Welcome to the Kemimoto Help Center
General Inquiries
Parcel and product came damaged, what should I do?
We apologize for any inconvenience caused by receiving a damaged parcel and product. To help us resolve this issue promptly, please contact us and provide the following information:
①Your order number.
②Clear photos of the packaging showing all the labels.
③Photos of the damaged parts of the product.
Is this product compatible?
Please check the “FITMENT” section on the product page to verify. If you’re still unsure, please contact us to provide your vehicle’s model and year.
The product does not fit/is not compatible.
We’re here to help resolve any issues you’re experiencing. To assist you better, please contact us with the following information:
①Your order number.
②Your vehicle’s model and year.
③Photos or a short video showing the incompatibility issue with the product.
The product does not work.
We’re here to help resolve any issues you’re experiencing. To assist you better, please contact us with the following information:
①Your order number.
②Your bike rack’s type and dimensions.
③Photos or a short video showing the issue with the product.
Product damaged/scratches/ dirty/deformation/wrinkle/paint issue/ color difference
We are committed to addressing the issue promptly and ensuring your satisfaction. To assist you better, please contact us with the following information:
①Your order number.
②Clear pictures of the issue(s), including the packaging and any labels on the product.
I received wrong product
We sincerely apologize for the mix-up. Please follow these steps to resolve the issue:
①Your order number.
②Photos of the product(s) you received, including the packaging and label.
Want to return the order/How can I return the order?
We are here to assist you with your return. To help us process your return efficiently, please contact us with the following information:
①The order number.
②The reason for the return.
③Your vehicle’s model and year.
④Photos of the item to determine if it is in a condition suitable for resale.
Want to exchange/How can I change the size of product?
We’re here to help resolve any issues you’re experiencing. To assist you better, please contact us with the following information:
①Your order number.
②Photos of the item to determine if it is in a condition suitable for resale.
③Please check the size chart on the product page first and tell us which size you want to exchange.
I want to cancel the order/Do not need the order/Order by mistake
We are sorry to hear that you want to cancel your order. To assist you better, please contact us with this information:
①Your order number
②The reason for cancellation
If the order was shipped, we will attempt to intercept the shipment. However, please note that interception is not guaranteed.
If the interception fails, you will need to contact your local logistics carrier to refuse the delivery when it arrives.
Missing Accessories/Missing Components
We’re here to help resolve any issues you’re experiencing. To assist you better, please contact us with the following information:
①Your order number.
②A clear photo of the entire product you received.
③Use the “Product Information” section in the instruction manual to identify and specify which accessories are missing.
Sometimes the replacement part will take 2-3 weeks to deliver, please tell us if this timeline ok for you.
My order lost./Not receive order./The tracking not updated(more than 7 days)
We’re here to help resolve any issues you’re experiencing. To assist you better, please contact us with the following information:
①Your order number.
②The chat page with the carrier for this order or the claim number.
③Please tell us if you want a refund or to resend. (The delivery will take 1 week if the product is in stock.)
