Frequently Asked Questions

New Zealand: $6.99 Tracked Courier 

Australia: $25NZD

Asia Pacific: $55NZD
includes: Japan, Cook Islands, Samoa, Tonga, Vanuatu

Asia Pacific II: $95NZD
includes: Fiji

North America, Europe and U.K: $65NZD
includes: Austria, Belgium, Canada, Croatia, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Romania, Slovenia, Spain, Sweden, Switzerland, UK and United States of America

Rest of the World: $95NZD
includes: all other countries not mentioned above


Shipping Questions:

How long does shipping take?
Shipping may occasionally take longer than expected due to the time of year(Christmas, Chinese New Years etc) and local postal services, this is outside out control.

How long does it take to process my order?
Most items will take 1-3 business days for processing.
Items which are in stock and ready to go will show 'In Stock'
Items which will take a little longer will show: '2-3 Weeks'

Can I track my order?
New Zealand customers orders are sent via NZ Post Courier and a tracking number will be emailed.
International Economy shipping does not come with a tracking number.
International Express shipping comes with a tracking number which we will send out with your order confirmation.

Can I pickup my order?
Unfortunately we can't arrange pickups at this stage.

Where are our products sent from?
Our products are sent from our warehouse in Auckland. If we are out of stock we can arrange to have the item sent directly to you from our supplier to save time.

What if my item doesn't arrive?
Rest assured, your payments are guaranteed by the Stripe payment system and all items are insured. Just contact us and we will deal with it for you. Sometimes shipping may take longer than indicated. This is outside our control.

Extra Notes:
- If your order contains a number of items, sometimes these may be shipped separately. You will receive an email when part of your order has shipped and when full shipment has been completed.
- If your country isn't on the list and want to double check the prices, you can contact us.

100% Satisfaction Guarantee!
With the Stahlcar guarantee, you can have confidence that your product will perform as promised. If it falls short of expectations in any way within 30 days after purchase, simply let us know and we'll provide a full refund with no questions asked; our word is solid! And all products are 100% genuine - not those cheap knock-offs so common nowadays!

30 Day Peace of mind
Don't stress when it comes to buying a scan tool – we've got you covered! If for whatever reason your purchase isn't compatible with your vehicle or if you simply changed your mind, no worries - just get in touch within 30 days and we'll help arrange an exchange or refund.

Warranty & Returns Policy
Your items are backed by our rock-solid 12 month warranty, so no need to worry about unexpected breakdowns or malfunctioning parts! And if you ever do have any troubles down the line, simply contact us and we'll handle everything -- from start to finish.

Warranty & Returns Policy
Your items are backed by our rock-solid 12 month warranty, so no need to worry about unexpected breakdowns or malfunctioning parts! And if you ever do have any troubles down the line, simply contact us and we'll handle everything -- from start to finish.

Returns Info
Conditions in which we do not accept returns
- If the item is damaged by the user
- It is outside the 30 day change of mind window

Return for an exchanged item
- If you ordered the wrong item and wish to exchange for a scanner to suit your vehicle, then contact us and we will sort something out for you. You will need to pay the return shipping cost

If you change your mind or order the wrong item outside the 30 Day window
- We have the right to refuse a refund for a change of mind or any other reason why you may no longer need the tool. We will deal with this on a case by case basis but we will charge a 10% re-stocking fee for refunds. We are happy to credit your purchase price towards a tool that will work.

How to Submit a return request
To submit a return request our system will link your order with your email address so ensure you are using the same email address as your order. Then follow th instructions below:

Our Return Request page is here: https://www.stahlcar.nz/return-request/

1. Log in to your account:
- In the Email field, enter your email address, and then click Continue.
- In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
- Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click Request return.

If your return request is approved and requires shipping, then you receive an email with shipping instructions. After the product is returned, you receive a refund.

What is OBD2?
The automobile industry has seen some exciting improvements over the years, and one of them is the introduction of on-board diagnostics (OBD) in vehicles. In simpler terms, this refers to the computer that activates a vehicle's "CHECK ENGINE" light. OBD1 was created to monitor manufacturer-specific systems on cars built from 1981 to 1995. Later on, OBD2 was developed as part of a U.S government mandate aimed at reducing vehicle emissions. This advanced program can detect failures in various systems and can be accessed through a universal OBD2 port located under the dashboard. When there's an issue, the "CHECK ENGINE" light comes on to alert drivers, and a Diagnostic Trouble Code (DTC) is set to identify where the problem occurred. To retrieve these codes, you'll need a diagnostic tool which we conveniently sell.

