FAQ

ORDERING FAQ

  • For some of our best-selling models, we may have stock available (freshly produced). If you need your order urgently, please leave a message in your order notes, and we will prioritize stock wheels for you. If we do not have stock available, but you need your order urgently, please leave a message in your order notes, and we will expedite your order on the production line.

    We are committed to getting you out on the trails with BTLOS products as quickly as possible.
    If you do not leave a note for expedited processing, we will produce a fresh set of rims/wheels for you, with an estimated delivery time of 7 to 13 business days.

  • Once your order has passed all quality checks and is packaged up, we will send you a shipping notification email with tracking details. Please allow up to 24 hours for the tracking to be activated.

  • For shipments to Europe, we typically use air shipping, which already includes customs duties. This door-to-door service means you won't need to handle or pay any additional customs duties. Your package will be delivered directly to your doorstep.

    For shipments to the United States, Canada, Australia, and other countries, we will assist you in declaring a lower value to minimize or eliminate customs duties. Based on our experience, you generally will not incur customs duties, or if you do, they will be minimal.

  • For shipments to the USA, we typically use EMS or FedEx:
    FedEx: 5-7 business days.
    EMS: 8-15 business days.

    For shipments to Europe, we typically use air shipping (tax included):
    Air shipping: 2-3 weeks.

  • We understand that circumstances can change, and we regret any inconvenience caused by your need to cancel your order. If you simply placed the wrong order and need to cancel, please contact us, and we will assist in correcting the order before it's processed. However, if you wish to cancel for other reasons, or if you cancel within 2 business days of purchase, a 5% processing fee will be deducted from the refund amount. Please note that after this initial 2 business days’ period, a 10% restocking fee applies for cancellations due to our products being made to order.

  • If you have any changes in mind for your order, please notify us as soon as possible. We will make adjustments according to the actual production progress. However, once your wheels are already built, we are unable to make any further changes.

  • If you find that the packaging of BTLOS products is damaged, please report this on the delivery receipt or refuse the package directly.

    If you refuse the package, the shipping company will provide you with a compensation number, which you can email to us. We will cooperate with the shipping company to handle the compensation. However, we will also arrange for new wheels for you as soon as possible.


WHEELS FAQ

  • Absolutely! You can specify this preference in your order notes.

  • Certainly! If you want us to build wheels using your own hubs along with BTLOS rims, please email us at sales@btlos.com. We'll guide you through sending your hubs to us and help you set up a purchase order before we start building your wheels.

  • If you're having trouble finding the rim or wheel you're looking for on our website, don't worry! Our online catalog only includes our most popular items. However, we'd be happy to help you find what you need. Please send an email to sales@btlos.com with information about your riding style, the terrain you'll be riding on, your tire selection, frame, and budget, and we'll recommend some products that are right for you.

  • No, you will need to use our valve stem and tape installation service on our website here.
    https://btlos.com/accessories/mtb-valve-stem-and-tape-installation-service
    After this service, your wheels will be shipped tubeless ready, with tape and valves already installed. All you'll need to do is mount a tire and add sealant before hitting the trails!

  • Yes, we do sell single wheels. You can purchase either a front or rear wheel separately. Please let us know which one you need, and we will provide you with the price.

  • Yes, we can customize decals for you. Please send us your design file, and we will create a design proof for your approval. The cost for custom decals is approximately $40 per color, depending on whether it's a single color or multiple colors.

  • We do not typically use nipple washers. our rims are designed with strong enough nipple holes to provide sufficient support for the spokes. However, if you prefer to use nipple washers for added security, you can certainly do so without any issues.

  • Yes, you can email us to discuss more details. sales@btlos.com

  • Certainly! Please provide us with details about your hub, lacing pattern, and any other relevant information, and we will calculate the spoke length for you.

  • We provide an OEM/ODM manufacturing service for companies that wish to create their product line. We assist with product engineering and mold design, and the customer is responsible for paying for the mold(s). This process allows for lower costs since the customer owns the mold(s).


PAYMENT FAQ

  • Yes, you can pay with a credit card. We accept most major credit cards for payment.

  • We accept the following payment methods: PayPal (account: pay@btlos.com), bank transfer, credit card, and others. PayPal is the preferred and secure method of payment. A 3.5% transaction fee will be added for PayPal payments. For payment methods other than PayPal, please contact us for instructions.