Q1: How soon will my order ship after payment?
A: For non-custom items, orders are processed within 2 business days and dispatched on weekdays. During holiday periods, orders will ship within 5 business days. For custom orders, please allow 7–10 business days for dispatch.

Q2: How do I track my shipment?
A: You can view your order number and real-time shipping status on the Order Details page of our website. If you need further assistance — such as a delayed parcel or an address update — please reach out via the Tagoola Community.

Q3: Where are orders shipped from?
A: We currently operate two warehouses worldwide:
Xiamen, China — Tagoola headquarters, serving customers globally.
Germany — our overseas warehouse, dedicated to customers within the EU.
We determine the best shipping warehouse based on your order details, delivery address, and available stock. If you have specific requirements or questions about your order, feel free to contact us through the Tagoola Community.

Q4: What shipping methods do you use?
A: We offer free shipping on all wheelset orders to over 70 countries directly through our website. We ship via EMS/DPD with an estimated delivery window of 15–30 days. Please note that customs clearance in the destination country may cause additional delays. For more details, see our Shipping Policy page.

Q5: Which countries qualify for tax-inclusive shipping?
A: Tax-inclusive shipping is available by default to the UK, the US, and most EU countries. For all other countries, please consult our customer service team.

Q6: How much import duty will I need to pay?
A: Tagoola wheels ship directly from our factory to destinations around the world, and customs policies vary by country. Some countries offer duty-free or low-duty thresholds for bicycle components, but the exact amount is determined by your local customs authority. We recommend checking your country's import duty policies before placing an order. In the event that customs duties are charged, the buyer is responsible for payment.

Q7: How do I cancel or modify my order?
A: If your order has not yet shipped, you can contact our customer service team to cancel or modify it. Once the order has been dispatched, it can no longer be cancelled. If you need to make changes — such as updating your shipping address or contact details — please reach out to us as soon as possible before the order ships.

Q8: What should I do if the package arrives with visible damage?
A: Before or at the time of delivery, please photograph the damaged packaging (from multiple angles, photos or video) in the presence of the courier, and note "Damaged packaging" on the waybill before signing. Open the package immediately and inspect the wheelset for any physical damage or deformation caused during transit. If you discover any issues, contact us through the Tagoola Community within 48 hours of receiving your order, attaching photos or videos of both the damaged packaging and the affected parts. We will work with you to arrange the most appropriate solution based on the situation.