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Customer Service

  • Shipping & Delivery

     

    Freight charges - Domestic

    Depending on your location, order value and order weight you will be offered one or more of the following shipping services to choose from during the checkout process. Please ensure you understand the different features of each service. (All services will require a signature on delivery.)

    Shipping Services - Domestic

    • eParcel - Registered service with signature required and delivery within 1-6 business days to most locations.

    • Express - Reliable express service with online tracking and delivery in 1-3 business days to most locations (Guaranteed overnight delivery within the express post network)

    Please note: Service times vary by destination. If in doubt, or your item is required urgently, please contact us.

    If no one is available to sign for your package when a delivery attempt is made a card will be left for you and the items will be returned to your local post office for collection. If this is a problem we suggest you enter an alternative delivery address such as a work address during the checkout process where there will be someone available to sign for the package.

    Freight charges - Export

    Goods can be sent by various methods including Registered Airmail, Pack and Track Airmail and Express Courier International (ECI) Prices will vary depending on the parcel weight, destination, service required and insured value.

    For a shipping quote add the items you require to your shopping cart. Once you you have finished shopping go to the checkout area and enter your address details. The system will then automatically calculate and display the shipping options and costs to your location.  (All services will require a signature on delivery)

    Shipping Services - Export

    Depending on your location, order value and order weight you will be offered one or more of the following shipping services to choose from during the checkout process. Please ensure you understand the different features of each service.

    • Registered Airmail - Standard service with limited online tracking and delivery in 3-10 working days to most locations
    • Pack and Track Airmail - Reliable postal service with online tracking and delivery in 3-10 working days to most locations. (Only available to select locations)
    • Express Courier International (ECI) - Premium express service with online tracking and delivery in 2-4 working days to most locations.

    Please note: Delivery times can vary due to the customs clearance process in the destination country

    Backorder Order Items

    Items that we do not normally carry in stock are considered "Backorder Items".

    In general Backordered items will include, but are not limited to, any items that are manufactured specifically to your requirements, any items which are ordered by us from overseas on your behalf and any non-stock items. Please be aware that if an item is listed on our website it does not necessarily mean it is a stocked item and it may still have to be ordered in from the manufacturer on your behalf.

    All Backordered Items require payment in full in advance and any shipping dates provided are estimates.

    All Backorder Items are non-cancellable and non-returnable

    Cancellations

    We will only accept cancellation of your order if

    • The items on it are ones which we would normally hold in stock
    • The items on it are NOT Backorder Only items which we have had to order in on your behalf
    • Your order has not been shipped

    Once your order has been shipped no cancellations will be accepted, you may however be eligible to return the items to us under our Returns Policy provided below.

  • Privacy & Security

    JapBikeSpares respects your privacy and will keep all of your personal details secure and confidential. Any information you submit is only used in order to process your order. Your personal details will not be sold, exchanged, or disclosed unless required by law. 

  • Returns & Replacements

    Unwanted items may be returned within 7 working days of receipt subject to the following conditions:

    You must obtain verbal permission from JapBikeSpares prior to returning any goods. You will be issued with a Goods Returns Number which must be quoted on all correspondence and must be included with the goods.

    Goods must be returned within seven working days of their receipt with all original packaging and enclosures intact and unbroken. Failure to comply with this clause will result in a fee of 20% of the invoiced value of the goods being retained to cover the costs of replacing the damaged packaging

    Goods must be returned to us at the buyers cost. You must take reasonable care to ensure that the goods are not damaged whilst in return transit to us. You are responsible for any loss or damage caused as such, we therefore strongly recommend that you use an insured carrier service to return the goods to us

    Once the goods are received and examined we will process a refund within 7 days for the cost of the goods, less the original shipping charge shown on your invoice and less any deduction as explained above.

    You do not however have the right to return your goods under any of the following conditions:

    • If the order is for goods which by their nature cannot be returned or are liable to deteriorate or expire rapidly
    • If the goods have been installed, used or fitted in any way whatsoever
    • If the order was for any non-stock special order goods ordered specifically and/or manufactured specifically for you on your instructions.

    Please note that we will not accept items for return that have been installed, used or fitted in any way under any circumstances.

    Any items returned that do not comply with the conditions stated above, or where our agreement to refund is not obtained prior to returning them will not be refunded.

    Exchange of parts

    Goods which are correctly supplied by us, but which you wish to return for exchange as a result of having ordered them incorrectly, will be subject to a further carriage charge on return of the replacement goods.

    Incorrectly supplied parts

    In the rare event of receiving an incorrect item please let us know immediately and we will exchange or refund the price of the goods and any freight to or from our premises.

    Faulty parts

    In the unlikely event of a part being faulty please contact us and we will endeavour to ensure the quickest solution to your issue.

    Order shortages and carrier damages

    Please advise us of any shortages or carrier damage to insured items within 3 days of receipt of your goods. We regret that beyond this time we may be unable to process your claim. Should any goods be damaged in transit you must allow us and/or our carriers reasonable access to the goods and packaging so that your claim can be substantiated. Failure to allow such access will invalidate any rights that you may have to a refund or replacement items 

     Ordering

    Immediately after you place an order, you receive an order confirmation E-mail. The order confirmation includes an order number, your name and address, payment method, delivery address and an overview of the goods purchased

  • Payment, Pricing & Promotion

    We accept payment by PayPal

    • Australian Customers: All product and shipping prices quoted include GST. A tax invoice will be supplied.

    • International Customers: All product and shipping prices quoted do NOT include tax. The customer will be responsible for any Import Tax's or Duties.  

    We accept no liability for any printing errors, changes in VAT and customs duties as well as any delivery errors.

    Special offers are valid until the product is sold out.

  • Viewing Orders

    You can view your order online at any time, just log in to your account.

  • Updating Account Information

    Just log in to your account to change your Billing & Contact Information

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