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 couriers 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.
For 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: Unfortunately, we do not 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.
Q: Can I choose a specific delivery date for international shipping?
A: Due to the unpredictable nature of international shipping, we cannot guarantee specific delivery dates. Factors such as customs processing, carrier delays, and international regulations may affect transit times. However, once your order has been shipped, you may contact DHL, FedEx, or UPS directly to inquire about arranging a specific delivery time and date. We appreciate your understanding and recommend placing orders in advance if you have a deadline.
2. Orders & Payment
Q: What payment methods do you accept?
A: We accept credit cards, PayPal, or wire transfers. Please note that we charge Banking Fee for wire transfers.
Q: Does the final price include VAT or any import tax?
A: Duties and import taxes are not included in shipping cost and total price. 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.
**For shipments to the USA, please be aware that import taxes may change starting in April, depending on policies influenced by former President Trump. We recommend staying updated on any potential adjustments that could affect your order.**
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.
Please also note that the Japan VAT occurs for pick up at the store since our store is not tax free.
Q: Can I cancel my order?
A: It is possible to cancel your order by emailing us at sales@trustplanning.world, however, a written confirmation of cancellation must be received as soon as possible before we ship out. We cannot accept cancellations after the package is shipped out.
Q: How do I make changes to an order I’ve already placed?
A: If you need to modify your order, please contact us as soon as possible. Once an order has been processed or shipped, changes may not be possible. You can reach us at sales@trustplanning.world for assistance. We’ll do our best to accommodate your request.
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. However, sometimes out of stock happens, so please make sure to check the availability before the order just in case.
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.
4. Return Policy
Q: Do you accept returns or exchange?
A: We do not exchange the items, however we accept some returns and refund depending on the situation. Please contact sales@trustplanning.world for more detailed information before you issue chargeback.
5. General
Q: How do I contact your company if my question isn’t answered here?
A: If you need further assistance, please feel free to contact us at sales@trustplanning.world. Our team is happy to help with any inquiries you may have.