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 Think of the Touge 'Help' pages as a helpful member of staff! We are here to answer your questions and make shopping on this site as easy and enjoyable as possible. The best way to place an order is via the site - it's fully secure so there is nothing to worry about. You'll also receive emails on how your order is progressing. However, if you want to place your order offline, please contact us via the Live Support Also contact us if there is anything on the web site that you can't find, and we'll be happy to do a search for you! The benefits of using Touge Why you should consider using Touge: - The largest website in the world for JDM parts - Agents in various locations that are there to help pre/after-sales and consultation - Logistics hub in Yokohama, Japan to supply the parts cheaper, faster and with that "Touge" touch! - English speaking customer services! - Our site is constantly growing with new products, more features to make the whole Touge experience like no other!   Q:How can I find products easily? A: Using the product finder above to filter your search by selecting any or all of the 3 filter criteria Brand Touge is proud to offer over 350 brands to meet your JDM needs. Can't find the brand you are looking for? Drop us an email and we'll do the necessary leg work to get the brand and its products added to the Touge superstore. Product Type Our product entries are broken into a number of categories to make finding the exact part that little bit easier. Vehicle - Not required Touge supports every major Japanese sports and performance vehicle. If your vehicle is not listed, drop us an email and we will happily source the products you require and list them on the site. Touge is committed to building the best parts website in history so don't feel that you are putting us out by requesting rare parts for your rare vehicle. Use the Touge product filter you can search and display results in a number of ways. We also have a wheel finder which allows you to search the following criteria: - Brand - Size - Width Q: Can I search by a keyword? A: The easiest way to find what you're looking for is to search for it. The ‘Search’ box is in the top of every page under the filter tool. Simply type the product code or product name of what you are looking for into the box, as you type some suggested search terms will appear. Choose on and click search now!. If you ignore the suggestions and don’t find what you want straight away, here are a few tips: Best results are often obtained if you enter just one or two key words from the product name. Try using the least common words. (Don’t use words like ‘the’, ‘and’, ‘a’, etc. which will produce many results.) Don’t worry about punctuation! Adding punctuation is not necessary when searching. The search engine will reveal the same results "proper punctuation"’ or not. Example: Toda Exhaust DC5 is better than Toda Racing Exhaust System for DC5.  Q: Why does Touge use chassis codes to identify fitment? A: Chassis codes are industry standard for identifying what parts fit what vehicles. Some listings may have engine codes (SR20DET for example) or years to (~01/2010 for example for all up to Jan 2010) or from (12/2009~) as many elements of a vehicle can change such as brake pad fitment, suspension or aero parts. Once parts are ordered if Touge is not 100% sure of your order fitting your vehicle they will contact you to confirm. We prefer using this method over generic Civic 2002-2005 or listing products like brake pads and a list of applicable vehicles. Q: How can I be sure of my vehicles chassis type? A: Touge lists information each vehicle. If you click on any of the chassis code listings on the Touge site it will open a PDF document in a few window (Adobe Acrobat reader required) with key information on each vehicle. You can also check by looking at registration documents (under chassis number) or by popping the bonnet and checking that way.  Q: What is JPY? A: Japanese Yen or JPY is the native currency of Japan. In order to make international business simplier we have employed a currency conversion system to help you understand the cost of the parts in your native currency. We support every major world currency. Touge automatically detects your country of origin by your IP address and displays your native currency. Q: How can I change the currency this site uses? A: All orders are invoiced in Japanese Yen (JPY). We display our prices in a variety of other currencies for convenience only. Foreign exchange rates are not approximate and should be used for comparison purposes only. The final amount charged is dependant on the exchange rate used by your financial institution. NOT Touge Distribution. For more information on currencies visit the Touge Currency Analytics page. 500 1500 5000 10000 25000 40000 100000 The easiest place to change the currency is the currency help button displayed on the left hand side of every page on the scrolling bar. Q: What payment methods does Touge offer? A: We accept VISA, Mastercard, American Express, Discover through Paypal. We also accepted VISA and Mastercard through 2checkout. Bank transfer is also an option but carries a 3000 bank broker fee. Contact us for more information regarding transfers. Q: I have a question about my charges A: Any payment/charges related questions should be emailed to us. We aim to reply to all emails within 6 hours. Q: When will my credit appear on my statement? A: If Touge has agreed to give any refund (partial or full) it can take up to 14 days to process as refunds