Product

• Q
  Do you have the item in stock? It says "If manufacturer have in stock,...", what does this mean?
• 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 "If manufacturer have in stock,...", it means Webike Japan is not sure of shipping date until customer places an order.
  Remaining stock/Availability

• Q
  How can I find out if the item is in stock or not?
• A
  If the item says "Estimated ship date will be given 3 days after your order", then we don't know of the availability in detail. Please contact id_info@webike.net for availability status.
  Remaining stock/Availability

• Q
  Does the item fit my motorcycle?
• A
  Items we list and sell are 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

• Q
  I was told that you need the frame number to make sure the item fits my motorcycle. Why?
• A
  We may need frame number (or VIN) to know which market your motorcycle is built for. This information is neccessary for manufacturers, enabling them to see if the item can be installed to your motorcycle or not when you are asking about suitability.

• Q
  Do you have any (other) image of the item?
• 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.

• Q
  Do you have the instruction/manual of the item in Indonesian?
• A
  All products listed on Webike Indonesia are manufactured to be used in Japan. Therefore, we do not know whether it can be used in customer's country legally or not. Also, we cannot provide any certificates which you might need to pass an inspection in your own country. Please note this in advance.
  Manuals and instructions

• Q
  Can I install/use the item legally in my country?
• A
  All products listed on Webike Indonesia are manufactured to be used in Japan. Therefore, we do not know whether it can be used in customer's country legally or not. Also, we cannot provide any certificates which you might need to pass an inspection in your own country. Please note this in advance.

• Q
  Can I purchase an item made by the manufacturer that is listed on Webike Indonesia, but not listed on the product line?
• A
  If the item made by the manufacturer is listed on Webike Japan, you could quote it through our "Non-listed item quotation service".

• Q
  Do you sell OEM parts?
• 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.

• Q
  Do you sell used motorcycle parts or accessories?
• A
  All the product we sell is brand new items. We do not sell used or second hand products.

• Q
  Do you sell motorcycles?
• A
  We do not sell the motorcycle itself.

• Q
  Do you offer a extra discount?
• 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.

• Q
  When do you have a sale?
• 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.

• Q
  I want to contact the manufacturer directly.
• A
  Most of manufacturers of the items listed on Webike Indonesia have their own Website. However, almost all of them are not available in Indonesian. Please feel free to contact us for any questions you may have. We will be more than happy to help with your request.

• Q
  Item is sold out. When will the item become available again?
• 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 provide you with the latest stock information.

• Q
  Can you tell me when the item becomes available?
• 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

• Q
  How much is the shipping fee?
• A
  The shipping fee depends on the weight of the package and its destination. It includes packing, boxes, receiving, domestic insurance, shipping and invoicing charge. You can see how much the shipping fee will be by putting all the items in the shopping cart.

• Q
  What is "BO"?
• 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.

• Q
  Can I cancel my order?
• A
  You may request to cancel item(s) or order for item(s) which doesn't say "* This item cannot be canceled, returned or exchanged after placing an order"

• Q
  When can I receive the refund?
• 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

• Q
  Can I return my order?
• A
  The refund will be made through any payment method you have chosen for this order. Please understand that it may take sometime for the actual refund to be made.

• Q
  Why my order is cancelled?
• 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.

• Q
  Can I add items on my existing order?
• A
  We cannot add any item to your order once it has been placed.

• Q
  Can I combine orders to be shipped out together?
• A
  We cannot combine orders together.

• Q
  Can I split the orders?
• A
  We cannot split the order and will ship both orders.

• Q
  Can you ship items in my order separately if I pay for the extra shipping?
• A
  Sorry, we cannot accept splitting order and ship both orders even if you are willing to pay for the shipping.

• Q
  I placed an order, but did not receive a confirmation e-mail.
• 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.

Shipping

• Q
  When will my order arrive?
• A
  We send an e-mail to customers along with the tracking number as we ship out the order. You can check the status of your order with the tracking number on each carrier's website.

• Q
  Can I have a tracking number for my package?
• 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.

• Q
  How long will it take to ship my order?
• A
  Delivery date on product page is only for reference, once you place an order, we'll confirm availability and estimated delivery date. Or, before you order, you can simply ask us.

• Q
  What is your delivery area?
• A
  We ship to all indonesian territory.

