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 benefit from the Ship To Cycle B2B service?

  We collaborate with operators in the cycling and sports sector: physical shops, e-commerce, buying and selling platforms (new or used), emerging brands, tour operators, bike rental companies, event organisers and professional teams. Unlike simple price comparison sites or label retailers, Ship To Cycle acts as an integrated logistics partner, offering customised contractual and operational solutions for each business model.

• What items can be shipped with Ship To Cycle?

  The service was created for shipping bicycles, but we can also handle related sports equipment, spare parts and technical components, subject to size and weight limits.

  We do not handle shipments of dangerous goods. For special requirements or to assess the feasibility of a shipment, please contact us. The Ship To Cycle team can provide you with all the necessary information and a personalized quote.

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

  • Dedicated rates and customised contracts based on volumes.
  • Multiple and flexible pickups, even from different addresses.
  • Customer care and dedicated operational contact person.
  • Integration with e-commerce or marketplace platforms, via API, file exchange or shared operational flows, to automate orders, shipment management, tracking and reporting.

• Is there a minimum shipping volume?

  No. Each collaboration is evaluated individually. One of STC’s main strengths is its flexibility, which allows us to avoid setting minimum or maximum shipment volumes. It is possible to start with a pilot project and gradually expand volumes based on the partner’s needs and business development.

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

  Ship To Cycle offers a complete door-to-door service: collection from the specified address and direct delivery to the recipient.

  There is also the option of delivery to a drop-off point (agreed collection point) to ensure greater flexibility for the recipient.

• Is it possible to schedule recurring collections?

  Yes, it is possible to arrange scheduled and recurring collections based on the operational needs of the partner.

• Who is responsible for packing the bicycle?

  The sender is responsible for packing. It is essential to prepare the bike correctly to ensure its safety during transport. Ship To Cycle supports the customer by providing clear and comprehensive guidelines to ensure the safety of the shipment.

• What happens if the packaging is not compliant?

  Non-compliant packaging can cause damage to the goods, delays in shipment and the application of surcharges by the courier. For this reason, it is recommended not to proceed with the shipment if the packaging does not comply with the guidelines provided by Ship To Cycle. In such cases, Ship To Cycle cannot be held responsible for any damage, delays or additional costs charged by the carrier.

• What are the size limits for bike boxes?

  For international shipments, the maximum circumference must not exceed 390 cm, calculated as: Length + (2 × Height) + (2 × Width).It is important to pack the bicycle correctly to avoid oversize surcharges due to: 

  • bloating (pedals not removed),
  • incorrect closures (saddle not removed),
  • deformed or poorly closed box.

   

• Can electric bicycles (e-bikes) be shipped?

  Yes, Ship To Cycle offers e-bike shipping services to most European countries via land transport. Coverage may vary depending on the country of origin/destination and current regulations on battery transport. Contact us at info@shiptocycle.com for a detailed check and a tailor-made solution.

• Does Ship To Cycle handle returns?

  Yes, Ship To Cycle also handles returns and return shipments. The service is structured according to the partner’s operational flow (B2B, B2C, marketplace, events) and can include dedicated solutions for returning goods to warehouses, shops or other agreed addresses.

• Who manages the operational side of shipments?

  We manage every shipment operationally through our dedicated back office, coordinating couriers, monitoring deliveries and proactively intervening in the event of unforeseen circumstances. Our service is designed for those seeking reliability, control and operational continuity: a single point of contact, zero complexity.

• Does Ship To Cycle guarantee delivery times?

  The delivery times communicated by Ship To Cycle are expressed in working days and are indicative. These times correspond to those provided by the courier used for the specific shipment and may vary depending on the service selected, the geographical area, operating conditions and weather conditions or other factors beyond the courier’s control. Ship To Cycle actively monitors shipments and provides constant updates until final delivery.

• How are delays handled?

  In the event of delays, the Ship To Cycle back office monitors the shipment, contacts the courier and handles communication with the customer. We handle the entire follow-up process internally until actual delivery.

