About Specialized

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/exchange 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. An exchange can also be made within 30 days for the exact item in a different size or color. It is not possible to do an exchange for an item that is of a different price, however. Please note that this only applies to online store purchases from the United States 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. Here's a link to our complete terms and conditions.

Where are your international offices?

Specialized Canada 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. Clicking the following link will provide you with the necessary contact information for all of the different Specialized entities across the globe: International Subsidiaries and Distributors

Does Specialized offer a Military Discount?

Unfortunately, we do not offer a Military Discount at this time.

Can Specialized sponsor me, my team, or my event?

As sponsorship and donations can affect our dealers and business in their area, these requests must now be made directly through them. If your local dealer 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 dealership and Specialized with class and dignity. You should only contact your local dealer regarding sponsorship opportunities if you are serious about promoting and being an ambassador for your local dealer and Specialized.

How do I contact a Specialized Representative?

The best way to find a dealer 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:

Specialized Canada Inc.
20975 rue Daoust
Ste-Anne-de-Bellevue, QC H9X 0A3
Canada
Tel: 1-800-465-8887

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 sold in Canada.

Specialized issues COCs (certificates of compliance) for the following categories of products:

  1. Bicycles
  2. Helmets
  3. Equipment
  4. Children's products

Where can I test ride a Specialized Bike?

The best way to test ride a Specialized is at one of our test demos. You can use our "Test the Best" link on our website: http://www.specialized.com/ca/en/our-story/test-the-best to see if and when our test van will be in your part of the country. We have seven of them traveling around, so one will probably roll through your area soon.

Some dealers also offer demo bikes. Check with your local dealer to see if this is an available option.

Account

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.

Bike Registration

How do I register my bike?

Any Specialized-brand bicycle can be registered by its proper owner from our website. You can access the registration form directly or you can access the form at any time by clicking "Bicycle Registration" at the bottom of the www.specialized.com homepage.

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.

Ordering & Shipping

Why can't I add items to my online cart?

Unfortunately, Specialized Canada does not offer online purchasing at this time. However, please feel free to add items to your wishlist.

Can I order custom water bottles?

Yes! For more details on this program, please go to www.specializedwaterbottles.com or contact our water bottle expert Olivier Gauthier.

Product Information

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 dealer 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 (800) 465-8887 or [email protected]

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.

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. You simply need to take your crashed helmet into a local Specialized dealer, and they can help you process that as a loyalty replacement and give you 20% off the retail price of a new helmet. Please note that the loyalty replacement does not pertain to helmets that are older than three years old.

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 dealer 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.

Returns

Can I return an item to Specialized that I purchased from a Specialized retailer?

To return an item purchased from a Specialized dealer, please contact the dealer directly.

Warranty

How do I check on my warranty claim?

All warranties are processed through authorized Specialized dealers' accounts. Dealers' accounts are considered confidential, so only the dealer is able to look up and inquire about warranties in process under their account.

Your dealer will need to contact their Specialized Warranty Representative and inquire about the specific item to see what the status of your warranty claim is.

What is your warranty policy?

Specialized bicycles are sold exclusively through our network of authorized dealers. Specialized Bicycle Components, Inc. provides each original retail purchaser of a new Specialized bicycle or frameset with a limited warranty against defects in materials and workmanship as follows:

Lifetime

  • Frames and forks

Five Years

  • Suspension attachment points and related equipment (pivot points, bushings, chain stays, seat stays, shock links, fasteners) on bikes sold after 2008

One Year

  • Suspension attachment points and related equipment (pivot points, bushings, chain stays, seat stays, shock links, fasteners) on bikes sold before 2009
  • Paint/finish
  • Components attached to the bicycle/frameset (saddle, wheels, drive train, brakes, seatpost, crankset, handlebars, stem, baskets, racks, etc.)

Some branded and co-branded equipment may have additional warranty coverage offered by the specific manufacturer.

This limited warranty is conditioned upon the bicycle being operated under normal conditions and use and is properly maintained. Please note that this is only valid for the original owner.

This warranty does not cover regular maintenance such as bike tuning, wheel truing, spoke tensioning, cable replacing, wear and tear, or damage due to an accident, abuse, or neglect.

To obtain benefits under this warranty, the bicycle or frameset must be presented to an authorized Specialized dealer on the same continent on which the bicycle was purchased, together with a proof of purchase. Only authorized Specialized dealers are authorized to perform warranty service. Should the bicycle, frameset, or any part thereof be determined by Specialized to be covered by this warranty, it will be repaired or replaced with the most comparable option at Specialized's sole option.

The original owner shall pay all labor charges connected with the repair or replacement of all parts. Under no circumstances does the limited warranty include the cost of travel or shipment to and/or from an authorized Specialized dealer.

This limited warranty is not transferable and does not apply to:

  • Normal wear and tear
  • Corrosion
  • Damage or failure to accident, collision, crash, misuse, abuse, or neglect
  • Improper assembly or installation
  • Improper alteration or installation of components, parts, or accessories not originally intended for or compatible with the Specialized bicycle as it was sold
  • Failure to perform maintenance or service at appropriate intervals supported by records of such maintenance
  • Non-genuine Specialized products
  • Specialized products not purchased new from an authorized Specialized dealer. (i.e. eBay, PinkBike, or any other second-hand purchase)

If you have any other questions or concerns about the Specialized warranty policy, please contact Specialized at (877) 808-8154 or [email protected]

Does Specialized have a loyalty replacement policy?

Specialized Bicycles offers a loyalty replacement program for those customers who have crashed their bike and/or damaged their Roval wheels and/or carbon components. At Specialized, we understand that accidents happen and things get damaged; this program is to help our customers get back on Specialized products when accidents occur.

Products Covered Under This Policy

COMPLETE BICYCLES & FRAMESETS

If the damage is significant enough, a complete bicycle may be offered as a loyalty replacement. To qualify, the damaged frame must be no older than five years from the date of purchase.

HELMETS

Damaged and crashed helmets may be replaced for customers at 20% off of the retail price. To qualify, the helmet must be no older than three years from the date of purchase.

CARBON COMPONENTS

Customers may receive a replacement component at 20% off of the retail price. To qualify, the damaged component(s) must be no older than two years from the date of purchase.

ROVAL WHEELS

Roval branded wheelsets may be replaced for customers at a significant discount to help customers who have damaged their alloy or carbon Roval wheels. Specific pricing is determined on a case-by-case basis by your Specialized dealer. To qualify, the damaged wheels must be no older than three years from the date of purchase. Under this policy, alloy wheels may not be used to receive loyalty replacement pricing toward carbon wheels.

ADDITIONAL CONDITIONS

To obtain benefits under this program, the bike, frame, or component must be brought into an authorized Specialized dealer and exchanged there.

  • All loyalty replacement offers are available only to the original owner of the bicycle or component. A valid proof of purchase must be submitted by the customer to take advantage of this program.
  • All loyalty replacement offers are subject to availability. The customer may have to wait for a bike, frame, or component to become available.
  • All shipping, compatibility, and labor costs are to be covered by the customer.