Wheel Guides
What to Do If a Wheel Box Arrives Damaged
Jun
A damaged shipping box does not always mean the wheels are damaged, but it should change how you open the package. Slow down, take photos, and inspect before installing anything. The first ten minutes after delivery can make a support case much clearer.
Photograph the box before opening
If the carton is crushed, torn, punctured, wet, or taped strangely, take clear photos from several angles before cutting it open. Include the shipping label if it can be shown without exposing private details publicly. These photos help show whether the damage happened during transit.
Take one wide photo showing the whole box and several close photos of the damaged areas. If there is a hole or crushed corner, place the box so the depth and location of the impact are visible. Good photos reduce guessing later.
Open carefully and keep everything
Do not tear the packaging apart. Remove the wheels carefully and keep foam, spacers, cardboard, axle protection, and any loose parts. If a claim or support review is needed, packaging photos can matter. Throwing the box away too early makes the situation harder to understand.
Inspect the wheels before riding
Look at the rims, brake tracks, spoke holes, valve area, hubs, spokes, and nipples. Spin each wheel if possible. Check for cracks, dents, unusual marks, broken spokes, loose pieces, or anything that looks shifted from impact. Do not install tires and ride if there is a suspicious mark from shipping damage.
Separate cosmetic packaging marks from actual wheel damage, but do not dismiss marks near the brake track, bead seat, spoke hole, or rim edge. Those areas deserve close photos and a support review before use.
What to send support
| Order details | Order number, name, email, and tracking number. |
|---|---|
| Box photos | All damaged areas before and after opening. |
| Wheel photos | Wide photo plus close-ups of any suspected damage. |
| Delivery timing | Date received and whether the courier noted damage. |
Do not make the evidence worse
Do not sand, polish, bend, glue, or test-ride a wheel that may have been damaged in shipping. Trying to “see if it is okay” can blur the line between shipping damage and later use. If you are unsure, stop and send photos first.
If a local mechanic inspects the wheels, ask them to write down what they see before any work is done. A short note from a mechanic can be useful, but only if the wheel has not already been altered.
The warranty and returns guide explains what information helps. Use contact quickly if the box arrives in bad condition.
FAQ
Does a damaged box always mean damaged wheels?
No. Protective packaging may do its job, but the wheels still need careful inspection before installation.
Should I refuse delivery?
If the damage is severe and the courier allows refusal or damage notation, follow the local courier process. Take photos either way.
Can I ride while support reviews photos?
Do not ride if there is suspected damage. Wait until the issue is understood.
Why keep the packaging?
Packaging helps show the impact pattern and may be required for shipping review or claim handling.