• Q
  Can I change the shipping address?
• A
  The shipping address must match the address you registered. If you choose credit card, we can change the shipping address if you request. 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.

• Q
  Can I choose a shipping carrier?
• A
  No, you cannot choose shipping carrier. We choose suitable carrier for your items and destination.

• Q
  Can you state a lower price on the parcel for an item ordered?
• A
  We can NOT state lower price on an invoice. Actual price will be printed on the invoice.

• Q
  Can you re-issue my invoice?
• A
  Yes, please contact us if you need a copy of invoice for your order.

• Q
  I will be on a vacation. Can you deliver the order on specific date?
• 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

• Q
  How can I make a payment?
• A
  You can make a payment with credit card, bank transfer and counter at convenience store.

• Q
  Is there any other fees I need to pay for my order?
• A
  Payment to Webike Indonesia includes product price and shipping fee from our warehouse to your home. You may be charged for local handling fee at the time of delivery. For some large order, Webike Indonesia may ask you for extra shipping fee before we ship your order.

• Q
  Is VAT (Value Added Tax) already included in the price?
• A
  Yes, VAT is already included in the price.

• Q
  Is there any fee for Credit card transaction?
• A
  There are no transaction handling fee needed to be paid by the purchaser. It is taken off from us.

• Q
  I cannot make a payment.
• 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.

• Q
  For bank transfer payment, I might pay amount over than actual amount.
• A
  If your paid amount is more than actual amount, you'll receive e-mail notification from 2C2P. Then, please contact us. We'll check the payment status, and proceed to refund.

• Q
  For bank transfer payment, I might pay amount less than actual amount.
• A
  If your paid amount is less than actual amount, you'll receive e-mail notification from 2C2P. Then, please contact 2C2P. They'll check the payment status, and proceed to refund.

Coupon/point

• Q
  Where do I enter a coupon code to use them?
• A
  A Many customers are confused to use our coupon. Please check ""How to use the Coupon-Code" to see at which screen you can use our coupon code.

• Q
  When will my coupon expire?
• 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 your coupon at "Discount Copuon" page. You will not be able to use coupons which have expired.

• Q
  Can I use multiple coupons at once?
• A
  We only allow our customer to use one coupon per order. You may use coupon and Webike Cash Back Point at the same time.

• Q
  Can I redeem a coupon or Webike Cash Back Point for an order already paid?
• 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.
  

• Q
  I accidentally deleted the e-mail with a coupon code. Can I retrieve the coupon code?
• A
  We are sorry, but in a general rule, we do not re-issue coupon codes in case of loss.

• Q
  How can I use Webike Cash Back Points?
• 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.

• Q
  Can I pay all of my shopping by using Webike Cash Back Point?
• A
  Webike Cash Back point cannot be applied for shipping fee even if you have enough point to pay for it. Please consider bringing up the total value of shopping to meet free shipping requirements.

• Q
  Where can I see the balance for my Webike Cash Back Points?
• A
  You can check the balance and the history of Webike points you have at "My Account" page.

• Q
  When will my points be expired?
• A
  Webike Points are rewarded based on the purchase and 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.

• Q
  What is the rate of Webike Cash Back Point?
• A
  Point rate (%) is determined for each product. Please review the product page to see the rate for the item you are interested in.

• Q
  How do I receive Webike Cash Back Point through event or campaign.
• 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

• Q
  I cannot log into my account.
• 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.

• Q
  I requested a temporary password, but did not receive it.
• 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.

• Q
  Can I open multiple accounts?
• 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.

• Q
  How can I register with My Bike? What's good about register at "My Bike"?
• A
  You can register your motorcycle at "My bike" 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.

• Q
  How can I register my motorcycle in FAVORITE? What's good about setting "Favorite"?
• 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.

• Q
  How do I stop receiving e-mails and newsletter subscriptions?
• A
  You can subscribe/unsubscribe at your "my account".

• Q
  Do you have wholesale service and price list?
• 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.

• Q
  What kind of documents do I need to submit to be approved as a wholesale account holder?
• 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.

• Q
  Can I use the same e-mail address for my regular and whole sale accounts?
• 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.

• Q
  I sell motorcycle parts and accessories on SNS (e.g. FACEBOOK). Can I be registered as a wholesale account holder?
• 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.