. The “My Documents” section allows you to upload required documents, such as your driver’s licence, and houses documents uploaded by Tesla, such as your purchase agreement.
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What if I have more than one Tesla?
The “My Dashboard” section will show all of your Tesla vehicles (Model S, Model X and Roadster). If you have multiple vehicles on your account, clicking on “View Profile” will display your VIN and allow you to view your design for that particular vehicles.
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DELIVERY


How do I pick up my vehicle?
The Delivery team will help you schedule a delivery pick-up appointment at your nearest Tesla Service Centre that conducts deliveries. At this appointment, your Delivery team will teach you how to charge and drive, along with some great tips and tricks to help you get started with Tesla ownership. You can expect your appointment to be about half an hour long. Make sure to review your contract and other documents prior to the delivery appointment. Our Service Centres have limited space and are unable to store vehicles for an extended period of time. Please be prepared to pick up your vehicle within one week of its arrival at the Service Centre. Prior to your appointment, our expert staff performs a pre-delivery inspection and verifies that your vehicle is detailed and fully charged. We also have walkthrough videos online should you need a primer or refresher on your vehicle’s features.
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What if I live far away from the nearest Service Centre?
If you live more than 250 km from the closest Service Centre, your vehicle can be shipped directly to your home or office. Payment in full is required before the vehicle is shipped, and a window for delivery will then be provided. We encourage you to consider picking up your Tesla at the Service Centre, as it offers you the very best delivery experience, including the ability to schedule a specifically day and time for delivery, meet your local service team and receive a full vehicle walkthrough. Our supercharger network enables long distance travel unlike any other electric vehicle – perfect for your trip home!
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Tesla doesn’t have a Service Centre in my state. Can I still pick up my Tesla at a Service Centre in a different state?
Although we always encourage experiencing delivery at one of our Service Centres, some states do have regulations against taking delivery in a state different from the state where registration will occur. Please discuss delivery options with your Delivery Experience Specialist.
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My delivery date is approaching. How will I know when my vehicle gets here?
Once your vehicle has arrived at the Service Centre and the final inspection is complete, the Delivery team will contact you to confirm your pick up appointment or shipment of the vehicle to your home.
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PAYMENT


What are the accepted methods of payment?
Final payment may be made via bank transfer or credit card. Please note, surcharge fees apply if you are processing payment via credit card. As per the Motor Vehicle Purchase Agreement (MVPA), we must receive payment 24 hours prior to delivery. If you have specific questions about your final payment, please contact your Delivery Specialist.
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How much do I owe before I take delivery of my vehicle?
Prior to taking delivery of your Tesla, we require the outstanding balance to be paid in full. To help you take delivery as quickly as possible, we provide an itemised breakdown of the final payment on the Final Invoice as per your vehicle’s configuration, including any applicable taxes and fees. If you choose to finance through a 3rd party bank, the finance amount will be listed on your Final Invoice. Once generated, you will find your Final Invoice in the ‘My Documents’ section of your Tesla Account profile. If you don't see it there, please reach out to your Delivery Specialist.
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When and why must I pay ahead of time?
It is required to complete the transactional portion of the vehicle sale prior to the physical pick-up. Once the terms and conditions of the purchase have been accepted in your Tesla Account and payment has been made, we can consider the sale complete and move forward with getting you behind the wheel of your new vehicle. The real benefit here is freedom from the hassle of any administrative items: delivery day becomes just about you and your new Tesla!
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Will I have to pay taxes?
You will have to pay applicable taxes dependent on your state or territory.
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Can I process my final payment through my Tesla Account?
When all the preparations have been made for final payment, you can check total amount due and payment instructions in your Tesla Account. These can be found on your Final Invoice. If you select a bank transfer, instructions on how to complete the transfer are on page 2 of your final invoice. You’ll need your Reservation Number (RN) in order to transfer your final payment to us.
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Can I use a credit card to pay for my Tesla?
Credit cards can be used to make Final Payment, but please note that fees apply.
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FINANCING/LEASING


