FAQ
Q: When will my order ship?
A: We make every effort to have your order shipped within 24 hours of processing, however our shippers do not pick up shipments on weekends or holidays. They will pick up shipments the following business day.
Q: How do I find my tracking numbers?
A: You will receive an email from support@gwgwheels.com with a link to your tracking numbers within 24 hours after your order has been finalized. This is usually 24 hours after your order is placed. The link contained in the email will take you to the shipping website where you will find the scheduled delivery date.
Q: An item I ordered is missing. I only received part of my order, what should I do?
A: If you only received a partial order, please call or email us to resolve the issue. Call 718-297-9600 or email customer care team at support@gwgwheels.com and one of our knowledgeable customer care specialists will be able to assist you.
Q: Can I ship directly to an installer?
A: Yes. We recommend contacting the installer and letting them know, so they are expecting a shipment for you. We also recommend you get a contact person's name at the installer location so you can confirm they have received your shipment.
Q: Can i return an item?
A: Yes you can. Just call us at 718-297-9600 or email us at support@gwgwheels.com to process a return.
Q: I want to order via phone, fax or mail. How do I do that?
A: You are more than welcome to call us! Our phone number is 718-297-9600. We have customer service representatives available during these hours:
Monday - Sunday
9 a.m. - 9 p.m. EST
Q: I'm concerned about giving you my credit card. Can I trust your site to be secure?
A: You can be fully assured that our website is a secure website. Your personal information including credit card number, is transmitted over the Internet via an SSL (Secure Socket Layer) encrypted session. This method ensures that only the person who you choose to send information to is the person that sees it.
We have chosen Paypal to be the verifying authority as to the level of security our website maintains. They have issued our company a certificate stating that: This site has a Paypal Secure Server ID.
1. Paypal has verified the organizational name and that Gwg wheels has the proof of right to use it.
2. This site legitimately runs under the approval of Gwg wheels.
3. All information sent to this site, if in an SSL session, is encrypted, protecting against disclosure to third parties.
Included in the certificate are the effective dates of our secure site certificate.
Q: What is your Company's Shipping & Handling Policy?
A: Packages are shipped Monday through Friday. Please allow up to 5-7 business days for FedEx ground shipping to deliver to your door.
Q: Shipping and Damage Insurance
A: If your package is lost, stolen or damaged, by selecting Shipping and Damage Insurance, we will prioritize your order to the front of the line and immediately ship your replacement via 3 Day FedEx at no charge.
Q: I just ordered online, but I am unsure my order went through. How can I be sure?
A: An order confirmation email will be sent within minutes of placing your order. If you do not receive an email, please call customer service at (718) 297-9600 and a representative will be happy to assist.
Q: I'm new to your site, where do I start?
A: If you know the Make, Year and Model of the vehicle you're shopping for, proceed to Shop for your Vehicle. Here, you can see every product we offer for your specific vehicle.
Q: Can I place an order on the website that is Tax Exempt?
A: At this time, Tax Exempt customers must call (718) 297-9600 or email our customer service department at support@gwgwheels.com to place their order. You will be asked to show your valid Tax Exempt certificate.
Q: What is your return policy?
A: To begin the return process, Please call our Customer Service Department at (718) 297-9600 to obtain a return authorization number. Your return authorization number is valid for a period of 30 days from the date you received your order. Any returns without a valid return authorization number will be refused. Please write the return authorization number below our return address on the outside of the box.
Q: Return Policy for Holiday Purchases
A: In the case of items purchased as gifts during the holiday season, we do extend our return policy from the standard 30 days through the end of January. You can purchase at any time before Christmas with the peace of mind that the person for whom you bought will have a stress-free return time frame.
Q: How do you know what wheel fits my vehicle?
A: We know a vehicle's critical component measurements inside and out. We use sophisticated electronic tools that allow our fitment engineers to create extremely accurate drawings of these parts. We do the same for the wheels that we offer and then use Computer Aided Design (CAD) programs to match the wheels to the vehicles. Using these electronic tools we verify numerous different critical areas before a wheel can be listed for a vehicle.
Q: What is the purpose of centering rings? Are they required?
A: Some wheels are designed to fit multiple vehicle models and will use a centering ring system to reduce the bore size to match the hubs of different vehicles. These rings help to keep the wheel precisely centered on the vehicle hub as the lug hardware is torqued down. The clamping force of the lug hardware in the lug seats is what mechanically centers and secures the wheel in place on the hub.
