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FAQs

1. How do I contact Giant USA?

For questions regarding existing online orders please email GiantWebLink@GiantBicycle.com and include your Giant WebLink reference number. Please allow 24 hours for a response.

Please contact your local Giant retailer for immediate assistance on questions and information regarding Giant bicycles such as suggested retail price, component specifications, replacement parts and upgrades, bicycle and frame weights, service and maintenance, model availability, warranty replacement, etc. Your Giant retailer is extremely knowledgeable on the subject of Giant bicycles and should be able to assist you with your question. You can also go to www.giant-bicycles.com, choose USA, then click select Bikes or Gear for answers to questions regarding current model year equipment specifications.

To find your nearest Giant retailer, go to the “Stores” page. You will be taken to our Dealer Locator where you can simply type in your city or zip code and the locator will find your nearest Giant retailer.

If you are located outside the United States, please contact your local Giant retailer or country's Giant office for information. Giant bicycles that are sold in the US are unique to this country, therefore the questions you may have about the bike you own or are looking to purchase may not apply to the bikes we sell in the US.

2. How long will it take for my order to arrive?

Orders may take up to 7 business days to arrive depending on where the item(s) ship from and where you are located.   Also keep in mind that bikes shipped to your local retailer will need time to be assembled.  You will receive an e-mail when your bike is ready to be picked up along with contact information for your retailer.

If you have placed a gear order:  Your order will ship from one or more of our three distribution centers located in California, Illinois, or New Jersey.  Whenever possible we will ship orders complete from the distribution center closest to you, however at times we may need to split your shipment between the distribution centers.  This will not increase your shipping charges, but may increase the amount of time it takes to receive your entire order.

If you have placed a bike order:  Your bike might be at your local store right now!  If so, your local retailer should be contacting you shortly to arrange a time for you to pick it up.  If your bike needs to be shipped, it will ship from one of our three distribution centers.  Once it arrives and is built, you will receive a notification that it is ready for pick-up.

3. How do I return or exchange my bike?

Giant WebLink offers refunds rather than exchanges.  You will need to return the bike to your local retailer and reorder the bike that’s right for you.  See the returns (3c) section for details

3a. How do I return or exchange my gear item?

Giant WebLink offers refunds rather than exchanges.  Gear must be returned directly to Giant.  Follow the directions on the packing slip included with your shipment to start the return and refund process.  Please allow up to 14 days for your refund to be completed.

3b. How do I change or cancel my order?

Once you submit an order it begins processing immediately and cannot be cancelled.  If you think you’ve ordered an incorrect item please follow the Return Process once you have received or picked up your order.

3c. What is Giant WebLink’s Return Policy?

We want you to love your purchase, but if an item fails to meet your expectations we will accept its return within 14 days of invoice. To make a return, please follow these guidelines:

•   Returns will be accepted within 14 days of invoice

•   Items must be in new, unused condition with all original, undamaged packaging

•   Proof of purchase is required

•   Credit will be issued to original credit card used for purchase

Items ineligible for return:

•   The item was not purchased from Giant Bicycle, Inc.

•   The item was invoiced more than 14 days ago

•   The item has been installed and/or used

•   The item is not in the original packaging

•   The item is not in new condition

•   The item was marked “final sale”

Bicycles must be returned to your Giant retailer:

Bring your order, with proof of purchase, to the local Authorized Giant Retailer who assembled your bike. You may be eligible for a full refund of the purchase price (not including initial shipping and handling charges) plus any applicable Tax, so long as any such bicycle is like-new and undamaged

Gear and Rider Apparel must be returned directly to Giant:

Please call 800-US-GIANT or email GiantWebLink@GiantBicycle.com to obtain a Return Merchandise Authorization (RMA) and return label. Please include the Return Form with your returned product. A $10 flat restock fee will be deducted from your refund when your return is received unless the return is due to Giant’s error. 

You may be eligible for a full refund of the purchase price, not including initial shipping and handling (S&H) charges and restock fees, plus any applicable tax, as long as items meet return eligibility terms above.  

All returns:

Your refund, less restock fees and original S&H, will be credited to the original credit card account used for your purchase within 30 days after your return is received. If there was an error on your order, such as wrong item shipped or damage during shipping, Giant will credit your original shipping charges (if applicable). Restocking fees will not be assessed for returns due to an error by Giant.

If you have any questions regarding your purchase or its warranty, please call us at 800-US-GIANT or email GiantWebLink@GiantBicycle.com for assistance.

Warranty Information

Bicycles:
If you need assistance regarding you bicycle’s warranty, please take your bicycle to your local Authorized Giant Retailer.

