Frequently Asked Questions
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 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?
We have a customer support team of experts standing by to answer your questions.
Click here to fill out our support form, or give us a call on 1300 743 370.
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.”
Ordering and Payment
How do I place an order at Specialized.com?
Visit the how to buy a bike online page to find out the process to make a purchase.
Can you deliver my order outside of Australia?
We only deliver orders to physical mailing addresses within Australia.
For information regarding other markets, visit your local retailer or contact one of our market representatives under our Store Finder page.
Can I order online from another country?
Specialized is expanding online shopping to other markets. Please select your region on the top of the home page to see online shopping options in your area.
How and when will you ship my order?
Available shipping options and costs will be displayed during the checkout process.
Transit times are generally between two and four days for most orders, with additional transit time for more remote and/or rural areas. 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 Australia, with an Australian billing and shipping address. You will see our full list of available payment options during the checkout process.
Instalments
We’ve partnered with Klarna and Afterpay to offer flexible payment options to pay overtime. If you have any questions regarding these payment options, please visit their full FAQ page to learn more.
How do I cancel or change 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 at 1300 743 370. Our customer service team is available Monday - Friday, 9:00 AM - 5:00PM
We will do what we can to accommodate your request. If your order cannot be cancelled, check out our returns 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.
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 via the contact form listed 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 assisted replacement purchase program available.
Returns and Exchanges
What is your return policy?
We want you to be confident when purchasing through our storefront. See below for our return policy. For questions about warranty, please refer to our warranty page.
Change-of-mind Return Policy - Equipment Purchases
Specialized-branded equipment purchased in our storefront, 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 storefront may only be returned directly to us, and not to a retailer that stocks Specialized products.
Returns Procedure
1. Ensure that the product is in original condition and not damaged, washed or worn and that packaged item(s) are in original packaging and well-sealed. All items that were sent with the order must also be returned (i.e. tags, manuals, instructions, etc.).
2. Fill out the Return Form with as much detail as possible and include the form with the item.
3. Log onto the Australia Post Returns Portal and complete the online form as required. All free returns must be shipped using the shipping labels generated from the Australia Post portal.
4. Drop your parcel to your local Australia Post Office or place in an Australia Post post-box.
5. Once your return(s) are received, we will complete the return as promptly as possible, subject to the return being made in accordance with this policy.
The address for returns is:
Rider Care Web Returns
Specialized Australia
299 Williamstown Road
Port Melbourne
VIC 3207
The number for telephone inquiries is: 1300 743 370, open Monday to Friday, 9:00 am to 5:00 pm.
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 storefront.
Warranty
For more information, see our Global Warranty Policy page.