Returns & Refunds

The short version

1. Changed your mind

You have 30 days from the day your order is delivered to return tires or in-stock wheels for a full refund of what you paid for the product. They must come back unmounted and unused, in their original packaging. A tire that has been fitted to a wheel cannot be returned — mounting marks the bead, and no distributor will take it back.

There is no restocking fee. We quote an all-in price and we do not add charges at the end.

On a change-of-mind return you cover the cost of shipping the product back to us. In the Denver metro you can hand it back to us instead — email us and we will arrange it.

If installation was part of your order and the work has not been done yet, it is refunded in full. If a shop has already fitted the product, the installation itself is not refundable, because the work was done.

2. We got it wrong

This is different, and you should never be out of pocket for it. Contact us if:

• the product that arrives is not what you ordered;
• it arrives damaged;
• it has a manufacturing defect;
• it does not match the specification we confirmed to you.

We will replace it or refund you, whichever you prefer, and you pay nothing — not the return shipping, not a fee, not the difference. Tread OS is Denver-based and, in the Denver metro, we will come and collect it ourselves. Outside Denver we send you a prepaid return label.

Please check your delivery before you sign for it. Wheel sets and larger tire orders move by freight. If anything is damaged, note it on the delivery receipt at the time of delivery and photograph it. Damage recorded at delivery is far easier for us to put right than damage reported later — though reporting it later does not cost you this policy.

3. Built-to-order wheels are the exception

Some wheels are built to order. You choose the design, the diameter and the finish, and the manufacturer forges that exact set for you. Nothing comes off a shelf, and a finished set has no other buyer. Where this applies, the product page and your checkout summary say so before you pay.

Once production begins, these orders are final. They cannot be cancelled, returned, exchanged or refunded because you changed your mind. The 30-day window in section 1 does not apply to them.

Before production begins we will cancel if we can. Email us straight away with your order reference and we will check with the manufacturer and confirm in writing either way. We cannot tell you in advance how long that window lasts — the manufacturer decides when a build starts, not us, and on some designs it is the same day. Treat a built-to-order set as final from the moment you place it.

Section 2 still applies in full. If a built-to-order set arrives wrong, damaged, defective, or not to the specification we confirmed, we put it right at our cost. Being custom does not make it yours to live with.

The complete clause is section 7 of our Terms of Service.

4. A warranty claim is not a return

Tires and wheels carry the manufacturer’s warranty, which covers manufacturing defects and, on some tires, treadwear. That is separate from this policy and it runs far longer than 30 days — a tire that wears badly in year two is a warranty matter, not a return.

Email us anyway. We will tell you which one you are looking at and help you file the claim with the manufacturer. If the problem is with a local installation booked through us — mounting or balancing — contact us and we will make it right.

5. How to start a return

Email support@tread-os.com with your order reference and what you would like to do. The reference is on your order confirmation email, in the form TO-XXXXXXXX.

Please do not ship anything back before you hear from us — products come from several warehouses and sending one to the wrong address delays your refund. We will reply with where it goes and, where we are covering the cost, the label or the collection.

Once the return reaches the warehouse and is checked, your refund goes back to the card or payment method you used. Your bank decides when it appears on your statement; that part is not ours to promise.

6. Your legal rights

Nothing on this page limits any right you have under Colorado or United States law that cannot be waived by agreement. Where this policy is more generous than the law requires, this policy is what we will do.