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Q: |
It has been awhile since I ordered, what is going on? |
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A: |
Your
order might be delayed for a few reasons. Most likely is due to a
back-order of one of the products you ordered. If you have any
questions please feel free to contact our customer service department. |
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Q: |
I do not see what I want online, can you guys special order it? |
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A: |
If you do not see something on our website, we will specially
order it for you if possible. Please contact our sales department and someone there
will be able to assist you. |
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Q: |
I want to do a group buy, can I get a discount? |
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A: |
Yes,
to set up a group by, you must first contact our sales department and
get details of the group buy. We will provide you in detail of the
prices and what you need to do. |
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Q: |
Can I pick up my order? |
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A: |
Unless
specified or special agreements were made, all orders are shipped by
courier directly to the customerˇ¦s delivery address. Please note that
PO BOX address is not accepted as a delivery address. |
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Q: |
Can I mix-n-match a kit? |
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A: |
Yes,
you can mix-match a kit and still receive a full kit discount. For a
price quote on a mix-match kit, please contact our sales department or
you can simply mix and match your kit online and receive a discount. |
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Q: |
What kind of Fiberglass do you guys use? |
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A: |
All
our products are made with the highest quality standards: Strong,
durable, smooth surface, and great fitment. If you want, some kits have
upgrades available also. Please ask your sales reps for details. |
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Q: |
The product I got does not look exactly like the way I see it in the pictures? |
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A: |
The
cars we use in our ads are all custom show cars. Due to the variety of
custom modifications done to them, the results may differ from the
pictures. As always, pictures are for illustration purposes only.
Generally speaking, the core styles will be the same. |
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Q: |
Do your products come with warranty? |
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A: |
All
products come with a limited manufacture warranty. The warranty does
not cover shipping damages and customer satisfaction. Shipping charges
are non refundable. Please refer to the Terms and Conditions. |
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Q: |
Do the side skirts/fenders come as a pair? |
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A: |
Yes, all side skirts and fenders come as a pair, only.
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Q: |
Are these products street legal? |
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A: |
Most
of the products we provide are for off-road use only. Please check with
your local police department for laws governing your area. |
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Q: |
Do your kits come painted? |
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A: |
No,
our kits do not come painted. Since the possibility of different shades
of each color, it is almost impossible for us to color match your car,
when your car is not sitting in front of us. Thus we recommend you take
it to a professional body shop to have the kits prepped, primed, and
painted. |
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Q: |
I emailed you yesterday, why have I not received a response? |
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A: |
Due
to large amount of emails we receive each day, we might not be able to
respond immediately. We treat all our customers the same, so we must
answer our emails as they come. Please allow us at least 48 hours to
reply to all emails.
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Q: |
I want to set up a wholesale account, what should I do? |
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A: |
Please kindly contact with our wholesale department by email at info@motorkitz.com for more instructions.
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Q: |
Why canˇ¦t I get my shipping charges back? |
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A: |
All shipping charges are paid to the shipping company, thus we do not return or refund any shipping charges that has been used.
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Q: |
Do you provide COD? |
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A: |
No, all purchases are made on a pre-paid basis. Orders must be paid in full before they get processed.
