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Frequently Asked Questions Security of Your Personal Information: Motowheels utilizes the latest security technology to protect your personal information. All information you submit to us is securely encrypted using industry standard SSL (Secure Socket Layer) technology. This process makes it extremely difficult for anyone else to access or decode the information. The information you provide us will remain confidential and will only be used for shipping and billing purposes. You can tell when you're in a secure environment by the following signs: the URL to the left of the colon changes from "http" to "https" to symbolize that this site is using SSL technology and all SSL capable browsers display a symbol (usually a complete Key or Closed Lock) when operating in a secure environment. The safest, most efficient and secure way to order is online. For your security, our secure credit card processing companies do not allow us access to your credit card numbers and we can only apply credits (not charges) to your invoice. We do not keep your card numbers on file. You will never have to worry that your credit card number may show up on a scrap of piece of paper or invoice sent through FED EX or the mail. For your additional protection, we run all of the orders through several fraud protection programs to ensure no unauthorized users are using your card with out your permission. We ask for a few key pieces of information that only the actual card holder should have for your protection. You will always get order and delivery confirmations sent to the email address or FAX phone numbers that we have on file for you. We work closely with law enforcement authorities to prosecute fraud cases. When ordering online, the card is charged automatically and an invoice with all the shipping information is created for our shippers. If there are any changes to your order, we can credit (but not charge) your card for anything that we do not ship or for shipping credits. If you need to add to the order, you must contact us because we have no access to your card numbers. If you have difficulty submitting your card, please call the 800 number on the back of your card before trying again. Our website requires that the billing address and name match the card. Banks will automatically reject a charge if multiple attempts are made with the incorrect information. You will need to call the bank to clear the card, before trying again. Please contact us if you experience any problems ordering. International orders: In some cases, we may require additional information (such as photo identification and account/billing/shipping address verification) to process International orders. We will contact you after we receive the order for this information if we have any difficulty processing these orders. We are available via email:
Online orders: We will begin processing your online orders immediately upon receipt of your order. The website automatically charges your card and creates shipping information so we can ship your order the same day if it is ordered online before1 PM pacific time unless notified otherwise in the case of a back order or special order. How to Contact Us! Our phone lines are often very busy. The best way to contact us is by email. We provide tech support but we prefer to communicate via email as it allows us to focus on each individual order in front of us. Email allows us to share information with others, send written instructions, links and pictures. We will call you if it is complicated. We have a staff of full time experienced motorcycle enthusiasts that can help you find the right product for your needs the first time. We try everything we sell and we know what works. We truly enjoy working with our customers. All of our calls are routed to voice mail when we are busy with customers. Shipping is a priority here. Please keep in mind, we service customers all over the world each day (in several different time zones) with a very small staff and we must complete our tasks in a timely and accurate manner. (If you have tried to complete a task while answering phones, you know what we are talking about). Email allows us to organize our time and accurately organize your orders. You may find that we get back to you quickly by email. Email: Retail Sales:
Accounting/Administrative: Dealers / Wholesale sales: Advertising / Special events: Matt@motowheels.com Shipping: Customer service: matt@mo towheels.com Retail Phone: 916.369.2509 Dealer Phone: 916.369.1468 FAX: 916.737.5109 Address: 11306 Sunco Drive #1 Rancho Cordova, CA USA 95742 STORE HOURS: Monday-Friday 10:00AM-5:00PM, Pacific Standard Time Payment Methods: Motowheels accepts Visa and MasterCard. After filling out our online checkout form, an invoice number will be generated and an order confirmation will be sent to you by email. A payment receipt will be sent to you with the merchandise. Please keep this payment receipt for reference in case of exchange or refund. The order confirmation that is provided online at the time of your order does not serve as your official receipt. The official receipt is the payment receipt that is mailed to you with the merchandise. International payments: Due to increased fraudulent activity, in order to use a credit card we may need you to email or fax a copy of your ID, credit card used for this order and a page from the most recent credit card statement. On the credit card you can block out the first 12 numbers to be safe, we only need to see the last 4 digits. We limit first time International credit card users to $500 for the first 60 days. The other option is to pay via wire transfer in which case we will offer you a 2% discount on your order. Sales Tax Information: Due to the location of our stores, we are required by law to collect applicable tax on all shipments to California and billed to a California resident. No tax will be added to orders that are billed outside of California and shipped to addresses outside of California. If applicable, the appropriate tax will be automatically added to your order total. Product Quality Guarantee We guarantee all merchandise to be free of defects in materials and workmanship. If a problem occurs, we will revalue or replace the item at our option and to your satisfaction. This guarantee does not cover normal wear and tear or shipping damage. We insure all of our shipments so please keep the original shipping box if you experience any damage or loss. If you experience any problems with the quality of our products, please contact us via email at sales@motowheels.com by FAX at 916.737.5109 or at the shop 916.369.2509 Monday-Friday 10:00AM-5:00PM, Pacific Standard Time. We will be happy to serve you. Pricing: Since we import
