FAQ & INFO
Your setup. Your questions. Our answers. Here you will find the most important information regarding orders, production, shipping, and your wheelset. The linked info pages explain the respective topics in more detail.
ORDERING & PRODUCTION
DIDN’T RECEIVE AN ORDER CONFIRMATION – WHAT SHOULD I DO?
Check your spam and promotions folders as well as the email address provided during checkout. If the confirmation is still missing, please email us with your name, order date, and – if available – your order number at support@smworks.at. We will check the receipt of your order. Order confirmation & Status.
WHY HAVEN'T I RECEIVED A PRODUCTION CONFIRMATION?
Once payment has been received and the configuration is complete, your order will be scheduled for production. We do not send a separate production confirmation. You will receive an email with tracking information when your order ships. For questions regarding current status, please contact us with your order number.
HOW LONG DOES STANDARD PRODUCTION TAKE?
For custom-built SM WORKS, EXCEL, and SM PRO PLATINUM wheelsets, the guideline is: generally up to 50 working days of pure production time. Depending on workload, design, and component availability, production may take less time or, in exceptional cases, longer. This period begins after full payment has been received and the configuration or order release is complete. Working days are Monday to Friday, excluding public holidays at the production site. All details can be found under Production & Delivery Times.
WHAT ARE THE BENEFITS OF EXPRESS PRODUCTION?
With SM WORKS Fast Lane, your order receives priority in production – with the same assembly and quality checks. For €199 per wheelset, shipping takes place within 4 calendar weeks from receipt of full payment and completion of configuration or order release. Booked tire mounting is included in the express period; package transit time is in addition to this. This option applies to SM WORKS wheelsets where offered and is selected directly for the product or in the configurator. Standard production times apply to EXCEL and SM PRO PLATINUM. More on Express Production.
HOW LONG DO KITS AND ACCESSORIES TAKE?
Custom-built SM BASIC KITS and SM PRO KITS: approx. 20 working days production time. Non-stock purchased parts & accessories: approx. 5–10 working days until shipment, depending on availability – for example, Moto-Master components, tires, and brake pads. Details and information on in-stock items can be found under Production & Delivery Times.
IS PRODUCTION TIME THE SAME AS TOTAL DELIVERY TIME?
No. The standard figures refer to the production of the wheelset. Additional work, such as booked tire mounting, may require extra time; for standard production, this can add about 1 week depending on order volume. The subsequent package transit time is separate. For express, the stated period applies until shipment. If you are planning for a specific date, ask us about the current timeframe before ordering.
CAN I CHANGE MY CONFIGURATION OR SHIPPING ADDRESS?
Contact us as early as possible with your order number and the desired change. We will check what is still possible at the current stage of processing and whether additional costs will be incurred. Once production has begun, configuration changes may no longer be possible; after shipment, address changes may be restricted.
SHIPPING & TRACKING
WHEN IS SHIPPING FREE?
During the Rebuild Season, we ship complete wheelsets, including Rebuild Deals and wheel configurators, free of charge to Austria and Germany – with or without tires and including selected wheelset configuration options. No code needed. For separately purchased small parts, accessories, and other products, a flat rate of €5.90 to Austria and €9.90 to Germany applies; this fee also applies to mixed orders in addition to free wheelset shipping. For other countries, regular rates apply. All shipping costs.
WHICH COUNTRIES DO YOU SHIP TO?
Regularly to all 27 EU member states and Switzerland. Malta and Cyprus have their own shipping rates; free shipping on complete wheelsets applies during the Rebuild Season for Austria and Germany. Great Britain, Monaco, and other destinations are currently only possible upon prior request. Countries and shipping rates.
WHICH COURIER DO YOU USE AND HOW LONG DOES IT TAKE?
We ship with Austrian Post or DPD. Once handed over to the courier, the guideline is: Austria approx. 2–3 working days, other EU countries approx. 3–7 working days. Outside the EU, transit time depends on the destination country, shipping service, and customs clearance. These guidelines are not guaranteed delivery dates. Our usual cut-off times are 4:00 PM for Post and approx. 12:00 PM for DPD; these refer to packages ready for shipment. Shipping & Tracking.
IS EXPRESS PRODUCTION ALSO EXPRESS SHIPPING?
Express Production prioritizes manufacturing and shortens the time until shipment. It does not include a separate express parcel service. The regular package transit time is added to the express period.
WHERE CAN I FIND MY TRACKING?
You will receive the tracking link via email with your shipping confirmation. A created label does not mean the package is already in transit; tracking updates appear after being scanned by the courier. If you don't receive an email, please also check your spam folder. More tracking info.
MY PACKAGE HASN'T ARRIVED OR IS DAMAGED – WHAT SHOULD I DO?
