Frequently Asked Questions

This page is dedicated to the most frequently asked questions (FAQ) that our customers have posed to us pretty much on a daily basis.

1. Q: Is your site secure?
   A:Yes! Of-course it is. Our checkout procedure is 100% encrypted and secure. Keeping your sensitive and private information private is a top priority here at Motorcycle Parts and Gear. Just look for the locked icon at the bottom of your browser when you are checking out to see for yourself.
2. Q: (International orders only), Can you ship to my country, how long will it take, and what carrier do you use?
   A: YES! We ship worldwide every day. This is what we do and why we are here. We can ship to your country no matter where you are and the average international delivery time is 10-14 business days. Our primary shipper is DHL Express.
3. Q: I'm from another country and this is my first time ordering and I am worried about the whole process and shipping cost to ship it internationally, should I just place a very small order just to test things out and see how it goes?
   A: (This is a very simple concept, but not easy to explain...) No!, even though this may seem perfectly logical, this is the worst thing you could do. Firstly, we do this every day and we are professionals. We know exactly what we are doing. But specifically, not only would an order like that not meet our international minimum order policy, it would falsely make your worry come exactly true. If you ship an order for 1 small $10 part internationally you just made that $10 part cost $35 to $75, depending on location, because all of the shipping cost is being spent to ship just that one small part by itself. All international shipments start at a certain amount just to ship them, even if the shipment is an empty box of air. Something in the range of $25 to $65 depending on the location. However, the cost of that same box only goes up a small amount compared to the base price as you add items and weight to it. So, if you were to order that same small $10 part as part of a 20 item order, then the shipping cost per pound of weight in the box is incredibly lower than the box with just one part in it, thus making the shipping cost of your whole order very reasonable. Additionally, shipping cost is spread out over all the items on the order rather than just one single item so you are not paying for all that shipping cost to just ship one item. So, in the end the final cost of that same $10 part is only about $13 if you order it together with 20 other items because you can spread the shipping cost out over every item in your order. This makes the value of ordering through us much more valuable the more you order in each shipment. This is exactly why we have an international minimum order policy to protect you from making a mistake like this.
4. Q: (Domestic orders only), When will I have my order? How long do orders take to arrive? Do you offer rushed shipping such as overnight service?
   A: The average std. delivery time is 4-5 business days. However, as our product lines are quite immense and we ship from many different warehouses in Australia and USA we have a large shipping time window. Orders can be delivered as quickly as 2 days and sometimes need as much as 10 business days for delivery. Yes, in addition to std. ground service we offer overnight, 2nd day, & 3rd day shipping services. If you need rushed service you MUST put your shipping request in the notes section of your order form when ordering AND contact us by phone after submitting your order to verify.
5. Q: How much will it cost to ship my order?
   A: Our shopping cart will automatically tell you the shipping charges for continental domestic orders*. For international orders, the exact amount will be known once the order is all packed up and weighed in for shipping on the final processing day after all consolidation is finished and the order is ready to ship. It is impossible to know the exact amount of the shipping to you until that final point. Once we know the exact size, weight, and destination of your shipment, we can enter that info in for your area and we will then know the exact shipping amount for your shipment. Your final amount is billed to you at that time.
   * For some oversized and heavy items the shopping cart cannot correctly calculate the shipping charges and we have to adjust them after your order is placed to the correct amount. This is stated in our policies. Please be sure to read our policies.
6. Q: Do you ship to PO boxes?
   A: Our primary std. shipper is DHL. DHL cannot ship to PO boxes, but if needed, we can ship to your PO box. However, this is not preferred, and not efficient. Shipping to PO boxes is way more time consuming and will cost you more in shipping costs. Please supply a physical shipping address when at all possible.
7. Q: How do I place an order?
   A: Ordering is done primarily through our catalog and shopping cart system. Just follow the on-screen instructions and you will have no problems. Here is a quick overview for you.
   Once you choose the items you want from our catalogs you enter in their part numbers into the box at the bottom of the page to click the button & verify the price. Once you verify the price on the verification page that pops up on your screen, you simply click the button next to the exact item you want to add it to your shopping cart. You can continue shopping adding as many items as you want. Then when you are finished shopping, just click on the checkout button and follow the instructions to enter in your address and payment information into our SECURE server. It is as simple as that. Your order is on the way. Please include any unique shipping instructions that you may require into the notes section of the shopping cart. You can also e-mail and call us anytime you would like to place an order or ask questions.
8. Q: Is your pricing in AUD dollars (and/or) what is the price in my currency?
   A: All product pricing is showing on our site in AUD dollars and we offer free international currency calculators for your convenience on our main section pages if you need them.
9. Q: What are your phone or local store hours?
   A: We are here 8.30 AM to 6 PM GMT +9.30hrs time Mon. - Sat. Our website and ordering capabilities are never closed. They are available to you 24/7.
10. Q: How do I return something?
    A: First, you would contact us by email to pre-authorize your return & acquire your return authorization number. Then, pack it up and ship it back to us, making sure your return is in its original packaging and double packaged in a shipping box with the RA # boldly on the outside of the box. Do not ship product in the product box only. Also, please make sure you include inside the box a brief note with your ORDER name & address explaining your return & including your RA #. Once your return is received, it will be processed and either a store credit will be noted on your account for your exchange or future use, or your item will be refunded according to our return policy. Let us know which option you prefer. Please do not delay as return authorizations are only good for 15 days.