• What happens in the event of a failed collection?

  In the event of a failed collection, Ship To Cycle intercepts the anomaly through operational monitoring and intervenes directly with the courier to manage the rebooking. The customer is promptly informed of the incident and the corrective actions taken, without having to open reports or contact the courier. If the failed collection is due to incomplete or incorrect collection information, Ship To Cycle will contact the customer to verify the details and arrange a new collection attempt.

• What happens if the delivery fails?

  If the delivery fails, the courier will usually make another attempt on the next working day; there may be a total of 2 or 3 attempts, depending on the courier used and the country of destination. In some cases, the carrier will leave a notice allowing the absent recipient to arrange a new delivery attempt directly with the courier. Ship To Cycle constantly monitors the shipment and intervenes in coordination with the customer and the carrier to ensure successful delivery. Once the maximum number of attempts has been exceeded, the shipment may be stored at a courier warehouse pending new instructions or returned to the sender according to the courier’s procedures. Ship To Cycle manages and monitors operations during these stages as well.

• Is mandatory signature on delivery a service you offer?

  Yes, it is a service we offer, included in the price. It guarantees greater security, traceability and the certainty that the goods will be delivered to the intended person.

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

  Yes. We also handle shipments to non-EU countries, taking care of the necessary documentation and customs formalities. Duties, taxes and customs charges are payable by the recipient/end customer, unless otherwise agreed in the contract when the service is activated.

• What do B2B Ship To Cycle rates include?

  Y

  The rates include:

  • Dedicated customer care;
  • Full tracking until delivery;
  • Management of any investigations or claims;
  • Booking collections and creating shipments;
  • Fuel surcharge;
  • Surcharges for remote/extended areas;
  • Up to 3 delivery attempts;
  • Rebooking service;
  • Mandatory signature upon delivery.

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

  Yes, from around mid-September to around mid-January, a temporary surcharge may be applied to certain categories of large shipments (such as bicycles). The 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 size or weight limits set by the carrier. These are additional costs that are charged for packages considered oversized or non-standard. In particular, these surcharges may be applied when the package is:

  • Too large, i.e. it exceeds a certain maximum length or the sum of its dimensions (circumference: 2×width + 2×height + length).
  • Too heavy compared to the standard limits of the service.
  • Irregular in shape or difficult to handle, such as tubes, loose wheels or very long items that cannot be handled in automatic sorting systems.

  These items require additional space, extra labour or manual handling, generating additional costs for the courier. In the event of oversized items, Ship To Cycle is required to pass on the cost to the customer if charged by the courier.

• How can I dispute an “oversized” charge?

  You can only open a dispute by providing:

  • Photos with a tape measure showing the actual length, height and width;
  • Photos of the box closed and correctly packaged.

  If the dispute is accepted, Ship To Cycle receives a credit note from the courier and refunds the customer.

• Are there any other surcharges?

  • Remote area surcharges;
  • High peak season surcharge.

  All surcharges are communicated transparently before being charged.

  
  
  

• How does the courier's carrier insurance work?

  All Ship To Cycle shipments are covered by the basic terms and conditions of transport of the courier involved. However, these do not cover the actual value of the bicycle. Therefore, in the event of damage, theft or loss, the customer will only be 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 coverage designed to adequately protect the actual value of the bicycle or other items shipped.

• What should I do if my shipment is lost or damaged?

  In the event of loss or damage, the customer must promptly report the problem to Ship To Cycle customer care at info@shiptocycle.com, indicating what has happened. Following the report, Ship To Cycle will open an investigation with the courier. Once the checks have been completed and the loss or damage confirmed, a claim for reimbursement will be initiated.

  Ship To Cycle Customer Care will keep the customer constantly updated on developments and the outcome of the procedure.

• Is it possible to modify or cancel a shipment after booking?

  Yes, a shipment can be modified or cancelled even after booking, depending on its operational status. The methods and timing of modification or cancellation may vary depending on the carrier involved and operational conditions. To proceed, simply contact Ship To Cycle Customer Service.