Frequently Asked Question
Product
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Q
Do you have the item in stock? It says "Usually ship with in 2-3 days if manufacturer has the item in stock.", but is this true?
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A
We do not have all the items in our stock. We quote and order to supplier for parts we don't have in stock upon your order. For some brands, we update remaining stocks at the manufacturer on our screen, but if the item says "Usually ship with in 2-3 days if manufacturer has the item in stock.", it means Webike Japan is not sure of shipping date until customer places an order.
Remaining stock/Availability
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Q
How can I find out if the item is in stock or not?
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A
If the item says "Usually ship with in 2-3 days if manufacturer has the item in stock.", then we don't know of the availability in detail. Please contact jp_info for availability of the moment.
Remaining stock/Availability
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Q
Does the item fit my motorcycle?
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A
Items we list and sell is manufactured to be sold and used in Japanese market. Therefore, even if your motorcycle and the items suitability is the same from what's listed, if there is difference in motorcycle specification among country/market, the item may not be able to be installed. Please understand that we do not take responsibility.
Product Specifications and Suitability
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Q
I was told that you need the frame number to make sure the item fits my motorcycle. Why?
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A
We may need frame number (or VIN) to know which market your motorcycle is built for. This information is some time needed to see if the manufacturer can tell that the item can be installed to your motorcycle if you are asking for suitability.
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Q
Do you have any (other) image of the item?
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A
Pictures on the item page are all we have at this time, but we are adding photo taken at our warehouse (photo with Webike watermark) one by one everyday.
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Q
Do you have the instruction/manual of the item in English?
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A
We are sorry, but most of manuals and instructions are in Japanese. We do NOT translate them.
Manuals and instructions
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Q
Can I install/use the item legally in my country?
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A
All products listed on Webike Japan are manufacturer to be used in Japan. Therefore, we do not know whether it can be used in customer's country legally. Also, we cannot provide any certificates which you might need to pass an inspection in your own country. Please note this in advance.
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Q
Can I purchase an item made by the manufacturer listed on Webike Japan, but not listed on the product line?
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A
If the item made by the manufacturer listed on Webike Japan, you could quote it through our "Non-listed item quotation service".
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Q
Do you sell OEM parts?
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A
Yes, we do carry OEM parts from 4 Major Japanese motorcycle manufacturers and several others from international brands. Please use our OEM service for quotation.
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Q
Do you sell used motorcycle parts or accessories?
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A
All the product we sell is brand new items. We do not sell used or second hand products.
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Q
Do you sell motorcycles?
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A
We do not sell motorcycle itself.
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Q
Do you offer a extra discount?
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A
We do not offer any individual or additional discount on our products. However, we offer Webike Cash Back Points and several coupons you can use to save off some money for your purchase..
Webike Cash Back Point System How To Use the Coupon Code
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Q
When do you have a sale?
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A
We do not advertise upcoming sales in advance.We are making announcement for ongoing our e-mail magazine.So, please check our e-mail magazine constantly.
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Q
Can you inform me when the item I want to purchase has a sale price?
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A
If the items are added into your shopping cart or save list, we will let you know by e-mail when we have a sale on those items.
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Q
I want to contact the manufacturer directly.
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A
Most of manufacturers of the items listed on Webike Japan have their own Website. However, almost all of them are not available in English. Please feel free to contact us for any questions you may have. We will be more than happy to help with your request.
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Q
Item is sold out. When will the item become available again?
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A
Please check us back in few weeks to see if the item is back in stock, or contact us by e-mail. We will make an effort to provide you a accurate stock information at that moment.
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Q
Can you tell me when the item becomes available?
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A
We do not have function to announce if the item become available. Please come back to us time to time to check the availability.
Order
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Q
How much is the shipping fee?
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A
You can see how much the shipping cost will be by putting all the items in the shopping cart and selecting your currency and destination by the buttons which are located in the upper right corner of the screen.
