Notification: Helmets, Shirts, Gloves, Hats are temporarily not available to deliver to Hong Kong.

GENERAL

 

 

WHAT'S YOUR 14-DAY SATISFACTION GUARANTEE?

 

We want you to be completely satisfied with 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 14 days of the original purchase. Please note that this only applies to online store purchases from the Specialized.com.cn. You could refer to Return Policy for more details. For the return policy on a purchase made at your local Specialized retailer or T-mall flagship store, 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?

 

The best way to find a retailer 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.

 

 

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:

A. Bicycles

B. Helmets

C. Equipment

D. Children's products

 

 

WHERE CAN I TEST RIDE A SPECIALIZED BIKE?

 

The best way to test ride a Specialized bike is at one of our test demos.

Some retailers also offer demo bikes. Check with your local retailer 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 search for our official WeChat account "SpecializedCHINA" to register your bikes immediately. Steps are as below:

1) Follow our official WeChat account (SpecializedCHINA).

2) Select "Member Center" in the menu.

3) Sign up to be a member.

4) Select "Register My Bikes" and follow the instructions on that page.

After your registration you will obtain exclusive VIP points and other benefits. 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

 

 

CAN I ORDER ONLINE FROM OUTSIDE CHINA?

 

We only deliver orders to physical mailing addresses including mainland of China, Hong Kong and Macao.

If you are outside of these regions, contact the Specialized distributor in your region for specifics on how your region does business.

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

Here is the complete list of Specialized International Subsidiaries and Distributors

 

 

HOW CAN I TRACK MY ORDER?

 

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. We've teamed up with SF EXPRESS to provide you with the most accurate and up-to-date information on your package while it's in transit. Upon shipment, we will also send you an e-mail with your tracking number.

Visit https://www.sf-express.com/cn/en/, enter your tracking number, and you'll see the latest updates of your shipment. If your account information does not update with your tracking number, contact our Rider Care.

 

 

WHEN WILL YOU SHIP MY ORDER?

 

We ship all orders received on that same day. Orders placed on legal holidays will be handled on the next business day.

When SF EXPRESS has picked up your package and it goes into their system, a tracking number will be generated. This is visible from the "Order History" section of My Account, and then clicking "View Order" . There you will find a tracking number.

If you order bikes on Specialized.com.cn, your package will be delivered to the offline store you select. Confirmation email and sms will be the voucher for you to pick up your package.

 

 

WHAT CREDIT CARDS DO YOU ACCEPT?

 

To make your shopping easier, we're happy to accept payment via Alipay and WeChat Pay during the trial run. We'll provide more payment options in the near future.

 

 

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 sometimes will have an order packed and on the truck within 20 minutes of receiving your payment. If you have placed an order that needs to be cancelled, give us a notice through Rider Care or livechat as soon as you can. 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 14 days of receiving the order.

 

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 Specialized Rider Care ridercare@specialized.com

 

 

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 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 POLICY

 

 

WHAT IS YOUR RETURN POLICY?

 

Return Policy Specialized offers a 14-day satisfaction guarantee on all products purchased from our online webstore at www.specialized.com.cn. The following are the procedures and details on how to do a return:

Returns

If you are not satisfied with any item(s) you have received, you may return it/them for a full refund within 14 days of receipt. Return shipping charges are the responsibility of the consumer.

How-To

There is a return/exchange form which arrived included in the packaging of your shipment. Please read over that form, fill it out completely with as much detail as possible and include it in the packaging which is to be returned. If an item being returned is defective, please describe the defect and the location thereof on the form, as well.

When sending back your package, address it to:

Specialized.com.cn Office

No.619 Chuan Nanfeng Road,

Pudong District, Shanghai

 

HOW LONG WILL IT TAKE TO PROCESS MY REFUND?

 

Once product checking process handled by Rider Care is finished and the product is eligible to be returned based on above return criteria, we'll strive to process all returns as soon as possible. Product checking process may last for 7 working days.

 

 

CAN I RETURN AN ITEM TO SPECIALIZED THAT I PURCHASED FROM A SPECIALIZED RETAILER?

 

To return an item purchased from a Specialized retailer, please contact the retailer directly. The Online Store is unable to process returns of Specialized merchandise purchased through your local retailer.

 

 

WARRANTY

 

 

For more information, see our Global Warranty Policy page