FAQs

WHAT HAPPENS AFTER I PLACED ORDER?
Thank you for your purchase. We are committed to maintaining high product quality standards and customer satisfaction. Upon receiving your order, we will review all them for approval. Once they are approved, they will be submitted into queue to be processed in the order they are received. 

HOW LONG WILL TAKE TO GET MY ORDER?
All orders take 7-10 business days to be processed. After that, the shipping time of each order will be depending on USPS or UPS. 

WHERE IS MY TRACKING INFORMATION?
Once the order is shipped, tracking information will automatically sent to the email you used to place the order.

WHY IS INTERNATIONAL SHIPPING SO EXPENSIVE?
All international order are shipped with tracking information to ensure their arrival. All international shipping price has bottom price to ship in the parcel. We do not add extra charge. Please aware that you, the recipient, will have to pay for custom fees. All international sales are final.

HOW DO I EXCHANGE/ RETURN A PRODUCT?
Returns and exchanges of any OFFSETS products must follow the following guidelines to be granted a return or exchange for your purchase:

  • For customers that wish to return their OFFSETS product, shipping fees will not be refundable. Return will be subject to a 20% restocking fee on the price of the products only.
  • For returns/exchanges for correctly shipped products, the customer is responsible for shipping the item(s) back at their expense and it must arrive in the same new condition and boxes they were sent in. Any damages to the item(s) due to packaging error will not be accepted for return.

The refund process may take up to 5 to 7 business days from the time that your return has been received. The original cost of the shipping will be forfeited as we have already shipped the wheels out. If an exchange is desired, the customer will be responsible for the cost of shipping for the new set.

I RECEIVED A WRONG ITEM. WHAT DO I DO?
If for any reason you received an item that was not what you had ordered originally, please email us photos of the item(s) to info@shwainc.com along with your order number. OFFSET will need this information for validation of an incorrect order. Once the claim has been approved, the return labels for the incorrect item(s) will be sent via fax or email within 2 business days. The customer will be responsible for safely shipping the item(s) back in its original packaging. Packaging instructions will be provided by Offset to ensure that the package(s) are safe from any freight damages.

WHY WAS MY ORDER REFUNDED?
We usually refund orders if the orders fall into the following reasons:

  • We do not have the items in stock suddenly.
  • Your order didn't pass our approval process due to history of disputing after receive the orders.
  • Your order didn't follow the limit guideline on special released items.