Gear:
Giant warranties all Giant-branded Gear against defects in materials and manufacturing for at least one year from the date of purchase. Giant Gear with longer warranty periods are as follows: Giant WheelSystems and Contact Switch Seatposts have a two year warranty from the date of purchase against defects in material and manufacturing. Giant trainers have a limited lifetime warranty against defects in material and manufacturing for as long as the original purchaser owns one.

4. What forms of payment do you take?

We accept most major credit cards and we offer consumer financing through Affirm. 

5. What’s the difference between In Stock, Limited Stock, Out of Stock and Sold Out?

In Stock, the item is available either from Giant directly or, if a bicycle, from a Giant retailer.

Limited Stock, the item is available from a Giant retailer.  Enter your Zip Code to see if it is available at a retailer near you.

Out of Stock, the item is currently unavailable, but you can choose to be notified via email once the item becomes available.

Sold Out, the item is no longer available for purchase.

6. Do you ship internationally?

At this time we only sell and ship to customers located in the continental United States.  If you are located in another country please check with your local Giant retailers for product offerings and availability.

6a. Are there any other shipping location restrictions?

In addition to international locations, there are a few other locations to which we do not ship.  We are also unable to ship to the following:  Alaska, Hawai’i, Puerto Rico, APO/FPO/DPO addresses, and PO Boxes. 

7. How do I pick the right size bike or gear item?

Giant, Liv and Momentum bikes, along with most apparel on our website, have sizing charts below the item’s highlights/ features.  These charts are designed to provide guidelines in picking the right size bike and gear.  If you have any questions regarding sizing and want to try before you buy, we encourage you to visit your local Giant retailer.  Your local retailer will not only be able to help find the right size bicycle and gear to fit your unique needs, but they will also be a resource for all of your riding needs:  Where to ride, what to wear, riding groups, what to eat and how to enjoy your ride to the fullest.

8. Should I call my local retailer(s) to check inventory availability?

Our goal is to help connect customers with their local retailers, so please, give them a call!  If they don’t have what you are asking for they can also recommend alternatives that are ideal for your riding style or intent.  They are your local experts!  If they don’t have what you need in stock then head on back here and order what you want.

9. Do I pay to have my bike assembled?

The price for your bike includes professional assembly by an Authorized Giant Retailer. 

9a. Can I build my bike myself?

There are a lot of you out there who are more than capable of assembling a bike at home.  In fact, many of the best bike mechanics in the industry started off wrenching on bikes in their garages for neighbors, friends, and family, so we applaud all of you who take the time to learn this skill.  At Giant though, we have a greater obligation to all of our customers, from beginner to pro, to ensure that every one of our bikes is delivered to the end user assembled to consistent standards by an Authorized Giant Retailer.  We also strongly believe in our customers having a relationship with their local retailers to help grow and nurture a healthy cycling community that benefits us all.

10. What else is included in the price of my bike?

Your purchase price also includes delivery to your local Giant retailer and a basic fitting (seat height, shifter/brake lever positioning) to make sure you’re on the right size bike.  If you are looking to really dial in your ride position, many retailers offer more thorough bike fitting systems (Giant Right Ride, ReTul, Guru, etc.) which are not included in the price of bikes purchased through Giant WebLink. 

Some models come with pedals and/or a kickstand as standard equipment, while some do not.  Please check the online specifications list for the bikes you are interested in to see if they do.

Also, all bicycles purchased through Giant WebLink come with a FREE 30-Day check-up at the local retailer where the order was picked up!

11. Can I have the bike delivered to my home?

While we can only ship your bike to a local retailer for assembly, some retailers offer a home delivery and set-up service to their customers for a nominal fee.  Please check with your local retailer to find out if this is a service they offer, and if they charge for the service.

12. I have a sweet used bike.  It’s a Sledgehammer. Do you take trade-ins?

Dang! You got shocks, pegs… lucky!  Unfortunately, no matter how cool your bike is, we are unable to take trade-ins, but we know some awesome folks who will.  If you head over to bicyclebluebook.com, they can help you with both the valuation and selling of your sweet ride.

13. I really want a Giant bicycle, but there are no local retailers? Help!

At Giant we strive to support independent retailers who in turn represent the Giant brand at all levels.  Unfortunately, we are not able to have a Giant retailer in every community.  Please visit the dealer locator to find the Giant retailer closest to you.

14. What is the warranty on my giant bicycle?

Giant Bicycle, Inc. ("Giant") warrants the frame and rigid fork of each new Giant brand bicycle and Giant brand frameset to be free from defects in material and workmanship for as long as the original purchaser owns the bicycle. Paint finish and all other original components, and all Giant brand repair parts, replacement parts, and accessories, are warranted to be free from defects in material or workmanship for a period of one year from the original date of purchase. This warranty applies only to bicycles and framesets purchased new from, and assembled by, an Authorized Giant Retailer.

