Terms of service

Due to the unique and pre-owned nature of many of our products, all items sold on WheelHQ.ca or the WheelHQ Instagram will be sold as is with no warranty unless otherwise specified. Brand new or pre-ordered wheels sold in factory sealed boxes may be eligible for manufacture warranty with original purchase invoice.

While WheelHQ strives to provide accurate product pricing and shipping information, pricing and typographical errors may occur. In rare cases, WheelHQ cannot confirm product and/or shipping pricing until after an order has been placed. In the event that a pricing or typographical error exists with any product or service offered, WheelHQ reserves the right to cancel or refuse an order at any time without notice. In most pricing or typographical error situations, WheelHQ will contact you for further instruction or cancel your order with email and/or phone notification. Shipping price discrepancies may exist on any order regardless of size or geographical location. If a shipping price discrepancy exists, WheelHQ may contact the purchaser with revised shipping options. Prices and availability are subject to change without notice. WheelHQ strives to keep all shipping and logistical costs as low and accurate as possible.

Price Match Policy

Due to the unique nature of most of our products, we are not currently offering price match. If you come across an example of a product that we carry that is advertised elsewhere for a lower price, please contact us and we will do our best to price match!

Order Acceptance and Cancellations

WheelHQ reserves the right to cancel or refuse any order at any time without notice. Some situations that may result in the cancellation of an order include limitations on quantities available for purchase, inaccuracies, errors in product or pricing information, or problems that are identified by our Credit and Fraud Prevention Department. In some cases, we may contact you to obtain and verify additional information or require a secured payment method before accepting any order. If your order is canceled for any reason or additional information is required, WheelHQ may contact you by phone and/or email. Please be sure that you verify your contact information on the order as it must be valid to be accepted. If the contact information is fictitious or invalid, we reserve the right to cancel an order.

Providing mismatched addresses or an address that is different from what is listed on your card/bank statement may result in delays during the order review process.

Certain manufacturers may impose selling restrictions on the products listed on WheelHQ.ca. Should you order a product that is unable to ship to your location, a WheelHQ representative will contact you with more information. If an order is cancelled once the item(s) have been processed and/or shipped, the consumer is subject to any shipping and/or processing fees.

If there is an inventory discrepancy on the website and item(s) are mistakenly ordered when they are not available, WheelHQ will contact you with more information. WheelHQ reserves the right to cancel any order if item(s) are not available.

Copyrights and Intellectual Property

All manufacturer or other names, symbols, photos, and descriptions, used in our images and text are used solely for identification purposes only, except for WheelHQ brands, pictures, and symbols. All trademarks, symbols, photos, and images reproduced on our website are owned by the respective owners. It is neither inferred nor implied that any item sold by WheelHQ.ca is a product authorized by or in any way connected with any manufacturers or photographers whose content is displayed on this site. No right, title or interest in any downloaded materials or software is transferred to you as a result of any such downloading or copying. You may not reproduce (except as noted above), publish, transmit, distribute, display, modify, create derivative works from, sell, or participate in any sale of, or exploit in any way, in whole or in part, any of the Contents, the Site or any related software.

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 yo@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.

Product Disclaimer

Some of the products offered on our site are for off-road use only. It is the responsibility of the customer to check with all federal, provincial, local and environmental laws prior to ordering and installing a product. WheelHQ is not responsible for any fees, fines or costs that a customer may incur as a result of failing to check with federal, provincial, local or environmental laws prior to ordering and installing a product.

Satisfaction Guarantee

WheelHQ has one goal in mind and that is to make sure that our customers receive the wheel & tire industry's highest level of customer satisfaction and support during all phases of the customer's experience.

We understand that things can change unexpectedly and that mistakes can happen. In the rare case there is a shipment or fulfilment error on WheelHQ or our vendor’s part, we will make it right. We will cover all costs associated with errors on the order in question, within reason. WheelHQ will provide its customers with a Satisfaction Guarantee return policy for all qualifying new and unused products. If a product is returned within 90 days of the original ship date you are eligible for a refund to the original payment method(s) used. Any returns made after 90 days but not exceeding 1 year from the date of purchase will qualify for a WheelHQ online store credit when applicable. Due to the nature of wheels and tires, some manufacturers may not issue credit after 90 days. After 90 days, some manufacturers will issue a restocking fee. This fee will be passed onto the customer.

WheelHQ wants to make sure that all products meet your expectations both before and after installation. If you are unsatisfied with your purchase, please contact us immediately to submit a request regarding any warranty claims or questions you may have. All defects or workmanship errors are the sole responsibility of the manufacturer and WheelHQ cannot be held liable for damage originating in the manufacturing process. WheelHQ will do its best within reason to facilitate any claims relating to product defects.

Wheel and Tire Fitment

Aftermarket wheel and tire fitment on any vehicle can be a very tricky art to get correct the first time, especially when factoring in suspension modifications. At WheelHQ, we take great pride in providing wheels and tires that fit on your vehicle without problems. With over 75 years of combined aftermarket wheel and tire experience, we possess the knowledge and tools to ensure we sell you the correct products for your vehicle. Many factory or similar type fitments are “guaranteed” by our vendors to fit specific models. These products may be displayed with the “Guaranteed Fitment” icon. While these fitments are generally very accurate, we have seen errors before.