11. Q: What is your return address?
    A: Motorcycle Parts and Gear, Shop 1, 7 Gawler St, Nuriootpa, SA, 5355 Australia . Please do NOT just send back items on your own as they will not be accepted. You must first contact us by email to pre-arrange any returns as explained in Q-10.
12. Q: Why are there two charges for my international order on my credit card?
    A: For international orders we will bill a deposit as soon as we receive your order from you to verify your credit card and begin the consolidation process. Then once the consolidation is all finished and the exact freight charges are known, we will bill your card for the final remaining balance of your order the day that it ships to you. In addition to this, many times we will contact you shortly after billing your initial deposit and ask you to verify the exact amount that we billed you as the deposit on your order. This way we are verifying your identity and that you are indeed the true credit card holder and the card is not stolen.
13. Q: Why is my OEM order delayed?
    A: (This only applies to OEM items, nothing else) Sometimes, the OEM suppliers (Yam, Kaw, Hon, Suz, KTM) have items that are on "Back Order". This means that they do not have the item on the shelf at that time and ready to ship. This is normal operating procedure for the OEMs. When this happens it is TOTALLY BEYOND OUR CONTROL. Usually, this kind of delay is only a few days, but can be longer. We keep track of OEM back orders every day, but there is nothing that we can do to make them arrive any faster. If you have an order that is delayed by an OEM back order try to be patient. We are doing everything we can to rush the OEM and will have your order to you as fast as possible.
14. Q: How do I pay by Paypal?
    A: If you want to order by Paypal please complete your order through our site as normal and choose the Paypal choice from the drop down payment box. Then put a note in the notes section at the bottom of the form requesting your payment method. We will then verify the order, give it an invoice number, and return an email to you with full confirmation and instructions on how to finish up with your payment.
15. Q: How do I see the price of he items I want to buy?
    A: Simple, just read the instructions at the bottom of every catalog page that instruct you to enter the part number into the verification box and then to click he verification button. If you do that, all of the product information will pop right up on the screen for you. Then, you simply click the "add to cart" button next to items that you want. Due to how some part numbers are partially listed and the fact that part numbers among different manufacturers can be duplicated, you may have many items pop up on your screen at once when you click the "verify" button. When this happens, you simply look down the list and choose the exact items that you want to add to your shopping cart by clicking the "add to cart" button. This is the reason for the part verification window, to deal with different manufacturers duplicate part numbers.
16. Q: I don't see the items I want on your site, but I have the manufacturer part number, can I order it from your site?
    A: Yes, you can. Our database of products is quite simply huge. We can supply almost anything, and we already have almost all manufacturers' part numbers in our database. So, give it a shot and try entering in the manufacturer's part number that you got directly from their website exactly as you got it with all dashes and characters. It just may come up for you and you can then order it up simply by clicking the "add to cart button".
17. Q: I don't see the item I want on your site, do you have it, and how can I order it?
    A: There isn't much in this industry that we cannot supply. So, if the manufacturer part number does not come up for you as noted above in Q-17, just drop us an email and ask us about it. Or, we have built in a manual entry feature into our shopping cart so if you already have the product information directly from the manufacturer, or if we have sent it to you already by email, you can go directly to our shopping cart and manually enter in the product information and price and add the items to your shopping cart to order it up. This is a really cool and flexible feature of our shopping cart.
18. Q: What if the items I order don't fit me? What are your return policies?
    A: Not a problem, our return policies are very liberal. Please see our policy section for detailed answers and instructions on this subject.
19. Q: Can you send me a printed catalog or free stickers?
    A: No, I'm sorry, neither. Our website is our catalog and we do not send out orders of only free stickers. As this industry is so dynamic catalogs are outdated too quickly. You can see and order up anything you want right here from our website.
20. Q: How do I find what I want on your site?
    A: Our site is organized for viewing just like a catalog. We utilize a Table of Contents system. Items are organized on our site in two ways. One is through a Brand Name Guide, where you look for items by the name of the manufacturer and the other is through our Product Catalog Guide, where you look for items through product categories rather than the manufacturer name. It is very easy to find items on our website.
21. Q: Do you have a minimum order policy?
    A: Yes, our domestic minimum is $25 and international is $50. Those are product value minimum amounts only, not including freight charges.
22. Q: Can I cancel my order?
    A: No, I'm sorry you cannot cancel an order once you have committed to it by placing it on-line or over the phone. We are not trying to be difficult in doing this. The simple fact is that we don't sit on orders after receiving them. We begin processing all orders immediately upon receiving them and canceling them is simply a physical impossibility. If you aren't sure that you want to place your order then you should not place it. It is as simple as that.
23. Q: I know it is after 30 days, but I just opened my package today and I don't like it. Can I still return it?
    A: No, we are sorry you cannot for any reason return something after the 30 days has past. It is your responsibility to open and inspect every item in your order immediately upon receiving it for any problems, damage, defects, or personal likes and dislikes. We cannot accept any returns that are past 30 days.