My order arrived in a damaged/open box! What happens now?Updated 7 months ago

We're very sorry for the trouble! Typically FedEx is very reliable when it comes to safely transporting our packages, but accidents do happen sometimes. Fortunately, just about every component of the wheel is individually boxed inside the main box, so damage to the main box won't usually affect the parts inside. 

As for boxes that are open when delivered, this likely happened in the delivery truck while the order was being transported to your door—if FedEx puts any heavier packages on top of the box, it can pop the tape so that one end opens. If the box instead opens earlier on in transit, FedEx will either reseal the box if everything is still inside, or they will return it to sender. In the cases of boxes opening inside the truck, the delivery driver will take care to deliver the package with the open end facing up to prevent any loss of items.

If you receive a box that shows signs of damage to the exterior or has an open end, please remove all interior boxes and check to confirm that all parts are present and accounted for. If anything is missing (or damaged), just let our customer service team know and we will get replacements sent out.

Please note that we are not able to send replacements for the exterior box itself (there is no way to safely transport an empty box) and we are not able to send a full replacement of the product unless all parts of the original product have been damaged or are missing. Photos of all damaged parts and box will be required in order for a full replacement to be sent out, and we may require the damaged parts to be sent back so that they can be recycled.