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Customer Service

Frequently Asked Questions

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Ordering and Pricing

How do I find out the cost of Shipping?

Shipping, for the most part, depends on the actual weight of the order. To get an accurate shipping quote, place the item(s) into the shopping cart by clicking the “Add to Cart” button. This will take you to the shopping cart area where you will find one of the option buttons. Enter your postal code or zip code and click “Calculate Shipping and Tax” button. The result will show you the lowest possible shipping cost. Keep in mind this system does not work for orders outside of North America. International orders must contact our International Sales Desk to get an accurate shipping quote.


Are your posted prices in Canadian or U.S. Dollars?

The price displayed is based on your IP address. If you have a Canadian internet provider, the prices will be displayed in Canadian currency. Conversely, if you have a U.S. internet provider, prices will be displayed in U.S. currency. You can verify the displayed currency by checking the small flag that is displayed near the top right hand corner of the page you are viewing. If you find yourself on the wrong side of the border, please contact us and we’ll help you to resolve the issue.


Why is there such a large difference between the U.S. and Canadian prices on the same item?

This is not a simple matter of currency exchange. All Canadian orders are shipped from our Vancouver B.C. based warehouse or our Eastern Ontario Hub, and are sourced out in most instances from our Canadian Distributors. Some items we sell in the U.S. are sourced out from our U.S. affiliates and shipped directly to our U.S. customers. There is a difference, and often very significant, between the dealer cost prices in US and Canada. Please be assured that we work very hard to bring you the best price possible, always.


Why do U.S. dollar prices sometimes vary?

Most products we sell in the U.S. are drop-shipped from our U.S. affiliates. On the rare occasions when we do not have a U.S. supplier for the product, our price then comes from a Canadian source and is converted to USD using the current currency exchange rate. As the exchange rate varies, so do the U.S. prices on those products. When you place the order, the price of the product you ordered is recorded in our system and protected from daily fluctuations.


Why did my order fail security?

Each credit card payment goes through security filters, automatically, with the end result being, the payment is legitimate. For security reasons, it is critical that our credit card processor verifies your billing address. The billing address is the primary address registered with your credit card issuer. If you pay for the order with your credit card, make sure that you enter your exact billing address in the space provided on our site during account creation, and at PayPal (our credit card payment processor). If you would like us to ship the order to an address other than the billing address of your credit card, you must enter it into your profile only on 1010TIRES.COM., This is the only place the shipping address should appear, or the order will fail security. There are some other reasons for a credit card transaction to fail the security check. If this happens, the only way to get the order through security is for us to process it manually. We will contact you and request that you provide us with your credit card number. This generally delays the order by about 24 – 48 hours.

If you are using a Paypal account, and not a credit card, you MUST check out with a CONFIRMED address


Can I cancel my order?

You can cancel your order any time prior to shipping, however we reserve the right to charge you a re-stocking fee of 15% on the product only. If your order has been shipped, and is in transit to you, please contact us immediately. You will be charged a 15% re-stocking fee, as well as shipping charges incurred.


Can I buy an odd number of wheels (i.e. one, two or three)?

Yes, we can sell an odd number of wheels. Some of our wheels can only be sold as a set of four. This will be indicated during check-out. If you are concerned, please contact us before placing your order.

Note, however, you may order as many tires as you need.


Do you match prices?

We do not match prices with our U.S. competitors. As we are a Canadian online retailer, we have a different price structure than our U.S. counterparts. Some of the products that we sell may be cheaper than in the U.S., while others may be more expensive. The difference in pricing is beyond our control. If you see a Canadian online company that advertises a cheaper price, you are welcome to contact us with details. We may match the price, provided that the product is in stock and ready to ship. The product must be shipped from Canada. We will not price match over the phone.

Unfortunately we are not able to match U.S. prices.


I am in Canada. Do I have to pay any duties or other charges when I receive my shipment?

Absolutely NOT. We ship all Canadian destined orders from our warehouse in Vancouver, Canada or through our hub in Ontario. There will be no duty, brokerage fees or any other charges you often encounter on orders brought from U.S. based competitors. Your credit card will be charged in Canadian currency and the TOTAL you see on the check out page will be the TOTAL you pay for this purchase. In some cases, there is only one tax to pay - GST, unless you are in B.C., Ontario or Maritime provinces.