may have to come back from manufacturers, agents or suppliers prior to refunding you. If for any reason it will take longer than 14 days either Touge or an agent will contact you. Q: When will my card be charged? A: Your card will be charged upon order placement. We employ this system over charging upon dispatch due to: - The high value of the goods and the protection of our business interests - A high % of orders being rejected when ready for dispatch that causes Touge cashflow problems In order for operate the Touge website efficiently we have no choice but to run our financial department in this way. Thank you for your understanding. Q: I've lost my invoice, can I have another? A: Of course, simply login to your account and view the invoice for the order you are missing an invoice for. Then click the print button through your browser. Q: Are there any surcharges for paying with Paypal or Cards? A: All prices are shown on the site are the prices we charge (shipping is shown at the checkout stage). If a customer cannot process their order through Paypal or using their credit card through Paypal then the only other option is to use our partner 2checkout.com. All 2checkout transactions offer full 3D security screening. Q: What happens if it's cheaper elsewhere? A: There are plenty of other websites out there offering JDM parts. Some of them cheaper, the majority of them more expensive. However, the experience Touge offers is like no other. More features, more products and a simple, easy to use interface. This wasn't cheap or easy to develop and as any business-person knows, return on investment is number 1 priority. We have managed to keep a lot of development costs down due to in-house staff managing the website and fast growing database. When comparing prices please check the following: - Does the price you see including shipping to your country? - Does the price you see include any paypal/card fees? - How fast can this company supply you?* - Does this company have agents, an online support system with 18 hour a day support? * There are a few businesses operating on a "Group Buy" system. The more orders they receive for an item the more pressure they can put on the supplier for a better price. These types of businesses can take several months to ship your order!. Please be aware of this before contacting Touge for a pricematch.  Q: What is brand information? A: As Touge has the largest product offering in the world for Japanese vehicles a number of brands may meet search criteria that you have never even heard of! By bringing together a number of Touge database elements and good old research we have put together a brief history of each brand, a TougeTV video (where possible) and most brands also have a googlemap showing their location. Touge is proud to offer the rare and wonderful parts manufactured in Japan. Q: Are all of these items in stock? A: Touge carries considerable stock but selling over 25,000 products (and rising!) it is simply impossible to remain competitively priced and stock over a 300000000 worth of stock. Warehousing costs, insurance and staff levels would be too high. Touge would have priced itself out of the market. Through our established network of suppliers and agents we ship most orders within 5-7 days. Due to the high number of fraud attempts we only ship in stock items the same day if the customer has a trading history with Touge. Q: Can I rate products? A: Touge is proud to offer a product rating system that allows customers to quickly rate products. Please do not rate unless you have first hand experience with the product in question. Q: What are permalinks? A: Permalinks are generated to allow easy linking on Forums, Blogs, Social Networking sites and IM. They cut out all unimportant link information and take the browser directly to the product listing. Q: How are Kudos ratings calculated? A: The Kudos Rating system is based on the following product and brand parameters: - How rare the product is - The reputation of the brand in terms of class, pedigree and quality - The type of product and where it fits in the vehicle - How many page views the product has had since the Touge site went live From this data the item is given a rating out of 500. 1 being the lowest rating, 500 being the highest. Q: What are Touge ratings? A: Touge ratings were originally rarity and reputation ratings. Through advances in our SQL database we have managed to populate numerous data such as service, product support and delivery times for product as well as any product ratings that this brand has are being factored into the Touge rating. These should be considered before making a purchase. Q: Should I be concerned buying from a low scoring brand? A: It all depends on the product (see if it has any ratings and if so, how many) and lead time. If you want a rare bumper shipping to Iceland by sea of course there are going to be long lead times. Any company that falls short of our expectations is promptly removed from the Touge website. This includes companies that make low quality "counterfeit" type products. Q: How do you work out shipping prices that are shown on each listing? A: Each product is tagged with its volumetric weight. From this we can work out shipping to over 240 countries using 4 different shipping methods. This calculator is now over 50,000 lines of code! We had many customers asking about shipping prices so we decided to display prices from X Yen. For 95% of items this service is the SAL service (6-14 day service typically). Larger freight items are tagged as such and the price is for sea freight. There are huge surcharges for shipping bumpers, large rear wings etc (usually items over 1500mm) by TNT air freight. Any item that looks strangly expensive is probably a simply database entry error. Please contact us to notify us and earn 5% off your next order.  