FAQ / POLICY

 

WHAT IS YOUR RETURN POLICY?

Any returns or cancellations, without the tires, mounted on the rim will likely carry a 25% restocking fee. Once wheels/tires have been mounted on the vehicle we are not able to accept a return. If you have any concerns about fitment, simply share those concerns via email, before you place your order, and our experts will work with you to get a perfect fit! Due to the fact we move quickly, it’s important to notify us immediately if you have concerns.

You are responsible for test-fitting wheels before having tires mounted. Once tires have been mounted, we are unable to take them back even if there is a fitment problem. For package purchases, you are responsible for test fitting before driving on the wheels. Tires with mileage on them cannot be returned.

All suspension/accessory items being returned that are not warranty-related CANNOT have been installed or attempted to be installed. If we receive a return that shows signs of installation we will not be able to accept the item and will have to return it to the sender with no credit being issued.

Always contact us with any issues or return questions, we will always work with a customer, however, understand that most of our items are very expensive to ship so we must recover these costs unless the mistake is ours. Contact us for wheel/tire returns for all others.

All refunded items must be approved prior to being returned. Please contact us for return authorization for wheels and tires. Refunds must be requested within 30 days of the original receipt of merchandise. Once approved, all items must be returned within 14 days. Money will be refunded in the same manner in which the original payment was made. Once the product is returned, please allow 14 days for receipt of funds.

Fitment is the responsibility of the Customer, don’t know? PLEASE ask.

You will see many of our customers go beyond the “conservative” fitment offered by manufacturers. They are doing this by making modifications and trimming plastic and sometimes metal to make the wheel/tire combo fit.

For this reason, we fill the order as you have placed it with the assumption you will make the appropriate modifications to fit the wheel/tire combo.

When you provide the correct make, model (and version if applicable), and year information about the vehicle we do verify bolt pattern, TPMS sensors and lug nuts (these items we guarantee fitment).

If you have questions or do not know the proper fitment on lifted, leveled, or even stock applications – complete our quote fitment form so that we may make our best recommendation for what should work. In some cases, minor trimming will be needed to accommodate oversized tires or wide/high negative offset wheels. Additionally, we cannot guarantee fitment on custom drilled wheels, but should the manufacturer make a mistake – we’ll help broker a solution. Some vehicles or applications may not apply. In those cases, we’ll tell you before you purchase.

DO YOU OFFER FINANCING?

Yes, we do, by partnering with Acima and Snap.  They are able to provide a credit decision within seconds and, if approved, will provide you with all the details you’ll need to decide if the loan is right for you. Once you accept the loan we’ll be able to get to work processing your order. Once approved we get your wheels and or tires headed your way, there is no delay related to financing!

ARE YOU SELLING SECOND-RUN OR BLEMISHED WHEELS?

No. All wheels are brand new, first run, and manufactured warrantied.

CAN I TRADE MY OLD WHEELS FOR A CREDIT TOWARD NEW WHEELS?

Nope. We only deal with new wheels. Sorry.

DO YOU SELL TIRES TOO?

Yes. We have access to discounted pricing on a number of tires brands. We also offer free mounting and balancing so that your wheel & tire package will be ready to go when it arrives. Simply find the wheels you like on our website and click “ADD TIRES” to build a package and save even MORE. You also can choose to buy just tires through our online store.

PRICING ERRORS

Down South Custom Wheels uploads data feeds from several suppliers that will change the price of products as they change. Periodically, there will be pricing errors due to system and/or human error.

CALIFORNIA PROPOSITION 65

WARNING: Cancer and Reproductive Harm - https://www.p65warnings.ca.gov

DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTS

We all know that accidents happen sometimes. If your product(s) arrive defective, damaged, or simply incorrect, please contact our customer service department as soon as possible. Please do not attempt to use, install, modify, or repair the part!  In some instances, a return of the product may not be required. Products must be returned to us within 30 days. If the damage was caused by a shipping courier, we will schedule a damage pick-up by the courier. Photos of the damage, defect, or fitment issue may be requested in order to correctly process your request. Please note that products must be in the original packaging and there are additional requirements for products that ship freight. 

