Account & Orders Support

Welcome to your account & order support hub. Here, you’ll find all the information you need to manage your account & orders, track shipments, and understand our policies. We’ve designed the process to be clear and straightforward, from the moment you place your order until it arrives at your door.

If you can’t find the answer you’re looking for below, please don’t hesitate to contact our customer service team for personalized assistance.

Account Management & Usage

1) Create an Account

You can make purchases either as a guest or with a registered account. For a more streamlined experience, we encourage you to create an account, which allows you to view your shopping history, manage your address, track orders, faster future purchase, edit your account details, and handle any future requests.

There are three ways to register:

Register During Purchase: While completing your purchase, you can choose to check out as a guest or click “Create an Account” to register before finalizing your order.
Register After Order Placement: If you placed an order as a guest, please check your order confirmation email. You will find a “Create account” section within the email. Click the button to create an account.
Register via Account Page: Click the account icon in the top-right corner of any page on our site. In the “My Account” section, you will find a “Register” option.

2) Password Reset

Forgot Your Password?

No problem. Here is how you can easily reset it:

On the account login page, click the “Lost your password?” link located below the login button.
On the new password reset page, enter the email address associated with your account.
We will immediately send a password reset link to that email address. Please allow a few minutes for the email to arrive. If you don’t see it, please check your spam folder.
Look for an email with the subject “Reset your password for Ronch Bros”. Open it and click on the “Reset your password” link inside. You will be directed to a secure page to set and save your new password.

Change Your Password

If you know your current password and wish to change it, please follow these steps:

First, log into your account successfully.
Navigate to your account dashboard and click on the “Account Details” link.
On the page that opens, scroll down to the “Password Change” section.
There, you will be required to enter your current password and then set your new password.
Save the changes to complete the process.

We highly recommend updating your password periodically to maintain account security.

3) Managing Your Profile

You can manage your personal profile information at any time. Please follow these steps:

Log Into Your Account: Visit the website and sign in to your account.
Access Settings: From your account dashboard, locate and click on the “Account Details” option.
Edit Your Information: On the page that opens, you may update the following fields:
- First Name & Last Name: Your legal name, primarily used for order processing and shipping.
- Display Name: Your public nickname, which may be visible to others in the community (e.g., on product reviews).
- Email Address: Your primary login credential and the address for receiving order communications.
- Password Change: You can also update your login password in this section.
Save Your Changes: After making edits, be sure to scroll to the bottom of the page and click the “Save Changes” button to confirm and apply your updates.

4) Update Billing & Shipping Address

To manage your billing or shipping addresses, please follow these steps:

Log into your account.
On your account page, locate and click the “Addresses” link.
On the page that opens, you can edit and update your Billing Address and Shipping Address separately.
After making changes, be sure to click the “Save Changes” button.

[Important] For Unshipped Orders:
If you have a pending order that has not yet been shipped, it is essential to proactively contact our customer service team after updating your shipping address online. Please inform us that you have changed the delivery address. Our staff will then verify the deliverability of the new address and check for any potential changes in shipping costs, and we will add a note to your order accordingly.

Please note: Changes made to your saved addresses in your account are not automatically applied to existing orders. If you change the address but fail to notify us, the shipment will likely be sent to the original address, and any resulting delivery issues will be your responsibility.

Orders Placement & Management

1) Place an Order

We offer two convenient ways to find the exact products you need for your bike. Whether you’re exploring options or know precisely what you want, you’ll find the right path below.

Option 1: Use the “Select Your Bike” Filter (Recommended for Full Compatibility)

Located at the top of our product pages, this tool helps you quickly narrow down all compatible parts for your specific motorcycle.

Simply select your bike’s Make, Model, and Year.
The website will instantly display all matching items, including fairings, windshields, bolts, and more.
This method is ideal if you want to see everything that fits your bike or are building a full kit.

