Return Policy

All sales are final.

We do not accept returns or exchanges on any items once shipped or delivered. This includes wheels, tires, mounted and balanced packages, and any custom or special-order items.

Any item that has been used in any way (mounted, balanced, installed, test-fitted, or driven on) cannot be returned or exchanged under any circumstances.

Customer Responsibility

It is the customer’s responsibility to ensure that all ordered specifications are correct for their vehicle, including bolt pattern, hub bore, wheel size, offset, tire size, load range, load index, tire ply, and any other fitment details. Providing vehicle information does not guarantee fitment. Orders placed with incorrect sizing or specifications are not eligible for return or refund.

Product photos are for reference only. A wheel’s appearance — including lip or dish size, concavity, finish, center cap, offset, and more — can vary with size, specification, production run, screen, lighting, and other factors, and may differ from the images shown. Differences in appearance from a reference photo are not considered defects and are not eligible for return.

Tire images are for reference only. Actual tread pattern, sidewall design, lettering, and appearance may vary by size, specification, and other factors. Final compatibility is not guaranteed, even when vehicle details are provided. Differences in appearance from a reference photo are not considered defects and are not eligible for return.

Damaged or Incorrect Items

Route Package Protection: If you purchased Route protection, please file claims for damaged items directly through the Route app or website. This is the fastest way to get a replacement.

Standard Policy (No Route): If you did not purchase Route and your item arrives damaged, defective, or incorrect, you must contact us within 24 hours of delivery at support@shopwheelxpress.com with clear photos and a brief description. Claims made after 24 hours may not be honored and may become the customer’s responsibility.

Do not mount, balance, install, or drive on the product if you notice damage or believe something is incorrect. Once any wheel or tire is mounted, balanced, installed, or used, it cannot be replaced or exchanged due to shipping damage, incorrect item, or other factors.

Mounted and Balanced Packages

Mounted and balanced wheel and tire packages cannot be returned or refused under any circumstances once shipped or delivered.

If a mounted and balanced package arrives with a damaged wheel or tire, replacement parts will be provided for the damaged components only, if available. If replacement parts are not available due to backorder or discontinuation, we will refund the value of the affected component(s). Full package returns are only considered if the entire shipment is catastrophically damaged.

Missing Items or Wrong Quantity

If any items or boxes are missing, or if the quantity received does not match your invoice, you must notify us within 24 hours of delivery with clear photos of all boxes received, product labels, and packaging. Claims submitted after 24 hours may not be approved.

Orders and Shipments

Orders may ship from multiple authorized warehouses, distributors, or manufacturers. Items may arrive in separate boxes and on different days. Each shipment must be inspected within its own 24-hour window.

Shipping and Freight Requirements

Orders may arrive by UPS, FedEx, or other ground carriers. Larger wheel and tire packages may ship via freight (LTL).

Most freight deliveries require a signature. For any freight delivery that requires a signature, the shipment must be inspected before signing. If visible product damage is present, it must be clearly noted on the Bill of Lading before signing. After noting damage, the shipment must still be accepted. Do not refuse freight unless the damage is clearly catastrophic (multiple wheels destroyed, pallet collapse, or an unsafe condition).

If a freight shipment is refused, missed (due to missed appointment), undeliverable, or returned for any reason other than catastrophic damage, the customer is responsible for all freight charges including outbound, return, redelivery, reroute, and storage fees. Freight carriers do not classify refused shipments as damage claims.

Mounted and balanced wheel and tire packages cannot be refused or returned under any circumstance. If returned or undeliverable, all freight charges must be paid by the customer before reshipment.

Ground Shipments (UPS, FedEx)

All boxes must be inspected within 24 hours of delivery. If the product inside shows any damage, take clear photos of:

The damaged area of the product
The product from multiple angles
The shipping label
The box the item arrived in (only if the product itself is damaged)

If the product is not damaged, minor box wear or dents do not require a claim. Keep all packaging materials until your claim is fully resolved, as carriers or distributors may request inspection.

Undeliverable, Refused, and Abandoned Shipments

This policy applies to all shipments, whether sent via Ground (e.g., UPS/FedEx) or Freight (LTL).

Delivery Attempts: If a carrier is unable to deliver a package because the customer is not home, the location is inaccessible, or a signature cannot be obtained, the customer is responsible for coordinating with the carrier for redelivery or pickup.
Pickup Requirements: If a carrier holds a shipment for pickup at a local terminal or FedEx/UPS location, the customer MUST pick up the shipment within the carrier’s designated timeframe.
Abandonment & Return to Shipper: If a shipment is returned to the shipper (us or our distributors) because it was refused, or because the customer failed to respond to delivery attempts, the customer is responsible for all associated costs. Refusing a shipment does not constitute a cancellation or refund request. These costs include: original outbound shipping fees, return shipping/freight fees, carrier storage fees, and a 30% restocking/administrative fee.
Unpaid Balances: All fees associated with a refused or abandoned shipment are due within 30 days of the return. We reserve the right to pursue recovery of any unpaid balance through the means available to us.

Fraudulent or Unauthorized Orders

Orders placed using stolen payment information or another person’s identity are not eligible for return, refund, or exchange through ShopWheelXpress.

