FAQs
Frequently Asked Questions
Got questions? Find your quick answers by category below.
How do I register an account?
If you are a returning customer, click the “Sign In” tab at the top of the screen and enter your email address and password. If you are a new customer, click the “Sign In” tab and create an account.
How do I change my password?
Sign in to your account and click the “My Account” tab. Once you’re in the “My Account” section, you can make changes, including updating your password.
How do I update my account and address?
Sign in to your account and click the “My Account” tab to update your information and addresses.
What payment methods do you accept?
We accept Visa, MasterCard, American Express, debit cards with a Visa or MasterCard logo, and PayPal.
What currency are payments transacted in?
All prices on our site are listed in USD. Payments are processed in USD.
Can I ship my order to someone else?
Yes. After you enter your billing address during checkout, you’ll have the option to enter a different shipping address.
Where are your products shipped from?
Most products are shipped from our US or EU warehouses, while some are shipped from China. The origin depends on stock availability.
Which carriers do you use, and what are the delivery times?
We use DHL, UPS, FedEx, etc. Under normal conditions with smooth flight and customs clearance, estimated delivery times are:
• Asia, US, Canada: 5–10 business days
• EU, UK, Australia, New Zealand: 10–16 business days
How do I know when my order ships?
You will receive an email confirmation with tracking number(s) and estimated delivery date(s).
Why did I only receive part of my order?
Don’t worry. Due to our multiple warehouses, your order may be split into several shipments. If you did not receive multiple tracking numbers, please contact us.
How can I return or exchange my item(s)?
We accept returns within 30 days of receipt, provided the original packaging and tags are intact. Please review our Returns & Refunds page.
What is your warranty policy?
- Carbon rims & wheelsets: 3 years from the date of purchase.
- Components (accessories): 1 year from the date of purchase.
- Clearance sales and special offer products are excluded.
What if an issue occurs during the warranty period?
For quality-related issues, we offer free replacement or return within the warranty period. We also provide a Crash Replacement Policy:
- 20% discount within 1 year of purchase
- 10% discount after 1 year of purchase
Do you provide spare parts for after-sales service?
Yes, every wheelset includes a free spare parts kit (spokes, valve stems, rim tape, etc.). For extra parts, please order on our website.
Are your products UCI certified?
Yes, all of our wheelsets have obtained UCI certification.
Are ceramic bearings easy to damage?
No. Our hubs are manufactured with high‑precision tolerances, which significantly reduces bearing play. As a result, the likelihood of bearing damage is extremely low.
What is the recommended tire pressure?
Optimal tire pressure depends on rim width, tire type, rider weight, road and weather conditions. Please refer to the product specifications for the recommended pressure.
Can I get custom wheels?
Yes, we offer extensive customization options. Please email us with your detailed requirements (spoke count, finish, rim depth, rim width, rim shape, drill angle, etc.). If something is missing from our online builder, contact us and we’ll see what we can do.
Can I get a custom spoke count or custom angled spoke holes?
Yes, we can custom drill any spoke count, and some rims can have a custom spoke angle. Please contact us, and we can consult our engineers on feasibility.
Can I send my hubs over for custom building?
Yes. Before shipping, please email us with hub graphics and details so our engineering team can check them. We will create a purchase order and provide shipping/payment instructions.
Can spokes and nipples be purchased separately?
Yes. Please let us know which nipples you’re looking for. For spokes, we need the length, wheel build specifics, and type of spoke to ensure we have them in stock.
Do you provide customer support during weekends or holidays?
Normally we do not provide support during weekends or holidays, except for urgent cases. If your request is urgent, please mark “Urgent” in your email subject line, and we will get back to you as soon as possible.
Still have questions?