What photos do I need to send if there’s shipping damage or a problem with my order?

If something is wrong with your order, having the right photos ready when you reach out to us will help our team resolve the issue as quickly as possible. Clear, thorough photos are essential for processing damage claims, warranty claims, and any other order related concerns. Here is a complete guide to what to photograph depending on your specific situation.

General photo guidelines

Regardless of the type of issue, here are a few tips for taking photos that will help our team assess the situation quickly:

• Take photos in good lighting so the issue is clearly visible
• Take photos from multiple angles including close up shots of the specific area of concern and wider shots showing the full item
• Do not edit, filter, or crop photos before sending them as unedited photos are the most useful for our team and for carrier claims
• Take photos before moving, unpacking, or attempting to repackage any damaged items
• Include photos of all affected items, not just one, if multiple pieces are damaged or incorrect

Shipping damage

If your order arrived with damage that appears to have occurred during transit, here is what to photograph:

• The exterior of all packaging including boxes, pallets, and wrapping. Photograph any dents, punctures, tears, or crushed areas on the outside of the packaging
• The interior of the packaging showing how the items were packed and any damage to the protective materials inside
• Every damaged item from multiple angles including the full item and close up shots of the specific damaged areas
• Any labels, stickers, or markings on the packaging that indicate rough handling during transit such as crushed corners or impact damage
• The delivery paperwork or bill of lading if you were able to note the damage before signing. A photo of your notes on the paperwork can be very helpful for the carrier claim process

Wheel defects or damage

If you believe a wheel arrived with a defect or damage, here is what to photograph:

• The full face of the wheel from straight on
• The full backside of the wheel
• Close up photos of the specific area of defect or damage
• The barrel and inner lip of the wheel
• Any labels or part numbers visible on the wheel
• Shop paperwork from a professional inspection if available, as this is recommended for warranty claims

Tire defects or damage

If you believe a tire arrived with a defect or damage, here is what to photograph:

Required photos for warranty claims:

• The DOT number located on the sidewall of the tire. This number is required to process any tire warranty claim
• The tread depth measured with a tread depth gauge. A photo of the gauge inserted into the tread showing the measurement is required for warranty claims

Recommended photos for warranty claims:

• The defective or damaged area if visible
• The full tread surface of the tire
• The full tire from the side showing the complete sidewall
• Shop paperwork from a professional inspection if available

Incorrect items

If you received an item that does not match what you ordered, here is what to photograph:

• The full item from multiple angles so our team can clearly identify what was received
• Any labels, stickers, or part numbers visible on the item or its packaging
• A photo of the item next to your packing slip or order confirmation if possible to clearly illustrate the discrepancy
• If the incorrect item also arrived damaged, include photos of the damage as well

Missing items

If part of your order appears to be missing, photos may not always be required, but the following can be helpful:

• A photo of all items received laid out together so our team can see exactly what arrived
• A photo of all packaging materials to confirm the missing item was not overlooked during unpacking
• A photo of your packing slip if one was included with your shipment

Wrong size or finish

If the size, finish, or style of an item does not match what you ordered, here is what to photograph:

• The full item from multiple angles
• A close up of any size markings, finish descriptions, or part numbers on the item or its packaging
• A photo clearly showing how the item differs from what was expected, such as a size stamp on the tire sidewall or a finish difference on the wheel face

How to send your photos

Once you have all of your photos ready, here is how to get them to our team:

• Contact us with your order number and a description of the issue
• Attach your photos directly to your message or email so our team can review everything at once
• The more information and photos you can provide upfront, the faster our team will be able to assess the situation and get a resolution started for you

If you are not sure what photos are needed for your specific situation, contact us with your order number and a description of the issue and our team will let you know exactly what to send to get things moving as quickly as possible!