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Frequently Asked Questions

The FAQ is organized into different categories; please select a category that you are interested in.

Contact Info

  1. What is your contact Information?
    U.S Domestic and Canada Toll- Free Phone Number: 1 (866) 956 1501
    International Phone Number: 1 (713) 956-1501
    Fax number: (713) 956-0601

    Mailing Address:
    OTR-offroadtire.com
    11500 Kilburn Rd.
    Houston, TX 77055

    All Questions can be answer by complete the Contact Us form if you can not get through our phone.


  2. How do i contact the webmaster of this website?

    You can email me directly at webmaster@otr-offroadtiresupply.com

Return

  1. What do i need to know if i want to return a product?

    Tires
    There are no returns on tires. Please refer to the individual tire policy if you have any questions regarding warranty specifications.

    Tubes/Flaps, Tire Repair Materials, and Equipment
    If you are not satisfied with a product, please call to request an RMA (Return Material Authorization) number within 7 calendar days of the receipt of the product. Please note that there is a 15% restocking fee on all returned
    materials.

  2. Do you honor products with misprints, wrong names, wrong descriptions or wrong pictures?
    Please read our Terms and Conditions regarding these type of problems.

  3. What is OTR-offroadtire's Return Policy?
    If you are not satisfied with a product, please call to request an RMA (Return Material Authorization) number within 7 calendar days of the receipt of the product.

    Please note that OTR does not permit the return /refund/exchange on:
    • Non Stocking Items
    • Special Orders
    • Tires

    There is a 15% restocking fee on all returned goods. Credit will not be issued until we inspect and verify that product is in its original condition. All returned items should be in their original packaging with no wear.


Shipping

  1. How long does it usually take for my order to arrive?

    Tires
    45-60 days after receipt of order

    Equipment
    It depends if equipment is in stock. If equipment is in stock it will take 2-3 weeks to receive the order. If equipment is not in stock it will take about 8-12 weeks to receive order. Please check product availability.

    All Other Products (tubes, flaps, and tire repair material)
    Inventory changes constantly therefore some products may be in stock one day and not others. If inventory is in stock it will take 1-4 days to receive order. If inventory is not in stock, expect 1-4 weeks to receive order.

    Please note that once an order is placed, we will confirm the delivery date.


  2. What happens when my order arrived damaged?
    Apparent Damage
    If the packaging seems to be damaged upon delivery, the customer has the right to open the box and inspect the product before signing for the item. If the item is damaged, the customer can refuse the item. If this is the case, we will ship a new item and we will be responsible for filing a claim with the manufacturer
    If the customer signs for the product even though it appears damaged, it is the customer's responsibility to file a claim with the carrier.

    Concealed Damage
    If there is concealed damage that was not noticed upon receiving product, the customer has to contact the carrier within 48 hours of receiving goods to file a claim. Further instructions will follow after filing a claim. The customer can contact us if they need assistance with resolving their claim.


Shopping

  1. What are my benefits of becoming a member?
    It is recommended that you use this option. By being a member you will be able to track your order status and browse previous orders. You will also be allowed to request quotes and overall you will spend less time placing an order because your information will be stored.

  2. What do I do if I want to request a quote?
    In order to request a “Quote” you have to be signed in as a member of OTR-offroadtire. Please log in order to access this feature.

  3. How do I request a quote?
    Information about requesting a quote can be found here

  4. I requested a quote but I have not received any information regarding my quote.
    If we do not contact you after 24 hours of submitting your quote please e-mail us or call us at our Toll-Free number (1-866-956-1501) for an update.

  5. What are my payment options if I live in the United States?
    Please note that orders are processed after payments are verified. OTR-OffRoadTire accepts all major credit cards: American Express, Visa, Master Card, and Discover. You can also send a check in advance. There is a special financing program available through Pacific Fund.

  6. What are my payment options if I am a company in the United States?
    OTR-OffRoadTire accepts all major credit cards: American Express, Visa, Master Card, and Discover. You can also send a check in advance. Open accounts are available for companies upon credit approval. Payments terms are Net 30 days. Companies will need to apply with our credit department before approving an open account.