Q: What is the Touge Tuner Map? A: The Touge Tuner Map brings together various data stored in our database to populate a Google Map with locations of over 350 tuning shops in Japan. Using the Google API technology you can: - See Zip codes for each company - Plan a route around Japan visiting your favourite tuning shops - Plan a short trip from your Hotel to a tuning shop including road, JR Rail and even the famous Shinkansen! Many product listings have these maps embedded. Check them out! Q: How can I share products online? A: Found a product you want to share on Facebook, Twitter, Digg or Stumbleupon? Simply click on the links displayed on the product listings page. These links look like: 
 You can also email a friend a link to the page, view an RSS feed for this product and share on numerous other social networking sites. The best way to share on forums is by using the Permalink. This link is a short simple link that will take the browser directly to that product listing. To find a permalink on a listings or results page click on the Manufacturer ID. That page and URL is the direct link to that product. Q: What are RSS Feeds? A: RSS (most commonly translated as "Really Simple Syndication" but sometimes "Rich Site Summary") is a family of web feed formats used to publish frequently updated pages. In Touge's case, products. With so many items getting added per week, you can simply subscribe to an RSS Feed for a product type for your vehicle, a product type for an specific brand. This is a sure fire way to keep up to date with whats new on the Touge site. Look out for this icon on the Touge site: Q: What is TougeTV? A: TougeTV started out as a simple Youtube channel showing snippets of Best Motoring videos, previews and other videos that are so sinominus with Japanese performance vehicles. This has branched into Touge.TV. Our Youtube channel search engine that allows viewers to search by footage type (Tsukuba, Touge etc) and brands (J's Racing, Fujitsubo etc). This is far easier way to find footage than using the Youtube "generic" search engine. TougeTV is currently under extensive development. Q: What are ♥ buttons? A: ♥ buttons allow customers to share the love Touge on forums, blogs, social networking sites and IM. Below are examples of Touge love buttons: You can view these buttons on the I ♥ Touge page as well as under the share tabs on listings.  Q: What are the benefits? A: By opening an account with Touge you can login to see previous orders, track shipping through Japan post, print invoices and it speeds up ordering when returning to shop with us. Q: Do I have to sign up for an account to order? A: Yes. It is a requirement to have a Touge account to shop with us. Q: I've got a promo code, how do I use it? A: Simple enter the code quoted without any "speech" 'marks' at the checkout. Your promotion code will then deduct the set amount of JPY currency or % from the order total. Q: How do I create an account? A: Simply click on the account link. Click the new account button and fill in the desired fields. Please see the tutorial on the right hand side of this page for a step by step visual guide. Q: Is it possible to edit my account information? A: Of course! Simply login to your account and edit the information you want changed. Q: What happens if I forget my password? A: Simply click on the account link and click on the lost password button. Then enter your account email address and a new password will be sent to you. Q: What Happens If I I want to close my account? A: This isn't a problem. Simply email us and we'll happily close your account.  Q: What shipping methods does Touge use? A: We use the following methods: EMS (International Express Mail Service - Air) Items are marked as priority by Japan Post. This means they are loaded on the next available plane from Japan to your country of residance. This is a fully trackable service with excellent shipping times. SAL (Economy Airmail) This ia a service where international mail is handled as surface mail both in Japan and the destination country. This means sorting at the destination is slower than EMS and the export procedure in Japan is slower. Items are still shipped via air but can only be loaded into the aircraft if there is room. On larger items this can take 2-3 days. However, SAL offers cheaper shipping over EMS and on most occasions, fairly quick delivery. Ocean Freight Please be prepared to wait 1-3 months depending on your location. However, prices are considerably cheaper than both EMS and SAL. Please only select ocean freight if you are happy to wait 1-3 months for your parts. TNT Air Freight Some items we sell are simply too large to ship using convential methods such as EMS or SAL. Items such as bumpers and other large aero parts CANNOT be shipped using the normal methods. Touge charge customers for this freight. TNT will then bill you when the item lands in your country to arrange payment of applicable taxes and clearance fees. Touge EU Container Customers in the EU can now benefit from a FREE freight service. Touge bill customers for the cost of the goods, applicables taxes, duty, clearance fees and shipment to the delivery address. This service is considerably cheaper than any other service. Under shipping tabs there is a countdown to the next Touge EU container cut off. We