What should I do if my order arrives damaged?

We take great care in packaging every order before it ships, but damage can occasionally occur during transit. If your order arrives with damage, it is important to act quickly and follow the steps below to make sure you are taken care of. Here is exactly what to do.

Step 1: Inspect your order before signing

For freight deliveries like wheel and tire packages, always inspect your entire order carefully before signing any delivery documents. Here is what to know:

• Do not sign the delivery paperwork until you have had a chance to inspect every item in the shipment
• If you notice any damage, make full and detailed notes on the delivery paperwork, also known as the bill of lading, before signing
• The more specific your notes are about the damage, the better. Note exactly which items are damaged and describe the damage in as much detail as possible
• If the damage is not noted on the delivery paperwork before signing, it becomes significantly more difficult to process a damage claim with the carrier

Step 2: Document the damage with photos

Before doing anything else with the damaged items, take clear and thorough photos of everything. Here is what to photograph:

• The damaged packaging, including any dents, punctures, or crushed areas on the box or pallet
• Every damaged item from multiple angles
• Close up photos of the specific areas of damage
• Any markings or labels on the packaging that show the package was handled roughly during transit

Step 3: Do not install damaged items

This is one of the most important steps. Here is what to know:

• Do not install any items that you believe are damaged if you would like to exchange them for replacements
• Once an item has been installed or shows signs of use, it may no longer be eligible for a replacement or return
• Set the damaged items aside and keep all of the original packaging until the claim has been resolved

Step 4: Contact us right away

As soon as you have documented the damage, reach out to us with the following information:

• Your order number
• A description of the damage and which items were affected
• Clear photos of the damaged items and packaging

Our team will review the damage and work with you as quickly as possible to get a resolution. Here is what to expect:

• If the damage qualifies for a replacement, we will work to get a new item shipped out to you as soon as possible
• If you added Shipping Protection to your order, our team can expedite the replacement or reimbursement process through our support team
• Without Shipping Protection, a damage claim will need to be filed with the carrier. Our team will work with you to submit the claim and follow it through to resolution, but the standard claims process can take longer than a Shipping Protection claim

What if I did not note the damage before signing?

We understand that it is not always possible to catch every issue at the time of delivery. Here is what to know:

• If damage was not noted on the delivery paperwork before signing, it does not mean we cannot help. Reach out to us right away with your order number and photos of the damage and our team will review the situation and do our best to find a fair resolution
• Acting as quickly as possible after discovering the damage will give us the best chance of resolving the issue on your behalf

What about smaller shipments delivered by UPS or USPS?

For smaller items delivered by UPS or USPS rather than freight carriers, the process is slightly different. Here is what to know:

• There is no delivery paperwork to sign for standard UPS or USPS deliveries, so noting damage at the time of delivery is not required
• If your package arrives damaged, take photos right away and contact us with your order number and photos of the damage
• Our team will work with you to file a claim with the carrier and get the issue resolved as quickly as possible

Tips to help things go smoothly

Here are a few tips to make the damage claim process as smooth as possible:

• Always inspect freight deliveries carefully before signing
• Take photos of damaged items and packaging right away before moving or unpacking anything further
• Reach out to us as quickly as possible after discovering damage, as timely reporting helps move the resolution process along faster
• Adding Shipping Protection to future orders provides the fastest path to a replacement or reimbursement if damage occurs during transit

If your order arrives damaged, contact us right away with your order number and photos and our team will work quickly to get it resolved and get you back on the road!