  7. What are my payment options if I am an international customer?

    A. Wire Transfers

    B. OTR-OffRoadTire accepts all major credit cards: American Express, Visa, Master Card, and Discover. Additional information will be required if paying by credit card.

    C. Letter of Credit. Terms and conditions will be discussed on individual basis. Note that there is a limit of $25,000 or more on a letter of credit.

    **Please note that no open accounts are established for international sales.

  8. What do the Stock Item Statuses mean?

    In Stock: This means that this item is available in our inventory and that it usually ships within one business day. It will take about 5 days to receive order.

    Out Stock: This means that this item is not in our current inventory but we may have it at a later time.

    Back Order: This means that this item is not in our current inventory but you may still order this item. We will notify you when this product is available for shipment.

    Call to Confirm: This means that we may or may not have information about this product availability. You will need to contact us for further details.


Warranty

  1. What is OTR-offroadtire.com warranty policy?
    OTR offers the manufacturer's warranty. Because we represent different manufacturers, the customer will have to refer to individual product's manufacturers warranties.

Security

  1. How safe is shopping at OTR-offroadtire.com?
    Shopping at OTR-offroad tire is very safe. We want this to be a pleasant shopping experience for customers since we know how difficult it is to deal with Internet fraud. This site offers state of the art security features to keep your personal information private and hacker free.

    This site is tested and certified daily to pass the HACKER SAFE Security Scan. The"live" HACKER SAFE mark appears only when a web site meets the HACKER SAFE standard.

    This site also uses Thawte, which secures your private information, by using a Thawte SSL123 Certificate to secure communications by encrypting all data to and from the site. This helps prevent interception and hacking.


  2. What information do we collect and how do we use it?
    When you place an order we collect your e-mail address, phone number, credit card information, and mailing address.

    We use your e-mail address to contact you and send you information about your order status or to provide you with information if we cannot reach you by phone.

    We use your phone number to contact you if we need your immediate attention regarding your order or for any order updates.

    We use your credit card information so we can process your order. We shred all credit card information once order has been processed and received.

    We ask for your mailing address so we can know where your product will be shipped. Also, for your security we check that the credit card number matches the address.

  3. How does OTR-offroadtire.com protect customer information?
    All orders placed on-line are submitted through a secure server. The secure server software (SSL) encrypts all information you input before it is sent to us. Furthermore, the payment data of your order is also encrypted in our database.

  4. Will OTR-offroadtire.com disclose the information it collects to outside parties?
    No. OTR-offroadtire.com does not sell, trade, or rent your personal information to others.

State and Local Agencies

  1. Who do I contact if I am representing a State and/or Local Agency?
    You should call us or complete our contact form for further assistance. Please remember to write "State or Local Agency" on the subject line. Also add what state or local agency you are representing.

OTR-offroadtire's Terms & Conditions

In construction of this website every attempt is made to supply the most updated and correct information. Nonetheless, unexpected errors in information may occur. OTR-offroadtire.com disclaims any responsibility for typographical errors or misprints contained in the companyís website. Prices and information made available at OTR-offroadtire.com are subject to change without notice. All merchandise listed in this Website, catalog or any type of OTR-offroadtire.com advertisement are provided "as is" (to the extent allowed by law) and, unless otherwise specifically noted, are without warranties of any type, expressed or implied. OTR-offroadtire.com disclaims any liability for product defect claims that are due to product misuse, improper product selection and/or misapplication. Any liability for consequential, incidental, special, exemplary, or punitive damages including, without limitation, lost revenues, or lost profits, arising out of or in any way connected with the use or misuse of the information or lack of information on OTR-offroadtire.comís site is expressly disclaimed. OTR-offroadtire.com's liability in all events is limited to, and shall not exceed, the purchase price paid for the product that gives rise to any liability

 
 

OTR-Off Road Tire is an affiliate of ATS-All Tire Supply.

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