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Customer Support

For orders placed at a Giant retailer, please contact your retailer. For Click & Collect orders please fill out our contact form and include your Order Confirmation number that you can find in your original Order Confirmation email.

  • How does Click & Collect work?

  • How do I find a retailer?

  • What is our Warranty Policy?

  • 30 Day Return Policy

How does Click & Collect work?

Giant and Liv have Click & Collect locations all around the country for your convenience, once a Click & Collect order is placed the processing begins immediately.

At this current point in time, only Gear orders can be ordered through Click & Collect, not bicycles. Gear orders will be shipped through our local carriers and most orders should be available for collection within 4-5 business days depending on location. You will receive an e-mail after your order has shipped to your dealer.

We accept VISA & MasterCard as forms of payment.

What do the Stock Status mean?
In Stock, the item is available from our warehouse.
Out of Stock, the item is currently unavailable, but you can choose to be notified via email once the item becomes available.

What are the shipping restrictions?
At this time we only ship customer orders to Authorised Giant and Retailers located in New Zealand. If you are located in another country please check with your local Giant or Liv retailers for product offerings and availability.

To view our full Terms & Conditions of Sale please visit here.

How do I find a retailer?

Please visit our store finder to locate your nearest Giant or Liv retailer.

We strive to support independent retailers who in turn represent the Giant & Liv brands at all levels.
Unfortunately, we are not able to have a retailer in every community.

Why pick up in-store?

We believe our retailers are an essential part of the cycling foundation. Competent bicycle retailers make the difference in creating a cyclist for life. Our family of retailers is ready to communicate our mutual commitment to the cycling lifestyle and its lifelong health benefits. Our promise to you; we are committed to your riding experience, there is no better way to service, fit, or impact the cycling experience with such emotion and sustainability than through an energised retailer.

Thank you for supporting a local business. Let's ride!

What is our Warranty Policy?

To help resolve any Warranty and product-related issues that you may have as fast as possible, we've put together a list of frequently asked questions - please take the time to read the FAQ's below before reaching out to us directly.

If you can't find the answer here - please contact your local Authorised Giant or Liv Retailer. Your local Authorised Retailer is extremely knowledgeable with vast experience of our products and in the majority of cases they will be able to resolve the issue or answer your question quickly.

Please note that if you have a question that requires a physical inspection, we cannot answer this via our social media channels or email so please take your bicycle, gear item or component back to your local Authorised Retailer for them to examine.

We also ask that any questions relating to quality, function or setup that you talk to your local Authorised Retailer because these tend to need a hands-on approach to find a satisfactory answer or solution.

What is the warranty on my Giant or Liv bicycle?
Please refer to your Owner’s manual - depending on the year you purchased your bicycle and depending on which model you have will dictate what your warranty is.
Please visit this link for the current Giant & Liv Bicycle Owner’s Manual for New Zealand.

If you are unsure please consult your local Authorised Retailer.

How do I make a warranty claim?
With all warranty claims please take your bicycle or gear item to your local Authorised Retailer with the proof of purchase - all claims must be made through an Authorised Retailer.

I am unhappy with the quality of my Giant bicycle - what can I do?
We are of course disappointed to hear this but in our experience if you take your bicycle back to your local Authorised Retailer, we will make every effort to address the matter and come to a satisfactory resolution for you.

If my bicycle frame is replaced under warranty - will I receive the same frame?
We will endeavour to replace like for like but cannot always guarantee we will be able to replace with the exact frame in its original colour way. We will, of course, replace with the best available option to the same specification or better but this does mean from time to time that colour ways may differ from the original.

30 Day Return Policy

The Return Policy below only applies to purchases made through our website(s) www.giant-bicycles.com/nz & www.liv-cycling.com/nz.If you have purchased one of our products through a store and would like to return it, please reach out to your local store.

In addition to your rights under the New Zealand Consumer Law, unless otherwise indicated on this Website as a “non-returnable” item, within 30 days following purchase, you may return a Product for a full refund of the purchase price (not including any applicable initial shipping and handling charges), so long as any such Product is in new, unused and undamaged condition, with original packaging, and the original price and information tag(s) have not been removed, and subject to the following:

Important: Returns will not be accepted without a completed Returns Form. Please ensure your original Order Confirmation number is included which can be found in your Order confirmation email.

Gear Orders: Please ensure the above Returns Form is attached or enclosed with the goods you are returning. 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" or "tried out”. Items for which the packaging has been destroyed are not returnable. Assuming the returned goods meet the outlined above, Giant will begin the refund process.

Please ensure returned goods are adequately packaged to avoid damage in transit. We strongly recommend that all returned goods are sent with a trackable & insured service. We cannot take responsibility for items that are damaged or lost in transit.

Unless otherwise noted, the refund will be for the full value of the returned items. Shipping fees if applicable will not be refunded. Credit for the returned items is applied to the credit card that was used to make the original purchase. Returns will be inspected by Giant within 72 hours of receipt and depending on your credit card company it may take an additional 2-10 business days before a credit is processed to your card. Please note: our authorised Giant retailers cannot process the refund for you, it must be processed by Giant Head Office via the same method used for your original purchase.

Should you have any further queries regarding the Click & Collect process please send your enquiries via email to GiantWebLink@giantbicycle.co.nz and a member of our customer service team will be in contact.