FAQ
1. How to place an order?
1) On our web store, click on the product you would like and add to your shopping cart, and then just follow the checkout process to complete your order directly. This is the easiest and most convenient way. We will send you an order confirmation email after receiving your order.
2) E-mail us (sales@carbonalbike.com) your desired order details and payment method and we will create an invoice to confirm with you via email.
2. General inquiries?
1) Please e-mail us: info@carbonalbike.com;
2) Call us at 0086-13779941845 during business hours: M-F 9:00AM-6:00PM GMT+8.
If you do not receive a response, please check your spam folder or resend your message.
3. What’s the warranty of products?
5 years warranty and 2 years crash replacement policy, please head over to our Warranty Policy for more information.
4. What’s the MOQ requirement?
One piece/set. For OEM inquiries, please send email to: sales@carbonalbike.com to discuss.
5. Can I add graphic design on products?
Yes, all carbon rims/wheels are 100% customizable at Carbonal bike factory, please send email us (sales@carbonalbike.com).
6. When I can't find the product on web site, how can I do?
Just ask and contact us. Since we manufacture every single one of the carbon products we sell in our own factory, we have ability to get products with custom finishes, or graphics.
7. What forms of payment do we accept?
PayPal, Debit or Credit Card, Bank / Wire transfer, Western Union, Alipay, Wechat Pay. Please head over to our Payment page for more information.
We are doing our best to ensure you a wonderful shopping experience with us. Currently, we provide simpler, more efficient, and more secure Paypal and Credit card payment in our online store. No matter what methods you prefer, you need to select your items and add them to your shopping cart, that's for sure.
8. Is your payment method safe?
Yes! Please rest assured that Carbonal will warrant that your information including the sensitive information submitted by you is protected both online and off-line. While you are making the payment, the page is secure, encrypted and protected with encryption software, SSL.
9. Why was my payment declined?
If you have trouble paying via credit card, please check the details of your card information to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Please ensure that you have not reached the card limit or your card is not suspended by the bank for a review. In the case that your payment is still refused, we suggest you try a different card or pay us via PayPal.
10. How long does it take to ship after placing an order?
All Carbonal carbon rims / wheelsets are made to order and therefore have a 2 ~ 4 weeks production time, high TG rim brake clincher rims and wheelsets may take longer.
If you are in a rush, please leave a note at checkout or email us at sales@carbonalbike.com to discuss.
11. How do I track my orders?
After the order ships out, you will receive a shipment email with the tracking number provided. If you have not received an email about your order being shipped then please contact sales@carbonalbike.com for further assistance.
12. Why is the tracking number not working?
When we ship our packages to you, there might be no immediate updates from the shipping company due to the fact that your package is in transit. Once it has reached the next sort facility, it will update. It may take a couple of days to see any activity once the order is shipped out from our factory.
If there is still no shipping information after a few days, please email us at sales@carbonalbike.com. Our team members will get back to you within 24 hours generally and check order status for you.
13. Do I need to pay the Duty?
We provide a Tax Prepaid Delivery (TPD) shipping option. TPD delivery way is mainly for customers from EU (European Union). This delivery method typically takes approximately 2 to 3 weeks in transit. With TPD, you won't be required to pay any customs tax or Value-Added Tax (VAT) costs.
For further information, please visit our shipping page.
14. How long does shipping take?
Shipping times vary as we do ship worldwide. Average shipping time is about 7 to 20 working days. Your tracking number will be updated 1-3 business days after your order has been shipped.
15. What can cause delays on my order after shipment?
The most common factors may cause to the delay are as following:
1) Misspelt, incompleted, or outdated address when the carrier fails to delivery the package.
2) Unforeseen circumstances at the local post office, postal strikes, customs clearance, or weather.
3) The carrier may take 1-2 business days to register and receive parcels. This will affect your shipment status.
4) Public Holidays in your location and ours can also cause delays during the processing time.
16. How to change my shipping address?
Please email us at sales@carbonalbike.com first to submit your ‘changing address’ request.
Generally, we can only update your shipping address before shipment. To ensure that your package can be properly delivered, please ensure that your address is complete and correct with all information including apartment/suite/room numbers.
17. What should I do if the outer packaging is damaged when I receive the package?
Please do inspect the package when you sign. When you receive the package, it's best to open it up and check for damage before signing. Inspect the rims or wheels carefully, especially if the outer packaging looks like it has been handled roughly during transit. If the product (rims/wheels) is no damage, then it's okay to sign.
If the product has been damaged, you need to report this on the delivery slip, and refuse to sign the package, it will be returned back to Carbonal. Carbonal will re-arrange shipment within 2 weeks after receiving the returned package. If you sign for the package and do not report any damage of the rims/wheels then there is no recourse we can have against the delivery company and, unfortunately, you would be responsible for purchasing any replacement product.
18. Do you have any shipping insurance?
Yes, all Carbonal packages have been covered by insurance for any damage or loss in shipping. Please contact us at once if this happened to you.
19. How do I modify my billing address?
Please note that we only need shipping address for order delivery. Nothing will be sent to billing address. So you do not have to modify your billing address.
