FAQs

Welcome to our website!
We gathered here some of the common questions we get.

Q: What are your working hours?
A: We are open Monday to Friday, from 10:00 to 19:00 Beijing Time.
For reference, that is 21:00 to 06:00 in NYC; 03:00 to 12:00 in Rome; 18:00 to 03:00 in LA. If your working hours are quite far from ours, we strongly recommend leaving a message with all the details of your case, or even a vocal message on whatsapp! We will answer once we can.

Q: What kind of warranty you offer?
A: On services, except for non-refundable costs (e.g. usage of online account paid to a third party), we will offer refund if solution cannot be found. However, our staff will need evidence, usually the whole car error code scan with the original diagnostic tool will be required. Our team will let you know when quoting if there are non-refundable costs included in a service fee.
For original new or used parts, most of the time the warranty is 1 month. If different, it will be specified on the product page.
For aftermarket parts, most of the time the warranty is 3 months to 1 year. Check the product page for more info.
For tools, such as diagnostics and programmers, the warranty is the one provided by the manufacturer. We will help you to get in touch with them if needed.
For the test platforms made by us, the warranty is 1 year unless the item has been damaged by improper use, opening or by accident (e.g. fire, earthquake, stolen etc.).

Q: When can I get my item?
A: we ship by DHL, FEDEX and UPS worldwide: for these couriers, delivery times are usually as it follows:
Europe -> 5-7 days
USA -> 3-5 days
ASEAN and East Asia -> 1-3 days
GCC and Oceania -> 3-6 days
Rest of Asia -> 4-7 days
Rest of the world -> 7-10 days

Q: Can I get it shipped faster?
A: Unfortunately, this is not usually doable. Couriers pick up once per day at around 5-6 pm, and all items are shipped with the same shipping service.
We don't do emergency shipments.

Q: Can I get it shipped cheaper?
A: If you are willing to wait longer, we may find some other courier choices, e.g. by truck, rail or sea. However, these usually take over 2 weeks and up to 2 months. Ask our staff with your address to know more. This is also the only options for certain dangerous items, too, which is why the website won't let you buy directly certain items. For these, contact directly our staff.

Q: Is the price shown on the website including tax and shipping?
A: No. Our website shows the same price to everybody, therefore it is not possible to calculate shipping fees before you insert your address at the time of checkout. About tax and duties, it is directly calculated by the customs of your country, therefore whether there will be a fee or not will depend on the type of item purchase, its value, and the regulations of your country. If you have doubts, you can contact our staff to ask the correct HS Code (which describes the item to the Customs), and with that information you can reach your country's Customs to ask for the expected duty fee. Certain countries may also have sanctions on items based on the country which produces them. Note that this is not the country which ships them, but the one producing them. So an item made in Hungary but shipped from China won't incur sanctions meant for China.

Q: I have "xxx" problem with the website!
A: Do write us at info@mysupercarexpert.com or contact us directly in chat. We will figure out the issue or provide you an alternative solution.

Q: Do you have resellers?
A: My Supercar Expert's mission is to share as much as possible to as many people as possible. For this reason, we don't do exclusive partnerships. However, we do have trusted partners in certain areas who can be handling local repair jobs in a much shorter amount of time than us. Ask our staff for more info!

Q: Can we register to the website as a B2B partner to get discounted prices directly?
A: We don't have such a function, and we do that for a reason. We strive to keep our system as transparent as possible so everybody, from car owners to repairing garage to large importers, has access to the same information. While there will certainly be discounts for big partners, this does not prevent small businesses with a long relationship with us from getting a good discount and service.