FAQ
About our online store
Q Are the products brand new?
A As a general rule, the products sold in our online store are brand new. However, we may occasionally sell items such as "new-old stock" (unused items from older inventory) or refurbished products as part of special campaigns. (In such cases, the product page will clearly indicate that the item is new-old stock, refurbished, etc.)
Q Is this the official manufacturer's store?
A Yes, this is the official online store operated by Group M Co., Ltd., so you can shop with confidence.
Q How can I contact customer support?
A For inquiries regarding products or how to use them, please contact us at the following:
■ Group M Co., Ltd. – GruppeM Direct
Phone: 048-450-2911 | Email: customer@gruppem.co.jp
Business Hours: 9:00 AM – 5:00 PM (excluding weekends, national holidays, and special holidays such as the year-end/New Year period).
For inquiries regarding orders, please contact us at the following email address:
customer@gruppem.co.jp
We will respond to inquiries and arrange shipments sequentially during weekday business hours (excluding special holidays such as the year-end/New Year period).
About Orders
Q Can I change my order details?
A To ensure the accuracy and integrity of order information, we cannot modify order details (including addresses and names) on our end. We apologize for the inconvenience, but please cancel the current order and place a new one.
Q Is gift wrapping available?
A We do not offer gift wrapping services (such as *noshi* or decorative wrapping).
About Payment
Q Can I change my payment method?
A We apologize, but we cannot change the payment method after an order has been placed. Please cancel the current order and place a new one.
Q Can I get a receipt or delivery slip?
A If you require a receipt or delivery slip, please let us know in advance.
Q How are refunds processed?
A Refunds will be processed within 14 days of confirming receipt of the returned item.
The refund method depends on the payment method used at the time of purchase.
Credit Card
The date we process the return serves as the approximate date for cancelling the charge with your credit card company. Consequently, if the processing date falls across your credit card company's billing cutoff date, the refund will be reflected in the next scheduled withdrawal.
Cash on Delivery (COD)
We will transfer the funds to your designated bank account.
Other Payment Methods
We will transfer the funds to your designated bank account.
Shipping and Delivery Fees
Q How much is the shipping fee?
A The shipping fee will be displayed once you enter the delivery address on the product page.
Q Is there a fee for Cash on Delivery (COD)?
A There is no COD fee; we cover this cost. COD is available only for shipments within Japan.
Q When will the product be shipped?
A If no specific delivery time slot is requested, items will be delivered as follows:
Orders are shipped sequentially after payment is confirmed (for COD orders, shipping begins after the order details are verified).
Please note that delivery timing varies by product. Please check the scheduled shipping date listed on each product page.
For Ram Air Systems, aero parts, and exhaust systems, delivery times may be extended depending on the specific item. Please contact us for detailed delivery estimates.
Q Can I specify a preferred delivery date and time?
A For deliveries within Japan, you can specify a delivery time slot as follows:
Delivery Time Slots
Morning
14:00–16:00
16:00–18:00
18:00–20:00
19:00–21:00
※ Please note that delivery within the specified time slot may not always be possible due to unforeseen circumstances.
※ Time slot selection may not be available in certain regions.
Q Can I have items delivered to multiple addresses?
A We cannot ship a single order to multiple delivery addresses.
Please place separate orders for each delivery address.
About Returns and Cancellations
Q: Can I cancel or return my order?
A: We handle requests based on our company policies, which vary by product category. Please refer to the "Returns" section for details.
Shipping Costs and Fees for Returns
The customer is responsible for shipping costs and bank transfer fees associated with the refund. If items are returned via "cash on delivery" (freight collect), the cost will be deducted from the refund amount.
Refunds
Refunds will be processed within 14 days of confirming receipt of the returned item(s).
Contact Information for Returns
Email address: customer@gruppem.co.jp
Q: Can I exchange the product?
A: We do not accept product exchanges, except in cases of initial defects. We apologize for the inconvenience, but please process a return for the original item and place a new order.