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Welcome to the EastonCycling.com Customer Service Center. You can navigate the links below to find information on our current shopping policies including returns/exchanges, warranties, shipping and more. You can also find answers to the most commonly asked questions about shopping on our site. Our goal is to make shopping at EastonCycling.com easy and convenient.
Customer Service Info
Before contacting our Customer Service Department, please browse the links below to see if we can answer your questions here first. For all other inquiries, our Customer Service Department is available to help you.
For site or ordering issues please call (800) 217 9434 . Hours of operation (9am – 7pm EST Mon – Fri / 6am – 4pm PST Mon – Fri)
For Warranty related questions, please call:
USA: (877) 835 6629 (USA)
Hours of operation; 9am – 6pm EST Mon – Fri / 6am – 3pm PST Mon – Fri
EU or Rest of the World: +353+69+9930
Hours of operation; 8:30am – 5pm EST Mon – Fri
For Members of the EU and the Rest of the World:
We recommend that you first contact the Easton Distributor in your country with your inquiry.
Warranty Inquires: DealerWarranties@eastonbellsports.com
Wheel Service: WheelInfoEU@eastonbellsports.com
Note: Easton Cycling does not currently accept product orders via phone. If you are having difficulties ordering, one of our representatives can assist you with placing an order through our web site…
1. What brake pads do you recommend for your carbon rims?
We recommend the use of Swiss Stop’s Yellow King compound for predictable braking in all conditions. Brake pads are included with all current carbon wheels. We do not recommend the use of any other pad, and are not responsible for the performance of other manufacturers.
2. Can I use the Swiss Stop Yellow King pads on both my carbon and my aluminum wheels?
While the manufacturer and many bike reviews have supported the use of this brake pad on both carbon and aluminum rims we find that the Yellow King pads have significantly decreased performance when used on an alloy brake track. In addition, small aluminum shards imbedded in the pad from use on alloy brake tracks can cause damage to the carbon. For optimum braking performance, use the appropriate material brake pad for each type of braking surface.
3. Where can I find rider weight limits for your wheels?
None of our current (2008 and newer) wheels have rider weight limits.
4. Where can I obtain replacement spokes and other parts?
Straight pull spokes are widely available through bicycle parts distributors. Replacement spokes, rims, and hub parts are available directly from our Customer Service 877-835-6629.
5. What kind of solvent can I use to clean the leftover glue off of my carbon wheels?
Naphtha and acetone will both work, be careful with the acetone as it could affect the graphics.
6. Does Easton offer a PowerTap hub option?
At this time, Easton wheels are not available with a PowerTap hub. We do offer many current rims so you or your local wheelbuilder can create a wheel with a PowerTap hub. Our Service Center cannot assemble these wheels, and Easton cannot offer a warranty on these builds.
7. Are your rims available separately so I can build my own wheels or repair my wheel?
Yes, 2008 and newer rims and other small parts are available directly from our wheel service center at 877-835-6629.
Haven and EC90 carbon clincher rims are not offered separately. Rims for use with Twin Threaded(T3) hubs are also not available aftermarket. These wheels must be returned to our Service Center for repair or replacement.
8. Can current rims be built to a Twin Thread(T3) hub?
While many of our current Gen4 rims may seem equivalent, we do not recommend interchanging the two. Each rim is built to work as a part of a system, and the hub/spoke interface has a significant effect on the rim design. We cannot guarantee the stability of a rim originally designed to be used with a straight pull spoke when built using a T3 hub. It is best to return a T3 hub or wheel to our Service Center for any extensive repairs. Please call our call our Customer Service(877-835-6629) for pricing or a Return Authorization(RA) number.
9. What is the warranty on Easton Wheels and what does it cover?
The warranty covers defects in materials and workmanship for a period of two years. Crash damage and normal wear are not covered under the warranty. Please see our Wheel Warranty link for complete information.