Write to us at support@smworks.at with your order number and tracking number. In case of damage, please include photos of the packaging and contents and keep both for inspection. Do not install or use damaged, safety-relevant components. We will review your request and assist you in resolving the issue.
IS PICK-UP POSSIBLE?
Our regular procedures are designed for shipping. Pick-up is only possible by prior individual arrangement. Please do not drop by without an agreed-upon appointment.
WHEELSET, ASSEMBLY & DOCUMENTATION
ALL BLACK, SM-BASIC, SM-PRO OR SM PRO PLATINUM?
All Black: completely black SM WORKS wheelset. SM-Basic: single-colored rims with individually selectable component colors. SM-Pro: two-colored rims. SM Pro Platinum is an independent component brand and is not synonymous with the SM WORKS version SM-Pro.
WHAT DOES PLUG & PLAY SET MEAN?
For our wheelsets designated as a Plug & Play set, a tire set is part of the product configuration. Tire model, tube or tubeless version, balancing, and other attachments depend on the selected equipment. The designation itself does not constitute a blanket promise of road legality or registration.
WHAT IS INCLUDED FOR FREE WITH THE REBUILD DEAL?
The appropriately marked SM WORKS Rebuild Deals include the SM-Basic Kit: front 320mm brake disc, matching brake caliper adapter, and sprocket. A rear brake disc is not part of this free kit. Other extras depend on your order.
HOW DO I FIND THE RIGHT WHEELSET?
Enter your motorcycle model and year completely in the respective configurator and select the offered components. If you are uncertain about fitment, size, or braking systems, email us before ordering with your vehicle details and information on any existing modifications. We will help you with your selection.
ARE TIRES, TUBELESS, AND BALANCING INCLUDED?
The scope of delivery depends on the selected product and your configuration. Tire mounting, tube/tubeless design, and balancing are only included if specified for the respective product or selected by you. Check your selection before completing your order.
WHAT DO I NEED TO KEEP IN MIND REGARDING ASSEMBLY AND SPOKES?
Assembly and maintenance must be carried out professionally according to the specifications of the respective vehicle and component manufacturer. Have new or newly laced wheels checked after the first short ride once they have cooled down; check again after subsequent rides. Further intervals depend on usage and wheelset specifications. Only use confirmed values for the specific spoke/nipple system. Do not continue riding if spokes are broken or significantly loose, or if there are cracks, deformation, noticeable wheel bearing play, or loss of air. Care, Maintenance & Rim Service.
HOW DO I CLEAN AND STORE MY WHEELS?
Clean cooled-down wheels gently with water, a pH-neutral cleaner suitable for the surface, and a soft cloth, then rinse and dry. Do not use aggressive cleaners or scouring agents and do not direct high-pressure spray onto bearings or seals. Store clean and dry during the winter break; have them checked again before the start of the season. All care instructions.
HOW DO I GET DOCUMENTS FOR REGISTRATION?
Request the documents available for your wheelset via Request TÜV folder. The responsible testing authority for your vehicle and components decides which evidence is required and whether registration is possible. Documents are not a guarantee of registration. Inform yourself in advance at Registration & Procedure.
AM I ALLOWED TO PASS ON THE TÜV FOLDER?
The documents are intended for the respective order and may not be passed on for use with other wheelsets. Presenting them to your responsible testing authority as part of the registration process is a separate matter. Please observe the notes in your documents.
RIM SERVICE & CONTACT
DO YOU OFFER A RIM SERVICE?
Yes – SM WORKS RIM SERVICE – CHECK & REBUILD. Whether it's a bent rim, broken spoke, or winter check: we inspect the rim, hubs, spokes, nipples, run-out, and wheel bearings depending on their condition. Component replacement, rebuilding, and truing are possible by arrangement. First, send us photos and information about the wheelset at support@smworks.at. We will clarify the scope of service and costs in advance; please do not send anything until we have spoken. Repair feasibility is decided after inspection. More about Rim Service.
WHAT APPLIES IN THE CASE OF WEAR OR A POSSIBLE DEFECT?
Get in touch with your order number, photos, and a description of the problem. Wear, accident damage, incorrect assembly, or maintenance must be distinguished from potential material and manufacturing defects; the cause will be investigated on a case-by-case basis. Statutory warranty rights and mandatory liability claims remain unaffected.
HOW DO I REACH SUPPORT?
For product questions, orders, and service, please write to support@smworks.at. For existing orders, please provide your order number; for fitment questions, include the model, year, and relevant modifications. This allows us to specifically check your request.
ARE COOPERATIONS OR SPONSORSHIPS POSSIBLE?
You can send cooperation requests via email or Instagram. We review requests individually and value appropriate content and long-term collaboration. Send us your channels, your project, and your specific idea. Discount solutions or material sponsorships are agreed upon individually.