Then what is OBD1?
To put it simply, there's no such thing as OBD1 language. Prior to the introduction of OBD2, manufacturers used their own diagnostic protocols which varied from one vehicle to another. The term OBD1 is used to describe anything that predates OBD2, much like how BC is used to refer to dates before 0AD. If your car isn't compliant with OBD2 standards, then it's still using the manufacturer-specific diagnostic protocol - or what we refer to as OBD1. There isn't a universal specific OBD1 protocol per se; it's just a descriptive term. Clear enough? Great!

NZ/AUS and OBD2
Living down under, we're lucky to have access to cars from many different countries. While America implemented OBD2 laws back in 1996, it wasn't until 2006 that Australia followed suit and made it a legal requirement. New Zealand also adopted the same law in 2006. Prior to this, many Japanese manufacturers who released new cars in Australia or New Zealand did not include an OBD2 protocol. This was mainly done to cut costs and encourage owners to take their vehicles back to dealerships for repairs.

However, since the introduction of this law in 2006, every new car in Australia and New Zealand runs on the CAN protocol, which means that OBD2 diagnostic scanners are now fully compliant. As older cars are replaced with newer models over time, the vast majority of cars on our roads will become OBD2 compliant too.

It's important to be aware that many people are misled into Googling their cars to check if they're OBD2 compliant, only to be directed to American sites that confirm their compliance. While this may be true for cars released in America, it's not necessarily the case for those released in New Zealand or Australia. For instance, a 1998 Subaru Impreza released in America is OBD2 compliant, but the same car released down under is not. So please keep this in mind.

We've tested numerous cars right here in NZ and Australia and have a pretty good idea of which ones are OBD2 compliant and which ones are not. It's worth noting that having an OBD2-styled plug doesn't necessarily mean your car is OBD2 compliant - Audis and VWs are a prime example of this. Same plug, different protocol.

This issue often crops up on TradeMe or eBay when buyers purchase tools based on information from American websites, only to find out that they're not compatible with their vehicles. If you find yourself in this situation, remember that you're legally entitled to ask for your money back from these sellers.

It can take quite a bit of research to determine whether your car is OBD2 compliant or not. But don't worry - we're always happy to answer any questions you may have about which scanner would work best with your car.

Is my car OBD2 compliant?
While it is hard to say that all cars are OBD2 compliant from a certain date, a good guideline for car compliance would be:

American Vehicles
- 1996 onwards

European Vehicles
- 2001 onwards for Petrol
- 2004 onwards for Diesel

Australian Vehicles
- Holden from 2006 - Commodore from VZ
- Aus Ford from 2006 - Falcon from BA, Ranger from 2007
 
Japanese vehicles
These vary by manufacturer and even model but all are OBD2 from 2008
- Honda from 2001
- Hyundai from 2001
- Kia from 2006
- Mazda from 2001
- Mitsubishi from 2007
- Nissan from 2007
- Subaru from 2003 (engine codes only - full OBD2 from 2008)
- Suzuki from 2008
- Toyota from 2006
    - Toyota Diesel from 2008

Please note that some models will be OBD2 compliant from earlier than these dates, this is just a guide to show your what should safely be OBD2 compliant

What does the OBD2 Plug look like?
The official name for the OBD connector is SAE J1962 Diagnostic Connector, but it's also known by other names like DLC, OBD Port or simply OBD connector. It has 16 pins and looks like the image on the right.

It's important to note that some vehicles that don't comply with the OBDII standards may still use the J1962 type connector for data, but not an OBDII protocol. Pre-01 VW/Audi's are a classic example of this. While they may look like they should work, they won't. Pre-2006 Nissan and Toyota's are another example to keep in mind. So be careful when choosing a scanner for your car!

So what are the different OBD2 Protocols and Terms?

Protocols:
    SAE J1850 VPW - Protocol Used mainly by General Motors
    SAE J1850 PWM - Used mainly by Ford
    ISO 9141-2 - Used mainly by Japanese and some European models
    ISO 14230 KWP2000 - Used on some Asian vehicles
    CAN - Used by many models from 2008

Terms:
    EOBD - European description of OBD2. It's OBD2. Used from 2001
    JOBD - Japanese description of OBD2. Same deal, it's OBD2.
    ADR 79/01 'ANZOBD' - Australian/New Zealand law term of OBD2 used on models from 2006

What are the OBD2 codes and meanings?
You can view the list of OBD2 codes and their meanings here

Ok then, what tool do I need to work on my car?
For help on which scanner to choose have a read through our guide