When do I apply for Tesla Financing or Leasing?
You must submit your credit application for Tesla Financing or Leasing 30 days before you take delivery in order for it to be valid. Please make sure to keep your estimated delivery range in mind when submitting your credit application.
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How do I apply for Tesla Financing or Leasing?
Tesla offers an exciting and innovative new financing program for your Tesla that combines the benefits of both leasing and ownership. You can read more about our loan options on our Tesla Financing page and submit your credit application in your Tesla Account. You can find our leasing options on our Tesla Leasing FAQ page and submit an application through our Tesla Enterprise page.
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Can I finance with my own bank or credit union?
Yes. To finance with a 3rd party bank or credit union, you must provide them with your VIN, which will be found in your Tesla Account once it has been assigned. In order to apply 3rd party financing to your purchase, Tesla requires the name of the funding institution, the exact dollar amount of your loan, and the lien-holder address and phone number.
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TRADE-IN


What kind of vehicles does Tesla accept?
Tesla accepts all types of vehicles for the trade-in, including classic vehicles, motorcycles, and RVs. Trade vehicles are put into one of two categories, Tesla trade-ins (Roadster, Model S or Model X) and non-Tesla trade-ins for vehicles not manufactured by Tesla.
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How does Tesla determine the price of my vehicle?
Tesla trade-in values are non-negotiable and are evaluated based on the following:

  • Age
  • Condition
  • Equipment
  • Original price
  • Mileage
  • Government incentives
  • Residual Value Guarantee
  • Number of owners
  • Previous accident history or significant repairs that may affect resale value

For non-Tesla trade-ins, our remarketing team promotes a competitive bidding process among an extensive network of external buyers to provide the highest possible value for your trade-ins.
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What is the process of a trade-in?
To obtain a quote, please complete a Self vehicle inspection. From there Tesla will provide you with an official trade-in offer. Keep in mind that trade-in quotes and offers are only valid for a limited period of time or kilometres driven. Make sure to take into consideration your estimated delivery range before requesting a quote for your trade-in.
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Can I apply the value of my trade-in vehicle to the total purchase of my Tesla?
If you owe more on your current vehicle than what it is worth on trade, we may be able to roll over the negative equity into your new Tesla purchase. Most of the time, however, you will have to pay some or all of the negative equity, especially if you are trading in the vehicle in advance of delivery.
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REGISTRATION


Can I register my vehicle with two names, but only take out a loan in one name?
Dependent on your state or territory you may be able to register your vehicle in two names. Please speak your Delivery Specialist to verify if this is applicable for your vehicle. Please note: your registration must match the names on the loan for your vehicle. This requirement applies to both Tesla Financing and 3rd party financing. You can directly edit your registration information in your Tesla Account.
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Can I register my vehicle to a business?
Yes, you may register your vehicle to your business. Special conditions apply when it comes to financing under a business, so please consult with your Delivery Specialist.
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Can I register my vehicle to a trust?
Dependent on your state or territory you may be able to register your vehicle to a trust. Special conditions apply so please consult with your Delivery Specialist.
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Do I have to register my Tesla myself?
If you live in a state where Tesla has a sales licence, we will take care of the registration for you. If you live in a non-licenced state, we will provide you with the necessary information and paperwork so you can register your vehicle yourself.
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PREPARING FOR DELIVERY


What information do you need from me before delivery?
Please log into your Tesla Account and provide your registration address, the full legal name of the person to be listed on the registration (must match your driver’s licence). Please upload a copy of the registrants’ drivers’ licence to the “My Documents” section of Tesla Account. Additional information may be requested of you in your Tesla Account depending on your state of residence, so please be sure to read through the instructions carefully.
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How do I apply for InsureMyTesla Insurance?
InsureMyTesla is the comprehensive motor vehicle insurance program for Tesla owners and their vehicles. InsureMyTesla is available to any Tesla owner and covers accidental loss or damage to your insured vehicle. You can read more about InsureMyTesla options on our InsureMyTesla Insurance page. For an InsureMyTesla insurance quote, you can contact the InsureMyTesla Customer Service team on 1300 393 041 or Tesla@marshadvantage.com.
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Do I need to have my insurance policy active for my Tesla before delivery?
Some states require that your insurance for your Tesla be active by delivery. Your Delivery Specialist will let you know if this is required. If you are financing with Tesla, you will need to provide proof of an active insurance policy for your Tesla by the time of delivery, regardless of state.
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Who must be present at delivery?
The person listed on the registration must be present to sign at delivery, for special arrangements please speak to your Delivery Specialist.
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What do I need to bring with me to delivery?
Please bring your driver's licence as well as Tesla Account login credentials (username and password). If you have forgotten your password, you can reset it here.
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How do I install charging for my Tesla at home?
You will receive a Complimentary Wall Connector at or prior to the delivery of your Tesla. You can find more information about home charging installation on the charging page of the Tesla website. If you have any questions or would like assistance finding an electrician in your area please visit the Find an Electrician page on the Tesla website.

