Help Center & Frequently Asked Questions

You can choose a ready-stock vehicle or ask iCar Japan to source a vehicle from a Japanese auction. Review the available vehicle information and quotation, confirm your order, complete the required payment, and follow the export and shipping instructions provided by the team.

Yes. The purchase can be managed remotely. Customers can review photos, vehicle details, auction information, quotations, invoices, payment instructions, shipping updates, and export documents online or through verified communication channels.

Ready stock is already available for sale and may be reserved directly. An auction purchase requires you to approve a maximum bid before the auction. If the bid is successful, the purchase is normally final and the vehicle must be paid for according to the agreed terms.

Available information may include photos, chassis number, model year, mileage, engine details, transmission, fuel type, vehicle dimensions, auction sheet, inspection notes, known defects, price, freight estimate, and destination details.

Physical inspection options depend on the vehicle location and service availability. For auction vehicles, customers generally rely on the auction sheet, inspector notes, available images, and any additional condition check that can be arranged before bidding.

Eligible stock vehicles may be reserved for a limited period after confirmation. The reservation becomes secure only after the required deposit or payment is received and verified.

The validity period is shown in the quotation, invoice, or reservation confirmation. If payment is not received within that period, the vehicle may be released to another customer without further notice.

Cancellation after purchase is generally restricted and may result in charges or loss of deposit. Auction purchases are normally final. Any cancellation request is reviewed under the applicable Refund & Cancellation Policy and transaction terms.

Yes. iCar Japan can assist dealers, fleet buyers, rental companies, and business customers with multi-vehicle purchases, auction sourcing, container planning, shipping coordination, and recurring supply arrangements.

Unless a written warranty is specifically included, used vehicles are generally sold on an “as is, where is” basis. Customers should review the vehicle condition, available inspection information, and applicable Vehicle Purchase & Service Policy before buying.

Japanese used vehicles are often valued for maintenance culture, model variety, fuel efficiency, auction transparency, roadworthiness standards, and availability of compact, hybrid, commercial, and specialist vehicles.

Check that it came through an official iCar Japan channel, verify the company name, invoice reference, vehicle chassis, beneficiary details, and official email address. Unexpected bank-detail changes should always be confirmed independently before payment.

You provide your requirements and maximum budget. iCar Japan identifies suitable vehicles, shares available auction information, records your approved maximum bid, and submits the bid. If successful, the vehicle is purchased and the payment process begins.

Submit your request before the published daily deadline so there is enough time to review the vehicle, confirm the condition, and place the bid correctly. Late requests may not be accepted or may proceed without additional checks.

Your maximum bid is the highest purchase amount you authorize iCar Japan to offer at auction. It should be confirmed clearly and may not include auction fees, inland transport, export costs, freight, or destination expenses unless stated.

You may request a change before the auction submission deadline. Once the bid has been placed or the auction is in progress, changes may not be possible.

The vehicle is considered purchased on your behalf. You will receive the purchase result and payment instructions. Winning auction purchases are generally final and cannot be rejected because of a later change of mind.

No vehicle purchase takes place. You may submit another auction request or ask the team to find a similar vehicle within your budget.

An auction sheet is a condition record prepared for the auction. It may show the auction grade, mileage, interior grade, inspector comments, damage markings, repair history, equipment, and other relevant observations.

No. The grade is a general condition indicator and does not replace a full mechanical inspection. Used vehicles may have wear, age-related defects, hidden issues, consumable-part deterioration, or differences between the sheet and actual condition.

Where available and requested on time, iCar Japan may arrange or request an additional condition check. This is subject to auction-house access, timing, vehicle location, service availability, and possible fees.

A deposit helps confirm that the customer is serious and has funds available if the bid succeeds. The deposit may be applied to the purchase, held for future bids, or refunded according to the applicable terms.

Bank transfer is commonly used for international vehicle transactions. Additional payment methods may be available depending on the country, transaction type, amount, compliance requirements, and current company policy.

Pay in the currency shown on the official invoice. Do not convert or send a different currency without written approval, because exchange-rate differences and bank conversion fees may create an unpaid balance.

Unless otherwise agreed, the customer is responsible for sender-bank, intermediary-bank, and beneficiary-bank charges. The full invoiced amount must reach the designated account.

Separate payment for each invoice is strongly recommended because it improves allocation and accounting accuracy. If one transfer covers multiple invoices, include all invoice numbers and obtain approval before sending payment.

Upload or email a clear transfer receipt showing the payer name, beneficiary, amount, currency, date, bank reference, and invoice number. A receipt does not by itself confirm that funds have reached the account.

International transfers may take several business days depending on the sending bank, intermediary banks, currency, compliance review, weekends, and public holidays. Payment is confirmed only after the funds are received and allocated.

Additional KYC information may be required, including identification, relationship explanation, payment authorization, and source-of-funds information. Payment allocation may be delayed until the mismatch is resolved.

