FAQ's
1. Delivery
Q: How long will it take to ship out my item?
A: For in-stock, the item will be shipped within 2-3 business days. As for non-stock items, the shipping date depends on the item. Please contact us to check the lead time before purchase. If your order is delayed, we will contact you.
Q: How long will it take for my order to arrive, once it ships?
A: Delivery time can range between 1-2 weeks of shipping.
Q: My parcel is delayed.
A: International shipments are required to go through screening by Customs to obtain clearance when they cross borders between countries, which can occasionally cause unexpected delays. We know that shipping delay is out of the seller’s control, but if it happens to your order, don’t hesitate to contact us for a solution instead of leaving us bad ratings/feedback.
Q: Which shipping carriers do you use?
A: We use DHL, FedEx and UPS.
Q: The parcel is damaged and the item is broken. What should I do?
A: Please take photos of packing from all sides as well as the damaged item and send to us immediately. All our parcels have insurance we can claim compensation from carrier only if we have photos evidence of packing condition.
Q: How do I track my order?
A: You will receive a delivery confirmation email that includes the tracking number, order status, and shipping company. Please check your Junk or Spam folder if the delivery confirmation email is not delivered to your inbox.
Q: Why is shipping so expensive? Other companies provide cheaper shipping costs than Trust Kikaku.
A: The shipping cost for large items is simply quite expensive and our contracts with carriers are different from other companies. We do our best to provide the most adequate shipping costs. We don't make a profit from shipping fees.
Q: My shipping address is Japan, but the shipping calculated as international shipping. What should I do?
A: This online store can automatically calculate shipping prices for only international shipments.
With regard to the shipping domestically within Japan, the order needs to be manually created by us, so please feel free to contact us!
Or you can also purchase from our Japanese online store (Japanese Only) - https://trustkikaku.shop/
Q: I ordered multiple items at once, and some are non-stock items. Can you send out the items you have in stock first?
A: Yes, we can ship out the in-stock items first and arrange a split shipment. Please contact us if you would like to arrange a split shipment. However, please keep in mind that it might affect the shipping fees in some cases.
Q: Can I use the APO/FPO/DPO address for shipping?
A: No, we cannot send packages to APO, FPO, and DOP locations.
Q: Is the PO box available for shipping?
A: We cannot ship to PO boxes. Please use another shipping address.
2. Orders & Payment
Q: What payment methods do you accept?
A: We accept credit cards, PayPal, or wire transfers.
Q: Can I pick up my order in person?
A: Yes, pick-up can be arranged. Please make an appointment by calling or by email. Please be aware that the reservation period is 7 days after purchase.
Q: Does the final price include VAT or any import tax?
A: We are a registered company in Japan and we are not allowed to charge these taxes. Please check your local import rules and regulations to see if there are any other taxes required to pay.
3. Products & Availability
Q: Are your items in stock?
A: Most of our Nissan and Nismo parts are in stock at our warehouse. We state whether the item is in stock or non-stock in the description.
Q: The item doesn't look like the picture.
A: We ensure the pictures are up-to-date but please let us know what doesn't match the description. We review each and every order to ensure you received the correct order.
Q: I cannot find the part I’m searching for in the online shop and it looks like you are not selling it. Should I just give up?
A: Please contact us by email or from the inquiry form. We can source parts that are not listed on our online store. Please include the part number (if you know) and your car’s VIN in the email.
Q: Can you ship hazardous good & materials like oil?
A: No, we do not provide shipping for these items by air. However, we can arrange shipping by ocean freight. In that case, the address of consignee have to be a company.