Customer Support

We are here to help

You've got questions and we have answers. Problem is a lot of other people have questions too. We are getting more emails than ever before, and we try to respond as quickly as possible, but if you're like us, waiting is tough. Let's see if we can find an answer to your question.

Have you checked out our Online Ordering & Inventory Notice yet? Tonnes of useful information there.

For orders that you placed at a Giant retailer (including Giant Branded Stores), you will have to contact your retailer. They have access to the same information we do, plus a way better idea of what's going on at their store.

Frequently asked Questions

We have 2 types of Online ordering, one for gear and another for bikes.

1. GEAR:
Gear items ship directly from Giant Canada's warehouse to your door. The transaction is solely between Giant Canada and you the consumer.

2. BIKES:
Bikes get a bit more complicated. We sell online using a Click and Collect model. When you by a bike online Giant Canada facilitates the sale, but you are essentially buying a bike from your pick up location. We sell from the retailers stock first, if they don't have stock and we do, we'll ship from our warehouse to the store. We need to include the store because we want to make sure the bike is properly built and safe to ride. Did you know it voids your warranty if a bike is not assembled by an Authorized retailer?

For more details please refer to our Terms and Conditions

Giant warrants our frames and components to be free from defects in material and workmanship and will replace defective components with available stock. However, we do not cover any associated labour costs with said replacement.

Unfortunately, we are unable to diagnose any issues without physically inspecting the bike itself, therefore it will need to be taken to a Giant retailer in order for a warranty claim to proceed.

It is highly recommended that you return to the original purchasing shop to process any warranties. For full details on our warranty please click here.

BIKES

Bicycle(s) may be returned to the Retailer at which the bike was picked up from for a refund from Giant Bicycle Canada. The Bicycle must be in NEW condition and that condition is at the sole discretion of the retailer to determine.

Please be aware that there are potential processing and restock fees associated with returns and cancellations, for full details refer to our Return Policy.

GEAR

You can return new Gear item(s), excluding clearance/sale items, with all original packaging and/or tags within 30 days of delivery for a full refund.

Any merchandise that shows signs of use (wear, dirt, smell, scuffing, mounting, installation, etc.) cannot be returned. This includes any items that have been “tested out”. Items for which the packaging has been destroyed are not returnable.

Shipping costs are non-refundable and you are responsible for any return shipping costs.

See our full Return Policy & Procedure here.

Giant Canada is currently shipping every bike we receive to retailers and we are unlikely to have warehouse stock until 2022.

Our online store shows current stock from retailers that actively share inventory with us. Unfortunately pass this information we do not know what retailers have available as many of their models have been sold and/or pre-sold.

Below is a list of retailers that share stock information with us. If your local dealer is on this list and they don’t show stock of the model you want chances are they don’t have it. If your local dealer is not on the list, please contact the store directly for availability as we cannot speak on their behalf.

CITYDEALER
AncasterAncaster Cycle
Baie D'UrfeGiant By Teal Sport
BrandonStream N' Wood
BurlingtonBrant Cycle
CalgaryRidley's Cycle
CalgaryThe Bike Shop
CambridgeGrand River Cycles
Campbell RiverPedal Your World Sports
CanmoreThe Bicycle Cafe Corp
ChilliwackPedal Sport Tandem Sport
CochraneBike Bros
CourtneyMountain City Cycle
DieppeMikes Bike Shop
EdmontonCranky's Bike Shop
FrederictonRadical Edge
GranbyVelogare
GuelphParamount
HalifaxGiant Bicycles Halifax
HudsonVillage Cycle & Ski
KamloopsThe Bicycle Cafe (Kamloops)
KelownaCyclepath Kelowna
KentvilleValley Stove & Cycle
KingstonJ & J Cycle
KitchenerZiggy's
LangleyGiant Bikes Langley
LondonTo Wheels
MagogGiant Magog
MascoucheGiant Mascouche
MiltonMilltown Cycle
MontrealCycles Anjou
MontrealGiant Montreal
NanaimoArrowsmith Nanaimo
NelsonGerick Cycle & Sports
NewmarketBikeSports
OakvilleCyclepath Oakville
OkotoksRidley's Cycle Okotoks
OrleansGiant Orleans
OttawaGiant Ottawa
OttawaFresh Air Ottawa
ParksvilleArrowsmith Parksville
PembertonPemberton Bike Co.
PentictonFreedom Pursuits
PickeringBike Depot Pickering
Pitt MeadowPitt Meadows Cycle
Powell RiverSuncoast Cycles
Prince GeorgePlayers Bench / Evolve
Quebec CityMathieu Performance
RichmondVillage Bikes
Salaberry-De-ValleyfieldGiant Valleyfield
Salmon ArmSkookum Cycle & Ski
SaskatoonThe Bike Doctor
SpringwaterGiant Barrie
SquamishDrop Bar Cycles
St. AlbertCranky's Bike Shop
St. Jean-Sur-RichelieuMessier Bicyclettes
Ste. JulieUltime Vélo
StratfordRoss Bike Works
SudburyAdventure 365
TerraceWild Bike And Backcountry
ThornhillBike Depot Thornhill
Thunder BayFresh Air CP ThunderBay
TorontoGiant Toronto
TorontoGears Bike Shop
TorontoSweet Petes
VancouverGiant Vancouver
Vaudreuil-DorionGiant Vaudreuil
VaughanGiant Vaughan
VerdunCycles Campus
VernonOlympia Cycle Vernon
VictoriaRuss Hays The Bicycle Shop
WhistlerBike Co.
White RockGiant Bikes White Rock
WindsorAmbassador Bikes
WinnipegWoodcock Cycle Works
WinnipegBikes & Beyond

