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Frequently Asked Questions
Frequently Asked Questions
What's your 30-Day Satisfaction Guarantee?
We want you to be completely satisfied your purchase. A copy of our policy, along with a return form, is shipped out with every order. Should an item that was purchased through the online store fails to meet your expectations, we'll gladly accept its return within 30 days of the original purchase. Please note that this only applies to online store purchases from the Australian store. For the return policy on a purchase made at your local Specialized retailer, you'll need to ask them individually about their policies.
What are your terms and conditions?
Good question. You can see our complete Terms & Conditions here.
Does Specialized offer a Military Discount?
Unfortunately, we do not offer a Military Discount at this time.
I'm looking for a product that's not online. What do I do?
Specialized produces many proprietary parts for our bikes that require a certain level of expertise and knowledge to install. These parts are not available for purchase directly from us. The way to order service parts is by having your local retailer contact their Retail Care representative to set up a special order for you. As always, if you have any questions, feel free to contact Specialized Rider Care at 1300 743 370 or [email protected]
Can I ship outside of Australia?
No, the Specialized Australia webstore can only allow deliveries within Australia.
How do I track my order and delivery status?
Once your order has been dispatched from our distribution centre you will receive an email notification from our partner carrier, Australia Post, with your tracking number and link to track your order online. Tracking information should be available as soon as you receive the email however, please note that until Australia Post updates their system with your tracking information, you will be unable to track your order.
Will you ship my product on a weekend or public holiday?
We will only ship product on business days within our standard business hours. Our distribution centre is closed on public holidays in Melbourne, Australia. For orders placed on, or the day before a weekend or a public holiday, delivery time may be extended by 1 – 2 business days.
Can I return a product to a store that stocks Specialized products?
Unfortunately, no you cannot return products purchased from our webstore to a store that stocks Specialized products. Goods purchased from the Specialized Australia webstore can only be returned directly to Specialized Australia to the address specified below. Physical retail stores, being independent, cannot accept or process web store returns.
Can I exchange a product?
Unfortunately, we do not exchange products under our change of mind policy. If you wish to exchange a product, you will need to return your purchase for a refund and then place a new order.
Will you refund my shipping costs if I return my order?
Specialized Australia will refund the cost of the returned product under our change of mind policy, but we will not refund the shipping costs you paid for the initial purchase of that product.
When will I get my refund?
Your refund will be processed as soon as the product you have returned is inspected by our Rider Care team and it is confirmed that it fits within our change of mind policy. This quality check can take up to 1 week from receipt, however we endeavor it to be less. Once the return has been approved, it takes 1-2 days for the refund to be made by Specialized Australia to your payment services provider (for example your credit card issuer).
Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider.
What are my rights under the Australian Consumer Law?
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Please refer to information provided here by the Australian Competition and Consumer Commission:
CLICK & COLLECT
Is Click & Collect available for all Specialized Authorised Retailers?
Click & Collect is available at most stores. However, there are some stores which we are unable to provide the service to.
How long until my bike is ready to be picked up?
Once shipped, your bike will take anywhere between 5-7 business days to arrive in your chosen store, from there they’ll aim to complete the build within 48 hours of receiving the bike.
How do I know when my order is ready to pick-up?
You’ll receive email updates along the way.
Updates will land in your inbox for the following events:
Order has been shipped
Order has been received at your store
Order is ready for pick-up
My order has both a bike and equipment, can I pick up the equipment prior to the bike being built?
For simplicity, orders can be picked up once all items are prepared.
When will I receive my refund on a returned item?
You’ll receive your refund 1-3 business days after our Rider Care team have reviewed your items.
Can someone else pick up my Click & Collect Order?
At checkout, you can include the details of who will appear on the order confirmation. The confirmation details will need to match an ID.
If you’ve already completed the order, feel free to call our Rider Care team on 1300-743-370 and we’ll see what we can work out.
How do I collect my order?
To collect your order, head into your chosen store and you’ll get the attention from one of their friendly staff who can help you out.
Please ensure you have your delivery confirmation email and proof of your ID.
You can provide either a print-out or the original email on your smartphone.
Please note that you will not be able to receive your order without these documents.
How do I update my account information?
You can change your account information by selecting Login/Register. Enter your email address and password to view your account information. You can update your email address, name, password, billing/shipping information, and your preferred riding style.
How do I register my bike?
Any Specialized-brand bicycle can be registered by the original owner from our website. You can access the registration form here.
To register your bike, you will need the serial number from underneath the bottom bracket on your bike. Registration is advantageous in that it provides us with a way to give local police ownership information on recovered stolen bikes. It is also useful in warranty- and service-related situations.
Where can I test ride a Specialized Bike?
The best way to test ride a Specialized is at a local Authorised Specialized Retailer. The best way to find a retailer in your area is to make sure you are logged into your region on our website and then use the "Find a Retailer" link located at the top of the page.
How do I determine the size of my bike?
First, look over your frame to see if there are any stickers indicating its size (for example: 17, 19, M, L, 56, 58, etc.). If a sticker indicating the size does not exist, then follow these simple steps:
1. Measure the length of your bicycle's head tube. The head tube is the part of the frame that the front fork inserts into. It is the forward most part or "tube" of the frame and it is arranged in a slight angle off of vertical. You will need to measure this length in millimeters.