The most convenient time to charge is often at night, when your vehicle is parked at home. Simply plug in when you arrive home. Your vehicle will charge immediately or at the time you’ve scheduled using the Touchscreen or the Tesla app on your smartphone. Long before morning, your vehicle will be charged and ready for the next journey.
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How do I get the mobile app?
The Tesla Motors mobile app can be found on the Apple App Store or on Google Play for Android. For safety reasons, while your Tesla is at the factory or in transit to the Service Centre, the mobile app is unable to connect to your vehicle before delivery. Therefore, it may take an additional few days after delivery for activation to occur while we process your vehicle delivery in our system.
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SERVICE/WARRANTIES


What does a typical annual service inspection of a Tesla consist of?
The annual service inspection is offered to customers every year or 20,000 km, whichever comes first. During the inspection our technicians will:

  • Check tyre condition and rotate if necessary
  • Check brakes, including brake fluids and pads
  • Replace general wear items such as windshield wiper blades
  • Check vehicle systems and data logs
  • Perform a road test to identify issues that may not be noticeable by the customer
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What kind of Maintenance plans do Tesla offer?
Tesla offers a 3 Year Maintenance Plan and a 4 Year Prepaid Maintenance plan for Model S and Model X. You can purchase a Maintenance plan through your Tesla Account. While we generally advise customers to purchase a Maintenace plan prior to delivery, customers can purchase a Maintenance plan up to 12 months/20,000km after taking delivery of their vehicle. For more information on the various Maintenance plans available, please see our Maintenance plans support page.
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What assistance do you offer when my Tesla requires a Service?
Our customer’s time is valuable and should not be spent driving to or waiting at our Service Centres. Tesla offers convenience services like ranger service, valet service and loaner vehicles to provide our customers with the most convenient service possible.

  • Ranger Service
    A Service Technician comes to your home to perform vehicle servicing. The pricing depends on your distance from Service Centre and cost of service required. Not all services can be performed at a customer's home; ie. alignment, tyre rotations, or services for battery, drive unit, air suspension, or air conditioning. If service that requires transport to the nearest Service Centre is deemed necessary on a Ranger visit the vehicle will be valeted to the closest Tesla Service Centre. Warranty covered repairs that require transportation to a Service Centre are covered by Tesla. Collision repair or damages outside of warranty will require you to pay for the transportation to the Service Centre and the repair.

  • Loaner Vehicles
    Our service team will loan you a Tesla vehicle to drive while your vehicle is in for service. If a loaner is not available and the customer requires a vehicle, a rental vehicle may be provided. Loaner vehicles will not be provided for collision damage repair.
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What Warranty does a Tesla come with?
All new Tesla vehicles come with the New Vehicle Limited Warranty. The New Vehicle Warranty begins on the first day a new vehicle is put into use by delivery to the first purchaser, or by leasing or registering as a company vehicle or demonstrator vehicle, whichever comes first. The New Vehicle Warranty includes the Basic Vehicle Limited Warranty, the Supplemental Restraint System ("SRS") Limited Warranty, and the Battery and Drive Unit Limited Warranty. For more information on each of these specific warranties, please refer to our Maintenance plans support page.
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Can I extend the Warranty on my Tesla?
For vehicles ordered and/or delivered prior to 30 March 2018, Extended Warranty Insurance is available to purchase as your vehicle nears the expiration of its manufacturer warranty. There are two options available to cover your vehicle up to an additional 4 years or up to an additional 80,000 kilometres. For details and individual advice, please contact the Extended Warranty Team at Tesla@MarshAdvantage.com or 1300 393 041.
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What Warranty does a pre-owned Tesla come with?
Every Model S and Model X receives a full inspection, the remaining Battery and Drive Unit Limited Warranty and a four year, 80,000 km pre-owned limited warranty.
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