FAQ
GENERAL
Q. Who is MOTORS HEAD JAPAN and where are you based?
We are a Japanese e-commerce exporting company based in Chiba, Japan. We specialize in sourcing and shipping brand new genuine Japanese parts to customers worldwide. Our team personally verifies every order before it ships to ensure you receive exactly the part(s) you ordered.
Q. Are your parts genuine and authentic?
Yes. All parts we sell are brand new, genuine products sourced directly from manufacturers and authorized distributors here in Japan. We do not sell replicas or aftermarket substitutes unless explicitly stated in the product listing. Each order is personally checked and approved by our team before dispatch. We do not supply non-Japanese brands.
Q. How can I contact you? What languages can your staff offer support in?
The best way to reach us is through our “Contact” page or directly by email. Our e-mail address is motors-head-japan@outlook.com . Our customer service team works in English and Japanese. All e-mails and communication are in English or Japanese. You are also welcome to give us a call for urgent matters.
Q. Do you use chat services such as WhatsApp?
Sorry, we do not use WhatsApp. However, you may send us a message through our Facebook page using Facebook Messenger. We will get back to you as soon as we can.
Q. Do I need to create an account to place an order?
Yes. An account is required before ordering on our online store. You do not need an account if you send us your order by e-mail.
Q. How do I know if a part is compatible with my vehicle?
If your used vehicle was exported out of Japan, we can check compatibility based on the VIN (chassis number). If your vehicle was originally sold overseas, we may not be able to check based on the VIN, so please check compatibility with your local dealership or authorized dealer.
Q. Are your items in stock?
No, we do not stock any parts with us. We place all orders directly to the manufacturer as soon as payment is confirmed.
Manufacturer’s stock is constantly changing, so availability can change without notice.
If an item sells out after your order is placed, we contact you immediately and offer a choice to wait, substitute, or receive a full refund.
Q. Can you source parts that are not listed on your site?
Yes. Please contact us and provide the exact part number(s) you are looking for.
We would be happy to check for you.
Q. Can you provide a photo of the part before I order?
Since we do not stock any parts with us, we cannot provide any photos before an order is placed. Once payment is received and the item arrives to our warehouse, we would be happy to take and provide photos. Alternatively, most parts can be seen on official diagrams/schematics.
Q. Are there any parts that you cannot ship?
Unfortunately, yes, some items are treated as dangerous goods like airbags, magnets, lithium batteries, etc. so we cannot ship these items even by sea.
Some items such as dampers/shock absorbers/accumulators can be shipped only by FedEx.
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ORDER/PAYMENT
Q. Can I modify or cancel my order after placing it?
If you have already paid for your order and we have placed your order to the manufacturer, we cannot change or cancel the order.
Q. Why has the price of my item changed since I placed my order?
Manufactures update their prices at least twice a year. Our website lists thousands of parts from many Japanese manufacturers, so we cannot always update all prices whenever there is a manufacturer price update. If a price change affects your order, we will contact you first. You may decide whether to proceed at the new price, choose an alternative, or cancel the order. No charge is ever made without your confirmation.
Q. What payment methods do you accept, and how do they compare?
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We require 100% prepayment. We accept Credit Card, PayPal, Wise, and Direct Bank Transfer. Here is a comparison to help you choose:
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Credit Card/PayPal
PAYMENT TYPE
Linked debit/credit card or PayPal balance
SECURITY
PayPal-encrypted checkout
FEES
Higher transaction fees and potential currency exchange fees
CLEARANCE
Instant
REFUND
Instant refund to PayPal or Store Credit
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Wise
PAYMENT TYPE
Account-to-account transfer
SECURITY
Regulated money transfer service
FEES
Lowest fees
CLEARANCE
0~2 business days
REFUND
Bank transfer for net amount (minus ~¥4,000 in fees) or Balance credit
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Bank Transfer
PAYMENT TYPE
Direct bank wire
SECURITY
Standard bank wire
FEES
Low to Medium depending on bank
CLEARANCE
1~5 business days
REFUND
Bank transfer for net amount (minus ~¥4,000 in fees) or Balance credit
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Please note that we require payment to be made by Wise or Bank transfer if the order total is over 500,000 JPY per month. |
Our recommendation:Credit Card or PayPal are ideal as payment clears instantly. For larger orders where you want to minimize fees, Wise offers the best exchange rate and clears faster than a standard bank transfer. Finally, a way to ensure you aren't too affected by fluctuating exchange rates is to send us a lump sum that we will keep as Balance. The amount of JPY granted to your account will not fluctuate and your buying power will remain the same. Orders cam be placed immediately and debit notes will be sent promptly. |
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Q. How do I place an order?
Add the items you want to your shopping cart and proceed to checkout. After entering your shipping address and picking your shipping and payment options, your order will be sent to us. We will then recheck current price and availability, as well as shipping costs and send you the invoice for payment. If there are changes in price/stock, we will inform you first.