products from overseas, the pricing is subject
to change daily due to the exchange rates. You
can get an idea of pricing trends by monitoring
exchange rates: Important:
Shipping Options & Charges New FED EX Policy: FED EX requires signature on all orders over $500. Lower value shipments are up to the discretion of the driver. Consider shipping to your work if you will not be available or cannot make arrangements with your driver. Our website charges exactly what UPS/FEDEX charges us. We use FED EX in most cases as the price, delivery, support and tracking is better. International shipping
charges: Our website quotes UPS-
but we ship FED EX or USPS depending on
the size as it is always less expensive. We will
credit your card any savings after the actual
costs are determined. We can also ship via USPS if you write
"Ship USPS" on the company line of the order
form. USPS will take a week longer for
delivery. Please email The "HANDLING" charge is actually FED EX Insurance based on value, oversize charges, fuel surcharges and any extra packaging material that is required to ship the product safely. All orders include shipping insurance based on retail value. The product "WEIGHT" and dimensions listed on the website is for shipping purposes only. It is the final shipping "dimensional weight" size required by shipping company with packing. Signature may be required. The signature is required on orders valued at $500.00 USD or higher. Signature may also be required for less expensive orders. This is often up to the discretion of the driver as they are financially responsible for all deliveries. On expensive items, we will request for a delivery confirmation which will also require a signature. So please watch your tracking numbers for the delivery date. In most cases, you can ask them to deliver to your neighbor if you are not home by leaving a note. Online orders: we will begin processing your online orders immediately upon receipt of your order. The website automatically charges your card and creates shipping information. Because of our large inventory, we can process your order and ship in stock items the same day if it is ordered before 3PM Pacific online or 1pm via phone. You will get automated tracking information via email. You will find that online orders are more efficient, accurate, faster and secure because no one has access to your card numbers but your bank Our website states inventory amounts but it may be incorrect due to call-in orders, walk-in sales and miscounts. We also drop ship some items that have many color options. Please email or call us if you would like us to check stock before you order to prevent any delays or to get an ETA. Since most of our products are made overseas, there can be occasional delays beyond our control. If there is a delay, we give you an option of holding the order, canceling the order or getting a different product. Phone In orders: require additional steps and are placed in queue to ship. If you are in a rush or would like to receive the lowest prices (see racer/member program), please order online. We cannot offer racer/member prices with phone orders. Tracking
Information: We send email delivery
confirmations with all of our orders when we
are provided your correct email address. You
can check the status of your order at www.fedex.com. If youhave any problems with delivery
please contact us at If for some reason you do not get a tracking number, you can also track at www.FedEx.com by "Reference number." Enter the last 4 digits of your invoice number, zip code and county destination. The FED EX website will give you a tracking number. Our website quotes UPS but we usually ship FED EX unless another shipping method is requested with your order. Please keep in mind we have no control over Fed Ex. If you request an air shipment and it does not arrive on time (and it happens), you can make a claim with the carrier for a refund. We can help you with these claims by providing pick up information. Military, Hawaii, Alaska and Puerto Rico residents: Hawaii and Alaska require an extra day (i.e.: 2 day FED EX shipping takes 3 days). If you are in the military, we can ship to APO addresses via USPS. If you order online, we will refund a portion of your shipping charges back since the US Postal Service is usually less expensive to ship. However in most cases, the website will not accept a PO Box as a delivery address since the the US Postal service will accept only US mail at these locations. Please contact us at 916.369.2509 or email sales@ motowheels.com to submit orders. International Orders: Our website quotes UPS but we will ship via the least expensive method which is usually USPS or FED EX. If you prefer USPS. please contact us via email to ship via US Postal Service or type in "Ship USPS" in the "company line" to select that option. It is the least expensive option, but it can take a week more for delivery. . International payments: Due to increased
fraudulent activity. In order to use a credit card
or paypal we will need you to email or fax a
copy of your ID,credit card used for this order
and a page from the most recent credit card
statement. On the credit card you can block out
the first 12 numbers to be safe, we only need
to see the last 4 digits. In some cases, we limit
first time International credit card users to $500
for the first 60 days. The other option is to pay
via wire transfer in which case we will offer you
a 2% discount on your order.
