FAQ
Frequently Asked Questions
Q：How long will it take for my wheels to be dispatched after payment?
A:We will send your items within 5 working days if they are in stock.
If not, we will produce a new wheelset/s and send them out for delivery within 10-25 business days.
The exception to this is during holidays.
Q：What payment methods are available?
A:We accept the following payment methods: PayPal and credit card.
For more information, please see our Payment Policy.
Q：How long does shipping take?
A:We provide information on shipping times for all regions in our shipping policy.
Q：Will these wheels fit my bike?
A: Our wheels are available in standard 700c, 29er, etc. sizes, and also have QR, thru-axle options. You can check the product details. Please verify the axle type and brake system (disc or rim brake) of your bike before purchasing.
If you have any further questions, please feel free to contact us.
Q：What’s the weight limit for your carbon wheels?
A: Most of our wheels support riders up to **250 lbs (113 kg)** including gear. For specifics, refer to the technical details on the product page.
Q：What tire pressures should I run?
A:Carbon rims do not do well when the pressure is too low, or the pressure is too high. Unlike an alloy rim, which will dent, carbon rims will crack if the pressure is too high or if subject to a large hard impact when the pressure is too low.
While largely personal preference, there are pressure ranges that work well with each rim. The wider the rim or the larger the tyre, the lower the pressure required. The sweet spot for air pressure is not too low that you are frequently bottoming out the rim, and not too high that the tire is hard and uncontrollable. If you are riding more technical terrain than normal, it is a good idea to increase the air pressure a few psi to prevent bottoming out excessively.
Double checking air pressure before each ride is imperative to avoid excess rim strikes and poor performance. Ultimately, you have to consider your terrain, weight, riding style, tire choice, rim width, and use good judgement.
Q：What is the difference between an asymmetrical and symmetrical rim?
A:Asymmetrical rims are designed and drilled to compensate for the offset design of most hubs. The asymmetry of the rim allows the spokes to equalize in tension between the drive and non-drive sides of the wheel. The result is in more even spoke lengths and a stronger wheel build which requires less truing than a traditional rim.
Symmetrical rims utilize standard drilling practices and do not compensate for the offset hub design. The result is a wheel build that may not be as strong as an asymmetrical build, but comes as a more cost effective option.
Q：What can I do if I receive a damaged parcel?
A:Check the product carefully before signing!
If you receive a product with damaged packaging, inspect the items carefully for damage. If there is no damage, sign for the product. If there is damage, report this on the delivery slip or, alternatively, refuse the shipment and it will return to XTONE. If a claim is made against the shipping company, they will provide a compensation number. Please inform XTONE of this number for delivery tracking. Arrangements for reshipment will be made within 15 business days upon receiving the returned package.
If the items are damaged but accepted and not reported, there is no recourse against the delivery company and you are responsible for purchasing any replacement product.
If the package is in good condition, but the product is significantly damaged during shipment, please keep the waybill, packaging, etc. and contact us within 7 days after the delivery.
The Postage For:
1.Return or replacement of non-commodity quality problems shall be borne by the buyer (calculated according to the actual freight).
2.If the mistake is made by XTONE ,XTONE will bear the shipping cost.The other associated cost will be adsorbed by customer.
Q：Can I change or cancel my order?
A:Our “Returns and Refunds” applies when you cancel all or part of a purchase after the payment is partially or fully made, but BEFORE the shipment of products. If you cancel a purchase once it has shipped, it will be treated as a “return” with all applicable fees. Please refer to our “Returns and Refunds”.
Q：Can I get custom wheels?
A:Yes, we can provide wheel customization. We provide “wheel depth, hub, rim surface color and logo” customization. You can contact us and tell us your needs, we will try our best to meet them.