10. Does the warranty apply to wheels purchased on eBay or other internet sites which are not Easton retailers?
No, Easton will only warranty wheels purchased from an approved retailer, a list of approved retailers can be found under the “Store Search” section of www.eastoncycling.com. Proof of purchase must be included for a wheel to be considered for warranty repair.
Certain authorized retailers do sell our products online, or through online auction sites, when in accordance with our regulations. In order for the warranty to apply, an itemized receipt from that dealer must be included with the proof of payment(e.g. PayPal or credit card statement). A PayPal or credit card statement does not constitute proof of purchase.
If you are not sure if the dealer is an Authorize Easton dealer, please contact the dealer and request a physical address and account name. Whether this is an authorized Easton dealer can be verified through our customer service at 877-835-6629. If the seller cannot provide this, and does not provide a receipt detailing this information, then our warranty policy does not apply to this sale.
11. Does Easton offer additional warranty coverage for crashes?
While other manufacturers provide ‘extended warraties’, Easton has found several drawbacks to this system. First, you may never need the coverage, and cannot recoup your investment once the extended period is over. Second, since these programs must be initiated at time of purchase, this is only available to the original owner and requires a snap decision. Finally, even an extended warranty may not cover the long life of your wheels(certainly not an Easton wheel!)
However, we understand that crashes do happen, and that this should not require replacing the entire wheel. To accommodate for these cases, Easton offers a “Rim Package” for all wheels. In the case of a crash(or any damage to the rim), you may return the wheel to our Wheel Service Center to have the rim replaced at a discounted price. The cost includes a new rim, nipples, and a professional build by our Easton wheel technicians. A new rim will carry a new serial number, thus renewing the rim’s 2-year warranty. Additionally, every wheel receives a 32 point inspection, so additional repairs can be recommended and completed during the service.*
Any Easton wheel is eligible for this program, for as long as you own it. No up-front cost, no time limit, and no receipt necessary.
Please call our Customer Service(877-835-6629) for questions, pricing, or a Return Authorization.
*Any cost for additional parts and repair is charged separately from Rim Package.
12. What does a preload adjuster do and how do I adjust it properly?
The R4, R4SL, XC One, and other hubs have bearing preload adjusters which allow the user to adjust the hubs as the bearings wear. This prolongs bearing life and decreases drag in the hub. Bearing preload should be adjusted with the quick release skewer tight, loosen the adjuster until you can feel play and then turn it to the plus side (clockwise) until the play is gone. If the adjuster is too tight, drag will be created, and the bearing will feel rough. This adjustment will need to be made every 800 – 1000 miles.
13. What should I do if my preload adjuster is coming loose frequently?
If you find that your preload adjuster will not stay in place, simple solutions may be available. Certain hubs have an alternative adjuster which uses a 19mm cone wrench rather than fingers to adjust. This can be provided at no charge, and is simple to install. Please note that it will not thread on easily, requiring more force to adjust fully. Once adjusted, however, it will be harder to come out of tune. Please call our Customer Service(877-835-6629) to arrange this replacement.
14. I have wheels without hybrid-ceramic bearings. Can I get the ceramic bearings installed?
Yes, grade 3 hybrid-ceramic bearings are available from our Service Center for most of our current wheels, as well as certain legacy hubs. Another option is to replace the four hub bearings and replace the cassette body with one of our new lightweight R4SL cassette bodies which has hybrid-ceramic bearings preinstalled.
Bearing installation is best done with a special tool called a drift. This will allow you to press bearings in straight and evenly using the quick release as press, and the axle as a guide. Instructions for their use can be seen through our Wheel Service link. Please call our Customer Service for more information.
15. Which cassette bodies fit which cassettes?
Please see our cassette body compatibility chart.
