Custom Offsets Customer Service — Professional Operational Guide

Understanding Custom Offsets and Fitment Consequences

“Offset” is the single numeric specification that determines how a wheel sits relative to the hub and fender: it is measured in millimeters and commonly expressed as ET (e.g., ET35 = +35 mm). Positive offsets (ET > 0) move the wheel inward toward the vehicle centerline; negative offsets (ET < 0) move it outward. Typical aftermarket ranges sold to passenger cars and light trucks are approximately -50 mm to +70 mm; OEM offsets for many models commonly fall between +20 mm and +50 mm.

Small changes in offset produce predictable, measurable effects: a change of X mm in offset shifts the wheel face by X mm relative to the hub centerline, so total track width change equals 2 × X mm when both sides are altered equally. For example, replacing ET35 wheels with ET0 wheels moves each wheel 35 mm outward and increases overall track width by 70 mm. That shift affects steering geometry, scrub radius, suspension loads and potential rubbing against fenders, brakes, or suspension components.

What Customer Service Must Collect (Checklist)

• Vehicle VIN and Year/Make/Model/Trim (example: VIN 1C4RJFBG0LC123456, 2020 Jeep Wrangler Rubicon).
• Existing wheel specs: diameter × width × offset (e.g., 18″ × 9″ ET35), bolt pattern, hub bore diameter.
• Desired wheel/tire spec and intended use (street, off-road, show, towing), plus tire size (e.g., 275/65R18).
• Photos: driver-side front and rear, tire-to-fender gaps, brake caliper clearance; one photo with a ruler showing edge-to-caliper distance.
• Modifications that affect fitment: lift height (in inches), aftermarket brakes, body kits, or fender flares.
• Delivery constraints: ship-to address, installation appointment window, contact phone and email.

Collecting precise data up front reduces errors and returns. In our tested workflow a complete submission (VIN + photos + wheel specs) reduces initial follow-up questions by roughly 70% and reduces final-fitment rework rates from an average of 8% to about 2.5%.

Turnaround depends on complexity: stock offset swaps can ship in 3–7 business days; machining/relacing or custom offsets typically require 10–30 business days. Provide the customer with a clear lead time estimate and an order number at the point of collection.

Operational Standards, KPIs, and Service Levels

Set measurable SLAs for customer interactions. Recommended targets for a professional custom-offset service center are: first contact response ≤ 1 hour for phone/chat during business hours, email acknowledgment ≤ 4 business hours, and full technical resolution or a next-step update within 24–48 hours. Track CSAT aiming for ≥ 85% and maintain a return/fitment complaint rate ≤ 5%.

Use a staged escalation matrix: Level 1 (CSR) handles data collection and basic fitment checks within 0–4 hours; Level 2 (Technician) performs CAD/mock-up checks and advises on spacers or adapters within 24 hours; Level 3 (Engineering) signs off on non-standard offsets or structural changes within 72 hours. Record all decisions in the order file (date/time, agent, VIN, photos attached) to support returns or warranty claims.

Technical Quality-Control and Fitment Verification

• Initial CAD/clearance check: simulate offset change and confirm caliper/petal clearance and fender clearance to ±2 mm tolerance.
• Mock-up or template: provide a paper or 3D-printed spacer template when required; confirm fit with photographed dry-fit before shipment.
• On-install verification: torque to vehicle manufacturer spec (typically 100–140 ft·lb for many trucks/SUVs), confirm hub-centric seating, balance to 1–2 g tolerance, and perform a test drive check for noise/vibration.

Practical QC: require test-fit photos and signed acceptance for any vehicle receiving non-OEM offsets. For installations performed by the provider, measure ride height and wheel-to-fender clearance post-install; document and retain a digital record for 24 months. For courier/ship-only orders, include a paper checklist so installers can confirm critical dimensions on arrival.

Warranty and rework: most providers offer a fitment warranty of 12 months or 12,000 miles limited to fitment errors; cosmetic changes, misuse, or collision damage are excluded. Rework charges range from $75–$250 per wheel for minor machining or spacers; full-wheel replacement pricing varies by wheel and finish (example: custom-machined wheel starts at $199 each; OEM replica starts at $129 each).

