Frequently Asked Questions
No, you have to disassemble your bike, both to avoid damages during the transport and to stay below the dimensions limits for shipping.
For further information about how to disassemble your bike, please refer to How to Pack your Bicycle.
No, it is important that the packaging you choose for transport contains only the bike: any accessories must be transported separately (e.g., in your personal luggage) and unduly placed in the package may be subject to possible additional costs, or even fines by the competent Authorities (customs, security control, ...). Also, any other item inappropriately placed in the bike box can lead to damaging the bike and its parts.
For further information please refer to How to Pack your Bicycle.
Yes, the maximum limits for shipping your bike are the following:
- TOTAL bike box dimensions must be under 400 cm (157,5 inch) as the result of: [length + (x2 height) + (x2 width)]
- TOTAL bike box weight (disassembled bike included) must be maximum 40 kg.
No, it’s not possible to ship the battery on its own.
Yes, provided that you properly pack your bike and reinforce corners and handle holes (double walled cardboard is required).
Please note that if you use the same cardboard box for a round trip, it must be intact also for the return, without evidence of damage and never been in contact with moisture or water.
For further information please refer to How to Pack your Bicycle
No, we don’t sell bike boxes, but you can easily find and buy your bike-box either online or in a bike shop (rigid, semi-rigid or carton box). In any case the packaging must properly protect your bike during the transport because you’re responsible for it.
For further information about the types of packaging allowed, please refer to “Types of external packaging” on How to Pack your Bicycle section.
Yes, all shipments are covered by the basic insurance included in the courier transport terms and conditions, however this do not cover the value of the bike and, if damage occurs, only a minimal pay-out based on weight will be considered. Given how precious your bike is, we recommend that you to buy our Full Protection Insurance. The full value of your bike will be covered for any damage incurred throughout its journey. We’ll provide you with immediate assistance and efficient claim process management for the reimbursement of damages. This service is not included in the transport price, but you’ll find the amount on the quote we’ll send you.
For further information, please refer to Full Protection Insurance section.
After accepting the quotation sent by our Customer Service, you will receive an e-mail containing a link to a digital secured platform, through which you’ll make the payment of the service with your credit card. This operation, in any case, must be done no later than 24 hours from when you will get the link.
For further information about the process of payment, please refer to Method of Payment and Cancellation of the Service on our Terms & Conditions
Yes, you can surely schedule a pickup or a delivery at/to a hotel / B&B / bike shop. What is important is that you take care to inform the reception / front office and make sure they accept to hand it over to the courier or to receive your bike there. You also need to indicate the opening hours, full name and phone number of a contact person present at the reception / front desk.
Please contact our Customer Service at firstname.lastname@example.org, referring to the shipment order number provided when purchasing the service. Do not contact the courier’s Customer Service department as they will not have access to shipping orders in our Ship To Cycle system. We’ll look after you and send you a reply shortly.
Yes, you have to print your label and securely stick it to the bike box.
If shipping in a cardboard box, please clean the surface of your box and attach your label using a self-adhesive pouch or clear tape.
If shipping in a rigid or semi-rigid box, please attach your label on the rigid top corner so that it can’t fall off.
Note: Remove or completely cover all other tracking labels, addresses and bar codes on the outside your box or case.
No, but to avoid any issue, please remember that someone (correctly informed about) needs to be present at the address provided both for pickup and delivery. A signature must be provided in both circumstances.
Feel free to assign another person (relative, hotel staff etc.) to be present at the pickup / delivery address.
Pick-up and delivery time frames are from 9:00 a.m. to 7:00 p.m. on working days only (excluding local bank / national holidays).
In case of a missed pickup or any other issue occurred during the collection attempt, please contact our Customer Service at email@example.com, referring to the shipping order number provided when purchasing the service. We’ll look after you and send you a reply shortly.
Yes, we’ll send you the shipping label to be attached to the bike box. You’ll find the tracking number on it and you’ll be able to use it to monitor your bike during the transport.
You’ll be informed about the transit times from the first quote we send you. Please note that they are approximate and may vary due to unforeseen circumstances.
Yes, you can cancel your order no later than two working days before the pick-up date previously confirmed.
In case you need to proceed in this way, please contact our Customer Service at firstname.lastname@example.org, referring to the shipment order number provided when purchasing the service.
For further information about cancelation process and refund policy please refer to Method of Payment and Cancellation of the Service on our Terms & Conditions.
If your shipment is externally damaged, please remember to place a signature for "goods unchecked" on the courier’s delivery note and take pictures of the damaged bike box.
In case you would open a claim for the damage of your bike, please contact our Customer Service at email@example.com, referring to the shipment order number provided when purchasing the service.
For further information about damage claim process please refer to our Terms & Conditions.