Tire Rack.com

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CUSTOMER SERVICE


How can I purchase Gift Certificates from Tire Rack?

Gift certificates can be purchased as paper certificates sent via postal mail or as electronic certificates sent via email. Select the option you prefer here or call 888-541-1777 to speak to one of our sales representatives.

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What method of payment is preferred for an international order?

Payment via wire transfer is preferred.

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How can I track the status of my order/backorder?

You can track your order online or call customer service at 888-541-1777, ext. 4360. You will need your order number and billing ZIP Code when tracking online.

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Will I need to sign for my order when it is delivered?

In most cases delivery is at the discretion of the carrier and signature is not required, although there are some types of addresses that will require a signature.

If you would like to ensure your item is left without a signature, please contact the carrier and request that they leave the item without a signature. They will normally ask that you sign an agreement in advance taking responsibility for the item.

Please also remember that our 5,000 independent Recommended Installers will also accept delivery of the shipment as part of the installation service.

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How do I check the credit status for returned merchandise?

If you gave your email address when you placed your order, you will receive an email confirmation once your credit has been processed. You can also track your order online or call customer service at 888-981-3953 to learn when a credit has been posted to your account. You will need your order number and billing ZIP Code when tracking online.

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How does ordering from Tire Rack work?

It all starts by selecting your vehicle. Once you select your vehicle’s make, model and year you will be able to choose a product category in the Upgrade Garage. You’ll see links to move from category to category in the bar near the top of the page.

Most of our customers are within one to two business days of our Indiana, Nevada, Connecticut, Delaware, Louisiana, or Georgia distribution centers for timely, cost-effective delivery of purchases. Freight options and shipping charges can be seen after you’ve added an item to your cart and entered your ZIP Code when prompted. To see shipping costs before you add any items to your cart, use the "Shipping Quote" option in search results.

We’ve got installation covered, as well. Our network of independent Recommended Installers are ready to help. You can select one near you when you search by ZIP Code.

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What does it mean when an item is on backorder?

Items shown with an inventory status of "Back Order" are on order from the manufacturer and an approximate in-stock date has not yet been determined. If you select an item with "Back Order" status, we will contact you when more information is available (no more than once per month). Our online order tracking feature will include updates to the estimated in-stock date.

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Why did I receive only part of my order?

Some items in your order may have been shipped from different distribution centers or shipped in separate boxes. While all packages leave individual distribution centers at the same time, they are seen as separate in the shipper’s system and may be delivered at different times.

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How do I initiate a road hazard claim?

If you have a tire that has been damaged due to a road hazard as defined here, you must first go to a tire service facility to have your tire examined. If the tire cannot be repaired, the service facility will need to call the Program Administrator toll-free at 866-237-0574 to file a report. Should you need assistance locating a tire service facility, contact the Program Administrator.

Additional steps are outlined in Tire Road Hazard Program Owner’s Obligations.

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What is your return policy?

We will accept returns within 30 days of delivery. Only unused product that has not been driven on is eligible for return.

Merchandise covered by a manufacturer's warranty is sold with the warranty by the manufacturer extended to the purchaser. We will be happy to assist in obtaining fulfillment of a manufacturer's warranty.

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What do I do if I have received incorrect/damaged merchandise or I have not received my order at all?

If you find an error with your order or find you need to return or exchange an item, please call customer service at 888-541-1777, ext 4360 and we will help find a quick and easy resolution for you. Customer service will provide you with a return authorization number and answer any questions regarding the product return/exchange procedure. Special return packaging instructions will be provided.

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How can I get a copy of my invoice?

Once your order has been shipped, an invoice will be included with your order. If you need a reprinted copy of the invoice, please email custsvc@tirerack.com or contact customer service at 888-541-1777, ext. 4360.

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Where can I find warranty information on merchandise I ordered?

Detailed tire warranty information complete with downloadable PDF of warranty brochure (where available) is found on every tire’s detail page. Begin here. Customer service can also provide warranty information by calling 888-541-1777, ext. 4360.

Warranty information for all other products is available by calling customer service at 888-541-1777, ext. 4360.

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What taxes and fees are collected by Tire Rack?

Where applicable in the United States, sales tax, excise tax and state waste tire fund fees are collected by Tire Rack.

On Canadian orders, taxes and duties are collected on behalf of the applicable Canadian government agencies. No additional taxes, duties, or fees will be collected by UPS Canada upon delivery.

A detailed listing of all taxes and fees are shown in the shopping cart prior to completing an order.

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How do I add road hazard coverage to my order?

You can easily add the Tire Road Hazard Program when you buy your tires by checking the box above ADD TO CART in search results. Applicable pricing is shown.

If you did not purchase the Tire Road Hazard Program when you originally ordered your tires, you can do so within 14 days from original invoice date by contacting one of our sales specialists at 888-541-1777.

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Do you accept payment from customers using non-U.S. PayPal accounts?

Unfortunately, PayPal is unable to offer us the proper security protection for international orders. While we know you prefer to be able to use your PayPal account online, we can help you complete your order using a different method of payment over the phone when you contact one of our sales specialists.

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Does Tire Rack offer live chat?

Yes!

Live chat is available Monday through Friday from 8 a.m. to 8 p.m. and Saturday from 9 a.m. to 4 p.m. (Eastern). To ensure that we can quickly respond to chat requests, we may temporarily remove the option if the number of chats requested exceeds the number of available sales specialists.

Alternate contact information is available here.

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