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Frequently Asked Questions

Specialized New Zealand

GENERAL

What are your terms and conditions?

Good question. Here’s a link to our complete terms and conditions.

Where are your international offices?

Specialized is a global company serving riders across the world. As such, different policies, procedures, and laws may apply depending on your country of residence. If you are not automatically redirected to the appropriate website for your region, you can manually set your region and language at the top of our page. For contact information in your market, please click the following link: International Subsidiaries and Distributors

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

As sponsorship and donations can affect our retailers and business in their area, these requests should 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 dealership and Specialized with class and dignity. You should only contact your local retailers regarding sponsorship opportunities if you are serious about promoting and being an ambassador for your local store and Specialized.

How do I contact a Specialized Representative?

We have a customer support team of experts standing by to answer your questions.

Contact Us here or give us a call on 0800 854 893.

Hours of service: Monday - Friday, 9:00 AM - 5:00PM

Where can I test ride a Specialized Bike?

Choosing a new bike can be tough. That’s why with the support of our retailer network you will be able to test ride a range of our award-winning e-bikes and push bikes.

If you would like to organise your test ride experience, please contact your local retailer to see if they can organise a test ride of the bike you’re interested in.

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

Why should I register my bike?

Registration will help us provide you with better service. We can keep you updated regarding important information that applies to your bike or riding style. Warranty inquiries will also become more efficient. Having your bike registered may further help if your bike gets stolen.

How do I register my bike?

Either click on “Bike Registration” or “Roval Registration” at the bottom of our website or access the registration form directly. Follow the directions as prompted. You will need the serial number to register. For bikes, the serial number is located on a sticker on the underside of your toptube and/or downtube as well as on the underside of your bike, underneath the bottom bracket. Specialized serial numbers typically start with the prefix “WSBC,” “WUD,” “STT,” or “STE.”

ECOMMERCE

Can you deliver my order outside of New Zealand?

We only deliver orders to physical mailing addresses within New Zealand. We cannot ship to PO Boxes.

For information regarding other markets, visit your local retailer or contact one of our market representatives under International Subsidiaries and Distributors.

What shipping options are available?

Available shipping options and costs will be displayed during the checkout process.

Please allow 1-3 working days delivery on equipment, and 5 - 10 days for Home Delivery of bicycles, with additional transit time for rural areas or when the courier networks are under pressure. Any and all timeframes provided are good faith estimates. While we do our best to meet that timeframe, it is not a guarantee. Actual delivery of your order can be impacted by many events, some of which are beyond our control.

When will you ship my order?

Depending on the time and day received, we do our best to ship all orders on the same or the following business day. We do not ship orders on Saturday or Sunday.

How can I track my order?

Upon shipment, you will receive an email confirming that your order has left our warehouse. Our shipping partner will provide tracking instructions.

What payment methods do you accept?

We generally accept all major credit cards issued in New Zealand, with a New Zealand billing and shipping address. You will see our full list of available payment options during the checkout process.

How do I cancel an order?

Once an order is submitted, our warehouse staff in most cases starts to process the order immediately which means we cannot accommodate any changes. An order may be packed and on the truck within 20 minutes of receiving payment. If you have placed an order that needs to be cancelled, give us a call as soon as possible - contact details can be found here. We will do what we can to accommodate your request. If your order cannot be cancelled, check out our return policy.

Do you offer financing?

Any available financing options will be displayed on our product page. Simply select the product you are interested in and then look for financing information.

Can I order custom water bottles?

Yes! For more details on this program, please go to www.specializedwaterbottles.com or contact our team at [email protected]

PRODUCT INFORMATION

I'm looking for a product that's not online. What do I do?

Not all products are available for purchase directly from us. This is especially true for service parts. You should check with your local retailer for any service needs or need for parts. You can also contact our Customer Service Department - contact details can be found here.

How do I determine the size of my bike?

The best way to find the right size bike is to demo one. Size choices can be very subjective. As a general guideline, you can refer to the “Size Chart” on our product page.

Can I repair a crashed helmet?

Helmets are generally not repairable and need to be replaced. If you damaged your helmet in a crash, you can visit your local retailer or check out our warranty page to see whether there is any (discounted) assisted replacement purchase program available.

RETURNS AND EXCHANGES

What is your return policy?

We want you to be confident when purchasing through our webstore. See below for our return policy. For questions about warranty, please refer to our warranty section.

Change-of-mind Return Policy - Equipment Purchases (Apparel, Components, Gear)

Specialized-branded equipment purchased in our webstore, with the exception of water bottles and sale / marked-down items, can be returned and shipped back to us one time for any reason within 30 days of receipt of the order for a full refund, excluding shipping and handling. The returned items must be new and unused, with all tags, in their original packaging, including all contents such as manuals and accessories. Any product that is returned not in its original packaging or in used, worn, washed, altered, or damaged condition or that is received after expiration of the 30 days, will not be accepted as a return and sent back to the sender’s address. Additional shipping charges may apply. Equipment purchased through our webstore may only be returned directly to us, and not to a retailer that stocks Specialized products

RETURNS PROCEDURE

To initiate a return, please fill out and submit the form provided with your item or contact our Customer Service Department at 0800 562 046 or

Click here to contact the Rider Care team. You can also download a returns form here. Please include proof of purchase with your return. In all events, return shipping charges are the responsibility of the consumer.

Returns should be sent to:

Rider Care Web Returns

Specialized New Zealand

22 Clarence St South

Addington

Christchurch

New Zealand, 8024

Phone: 0800 562 046

Other Terms & Conditions for Returns

We will do our best to process returns within five business days of Specialized’s receipt of the returned item. Any loss or damage that occurs during return shipping is the responsibility of the consumer. Once approved, a credit will be issued back to the original form of payment for the full purchase price, including applicable tax, but excluding shipping and handling. Depending on the original form of payment used, there may be a delay between us processing the refund and it showing in your account. Nothing herein excludes or modifies or purports to limit, exclude or modify the statutory consumer guarantees as provided under the Consumer Guarantees Act 1993, or any other rights or guarantees implied by statute that cannot be limited, excluded or modified.

Do you offer exchanges rather than refunds?

To keep things simple, we only offer refunds at this time. You may place a new order in our webstore.

WARRANTY

For more information see our Global Warranty Policy page.