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Q: |
The driver is at my door step, what should I do? |
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A: |
Check
the package and its contents for any major damages. If the products are
all there, please sign the bill of lading. If any damages or problems are found
, please make note of it before signing. If you have any questions or problems,
please contact us. |
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Q: |
Are your products insured during shipping? |
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A: |
Shipping
insurance is extra and optional. It is not included in the freight
charge. To ensure the products are fully covered when being transited,
Motorkitz Team strongly recommends all customers to have shipping
insurance purchased. Failure to have the shipping insurance purchased
will come to the responsibility of customers for all damaged shipments. |
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Q: |
How long is shipping? |
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A: |
Actual
shipping time from our warehouse to any destination in the Australia is
approximately 3-10 business days. The total shipping time can vary
according to the availability of the products ordered. |
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Q: |
I received part of my order where is the rest? |
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A: |
Due
to the possibilities of back order, some orders will be fulfilled as
the products come into our warehouse. In such cases we will send what
we have first and send the rest later. |
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Q: |
I got my order and I signed for the product, but now I noticed there damages to it, can I return it? |
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A: |
If
at the time you received the products no signs of damages were noted
down on the delivery bill, the products cannot be returned. Once the
package is received and signed as clear by you, our insurance with the
shipping company is voided. You can however, make a claim with the
shipping company directly. This does not mean that you will not get
your claim, only that Motorkitz Team will no longer be responsible for
your claim. |
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Q: |
Do you guarantee fitment? |
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A: |
Due
to the nature of fiberglass, we do not guarantee fitment. All our
products are made to the closest OEM standards possible, but since they
are all hand made, minor difference can occur. Also with the vast
possibilities of why products do not fit perfectly, such as accidents,
heat, poor installation, etc, it is very difficult to guarantee perfect
fitment. . |
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Q: |
Can you install the products for me? |
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A: |
Motorkitz
Team is strictly a distribution facility. We do not do any kind of body
work or customization at our active site. However, you may contact us
and we can help you through your installation. |
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Q: |
Why does my kit not fit perfectly? |
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A: |
Due
to the nature of fiberglass, we cannot guarantee fitment. All our
products are made to the closest OEM standards possible, but since they
are all hand made minor difference can occur. Also with the vast
possibilities of why products do not fit perfectly, such as accidents,
heat, poor installation, etc, it is very difficult to guarantee perfect
fitment. |
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Q: |
Do I need to remove the reinforcement bar? |
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A: |
The
removal of the reinforcement bar may be necessary for the fitment of
our aftermarket products. In some instances the reinforcement bar may
only need to be trimmed down for fitment of our products. |
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Q: |
Do your kits come with hardware and instructions? |
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A: |
Some
of our more common kits come with instructions and hardware. However,
we still recommend having a qualified professional body shop with
experience in these products to perform installation. |
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Q: |
Is it hard to install these products? |
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A: |
For
an experience body man, it is very simple to install our products. This
is not always the case for body shops that have no experience in
installing after market body kits. Even though you might feel you have
the experience and knowledge to install it yourself, we do not
recommend for any of our customers to install the products themselves.
Please be advised that our recommendation is to take it to a
professional. If the body shop is going to charge you anything over
$1,200 to paint and install, you are probably better off finding another
source. |
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Q: |
What kind of body shop should I have this kit installed by? |
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A: |
When
looking for a body shop to install your kit, look for one with
experience in doing such installations. A body shop with 30 years
experience in doing collision work but no experience in aftermarket
body kits is not recommended. It would be better to take the kit to a
body shop with just 2 years in business but specialize in installing
aftermarket body kits. |
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Q: |
What forms of payment do you accept? |
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A: |
We accept money orders, cashiers checks, personal and company checks, and cash.
< Direct deposit >
Bank: ANZ
Account name: Motorkitz Team
BSB: 013257
Account number: 494255854
< Money order/Bank Cheque >
Payable: Motorkitz Team
Postal address: PO BOX 8167 Monash University Post Office, Wellington Road, Clayton, VIC 3800
< Paypal >
Payment email address: paypal@motorkitz.com
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Q: |
How to complete the Claim form? |
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A: |
Have on hand all your necessary documentations related to your order
- Prepare as much supporting documentations as possible including photo or/and video illustrations for the product in question
- Make sure you complete all applicable blanks on the form
- Use the checklist on this page before you lodge your claim
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Q: |
How to define if my product is eligible to apply for a claim? |
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A: |
Please note that your claim will not be eligible to be processed under the following situations:
- Product in question has been spray painted or colored
- Works were done on the product in question which made significantly different from the original conditions
- Product in question fitting on vehicles which have been damaged or involved in a collision
- Product in question fitting on vehicles which have been custom modified
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Q: |
What sort of supporting documentations are required and may help the claim? |
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A: |
In general, supporting documentations in the form of photo or video
illustrations are sufficient for a claim. In some cases, if the
illustrations are found not definite to show the fault product in
question. You maybe required supplying a supporting condition report
from a qualified panel beater for clarification. |
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Q: |
Can I submit the supporting documentations in digital format? |
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A: |
Supporting documentations can be submitted in digital format. Please
specify clearly in writing under the ˇ§Supporting Documentationˇ¨ section
if so. We may also require a hardcopy format for clarification in some
cases. |
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Q: |
What is the valid period to submit a claim? |
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A: |
The claim must be submitted within 14 days after receipt of the product
in question. Motorkitz Team reserves the rights to deny or delay the
claim otherwise. |
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Q: |
For all successful claims, are shipping charges refundable? |
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A: |
For all successful claims, shipping charges are not refundable.
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Q: |
How long will it take to have my claim processed? |
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A: |
Normally, it will take 3~6 business days for us to investigate and get back to you the result.
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Misc > FAQ