Option 2: Browse by Product Category Using the Navigation Menu

If you already know the type of part you need, our smart navigation menu offers the fastest way to find compatible products.

Hover over the desired category (e.g., “Fairings”) in the main navigation bar.
A dropdown menu will appear, showing a curated list of supported motorcycle Makes (such as “For HONDA,” “For SUZUKI,” etc.).
Hover over your bike’s Make to reveal another dropdown listing all available Models for that brand.
Then, hover over your specific Model to see a list of supported production Years.
Simply click your motorcycle’s Year, and you will be taken directly to the fairing products designed specifically for your bike.

This method is perfect when you know exactly what you need and want to go straight to compatible options without any extra steps.

Still Not Sure? We’re Here to Help.
If you have any questions about fitment, compatibility, or product details, please don’t hesitate to contact our customer service team. We’re passionate about motorcycles and are happy to assist you in finding the perfect parts for your ride.

2) Order Confirmation

Once you successfully complete your order, our system will automatically send a detailed order confirmation email to the email address you provided during checkout. This email serves as your official receipt and includes all relevant order details for your records..

If you do not find this confirmation message in your primary inbox within a few minutes, we recommend checking your Junk Email or Spam Folder, as some email providers may filter automated messages. To ensure future delivery of our communications, please consider adding our email address to your safe sender list.

For registered account holders, you can also access your complete order history and current order status at any time by logging into your account and visiting the “Orders” section in your account dashboard. This portal provides real-time updates on your order’s progress, from confirmation to delivery.

3) Checking Order Details & Status

To view your order details and status, please log into your account and click on the “Orders” link. This will display all orders under your account. Locate the specific order you wish to check and click the “View” button to access its complete details, including:

Purchased items
Payment amount and method
Billing and shipping addresses
Current order status

Important Note on Order Status:
After successful payment, your order status will show as “Processing.” To provide you with the most accurate representation of your order’s journey, our system uses the “Processing” status to cover the entire fulfillment period—from payment confirmation until final delivery. So, your order will maintain this “Processing” status throughout this period, and will only be updated to “Completed” once your package has been delivered and signed for.

When your order ships, we will send you a separate shipping confirmation email containing your tracking number and a link to monitor your shipment’s progress.

Please be aware: Even after your order has been dispatched, the system status may continue to show as “Processing.” This is normal – we consider orders as “Processing” throughout the entire shipping period until final delivery. There’s no need for concern if you have received your tracking information but see the status still showing as “Processing.” The status will automatically update to “Completed” upon successful delivery.

4) Modify Shipping Address

If you need to modify the shipping address for your order, please follow the guidelines below based on your order status:

Scenario 1: Order Has Not Yet Shipped

Please contact our customer service team as soon as possible and provide the new address you wish to use.
Our staff will verify the deliverability of the new location. Should the address change result in additional shipping costs, we will inform you promptly.
Once confirmed, we will update the shipping address for your order.

Scenario 2: Order Has Already Shipped

We regret to inform you that no further changes can be made to the shipping address at this stage. Once the shipment is in transit with the carrier, we are unable to intercept or redirect it.
We recommend trying to coordinate with the original recipient or monitoring the tracking information closely.

Important Notice:
Updating your default saved address in your account does not automatically update the shipping information for existing orders. If you need to change the address for a pending order, you must proactively contact customer service to have a note added to your order. Failure to do so will result in the shipment being sent to the original address provided.

5) Order Modification

We understand you may need to adjust order details after placing an order. To balance production efficiency with your needs, we operate under the following policy:

Modifications Within 48 Hours

You may request changes to colors, graphics, or other elements free of charge within 48 hours of order placement.
Please submit your modification request directly through our customer service email or live chat channel.
Although modifications within 48 hours are free, our team must evaluate the feasibility of your new design. Should the updated scheme involve special processes or additional costs, we will notify you and require confirmation in advance.

