Customer Care & Company Information

Business Activities

• Japanese used vehicle sales
• Vehicle sourcing from auctions and suppliers
• Vehicle reservation and purchasing support
• Export documentation assistance
• RORO and container shipping coordination
• Customer communication and transaction support

Service Markets

Services may be offered to customers in multiple countries, subject to vehicle availability, shipping routes, payment requirements, export restrictions, and destination import laws.

Business Relationships

iCar Japan may work with auction houses, vehicle suppliers, yards, transporters, inspection companies, shipping lines, freight forwarders, banks, customs agents, and other service providers.

Company Representation

Only authorized staff, approved representatives, and official communication channels may issue binding quotations, payment instructions, purchase confirmations, or policy decisions.

Official Website

Customers should rely on information published through the official iCar Japan website and verified communication channels. Unofficial pages or impersonating accounts should be reported immediately.

Respectful Service

Customers should be treated professionally and without discrimination. We also expect respectful communication toward our staff, agents, suppliers, and service partners.

Clear Information

We aim to explain vehicle condition, price, payment requirements, shipping status, documents, and important limitations in a clear and understandable manner.

Accurate Records

We may retain quotations, invoices, payment records, messages, vehicle information, photos, shipping data, and complaint records to support transaction accuracy.

Timely Updates

We aim to provide updates when meaningful information becomes available. Some updates depend on auction houses, yards, carriers, customs authorities, banks, or other third parties.

Confidentiality

Personal and transaction information is handled according to our Privacy Policy and should only be shared where necessary for service delivery, compliance, or legal obligations.

Reasonable Assistance

We aim to assist with questions relating to vehicle purchase, payment, documentation, shipping, and export procedures within the scope of our service.

No Guaranteed Immediate Resolution

Some matters require investigation, third-party confirmation, document review, or management approval. We cannot guarantee immediate resolution in every case.

Customer Cooperation

Customers must provide accurate information, respond to requests, make payment on time, keep contact details updated, and submit supporting evidence where required.

Email Support

Email is the preferred channel for detailed requests, official documents, complaints, invoice questions, vehicle records, and issues requiring written evidence.

Website and CRM Support

Requests submitted through the official website, customer portal, CRM, quote form, or support form may be assigned to the relevant sales, accounts, logistics, or customer care team.

Messaging Support

WhatsApp, Facebook Messenger, or other messaging services may be used for quick communication. Important decisions should be confirmed in writing through an official channel.

Telephone Support

Where telephone support is available, calls may be followed by written confirmation to avoid misunderstanding regarding bids, payments, vehicle selection, consignee details, or shipping instructions.

Information to Include

• Customer name and registered email
• Invoice, reservation, or order number
• Vehicle chassis number
• Destination country and port
• Clear explanation of the request
• Photos, receipts, or supporting documents

Urgent Matters

Payment deadlines, vessel cut-off dates, document corrections, customs issues, and fraud concerns should be clearly marked as urgent and submitted with all available evidence.

Response Times

We aim to acknowledge normal inquiries within a reasonable business period. Complex investigations, third-party confirmations, holidays, and high-volume periods may require additional time.

Business Hours

Support is generally handled during iCar Japan’s published business hours in Japan. Messages received outside business hours may be reviewed on the next business day.

How to Submit a Complaint

Complaints should be sent in writing to info@icarjapan.com with the subject clearly identifying the invoice, vehicle, and nature of the complaint.

Supporting Evidence

Customers should provide photos, videos, inspection reports, payment receipts, shipping records, customs documents, and communication history where relevant.

Review Process

We may review internal records and contact suppliers, yards, transporters, shipping lines, banks, inspection companies, or local agents before reaching a decision.

Inspection After Delivery

Vehicle condition complaints should be reported promptly after collection and before repair, alteration, resale, dismantling, or extensive use where reasonably possible.

Possible Outcomes

Depending on the facts and applicable policy, outcomes may include clarification, document correction, service assistance, partial adjustment, account credit, refund, or denial of the claim.

Matters Outside Our Control

Claims caused solely by customs authorities, destination agents, shipping carriers, weather, port delay, local law, buyer error, or third-party services may need to be handled with the responsible party.

Escalation

If the initial response does not resolve the issue, the customer may request management review and explain which facts or documents require reconsideration.

Abusive or Fraudulent Claims

We may restrict service where communications are abusive, threatening, fraudulent, repetitive without new evidence, or intended to misuse payment, chargeback, or complaint systems.