FAQ
Buying from Handler Wheels? What to know:
We strive to get your new wheels to you as quickly and safely as possible. Here's how it works:
Order Confirmation:
- You'll receive an email confirmation within an hour of placing your order (check your spam folder if needed). This means your order is prioritized for processing.
Processing Times:
- Packages typically ship within 3 business days.
- Wheel and tire packages are custom-made for each order. Mounting and balancing are done once the order is received by our installation team, usually within 4 business days of ordering.
During rush season, holidays and during a sale, processing times may be slightly longer due to high order volume. We appreciate your patience!
Shipping Confirmation:
- Once your order ships, you'll receive a confirmation email with tracking information. Allow 1-2 days for tracking to become active.
- We use various carriers to ensure the best option for your order:
- Canpar (2-7 business days)
- GLS (2-7 business days)
Wheel and tire packages:
- Our wheel and tires packages include 4 wheels, 4 tires, 4 TPMS (if applicable) and come mounted & balanced.
- Some vehicles will require a special tool or visit to the dealership to program the TPMS sensors. This is not due to our products, it is due to the design of your car’s tire pressure monitoring system.
- Please always correctly adjust the tire pressure and use a hand torque tool to adjust the wheel torque to the manufacturer's spec. Let us know if you need help figuring it out.
- Installation is available in house, please contact us to book.
Shipping or Pickup in store:
- Many of our products can be shipped directly to your address, be prepared for pickup at our shop in Saint-Laurent or even installed onto your car.
- Wheel and tire packages are custom-made for each order. Mounting and balancing are done once the order is received by our installation team, usually within 2 business days of ordering.
- Packages containing Nokian tires are only available for pickup or installation at the Handler shop in Saint-Laurent.
- We will ask for a piece of GOVT issued ID that matches the name on your credit card for all pickup orders.
- To book the installation of your new wheels and tires, please email info@handlerwheels.com or call us at 514-548-2181.
Shipping and Return Costs:
- Shipping & handling is usually free across Canada. However, in certain remote locations, extra shipping fees will apply. We will reach out to discuss the extra fees by email before charging anything. If you don’t agree to the shipping charges, a full refund will be granted.
- We are never responsible for shipping charges for returned products. Speak with us and we will do our best to be reasonable. Please keep in mind that we will always need to recoup the shipping charges that we paid to originally ship you the goods.
- Restocking fees will apply.
Backordered Items & Unforeseen Circumstances:
- If an item is backordered, we'll notify you via email. You may also see this information in the product description when you place your order.
- Sometimes accidents happen! Our suppliers may have errors in their system that give us incorrect info on inventory and specs. Please be patient with us and we will do our best to sort out any issues.
- If for whatever reason the order hasn't shipped and we cannot provide you what you want, we reserve the right to cancel all orders and refund you 100%.
Risk of Loss:
- Once your order is picked up by the carrier, the risk of loss transfers to you. Handler Wheels is not responsible for lost, stolen, delayed, or "delivered" packages after they leave our warehouse. But we will do our best to help you retrieve it.
Damaged Shipments:
- If your package appears significantly damaged upon arrival, take clear photos and email them to our Customer Service team (info@handlerwheels.com) within 72 hours. Keep these photos for filing a claim with the shipping carrier.
- For damaged contents, you'll need to open the package and file a claim directly with the carrier. Once a claim is approved, the replacement will be limited to the specific damaged part, not the entire shipment.
Signature Required:
- Orders exceeding $200 may require a signature upon delivery.
International Shipping:
- Handler Wheels ships worldwide! International customers are responsible for all import fees, duties, VAT, GST, TAX, handling fees, and other import costs associated with your country. We only charge for shipping & handling.
Reporting Issues:
- Damage: If your packaging or items appear damaged upon inspection, please notify us within 72 hours of delivery. Do not use or install damaged items on your vehicle. We recommend having the delivery agent note any damage on the package. Keep all packaging materials for insurance claim purposes.
- Wrong Items: If you receive incorrect items in your order, please notify us within 72 hours of delivery.
- Wheel balancing: If you feel a vibration upon the installation of your new wheel and tire package, please first ensure that you used all the correct installation accessories (Hub rings, new nuts/bolts) if they were required. Check wheel torque and inflation pressures. If the problem persists, please email info@handlerwheels.com or call us at 514-548-2181 with your order number and we will try and find a solution.
We take pride in careful packaging and ensuring your wheels arrive safely. If you have any questions or concerns, please don't hesitate to contact our Customer Service team.