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Frequently Asked Questions



WHO SHOULD I CALL IF I NEED HELP? 

Contact us (click here for contact info), not the courier’s customer service department as they will not have access to orders in our ShipToCycle system. We’ll look after you. 


WHAT TYPES OF BICYCLES DOES SHIPTOCYCLE SHIP? 

ShipToCycle ships all types of bicycles. If you need to ship an e-bike, please contact us.
You must accurately enter the dimensions of your bike box, order to avoid additional costs, delays or refusal at pickup. Packed bike boxes must not exceed the maximum measurement of:
400cm = length + (2 x width) + (2 x height) and weight must not exceed 40kg.
If your box exceeds these dimensions, please contact us. Click here for contact details


IS IT SAFE TO SHIP MY BICYCLE IN A CARDBOARD BOX?

Yes, provided that you properly pack your bike and reinforce corners and handle holes. Check here to see our instructions on How to Pack a Bicycle


CAN I USE MY OWN BIKE CASE OR BOX TO SHIP WITH SHIPTOCYCLE? 

Yes. Remember that the maximum measurement of packed bike boxes are:
400cm = length + (2 x width) + (2 x height) and weight must not exceed 40kg.
If your box exceeds these dimensions, please contact us. Click here for contact details


WHAT HAPPENS IF I CAN’T BE PERSONALLY AT THE INDICATED ADDRESS AT THE MOMENT OF PICKUP/DELIVERY? 

To avoid delays, please remember someone needs to be present at both pick up and drop off addresses. A signature must be provided in both circumstances.
Feel free to assign another person (relative, hotel staff etc) to be present at the pickup/drop off.
Pick-up and drop-off times are 09:00-16:00, Monday to Friday.


WHAT IF I HAVE TO CANCEL MY SHIPMENT? 

You can cancel your shipment up until 5 days before pick up.
A refund can be requested, minus payment processing fees, on your unused shipment up to 60 days after your purchase date. Refunds may take up to 7-10 days to be sent to your account. Please do not file a chargeback with your credit card company as that will slow down the refund process.


HOW DO I ATTACH MY SHIPPING LABEL?

Print your label and fold it, the label's information must be easily readable, able to be scanned and securely attached.
If shipping in a cardboard box, clean the surface of your box and attach your label using a self-adhesive pouch or clear tape.
If shipping in a bike travel case, attach your label using a shipping tie tag and zip tie or self-adhesive pouch.
Note: Remove or completely cover all other tracking labels, addresses and bar codes on the outside your box or case.


WHAT IF I DON’T HAVE MY OWN BIKE BOX? 

You can purchase a rigid or semi-rigid commercially made bike box for ask your local bike shop for a strong, double walled cardboard/carton box. Note that a cardboard box may only last a single journey so you may need to obtain another one for the return trip. 


IS MY BIKE INSURED DURING ITS JOURNEY?  

All STC shipments are covered by the basic courier transport terms and conditions, however these 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 buy our STC Full Protection Coverage. The full value of your bike will be covered for any accidental damage incurred throughout its journey. We provide immediate assistance and efficient claim process management for reimbursement of damages. You can click here for full details