Q: When can I report a delivery failure if I purchased guaranteed delivery?

A: If the need to report a delivery failure arises, follow the below timelines.

• Lost (marked as stuck in transit) = report failures NO EARLIER than 7 days and no later than 30 days from the last scan update
• Damaged = report failures WITH PHOTOS of the package and item NO LATER than 15 days from the delivery date
• Stolen (marked as delivered) = report failures NO LATER than 15 days from the delivery date; items over $100 USD in value require a police report

Q: Where is my order?

A: Use FedEx's tracking functionality to see real time updates on your packages as well as estimated delivery dates.

Q: What if my order gets lost and never arrives?

A: We know how the shipping process goes, packages get lost at the hub, get stuck in transit, and at times get delivered to the wrong address. Fortunately, guaranteed delivery takes on the risk of all these shipping mishaps for you. If you opted for guaranteed delivery at checkout, you can report a delivery failure for a lost package within 7 days of the last scan update. From there it won't take long for your case to be reviewed.

Q: What if my order gets damaged in transit?

A: With guaranteed delivery, BB Wheels takes on the risk for the items in your order if they sustain shipping damage = damage that prevents the item(s) from functioning properly. BONUS: when it comes to wheels, this risk extension includes cosmetic damage to the front face and lip. If you opted for guaranteed delivery at checkout, you can report a delivery failure for a damaged package immediately upon receiving the item(s), just make sure to include photos of the packaging and the item(s). From there it won't take long for your case to be reviewed.

Note: Shipping damage must be reported and a resolution reached before mounting / installing product. Installing product before a resolution is reachd voids the possibility of your guaranteed delivery case being approved.

If any of the items in your order have defects or what appears to be damage sustained during manufacturing, please contact BB Wheels' Customer Service team at help@bbwheels.com or 320-333-2155 opt. 2 so we can work with you and the manufacturer to resolve the situation.

Q: What if my order gets stolen off my front steps?

A: Stolen packages are definitely an increasing issue. Fortunately with guaranteed delivery, stolen items - whether dragged away by the neighbor's dog or snatched by porch pirates – are the risk of BB Wheels. If you opted for guaranteed delivery at checkout, you can report a delivery failure for a stolen package immediately upon the shipment being marked delivered, just keep in mind that items over $100 USD in value will require a police report. From there it won't take long for your case to be reviewed.

Q: What are the terms and conditions for guaranteed delivery?

A: The terms and conditions can be found here: Terms.

Q: How do I report a delivery failure for items in my order that end up lost, damaged, or stolen?

A: The link to report a delivery failure associated with guaranteed delivery can be found in your BB Wheels' Order Confirmation email – or you can report a delivery failure now.

Note: The reporting form does require you to input your Order ID # and the email address used to place your order, so make sure to have those details handy.