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Customer Support

For orders placed at a Giant retailer, please contact your retailer.
For WebLink orders please reply to your order confirmation email or fill out our contact form and include your Order Reference Number.

  • How does Weblink work?
  • How do I find a retailer?
  • How does Affirm financing work?
  • What is your Warranty Policy?
  • What is your Return Policy?
  • Product inquiries
  • 60 Day Satisfaction Guarantee

How does Weblink work?

Once an order is placed the processing begins immediately. 

Bicycles ordered will be shipped to an Authorized Giant Retailer. Orders may be available for pick up the same day as order submission or may take up to 7 business days to arrive; bikes shipped to your local retailer will need extra time to be assembled. Your local retailer will contact you as soon as your order is available pick up.

The price for your bike includes professional assembly by an Authorized Giant Retailer. 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, etc.) which are not included in the price of bikes purchased through Giant WebLink. All bicycles purchased through Giant WebLink come with a FREE 30-Day check-up at the local retailer where the order was picked up!

Gear only orders will be shipped directly to you via UPS and may take up to 7 business days to arrive. You will receive an e-mail after your order has shipped with tracking information. Order may be split shipping depending on inventory availability. This will not increase your shipping charges, but may increase the amount of time it takes to receive your entire order.

We accept VISA, MasterCard, American Express, Discover and we offer consumer financing through Affirm on select bicycle purchases.

What do the Stock Status mean?
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.
Coming Soon, the item is new and we are awaiting it’s arrival!
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.

What are shipping restrictions?
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. 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.

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.

How do I find a retailer?

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

How does Affirm financing work?

Affirm Financing offers the option to make easy monthly payments over 3, 6, or 12 months for select bicycle purchases. Just select Affirm at checkout.

Enter a few pieces of information for a real-time decision. Checking your eligibility won't affect your credit score. No hidden fees. Know up front exactly what you'll owe, with no hidden costs and no surprises.

Subject to credit check and approval. Down payment may be required. For purchases under $100,limited payment options are available. Estimated payment amount excludes taxes and shipping fees.

Affirm loans are made by Cross River Bank, a New Jersey State Chartered Commercial Bank, Member FDIC. See http://www.affirm.com/faqs for details.

What is your Warranty Policy?

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.

The warranty applies only to the original owner of the bicycle.

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.

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.

Can my Giant composite (carbon fiber) frame be repaired?
No, it is not possible to repair a Giant composite frame.

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.

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.

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.

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.

What is your Return Policy?

We want you to love your purchase, but if an item fails to meet your expectations we will accept its return.

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 (S&H) plus any applicable tax, so long as any such bicycle is like-new and undamaged.

To make a return for a refund, please follow these guidelines:
· Returns will be accepted within 14 days of invoice
· Items must be in like-new, unused condition and undamaged
· 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 used
· The item is not in new condition
· The item was marked "final sale"
· The item was damaged by improper use or accident

Gear and Rider Apparel returns:

New, unused items are eligible for a refund within 60 days of purchase. Used items are eligible for an online store credit within 60 days of purchase.

To make a return for a refund, please follow these guidelines:
· Returns will only be accepted within 60 days of purchase
· 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

To make a return for an online store credit, please follow these guidelines:
· Returns will only be accepted within 60 days of purchase
· Proof of purchase is required
· Used items must be cleaned prior to return

Items ineligible for return:
· The item was not purchased from Giant Bicycle, Inc.
· The item was purchased more than 60 days ago
· The item was marked "final sale"
· The item was damaged by improper use or accident

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.

You may be eligible for a full refund of the purchase price, not including initial S&H charges, plus any applicable tax, as long as new, unused items meet the refund eligibility terms above. You may be eligible for an online store credit equal to the purchase price, not including initial S&H charges, plus any applicable tax, as long as used items meet the online store credit eligibility terms above and are returned clean.

All returns:
Refunds, less original S&H, will be credited to the original credit card account used for purchase within 30 days after return is received. Online store credits, less original S&H, will be issued within 30 days after 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 S&H charges (if applicable). If an item is returned that does not meet eligibility guidelines listed above, the return will be declined and the item returned to you.

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.

Product inquiries

Bicycles:

How Do I find Bicycle Specifications?

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.

Some bicycle 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.

Does Giant take trade ins?

Unfortunately, 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.

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.

Apparel:

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.

60 Day Satisfaction Guarantee

We’re confident you’ll love how our gear performs. But in case you don’t we’ll take it back and exchange it for something you do love. You have up to 60 days to decide.

If for any reason you’re not satisfied with your Giant or Liv gear* purchase, return the item along with the original receipt to the Giant or Liv retailer of the original purchase within 60 days for a one time exchange or refund.

Gear items purchased from the Giant or Liv consumer websites must be returned directly to Giant. If unsatisfied with a gear item’s performance, please follow our return process.

 

*Gear items exclude complete bicycles and bicycle frames.