Q: If I find that the package I received is not the one I ordered or has quality issues, what should I do?
A: If the received package is not consistent with the product you ordered, please do not hesitate to contact us via email. You need to provide us with pictures of all the labels on the outer packaging of the parcel, as well as pictures of the product you received. If we make a mistake in the shipment, we will free of charge re-ship the correct product for you.
If the product you receive has any quality issues.
In order to help you better. you need to provide the following information with us.
1. The order number.
2. The Year/ Model of your vehicle.
3. the OE part number of your original part.
4. Some images or one short video to mark out the exact problem.
It will greatly help us to find out what had happened with your order.
And based on the actual situation, we will provide you with accessory replacement, refund or transportation compensation.
Q: How do I ensure that the parts I order are suitable?
A: You need to carefully review the product description to make sure that the part you are interested in matches your original or model. If you still have concerns, please don't hesitate to contact us. We will offer you accurate purchase advice.
Voice Mail & Phone：909-277-9811
Email: service@motorgenic.com
Q:Why is my payment unsuccessful?
A: If you cannot pay for the order successfully, you could check the steps below. Please make sure the "billing address" is the same as "credit card statement". The billing address must match to the bank recorded address, which is the address appearing on your banking statements or the address when you register for your bank account. Enough balance in your account. You can change another card to try. Some banks might block unfamiliar charges. Please contact your bank and let them know you are going to place an online order with us.
Q: Why do we need to verify your physical bank card?
A: We are required to have your order verified. Due to many reasons such as large transactions, inconsistent shipping and billing addresses, IP address anomalies, etc. so a verification is required. Buyer may file dispute after purchase. Money out of account may be credited back to buyer as a protection provided by banks. The verification process is for the protection of card user and us. All we need to see are the LAST 4 DIGITS, EXPIRATION DATE and NAME on the card to verify. Do NOT send us the full 16 digits card number and the security code on the back of the card.
Q: I successfully placed the order, why didn't my tracking number update any logistics information?
A: 1. The update of logistics information depends on the actual transportation efficiency of the logistics carrier, and the logistics information may have a delay of 1-2 days.
2. TCU or fairing and other products need to be pre-programmed or production time, the
specific time please refer to the email information. We appreciate your patience and understanding.