FAQ - RHDJapan

Frequently Asked Questions

Frequently Asked Questions

Website

Q. My Credit Card does not work in your site. Is your site broken?
A.
Are you trying to pay via debit? We can not accept debit cards. Card payment was denied due to 2FA password not used on your account, payment denied. PayPal will let you use it on their page. Also please check to make sure you are not going over the daily/monthly limit. If it still doesn’t work, please check the following. 1. please contact your bank or the credit card company to make sure your card can be used on a website in Japan, compatible with 3D Secure (Visa Secure - MasterCard Secure Code), and they are not stopping it. If you have a Visa Card you can check here. If you have a Master Card you can check here.

Q. I would like to order the SKU: (or Part #) but I can't find out how to specify the part I need!
A.
99% of all products listed do not have options or multiple part numbers to choose from. If you think there is a choice to the product you are purchasing, please message us with the SKU or link and we will get it clarified for you before purchase. You can check the part specified for you in the order details page while logged in only.

Q. I cannot log in and my password reset email never arrives!!
A.
It could be that the mail servers are blocking our servers email. Please email us and we will get back to you immediately with a fix for you.

Q. There is a bug in your site!!
A.
Please first clear your browser cookies & cache once and refresh the website, did it fix your bug? If not please click the Bug Report link at the bottom of the page and tell us about it!

Q. There is an alert in my order and or help desk account!
A.
Please first read your order status and the status in your order detail page. Then look for the help desk ticket and read and reply to it. We will honour your requests and make changes for you accordingly on your order. You will see these changes in the order details page while logged in only.

Pricing

Q. One of your competitors who ships from Japan is selling this item cheaper than you are, why?
A.
It could be a pricing error as we are updating thousands of products in our online catalog every day with the most recent data from manufactures as we get it. Please add the item to the shopping cart and check the final shipped pricing. The initial price does not mean the total price you pay. If the shipped price from a competitor is in fact significantly more, please let us know with shopping cart screen shots and we will check it out for you asap.

Ordering

Q. How do I make an order with RHDJapan?
A.
All you need to do is add the items to your shopping cart and check out.

Q. What payment methods does RHDJapan offer?
A.
Paypal, Credit Card (3D Secure - Pin/Password Protected), and Direct bank transfer (for orders over ¥50,000).

Q. Are your items in stock?
A.
Yes, unless otherwise stated as "Back Ordered", "Out of Stock" or "Discontinued" they are in stock but stock is limited and we sell on a first come first served basis. To be sure you can log in and check stock before order from your user dashboard. Just because an item is in stock does not mean it will ship the next day, some items come from other warehouses located in other areas of the country but most orders ship in 3 to 7 business days. If an item becomes back ordered we will notify you immediately and require you to confirm in a timely manner if you can wait, want a substitution, or refund on that item. If you do not reply to this request we will remove the item and refund it to avoid trouble with the delay of your order because of this unforeseen back order as well as trouble with the manufacturing company in the case you wanted to cancel but failed to contact us in a timely manner. We send email and log help desk tickets to get your response in a timely manner. Items that have already been agreed to a back order will display "Back Ordered with Date Waiting on Item" and if cancelled may be charged for restocking work if the original date you previously agreed to has not changed. If an order is processing and no items say "Back Ordered", "Out of Stock" or "Discontinued" this means they are on the move and cancellations may be charged for restocking work. We are selling parts 24 hours a day and if you order something that is sold out just before you managed to purchase it we will contact you immediately and you can follow up in the Help Desk when you are logged in to let us know if you would like to wait or have a 100% full refund on that part.

Q. I got an email and there is a delay with my order. What should I do?
A.
We need confirmation from you! Please contact us immediately via the Help Desk or +81-72-844-9220. Please be sure to have your order number ready.

Q. I put my order in, can I have a tracking number?
A.
Thank you very much for your order!! We will update tracking in your account details online with rhdjapan.com as well as send you tracking as soon as possible. Once it has been taken we confirm payment vehicle/part compatibility and process it. Most items are out within 3 to 10 business days. OEM orders take a little longer, up to two weeks. Check your ETAs in your order details page please. All orders ship in one shipping event. Split shipment is not a problem but the original order was only quoted for one shipping event and splitting the shipping to two events will increase the cost. We can send you the invoice for two shipping events if you would like. Thank you again for your order!