If you believe an order was placed fraudulently or without your authorization using your name or information, please file a police report. We may request a copy of that report to assist with the matter. Fraudulent-order disputes are handled through the police report and the applicable payment or financing provider rather than through our standard return process.

Lost, Stolen, or Misdelivered Packages

If you purchased Route: Please file a claim directly with Route for any lost or stolen packages.

If you did not purchase Route: Once a package is marked delivered by the carrier, any loss, theft, or misdelivery becomes a carrier matter. We will assist with filing a claim, but replacements or refunds are not guaranteed and depend on the carrier’s or distributor’s decision.

Stolen packages: For a package that was marked delivered but reported stolen, a police report may be required before a carrier claim can be pursued. We will advise you if one is needed.

Misdelivery: If a package is marked delivered but you report that it was delivered to the wrong address, we will file a claim or dispute with the carrier to investigate. A refund or replacement cannot be issued until the carrier’s investigation is complete. Carrier investigations can take up to two weeks or longer, and in some cases the carrier will attempt to recover and redeliver the package. We will keep you updated throughout the process.

Incorrect Shipping Address

Customers must provide a complete and accurate shipping address. If an order is delayed, returned, or incurs extra fees due to an incorrect or incomplete address, the customer is responsible for all related costs. Reshipment will occur only once these charges are paid.

Return Shipping Costs

If a return is approved due to a defect or incorrect item reported within 24 hours, the customer is responsible for all return shipping costs. A restocking fee of 30% will apply. A return label will be provided once the return shipping cost is paid.

Cancellation Policy

Orders begin processing immediately. Many distributors do not allow cancellations once an order enters their system. Mounted and balanced packages cannot be canceled once assembly begins.

If a cancellation request arrives before processing begins, cancellation fees may apply including restocking, administrative, or non-refundable shipping costs. Orders that have been processed, shipped, or are in transit cannot be canceled.

Financed or Lease-to-Own Orders

Financing and lease-to-own agreements are between the customer and the financing or lease provider. Once an item is shipped and delivered, delivery completes our part of the transaction, and your payment obligations are governed by your agreement with your provider. For the purposes of financing agreements, delivery to a carrier hold location (e.g., FedEx Office) or a secure drop-off point constitutes completed delivery.

ShopWheelXpress cannot pause or cancel a financing or lease agreement, and we cannot issue a refund simply because a customer is dissatisfied, has changed their mind, or has had a return request declined. Delivery is not reversed by a financing dispute.

Any refund or credit — such as a partial adjustment for a damaged component, or a refund processed as part of an approved return — is issued at our discretion in accordance with this policy. Where a refund or credit is applicable, it is applied through the appropriate channel, which may include your financing or lease provider.

Manufacturer Warranties

Any structural, finish, or manufacturing warranty is provided by the manufacturer, not by ShopWheelXpress. The manufacturer makes the final decision on all warranty claims. We submit and advocate on your behalf, but we cannot guarantee approval, a replacement, or a refund.

A warranty claim is not a return. Submitting an item for a warranty claim is a separate process from a return and does not entitle you to a refund or replacement. Approval is determined solely by the manufacturer after their review.

Many warranty claims require the item to be shipped to the manufacturer for physical inspection. If the manufacturer pre-approves a claim, that pre-approval is conditional on inspection and is not a final decision. You are responsible for preparing the item as instructed. If the affected wheels or tires must be shipped in, you may need to obtain your own replacement wheels or tires, at least temporarily, to keep your vehicle operational during the inspection period.

Inspection timelines are set by the manufacturer and can take several weeks, in some cases up to 45 days or longer.

If a claim is approved, the outcome is determined by the manufacturer and may be a repair, a replacement, or a prorated refund based on the remaining service life of the product. If a claim is denied, the item will be recycled by the manufacturer unless you request its return. If you request a denied item back, you are responsible for the return shipping cost.

You are responsible for providing all required documentation and photos for a claim. Incomplete or inaccurate submissions may delay or void the claim.

Finish Variations and Cosmetic Conditions

Finish color may vary between production runs, screens, or lighting conditions. Minor cosmetic blemishes that do not affect performance may not be considered defects. Finish issues resulting from improper cleaning, lack of maintenance, road conditions, or environmental exposure are generally not covered by the manufacturer’s warranty.

Post-Delivery Damage and Normal Wear

Once an order has been delivered, any damage that occurs during handling, installation, mounting, balancing, or use is the customer’s responsibility. This includes, but is not limited to, road hazards (such as potholes, debris, curbs, or nails), punctures, impact damage, bent or cracked wheels, tire blowouts, uneven or accelerated wear, damage from improper installation or torque, damage from driving on an underinflated or overloaded tire, and general wear and tear from normal use.

Damage of this kind is not a defect and is not the responsibility of ShopWheelXpress. It is not eligible for return, refund, or replacement.

If you believe a wheel or tire has failed due to a genuine manufacturing defect rather than road damage, use, or installation, this may be eligible for a manufacturer warranty claim. See “Manufacturer Warranties” above. The manufacturer makes the final determination as to whether an issue is a covered defect or the result of outside factors, and their inspection process applies.

Thank you for reviewing and supporting our policies.