I am in the U.S. Do I have to pay any duties or other charges when I receive my shipment?

Most U.S. destined orders are drop-shipped from our U.S. affiliates. There are, however, some instances where the product you ordered is not available in the U.S. We will contact you before your order is shipped to discuss available options with you.



Search and Vehicle Related

Why don’t you have my vehicle listed in your selectors?

We are always adding to and updating our database of vehicles. If you don’t see your vehicle listed and it’s not earlier than a 1990 year model we recommend that you contact and request a vehicle be added. Please note, some vehicles come in more than one option and listing such vehicles is a challenge. We work very hard to provide you with the most accurate and up-to-date list of vehicles.

There is also a difference between US and Canadian models. Although we try to obtain the most accurate information, it is not always correct. Most data that is available to us comes from U.S. sources.


How come your wheel/tire selector does not bring any results for my vehicle?

There are a couple of reasons that this may happen. Some vehicles are very difficult to fit with after-market wheels and therefore we classify them into this category. Most of the time we can offer wheels/tires, but it has to be done manually. We ask that you contact with such requests. Another reason for ‘no results” being displayed is that we have not completed updating our vehicle’s database with new models of this car or that the car is older than a 1990 model. In all these instances we encourage you to contact. We will try our best to help you find the right product, or refer you to other sources.


How do I know that the tires/wheels I choose will fit my vehicle?

Every order we receive goes through a 13 point check within various departments, including a fitment check. If our Tech department flags the order as “Will not fit” you will be notified immediately and offered an alternative product. We are confident that if we ship your order it will fit your vehicle, GUARANTEED! See our Fitment Guarantee Policy.


Why was my credit card charged before my order is shipped?

Once you place an order, your credit card will be pre-authorized. That means that your bank has set aside funds for this transaction. That does not mean that we have already charged your credit card. Once the order is approved for processing, we will then complete your transaction, and the funds will be advanced to us. We will then ship your order as soon as possible.


Shipping & Delivery

What if my order arrives and no one is at home to receive it?

Every order with a value over $50, requires a signature on delivery. UPS or Purolator will generally attempt delivery to a residential address three times. Each time they attempt delivery, they will leave a slip on the door indicating the delivery attempt. After three attempts they will contact you and usually the order will then have to be picked up at the closest depot. Purolator will sometimes attempt delivery on Saturdays.

Once you see an attempted delivery slip on your door, there are a couple of options. There will be a designated area on the slip where you can sign and place it back on the door for the driver to see the next day. By signing this area, you are authorizing the driver to leave the product at your doorstep, without your presence. Both UPS and Purolator will waive all lost or stolen claims if you choose this option. We have a designated area during the order process where you can leave us a note regarding the special handling of your delivery.


How is the shipping price calculated for tires?

Tires are shipped by "dimensional weight”. This means we are charged according to the size rather than actual weight. For example, a tire that actually weighs 47lbs is billed as 69lbs.


Where do you ship?

We ship anywhere in Canada and the U.S. Please note, Alaska, Hawaii, Yukon and Northwest Territories require Expedited shipping, Please contact us for a quote . We do not ship to P.O. box addresses.

We do not ship to APO/FPO addresses. UPS will not ship there. We are a Canadian company and we do not have access to U.S.P.S.


Do you allow local pick-up? How does it work?

Yes, we do. If you live in the Lower Mainland, B.C. area, you can choose a local pick-up option during the check-out process. You can choose to pick up the order at our warehouse (Fees apply) or at any of our local affiliates, such as Volco Tires stores , at no extra charge.

Once your order arrives at the location of your choice, you will be contacted by phone or e-mail. You will be required to bring your ID (ie: Driver’s License, or other government issued ID) to verify your identity in store.

When you pay for your order online with a credit card and choose a local pick-up option, we pre-authorize the payment only. When you arrive at the store, you will need to provide your credit card or another method of payment to complete the transaction. Your credit card will not be charged twice.

If you choose to pay by using the INTERAC option we will collect the payment in full before sending your order to the store for pick-up. Any additional service you require in store will be charged separately at the store.


