Welcome to our Customer Direct Ship-To-Home program for online order fulfilment through
AEW! Now that you are connected here are some helpful guidelines to assist with any questions you may have:
Customer Service:
◼ We have a dedicated Customer Service team available to help between 8AM and 5PM EST.
- Email - admin@alloyexpresswheel.com
- Phone - 510-447-0916
◼ Order status and tracking information is available through your Email/text and calls.
◼ Also, for Accounting needs or following up on specific information such as Order History, your
https://alloyexpresswheel.com/contact-us/
◼ AEW Online / Radius also includes a Live Chat Feature which provides quick and easy access to our
entire Customer Service team during normal business hours. (Please note the phone number goes to
the dedicated STH CS group only).
Order Flow Through Our System:
◼ When your PO is received by the AEW Connect Ship-To-Home order intake system:
◼ If all items are available:
◼ The system geo-locates your consumer, identifies the closest AEW location with the fastest
shipping time and lowest freight cost to select the products from.
◼ The order is picked, DOT Numbers are registered, and shipping labels are generated.
◼ The order is placed at the dock for pick up and is shipped, confirmed, and closed.
◼ We recommend making regular API calls back on each order (PO) until confirmation.
tracking and order close processes are completed. (This should take 1 – 2 hours from order
entry for this process to complete during normal hours of operation)
If all items are not available:
◼ In the event we have a short pick (not enough product to fill the order) a notification goes to our
Customer Service team, at which point they will locate the missing item or items, resubmit the
order, and the automated process will pick up the movement and provide back the same
information flow.
◼ If the shipping DC has none of the product shippable when they go to pick the system, we
should receive a notification. Our Customer Service Team can then assign the order to
another DC that has the product available if we send them the order number and alternate DC number.
◼ If the product is not available at all, we’ll send an order cancellation notice.
Order Cancelation
◼ Cancelling orders quickly through the AEW system helps prevent the need for some returns. Orders
process in the AEW Warehouse Management System within 30 minutes to 1 hour of receiving order
confirmation. We have two paths available that will allow you to attempt to cancel your orders as
soon as possible.
◼ AEW Online / Radius: From inside your AEW Online / Radius account in the order history
section you will find the list of active orders in the ATD System. If you see an available check box
that reads “Cancel Item” Select the check box and click the Cancel Items button to cancel the
order.
◼ AEW Connect (API Services): There are two simple calls to make
◼ Cancel Order Eligibility that will deliver a True (Can be Cancelled) or False (Can’t be
Canceled)
Returns
◼ Returns generally fall into one of three categories and are handled in the following manner:
◼ Non-Deliverable: Examples of this may include the customer simply refusing the order, delivery
location not available, etc.
◼ In this case UPS / FedEx takes the product back to the shipping DC. It is very important that
you still contact our Customer Service team, as they will issue the RMA that the DC will
receive the product against, ensuring the timely processing of your credit.
◼ AEW Error: This is when something is wrong with the order from our end, examples include mis-
boxed/labelled items, finish problems, mis-shipped, etc.
◼ Please contact our Customer Service team with a full description of return: Return Reason,
Item, Quantity, Method of return. The team will then assess the return and issue call tags
and return the product back to the shipping to the DC to process the RMA and issue credit.
◼ Consumer Issue: This would be an issue or error with your customer, such as providing you the
wrong information, they changed their mind, etc.
◼ In this scenario you are responsible for bringing the product back to our location. When
they arrive contact the eComm customer service team for an RMA, and Return DC
information.
Request a Return
◼ Parcel Shipment (Ship to Home)
◼ Contact AEW eComm customer support at Admin@alloyexpresswheel.com to request a Return
Merchandise Authorisation ( RMA ). When requesting the RMA please include the PO of the
order to be returned in your email Subject field. Critical information needed in the body of the
email includes, AEW part number, quantity to be returned and reason for return. RMA’s are AEW
◼ location specific, please specify where the tyres are being returned to, then your AEW agent and
will create the RMA to the AEW DC destination where the products are being returned. For the
return to be processed the RMA number must be on the tracking label and returned to the DC
from which the RMA was created.
◼ When the product arrives at the DC associated with the RMA, the returned goods are inspected to
ensure new/resaleable condition. If the return is authorised, then the RMA Number on the label
will be entered, part number and quantity will be confirmed, and the return processed. If the
return is not authorised for any reason, the eComm CSR team will contact you with the reason for
denial.
◼ AEW Truck Delivery (Deliver to Store)
◼ Contact AEW eComm customer support at Admin@alloyexpresswheel.com to request an RMA. When requesting the RMA please provide the PO number, part number and quantity to be returned.
◼ The AEW agent will enter the RMA to the location that products were originally delivered to.
◼ Upon arrival at the location and confirmation of products and quantity received by and AEW
delivery driver, the RMA will be processed at that time.
Shipping
- We can ship on your own FedEx account; in this case we would need your account number.
- We can ship on our FedEx account at the Net Rate. This will base the actual cost on the weight, dimensions, and distance travelled on items ordered.
- We can ship on our Flat Rate Matrix. As mentioned, this is the one most used as it is easier to predict and factor the shipping costs into pricing.
AEW Flat Rates with FedEx
Weight 0-25 25.01 - 30 30.01 - 50 50.01 - 100 100.01 - 150
New FedEx Rates $10.00 $15.00 $25.00 $37.00 $47.00
◼ With FedEx Ground® and FedEx Home Delivery® Services, you can ship packages up to 150 lbs (68kg), up to
108" (274cm) in length, and 165" (419cm) in length plus girth.
◼ Please note, we do not currently offer a Signature Required option on our shipments due to the surcharge that would be passed along to you.
◼ Additional shipping features available:
FLX FWD - -This service is now available for you to leverage our fleet for residential delivery to consumers. Limited to non-Marketplace orders for now. For any order that has a consumer within approx. 35 miles driving distance from a DC that has the product in stock, it will go on our FLXFWD Service. We have also recently activated our Local Plus
network to this feature, which allows you to utilise the inventory within the DCS hub and spokes network offering a larger range of products, quick delivery time frames, cheaper freight and better customer experience.
Preview Order Call
Eligible Orders will show “AEW Route Truck” and freight expense based on the table below.
Cut Off Times
Same Day Delivery Cut Off Time 11am local time
Next Day Delivery 10:30pm local time.
Rates
Weight Category Flat D2C Rate
0 - 20 LB $7.00
20.01 - 40 LB $12.00
40.01+ LB $18.00