Unless otherwise provided, the sole remedy under the above warranty, or any implied warranty, is limited to the replacement of defective parts with those of equal or greater value at the sole discretion of Giant. Unless within the free 60-day repair labor period, you will be responsible for labor costs associated with warranty replacements. IN NO EVENT SHALL GIANT BE RESPONSIBLE FOR DIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING, WITHOUT LIMITATION, DAMAGES FOR PERSONAL INJURY, PROPERTY DAMAGE, OR ECONOMIC LOSSES, WHETHER BASED ON CONTRACT, WARRANTY, NEGLIGENCE, PRODUCT LIABILITY, OR ANY OTHER THEORY. Some states do not allow the exclusion or limitation of damages, so the above limitation or exclusion may not apply to you. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. THE ABOVE WARRANTY, OR ANY IMPLIED WARRANTY, DOES NOT COVER NORMAL WEAR AND TEAR. ALL WARRANTIES ARE VOID IF THE BICYCLE IS MODIFIED FROM ITS ORIGINAL CONDITION OR THE BICYCLE IS USED FOR OTHER THAN NORMAL ACTIVITIES, INCLUDING, BUT NOT LIMITED TO, FAILING TO FOLLOW THE OWNER'S MANUAL OR USING THE BICYCLE FOR COMMERCIAL ACTIVITIES OR IN COMPETITIVE EVENTS, INCLUDING BUT NOT LIMITED TO BICYCLE RACING, BICYCLE MOTOCROSS RACING, STUNT RIDING, RAMP JUMPING OR SIMILAR ACTIVITIES, AND TRAINING FOR SUCH ACTIVITIES OR EVENTS. GIANT MAKES NO OTHER WARRANTIES, EXPRESS OR IMPLIED. ALL IMPLIED WARRANTIES, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE LIMITED IN DURATION TO THAT OF THE EXPRESS WARRANTIES STATED ABOVE. Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

15. I bought a used giant bicycle. Does the warranty still apply?

No, the warranty applies only to the original owner of the bicycle.

16. Other warranty questions?

If there is any question about the safety of your Giant bicycle, you should return it to your Giant retailer immediately for inspection. The Giant retailer will be able to respond to any warranty or safety issues you may have.

16a. If my frame develops a crack, what should I do?

Stop riding it immediately and take it to your nearest Giant retailer. The retailer will contact the Giant Warranty Dept. and arrange replacement if it is warranted. You must show proof and date of purchase.

16b. Can my Giant composite (carbon fiber) frame be repaired?

No, it is not possible to repair a Giant composite frame.

16c. I have crashed on my Giant aluminum or composite bicycle. How do I know it is safe to ride?

Immediately take your bicycle to your nearest Giant retailer for inspection. The retailer will be able to advise you on whether the bike is rideable and options available if it is not.

17. How do I find out if my giant bicycle has been recalled?

If you can’t find information about a recall on the Giant website (click Safety Notices at the bottom of this page), go to the Consumer Product Safety Commission website at www.cpsc.gov. You should also check directly with any authorized full service Giant retailer. If the retailer is not sure, he or she will contact the Giant Warranty Dept.

18. How do I get a giant helmet crash replacement?

If your Giant helmet is involved in an accident, you may obtain a same or similar replacement from Giant by doing the following:

Securely package and ship prepaid the following:

a. your damaged helmet;

b. a copy of your dated cash register receipt;

c. a letter describing your accident (in as much detail as possible);

d. a check for $20.00 for helmets $64.99 and below, or a check for $35.00 for helmets $65.00 and above, made payable to:

Giant Bicycle Inc.

Customer Service

3587 Old Conejo Rd.

Newbury Park, CA 91320

The crash replacement program is available to U.S. customers only. Replacement helmets will only be shipped to addresses within the US. Remember, NEVER wear a helmet that’s been involved in an accident.

19. What if I purchased my giant bicycle outside of the U.S.?

If you purchased a Giant bicycle outside the United States, please contact your local Giant retailer in the country where you purchased it or the country's Giant office for information. Giant bicycles that are sold in the US are unique to this country; therefore the questions you may have about the bike you own or are looking to purchase may not apply to the bikes sold in the US.

20. How do I find information on an older model giant bicycle?

To find information, such as specifications, colors, etc. regarding older model Giant bicycles, visit the Archives page. The Archives page link can be found in the footer of the website or by clicking here.

21. Why are the weights of giant bikes not listed in your catalog or website?

How much does this bike weigh? It’s a common question, and the truth is there are no industry standards for claiming bike weights—and this leads to a lot of misinformation. Variances exist based on size, frame material, finish and hardware. And as bikes get lighter, these differences become more critical. At Giant, we believe the only way to truly know the weight of any particular bike is to find out for yourself at your local retailer.

 

 

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