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Q
What is "BO"?
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A
"BO" stands for "Back Order". BO item is the product which will take over 1 month to be able to ship from Webike. If the item you ordered is a BO item, we will hold your order and ask you if you want to continue or not. Please note that a BO item cannot be cancelled once it is continued.
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Q
Can I cancel my order?
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A
You may request to cancel item(s) or order for item(s) which doesn't say "* This item can not be cancelled, returned nor exchange after placing an order."
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Q
When can I receive the refund?
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A
"The refund will be made through whatever the payment method you have chosen for this order. Please understand that it may take sometime for the actual refund to be made.
Refund for cancellation
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Q
Can I return my order?
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A
Returned items must be new and unused, and in the same condition as they were sent in their original packaging. If the original payment was via PayPal we will credit the PayPal account that the order was placed with. If the item you have received is damaged, please contact us by e-mail with a photo attached within 30 days so that we may remedy the situation.
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Q
Why my order is cancelled?
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A
There are several reasons why we cancel your order.
1.We might cancel your order if all of the items you order is sold out or discontinued.
2.If we do not receive reply back from you in time for questions we ask regarding on your order.
3.If the shipping address is to Japan.
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Q
Can I add items on my existing order?
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A
We can not accept adding an item to your order if once placed.
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Q
Can I combine orders to be shipped out together?
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A
We can not accept combining orders together.
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Q
Can I split the orders?
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A
We can not accept splitting the order and ship both orders.
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Q
Can you ship items in my order separately if I pay for the extra shipping?
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A
Sorry, we cannot accept splitting order and ship both orders even if you are willing to pay for the shipping.
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Q
I placed an order, but did not receive a confirmation e-mail.
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A
We send mail to the e-mail address registered soon after you place an order. Please check your junk mail and Spam folder. If you still don't see them, let us know.
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Q
How come I don’t see my country on the list of Countries in shipping?
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A
There are 2 reason why your designated country can't be selected.
1. PayPal restricts to select other countries where your PayPal account is originally created.
2. There is no shipping company that covers your country for delivering the products you want.
Shipping
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Q
When will my order arrive?
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A
We send e-mail to customer with tracking number as we ship out the order (except for "Economy Small Packet"). With the tracking number sent, you can check the status from each carrier's website.
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Q
Can I have a tracking number for my package?
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A
You will receive e-mail with a tracking number once your order is shipped out. If you do not receive it, please feel free to contact us. (Economy Small Packet doesn't have tracking number.)
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Q
How long will it take to ship my order?
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A
It may take more than expected to arrive to your door if there is checking or VAT calculation required at the customs in your country.
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Q
What is your delivery area?
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A
We ship to most countries. You can check which carrier is available to ship to your country inside the shopping cart. Shipping to APO/FPO or other military bases are prohibited.
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Q
Can I change the shipping address?
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A
The shipping address must match the address you registered or entered at PayPal if you choose Paypal as a payment method. If you choose credit card, we can change the shipping address if you request. However, we cannot change the country name because the shipping charge may differs from the original payment. These do not apply to Wholesale member. Wholesale member must attach an document or website proof of the new address for us to over write the original information to change the shipping address.
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Q
Can I choose a shipping carrier?
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A
No, you can choose shipping options, but you can not choose shipping carrier. The available options differs according to countries or shipping points of items you order.
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Q
Can I receive my order in Japan?
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A
No, Webike Japan is website specialized in shipping to overseas. Due to Japanese national taxation circumstance, we can not ship to Japan. If you wish to receive orders in Japan, you will have to place an order from our domestic website.
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Q
Can you state a lower price on the parcel for an item ordered?
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A
We can NOT state lower price on an invoice. Actual price will be printed on the invoice.
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Q
Can you re-issue my invoice?
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A
Yes, please contact us if you need a copy of invoice for your order.