That being said, it is still impossible to confirm 100% that any given wheel or tire will fit on any given vehicle. Due to the nature of vehicle modifications, driver preferences, different trim levels, differing payload characteristics, and even driving style, these factors can all change how a wheel or tire fits on a vehicle. However, it is our duty to ensure that we verify, to the best of our ability, that a wheel or tire will fit your vehicle. This agreement states that they understand that the product in question may require suspension or other modification(s) to fit. Many wheels will require the vehicle to have a levelling or lift kit to fit the wheels. Lowered vehicles will have tighter clearances for wheels or tires, potentially leading to fitment complications.

You mount it, you own it!

Because WheelHQ cannot return wheels or tires to the manufacturer once a tire has been mounted on a wheel, WheelHQ will not accept returns on any wheel that has had a tire mounted, or any tire that has been mounted on a wheel, except in the case of a warranty or support claim. Customers agree to test fit the wheel on the vehicle to check all clearances (ie. brake caliper clearance) before mounting a tire on the wheel. In many cases, a plus-sized wheel/tire combination may rub on the front mud flaps at full steering lock, pending mud flap style. Mud flaps may need to be removed or modified to allow full turning radius.

Tire clearances change depending on the size and offset of the wheel. Not all tires are made equal. Tires typically vary slightly in size from brand to brand and could lead to unforeseen fitment issues. If you are ordering only tires, you must provide all vehicle and wheel specifications for us to confirm tire fitment.

If you wish to return a product that does not fit your vehicle and you feel that there is an error in our listing, please email us at yo@wheelhq.ca. In the event that we find an error on our website or on behalf of a WheelHQ Representative, we will provide a shipping label for your return. All products must be new, unused and must be in the original packaging, including labeling, manuals, hardware, etc. Replacement orders will only be shipped to the address used on the original order. Shipping Charges are non-refundable.

Please note: Refunds will be processed to the original payment method used on the order or to an online store credit, respective to the type of return that is made as well as any pre-existing arrangements with a WheelHQ Customer Service Representative. In the event that a return label is provided by WheelHQ, these charges will be deducted from the total refund you receive. Original shipping costs are non-refundable and the buyer is responsible for return shipping charges, even if shipment originally qualified for free shipping. WheelHQ will not accept COD deliveries. All returns must include an RMA # provided by WheelHQ or the manufacturer. All in store credit balances will expire after three (3) years from the original purchase date.

Refused Shipments

Any domestic orders that are returned to WheelHQ as refused by receiver or non-deliverable will be subject to a return handling fee and will be processed as a return in compliance with our standard return policy. This includes a 15% restocking fee unless otherwise noted by WheelHQ Management. This restocking fee does not apply to missing or damaged shipments.

Warranty

WheelHQ extends the manufacturer’s warranty against manufacturer defects unless otherwise noted, although some manufacturers offer a warranty that exceeds this one year warranty. Most wheels have a one year manufacturer’s finish warranty, at the manufacturer’s discretion. (Let’s be honest, we live in Canada!) All wheels have a lifetime structural warranty to the original purchaser. This warranty is void if we find that a product is used or installed against the manufacturer's suggested use or if the product has been modified in any way. Please contact WheelHQ to obtain RMA # for any warranty transaction. All tires carry manufacturer’s warranty and defect. Since all brands are different, please refer to original manufacturer’s website for terms and conditions on tire warranties. Items ordered on clearance or blowout pricing do not qualify for warranty replacement. These items are sold as is and there is no warranty as they are discontinued or irreplaceable.

Warranties are non-transferable, and only apply to the original purchaser of the products(s). WheelHQ will only replace or repair warranty items at our discretion. Refunds are not provided for any warranty transaction.

All products returned for warranty inspection are subject to testing within our company and in some cases may require that the products are sent to the manufacturer for inspection and testing. WheelHQ does not guarantee that any products will be warrantied until this process is complete. In some cases warranties will be denied and WheelHQ must return the product(s) at the expense of the customer. The customer may abandon the product(s) at their discretion.

WheelHQ is not responsible for any damages that may have occurred by using the products that we sell. WheelHQ does not pay for consequential, incidental and contingent damages or costs incurred of any kind, including the cost incurred directly or indirectly in relation to products sold by WheelHQ including labor or product coverage. WheelHQ will only replace the defective product that was originally purchased from WheelHQ, once we have verified that this part is faulty and we have confirmed that the part is within its warranty period. Products that may have been damaged or lost as a result of a faulty product will not be replaced by WheelHQ under any circumstances. This includes but is also not limited to taxes and shipping costs. WheelHQ will only ship replacement products to the original address that the items were shipped to. The customer is responsible for the cost of returning any item for warranty inspection or repair. Shipping charges are non-refundable.

If you have any other questions or concerns regarding Terms & Conditions, please contact us!