What photos do I need to send if there’s shipping damage or a problem with my order?
Having clear, thorough photos of any damage, defects, or incorrect items ready when you contact us will help our team resolve your issue as quickly as possible. For shipping damage, photograph all packaging and affected items. For tire warranty claims, a photo of the DOT number and tread depth with a gauge are required.
If something is wrong with your order, having the right photos ready when you reach out to us will help our team resolve the issue as quickly as possible. Clear, thorough photos are essential for processing damage claims, warranty claims, and any other order related concerns.
Do not install damaged items.
Here is a complete guide to what to photograph depending on your specific situation.
General photo guidelines
Regardless of the type of issue, here are a few tips for taking photos that will help our team assess the situation quickly:
- Use good lighting and shoot from multiple angles - close-ups of the damage and wider shots of the full item
- Don't edit, filter, or crop photos before sending
- If multiple items are affected, photograph all of them
Shipping damage
If your order arrived with damage that appears to have occurred during transit, here is what to photograph:
- Each damaged item — full shots and close-ups of damaged areas
- Exterior packaging (boxes, pallets, wrapping) — any dents, punctures, tears, or crushing
- Interior packaging — how items were packed and any damage to protective materials
- Delivery paperwork — especially if you noted damage before signing
Wheel or Tire delivered with defects or damage
If you believe a wheel arrived with a defect or damage, here is what to photograph:
- Close up photos of the specific area of defect or damage
- The full face of the wheel or tire from straight on
- Shop paperwork from a professional inspection if available, as this is recommended for warranty claims
Incorrect items
If you received an item that does not match what you ordered, here is what to photograph:
- The full item from multiple angles so our team can clearly identify what was received
- Any labels, stickers, or part numbers visible on the item or its packaging
- If the incorrect item also arrived damaged, include photos of the damage as well
Missing items
If part of your order appears to be missing, photos may not always be required, but the following can be helpful:
- A photo of all items received laid out together so our team can see exactly what arrived
- A photo of all packaging materials to confirm the missing item was not overlooked during unpacking
- A photo of your packing slip if one was included with your shipment
Wrong size or finish
If the size, finish, or style of an item does not match what you ordered, here is what to photograph:
- The full item from multiple angles
- A close up of any size markings, finish descriptions, or part numbers on the item or its packaging
- A photo clearly showing how the item differs from what was expected, such as a size stamp on the tire sidewall or a finish difference on the wheel face
How to send your photos
Once you have all of your photos ready, here is how to get them to our team:
- Contact Us with your order number and a description of the issue
- Attach your photos directly to your message or email so our team can review everything at once
- The more information and photos you can provide upfront, the faster our team will be able to assess the situation and get a resolution started for you
If you are not sure what photos are needed for your specific situation, contact us with your order number and a description of the issue and our team will let you know exactly what to send to get things moving as quickly as possible!