FAQs
Purchasing & Accounts
1. Do I need to create an account to purchase?
No, you can shop and checkout as a guest. However, creating an account makes future purchases quicker and easier by saving your information.
2. How do I create an account?
Click “Log in/Register” and then “Create Account” to enter your details and complete registration.
3. How do I purchase?
Add items to your cart, click the cart icon to proceed to checkout, verify order and payment details, and submit your order.
Payment Methods
4. What payment methods do you accept?
We accept Paypal and all major credit/debit cards (Visa, Mastercard, American Express, Discover, JCB, etc.)
5. What payment methods are available?
We offer diverse payment options, including PayPal, bank transfer, Western Union, and credit cards.
6. Why did my bank card payment fail?
Bank card payments can fail for several reasons:
·Check that your card number, security code, etc., are correct.
·Confirm your card supports international transactions.
·Ensure sufficient funds and no spending limit exceeded.
·Check the card is valid, not expired, and not frozen. If unresolved, contact your bank or try a different card.
Order Cancellation & Changes
7. How can I cancel my order?
We understand that you need to cancel the order, we are receiving goods or shipping cancellations before shipment, and we are overseas shipping, so we can't respond to shipping or delivery and delivery after delivery If you want to change the delivery destination, please confirm our contact with our customer service center immediately.
Shipping & Delivery
8. Can I have my order shipped to someone else?
Yes, you can ship to a different address. Enter the billing address at checkout, then add a new shipping address.
9. How will I know when my order has been shipped?
You'll receive a confirmation email with a tracking number after your order ships. You can also find this number in your order details and track the shipment on the carrier's website.
10. Is it normal to have no status update for a few days?
Logistics updates may be delayed. Please wait patiently for 2 - 3 days. If still no update, contact us at service@winknowbike.com with your order number.
11. What shipping methods do you use?
We offer free shipping to over 70 countries and regions worldwide. Current shipping options and times are as follows:
EMS / DPD: 7 - 20 days
FedEx / DHL / UPS: 5 - 10 days
Please note that customs clearance can cause delays. For more details, see our shipping policy.
12. How soon will my wheels ship after payment?
We process your order within 2 working days and ship on working days (Monday to Friday, excluding holidays). If the item is in stock, it will ship within 3 working days. If not, we'll manufacture and ship your wheels within 15 - 25 working days.
Returns & Exchanges
13. What is your returns and exchanges policy?
We offer a returns and exchanges service if you're dissatisfied with your purchase. Our policy allows you to apply for returns or exchanges within a certain period after receiving the product. Specific conditions and procedures are as follows:
1）Applications must be submitted within 7 days of delivery.
2）The product must be in new and unused condition, with all accessories and packaging intact.
3）Before returning, please confirm the shipping address and courier company with us and declare the value to avoid delays in the refund process.
Once we receive your return in good condition, we'll arrange a refund or replace the product within 20 working days. Our customer service team will assist you throughout the process.
Customization & Other
14. Can I customize my wheels?
We offer custom decal services. For other customization needs, please contact us at service@winknowbike.com for more details.
15. Do you provide a warranty for your wheels?
All wheelsets purchased from Winknow come with a 3 - year warranty. We also offer a lifetime crash replacement service. For more information, see our collision replacement policy.
16. Do you sell single wheels? I only need the front or rear wheel.
Yes, we sell single wheels. Please contact us at service@winknowbike.com with your required wheel specifications, and we'll arrange your order.
17. Where do your products ship from?
All products ship from China.
18. What countries and regions do you ship to?
We currently offer free shipping to over 70 countries and regions globally. For more details, see our shipping policy.
19. How can I get more product information and technical specifications?
Detailed product descriptions and technical specifications are available on the product page. Feel free to contact our customer service team for further questions or technical advice.
20. What are your customer service hours?
Our customer service team is available from 9:00 AM to 5:30 PM (Beijing Time), Monday to Friday. You can reach us via email or online chat, and we'll respond as soon as possible.
21. How can I contact after - sales service?
You can reach our after - sales team through the “Contact Us” page on our website or by emailing service@winknowbike.com. We'll handle your issues promptly.
22. Do you offer product trials or samples?
We don't provide product trial or sample services at present. However, you can enjoy limited - time discounts and promotions by following our promotional activities.
23. Do you offer price protection?
We value your shopping experience and offer a price protection service. If you find the same product at a lower price due to a platform event or price adjustment within a certain period after purchase, you can contact our customer service with a valid purchase receipt to apply for price protection. We'll refund the price difference according to our policy after verification. But Please note that the following situations may not be eligible for price protection:
Customized products
Products involved in special promotional activities
Products beyond the price protection period