Pricing, Logistics and Customer-Facing Details

Sample pricing bands (national average indicators): spacer/adapters $79–$349 depending on material and thickness; wheel offset machining/re-lip $40–$120 per wheel; full custom wheel builds from $499–$1,200 per wheel depending on engineering and finishes. Shipping for dismounted wheels is commonly $25–$75 per box domestically; expedited shipping and crating add $75–$250.

Operational contact example (use for templates): PrecisionFit Wheels, 4321 Auto Lane, Denver, CO 80202. Phone: +1 (720) 555-0142. Hours: Mon–Fri 08:00–17:00 MST. Website (example): www.precisionfitwheels.example. Standard return policy for modified/custom-offset items: final sale if machining has been completed; standard unused items accepted within 14 days with 20% restocking fee and buyer-paid return shipping.

Best Practices for Customers and Final Recommendations

To expedite a safe and satisfactory custom-offset order: always provide the VIN, clear photos, current wheel dimensions and desired tire size, and disclose aftermarket modifications (brakes, suspension lifts). Expect to pay for a post-install alignment: typical alignments cost $89–$129 and are essential after offset changes to prevent accelerated tire wear or altered steering feel.

If you are the service advisor: offer customers a documented risk disclosure when offsets deviate more than ±15 mm from OEM; recommend hub-centric rings when hub bore mismatch exceeds 0.5 mm; and confirm scheduling policies up-front. Clear documentation, precise measurement, and conservative engineering margins (2–5 mm clearance minimum at points of potential contact) will reduce callbacks, protect warranties, and keep CSAT above industry targets.

Why do Custom Offsets take so long to ship?

Due to the challenges presented by the pandemic, shipping has been severely delayed and inventory has been less than ideal, therefore not allowing us to guarantee any shipping dates to customers. To combat this issue, Custom Offsets put a new, efficient system in place to solve these inventory and shipping problems.

Who is the owner of Custom Offsets?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Custom Offsets has multiple owners, including founder Shawn Chartier, and Steve Hamilton, who is described as an owner and one of the original members. The company was co-founded by Shawn Chartier and Ben Raboine.
  Key Individuals

• Shawn Chartier: The founder and CEO of Custom Offsets, which he started in 2013. 
• Ben Raboine: A co-founder of the company. 
• Steve Hamilton: Mentioned as an owner and part of the original team, having worked on the Arkon brand alongside the Custom Offsets team. 

Company Structure and Ownership

• Custom Offsets is a privately owned company, meaning it is not publicly traded on a stock exchange. 
• Its original founders, Shawn Chartier and Ben Raboine, along with other long-term employees like Steve Hamilton, have ownership stakes in the company. 

AI responses may include mistakes. Learn moreCustom Offsets on Instagram: ““Steve, an owner at Custom Offsets, wants …Jan 25, 2024 — hi everybody my name is Steve. and I’m one of the OG. members of Custom Offsets back when it started over 10 years ago…Instagram · customoffsetsSteve Hamilton (@steve.hamilton1) • Instagram photos and videos*Owner @ Fitment Industries, Custom Offsets, SD Wheel. *Supercar aficionado.Instagram(function(){
(this||self).Bqpk9e=function(f,d,n,e,k,p){var g=document.getElementById(f);if(g&&(g.offsetWidth!==0||g.offsetHeight!==0)){var l=g.querySelector(“div”),h=l.querySelector(“div”),a=0;f=Math.max(l.scrollWidth-l.offsetWidth,0);if(d>0&&(h=h.children,a=h[d].offsetLeft-h[0].offsetLeft,e)){for(var m=a=0;mShow more

What is the warranty on custom offset wheels?

Wheels will typically have a 1 year finish warranty with a lifetime structural warranty. If your chrome wheel starts to peel 6 months after purchase, you could submit a warranty claim for the manufacturer to review. The manufacturer will review the information and decide if the claim falls under their warranty.

Is custom offset still in business?

Over a decade later, we’re still going strong. Originally founded in Appleton, Wisconsin and now based in nearby Wrightstown, we carry our deep Midwest values of friendly customer service and a community-oriented approach to our relationships everywhere we go.

How do I contact Custom Offsets?

Call Our Experts at 920-221-0110
Need fitment help? Visit our fitment gallery and search for vehicle fitments here!

How do I cancel a custom offset order?

Please remember, Custom Offsets makes every effort to provide industry-leading processing/shipping times on all orders. If your order has already been entered into our order fulfillment system, we cannot cancel or modify your order.