ship containers monthly. Q: Why dont you use FEDEX or DHL? A: These services can sometimes be up to 6 times higher than EMS or SAL. EMS is a fast and reliable service and offers similar delivery times to FEDEX or DHL for much cheaper prices. Q: What is the Touge Container? A: The Touge Container is a FREE service offered by Touge UK. Through bringing over a complete container we are able to offer volume based shipping which is far more cost effective than personal imports. This service costs 25% to cover: Dock Fees Clearance Fees Duty VAT Delivery to Touge UK Re-packaging of goods Shipment from Touge UK your final delivery address Q: Why is the Touge Container inclusive of tax and other options not? (For EU customers only) A: Touge Japan cannot charge EU VAT or any other VAT or Tax for that matter. Touge Japan invoice Touge UK for the goods which are then shipped to Touge UK via ocean freight. This is a huge cost saving over any air service or buying items from other EU companies. As the goods come through Touge UK, Touge UK have to pay all applicable duties and VAT. Goods are then invoiced by Touge UK, not Touge Japan. Other normal services such as EMS/SAL/TNT services are invoiced by Touge Japan so are applicable for taxation as importing any products outside the EU are. If you are still confused about the Touge Container. Feel free to email us. Q: How does the Touge shipping calculator work? A: There are over 100 shipping groups that Touge works from. Each item is given a shipping group tag to display the correct shipping calculator data. The prices are based on quotations from Japan post. We offer 4 services (where possible) ranging from fast Express delivery (EMS) to Ocean Freight (see above). Q: Why is shipping so expensive? A: The Touge shipping calculator took hundreds of hours to populate, test and configure. The first 1000 (depending on your location - more for International customers) is the base shipping level. If you order one radiator cap it will cost the base rate to ship. If you order 2, it will still only cost the base rate. It is not advisable to order just one radiator cap from Touge. It is more beneficial to order more items at once to save on shipping. Q: What are the major differences between shipping types? A: The main differences are cost and time. Below are graphical radar graphs to illustrate the differences.
Q: What countries do you ship to? A: Touge ships to over 240 countries worldwide. Please the maps below to see the available shipping methods and timescales to your country.
 Q: When does Touge dispatch? A: As soon as we receive payment (in full) and can confirm the order is authentic stock is prepared for dispatch. As we sell thousands of products our stock holdings are limited compared to our extensive offering. Stock is then ordered in from the manufacturer with a normal turnaround of 48-72 hours depending on their stock levels and shop opening times. Touge aims to dispatch your goods within 24 hours of receiving the product from the manufacturer. On some occasions the manufacturer has no stock of the item and the order is put into a backorder list. The manufacturer may not start production of the item you ordered until they receive at X orders for this item. Touge is not held responsible for delays in manufacturing caused by: - Production Minimum Order Quantity set by the manufacturer. - Delays caused by national holiday, summer shutdowns, race events or associated holidays Each item listed on Touge is tagged with an expected dispatch time from Touge. For items marked with longer lead times such as 6+ weeks. This means UP TO. In your case it may only take 6-7 days. It all depends on the manufacturer. If there is no stock of the item it can take up to x days for the manufacturer to prepare a product run, carry out quality control, package the item, ship it to Touge, and Touge to dispatch the item. Dispatch means it leaves Touge. Not delivered to the destination. Please see the Touge shipping map for estimated delivery times to your country. Dispatch from Touge takes up to 24 hours to: - Package the goods and make sure the product is well protected on its journey to you! - Invoice the goods and present all paperwork clearly on the package (to minimise customs inspection) - Book the shipment in for collection by Japan Post Q: How do I know once you've dispatched? A: We normally email you to notify you of the dispatch. Alternatively you can login to your account and see your order status. Once its marked as complete a tracking number will appear which is a clickable link to performing a tracking search on Japan Post website. Q: The tracking number link doesn't work! A: Japan Post may not update their database for 24 hours. If after 24 hours you are having issues, please contact us.  