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Q
I will be on a vacation. Can you deliver the order on specific date?
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A
Sorry, we can not request specific delivery date for your order as the shipping is overseas shipping. However, we can postpone the shipping date, please contact us before we ship your order. We will postpone the shipping date for your convenience.
Payment
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Q
How can I make a payment?
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A
We accept payment by PayPal or credit card. If you use other currency that is not Japanese Yen, you may be charged for extra fee depending on your credit card provider for exchange handling fee. The price of items and the shipping fee will be deducted from your PayPal or credit card account when you place an order.
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Q
Why is there some difference between the total amount displayed in my shopping account and the one actually charged?
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A
PayPal nor credit card company does not expose their currency rate. Therefore, the currency rate we use in our shopping cart differs from the one they use. Also, there should be exchange handling fee charged by PayPal or your credit card company on a bill which you can not see on our screen.
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Q
Is there any other fees I need to pay for my order?
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A
Payment to Webike Japan includes products and shipping from our warehouse to your home. You may be charged for VAT or local handling fee at the time of delivery. For some large order, Webike Japan may be ask you for extra shipping fee before we ship your order.
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Q
Is VAT (Value Added Tax) already included in the price?
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A
No, VAT is not included in the price. we cannot predict or control what these charges may be, as they vary widely from country to country.
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Q
Is there any fees for currency exchange?
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A
Probably yes, we sell our products in Japanes Yen. Unless you have Japanese yen, PayPal or your credit company probably charges you for currency exchange fee. Exchange rate/fee differ depends on what you use to pay. For more detail please contact PayPal or your credit card company.
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Q
Is there any fee for PayPal transaction?
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A
There are no PayPal transaction handling fee needed to be paid by the purchaser. It is taken off from us.
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Q
I cannot make a payment.
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A
If you encounter difficulties with a payment, please contact us. It will be greatly appreciated if you provide us a screen shot of the page with the problem so that we can look into the matter.
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Q
According to the payment notice from my credit card company, I found that I had been charged twice. What is going on?
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A
Webike Japan do not charge to your credit card unless we ship your order. If the money has been withdrawn from your bank account, this means you have paid with your, in our term, "debit card".
If you have paid by debit card, the total price will be withdrawn from the deposit account at several times before we ship your order.
1)When you place an order.
2)When Webike ships your order.
3+)When there are ANY change in total price of your order. For example, partial cancellation, changing shipping options, adding product and e.t.c.Please verify the balance of your deposit account in order to prevent "settlement error" due to the balance shortage.
Webike can only re-authorize/re-aquire new price AFTER cancellation of initial transaction. However, the return (refund) of initial transaction may take up to 30days to 45days for actual refund to be made to your account.
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Q
I cannot choose "Macau" as a country in PayPal. How can I place an order?
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A
PayPal consider Macau as city of China. Please choose "China" as a country to ship your order to Macau.
Coupon/point
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Q
Where do I enter a coupon code to use them?
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A
Many customer confused to use our coupon. They try to enter the code on PayPal screen. Please check "How to use the Coupon-Code" to see at which screen you use our coupon code.
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Q
When will my coupon be expired?
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A
Each coupon has a different expiration date. Please be aware of the coupon's expiration date when you first receive them. You can check expire date and other information about coupon you have at "Discount Copuon" page. You will not be able to use coupons which have expired.
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Q
Can I use multiple coupons at once?
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A
We allow our customer to use one coupon per order. You may use coupon and Webike Cash Back Point at the same time.
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Q
Can I redeem a coupon or Webike Cash Back Point for an order already paid?
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A
We are sorry, but coupon codes can be redeemed only at the time you place an order.
Please review our help page for more information.
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Q
I accidentally deleted the e-mail with a coupon code. Can I retrieve the coupon code?
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A
We are sorry, but in a general rule, we do not re-issue coupon codes in case of loss.
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Q
How can I use Webike Cash Back Points?