Q. My order arrived and it is damaged or missing items.
A.
Please contact us with order number and issue within 7 days of delivery date and include pictures of damaged box, damaged item, pictures of all items delivered with internal inventory stickers as well as all packaging to be used in the insurance claim. Without these pictures no claim can be made. Log in to your account and register a ticket in the help desk or +81-72-844-9220. If the item was damaged in transit we will work with your chosen delivery service to claim the item value and get insurance coverage to rectify the situation. If the box is damaged but not the item inside, your claim may not be honored. All accepted claims will be issued in store credit only.

Q. My order arrived but I got the wrong part.
A.
Please contact us with order number and issue within 7 days of delivery date and include pictures of what was delivered and corresponding RHD inventory sticker. Log in to your account and register a ticket in the help desk or +81-72-844-9220. If we have in fact shipped you the wrong part we will replace it at our expense, you will not lose a dime.

Q. My order arrived but the original manufacturer's box has been modified/label removed.
A.
Our packing system does this to make the shipping price as cheap as possible for you. Please contact us with your order number if you don't want this to occur so we can quote you on the shipping price with full box size shiping.

Q. The Item I got does not look like the one in the picture.
A.
We are constantly updating pictures to make sure that the most recent product pictures are always on the site, but in some cases the pictured part is an image of the part but not the exact one for your car. If the one you got does not look the same as the picture please don't be alarmed and please check the part number in the listing with the part delivered to you. We check and approve each and every order personally to make sure you get the exact part number that was purchased and requested. This is the RHDJapan guarantee!

Returns / Cancellations / Refunds

Q. I would like to return/cancel my order.
A.
Returns; If there was a mistake on our part and we sent the wrong part to you we will fix the issue. Please contact us with order number and issue within 7 days of delivery date. Cancellations; "Back Ordered", "Out of Stock" or "Discontinued items qualify for 100% refund*. Items that you have already agreed to a back order on will display "Back Ordered with Date Waiting on Item" and if cancelled may be charged for restocking work if the original date you previously agreed to has not changed. In some cases we will grant a refund or order cancellation on other processing items. In this special case a restocking fee may apply from the warehouse of origin of up to 35% for restocking and cancellation work done. Otherwise returns are non negotiable for buyer's remorse, buyer's mistake, or custom made items. *Refunds are made in JPY and RHDJapan takes no responsibility for loss due to FX movements or banking fees deducted from refund. Bank fee from Japan are 2500JPY.

Q. Are refunds immediate? How long to get my refund? Will I get a full refund?
A.
For Card and PayPal: Refunds in this internet age are instantaneous for these payment methods, the money is immediately removed from our account and we no longer have it. If you qualify for a full refund, the exact yen amount we received will be sent back to you. We are not responsible for exchange rate fees if you purchased yen to send to us. We are not responsible for fees that occur from the bank/card vendor/Paypal while your funds are in transit to you. How long it takes for your bank/card vendor/PayPal to get you your funds is your question to your bank/card vendor/PayPal. Some are instantaneous, some are next billing cycle, please contact them for details. Bank Transfer: We will contact you to confirm bank details.

Q. I agreed to wait for a back ordered product and refused to cancel for full refund but now I changed my mind. Can I have a full refund?
A.
There may be restocking fees that apply if the maker refuses to refund and we have to purchase the item from you to make the refund. If your refund window for PayPal has expired you will not get a full refund because PayPal does not allow refunds for orders after some time. In this case you will get a PayPal transfer for the funds we got in our bank account that is minus their fees. Also, PayPal will take fees from that transfer to clear it to you as well.


Q. The part I ordered does not fit my car! Will I get a full refund?
A.
All parts have listed compatibility taken from their respective maker's master catalog. All parts are listed for Japanese Domestic cars only. There may be overlap with your domestic market car but RHDJapan cannot check this and will not state it. It is up to you to determine the compatibility on your own or through a local tuning garage. If your car is a genuine JDM RHD vehicle and the part has your car listed in the compatibility notes of the product page you may qualify for a full refund. Please log in to your account and register a ticket in the help desk so we can trouble shoot the issue.

Q. Do you offer installation support?
A.
RHDJapan is an ecommerce store run by car racing enthusiasts. RHDJapan is not a garage with licensed mechanics on staff therefore we do not offer installation support, please seek qualified professional support if you cannot install the products yourself.


Q. What is the Warranty Return policy?
A.
RHDJapan will act as an agent on your behalf to make a claim on your product with the manufacturer if the product originally comes with a original warranty card. Items that are sold without a warranty card but come with a warranty agreement will be honored at the manufacturers discretion. Log in to your account and register a ticket in the help desk and be sure to reference your order number or call us at +81-72-844-9220. If the manufacturer agrees to look at the item, we will allow you to send it back to our warehouse. We will need the item returned to RHDJapan within 7 days of giving you the authorization to ship back via tracked registered mail for RHDJapan to make a claim with our suppliers. Once the item is received it will be sent to the maker to be tested and you will be notified. If the item warranty is accepted by the manufacturer, the product will be fixed or replaced. RHDJapan will cover all shipping costs within Japan however you will be expected to cover all international shipping costs.