Rider and gear weight limits will vary per style of bike, much of it revolves around what the bike was built for and what your intended usage is. It is important to understand your bike and its intended use. Choosing the wrong bicycle for your purpose can be hazardous and dangerous. No one type of bicycle is suited for all purposes. Your local retailer can help you pick the “right tool for the job” and help you understand its limitations, but for quick reference here is our category overview.

Weight limits are categorized into 5 different conditions. These maximum weight limits are estimates based on several factors which may vary including but not limited to, riding style, road and terrain conditions and weight distribution. It is never advisable to continue to load the bicycle to its maximum capacity. If you have specific questions regarding the use of your bicycle at its maximum capacity please consult your Giant Retailer. Also note that the below limits are for the rider and any gear being carried while riding on the bicycle's intended terrain. Certain models are designed to carry luggage and/or racks over and above the rider's weight. For more information regarding luggage please refer to the owners manual.

Condition 1: High-performance road
Bikes designed for riding on a paved surface where the tires do not lose ground contact.
INTENDED to be ridden on paved roads only.
Maximum rider weight limit: 275 lbs / 125 kg

Condition 2: General purpose riding, Gravel and Cyclocross
Bikes designed for riding Condition 1, plus smooth gravel roads and improved trails with moderate grades where the tires do not lose ground contact.
INTENDED For paved roads, gravel or dirt roads that are in good condition, and bike paths.
Maximum rider weight limit: 300 lbs / 136 kg

Condition 3: Cross-Country, Marathon, Hardtails
Bikes designed for riding Conditions 1 and 2, plus rough trails, small obstacles, and smooth technical areas, including areas where momentary loss of tire contact with the ground may occur. Not dirt-jumping or extreme riding.
INTENDED For cross-country riding and racing which ranges from mild to aggressive over intermediate terrain (e.g., hilly with small obstacles like roots, rocks, loose surfaces and hard pack and depressions).
Maximum rider weight limit: 300 lbs / 136 kg

Condition 4: All Mountain
Bikes designed for riding Conditions 1, 2, and 3, plus rough technical areas, moderately sized obstacles, and small jumps.
INTENDED for trail and uphill riding. All-Mountain bicycles are more heavy duty than cross country bikes, allowing them to be ridden in more difficult terrain, over larger obstacles and moderate jumps. They cover a fairly wide range of intended use, and within this range are models that are more or less heavy duty. Talk to your retailer about your needs and these models.
Maximum rider weight limit: 300 lbs / 136 kg

Condition 5: Gravity, Freeride, Downhill and Dirt Jumping
Bikes designed for jumping, hucking, high speeds, or aggressive riding on rougher surfaces, or landing on flat surfaces. However, this type of riding is extremely hazardous and puts unpredictable forces on a bicycle which may overload the frame, fork, or parts. If you choose to ride in Condition 5 terrain, you should take appropriate safety precautions such as more frequent bike inspections and replacement of equipment. You should also wear comprehensive safety equipment such as a full-face helmet, pads, and body armor.
INTENDED for riding that includes the most difficult terrain that only very skilled riders should attempt. Gravity, Freeride, and Downhill bikes are heavier and have more suspension travel than All-Mountain bikes, allowing them to be ridden in more difficult terrain, over larger obstacles and larger jumps. There is no guarantee that extreme riding will not break a Freeride bike. The terrain and type of riding that Freeride bikes are designed for is inherently dangerous. In this kind of riding, bad judgment, bad luck, or riding beyond your capabilities can easily result in an accident, where you could be seriously injured, paralyzed or killed.
Maximum rider weight limit: 300 lbs / 136 kg

If you have worked with your Giant retailer to choose a bike that is appropriate for your intended usage and weight, the integrity of the frame should not be a concern. It is also important to consider the components on the bike as they all have their own weight limits set by the manufacturer. In many cases this is not Giant and we keep this in mind when specifying maximums. Sometimes upgrading to a sturdier wheel, stronger crankset or more durable pedal can be the difference between a bike that is safe to ride and one that is not. Many parts on a bike are changeable and your local retailer can help you customize your bike to best suit your needs.

If you still have a question please feel free to reach out to us directly by completing our Contact Form