What is considered shipping damage vs. manufacturer defect?
Shipping damage is caused by the transit process and should be reported immediately upon delivery, while a manufacturer defect is an issue with the product itself that is covered under the manufacturer warranty.
When an issue is discovered with your wheels or tires, it is important to understand the difference between shipping damage and a manufacturer defect. Each situation is handled differently, so knowing which category your concern falls into will help our team get it resolved as quickly as possible.
What is shipping damage?
Shipping damage refers to any damage that occurs to your order during transit from our warehouse to your door. This type of damage is caused by the shipping and handling process and is not related to how the product was made. Common examples of shipping damage include:
- Dents, dings, or scratches caused by impact during transit
- Cracked or broken packaging that has affected the product
- Bent or warped wheels caused by rough handling during shipping
- Tires that have been punctured or cut during transit
How do I handle shipping damage?
If your order arrives with shipping damage, it is important to act quickly. Here is what to do:
- Inspect your entire order carefully before signing any delivery documents
- If you notice damage, make full notes on the delivery paperwork before signing
- Do not install any damaged items if you would like to exchange them for replacements
- Contact us right away with your order number and clear photos of the damage
For freight deliveries like wheel and tire packages, always inspect the shipment before signing the bill of lading. Damage that is not noted at the time of delivery can make it more difficult to process a claim.
If you added Shipping Protection to your order, our team can help expedite your replacement or reimbursement. Without Shipping Protection, a claim will need to be filed with the carrier, which can take longer to resolve.
What is a manufacturer defect?
A manufacturer defect refers to an issue with the product that occurred during the manufacturing process and is not related to shipping or installation. Common examples of manufacturer defects include:
- Structural cracks or fractures in the wheel that were not caused by impact
- Finish defects such as peeling, bubbling, or uneven coating that were present before installation
- Incorrect drilling or machining from the factory
- Tire defects such as sidewall irregularities, tread separation, or bead issues that were not caused by road hazards or improper installation
How do I handle a manufacturer defect?
All wheels and tires come with a full manufacturer warranty. If you believe your product has a manufacturer defect, here is what to do:
- Do not install the item if the defect is visible before installation
- Contact us right away with your order number, a description of the issue, and clear photos of the defect
- For tire warranty claims, you will need a photo of the DOT number on the sidewall and a photo of the tread depth taken with a tread depth gauge
- For wheel warranty claims, photos of the defect and shop paperwork are recommended
We will cover costs involved with warranty claims up to 30 days from the date of delivery. After that, costs involved with the warranty claim are the customer's responsibility.
Not sure which category your issue falls into?
No problem! Contact us with your order number and photos of the concern and our team will help determine the best path forward to get your issue resolved as quickly as possible!