Frequently Asked Questions
HOLIDAY SHIPPING INFORMATION 2019
Due to high demand, holiday closures and inclement weather please be advised that your shipment may be delayed. In order to set realistic expectations, please reference the holiday shipping timelines listed below.
Last Day for Ground Shipping Orders is December 12th, 2019
Last Day for 2 Day Shipping Orders is December 18th, 2019
Last Day for Overnight Shipping is December 19th , 2019 by Noon Central Time
Any orders placed after December 19th may not ship until December 27th due to high demand.
- Q: How do I make sure my bike helmet fits properly?
To work properly, a bike helmet must fit right and be worn properly. In order to offer you the best value and fit possible, Giro makes helmets in many sizes, including:
Large = 59 – 63cm / 23.25 – 24.75in.
Medium = 55 – 59cm / 21.75 – 23.25in.
Small = 51 – 55cm / 20 – 21.75in.
Universal Fit Adult = 54 – 61cm / 21.25 – 24in.
Universal Fit Women = 50 – 57cm / 19.75 – 22.5in.
Universal Fit Youth = 50 – 57cm / 19.75 – 22.5in.
Toddler = 48 – 52cm / 18.75 – 20.5in.
Step1: (Sizing your helmet) – In order to determine the size you need, you can measure the circumference of your head. Simply wrap a measuring tape around your head, being sure to locate the tape just above your ears and keeping the tape level front to back. Once you’ve determined the proper size, you can check to make sure the helmet fits correctly. If the helmet you own now doesn’t fit on your head with just a little room between your head and the headband when the fit system is loose, you should replace it with one that does. You should always wear the helmet positioned low enough in the front to protect your forehead, but not so low that it hinders your vision. Once you’ve got a helmet that is the right size, and positioned it properly, you can adjust the fit as follows:
Step 2: (Adjusting the straps) – Open the Tri Loc™ adjusters on the straps. Put the helmet on and slide the straps through the adjusters until they are located comfortably under your ears, making sure there is no slack in any of the straps. Close and lock the Tri Loc adjusters. The front and rear straps should now join at a point slightly below your ears.
Step 3: (Adjusting the chinstraps and buckle) – Fasten the chinstrap buckle and tighten the straps until the helmet fits snugly. How snugly? You should be able to open your mouth wide enough to eat. Make sure the chinstrap is well back against the throat, NOT on the point of the chin. Straps worn on the point of the chin increase the chance of a helmet coming off in an accident. Make sure the loose ends of the strap pass through the rubber O-ring near the buckle. If it does not, the strap may slide loose and the helmet can come off accidentally. Always wear the helmet with the chinstrap buckle fastened and the strap pulled tight.
Step 4: (Adjusting the fit pads) – The helmet fits correctly when it is held firmly but comfortably in place by the interior fit pads and the fit system (Roc Loc® or Acu Loc™). The fit pads inside the helmet are held in place by hook and loop fasteners. You can use any combination of the different thickness pads provided with the helmet until the helmet fits firmly and comfortably on your head.
Step 5: (Adjusting the tension of the fit and stabilizing system) – Your helmet may come with either of Giro’s patented Roc Loc® or Acu Loc™ fit and stabilizing systems. These systems attach to the helmet liner with either hook and loop fasteners or by snap-fit anchors. The systems are fully adjustable and they enhance the fit and stability of your helmet, but they are not a replacement for your helmets straps.
To adjust the fit and stability system while the helmet is on your head, push the buttons on the back toward each other to tighten the fit, and away from each other to loosen the fit. You can adjust the fit even more on systems that use hook and loop fasteners (Roc Loc Mini, Roc Loc 2 or older Roc Loc 3 models) by removing the helmet from your head, detaching the headband from the hook and loop fasteners, then moving the headband towards the front of the helmet to tighten the fit, or toward the back of the helmet to loosen the fit. On systems that use the snap-fit anchors (newer Roc Loc 3 models), you can adjust the fit by removing the helmet from your head, unsnapping the headband from the liner and moving the arms forward to tighten the fit or backward to loosen the fit. Roc Loc 4 and Acu Loc equipped helmets do not offer this adjustment. For safety reasons, we recommend that you do not attempt to adjust the systems while you are riding.
Step 6: (Adjusting the height of the fit and stabilizing system) – In addition to tension adjustment, Roc Loc 3 and Roc Loc 4 systems allow you to adjust the height of the system for optimum comfort. To adjust the height, remove the helmet from your head and then slide the Roc Loc arms up or down. Experiment until you get a fit that is most comfortable.