2. Once you have the length of your bicycle's head tube in millimeters, you can then compare that length to the geometry chart for your corresponding year and model of bicycle. A geometry chart is a chart that lists all of the important measurements of your bicycle's frame in relation to each size the bicycle was made in. The geometry chart for your specific model and year (as well as other valuable information about your specific bicycle model) can be found in the archive section of the Specialized website. The archive section can be found by hovering your mouse cursor over the red Specialized banner in the upper left hand corner of any page on the website, then clicking on "Bikes" then clicking on "Archive."
3. Once you've located your specific model and year in the online archive, click on the "Geometry" tab located under the photo of your bicycle. This will show you the geometry chart for your specific model and year in accordance with all of the sizes the bicycle came in.
4. Locate the row in the geometry chart labeled "head tube length" and scan across the row until you find the measurement that matches the measurement that you took from your bicycle's head tube.
5. One you've found a match, scan to the top of that column and you'll see the corresponding size of your bicycle. Note: A serial number does not indicate the size, model, or year of a bicycle. We will not be able to tell you this information with only the serial number. If you do not know the model and year of your bicycle, you will need to find it manually via the photos in the online archive.
Where can I find my bike's serial number?
Almost all of our serial numbers are located on the bottom bracket shell of the frame. Some newer models will have a non-removable sticker on the down tube near the bottom bracket. Specialized serial numbers typically start with the prefix "WSBC," "WUD," "STT," or "STE." If you don't know where the bottom bracket shell of the bike is, simply turn the bike upside-down and the bottom bracket is the part of the frame that the cranks run through. You will see the serial number stamped into the frame down there.
REPAIRS & SERVICING
Can I repair a crashed helmet?
Helmets are not repairable. We recommend that you replace the helmet if you hit your head at all. Even the slightest hit can compromise the integrity of the helmet.
What are the recommended service intervals on the fork and rear shock?
When your shock is in active use, a small amount of residual grease will purge from the seals. This is normal—it is not the oil leaking from the shock. These seals need to be damp with grease, and a little bit of oil on the shock is the sign that things are working properly.
To prevent wear and damage to the shock, we recommend the following maintenance schedule for Specialized branded suspension forks and rear shocks:
· Set sag every ride.
· Adjust rebound every ride.
· Clean shock body every ride.
· Air sleeve maintenance Every 50 hours.
· Clean aluminum pivot reducers and check for wear grease every 50 hours.
· Have your retailer send your fork/shock to the Specialized Service Center for inspection and oil change every 150 hours or annually.
· For FOX and RockShox co-branded BRAIN suspension products, the air sleeve/lower leg maintenance must be performed every 30 hours.
· For FOX and RockShox co-branded BRAIN suspension products, your dealer must send the product to the Specialized Service Center for inspection and full oil change/service every 100 hours or annually.
CAUTION! All internal shock maintenance must be performed by an Authorized Specialized Service Center.
Can Specialized sponsor me, my team, or my event?
As sponsorship and donations can affect our retailers and business in their area, these requests must now be made directly through them. If your local retailer is on board with your cause, and or feels that you would be a good athlete ambassador for our products, they can help you get available sponsorship support through their sales and account representatives. Being a sponsored athlete is a privilege and responsibility. It is not for everyone, and unfortunately, sponsorship cannot be offered to all that request this support. As a sponsored athlete or event, you are expected to promote the sport, services, and products of both your local retailer and Specialized with class and dignity. You should only contact your local retailer regarding sponsorship opportunities if you are serious about promoting and being an ambassador for your local retailer and Specialized.
How do I contact a Specialized Representative?
The best way to find a retailer in your area is to make sure you are logged into your region on our website and then use the "Find a Retailer" link located at the top of the page. There, you will find contact information for a Specialized representative, or you can use the contact information below
251 Salmon Street
Port Melbourne, 3207 Australia
Tel: 1300 743 370
Hours: Monday to Friday, 9:00am - 5:00pm
Where are your international offices?
Specialized Australia is a separate entity from Specialized in other countries across the world. As such, there are different policies, procedures, and laws to which Specialized abides to in different countries. To address this concern with the appropriate people, you will need to contact Specialized in your country of residence.
How are Specialized products tested for safety?
For several years, Specialized, its suppliers, and test labs have been testing Specialized branded products for compliance with more rigid criteria than what's contained in the CPSIA (Consumer Product Safety Improvement Act).When the CPSIA was enacted into law, Specialized established a team inside the Company to meet and study the legislation and develop a comprehensive plan to ensure compliance. We also personally met with the CPSC staff, along with our industry partners, to make sure our planning would satisfy federal regulators. Based on this, we believe that all Specialized branded products have met, currently meet, and of course, will meet the new CPSC regulations as they apply to our products. Specialized issues COCs (certificates of compliance) for the following categories of products: A. Bicycles B. Helmets C. Equipment D. Children's products Specific to Australia, additional testing is carried out to ensure bicycle helmets meet requirements such as those for construction, design, performance, markings and safe use instructions and testing is in accordance with the Trade Practices (Consumer Product Safety Standard) (Bicycle Helmets) Regulations 2001. This mandatory standard is based on certain sections of the voluntary Australian and New Zealand Standard, AS/NZS 2063:2008—Bicycle helmets.
Where can I see if a product has a known issue or has been recalled?
If you ever have any questions or concerns about your Specialized bicycle or equipment, please contact your Specialized Retailer or call Specialized at 1300 499 330. You can also see a complete list of our Safety Notifications here.