Modification Requests After 48 Hours

After 48 hours, orders typically enter the painting/production phase and cannot be modified.
If you have exceptional circumstances requiring changes:
1. Contact us immediately for a feasibility assessment
2. If not yet in critical production stages: We’ll attempt adjustments (potential additional fees apply)
3. If painting/production has started: Continue with original design or pay remake costs for new order

6) Order Cancellation

For Standard Orders

Within 48 hours: Orders can be canceled free of charge with a full refund.
After 48 hours: As your order enters our production pipeline, cancellation will incur a 25% order processing fee.

For Custom Orders

Within 48 hours: Eligible for free cancellation with a full refund.
After 48 hours: As the custom order has entered exclusive production stages (such as painting) and your unique design cannot be used for other customers, cancellation is no longer possible.

How to Cancel an Order

To request a cancellation, please contact our customer service team immediately. To ensure efficient processing, please have your order number ready. Our specialist will verify your order status and guide you through the subsequent steps.

7) Order Arrived with Damage or Defects

We understand the frustration of receiving a damaged item, especially after an international journey. While we take extensive care in packaging, transit damage can occasionally occur. Please follow the guide below to report the issue and get it resolved quickly.

Immediate Action Required (Within 48 Hours of Delivery)

If your package or its contents appear damaged, please take these steps immediately:

Do Not Refuse Delivery: It’s important to accept the package so that we have the evidence needed to file a claim with the carrier and send you replacements.
Document the Evidence: Before discarding any packaging, take clear, well-lit photos and/or a video that shows:
- The external shipping box from all angles, highlighting any dents, tears, or crush damage.
- The internal packaging (foam, padding) and how the item was packed.
- Close-up shots of the damaged product itself, clearly showing the defects or broken parts.
- Keep all original packaging until the issue is resolved, as the shipping carrier may require it for inspection.
Contact Our Support Team: Contact us within 48 hours of delivery. Please include:
- Your Order Number
- A brief description of the damage
- The photos and/or video you have taken

Our Resolution Process

Once you contact us, here is what you can expect:

Assessment: Our team will review the provided evidence to confirm the damage and determine the cause.
Solution Options: We will typically present you with one of the following solutions within 1-2 business days:
- Replacement: We will ship out a new replacement part for the damaged item at no extra cost to you. This is our most common solution.
- Partial Refund: If only a minor part is damaged and you are willing to keep the item, we may offer a partial refund to compensate for the defect.
- Full Refund: In cases of severe damage or if a replacement is not feasible, we will process a full refund upon receipt of the returned item (we will cover the return shipping cost).
Shipping Carrier Claim: We will handle the entire claims process with the shipping carrier on your behalf. You will not need to deal with them directly.

We are committed to making this right. Our goal is to ensure you end up with a high-quality, perfect product for your motorcycle.

8) Order Returns

1. Return Eligibility
To be eligible for a return, your item must meet ALL following conditions:

The item is unused and in its original condition
It is in the original packaging with all tags attached
The return request is made within 7 days of order delivery
It is NOT a custom-made fairing (all custom orders are final sale)

Non-returnable items:

Custom fairings and personalized products
Items damaged due to customer misuse or improper installation
Products missing parts or tags

2. How to Initiate a Return
Follow these steps to request a return:

Contact Customer Service: Contact us through our “Contact Us” page within 7 days of delivery
Provide Details: Please include your order number and the reason for the return. For returns related to damaged or defective items, photo or video evidence is required to help us assess the issue and expedite the resolution.
Receive Instructions: If return request approved, we’ll provide detailed return shipping instructions and address

3. Return Shipping & Costs

Shipping Responsibility: Customer is responsible for return shipping costs
Shipping Method: Use a trackable shipping service (UPS, FedEx, DHL recommended)
Important: We cannot guarantee receipt of the return packages due to international returns

4. Return Process Timeline

Request submission: Within 7 days of delivery
Return Approval: Within 1-2 business days
Refund processing: Within 1-2 business days of receiving returned item

5. Special Cases

Damaged/Defective Items: Contact us immediately with photos/video evidence. We’ll cover return shipping and offer replacement or full refund
Wrong Items Shipped: We’ll provide prepaid return shipping label and process full refund or replacement

6. Important Notes

Do not ship items back without contact us first
Returns may be subject to 30% restocking fee if not due to product defect
Customs fees and import taxes are non-refundable

For any questions about the return process, please contact our customer service team before initiating a return.