Step 7:(Checking the fit) – Once you think the proper fit has been achieved, grab the helmet with both hands and twist it to the left and to the right. If the helmet fits properly, the skin on the forehead will move as the helmet moves. If it does not, the helmet is too loose. Also, grab the helmet with both hands and try to remove it by rolling the helmet forward and backward as far as you can. Make a serious effort. THIS IS IMPORTANT. If you can roll it off the head completely in either direction, roll it forward so far that it blocks vision, or backward far enough to expose the forehead, it doesn’t fit correctly. If you cannot adjust the helmet to fit properly according to these instructions, DO NOT USE THIS HELMET. Replace it with a different size or model. Once you are satisfied that the helmet fits correctly and that all straps are properly adjusted and tightened, take a short test ride. Pay attention to overall comfort and helmet stability while riding. Make any minor adjustments to the fit pads, straps and stability systems to improve comfort or stability. If you have questions about fit, call us at (800) 456-2355 or e-mail us at email@example.com.
- Q: What if I’m not sure if my helmet has been damaged?
If at any time you are unsure or have questions about your Giro helmet’s condition, you can send it to Giro for a free inspection. Our technician will thoroughly inspect your helmet, note any damage found and make our recommendations on whether the helmet should continue to be used. Call us at (800) 456-2355 or e-mail us at firstname.lastname@example.org for more details on this free service.
- Q: What kind of warranty does my helmet come with?
Any Giro helmet determined by Giro to be defective in materials or workmanship within one (1) year from the date of original purchase will be repaired or replaced, at Giro’s option, free of charge when received at the factory freight prepaid, together with proof of purchase. If you have questions regarding the warranty coverage on your helmet, call us at (800) 456-2355, e-mail us at email@example.com, or refer to your helmet owner’s manual.
- Q: How can I obtain replacement parts for my helmet?
For North American Customers call us at (800) 456-2355 or e-mail us at firstname.lastname@example.org concerning replacement parts or any questions you may have concerning Giro products. Questions outside of North America please e-mail us at email@example.com
- Q: Can I paint my helmet?
Giro does not recommend paints or solvents of any kind be used on the helmets. They can damage a helmet so that its protective capabilities are significantly reduced.
- Q: How often should a helmet be replaced?
Giro has a general recommendation of replacing your helmet every three (3) years. If you are unsure of the condition of your helmet, or whether it should be replaced, call us at (800) 456-2355 or e-mail us at firstname.lastname@example.org for information on a free inspection.
- Q: What do I do if my helmet becomes damaged?
Helmets don’t last forever. If the helmet is visibly damaged (cracked outer shell, crushed or cracked foam liner or any other damage) don’t use it. Some or all of the helmet’s protective capacity is used up when impacted, and the damage to a helmet is not always visible. If you have any questions about your helmet call (800) 456-2355 or e-mail us at email@example.com.
- Q: How do I store my helmet?
After each use, allow the helmet to air dry and then store it in a cool, dry place where it won’t get damaged.
Note that excessive heat can damage your helmet. For example, in direct sunlight a dark gear bag, the interior of a car, or an automobile trunk can get hot enough to cause heat damage (damaged helmets will appear to have uneven or bubbly surfaces). Therefore, when not being used for a period of time we recommend that the helmet be placed back into its box or case and stored in a cool, dry place.
If you have any questions as to the condition of your helmet please call (800 456-2355 or e-mail us at firstname.lastname@example.org for information on a free inspection.
- Q: How do I take care of my helmet?
Cleaning Your Helmet
Helmets are made of materials that can be damaged by many commonly available cleaners. Petroleum based solvents or cleaners are especially dangerous. They can damage a helmet so that its protective capabilities are significantly reduced. Many times this damage is not visible. For best results, clean the helmet using a soft cloth or sponge, warm water and mild soap (such as a mild dish soap).
Yes, we said Lice! We get inquiries from day care centers or from people who share their helmets, and are concerned about lice infestation. Here’s a simple, effective way to get rid of them:
Step 1 – Do not use a spray of any type.
Step 2 – Place the helmet into an airtight plastic bag for 48 hours. Then, remove the pads and use a soft cloth or sponge, warm water and mild soap to clean the surface.
Step 3 – Discard the pads and plastic bag (keep bag out of reach of children due to suffocation hazard) and visit your local Giro dealer for replacement pads. Or, call us at (800) 456-2355 or e-mail us at email@example.com for replacement pads.
