Need help? Please refer to the list of frequently asked questions below.
WHAT PAYMENT OPTIONS ARE AVAILABLE?
The following payment methods are accepted. PayPal（Account: email@example.com）, Bank Transfer, West Union, Credit Cards, Money Gram PayPal is safe and convenient and is the preferred form of payment. For PayPal payment, there will be 3.5% PayPal fee added. For other payment methods beyond the PayPal, please contact us for instructions.
HOW SOON WILL YOU SHIP MY RIMS/WHEELSETS AFTER I ARRANGED THE PAYMENT?
If the rims or wheelsets are in stock, we will ship them within 3 business days. For special or OEM orders, it will take 7~15 days for rims manufacturing.
WHAT SHIPPING METHOD DO YOU USE?
Normally, we ship the products by EMS directly. It takes about 5～7 business days for your parcel to arrive. If the customer wants to use faster shipping method, like DHL, FedEx, UPS etc, please contact us, you may need to pay additional shipping charges.
Delivery time depends on destination and other factors. If you have not received your shipment within 30 days of payment, please feel free to contact us. We will track the shipment and get back to you as soon as possible. If you still do not receive the package for 2 months, we will arrange to redo the products for you or arrange a refund.
Note: we will not provide shipping refunds due to weather related delivery delays.
WHAT HAPPENS IF MY PACKAGE ARRIVED AND IT WAS DAMAGED?
Your rims will be packed and protected carefully to make sure that they are in good conditions. If an order arrives to you with obvious shipping damage, please refuse to sign for it. Then the package will be returned to Btlos Bicycle and we'll redo the products for you or arrange a refund.
If you have signed for the package and then find shipping damage, please contact us immediately. We will help you to solve the problem as soon as possible. Please save all packaging and paperwork for the order if shipping damaged.
HOW MUCH CUSTOMS DUTY (TAXES) DO I HAVE TO PAY?
All taxes and customs charges are under the responsibility of the customer. To ensure minimum tariffs or no tariffs, we will help to declare as "Gift/Sample bike rims" with low value. We can make a low-value invoice to help you clearing customs and pay fewer taxes. If you have any specific request on this, please contact us by email. We will do our best to help you solve the problem on your side.
We also work with a shipping company which provides the tax pre-paid duty. If you are interested, please contact us directly!
WHAT IS YOUR WARRANTY POLICY? VIEW OUR WARRANTY POLICY HERE.
ABOUT THE BUYER PROTECTION
WHAT GUARANTEES CAN I GET?
All products on our website have the Returns & Refund guarantee. If you are not satisfied with the product you received or not as described, please contact us to agree on a solution. We highly value customer satisfaction. We will resolve the issue as soon as possible. If the solution you are not satisfied, you can ask for a refund by opening a PayPal dispute in PayPal.
ABOUT WHEELS OR RIMS
CAN I SEND MY HUBS TO BTLOS BICYCLE?
Yes. The wheelset will be built well before shipping. Contact us by email before sending the hubs.
WHAT TEST DID YOUR PRODUCT HAVE?
Our rim testing is based on EN 14781 standard.
Below is a list of our rims which is UCI Certified.
Road rims: clincher 30mm deep, 38mm deep,50mm deep,60mm deep
ARE YOUR WHEELS ARE HAND BUILT?
Yes. Of course.
DO YOU TEST ALL YOUR PRODUCTS BEFORE DELIVERY?
Yes. We have 100% test before delivery.
HOW TO PLACE AN ORDER?
- Select the products, then add to the shopping cart, click the "Pay" button. Choose your preferred payment method on the checkout page.
- Contact us by firstname.lastname@example.org. Our sales will send the proforma invoice to you.
- Call or contact us online.
WHAT'S THE MINIMUM ORDER QUANTITY? IS THERE A DISCOUNT FOR BULK PURCHASES?
The MOQ of rims is 1/piece. The MOQ of the wheelset is 1/pair. We offer big discounts for bulk order. For more favorable prices, please feel free to reach us.
DOES YOUR COMPANY OFFER CUSTOMIZED DECALS OR PAINTING?
Customized painting or logo is acceptable. You only need to email us the pictures or describe what you would like. Then we can manufacture accordingly for you. Before shipment, the picture will be sent to you for confirmation.
HOW DO I CANCEL AN ORDER?
Email us at email@example.com.
ABOUT OUR FACTORY
CAN I VISIT YOUR FACTORY?
Yes. Welcome to visit our factory.
WHY CHOOSE US?
We have 6 years of experience in designing and producing high-end carbon bicycle rims.
- We are the direct manufacturer.
- All the carbon fiber raw materials come from Japan. We only use pure carbon fiber material.
- We have professional technical personnel and designer team.
- We have strict test standard and quality control system.
- We have good after-sales service team.
- Passed EN and UCI quality test.
- Quality warranty period: 18-mount.
HOW DOES YOUR FACTORY HANDLE QUALITY CONTROL?
Quality First! To provide customers with quality products is our goal and the basic mission.
- All items have passed a lot of professional riders test. All raw material used are inspected before producing. All rims will be checked and cleaned before packing into the carton.
- Workers care about every detail in the production and packaging process.
- QC team especially responsible for quality, check in each step, In-house inspection report available for checking.