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!
Searching Touge
How can I find products easily?
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
Can I search by a keyword?
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.
Chassis Codes and Information
Why does Touge use chassis codes to identify fitment?
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.
How can I be sure of my vehicles chassis type?
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.
Currency and Financial
What payment methods does Touge support?
We accept VISA, Mastercard, American Express, Discover through Paypal.
Bank transfer is also an option as is good old fashioned cheque. Contact us for more information regarding transfers and cheques.
Does Touge offer credit?
Finance companies offer such high rates of interest it is cheaper in the long run to obtain credit through a bank using a credit card of other finance solution.
I have a question about my charges
Any payment/charges related questions should be emailed to us. We aim to reply to all emails regarding charges within 6 hours.
When will my credit appear on my statement?
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.
When will my card be charged?
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.
I've lost my invoice, can I have another?
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.
Are there any surcharges for paying with Paypal or Cards?
All prices are shown on the site are the prices we charge (shipping is shown at the checkout stage). Unlike other companies we do not charge you a
penalty for giving us money :)
What happens if it's cheaper elsewhere?
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?
- Does the price you see inc VAT?
- How fast can this company supply you?*
- Does this company have multiple offices, 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.
Brand Information and Pricing
What is brand information?
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 Youtube 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.
Are all of these items in stock?
Touge carries considerable stock in Japan but selling over 27,000 products (and rising!) it is simply impossible to remain competitively priced and stock over a
2,000,000 worth of stock. Warehousing costs, insurance and staff levels would be too high. Touge would have priced itself out of the market.
Can I rate products?
Touge is proud to offer a product rating system that allows customers to quickly rate products. This system plugs directly into Facebook.
How are brand ratings calculated?
The brand rating system is a system to enable customers to make a more educated decision to purchase an item.
The following areas of a brand are scored:
- Brand Quality: The overall quality of products supplied by the brand
- Stock: How the brand has performed with delivery to Touge
- Rarity: How rare the products are supplied by the brand
For an item listed as 4-6 week dispatch time and a rating of 1/5 for stock you know the wait is going to be long!
Should I be concerned buying from a low scoring brand?
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.
Shipping, Dispatch and Invoicing
How do you work out shipping prices?
Each product is tagged with its volumetric weight. From this we can work out shipping to every Postcode area in Australia.
What are the differences between Air and Sea shipping?
The following types of products are not available to ship to Touge Australia by air:
- Bumpers, Bonnets and other large aero
- Wheels
- Products containing grease, compressed air or oil
This means they carry a longer lead time than items available via Air. If you wish to be quoted on air shipping to reduce lead times please email us.
What countries do you ship to?
Touge Australia ships anywhere within Australia.
When does Touge dispatch?
As soon as we receive payment (in full) and can confirm the order is authentic stock is prepared for dispatch to Touge Australia from Touge Japan.
Touge ships 2 air freights a month from Japan to Australia and one sea shipment a month.
Some items take longer than others to arrive from suppliers in Japan. Your items will be shipped over in the next shipment.
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 60 days. This means UP TO. In your case it may only take 45 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 Japan, and Touge Japan to dispatch the item.
Dispatch from Touge Australia 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
- Book the shipment in for collection by DHL
How do I know once you've dispatched?
Login to your account and see your order status. It will show as complete.
Media, Maps and Social Networking
What is the Touge Tuner Map
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!
How can I share products online?
Found a product you want to share on Facebook, Twitter, Digg or Stumbleupon? Simply click on the links displayed on the product listings page.
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.
There is also a share button at the bottom of every page on the left hand side.
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.
My Touge Account
What are the benefits of opening an account?
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.
Do I have to sign up for an account to order?
Yes. It is a requirement to have a Touge account to shop with us.
I've got a promo code, how do I use it?
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.
How do I create an account?
Simply click on the account link. Click the new account button and fill in the desired fields. It's a very simple process.
Is it possible to edit my account information?
Of course! Simply login to your account and edit the information you want changed.
What happens if I forget my password?
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.
What Happens If I I want to close my account?
This isn't a problem. Simply email us and we'll happily close your account.
Domestic and International Tax
Does the price shown include any GST, tax or any import duty?
No. We import all of the products from Touge Japan, clear them through Australian customs, pay the duty and GST and then ship them out from our NSW address.
The price shown on the Touge AU website includes the duty (5%). The cost of shipping from Japan to Australia, GST and domestic shipping is calculated at the checkout stage.
Can you not mark down the invoice value so i avoid tax?
This is a question that gets asked at least once a day. The law in Japan is clear on helping importers avoid native tax. The law is also crystal clear in every country worldwide.
In Australia the goods can get ceased, destroyed and the importer fined.
It seems to be common place in this industry now to avoid the tax in order to get a better price. The Japanese authorities have stepped up their procedures now for tracking financials on exported goods.
So please, do not ask us to help you avoid tax. You won't like the reply!
About my Order/Order Tracking
I've changed my mind, I want to cancel..
By ordering and accepting our terms you have entered into a legal contract between yourselves and Touge Distribution Australia. We are unable to accept
any cancellations for any parts. EVERY item we sell is considered "special order". Many of the parts we sell are made to order and once we enter into a contract with the supplier we are unable to cancel our order.
Touge cannot afford to take the unwanted stock as this limits our financial strength to enable us to continue operating as an efficient sourcing company.
I've been waiting 3 months now, I want to cancel..
Touge lists lead times and brand information for each product we sell. We strongly advise checking these lead times and brand information prior to purchase. We will not accept any
attempts to cancel either with communication or through PayPal or other merchants.
Our terms of sale are based on our terms of purchase with manufacturers. Any customer buying direct from manufacturers would be subseptable to the same terms and conditions as we are.
We take the headache out of ordering from Japanese companies and combined with our buying power we are able to offer more competitive pricing.
How comes it has taken so long to source the parts?
Many of the parts we supply are available off the shelf and will be dispatched within 72 hours of order. However, it is impossible to us to buy in
all the parts we sell. The financial commitment would be too high and some of the items we list we may only sell 1 of per year!
What makes the products we sell so special is the workmanship, passion and spirit that has gone into the design, quality and manufacturing process.
There is a huge cultural difference between the Japanese (huge patience, it arrives when it arrives) and the rest of the western world. Each time we get customers complaining about a manufacturer
taking too long we cannot pass any of that on to the manufacturer. We receive the same information back "shortly, shortly". :)
Again, we always request customers check lead times before ordering and check the brand rating for stock.
Wholesale
Do you provide wholesale pricing?
Touge offers wholesale discount. Terms for wholesale are:
- First order has to be more than $3000.00 (excluding shipping)
- Any wholesale order after the first must exceed $100.00 (excluding shipping)
Are there are any terms to purchasing?
Yes, apart from the above purchasing criteria the following terms apply:
- Orders must ship complete (no part shipping)
- Part shipping is available upon request but additional charges apply
- Wholesale customers must be operating from a commercial address
- Wholesale customers must be a registered business (proof required)
- Wholesale customers must pay via BACS/TT or Paypal with a 5% surchage being applied
|
|
