Frequently asked questions.
Business hours. We are open five days a week Sunday – Thursday. We are closed on Fridays (which play the same role in the UAE as Sundays in the West) and Saturdays. Our business hours are from 9 am to 5 pm local time (UTC +4). Please consider our operational hours and 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, that does not mean at all 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, affiliate 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 excess is 30%.
If the spare part costs 3-10 dollars, then the maximum price excess - 15%.
If the spare part costs 10-50 dollars, then the maximum price excess is 10%.
If the spare part costs more than 50 dollars, the maximum price excess 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 would still supply it to you. But if the dealer increased 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 excess is valid only when exactly the ordered 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" has been automatically cancelled by system,It mean items was not available with selected Dealer, you can place an order again, with any another dealer on website. Amount from items with same statuses available on your account and you are able to use it for orders, or future delivery charge.
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 excess 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 damaging of spare parts during delivery. Although we thoroughly check the spare parts on all stages (receiving, sorting, packing, etc.), we cannot be responsible for possible damage of the spare parts after sending them to the transportation company. On our practice damaging of spare parts happens very rarely, however it's necessary to understand, that 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 additional insurance of the goods against possible loss or damage in the transportation company.
How is the payment for delivery of oversized (bulky) cargo calculated? Let's start with definitions. Volumetric weight - is a value that reflects density of cargo. Volumetric weight of cargo is calculated as follows:
length (cm) * width (cm) x height (cm) / 5000 = volumetric weight (kg).
Let's look at a simplistic 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 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 volumetric weight exceeds physical weight, the cost of delivery is determined taking into account the volumetric weight.
Depending on the destination country, the volumetric weight is calculated differently.
At what time it is better to send orders?Please note the time in 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 work on your order to be started as early as possible, please try to send your orders in the time specified above. Otherwise, your order may only be sent to our dealers in a few hours or 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.
Cancellation request. You can send a request to cancel the supply of a part right from our website.
We can ask dealers to cancel an items with statuses "Order Adopted" and "In Work" only, on "My Orders" page. Positions with any other statuses cannot be cancelled at all. 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 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).
If you’re still not sure about something or would like to ask us more questions, please send us an email to [email protected]