We have been in this business long enough to receive similar questions about our products everyday. Here are answers to the more important ones, if you do not see an answer to your question here, e-mail us.
1. Is there a warranty for your wheelsets?
All our wheelsets have a 1 year warranty against any defects in workmanship and material. All local orders of our wheelsets are trued and serviced for free and broken spokes are relaced within the first year of usage.
For international orders as it is very difficult to assertain the cause of the damage, we offer replacement spokes for free within the first year of purchase. We will offer e-mail support for any other technical difficulties experienced. If the wheelsets require major rework, the buyer will be responsible for shipping the wheelset back to us. We will then repair, replace, service and return the wheelset at no additional cost within the first year of purchase. If the wheelset is defective we will refund the shipping cost to the buyer.
After 1 year, we still provide e-mail support and offer replacement parts for most of our products.
2. Where are your wheelsets made?
All our wheelset components are made in different parts of Asia, mostly Taiwan and China. We use mostly open molds for our rims and spokes but we specify finishes and technical specifications for them including spokes holes, hole angles, numbers and material choice.
We designed, developed, tested and own the molds and toolings for our SOUL hubs and they are made exclusively for us. This is something that differentiate our wheelsets from the rest. SOUL hubs are into it's second generation as we strive to perfect the hubs for our wheelsets further each year.
All soul wheelsets are hand assembled in Singapore. Each spoke, rim and nipple is preped before assembly. During the build process, each spoke is stress relieved, pre-stretched and bedded a minimum of 3 times. This is to ensure a durable build and is what sets us apart from most wheelsets coming direct from Taiwan. Each spoke is also checked for tension and a deviation of 10% (normally only around 5%) is accepted for our wheels. All our wheels are built to approx 0.2-0.4mm trueness. We cannot guarantee the roundness of the wheelsets though as most of the rims that we specify are slightly imperfect around the rim joint and we prefer to have our wheels with equal spoke tension as opposed to roundness. In most cases we try to get our wheelsets approx within 1mm in roundness without sacrificing spoke tension eveness.
3. Where are your frames made?
All our frames are again sub-contracted to frame builders in Taiwan and China. Unlike many other brands, we design, draw, specify, test and even refinish all the frames that we sell. We do not use any open molds or jigs for our frames and you will not be able to find a similar frame from any factory.