The outstanding balance must be paid before the transaction can progress to the next required stage. Shipping, document release, or vehicle processing may be delayed until full payment is confirmed.

The excess may be held as account credit, applied to another approved invoice, or refunded after verification. Bank charges, compliance checks, and refund rules may apply.

Refund eligibility depends on the reason, transaction stage, purchase status, fees already incurred, and applicable policy. Approved refunds are normally returned to the original payer and payment route where possible.

Bank details may change only through an official, verified process. Never rely on an unexpected email or message requesting payment to a new account. Contact iCar Japan independently before sending funds.

An invoice or proforma invoice is issued after the vehicle, price, customer details, and transaction basis are confirmed. Customers should check all details before payment.

RORO means roll-on roll-off. Eligible vehicles are driven onto the vessel at the loading port and driven off at the destination port. The vehicle must meet carrier and port requirements.

One or more vehicles are secured inside a shipping container. Container shipping may be useful for multi-unit shipments, certain routes, additional protection, or destinations without suitable RORO service.

The best method depends on destination, vehicle size, route availability, total cost, number of units, carrier restrictions, and timing. iCar Japan can explain the available options for your shipment.

Freight may depend on vehicle dimensions, cubic measurement, weight, port, carrier, fuel surcharges, currency adjustment, container size, loading arrangement, and other route charges.

Transit time varies by route, direct or transshipment service, vessel schedule, port congestion, customs, weather, and operational changes. Estimated dates are not guaranteed arrival commitments.

Booking usually depends on payment status, vehicle readiness, export documentation, yard location, vessel space, carrier approval, and booking deadlines.

Yes. A pending status means space has not yet been finally confirmed. Carrier allocation, route capacity, yard congestion, vessel changes, or document timing may affect confirmation.

It may change if the original yard or port is congested, a vessel is unavailable, or another route is more practical. Additional transport or handling charges may apply if the change is approved.

Common reasons include vessel changes, weather, port congestion, carrier capacity, customs review, strikes, documentation issues, yard restrictions, mechanical condition, export procedures, and transshipment delays.

Use the shipping status in your account, vessel information, booking reference, Bill of Lading details, or updates provided by iCar Japan. Carrier tracking availability depends on the shipping line.

ETA means estimated time of arrival. It is an estimate and may change because of vessel operations, weather, port sequence, congestion, or other factors.

Transshipment means the cargo or vehicle changes vessels at an intermediate port before continuing to the final destination. This can increase transit time and create additional schedule uncertainty.

Insurance is included only when stated in the quotation or invoice. Customers should confirm the coverage type, insured value, exclusions, claim process, and whether inland transport is covered.

The consignee or local agent completes customs clearance, destination charges, inspection, registration, collection, and local delivery. Storage may begin if the vehicle is not cleared promptly.

Personal goods or inner cargo are restricted by many carriers and customs authorities. Only approved items may be loaded, and additional documentation, charges, or removal may be required.

The customer is responsible for confirming that the vehicle can be legally imported, cleared, registered, and used in the destination country before purchase.

Many countries limit vehicle age, manufacture year, first-registration year, emissions category, or vehicle class. Rules vary and may change, so they must be verified before bidding or reserving.

iCar Japan may provide general guidance or an estimate, but final duty, tax, valuation, inspection, registration, and destination charges are determined by local authorities and service providers.

Many destinations require or strongly recommend a licensed customs broker or clearing agent. The agent can assist with customs entry, duty payment, port procedures, inspection, and vehicle release.

Common documents include the invoice, Bill of Lading, export certificate, translation, packing list, insurance certificate, inspection certificate, identification, tax information, and local customs forms.

No. Some countries restrict steering position, vehicle category, safety standards, emissions, model type, or modification status. Check destination rules before purchase.

Not necessarily. Local inspection, repairs, lighting changes, emissions testing, registration, insurance, or other modifications may be required before road use.

The customer may face re-export, storage, penalties, seizure, destruction, or inability to register the vehicle. This is why import eligibility must be confirmed before purchase.

No. Import guides are general information and may become outdated. Customers should verify current rules with customs, transport authorities, licensed agents, or qualified advisers.

Where available, iCar Japan may share agent information. Any local agent remains an independent service provider unless expressly stated otherwise.

A proforma invoice is a preliminary commercial document showing the vehicle, customer, price, payment details, and transaction basis before final completion.

A final invoice records the confirmed transaction and may be used for accounting, payment, customs, and import purposes.

The Bill of Lading is a shipping document issued by or for the carrier. It identifies the shipper, consignee, vessel, ports, cargo, and shipment details.

The copy is generally available after vessel departure and carrier processing. Release or surrender may depend on full payment, document readiness, and shipping-line procedures.

It is an official Japanese vehicle deregistration or export record containing vehicle identity and registration information required for export and destination procedures.

Japanese export documents may require an English translation for customs, registration, or local authorities. Requirements differ by destination.

An inspection report may record visible or tested vehicle condition. Its scope depends on the inspection service and does not guarantee that no hidden or future issue exists.