BACKORDERS and SPECIAL ORDERS: In most cases you will find that we have plenty of your favorite items in stock because we are an actual warehouse with over a million dollars in inventory; we stock everything we sell. We are well known for having the highest fill rate for wheels and Ducati aftermarket parts in the country. We may occasionally have to drop ship from the manufacturer or backorder an item. You will not be charged for additional shipping if the item must be shipped separately. We will ship the item as soon as it is available or credit the amount back to your card immediately if it cannot be delivered. Although we prefer to sell from our
stock, we accept special orders on non-
stocking items with a minimum non-refundable
20% deposit with the understanding that we
have no control over the delivery times. Since
most of our items are from outside the USA we
cannot cancel an order once it is placed. We
have very little control over delivery times of
other companies, but we will try our best to
stay on top of orders or find alternative
sources. We will give you an estimate based
on our past experience, but we cannot predict
the future any better than your stockbroker
(well, maybe a little better). If the special order
product has been made or sent, we cannot
cancel these orders or refund
deposits.
Refunds & Exchanges All refunds and exchanges
will be gladly accepted when merchandise is
returned within 30 days of purchase in its
original condition with the original payment
receipt and packaging. For faster
processing-- Please contact us for an RA# for
all returns at We
do not accept returns on electrical parts,
special orders, used or modified merchandise
or closeout/clearance items.
Please be very careful when
ordering clearance or used items. Please check
fit before installation. Deposits for special
orders are not
refundable. Refunds are subject to a
20% restocking charge. You can avoid re-
stocking charges if you exchange for another
product or accept a store credit in most
cases. A
credit for the amount of the product plus taxes
will be issued on the credit card used on the
payment receipt. A credit confirmation will be
sent to you by email. There will be NO credit
for the shipping and handling /insurance
amount. If the original payment receipt is not
presented upon a refund or exchange, a store
credit will be issued when the merchandise is
returned in its original condition. If we send you
the wrong product, we will credit you back for
the return international post office or domestic
ground shipping, but we will not pay for
express return shipping.
Please keep in mind
the bank charges your card the moment you
make a purchase, but
even if we process a credit on our end right
away, credits can still
take 5 to 7 business days to post
your account. We have
no control over this. We will send you a credit
confirmation by email so you can check with
your bank. In addition please understand that
we do not have a bookkeeper on "stand buy"
to process all refunds as they occur. These are
batched and processed several times a week
by our bookkeeper who is responsible for many
other tasks.
Please
contact us if you experience any shipping
damage. All shipments are fully insured. If you
receive a damaged item please keep the
original box and packing materials. The
shipping company will pick up the damaged
item and we will exchange the item for an
undamaged item. Please contact us if the
shipping company is not responsive.
To get a refund or exchange by mail,
please contact us for a Return Authorization
number (RA#) send the merchandise
and your original payment
receipt within two weeks of your purchase to:
Motowheels Merchandise Return Dept. 916.369.2509
or International
shipping charges: Our
website quotes UPS- but we ship FED EX or
USPS depending on the cost. We will credit
your card any savings after the actual costs
are determined. We can also ship via USPS
if you write "Ship USPS" on the company line
of the order form. Please email |
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