16. Which cassettes are compatible with Easton’s Shimano wheels?
50 and 70 series Shimano wheels are compatible with Shimano 8, 9, and 10-speed cassettes. 90 series wheels listed as “Shimano” are only compatible with Shimano 10-speed cassettes* when used as originally equipped. These cassette bodies utilize the HyperGlide-Deep serration pattern of Shimano 10-speed cassettes, which allows for a taller spline, thus reducing notching of the aluminum cassette body. 2011 rear wheels are available as SRAM compatible. These wheels are compatible with Shimano 8, 9, & 10 speed, as well as all SRAM cassettes. Replacement cassette bodies are also available to convert any R4/R4SL Shimano 10 speed specific wheel to SRAM(or Campy). Mountain wheels are compatible with all Shimano cassettes. Please speak with your local dealer, or call our Customer Service(877-835-6629) for further information.
*Shimano Junior 10-speed cassettes do not feature a Hyperglide-Deep serration pattern, and must be used with a 9-speed/SRAM compatible cassette body.
**R4SL red cassette bodies are only compatible with Dura Ace 7800/7900. Any R4SL hub equipped with a blue cassette body is compatible with all Shimano 10-speed cassettes.
17. Are Easton wheels compatible with SRAM cassettes?
50 and 70 series Shimano wheels are compatible with SRAM 8, 9, and 10 speed cassettes. 90 series wheels listed as “Shimano” are compatible only with Shimano 10 speed cassettes when used as originally equipped. These cassette bodies utilize the HyperGlide-Deep serration pattern on Shimano 10 speed cassettes, which allows for a taller spline, thus reducing notching of the aluminum cassette body. SRAM cassettes do not use this serration pattern, and therefore will not fit onto this cassette body. For 2011, rear wheels are available as SRAM compatible. These wheels are compatible with Shimano 8, 9, &10 speed, as well as all SRAM cassettes. Replacement cassette bodies are also available to allow use of SRAM cassettes on any 90 series wheel originally specified for Shimano 10 speed only. Mountain wheels are compatible with all SRAM cassettes. Please speak with your local dealer, or call our Customer Service(877-835-6629) for further information.
18. Are Easton wheels compatible with Campagnolo drive trains?
Most road wheels are compatible with Campagnolo drivetrains. Only EA and EC 90 wheels, which use Easton’s R4 and R4SL hubs, are compatible with Campagnolo 11 speed cassettes. 50 and 70 series wheels are only compatible with Campagnolo 9 and 10 speed drivetrains, and cannot be used with 11 speed drivetrains.
You must specify at the time of purchase whether you need a Shimano or Campagnolo cassette body.
However, if you or a dealer has a Shimano wheelset, it may be possible to do a ‘cassette body swap’ to make the wheel compatible. Please speak to the dealer, or contact our Customer Service for details.
Some, but not all, Velomax hubs can be retrofitted with a Campagnolo cassette body. Please call our Customer Service(877-835-6629) for information regarding compatibility.
19. What should I do if my cassette body is not compatible with my cassette?
The quickest resolution is to ask the dealer if they have the correct cassette body in stock. If not, the replacement cassette body may be ordered either through the retailer, or directly through our Customer Service at 877-835-6629. Swapping cassette bodies is fairly simple, and requires minimal tools. You can refer to our Wheel Service page for information on dis-assembly of the hub, or consult with a Customer Service representative on this process.
20. Is truing and replacing spokes on Easton wheels similar to other wheels?
In the case of Easton and Velomax front wheels, the process of truing and replacing spokes is similar to other low spoke-count wheels. The same is true of the non-drive side spokes of the rear wheel. However, our drive-side rear spokes require additional consideration.
When an Easton rear wheel is hand-built, the drive side spokes are brought to the highest tension possible with a spoke wrench. Then, the builder will use the non-drive side spokes to bring the wheel into dish and true. The result is a drive-side spoke tension higher than can be achieved by turning a nipple. This affects maintenance in two significant ways.
While truing the rear wheel, the drive-side nipples should not be used. Because of the higher tension, the nipples will likely be stripped if they are tightened. In addition, the uniformity of the drive-side spoke tension is essential to the wheel’s long term stability.