Changes may be possible before document finalization. After shipping documents are issued, amendments may require carrier approval, fees, supporting documents, and additional processing time.

Where the customer portal supports it, eligible documents may be viewed or downloaded from the account. Availability depends on payment status, document completion, and access permissions.

Notify iCar Japan immediately and identify the incorrect field. Corrections may take time and may involve the carrier, customs, auction house, or issuing authority.

Complete the website registration form with accurate contact information and follow any email verification or identity-check instructions.

Use the password-reset option on the login page. Check your inbox and spam folder for the reset email. Contact support if you no longer have access to the registered email address.

Open your profile settings and submit the change. Sensitive changes may require password confirmation, email verification, or identity documents.

Upload the renewed document through the account or send it through the approved support channel. Previous records may remain visible until verification is completed.

Consignee information may be added or updated subject to account permissions and verification. Some changes require approval by an authorized customer-service or administration team.

Saved vehicles are stock units you have bookmarked for later review. Saving a vehicle does not reserve it or guarantee price and availability.

The watchlist helps monitor selected vehicles, auctions, prices, or availability. Alerts depend on the features enabled in your account.

Use the My Orders and Payment History sections of the customer account. Records may display reservation, payment, purchase, shipping, and document status.

Open notification settings to manage available email, account, or messaging alerts. Important transactional or security notices may still be sent where necessary.

Use a strong unique password, protect your email account, never share verification codes, avoid public devices, and report suspicious login or payment requests immediately.

It is a customer-reward program under which eligible completed purchases may receive cashback equal to 1% of the qualifying calculation amount.

Eligibility depends on the customer, vehicle, invoice, payment completion, transaction status, destination, and current program terms.

The exact calculation basis should be confirmed in the applicable offer or program terms. Freight, taxes, bank fees, penalties, third-party costs, or other amounts may be excluded.

Cashback may be issued after full payment, successful shipment, document completion, or another stated transaction milestone.

It may be provided as account credit, applied to a future eligible purchase, or issued through another approved method according to the program terms.

Cashback is normally linked to the eligible customer account and may not be transferred, sold, exchanged, or assigned unless iCar Japan gives written approval.

Cashback is generally not available for cancelled, unpaid, refunded, disputed, fraudulent, or otherwise ineligible transactions. Previously credited cashback may be reversed where permitted.

Cashback, discounts, referral rewards, credits, and promotions cannot be combined unless the specific campaign terms say they can.

Use the official email address info@icarjapan.com, the verified website contact form, or approved account and messaging channels.

Include your name, registered email, customer ID, invoice or order number, chassis number, destination, clear explanation, and supporting documents or screenshots.

The team aims to respond within a reasonable business period. Complex issues may require review by accounts, logistics, management, carriers, banks, yards, or other service providers.

Clearly mark the request as urgent and explain the deadline or risk. Include complete evidence for payment deadlines, vessel cut-offs, document errors, customs concerns, or suspected fraud.

Send a written complaint to info@icarjapan.com with the relevant vehicle, invoice, payment, shipping, or account details and all supporting evidence.

Provide clear photos, videos, inspection findings, repair estimates, collection date, mileage, shipping condition, and any relevant communication. Report the issue promptly before major repair or resale where possible.

iCar Japan may review invoices, messages, photos, auction information, inspection records, payment data, shipping documents, and information from suppliers or service providers.

Yes. If the initial response does not resolve the concern, request a management review and identify the specific facts or evidence requiring reconsideration.

Stop the transaction, contact your bank if payment was sent, preserve all messages and receipts, and notify iCar Japan immediately through the official email address.

iCar Japan may restrict or manage communications that are abusive, threatening, fraudulent, repetitive without new evidence, or harmful to staff and service providers.

Depending on the transaction, the Terms & Conditions, Vehicle Purchase & Service Policy, Payment Policy, Shipping Policy, Refund & Cancellation Policy, Privacy Policy, and relevant promotional terms may apply.

Personal information may be used for account management, quotations, payment, shipping, documents, KYC, fraud prevention, compliance, customer support, and other purposes explained in the Privacy Policy.

KYC checks help verify customers, payers, consignees, company representatives, and beneficial owners. They support fraud prevention, payment security, sanctions compliance, and lawful international trade.

Yes. A transaction may be delayed, suspended, rejected, or cancelled if required information is missing or if fraud, AML, sanctions, export-control, banking, or legal concerns cannot be resolved.

It generally means the used vehicle is sold in its existing condition and location, with known and unknown wear or defects, unless a specific written warranty or service obligation is provided.

Policies may be updated to reflect operational, legal, regulatory, service, or business changes. The effective date and published version should be reviewed before each transaction.

The signed agreement, confirmed invoice terms, or specific written transaction terms may take priority over general website information, subject to applicable law.

iCar Japan aims to improve website accessibility and provide reasonable alternative assistance where practical. Accessibility difficulties can be reported to info@icarjapan.com.