Q: Does the price shown include any VAT or any import tax? A: Touge is a Japanese registered company so therefore cannot charge tax for foreign countries. This is charged by your native tax authority. Please consider your native import regulations and rates. If you have a native agent please consult them for rough taxation costs. Touge is not held responsible for tax authorites outside of Japan. The only service that includes applicable taxes is the Touge EU Container which includes every tax, duty and clearance fee. This is only available to customers in the EU. Q: What Happens If I my order is held by customs? A: If your native Revenue and Customs officers feel the need to hold your consignment there is nothing Touge can do about this. We recommend checking your order status and clicking on the tracking number to perform an item track through the Japan Post website. If the status is "held" then this generally means your Revenue and Customs officers will write to you to find out more information about the consignment. Consignments being held generally means the invoice/packing list has been removed from the consignment. So Revenue and Customs officers: - Do not know the consignment contents - Do not know the consignment value Without this information they cannot accurately put a value on any duty/taxes payable. Keep in contact with us but please be patient while the paperwork goes through your Government system and you're goods get released. NOTE - if your Revenue and Custom officers require more information it is recommended to always be truthful about contents and valuations. Untruthful declarations can lead to goods being held longer and you being fined! In some rare cases goods have been confiscated.  Q: How can I make contact with you regarding my order? A: You sure can. Visit the contact page for a full list of contact details or use the Live Support system. Q: How can I contact my local agent? A: This can be done via the Agents page. Click on the pin in your country to display the agents details. If no agent is available please contact us. Q: How can I apply to be an agent? A: This can be done via the job pages. We are always looking for bright new sales agents!  Q: What Happens If I want to return a product? A: All items sold by Touge are under the agreement that there are no returns. Touge accept returns under the following conditions: - Touge have dispatched the wrong goods - Touge accept the the goods are faulty upon arrival and a replacement is required There are no exceptions to this rule. Q: What Happens If I want to cancel my order? A: All orders placed with Touge and under the agreement that any cancellation is subject to a 35% restocking fee. The only time this fee is not charged is if: - Touge agree to do so as a good will gesture - Your order has not arrived from the manufacturer yet and the manufacturer do not charge Touge a restocking fee This 35% fee is charged to cover the following costs: - Manufacturer restocking fee (varies depending on the manufacturer, usually 20-25%) - Movement costs in Japan getting the goods from manufacturer to Touge and then Touge to manufacturer - The % charged by the merchant (Paypal etc) for taking payment for the goods - General admin time associated with dealing with the order Q: What Happens If I receive the wrong order? A: Touge will then take back the goods. The easiest way to go about this is to contact Touge and we will arrange for the right order to be dispatched. A Touge agent will then re-sell the items you received in error. Q: How can I change an item on my order? A: Sure. As long as the order hasn't been dispatched! Simply inform us of what you want changed and we'll do our best to help! Q: Is it possible to track my order? A: You can track your orders by logging into your account to see all previous orders. There are a number of stages an order goes through, these are: Attempted to order: Your order has been unsuccessful, most probably because you closed the Touge window whilst ordering. If you wish for this order to be removed from your account simply email us the Order Number and we'll happily remove it. Awaiting clearing of payment: If you have paid by Echeque (paypal) or Bank Transfer we have to wait for these funds to clear before we can process your order. Missed our bank details? All payment details are shown at the bottom of this key. Items Ordered: We have placed an order with the manufacturer for these parts. Partially Shipped: Some of your items have arrived and have been shipped. Order Dispatched/Complete!: We have shipped your order. You should see a tracking in the end row of the table below. Click on this to perform tracking for this item. Please note: It sometimes takes upto 48 hours for tracking numbers to register with the Japanpost website. Cancelled: Either we have cancelled your order due to payment issues or you have requested we cancel your order. Please read our terms and conditions regarding cancellations before requesting to cancel. Order Dispatched/Complete!: Your order has been shipped. You will then see a tracking number associated with this order. Click on it to see: - Collecting Date/Time - Delivery into the Japanese sorting hub - Dispatch from the Japanese sorting hub - Dispatch from Japanese Export Customs/Transit to your destination - Arrival into your country - Presentation to Customs - Departure from your Customs - Delivery to your address All this is fully trackable online through Touge! Q: My order hasn't turned up yet A: Has your order been dispatched? Have you received your tracking number? If the answer is yes - have you tracked your order online? You can do this through your account. Depending on your destination and shipping method selected shipping can vary. In the rare event of a consignment going missing it needs to be determined who lost the parcel: Japan Post or your native courier. Touge will always assist in claims. Q: My order arrived but its missing something A: Don't worry. We shipped out what we could to minimise your wait for your order. The last bit(s) of your order will dispatch as soon as we receive them from the manufacturer. If you have any concerns please discuss with your agent or email us. Q: My order arrived but its missing components A: We are sorry about this. Please inform us what items are missing as soon as you can. We'll do our best to get them dispatched within 72 hours.  Q: |
