Shipping
When your order ships
In-stock products typically ship within 7 business days, subject to availability.
Semi-custom and custom wheels are individually hand-built to order and typically ship within 35 business days. This allows our builders the time needed to assemble, tension, true, and carefully inspect each wheel before it leaves our shop.
Please note that these are processing and build times. Shipping carrier transit time is additional.
If any item in your order is back-ordered or has an extended lead time, we’ll contact you as soon as possible with an update and available options.
Domestic orders
We take extraordinary care in getting your order safely to your door.
- Shipping insurance: Optional, and offered in your cart before checkout. It covers the full value of your order against loss or damage in transit — carrier liability alone does not.
- Signature requirement: Orders of $750 or more ship signature required. Someone must be available to sign; if no one is there, the carrier will leave a notice and redeliver or hold the package for pickup, which can delay delivery. Orders under $750 ship without a signature, and once the carrier marks a package delivered we are unable to accept responsibility for loss or theft of an uninsured package.
- Transit damage: If your order arrives damaged, please contact us promptly and keep the packaging. For insured orders we will file the claim for you. For uninsured orders we are not responsible for damage that occurs while the package is in the carrier’s possession, but we will work with you and the carrier to document the damage and help resolve the issue.
International orders
Duties and taxes are the purchaser's responsibility. We do not alter the declared customs value of any shipment.
Refund and Cancellation Policy
We understand that plans can change. To help cover non-refundable transactions and processing costs, cancellations and returns are subject to the following conditions.
Order cancellations
Orders canceled within 24 hours of being placed are subject to a 5% cancellation fee. This fee helps offset payment processing and transaction charges that are not refunded to us by our payment providers.
Product returns
Eligible products may be returned in new, unused condition and are subject to a 15% restocking fee. Returned items must be uninstalled and in resalable condition. Products showing signs of installation, use, damage, or modification may not be eligible for a refund.
Spokes cannot be returned or refunded. You are responsible for return shipping, plus the original outbound shipping cost if your order shipped free under a promotion.
Custom wheel cancellations
Custom and semi-custom wheels are built specifically to the specifications selected at the time of purchase. Because labor, components, preparation, and other costs may be incurred shortly after an order is placed, canceled wheel orders are subject to a 20% restocking/cancellation fee.
Once a custom wheel build has progressed beyond a certain stage, cancellation or refund eligibility may be limited.
Refund processing
Approved refunds will be issued to the original form of payment, less any applicable cancellation, restocking, shipping, or other non-refundable charge.
One-Year Wheel Warranty and Crash Replacement
Every ProWheelBuilder custom-built wheel is backed by our support for one year from the date of purchase.
When a component is covered by a manufacturer’s warranty, we will first assist with the manufacturer’s warranty process on your behalf. If the issue does not qualify for manufacturer coverage, ProWheelBuilder may provide additional support to help get you back up and riding as quickly as possible. Depending on the circumstances, that support may include replacement parts, labor coverage, or discounted replacement components.
What ProWheelBuilder covers
- Spokes — broken spokes will be replaced during the one-year coverage period, regardless of the cause.
- Labor — wheel-related labor, including truing and rebuilding when required, is covered during the one-year period.
- Rims and hubs covered by a manufacturer warranty — we will assist with the manufacturer’s warranty claim and coordinate the process whenever possible. Manufacturer warranty coverage is subject to the individual manufacturer’s terms, conditions, and continued operation.
- Rims and hubs not covered by a manufacturer warranty — if the manufacturer determines that the issue is not warrantable, or if no applicable manufacturer warranty is available, ProWheelBuilder will offer an eligible replacement rim or hub at 25% off the current retail price.
- Crash or accidental damage — damage caused by an accident, impact, or other non-warranty event may not be covered by the component manufacturer. In these situations, ProWheelBuilder will still work with you under the terms above to reduce the cost of getting your wheel repaired or rebuilt.
- Shipping — the customer is responsible for shipping costs to and from ProWheelBuilder.
- Customer-supplied components — this coverage does not apply to wheels built using rims, hubs, spokes, or other components supplied by the customer.
Our goal is to stand behind the wheels we build while working within the warranty policies established by each component manufacturer. When manufacturer coverage does not apply, we will do our best to provide a practical and cost-conscious path to getting you back on the road or trail.
About Our Products
Availability
In most cases, products are ordered directly from the manufacturer after your order is placed. This helps ensure that you receive the most current version available.
Manufacturers may update specifications, designs, finishes, graphics, packaging, or other product details at any time and without prior notice. ProWheelBuilder is not responsible for changes made by the manufacturer after product information has been published on our website.
Weights
Product weights listed on our website are provided by the manufacturer and are generally accurate within approximately 10%. Actual weights may vary due to manufacturing tolerances, size, configuration, finish, or production changes. Weight variations are not considered a product defect and are not eligible for a refund.
Images and colors
We make every reasonable effort to ensure that product images accurately represent the items being sold. However, actual products may vary slightly in color, finish, graphics, logos, or other visual details.
Anodized, painted, and powder-coated finishes naturally vary between production runs. Components of the same make, model, and stated color may therefore have slight differences in shade or hue. These variations are considered normal and are not grounds for a refund or return.
Build Specifications
We reserve the right to decline a build if the specifications are unsafe, aren't supported by the manufacturer (radial lacing, for example), or simply can't be accommodated (such as a 24-hole rim with a 28-hole hub). If that happens, we'll contact you to work out an alternative.
Your Privacy
ProWheelBuilder.com, its parent company, and any subsidiaries will never share, sell, or otherwise provide your personal information to any third party.
Price Match Plus Guarantee
We'll do our very best to match — and even beat — any competitor's price on bicycle wheels. Just send us the current ad or bid via URL, scanned page, or quote sheet.
The fine print:
- Doesn't apply to secondhand, discontinued, or liquidation items.
- Wheels only — we don't price match parts purchases (spokes, hubs, rims, or nipples).
- The wheels and their components must match ours in make, model, year, axle, and driver configuration. Color, spokes, and nipples may vary slightly if there's no significant price difference.
- The price or promotion must be current and verifiable.
- Comparisons must be for a completed wheel, not just parts — labor charges count toward the price.
- For prices from outside the United States, shipping, duties, and taxes are factored into the comparison.
- Rebate pricing isn't honored.
- No post-order price matching — your price is set once the order is placed.
- Price matches are reimbursed as a refund.