FREQUENTLY ASKED QUESTIONS

What's your 30-Day Satisfaction Guarantee?

We want you to be completely satisfied with your purchase. Should an item that was purchased through the Specialized online VIP store fails to meet your expectations, we'll gladly accept its return within 30 days of receiving the product. Please note that this only applies to full-priced online VIP store purchases. 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?

You can contact your local retailer for information or as always, if you have any questions, feel free to contact us via;

 

Web Form

https://www.specialized.com/sg/en/ridercareform

 

Phone (Weekdays, 9am to 5pm):

Singapore: +65 9149 7258

Taiwan: +886 975 087419

Malaysia: +011 1682 2718

 



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

If you contact Rider Care, working hours will be Monday to Friday, 9am to 5pm, 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.

 

*Demo bikes are not available at retail stores due to covid restrictions.

 

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.

 

ORDERING & SHIPPING

 

Do you ship to my country?

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

 

What are the shipping options for vip.Specialized.asia?

  • Delivery is complimentary for all orders on vip.specialized.asia

How can I track my order? Where is my order? Has my order been processed? What is my order status? When will you ship my order?

 

As with all products on vip.specialized.asia, these are pre-order, limited edition products that are offered in very small quantities. These products are scheduled to be delivered to our local warehouses at future dates and our Rider Care team will be able to give you updates via;

 

Web Form

https://www.specialized.com/sg/en/ridercareform

 

Phone (Weekdays, 9am to 5pm):

Singapore: +65 9149 7258

Taiwan: +886 975 087419

Malaysia: +011 1682 2718

 

You will also get updates from your preferred click and collect retailer and/ or our delivery partners when the products are processed and on the way to the store for collection.

If you have ordered a full bike online, it will be assembled by your preferred Specialized retailer before it is available to collected at the store. Your preferred retailer will notify you once your bikes are ready to be picked up.

 

Why are some products delivered earlier than others? Can I collect my whole order together?

The current COVID situation in our manufacturing countries affects the timing of the delivery of our products. If you wish to pick up all the products you have ordered at one go, instead of piecemeal, please contact our Rider Care team and they will assist in informing the store you have chosen to pick up from to hold your items until all are ready for collection. While we will do our best, we seek your kind understanding that this is sometimes not possible due to the operational limitations and limited shipping schedules caused by the current situation mentioned.

 

What credit cards or debit cards do you accept?

To make your shopping easier, we're happy to accept payment via American Express, Visa, Master Card, Apple Pay, Google Pay and Shop Pay.

 

Please be sure to enter your payment information exactly as it appears on the credit 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, please contact us via:

 

Web Form

https://www.specialized.com/sg/en/ridercareform

 

Phone (Weekdays, 9am to 5pm):

Singapore: +65 9149 7258

Taiwan: +886 975 087419

Malaysia: +011 1682 2718

 

If your order has shipped faster than the cancellation request, you are welcome to take advantage of our return policy within 30 days of receiving the order.

 

Why do banks call me to verify my purchase?

Some banks do checks on large purchases to make sure it is a valid transaction. Specialized has no control of this process. Please contact your bank for further clarification.

 

 

 

 

 

PRODUCT INFORMATION

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.

 

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 Brain and FutureShock suspension-related assessments must be made by an Authorized Specialized retailer. Third party suspension items are warranted by their manufacturers and may also be serviced at their respective service centres

 

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.

 

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.

 

 

 

 

 

 

How do I start a return?

As valid returns will need to be issued a digital return postage label, please submit your name, order details and contact number/email via our web form;

 

Web Form

https://www.specialized.com/sg/en/ridercareform

 

 

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.