Q: Can I reuse my Original Equipment (O.E.) TPMS sensors instead of buying new sensors when I purchase new wheels?
A: A vehicle's O.E. sensors can be reused with new wheels. A qualified installer will need to remove the sensors from the previous wheels and install them on the new.A: A vehicle's O.E. sensors can be reused with new wheels. A qualified installer will need to remove the sensors from the previous wheels and install them on the new.
The following parts will need to be replaced by your installer when reusing O.E. sensors:
• Rubber grommet seal
• Aluminum valve nut
• Aluminum or plastic TPMS-compatible valve cap with an internal O-ring seal
• Nickel-plated valve core
• Various valve washers or rings where required depending on the application
Q: What are lug centric wheels?
A: Many wheels are lug centric and do not require the use of a centering ring. They are typically found on truck and SUV fitments. On these applications, the center bore of the wheel is larger than the vehicle hub diameter to allow for various hub/axle configurations that may have been an option from the factory. These wheels need to be installed with the wheel/tire assembly off the ground when the lug hardware is torqued. This allows the lugs to properly center the wheel and secure it on the mounting surface of the hub.
Q: What happens if I don't buy Tire Pressure Monitoring System (TPMS) sensors when I buy new wheels?
A: It depends on the vehicle. If a sensor is not installed or the system is not functioning properly, most vehicle's TPMS warning lights will flash at start-up then stay illuminated until the TPMS problem is resolved and sensors are installed on the vehicle and registered to it.
Check with your vehicle owner's manual for information regarding your vehicle.
Q: What does offset mean? How does it relate to backspacing?
A: The offset of a wheel is the distance from its hub mounting surface to the centerline of the wheel. The offset can be one of three types (measured in millimeters). Backspacing, similar to offset, is the distance from the hub mounting surface to the inside lip of the wheel (measured in inches).
Q: Why do I need to re-torque the lug hardware on new wheels?
A: It's very important to go back and re-torque your lug hardware after the first 50-100 miles of driving on your new wheels. The lug seats of the new wheels will slightly compress and loosen up under the lug hardware as you begin to drive on them. Once this initial breaking in period is over and you re-torque the wheels, it should not be required again until you remove the wheels for rotation or service. Failure to re-torque the lug hardware can allow the lugs to loosen up causing serious vibrations, and in many cases, damage to the wheels, lug hardware, and the vehicle.
Q: Why don't you have wheels listed for my vehicle?
A: Proper size is more than a round wheel of an exact diameter. To properly fit a vehicle a wheel must have the proper bolt pattern, centerbore, offset, width and load capacity to match the measurements we've taken from the vehicle itself. If a wheel's measurements and specs aren't correct for a vehicle, it will not be listed in search results.
Sometimes, if a vehicle is brand new or is an exotic brand, we won't have immediate access to it for measuring purposes. Wheels won't be listed as a match until we can get the necessary measurements.
We set stringent guidelines for the wheels we offer so that you can be sure you are getting the right fit.
Q: Can I use my O.E. hardware when I buy new wheels?
A: If your new alloy wheels arrive packaged with brand new hardware, it's critical that you use only the new hardware we provided with the wheels! Do not use your vehicle's original lug nuts or bolts unless your invoice has a note instructing you to re-use your original hardware.
Keep a set of your original lug nuts or bolts in your glove box or trunk in case you need them to mount your spare wheel and tire in an emergency! The same is true for any adapter sockets, locking lug keys, or extenders we send with your new wheels.
Q: What is the proper torque for wheel installation?
A: Proper installation requires that the wheel lug torque be set to the recommended specification for your vehicle. These torque specifications can be found in your vehicle's owner's manual, shop repair manual or obtained from your vehicle dealer.
Since the thickness of an alloy wheel can differ from Original Equipment wheels, also verify that the lug nuts or bolts will engage the threads.
Q: Why can't I view wheels on my vehicle?
A: Though we try to bring as many vehicles into our studio as possible, there are some make/model/year combinations that aren't available to us (ever or temporarily) to photograph for our website.
When this is the case, it may be confusing since we take you directly to wheel search results without the option to see the wheels on the vehicle (and without any explanation). We know that's frustrating. Bear with us as we work toward an update that adds a message stating the functionality isn't available for that vehicle at that particular time and also work through the archives to add images as we can.