FREQUENTLY ASKED QUESTIONS

What's your 15-Day Satisfaction Guarantee?

We want you to be completely satisfied with your purchase. Should an item that was purchased through the Specialized online store fails to meet your expectations, we'll gladly accept its return within 15 days of the original purchase. An exchange can also be made within 15 days for the exact item in a different size or colour. 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 full-priced online store purchases from the Singapore and Malaysia store. Please refer to our return policy for marked-down products further on in this FAQ. 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.

How do I contact a Specialized Representative or Rider Care?

The best way to locate a retailer in your area is to navigate to our website and then use the Find a Retailer link located at the top right of the page. There, you will find contact information for a Specialized representative.

As always, if you have any questions, feel free to contact Specialized Rider Care through our Rider Care.

When will a Specialized Rider Care Representative get back to me? 

If you contact a retailer, please note their retail hours via Find a Retailer link. If you contact Rider Care, working hours will be Monday to Friday, 9am to 6pm, holidays excluded. A rider care representative will attend to your enquiry within 48 hours.  


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 the United States.

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 bicycle is to visit your local retailer. You can find your nearest retailer using our Find a Retailer link.

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.

Why doesn’t my order exists online? 

Your order status and history will exist if you have signed in or signed up prior to completing your purchase online. If you have checked out as a Guest, the order status and history feature will not be available. 

BIKE AND GEAR REGISTRATION

How do I register my bike and gear?

Any Specialized-brand bicycle and product can be registered by its initial owner on the Cadence application. Once you have registered a profile on the Cadence app, you can add bikes and gear in your ‘My Profile’ section. You can access the My Profile section by clicking your profile image at the top right-hand side of Cadence. 

To register your bike, you will need the serial number from underneath the bottom bracket on your bike, an image of your bike and the invoice/ receipt from where you have purchased. To register your gear, upload a photo of your gear and a photo of the invoice/ receipt from where you have purchased. 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 and will gain you S-Miles points on the Cadence application.

ORDERING & SHIPPING

Can I order online from outside Singapore and Malaysia?

We only deliver orders to physical mailing addresses within the Singapore and Malaysia. If you are outside of the Singapore and Malaysia, contact the Specialized distributor or retailer in your region.

Other markets where online shopping is offered direct from Specialized.com include the United States, Brazil, United Kingdom, Australia, Japan, China, and Korea.

Here is the complete list of Specialized International Subsidiaries and Distributors.

What are the shipping options for Specialized.com?

Here are the delivery rates:

·       Free delivery in Singapore for orders above S$100. Orders under those limits will incur a S$9.90 delivery fee.

·       Free delivery in Malaysia for orders above RM450. Orders under those limits will incur a RM30.00 delivery fee.

You will be shown the total price including shipping before the order is placed.

How can I track my order? Where is my order? Has my order been processed? What is my order status?

You can look up your tracking number by logging in to your Specialized account on our website and then clicking the "order history" link in the drop down menu on the left, if you have signed up or in prior to purchase. If you checked out using a guest account, the order history and tracking feature will not be available.

We've teamed up with SingPost to provide you with the most accurate and up-to-date information on your package while it's in transit. Upon shipment, we will send you an e-mail with your tracking number if you have signed in or up before purchase.

Visit Tracking @ Quantium Solutions, enter your tracking number, and you'll see the latest updates of your shipment. 

If you have ordered a bike online, it will be fully assembled by a Specialized authorized mechanic before it is delivered to you. Please note that all bikes except the Hotwalk will be assembled and delivered by a Specialized Mechanic. If you require assistance to build the Hotwalk, please contact Rider Care.

When will you ship my order?

We will process all orders on Monday, Wednesday and Friday. Order processing schedule are as follows:

·       Orders received after 2pm on Friday will be processed and shipped out on the following Monday

·       Orders received after 2pm on Monday will be processed and shipped out on the following Wednesday

·       Orders received after 2pm on Wednesday will be processed and shipped out on the following Friday

When SingPost has picked up your package and it goes into their system, a tracking number will be generated. If you have created an account or have signed in at the time of purchase, this will be visible from the "Order History" section of My Account, and then clicking "View Order". There you will find a tracking number.

When will my order arrive?

Once your order is shipped, it will take approximately:

·       1-3 business days for gear orders and 5-7 business days for bike orders within Singapore. Full Bike purchases, except for Hotwalks, in Singapore will go to our Specialized Build Centre for assembly before it gets delivered to your door.

·       3-5 business days for gear orders and 7-9 business days for bike orders within Malaysia. Full Bike purchases in Malaysia, except for Hotwalks, will go to the nearest authorized retailer for assembly before it gets delivered to your door.

What credit cards or debit cards do you accept?

