FAQ
Shipping:
Free shipping is included for UK orders - your order will usually arrive with you 5-7 business days after ordering. You'll receive a tracking number 2-3 days after ordering via email, once your order is shipped.
Is the CarPlay / Android Auto wireless?
Yes, the CarPlay and Android Auto functionality is wireless.
If you are using Android Auto, please note that only phones running Android 11 or higher support wireless connection.
Will I lose any of my original car functions, or disrupt any electrical systems?
In the majority of cases no, you will not lose any original functions of your car, and the head unit is separate from other electrical systems in the car so nothing else will be changed.
There may be certain original vehicle setting such as lights and locks which may only be accessible with the factory head unit on certain vehicles (particularly newer vehicles), and not accessible with any aftermarket unit.
Core functions such as factory reverse cameras, audio and steering wheel controls are always retained.
No climate control function will be lost, all will still be accessible and usable.
BMW/Audi/Mercedes Only - You can access the existing menus in your car, such as the BMW iDrive or Audi MMI systems
Can I be sure it will fit my car?
Don't worry - if your car model and year matches the item you are ordering, we will make sure you receive the correct fit for your model. Be sure to correctly answer any product-specific questions upon ordering to ensure correct items are shipped. If we require any additional information or photographs, we'll contact you after you place the order.
Is it easy to install?
Most cars have dash panels surrounding the stereo held by clips that are easy to remove with gentle prying. You will usually need a screwdriver set including Torx and PH.
There are varying levels of difficulty between models. We have many tutorial video guides to follow up on our YouTube channel, and are uploading a greater variety all the time.
We will always be on hand to support you via live chat or email at any time, should you get stuck or have any questions. The manufacturers don't provide written instructions, but we can provide these if requested, model dependent. Many frequent selling models we have now made instructional videos for.
We pride ourselves on our customer service and ensuring a smooth, easy installation process is our highest priority.
Do you offer an installation service?
Yes we do - we offer an installation service directly for all addresses that fall within a 30 mile radius of our premises at Maidstone, Kent.
Why should I choose your Android units over cheaper alternatives on eBay, Amazon, or AliExpress?
- Extended Product Warranty: Marketplace purchases are typically limited to a standard 30-day return window, yet hardware failures in low-tier electronics frequently occur after this period. We protect your investment with a comprehensive 3-Year Warranty.
- High-Performance Processing: Low-cost units utilise basic CPUs that struggle under heavy workloads. Our high-specification processors allow seamless multitasking, enabling you to run multiple applications simultaneously and download new apps from the Google Play Store without experiencing system slowdowns.
- Premium Display Quality: Inferior screens often suffer from low refresh rates and frame rates, resulting in visible lag during navigation and playback. Additionally, their panels frequently appear dull and lifeless. Our premium displays feature exceptional color vibrancy, high fluid frame rates, and advanced anti-glare coatings for optimal visibility in all lighting conditions.
- Superior Audio Output: The quality of the internal digital amplifier significantly affects your vehicle's audio performance. Unlike cheap units that deliver flat, distorted sound, our systems incorporate high-tier digital amplifiers that maximize the potential of your vehicle's stock speakers for a richer, cleaner audio experience.
- Guaranteed Vehicle Integration: Budget units often ship with generic or incorrect wiring harnesses, resulting in the loss of critical factory features like steering wheel controls and parking sensors. We provide model-specific, fully compatible harnesses to preserve your vehicle's factory features.
- Expert Technical Support: Resolving installation or software queries with overseas marketplace vendors can be difficult due to communication barriers and delayed response times. We provide rapid international shipping, step-by-step video installation guides, and prompt, professional aftercare from experienced technicians.
Why isn't my reverse camera displaying?
First of all - make sure you've plugged the camera into the correctconnector. There are two yellow RCA plugs, one on the bunch of RCA plugs marked 'Video In' - do NOT use this one.
The Reverse Camera should be connected to the 10 pin adaptor cable.
If you're fitting an aftermarket reverse camera supplied by us, the format must be changed from CVBS NTSC to 'AHD 1080p 25Hz' - this can be done by holding down the screen whilst in reverse black screen showing 'No Signal', and pressing the bottom left box.
Cameras sourced from other vendors may operate under different formats.
If you're retaining an original reverse camera/360 cameras, the format should be set as CVBS NTSC. The screens come with NTSC pre-selected as the default format, so no change should be required.
Please reach out if you would like to see a video showing how to change the format, identify the correct reverse camera plug/cable, or to send us a picture of your connections for us to identify any potential connection errors.
After installation, some connectors are left over, and don't seem to plug in anywhere.
Was I sent the wrong harness?
It's normal to have some connectors left over on many vehicles models. The same wiring harnesses are used for multiple car models, so for some application some plugs will be needed, and for others they won't be. Many wires will be redundant for use on an aftermarket head unit, and only relevant to the original unit.
As long as all the primary functions are working - steering wheel controls, climate controls, cameras, etc. Then everything is connected as it should be. If these aren't working, please get in touch with us so we can help you resolve the issue.
Can I install system updates myself?
Yes, in most cases firmware updates are applied by the customer, by connecting the unit to the internet, and searching for the latest update in the My Car app — the process is straightforward and does not require professional installation.
Unless otherwise advised, only the System (SYS) directory should be updated - NOT the Canbus (CAN) directory.
Updating the canbus decoder when not necessary can, in some rare cases, cause compatibility or integration issues between the decoder and the canbus system in the vehicle.
What operating systems are compatible with the units?
Our head units run on Android and support both Apple CarPlay and Android Auto. For wireless Android Auto, your phone must be running Android 11 or higher — this is a requirement set by Google and applies to all wireless Android Auto devices, not just ours. Apple CarPlay is compatible with iPhones running a current, supported version of iOS. We cannot guarantee compatibility with beta operating system versions or very early releases of new iOS or Android versions, as these may require a supplier firmware update before full compatibility is confirmed.
How long will software support last for my unit?
We continue to supply firmware updates to customers for as long as our manufacturers provide them to us. We actively support our customers throughout the lifespan of their unit and will always communicate any relevant updates we receive. If support for a specific model ends, we will let affected customers know.
Where do I report a firmware issue or a bug?
If you experience a problem that appears to be firmware or software related — such as CarPlay connectivity issues, screen freezing, or unexpected behaviour — please contact us directly for a resolution. You can reach us via live chat on the website or by emailing info@carscreencity.com. Please include your order number and a description of the issue (a short video is very helpful).
We will investigate and propose a fix for the issue/s in question, as ensured by our 3 year warranty.
Is my payment secure?
We accept PayPal or credit/debit card to securely process payments. All of our card payment gateways are secure and safe, with none of your information being stored or collected.
Can I track my order?
Yes, you will be emailed a tracking number once your order has been processed and shipped.
Processing/shipping time is generally 5-7 business days. We aim to get your order to you as fast as possible - after an order is placed, the details are closely checked so that the correct items are sent from our warehouse to your address.
Open the following link and paste your tracking number to find up to date tracking information- in most cases we will use FedEx or Royal Mail as our courier.
https://www.fedex.com/fedextrack/
Returns and Refunds:
We have a full and easy return policy. If you identify a problem with your purchase, please send picture/video displaying the problem to: info@carscreencity.com for us to assess. If item is observed to be defective, we will cover the cost of a replacement item to you.
We also offer a 14 day money-back return guarantee, to ensure your satisfaction with your purchase - providing the items are in the same condition they arrived in.
Any missing or damaged components will be deducted individually from the refund total.