Q. I think my item is defective, what should I do?
A.
RHDJapan will act as an agent on your behalf to make a claim on your product with the manufacturer for anything defective. We must be notified within 7 days of you receiving the product. If the item is not installed you will be required to provide pictures and detailed explanation on why you feel it is defective. If the product is installed already, you will be required to provide details on the installing company including their contact information, as well as details on the installation including pictures of how it was installed before we can get the manufacturer representative to look at your claim, no exceptions. Log in to your account and register a ticket in the help desk and be sure to reference your order number or call us at +81-72-844-9220. If the manufacturer agrees to look at the item, we will allow you to send it back to our warehouse. We will need the item returned to RHDJapan within 7 days of giving you the authorization to ship back via trackable mail for RHDJapan to make a claim with our suppliers. Once the item is received it will be sent to the maker to be tested and you will be notified. If the defective claim is accepted by the manufacturer, the product will be fixed or replaced. RHDJapan will cover all domestic shipping costs involved.

Q. Why do I have to pay extra for the price increase?
A.
RHDJapan eCommerce platform must pass all inflationary price increases that are passed on to us from the original supplying company. We thank you for your understanding in this matter. Cancellation on these is always an option if you disagree with the new pricing the maker is requesting for the ordered part.

Q. I broke my item, what should I do?
A.
If the item is not defective but was damaged due to installation or improper use we can still get it fixed in most cases but you will need to cover all costs related.

Products and Special request

Q. Do you include product manuals and instructions?
A.
Yes, we will include everything that is included from the manufacturer. Please be aware that we are in Japan and the national language is Japanese. This means that some smaller tuning shops do not offer English language documentation.

Q. Do you offer online installation support?
A.
No, we are not a tuning company nor a translation company. If you need introduction to a professional tuner to install the product we can assist.

Q. Can you get parts for my vehicle that are not listed on your site?
A.
Yes, if the part is still made here in Japan and you have links to the actual product on the maker's site you want or the part numbers for it we will be happy to get it in the site for you.

Q. Do you ship to my country?
A.
Yes we ship to any country there is a shipping service for no problem.

Dealer Accounts

Q. I run a business do you have dealer accounts available?
A.
Yes we are very serious about dealer accounts so please contact us with your monthly volume of purchases to give us a better idea of what dealer discount account you qualify for. We ship Full Container Loads, pallets, anything you need we can do it. You can contact us via Help Desk or +81-72-844-9220.

Shipping & Taxes

Q. Can I have a quote on shipping to my door?
A.
All you need to do is add the item to your shopping cart, and choose your country. The cart will refresh and you will have the shipped quote.

Q. Does the final price include VAT or any import tax?
A.
No. We are a registered company here in Japan and cannot charge these taxes. Please familiarize yourself with your local import rules and regulations to see if there are any other taxes when you get your items delivered to your door.

Q. You have many different shipping services available, what is the difference?
A.
ePacket is space available mail and can take up to 12 weeks to arrive to you and offers no insurance or real time tracking (it is not tracked in real time between the Japanese exit point and destination country entry point). FedEX DHL and EMS are all about the same speed (3 to 7 day delivery). EMS only insures for up to 20,000 JPY of package value. FedEX offers no insurance but DHL is fully insured. FedEX and DHL are shipped with signature required at delivery. EMS you may not have heard of, it is the Japanese government service and once getting to your country will be handled by a contracted delivery service. For example in the UK it gets handled by Parcel Force and in the United States by USPS. Most items are shipped out within 3 to 10 business days.

Q. Can you ship Cars, Engines, Transmissions, Oils and other items deemed as hazardous goods?
A.
Yes we are an exporting company above all and have qualified and licensed staff who will carefully prepare all needed export documentation on your behalf.

Q. My tracking number does not work!!
A.
This is because the post computers and tracking services are not real time like RHDJapan's is. The post will need up to 24 hours to upload all the tracking data to their servers after the item has been shipped. Please recheck in 24 hours and if by then you still have the error please contact us. You can contact us via Help Desk.

Q. Why is shipping so expensive?!
A.
Door to door delivery with jet shipping around the world and customs clearance can be quite expensive for large items. If shipping looks unreasonably high for a relatively small item please let us know, it could just be a typo. We will be happy to check it out ASAP for you.

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