To make your shopping easier, we're happy to accept payment via American Express, Visa and Master Card. You can now also pay with ApplePay where it is available.

Please be sure to enter your payment information exactly as it appears on the credit card and make sure that there are sufficient funds in your debit card. Otherwise, there may be delays in processing your order. Your card will be billed at the time of your order.

We do not accept any other form of payment, including gift cards.

How do I cancel an order?

Orders can be cancelled at any time prior to clicking on the "Submit Order" button. Once you have submitted your order, our warehouse staff may have an order processed, packed and on the truck within 20 minutes of receiving your payment. If you have placed an order that needs to be cancelled, please contact Rider Care. We will do what we can to stop the order. If your order has shipped faster than the cancellation request, you are welcome to take advantage of our return policy within 15 days of receiving the order.

I live overseas—can I purchase from the Specialized Store?

The Specialized online store in Singapore is only able to accept and process orders placed with a Singapore issued debit or credit card which has a Singapore billing address associated with it. Orders placed with a foreign credit card will be automatically cancelled.

Similarly, the Specialized Malaysia online store is only able to accept and process orders placed with a Malaysian debit or credit card which has a Malaysian billing address associated with it. Orders placed with a foreign credit card will be automatically cancelled.

If you do not have a local card, please visit one of our local retailers to order products.

 

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 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 Rider Care.

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 labelled "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.

Alternatively, you may also visit Specialized store at OUE, Downtown Gallery for a sizing.

What does a bike fit session entail? What is a Retül Fit and how is that different from a Retül Match?

Retül Fit:

Retül Bike Fit makes riding more enjoyable by making you more efficient while reducing the chance of injury and increasing comfort on the bike.

Using 3D motion capture technology, the Retül system accurately measures every degree of movement and millimeter of distance, providing you and the fitter with data to support the choices made during the fit for your cycling equipment and personal riding experience.

The Retül Fit Process:

A Retül Fit takes around 2.5 to 3 hours. 

There are 3 sections in the entire process:

1.     Understanding you as a rider 

2.     Contact point optimization

3.     Pedal stroke efficiency

Your Retül fitter will best aid you during each section to fully optimize the bike to you. Ask questions, learn about yourself as a rider and be open to changes. 

What do I bring to a fitting? How do I prepare for a fit? 

There’s options to either be fitted on a Retül Muve if you have not bought a Specialized bike and would like to know what the outcome of your final contact points would entail. 

You’re also required to bring along your pedals and cycling gear on top of the choice above. 

A towel and water bottle would also help as you’d be replicating close to outdoor tempo riding scenarios. 

What happens if I own a Specialized Bike and want to do the fit on it?  

If you already own a bicycle and would like to optimize its contact points to your riding style and needs, you can bring it to the Retül Fit retailer. 

Lastly, please ensure you’re well rested the day before, completing a full Ironman prior does affect the fit process somewhat.

Retül Match:

Have you ever wondered what size bike you should ride, or where to start when getting into a new style of riding? Maybe you’re unsure how cycling shoes should fit, or if the new pair you're eyeing fits differently than the ones you currently wear? 

With our Retül Match System, you're able to answer all these questions and keep the results stored digitally for future needs, giving you the ability to confidently make the right call on size, no matter the product.

In Singapore, please contact TriLab for Retül Fits and OUE for Retül Match and Tryout. For Malaysia, please contact Specialized PJ store or Bangsar store for your Retül Fit and Match.

You can contact your local retailers using the Find a Retailer link to learn more about the services they provide.

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 retailer, 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 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 retailer 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

What is our returns policy?

Great Question! See our Returns Policy page

Can I return a product to a store that stocks Specialized products?

Unfortunately, no you cannot return products purchased from our online store to a retail store that stocks Specialized products. Goods purchased from the Specialized online store can only be returned directly to Specialized. Physical retail stores, being independent, cannot accept or process web store returns.

Can I exchange a product? I bought the wrong size, can I change the product to another size?

Unfortunately, we do not exchange products. If you wish to exchange a product or if you have bought the wrong size, you will need to return your purchase for a refund and then place a new order. 

Can I return a sale item?

Unfortunately, according to our return policy, we do not accept returns on sale or marked-down products from our online store.

I have received a damaged product. What do I do?

If you received your product in a damaged condition, please contact Rider Care

How do I start a return? 

To initiate a return for an online purchase, contact Rider Care

Will you refund my shipping costs if I return my order?

Specialized will refund the cost of the returned product, 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 Returns Policy. This quality check can take up to 1 week from receipt, however we endeavour it to be less. Once the return has been approved, it takes 3-4 business days for the refund to be made by Specialized 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.

WARRANTY

For more information, see our Global Warranty Policy page.

As always, if you have any questions with regards to warranty, feel free to contact Specialized Rider Care.