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. 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. 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. 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. 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.
Q. Are refunds immediate? How long to get my refund?
A. For Card and PayPal: Refunds in this internet age are instantaneous for these payment methods, the money is immediately removed from our vendor account. How long it takes for your vendor is your question to your vendor. Some are instantaneous, some are next billing cycle, please contact them for details. Bank Transfer: We will contact you to confirm bank details.
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. 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. 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. 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. 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.
Q. Are refunds immediate? How long to get my refund?
A. For Card and PayPal: Refunds in this internet age are instantaneous for these payment methods, the money is immediately removed from our vendor account. How long it takes for your vendor is your question to your vendor. Some are instantaneous, some are next billing cycle, please contact them for details. Bank Transfer: We will contact you to confirm bank details.
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.