DISCLAIMER

In an effort to provide our valued clients with the most up-to-date and accurate information, DOWN SOUTH CUSTOM WHEELS is continuously implementing real-time updates to our online superstore. Due to the immediate nature of these updates, the correction of any errors and/or omissions can happen at any time without prior notice. This information may include but is not limited to pricing, availability, suggested use, fitment, compatibility, and warranties.

DOWN SOUTH CUSTOM WHEELS is not responsible for any additional charges, labor, loss, or damage incurred as a result of information, correct or incorrect, referenced, or products purchased from DOWN SOUTH CUSTOM WHEELS. While we work to avoid any errors or omissions that may appear on the DOWN SOUTH CUSTOM WHEELS website, we do reserve the right to cancel any undelivered orders based on inaccurate information.

PRICE MATCH

We're so committed to providing you the best customer experience; you will never pay more with Down South Custom Wheels

We'll match prices listed from any competitor's website or another reputable source. There's no rush either; if you find your product listed for less within 30 days of purchase, we'll refund the difference.

• There are a few important things to keep in mind:
• Price match cannot be combined with other promotional offers
• Price match doesn't include applicable sales taxes
• Some exclusions do apply
• Erroneous price listings
• Sales or Promotional Offers
• Liquidations
• Items from auction sites or membership clubs
• Employee discounts
• Wheels and Tires
   

TIRE RECALL INFORMATION

At DOWN SOUTH CUSTOM WHEELS, the safety of the driving public and our customers is our top priority. Tire recalls are rare events, but when they do become necessary, our goal is to recover every single recalled tire. If you believe that your tires are to be included in a recall, two online databases are available to allow you to search for U.S. tire recall information.

To search by tire identification number (TIN) information, click here to use the U.S. Tire Manufacturers Association (USTMA) database. This database helps consumers identify tires manufactured by the ten USTMA members that may have been subject to a recall since 2000.

To search by tire brand and model, click here to use the National Highway Traffic Safety Administration (NHTSA) database. This database allows consumers to find information about tire recalls from the past 15 years.

WHY IS MY ORDER DELAYED?

Order delays can occur for a variety of reasons; for example, items going out of stock after you place your order. We are doing our best to adjust our course to keep up with the ever-growing demand for popular items. We send order update emails in real-time as inventory and procedures allow.

New estimated delivery dates are displayed in the order tracker.

SHIPPING DELAYS

Carriers can be impacted by varied events in certain areas. Check for known shipping delays in your area using the links below.

• FedEx service alerts
• USPS service alerts
• UPS service alerts
   

WHY WAS MY ORDER CANCELLED?

Canceling an order is one of the last things we want to do, but some situations come up where cancellation is the best option to save you time and money.

The most common reasons an order might be canceled are:

• Limits on available quantities
• The item is out of stock
• Price or other listing errors
   

Additional information is needed by our Credit and Fraud Avoidance department.

You will receive an email if any part of your order is canceled or if we need additional information to process your order.

PERSONAL INFORMATION

Down South Custom Wheels is serious about protecting our customer's personal details. You’ll always be able to surf our site without the need of providing any personal information. If you decide to make a purchase we will need to gather some information such as your name, address, vehicle info, and email address. We will never sell, rent or give away your information to any third party. We collect your information for the sole purpose of handling your purchase and personalizing your shopping experience. If by choice you wish to receive offers and promotions from DOWN SOUTH CUSTOM WHEELS you’re free to sign up to our newsletter where we’ll keep you in the loop.

CREDIT CARD INFORMATION

For your protection, the credit card details entered upon making your purchase are handled by our merchant provider FirstData and at no time stored with Down South Custom Wheels. FirstData is compliant with all industry standards including: Cardholder Information Security Program (CISP), Payment Card Industry (PCI) Data Security Standard (DSS)

SECURE TRANSACTIONS

As an added protection, DOWN SOUTH CUSTOM WHEELS is secured with SSL Certificate encryption which converts your data into virtually impenetrable code that is safe from hackers and identity thieves.