9) Order Refund Policy

1. Refund Eligibility & Methods

A. Order Cancellations

Full Refund (Within 48 hours): If you cancel your standard order within 48 hours of payment confirmation, you will receive a 100% refund of your order amount. The refund will be processed back to your original payment method.
Partial Refund (After 48 hours): Cancellations made after 48 hours but before shipment will receive a 75% refund. A 25% fee is charged to cover order processing and production costs already incurred.
Custom Orders: Due to their personalized nature, custom fairings cannot be canceled or refunded 48 hours after order placement, as production begins immediately.

B. Order Returns

Approved Returns: Refunds are processed only after we successfully receive and inspect the returned item at our warehouse to ensure it meets our return conditions.
Non-defective Returns: Returns that are not due to our error (e.g., incorrect order, defect) but are simply no longer wanted may be subject to a 30% restocking fee. This covers the cost of inspection, repackaging, and returning the item to our sellable inventory.
Custom Fairings: All custom-painted or personalized fairing kits are final sale. They are made specifically for you and cannot be resold, therefore they are not eligible for return or refund under any circumstances.

2. Refund Processing Timeline

Our Processing Time:

Cancellations: We initiate the refund to your payment provider within 1-1 business days of approving your cancellation request.
Returns: We initiate the refund within 1-2 business days of receiving your returned item and completing our quality inspection.

Receiving Your Refund (After We Process It):

Credit/Debit Cards: Once we send the refund, it typically takes 5-15 additional business days for it to appear on your card statement, depending on your bank’s processing speed.
PayPal: Refunds usually appear in your PayPal balance immediately after we refund it.
Bank Transfer: For wire transfers or other bank transactions, please allow 7-10 business days for the funds to be credited to your account.

3. Important Refund Notes

Refund Path: All refunds are automatically sent back to the original payment method used for the purchase. We cannot issue refunds to an alternate account or method.
Customs duties & taxes: any customs duties or import taxes you may have paid, are non-refundable.
Bank Processing: The timelines above are estimates. Your financial institution may need additional time to fully post the credit to your account.
Currency Exchange: If your payment was made in a currency different from USD (our base currency), the refunded amount may vary slightly from the original charge due to fluctuations in exchange rates between the time of purchase and refund.

4. How to Check Refund Status

Direct Check: The most reliable method is to check your bank, credit card, or PayPal account statement directly.
Account Dashboard: You can also see the status of your refund request (e.g., “Refund Processed”) in the “Orders” section of your account on our website.
Contact Us: If it has been longer than the estimated timeframe and you see no record of the refund, please contact our customer service team with your order number ready for assistance.

5. Special Cases

Damaged/Defective Items: If your item arrives damaged or is defective, we will provide a full refund (including the product cost and any return shipping costs you incurred) or a replacement, once we verify the issue.
Wrong Items Shipped: If we sent you an incorrect item by mistake, we will provide a prepaid return shipping label and issue a full refund upon receipt of the wrong item, or send the correct item immediately.
Late Delivery: If your order is significantly delayed beyond our stated shipping estimates due to a fault on our end, we will evaluate the situation on a case-by-case basis and may offer a partial refund or store credit.
Lost in Transit: If the shipping carrier confirms your package is lost, we will initiate a full refund or ship a replacement order once the investigation is complete.

For any questions regarding your refund, please contact our customer service team with your order number readily available. We are committed to processing all valid refund requests promptly and fairly.