Common Questions (FAQs)
Business hours. We are open five days a week Monday – Friday. We are closed on Saturdays and Sundays. Our business hours are from 9 am to 5 pm local time (UTC +4). Please consider our operational hours and the time zone difference.
What if I can’t find a spare part in the price list?
Even if a specific spare part cannot be found in our price list, it does not mean that we cannot supply it. This is even more true if you are looking for some parts for a new vehicle: the dealers might have started to ship those parts for new models, but have not yet updated their price lists.
Automated discount system.
The prices and discounts will be automatically calculated for you based on your average monthly purchases, with following recalculations every 90 days. The average monthly amount of purchases is calculated by the invoices for the last 90 days and does not include packaging and delivery expenses.
Notification of payment.
All information about payments and financial matters should be sent to the e-mail address [email protected] It is important to specify the following information:
1. Your client code (better to specify it in the subject line)
2. Payment date
3. Payment type (transfer to a debit card, PayPal, bank transfer to our US dollar bank account, non-cash payment, affiliated company transfer)
4. Transfer amount / Currency
5. Name of the company from which the payment was made
What if I placed the order when the spare part cost USD30, but after that there was a price increase?
We understand that if the spare part has slightly increased in price from the moment you ordered it, then it is better to supply it, in spite of a slight increase of the price. And at the same time, if the spare part has significantly increased in price, then we will not cause you any inconvenience supplying it at a high price. If the spare part costs less than USD1, then we deliver it in any case (i.e., it is better to supply the nut for 60 cents instead of 40, than not to supply it at all). To make the decision whether to supply a spare part to the client when the dealer increases its price, we use the following grid:
If the spare part costs 1-3 dollars, the maximum price increase is 30%.
If the spare part costs 3-10 dollars, then the maximum price increase is 15%.
If the spare part costs 10-50 dollars, then the maximum price increase is 10%.
If the spare part costs more than 50 dollars, the maximum price increase is 5%.
Thus, if at the time of the order the spare part price was USD30, and the next day the dealer increased the price up to USD32, we will still supply it to you. But if the dealer increases the price up to 34 dollars - we will not supply it to you.
It is worth noting that the above grid of the maximum price increase is valid only when the exact ordered part number is supplied, not a substitution. In practice, the dealer can supply a substitution (if the ordered number is not currently in stock), the cost of which in some cases can exceed the price of the original number.
Items with statuses "Not Available" on "My Orders" page.
Items with statuses "Not Available" or "Price Changed" have been automatically cancelled by the system, it means the item was not available with the selected dealer, you can place an order again, with any other dealer on the website. Amount from items with the same statuses available on your account and you are able to use it for orders, or future delivery charges.
What does the «Price Changed» status mean when viewing the order status?
The «Price Changed» status may mean the following:
1.You have limited the price, but the spare part can be supplied only from another supplier at a higher price. In this case, you can reorder the spare part not limiting the price.
2.The ordered spare part was out of stock and the substitution price was higher (see maximum allowed price increase grid in the FAQ), therefore we decided not to supply the substitution at a higher price.
3.The spare part price has increased after you placed an order. In this case you can simply reorder the spare part at the new price.
Responsibility for the damaging of spare parts during delivery.
Although we thoroughly check the spare parts at all stages (receiving, sorting, packing, etc.), we cannot be responsible for the possible damage of the spare parts after sending them to the transportation company. In our practice spare parts are damaged very rarely, however it's necessary to understand - that the delivering of spare parts such as windshield glasses, moldings (longer than 1 meter), long rear lamps and other volumetric plastic spare parts is bound to the higher risk of damaging during delivery to the destination country. Nevertheless, on your request we can request the additional insurance of the goods against possible loss or damage in the transportation company.
How is the payment for the delivery of oversized (bulky) cargo calculated?
Let's start with definitions. Volumetric weight is a value that reflects the density of cargo. The volumetric weight of cargo is calculated as follows:
length (cm) * width (cm) x height (cm) / 5000 = volumetric weight (kg).
Let's look at a simple example for clarity: you need to send a box weighing 5 kg with dimensions 40cm x 50cm x 60cm. If you imagine a box of such a size and weight, then it will appear to you big enough, and at the same time, very light for its size. However, if we calculate its volumetric weight (40 * 50 * 60 / 5000), we’ll get 24 kg, and the cost of delivery will be calculated according to this value. That is, in case if the volumetric weight exceeds the physical weight, the cost of delivery is determined based on the volumetric weight.
Depending on the destination country, the volumetric weight is calculated differently.
At what time is it better to send orders?
Please note the time at which we send most orders to our dealers: from 9:00 to 10:00 in the morning, from 12:00 to 13:00 in the afternoon, and from 16:00 to 17:00. If you want the processing of your order to be started as early as possible, please try to send your orders at the time specified above. Otherwise, your order may only be sent to our dealers in a few hours or on the next day (for example, if you send an order at 18:00 in the evening, it may be the next day before the dealer accepts the order).
We also remind you that we have a standard UAE time - UTC+4 without using a daylight saving time.
You can send a request to cancel the supply of a part right from our website.
We can ask dealers to cancel items with statuses "Order Accepted" and "In Progress" only, on "My Orders" page. Positions with any other statuses cannot be cancelled. It is important to understand that the request does not give you a 100% guarantee that delivery will be cancelled, because some dealers do not accept cancellation requests or accept them only in rare cases, or with a penalty.
Request for availability and price quote.
We do not work on the “Request-Order” principle, since availability in the dealers’ stocks changes on a daily basis. However, in the Price-Online section of the website for some dealers you can access information on availability in the dealer’s stock. Besides, in order to predict availability (if it is unknown), we show statistics on the supply of each spare part in the Price–Online section.
Substitutions supply and the ONLY THIS NUMBER constraint.
If the dealer doesn’t have the ordered number in stock and a substitution number is found in the Price-online when searching for the original number, then the dealer can supply the substitution. The price of the substitution in some cases may be higher than the price of the ordered number. Unfortunately, this is the specificity of work with dealers in the UAE, Oman and other Gulf States - dealers can simply supply the more expensive substitution, and in most cases, it is difficult or impossible to make a return.
Specificity of ordering aftermarket parts.
When ordering aftermarket parts one number can correspond to the parts from different manufacturers. For instance, if you order the bearing PU159026RR1HY6, then a bearing from KOYO can be supplied, as well as a bearing from NSK. If, for example, you want a bearing only from KOYO to be supplied, you should specify the ONLY KOYO constraint for that order line (and specify DUBL or KOYO as a manufacturer).
General conditions (Important to know and consider when placing orders).
The customer takes full responsibility for ordering items and the choice of substitutes. All the information provided on original and alternative spare parts on this webpage is for customer reference only. Compatibility is not guaranteed by ssg.asia.
Ssg.asia reserves the right to provide the customer with the OEM substitute part number in case the latter orders a discontinued part. No refund will be made if the price of the substitute is lower.
We do not guarantee the availability of all the ordered parts in stock. Your order may be cancelled or partially shipped. Available and purchased positions will be supplied and can not be canceled.
For items not available, you may request a refund - the amount of the purchased item and the shipping charge, if applicable.
The customer takes full responsibility for any import tax in the country of destination, if applicable.
Please note that oils, special fluids, batteries and airbags are not accepted for air transportation.
There is an additional fee for packaging of windshields and rear glasses in the amount of USD 60 per each.