1. How do I place an order?
Choose the products you would like to order, making sure to choose the options (i.e. freebody, decals, etc…). Also, remember to choose the quantity that you need. Then click the “Buy Now” button followed by the “View cart” button to see what you have in your cart. Please check the details of your order. If the information is correct, click the “Proceed to checkout” button. Please input your contact information which includes your shipping address. Choose the payment and click the “Place order” button. After you have paid, you will receive an email from [email protected] about your order information.
If you have any question or need help to place the order, feel free to contact us through the Live Chat on our website or email us at [email protected] .
2. How long will it take for my wheels to be sent after payment?
Your order will be processed within 2 business days and will be sent out on a business day (Mon-Fri). The exception to this is during holidays. We will send your items within 5 working days if they are in stock. Normally we have some wheels in stock.
If not, we will produce a new wheelset/s and send them out for delivery within 10-15 business days.
3. What payment methods are accepted?
We accept the following payment methods: Paypal, bank transfer, and credit card. For credit card payment, an extra 4% fee will be charged. For more information, pleas refer to our payment policy.
4. Why did your card payment fail?
*Card payment failure can be due to a variety of reasons. Please check the following:
1. Your card number, security code, and other details are filled out correctly;
2. Whether or not your card can be used with this kind of international purchase;
3. Your card has a maximum spending limit or has expired;
4. Your card has been declined;
If you are sure the billing information is filled out correctly, we recommend you contact the card company and/or try an alternative card.
5. What shipping method does Elitewheels use?
We offer free shipping to more than 70 countries on all wheelset orders from our website. There are several delivery options available. Shipping time will vary depending on the delivery method used: (EMS/DPD: 15-30 days, Fedex/DHL/UPS: 5-10 days). Further delays may occur due to customs clearance at the destination country. See more about our shipping policy here.
6. How much in customs duties should I pay?
We use the DPD shipping method for all EU countries, the UK and the US, which is tax paid in advance. Customers in the above countries don’t need to pay custom duties. It usually takes 15-30 days to deliver.
For those not living in the above list of countries, all the taxes and custom duties are borne by the customer. If you have any specific requirements, please contact us via email.
7. Does Elitewheels provide a warranty?
All wheels ordered from our website include a 3-year warranty. See more information about our warranty here.
8. What if my parcel has arrived but is damaged?
Your rims will be packaged and protected carefully to ensure they are in good condition when they arrive. If the parcel you receive has obvious damage from improper handling while shipping, please refuse to sign for it. The parcel will then be returned to Elitewheels. We will produce new products for you or arrange a refund.
If you find the shipping damage after signing, please contact us immediately. We will help you solve the problem as soon as possible. If shipping damage occurs, please keep all the packaging and paperwork from your order.
9. How do I cancel my order?
Email us at [email protected] .
10. How strong are your carbon rims? What happens if I break one?
Every one of our carbon rims has been strictly tested before shipment. We are so confident in the quality of our rims that we offer a 3-year warranty on every one. To learn more, please refer to our warranty page.
11. What tire pressures should I run?
The best tire pressure for you depends on many factors: the rim width, type of bike and tires, rider weight, road conditions and weather conditions. Please see our user guide for more information.
12. Are your clincher rims tubeless ready?
All Elitewheels’ clincher rims are tubeless ready.
13. What’s the rider weight limit of our wheels? What does it include?
Rider weight limits differ depending on the wheelset. For more information on specific wheels, please view the specifications on the your chosen wheelset’s page on the Elitewheels website.
The weight limit is the total weight of the bike, rider, gear, accessories, etc… Please do not exceed this limit.