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. 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 (Verified by Visa - MasterCard SecureCode), 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. 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 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. 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. 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. Thank you again for your order!

Q. My order arrived and it is damaged.
A.
Please take pictures of damaged item as well as damaged packaging to be used in the insurance claim and contact us immediately. 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. All accepted claims will be issued in store credit only.

Q. My order arrived but I got the wrong part.
A.
Please contact us immediately. 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. 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

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, or buyer's mistake.

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 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 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, 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 shipping costs involved.

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.
SAL 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) and service (Insured and tracked). 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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