COOKIES

DOWN SOUTH CUSTOM WHEELS, like most sites, uses a feature of your browser to set a "cookie" on your computer. We cannot tell your name or any personal information about you based solely on the cookie. All the cookie tells us is what functions you perform when you are on the site so that we can personalize your shopping experience. Every browser allows you to reject cookies or to choose which cookies you will accept. Rejecting cookies, however, may sometimes interfere with your ability to use all the features of our site. 

PRICES

Prices on websites are subject to change without notice. 

ORDER PLACEMENT

HOW DO I PLACE AN ORDER?

For your convenience, you may place an order with us online or by phone.

Enjoy a worry-free shopping experience 24 hours a day, or during select times get answers to frequently asked questions by one of our product experts.

SHOP ONLINE

Save time and money by shopping with us online. Follow our quick and easy check-out process to order the best aftermarket wheels, tires, or accessories.

Our online store is open 24 hours a day, 7 days a week, giving you the freedom to order whenever from wherever.

SHOP BY PHONE

Find the right parts and buy with confidence by ordering with us over the phone. Just answer a few questions about your vehicle and put our ambitious experts to work for you.

WILL I PAY SALES TAX?

Yes, we do business in many states and carefully adhere to the federal, state, and local tax codes when purchases are made with us.

WHAT CREDIT/DEBIT CARDS DO YOU ACCEPT?

• American Express
• Discover
• MasterCard
• PayPal Cash/ Credit Card
• Visa
   

WHEN DO YOU CHARGE MY CARD?

We require payment upon order. Once you complete your order, we charge your card the same day.

EXPEDITED SHIPMENTS

Down South Custom Wheels is proud to offer fast, free ground shipping to all of our customers. For expedited shipping, please call us before your order is placed.

DETAILS ON EXPEDITED SHIPPING:

• There is an additional cost to you.
• Only applies to the time the product is in transit to you.
• Does not reduce the processing time.
• Shipping Notification and Receipt
• Most items do not require a signature upon delivery, though the carrier may add a signature requirement based on the delivery location if they feel that leaving it may create a risk. LTL freight deliveries also require a signature. Note that person signing must be 18 or older.
   

ITEMS NOT RECEIVED

If tracking shows your order was delivered but you have not yet received your order, please give us a call. Most times this can be resolved within 2-3 business days.

DAMAGED ITEMS

We carefully package each order to prevent damage, but accidents do happen. If your product arrives damaged, please follow these steps:

• Call us within 72 hours of receiving damaged items.
• Take a photo of damaged items.
• Keep all packaging and packing material.
• Prepare the damaged merchandise for pickup.
   

NOTE: If you receive a freight shipment that is visibly damaged, refuse delivery and do not sign anything.

FREIGHT SHIPMENTS

When your item exceeds the shipment limits for parcel carriers, we will have one of our trusted freight carriers deliver your order. We strive to provide freight shipping at no cost, but some locations will require an additional delivery fee. After shipment, most freight items arrive to you within 3-5 days.

FREE FREIGHT

We offer free shipping on freight items.

Some items and hard-to-reach locations may require additional fees.

Must be 18 or older to accept freight and signature-required shipments.

BY APPOINTMENT

The driver or delivery service will contact you to make a delivery appointment.

When placing your order, include a valid contact number to reach you.

Inspect Before You Sign

If your freight item arrives visibly damaged, inspect the product prior to accepting delivery.

If damage is present, DO NOT accept delivery and do not sign the delivery receipt.

Return paperwork to the driver and call us immediately.

NOT ELIGIBLE FOR RETURN:

• Freight shipments are not eligible for return.
• If there is damage to the packaging or item, do not sign the bill of lading and/or delivery receipt.
• Semi or Liftgate Truck
• Freight shipments arrive via semi or liftgate truck.
• Some addresses require an alternate delivery location; business deliveries are preferred.
• Liftgate and Non-Liftgate Delivery
• To guarantee the delivery truck has a liftgate, contact us before placing your order.
• Liftgate services may incur an additional fee.
• Drivers only use liftgates to remove and place orders on the ground.
• Driver will only help get the order to the first covered area. The customer is responsible for moving to the desired location.