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A
You can redeem your Webike Cash Back Point at the very end of checkout. Redeemable Webike points can be used in conjunction with other payment methods such as PayPal and credit cards.
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Q
Can I pay all of my shopping by using Webike Cash Back Point?
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A
Webike Cash Back point can not be applied for shipping fee even if you have enough point to pay for. Please consider bringing up the total value of shopping to meet free shipping requirements.
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Q
Where can I see the balance for my Webike Cash Back Points?
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A
You can check the balance and the history of Webike points you have at your "my account" page
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Q
When will my points be expired?
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A
Webike Point rewarded based on the purchase will be expired on the very last day of the same month of next year. (e.g.: Point rewarded on Jan.10th 2015 will be expired on Jan. 31st 2016).
Timing of Webike Point rewarded for participating to any events will be announced on each events and campaign.
We send balance and upcoming schedule of expire of the your Webike Cash Back Point beginning of every month.
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Q
What is the rate of Webike Cash Back Point?
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A
Point rate (%) is determined for each product. Please review the product page to see the rate for the item you are interested in.
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Q
How do I receive Webike Cash Back Point through event or campaign.
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A
We have 2 ways to give out Webike Cash Back Point through our events or campaign.
1. We simply send the point to you.
2. You have to go to your "My account" page and press "get" button to actually receive it. please check event information we send by e-mail for more detail."
Account
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Q
I cannot log into my account.
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A
If you forgot your password, please go to the [Password Forgotten] and re-issue your password. Enter your registered e-mail address, then an e-mail with a provisional password will be sent to that e-mail address. Please make sure to change it to a new one through the [Change my account password] of [My Account] for your safety.
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Q
I requested a temporary password, but did not receive it.
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A
If you don't see an e-mail with a temporary password in your inbox, please check your junk or spam folders. If you still don't see them, please contact us.
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Q
Can I open multiple accounts?
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A
Webike restrict customer to have multiple account. Also, you can not create multiple account using same e-mail address. Though you may have multiple account using different e-mail address, any information including Webike Cash Back Point can NOT be marged or shared.
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Q
How can I register with My Bike? What's good about register at "MyBike"?
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A
You can register your motorcycle at "Mybike" column of your My account's left side menu. We would use it for sales promotion. Please register to receive special deal in the future.
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Q
How can I register my motorcycle in FAVORITE? What's good about setting "Favorite"?
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A
In order to add motorcycle to "favorite" button on a upper right and corner of your screen, you click on specific motorcycle from ? "by Moto" search and click on a star mark located upper right hand side of the motorcycle photo. We would use it for sales promotion. Please register to receive special deal in the future.
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Q
How do I stop receiving e-mails and newsletter subscriptions?
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A
You can subscribe/unsubscribe at your "my account".
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Q
Do you have wholesale service and price list?
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A
If you own your motorcycle shop or motorcycle relating company, you might be approved to be our wholesale member.
Webike wholesale is for shop owners dealing with motorcycle or motorcycle parts. If you become one of its member, you will be able to see the wholesale prices of our products and order them.
Please understand that we cannot inform you of the actual wholesale price if you are not a member.
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Q
What kind of documents do I need to submit to be approved as a wholesale account holder?
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A
To process your application for a wholesale account, we might ask you to provide us some documentation, such as a business license, a business bank account statement, business invoice, and photo of your shop.
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Q
Can I use the same e-mail address for my regular and whole sale accounts?
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A
We are sorry, you cannot use the same address for both wholesale and regular account. Once you are approved to become our wholesale member, we will delete your regular (retail) account. We can not transfer any Webike Cash Back point between any account.
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Q
I sell motorcycle parts and accessories on SNS (e.g. FACEBOOK). Can I be registered as a wholesale account holder?
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A
Any form of business is welcome. However, your application might be denied if you cannot provide the proof that shows you are in business with motorcycle parts and accessories.
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