Can you ship my order somewhere other than my billing address?

We prefer to ship to the billing address of the credit card with which you paid for the order, as long as it is verified by our credit card processor. However, we will ship your order to a different address, as long as the address is within reason, i.e. to your work or a shop for installation, at our discretion. If we feel that we are not able to accommodate your request, we will call you to discuss other payment options, such as Interac (Canadian orders only), money wire or money order. Once your payment is cleared through our bank, we will ship your order to the address you have requested.


How is my order packaged for shipping?

  • Wheels - When you are buying wheels only, we use the original boxes, when possible. We then line the box with an extra layer of cardboard, or add an additional box to protect the wheel. The wheel itself is also wrapped in a plastic bag, or has a cloth cover, or foam sheet over the face. This protects it from cardboard chafing.
  • Tires - Tires will be shipped as-is.Tires may be strapped together in pairs, depending on the size of the tire.
  • Tire and Wheel packages - If you are buying wheels and tires, the tires are mounted on to the wheels and Hunter Road Force balanced before packaging.Then a sheet of foam is placed over the wheel's face, as well as two layers of cardboard. A single layer of cardboard is put on the back of the wheel, and the entire assembly is strapped together with polypropylene strapping. Hardware is sealed in its own small box and securely attached inside one of the wheel / tire assemblies.

Is my tire and wheel package mounted and balanced before shipping? Is hardware included?

If you are purchasing a tire and wheel package we will mount, Road Force Balance, and supply you with an installation kit. This includes wheel nuts (or bolts), valve stems (installed with the tires), and hub centering rings (when necessary). We wrap your package in specially designed packaging to ensure safe delivery. All this, for as little as $49.99; a great savings of up to $150 if you were purchasing your tires and wheels separately.

If you buy wheels, they are shipped with the center caps only (if applicable). You do have the option however, to purchase the installation kit at an extra cost.

For U.S. customers, our ability to mount and balance your package before shipping depends on the products ordered. If this is a concern for you, we recommend that you contact us , and verify this before placing your order.


How long before my order is shipped?

This depends entirely on what you are buying, and where you are located.

  • Tires or Wheels - We expect to ship in 2 – 7 business days.
  • Wheel and Tire Package - Will be about 3 – 10 business days .

Unfortunately there are some instances where the order can be delayed beyond the above terms. We will contact you by email with any updates. You can also check the status of your order online for the notes we leave for you while processing the order.

Expedited shipping is available. Please contact us for a shipping quote.

Once the order is ready to be shipped, you will receive tracking numbers via email.


Other

Do you offer a wholesale program for dealers?

Yes! We do have a wholesale program. The wholesale program is only available to businesses operating in Canada. Learn more about 1010TIRES.COM Wholesale Program here.


Do you stock everything listed on your web site?

We carry a very large inventory at our facility, however it would be impossible to stock every item we have listed. Although we can get most products from our affiliate warehouses within a day or two, there are times when items are totally sold out. In this case, we will contact you via E-mail within 24-48 hrs to give you the option to wait for the product to become available, offer other options or cancel the order altogether.


Do you offer sponsorships?

At this time we do not offer any sponsorships.


Do you carry other wheels or tires not listed on your web site?


There is good chance we can get the wheels or tires, even though we may not have them listed. There are some models within the brands that are not listed. We can usually source them out for you. Please contact us with any special requests. If you are searching for a brand that is not listed, we will do our best to find it for you, and provide you with a quote. Special order items are non-returnable or refundable.

French Language

Est www.1010tires.com disponible en français?

Oui, vous pouvez choisir votre langue en haut à droite de notre page d'accueil.


Avez-vous au service à la clientèle personnes qui parlent français?

Nous sommes capables de vous aider en anglais ou en français, par email ou par téléphone.


Comment votre site Internet traduit en langue française?

Nous utilisons Google Translate pour les traductions. Il n'est pas toujours parfait, et nous apprécierons toute les commentaires que vous souhaitez contribuer.


Est-ce que mon reçu et la facture être rédigée en français?

Nous n'avons pas reçus et factures en français, mais nous avons l'intention de le changer dans l'avenir. Tous les commentaires que vous pouvez cotiser sera appréciée.