Most orders ship within 24 to 48 hours after placing providing all of the merchandise is in stock. Orders placed on the weekend are not processed until the following Monday. Special order items and "drop shipped" product will be delayed an approximate 5 to 8 additional working or business days.
Working and business days:
Working and business days are Monday through Friday and do not include weekend days or recognized holidays. The only shipments which are delivered on Saturday are the upgraded service packages by UPS and FedEx at an additional cost shipped next day air, second day air, and three day select. Please note that these packages also are the only ones which have a guaranteed delivery day.
Time of delivery:
Most orders are shipped out within 48 hours, assuming that the merchandise is in stock. If your order contains mounted tires and wheels, an extra day or two is normally needed for the mounting and balancing. Most merchandise is shipped from our warehouse in West Virginia. Depending on what state that you live in, normal shipping time is 7-14 business days.
In the event of a backorder situation, we will either ship the merchandise directly from the factory or notify you of the delay.
For tracking information, you may contact our customer service department at 1-800-391-1113.They are available from 9AM-5PM EST Mon-Fri. Please allow at least 2 business days after placing your order before calling for tracking information.
Need to contact one of our customer service representatives? Yes, that's right! You get to talk to a real live person! Just call us at 1-800-391-1113.
If you have a technical , application, pricing, or fitment question, or something that may fall between the cracks and just need an ear and an educated opinion? Call our sales/tech line at 1-800-847-3287.
Return and warranty policy:
National Tire & Wheel prides itself on bringing quality merchandise to satisfied customers. However, in the event that there is a problem with your order, please follow the simple directions below. We will then be able to efficiently correct whatever the problem might be.
First and most important, you must have your original sales receipt in order for any return and/or warranty to be valid. (a warranty item is only valid to the original purchaser on the original vehicle.) On the receipt is a bold black line which runs across through the middle of the paper. Above this line on the right is your salesman.
As soon as you are aware of a problem, immediately call your salesman at 1-800-847-3287 between 9:00 a.m. and 6:00 p.m. est. Returns will only be accepted up to 30 days from the purchase date.
A return authorization number must be obtained from your salesman and must appear on the outside of your package in order for your merchandise to be accepted by our shipping department. Please return the merchandise promptly as return authorization numbers are only good for 30 days. Return freight must be prepaid-no C.O.D's will be accepted.
Every effort will be made to correct whatever problem exists. We will either exchange the merchandise or issue appropriate credit.
Please note that once a wheel is mounted, it cannot be returned unless it is a warranty problem. Tires that have been run, even for a very short distance, cannot be returned unless it is a warranty problem. Suspension kits must be in original boxes and in resellable condition. Kits that have been installed, scratched up, beat up, or not in original packaging may NOT be returned.
Please be aware that a 20% restocking charge may be applicable on returned orders. Custom or special orders may only be returned at our discretion.
The back of your original invoice has all of the return policy information printed on it also for your convenience.
Shipping and deliveries:
National Tire & Wheel ships your merchandise using UPS, FedEx, USPS (apo,fpo), and various trucking freight companies for domestic shipments within the United States. We do not ship outside of the country; however, we will ship to a freight forwarder of your choosing. Transit times vary between the numerous different companies - your salesman will provide you with an estimated time of arrival (e.t.a.) at the time of sale. Upgraded service of next day air, second day air, and three day select service is also available at an additional cost if preferred by the customer. Over sized and overweight items need special handling and can only be shipped using a truck freight carrier. Important: the customer must be home in order to inspect and sign for the merchandise at the time of delivery.
Damaged and lost packages:
If you have received a package that has been delivered by UPS, FedEx or USPS which was damaged, i.e., the product inside the package is damaged or some pieces inside the package are missing, please call customer service immediately at 1-800-391-1113 to report it. You must: keep all of the original packaging and do not throw anything away or attempt to install any component or product, and please do not tear down your vehicle. Customer service will handle the claim process from here as this was not your fault.
If you receive a package that was short or damaged which was delivered by a truck freight company, you must sign for it that way. You must sign the bill of lading as (short) or (damaged) qty?, Item?, Description?, Type damage?, Etc. Please make sure that the driver notes it that way or else National Tire & Wheel cannot proceed in helping you with a claim on the product. The truck freight carriers are very specific on this matter.
If your package has been shipped out to you from National Tire & Wheel and has become lost by one of the carriers, then a "tracer" must be started on the item/package. National Tire & Wheel, unfortunately, is at the mercy of the carriers in these situations and our hands are tied. We at NTW must abide by the rules of the carrier under these circumstances. A certain number of days must be allowed for the carrier to attempt to locate and deliver the package. If this cannot be completed, then a claim will be opened and National Tire & Wheel will be given permission by the carrier to reship the customer. It is not National Tire & Wheel's fault that the carrier lost your package.
Have you returned something to NT&W?
If you have returned something to NT&W for exchange, warranty or credit and need to check the status of your return, you can call 1-800-391-1113. Please have your Return Authorization number available before you call.
Please note that warranties are provided by the manufacturer and NOT by NT&W. Product warranty determination is made by the manufacturer. Some manufacturers (especially tires) can take up to 3 months to settle a claim. No amount of prodding or complaining on our part can change that.
We apologize for any inconvenience that may be caused by the delays.