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SHIPPING
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Q. How long does it take for an order to arrive?
There are two stages.
Processing/packing (before shipping): Most available items arrive to our warehouse within 1~10 business days. From there, we prepare and pack your order as soon as we can.
Transit (after shipping): Delivery time depends on the shipping service picked. Refer to the shipping comparison below for details.
Q. Can I combine multiple orders in one shipment?
Yes. Please mention you would like combined shipping when placing additional orders. Please note that we will charge a storage fee for parts kept in our warehouse for longer than one month.
Q. What shipping options do you offer?
We offer a few shipping services listed below. You are also welcome to make your own shipping arrangements with a freight forwarder of your choice. Here is a full comparison:
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DHL Express
SPEED
1~5 days
GUARANTEE
Time-definite, money-back guarantee
INSURANCE
Up to 4,000 JPY per KG or Full declared value (extra fee)
TRACKING
Full real-time, door-to-door
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FedEx Intl. Priority (FedEx acct. number required)
SPEED
2~6 days
GUARANTEE
Time-definite, money-back guarantee
INSURANCE
Up to $100 or Full declared value (extra fee)
TRACKING
Full real-time, door-to-door
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FedEx Intl. Economy (FedEx acct. number required)
SPEED
3~8 days
GUARANTEE
Time-definite, money-back guarantee
INSURANCE
Up to $100 or Full declared value (extra fee)
TRACKING
Full real-time, door-to-door
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EMS (Japan Post)
SPEED
4~14 days
GUARANTEE
No guarantee
INSURANCE
Up to ¥20,000
TRACKING
Full. Hands off to local carrier on arrival
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Postal Parcel (Japan Post)
SPEED
7~21 days
GUARANTEE
No guarantee
INSURANCE
None
TRACKING
Partial. No real-time between Japan exit and destination entry
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※We also offer trackable Surface Mail (Sea) shipping through Japan Post, though, shipping speed is about 2-3 months or longer in some cases. Shipping cost is cheaper than air options.
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Q. Do you ship to my country? How much will the shipping fee be?
We can ship to most countries with the available international shipping services. To get a shipping quote, please contact us and provide full shipping address and part numbers and quantities of each.
Q. Do you ship within Japan? Can I come to collect my order from your warehouse?
Yes, we can also ship within Japan by Yu-pack (Japan Post), Seino, or Sagawa Express.
You are welcome to collect your items from our warehouse, but please inform us in advance. We will let you know when your items are ready to collect. All domestic orders are subject to local 10% consumption tax. Q. Where is my order?
Please use the tracking number and tracking website link we provide by e-mail once your order is shipped.
Q. My package arrived but the manufacturer's box has been modified or the label removed.
Generally, we will not remove the part from the original box. However, our packing team sometimes repackages items to reduce shipping size and cost. In this case, we will include the original box folded up. The part inside is always exactly as ordered. If you prefer to receive the item in its original manufacturer box, please inform us at the time of ordering.
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CUSTOMS AND IMPORT DUTIES
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Q. Does your price include VAT, customs, or import duty?
No, we ship only on FOB or EXW terms. Duties and taxes are usually assessed separately by your local customs authority upon arrival and are entirely your responsibility. We strongly recommend checking your country's import rules before ordering.
Q. Can you mark my parcel as a "gift" or under-declare the value to reduce customs fees?
No. We will ship all orders as “commercial goods” and only declare true, actual values.
Q. Can you declare items as “used auto parts” or as items that are not auto parts?
No. We will only ship items using only their actual product descriptions..
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RETURNS, WARRANTY & DEFECTS
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Q. Do you accept returns or exchanges?
Returns: Accepted only if we shipped the wrong part to you. Contact us within 3 days after receiving the parts. Returns/exchanges are not accepted for any other reason. All sales are final.
Q. I just received my order and something is wrong with it. What should I do?
If an item was damaged during transit, please contact us first and we will inform you of the next steps in filing a claim with the transporter.
In general, we do not accept any claims of defective items. If you feel the item was defective from the factory, please let us know and we will see what we can do. We cannot guarantee that a replacement will be offered. Q. What is the warranty process?
We do not offer any warranty.
Some manufacturers offer a warranty but such claims will have to be made on your end directly to the manufacturer. Q. The part does not fit my vehicle. Can I get a refund?
No. Please ensure you are ordering the correct part number for your vehicle.
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INSTALLATION AND SUPPORT
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Q. Do you offer installation support or advice?
No. We are an e-commerce store, not a garage. We do not have qualified mechanics on staff and cannot offer installation guidance or technical advice. Please seek qualified professional assistance.
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ACCOUNT AND WEBSITE
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Q. I cannot log in and my password reset email never arrives.
Please check your spam or junk folder first. If the email is not there, your email provider may be blocking messages from our server. Please contact us.
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