- Q: Does Giro have a crash replacement program?
If your Giro helmet has been involved in an accident, you may be eligible for a discount on a new Giro replacement helmet.
To learn if your helmet qualifies, please email us at firstname.lastname@example.org with the below information:
· Picture(s) of the damaged Giro helmet
· Giro helmet model and serial number
· Giro helmet size and color
· Giro helmet manufacture date
· Your full name
· Your phone number
· Your shipping address
This Crash Replacement Program is available to US customers only. For Giro customers outside of the US, please contact your local distributor or bicycle shop for Crash Replacement availability here
- Q: How do I know what size I am?
- Large = 59 – 63cm / 23.25 – 24.75in.\nMedium = 55 – 59cm / 21.75 – 23.25in.\nSmall = 51 – 55cm / 20 – 21.75in.\nUniversal Fit Adult = 54 – 61cm / 21.25 – 24in.\nUniversal Fit Women = 50 – 57cm / 19.75 – 22.5in.\nUniversal Fit Youth = 50 – 55cm / 19.75 – 21.75in.\nInfant = 47 – 52cm / 18.5 – 20.5in.\n\nIn order to determine the size you need, you can measure the circumference of your head. Simply wrap a measuring tape around your head, being sure to locate the tape just above your ears keeping the tape level front to back. Once you’ve determined the proper size, you can check to make sure the helmet fits correctly. If the helmet you own now doesn’t fit on your head with just a little room between your head and the headband when the fit system is loose, you should replace it with one that does. You should always wear the helmet positioned low enough in the front to protect your forehead, but not so low that it hinders your vision.
- Q: 60 Days to Decide
- Every Giro cycling short with a chamois is designed to offer a supportive, comfortable fit on the bike. With our 60 Days to Decide comfort guarantee, you have 60 days from the date of purchasing a Giro cycling short featuring a chamois to evaluate the fit and comfort for yourself. So try us on! If the fit or feel isn't great, we'll work with you to find the right solution. Ask your retailer for more details.
· The Comfort Guarantee program is only valid for original purchaser.
· The Comfort Guarantee program is not available in all regions. Customers outside of USA should check with their local Distributor regarding this program.
· The Comfort Guarantee program is limited to Giro cycling Undershorts, Bib Undershorts, Ride Shorts and Ride Bibshorts featuring chamois. Speak with your retailer or a Giro customer service representative if you have questions regarding this program or Giro products.
· You must provide proof of purchase to make an exchange or return under this program.
· All returns must be processed through the authorized Giro retailer the product was originally purchased from.
· Purchases made through Giro.com must be processed directly through Giro. See Giro.com or contact our Customer Service group for assistance with returns and exchanges.
· Comfort Guarantee is good for 60 days from date of purchase. Items received after 60 days will not be processed under this policy.
· Shorts must be cleaned and in good condition as determined by Giro. They cannot be modified or damaged from crash or abuse.
· Product defects in materials or workmanship are not covered under this guarantee. See our Warranty Policy for details.
· Replacement shorts are subject to stock on hand. Giro reserves the right, at its sole discretion, to make product substitutions or refund the purchase price.
· Giro reserves the right to change or cancel this program at any time.
- Q: How to fit Giro cycling shoes
- Giro cycling shoes offer a supportive, comfortable fit when properly sized. To determine your shoe size:
STEP 1: Measure your foot with a Brannock device at your local Giro dealer, or reference your current shoes as a starting point for sizing. You can find your local dealer here.
STEP 2: Use the chart below as a guide, but allow for some variance based on your personal preference or if you are between sizes*. If you have a wide foot or a high instep, you may want to consider our HV Fit** shoes, which are designed to accommodate high-volume feet.
STEP 3: It is important to try shoes on prior to purchase whenever possible, to ensure the best fit and comfort. Giro authorized dealers can help you to determine the best size and fit based on your personal needs. You can find your local dealer here.
STEP 4: Once you’ve tried the shoe on; make sure that it’s comfortable, that the straps offer proper adjustment and that the buckle can be adjusted and secured comfortably. If the length of the shoe is ok, but the straps or buckle are not secure, you may want to try an HV fit model.
* Some Giro shoe models are available in whole and half-sizes, while others are only available in whole sizes. Make sure you choose the appropriate size for the model you select.
** Our HV fit shoes are designed to fit wider feet (E, EE width) and feet with higher insteps (the area around the arch and ankle).
