Frequently Asked Questions

BEFORE BUYING OUR SERVICE

• Can I send the bike without disassembling it?

  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.

• Can I put any other item (including my sports equipment/helmet/etc.) in the bike box in addition to the bike?

  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.

• Are there any dimensions and weight limits to ship my bike?

  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.

• Can I ship my e-bike?

  Yes, we offer this service to many Countries, please fill in our on-line form to check if the destination Country you need to ship to is covered by the service.

• Can I ship only the battery of my e-bike?

  No, it’s not possible to ship the battery on its own.

• Can I ship my bicycle in a cardboard box?

  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.

• Can I buy a bike box from Ship To Cycle to ship my bike?

  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.

• Is my bike insured during its journey?

  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 Coverage. 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 Coverage page.

• If I buy the Ship To Cycle Full Protection Coverage, is damage to the bike box also covered?

  No, the Full Protection Coverage only covers any accidental damage incurred to the bike. For further information please refer to Full Protection Coverage.

• How can I pay my shipping order?

  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.

• Can I ship my bike from / to an address different from a residential one?

  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.

After BUYING OUR SERVICE

• Who can I call if I need help with my shipping order?

  Please contact our Customer Service at support@shiptocycle.com, 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.

• Do I have to print my shipping label?

  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.

• Do I need to be physically present at the indicated address on pickup/delivery date?

  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).

• What can I do if my bike does not get picked up?

  In case of a missed pickup or any other issue occurred during the collection attempt, please contact our Customer Service at support@shiptocycle.com, referring to the shipping order number provided when purchasing the service. We’ll look after you and send you a reply shortly.

• Will I get a tracking number to follow my bike shipment?

  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.

• How long does it take to deliver my bike after the pickup?

  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.

• Can I cancel my shipping order?

  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 support@shiptocycle.com, 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.

• What can I do if my bike has been delivered damaged?

  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 support@shiptocycle.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.

• Who can use the B2B Ship To Cycle service?

  We collaborate with operators across the cycling and sports industry: physical stores, e-commerce platforms, buying and selling marketplaces (new or used), emerging brands, tour operators, bike rentals, event organizers, and professional teams. Dedicated logistics and contractual solutions are designed for each specific profile.

• Which items can be shipped with Ship To Cycle?

  While the service was specifically created for bicycle shipping, we can also handle related sports items, spare parts, and technical components, provided they fall within size and weight limits. For special requirements or to evaluate shipping feasibility, please contact us. The Ship To Cycle team can provide all the necessary information and a personalized quote.

• What advantages does the B2B service offer compared to B2C?

  • Dedicated rates and personalized contracts based on shipping volumes.
  • Multiple and flexible pickups, including from different addresses.
  • Dedicated customer care and a specialized operational account manager.
  • Integration with e-commerce platforms or marketplaces.

• Is there a minimum shipping volume?

  No. Every collaboration is evaluated individually. One of STC’s primary strengths is its flexibility, which allows us to operate without minimum or maximum shipping volumes. It is possible to start with a pilot project and progressively scale up volumes based on the partner’s needs and business growth.

• How does the door-to-door service work?

  Ship To Cycle offers a comprehensive door-to-door service: pickup from the specified address and direct delivery to the recipient. A drop-off point option (partnered collection points) is also available to provide greater flexibility for the recipient.

• What are the dimensional limits for bike boxes?

  For international shipments, the maximum girth must not exceed 390 cm, calculated as:

  Length + (2 * Height) + (2 * Width)

  It is essential to pack the bike correctly to avoid overdimension surcharges caused by:

  • Bulging (e.g., pedals not removed);
  • Incorrect closure (e.g., saddle not disassembled);
  • Deformed or improperly sealed boxes.

• Who manages the operational side of the shipments?

  Our dedicated back office handles:

  • Creation and booking of shipments;
  • Address management and sending shipping labels to the customer;
  • Monitoring missed deliveries and missed pickups;
  • Rebooking management;
  • Real-time tracking and status updates.

  The customer receives constant support throughout every stage of the process.

• How are delays managed?

  In the event of a delay, the Ship To Cycle back office monitors the shipment, contacts the courier, and manages communication with the customer. We handle the entire follow-up process internally until final delivery is confirmed.

• What happens in case of a failed delivery?

  The courier makes up to 3 delivery attempts, after which the shipment is returned to the sender. The recipient can contact the courier directly to arrange a new delivery date.

• Is "Signature Required" on delivery an included service?

  Yes, this service is included in the price. It ensures greater security, traceability, and the certainty that the goods are delivered to the intended recipient.

• Is it possible to ship to non-EU countries?

  Yes. We manage international shipments to non-EU countries, handling all necessary documentation and customs formalities.

• What do Ship To Cycle B2B rates include?

  Our rates include:

  • Dedicated customer care;
  • End-to-end monitoring until delivery;
  • Management of investigations or claims;
  • Pickup booking and shipment creation;
  • Fuel surcharge;
  • Remote/extended area supplements;
  • Up to 3 delivery attempts;
  • Rebooking service;
  • Mandatory signature upon delivery.

• Is there a seasonal surcharge (High Peak Season)?

  Yes. Between approximately mid-September and mid-January, a temporary supplement may be applied to certain categories of large shipments (such as bicycles). This increase is determined by the couriers and will be communicated to customers in advance.

• What are "Overdimension Surcharges"?

  These are surcharges applied by the courier when a shipment exceeds the dimensional or weight limits established by the carrier. These additional costs are charged for parcels considered oversized or non-standard. Specifically, these supplements may apply when the package is:

  • Too large: Exceeds a specific maximum length or the total girth (2 * Width + 2 * Height + Length).
  • Too heavy: Exceeds the standard limits of the service.
  • Irregularly shaped: Difficult to handle (e.g., tubes, loose wheels, or very long items) and cannot be processed by automatic sorting systems.

  These parcels require extra space, additional labor, or manual handling. If an overdimension occurs, Ship To Cycle is required to pass the courier’s cost on to the client.

• How can an "overdimension" charge be contested?

  A dispute can only be opened by providing:

  • Photos with a measuring tape clearly showing the actual length, height, and width;
  • Photos of the box closed and correctly packed.

  If the dispute is accepted, Ship To Cycle will receive a credit note from the courier and refund the customer.

• Are there other supplements?

  • Remote area supplements;
  • High Peak Season surcharge;

  All supplements are communicated transparently before any charges are applied.

• How does the carrier’s basic insurance work?

  All Ship To Cycle shipments are covered by the basic terms and conditions of the courier involved. However, these do not cover the actual value of the bicycle. In the event of damage, theft, or loss, the customer is only entitled to a minimum refund based on the actual weight of the shipment (approximately €6.00 per kg).

  Upon request, Ship To Cycle can provide dedicated insurance coverage designed to fully protect the real value of the bicycle or other shipped items.

• What should I do in case of loss or damage to the shipment?

  In case of loss or damage, the customer must promptly report the issue to Ship To Cycle customer care.

  Following the report, Ship To Cycle will open an investigation with the courier. Once the investigation is complete and the loss or damage is confirmed, a claim will be filed for the refund request.

  Our Customer Care team will keep the client updated on the progress and final outcome.

  For further details, please refer to our Terms & Conditions.