If a drive-side spoke is broken, simply re-lacing the spoke will not create the necessary tension to match its surrounding spokes. This imbalance can cause repeated spoke breakage, as the other spokes strain to compensate. To avoid this, the non-drive side spokes must be completely de-tensioned before replacing the drive-side spoke. Once the replacement spoke has been brought to an even tension with the other drive-side spokes, the wheel can be brought back to into true and dish using the non-drive spokes. This process will ensure proper tension, maximize strength, and utilize the original design of the wheel.
If you are not comfortable with this repair, you may send the wheel to our Service Center for repair. Please call Customer Service(877-835-6629) for information or to obtain a Return Authorization(RA).
21. Where can I find Easton Wheel Systems?
Please see our Store Search link to find your nearest local dealer. Easton components are also sold through certain authorized online retailers.
22. What happens if the spoke shears of at the hub on Velomax twin threaded hubs (pre 2008)?
If you remove the end caps, you’ll notice that the spokes thread all the way through the hub and exit on the inside of the hub shell. Depending on the hub, it may be necessary to remove the bearing to expose the spoke ends. In the event that you break a spoke off flush with the hub, it can still be extracted from the inside. Please see these instructions for tips on removal and installation of TwinThreaded(T3) spokes.
23. What’s the difference between black spokes and silver spokes?
Nothing, except for color. Black spokes are made by applying a black oxide coating (not anodizing) to the spoke. It’s a topical coating for cosmetic purpose only, and does nothing for the function or strength of the spoke.
24. Can I use brakes on the EC 90 TKO’s?
No, this will destroy the graphics.
25. Do Easton Wheels come with Quick Releases?
All Easton Wheels come with quick releases. Note that the EA50 and EA50SLs do not come with rim strips. EA50 AEROs do include rim strips.
26. How True are Easton Wheels?
Easton wheels are extremely true. We routinely see lateral and radial trueness to within 4/1000 of an inch. But initial trueness is not the most critical factor. In order for the wheels to remain true, even spoke tension is what really matters. That’s where we excel. We think it’s more important to sacrifice a few thousandths of an inch of initial trueness to maintain even spoke tension. That few thousandths of an inch may be visible to the experienced eye, however on the road it’s insignificant. Even spoke tension, on the other hand, is extremely significant, and that’s what is going to keep your wheel true.
27. With reduced spoke counts, are Easton wheels stiff enough?
The stiffness of any wheel depends primarily on the stiffness of the rim and stiffness and number of spokes. For a stiffer wheel, you need either a stiffer rim, or stiffer spokes, or both. For spokes that means either steel rather than titanium, thicker gauge rather than thinner, and more rather than less number of spokes. Unfortunately, all of these choices have tradeoffs: mostly increases in weight, and in the case of thicker or more spokes, poorer aerodynamics. The trick remains to find the optimum balance.
Fortunately, most bikes are not very sensitive to wheel stiffness. Rarely is it a problem for good performance. About the only disqualifying condition for flexible wheels is if it bothers a particular rider. In some cases flexible wheels can be the “last straw” on bikes that are already built with flexible parts (fork, stem, crank, bb, etc.). Additionally, as it relates to handling, uniform flex characteristics are more important than overall stiffness. Non-linear flex can be at best, quite disconcerting, and at worst, overtly dangerous.
At any rate, yes, Easton wheels are stiff enough; in fact they are stiffer than many other wheels, including some rigid spoke composites. Easton’s design has uniform flex characteristics as well.
28. Why are the nipples on some rear wheels different colors?
The rear wheel features brass nipples on the drive side and alloy nipples on the non-drive side. Alloy nipples are lighter than brass, so we use alloy everywhere we prudently believe them to work best. We use brass nipples on the drive side of the rear wheel because skill levels of mechanics vary. When high tension is involved, it’s generally easier to true a wheel that is built with brass nipples. The spokes with the highest tension are on the drive side of the rear wheel (due to dish offset for cog clearance), so it makes sense to sacrifice a little weight for long term serviceability.
29. Who can I contact for further information?
Please call the service center at 877-835-6629 or email firstname.lastname@example.org.