Shipping policy

Shipping and Stock Status Policy

WheelHQ strives to ship "In-Stock" orders within one business day of receiving the order. Shipping times may vary depending on the contents of your order. WheelHQ will only ship an order once it is 100% in stock. WheelHQ does not ship partial orders unless requested by the customer, at which time additional shipping charges may apply. If you need your order by a specific date, it is important to contact us by email as soon as possible at info@wheelhq.ca so that we may assist you. Once you have placed your order, it is important to log into your WheelHQ Account page to review your order status, expected ship date, order updates and order history. All dates provided are based on estimates given by the suppliers and shipping carriers. WheelHQ does not guarantee ship dates as delivery times are subject to change.

Due to inventory placement, not all products can be stocked within Canada. WheelHQ is able to utilize multiple US distribution warehouses to transfer items to Canada without duties or taxes to the end consumer. As such, lead times of 7-10 business days (two weeks) for stock transfer will apply. All shipping times are based on our Monday through Friday business hours. Orders will not be shipped from our facility on Saturday or Sunday. However, shipments may be delivered on Saturdays pending shipping carriers. Shipping Charges are non-refundable. All shipping lead times are estimated only.

Lost and Damaged Shipments

When receiving a shipment from WheelHQ, if there are any visible signs of damage, please reject the shipment and do not sign to receive it. If you have received a damaged product, please notify WheelHQ immediately to initiate a damaged package claim. High quality images of all damaged products, packaging, and labels must be submitted with any damaged item claim. If there is unforeseen damage after unboxing an item, WheelHQ must be notified within 24 hours. It is required that you keep all of the packaging material, box(es) and broken product(s) until the shipping carrier completes the investigation claim with WheelHQ and/or the manufacturer. Failure to report damaged items from an order before forwarding, re-shipping or transferring the shipment to another location will result in immediate claim denial. Failure to provide adequate images of damage to products or packaging may result in delays to the claim.

If you do not receive your shipment and the carrier tracking information shows that the package has been delivered, you must notify us within 24 hours of the marked delivery date so that we can initiate a lost package tracer with the shipping carrier. If the shipment goes missing or is severely damaged, WheelHQ will work with the customer and the shipping carrier to get products or credit issued as soon as possible. Depending on product and shipping carrier, claim times may take as little as 7 days but may take up to 60 days in the worst case scenario. Most claims are processed within 14 days. Please be sure to cooperate with the investigation and any questions that the carrier may have during this time. We also recommend submitting a damage claim with the shipping carrier that delivered the shipment in question. This will help speed up the claim process. Shipping charges are non-refundable.

LTL Freight Rules and Regulations

Due to strict LTL Freight rules, LTL shipments are excluded from this policy as it is the responsibility of the recipient to confirm that the goods are in new condition, without damage and that the order is complete before signing for the delivery. Once the consumer signs off on delivery of goods, a claim can no longer be submitted.

For all defective items, shipping damage, or warranty requests, images and details are required.

Missing Items

If you are missing any products from your order, you MUST notify WheelHQ within 24 hours of receiving the items. If you fail to report damaged and/or missing items in your shipment within 24 hours of receiving the package, credit cannot be issued under any circumstances. Failure to report missing items from an order before forwarding, re-shipping or transferring the shipment to another location can result in immediate claim denial. Any claims submitted after 24 hours will be subject to terms and conditions as per manufacturers and shipping carriers.

Items ordered on clearance, blowout, or on-sale may not qualify for replacement of an equal item when they are found to be damaged. These items are sold as is and have no warranty as they are not replaceable. In the event that a clearance item or limited quantity sale item is damaged in shipment, we will only be able to refund the customer based on the purchase price of the transaction. Shipping Charges are non-refundable.