- Q: WHICH PEDALS ARE COMPATIBLE WITH GIRO SHOES?
- Giro shoes have been designed to be compatible with the most popular clipless pedal and cleat systems for the type of riding they are intended for. To ensure compatibility, please read the instructions provided with your clipless pedals to confirm specifications and proper installation, maintenance recommendations and adjustment of the cleat and pedal system. Note that some pedal systems may require the use of an adapter. If you have additional questions about pedal compatibility, please contact your authorized Giro dealer or our Customer Service group for assistance.
- Q: HOW SHOULD THE PEDAL CLEATS BE ATTACHED TO THE SHOES (IF THE SHOES ARE DESIGNED FOR CLIPLESS PEDAL SYSTEMS)?
- CLEAT INSTALLATION: Install cleat system as described in the drawings below or follow the instructions provide with your pedals.
See Diagram 1.
CLEAT POSITIONING: Cleat positioning is a matter of personal choice, and can affect your riding comfort, power and efficiency. Positioning the cleat over the ball of the foot or slightly forward should maximize your power output. Positioning the cleat slightly behind the ball of the foot may increase comfort.
When you first attach cleats to the shoe sole, temporarily tighten cleat bolts to 22 in. lbs. (2.4Nm).
Once you have determined the optimal cleat position, firmly tighten the cleat mounting bolts. For final mounting, recommended cleat bolt torque is 41-52 in. lbs. (5-6Nm). Do not over-tighten bolts! We recommend that you follow the torque instructions for the cleat system and use those specifications if they indicate lower torque settings. 6Nm should never be exceeded when attaching the cleats!
- Before riding in your new shoes with cleats and clipless pedals, you should practice using the shoe and clipless system.
- Practice clipping-in and -out of the pedal while keeping one foot on the ground to maintain balance.
- When riding for the first time, find a clear area to practice clipping-in and -out of the pedal system until the motion becomes familiar.
- Q: HOW DO I ADJUST THE ARCH SUPPORT IN GIRO SHOES?
- If your shoes feature a footbed with non-adjustable arch, you can purchase our SuperNatural Fit Kit as an upgrade, and swap out the footbeds. If your shoes are equipped with our adjustable SuperNatural Fit Kit Insoles, you can choose from the three different arch supports supplied with the kit to customize fit and feel of the shoes to meet your needs:
- Large arch support = maximum height and support
- Medium arch support = medium height and support
- Small arch support = lowest height and support
To adjust the arch support for best fit and maximum comfort, simply follow these guidelines:
STEP 1: Try the shoe with the installed Medium (orange color) arch support. You may want to ride with the stock setting to see how it feels during a normal ride.
STEP 2: If the arch feels too high (arch presses uncomfortably into your foot) or too low (arch feels unsupported or flat) you may want to try a different level of arch support.
STEP 3: To change the level of support, simply remove the insole from the shoe and peel off the arch support attached to the bottom of the insole. Then install a different arch support based on your desire for more or less arch support.
STEP 4: Once you’ve set the arches to your preferred level of support, we recommend that you take the extra arch supports along on a test ride in case you want to make changes once you’re on the bike.
NOTE: If you are experiencing any lateral discomfort (on the outside edge of your feet), try a lower arch support. If you are experiencing cramping or hot spots under the feet, try a higher arch support. You should always consult with your local bicycle fit expert to tune your fit for maximum comfort and performance, especially if you experience any significant or consistent pain while riding.
- Q: HOW TO CLEAN AND CARE FOR GIRO SHOES?
- When properly cared for, your new Giro cycling shoes will offer many miles of performance.
- To clean shoes covered in mud, dirt or road grime, wipe them clean with a damp sponge or cloth.
- Never clean shoes in the washing machine.
- Do not clean your shoes using strong detergents or abrasive pads or brushes.
- Do not expose your shoes to extreme heat. Using a fire, radiator, blow dryer or other heat source to dry your shoes can damage them and void warranty.
- Shoes and pedals may not engage properly in cleats that are dirty or worn. Regularly check cleats and cleat area for dirt or debris and replace worn cleats as needed or recommended by pedal manufacturer.
- If shoes become wet, you can stuff them with newspaper to help absorb moisture and maintain shape. In most cases newspaper will dry wet shoes overnight.
- Q: CAN I REPLACE SMALL PARTS ON MY SHOES?
