FREQUENTLY ASKED QUESTIONS
I received the wrong item. What do I do?
If for any reason you received an item that was not what you had ordered originally, please email us photos of the wheel(s) and the wheel sizing label(s) on the boxes to Info@ESRWHEELS.COM. ESR will need this information for validation of an incorrect order. Once the claim has been approved, the return labels for the incorrect item(s) will be sent via fax or email within 2 business days. The customer will be responsible for safely shipping the wheels back to their original boxes. The replacement will be sent out within 2 business days once the customer has notified ESR that the packages have been shipped to ESR WHEELS’s headquarters.
What happens if my wheels arrived defective?
For defective wheels received, a full description of the problem must be provided along with visual evidence such as photos and videos emailed to Claims@esrwheels.com. ESR WHEELS will need this information for validation. Once approved, the return label(s) will be sent via fax or email within 2 business days. A replacement (if in stock) will be sent out once the customer notifies ESR that the wheel(s) have been shipped back.
I received a tracking number, but it has not moved?
We provide a tracking number once the order is processed and in our system and can take up to 48 business hours to update once the order has been shipped out. Please contact our customer service team for further assistance during normal business hours:
Monday - Friday 9am - 5pm PST & Closed on most major holidays.
I ordered custom wheels, why haven't they shipped?
Custom wheel orders can take up to 5 business weeks to process & ship due to the complexity of a custom wheel.
What size hub rings do I need?
Please use the following website www.wheel-size.com which will give you all your OEM vehicle specifications for the hub.
Do I need new bolts?
Yes, our wheels are made to accept the CONICAL seat, most OEM vehicles run ball seats.