- We offer replacement part kits for the ratcheting buckles and straps, as well as the pedal cleat inserts and toe spikes (for MTB shoes). We also offer replacement parts for the walking pads on some models. You can order these parts through your local authorized Giro® Footwear dealer, or through our customer service group directly. Note that you should only use Giro® replacement parts and/or those available via Giro, since other parts can void the warranty on your Giro shoes.
- Q: DO GIRO MTB SHOES ACCEPT TOE SPIKES?
- Many Giro® MTB shoes are designed to accommodate the use of toe spikes when additional traction is needed for walking. Some models are packaged with toe spikes, which can be easily installed with the supplied wrench. Please note that due to the design differences between various brands and styles of toe spikes in the market, the use of toe spikes other than those supplied with Giro shoes or those available via Giro, can void the warranty on your Giro shoes.
If your shoes are damaged from the use of non-Giro branded toe spikes, please contact our customer service group for more information.
- Q: WHAT IS THE WARRANTY POLICY FOR GIRO SHOES?
- Giro™ cycling shoes are intended for cycling. (“Giro™”), located at 5550 Scotts Valley Drive, makes the following Limited Warranty concerning Giro™ cycling shoes. This Limited Warranty is made only to the original purchaser of cycling shoes. It is not transferable, and is void to any subsequent owner.
Giro™ cycling shoes are guaranteed to be free from defects in materials and/or workmanship for a period of one (1) year from the date of purchase. Giro™ will, at its option, replace or repair defective shoes. To receive warranty service, within one year the original owner must return the shoes to an authorized Giro™ dealer along with the original sales receipt.
This warranty does not cover defects, damage, malfunctions, or failures resulting from abuse, neglect, improper assembly of the pedal or pedal cleat, improper maintenance, alteration, collision, or a crash.
Please see our Warranty page for details on policy and initiating a return authorization if necessary.
- Q: How do I find my glove size?
A note about fit: Giro Gloves are available in Men’s, Women’s and Youth sizes and tailored to the needs of cyclists. While we strive for the most consistent fit possible, some glove models may fit differently than others. For instance, leather gloves will stretch and “break-in” with time and use, so they may feel snug when new compared to similar synthetic glove designs. Also, winter gloves are designed to have a little more interior volume in order to trap heat, so they may feel roomier than a comparable mountain bike or long-finger road glove.
- Q: HOW TO CLEAN GIRO GLOVES
- Synthetic Gloves - For best results, clean the gloves using lukewarm water and a mild liquid soap or cleaner. Then allow the gloves to air dry away from direct sunlight. When almost dry, you can put the gloves on to give them shape, and then gently remove them. Make sure they are laid flat.
Leather Gloves / Leather Palm Gloves - For gloves with leather, extra care will help to extend the life of the gloves, and a good leather conditioner can help to keep the leather supple since washing can damage it.
STEP 1: Use lukewarm water and mild soap to gently wash the glove (you can wear the glove while washing to help maintain the glove’s shape).
STEP 2: Gently pat dry with a towel to remove excess water.
STEP 3: You can put the gloves on to give them shape, and then gently remove them. Make sure they are laid flat.
STEP 4: Hang to air dry away from heat or direct sunlight.
STEP 5: When almost dry, you can put the gloves on to give them shape. You can also gently rub a good leather conditioner into the leather to help keep it supple
NOTE: Never dry clean, bleach or tumble dry!
- Q: HOW TO STORE GLOVES WHEN NOT IN USE
- After each use remove the gloves carefully, lay them flat, and allow the gloves to air dry in an open area. Then store in a cool, dry place.
NOTE: We strongly discourage leaving used gloves in damp, enclosed spaces (like the bottom of a gear bag) since that can inhibit proper drying and cause the leathers or other materials to become stiff or brittle.
- Q: WHAT IS THE WARRANTY POLICY FOR GIRO GLOVES?
- Giro™ cycling gloves are intended for cycling. (“Giro™”), located at 5550 Scotts Valley Drive, makes the following Limited Warranty concerning Giro™ cycling gloves. This Limited Warranty is made only to the original purchaser of cycling gloves. It is not transferable, and is void to any subsequent owner.
Giro™ cycling gloves are guaranteed to be free from defects in materials and/or workmanship for a period of one (1) year from the date of purchase. Giro™ will, at its option, replace or repair defective gloves. To receive warranty service, within one year the original owner must return the gloves to an authorized Giro™ dealer along with the original sales receipt.
This warranty does not cover defects, damage, malfunctions, or failures resulting from abuse, neglect, improper care, alteration, collision, or a crash.
Please see our Warranty page for details on policy and initiating a return authorization if necessary.