Frequently Asked Questions

General

• Q: What types of bicycles does BikeFlights.com ship?

  A: BikeFlights.com ships everything from road, mountain, triathlon, touring, tandem, track, cyclocross, freeride, downhill, BMX, cruiser, commuter, single speed, 29er, 26er, 69er, 650B, recumbent, and electric assist bikes. We also ship fat bikes, trikes, handcycles, and unicycles.

• Q: Which carrier does BikeFlights.com use to ship?

  A: BikeFlights.com uses FedEx, UPS, and DHL to ship bicycles for all of our domestic and international shipments. You have the option of utilizing Ground, Express, or Freight services. Our partners offer the best shipping, tracking, and delivery services worldwide for bicycles.

• Q: Does BikeFlights.com ship internationally?

  A: Yes. For a complete list of countries that we ship to, please see our free online bicycle shipping rate tool.

• Q: Does BikeFlights.com offer door to door service?

  A: Yes, simply check the “pickup box” option on the shipping details page during checkout and we will have your bicycle picked up at your door.

• Q: Is it safe to ship by bicycle in a cardboard box?

  A: Yes, it’s how major manufacturers send their bikes to shops around the world. As long as you’re mindful of sufficient packing methods, your bicycle will be safe. Keep in mind that a cardboard box does not stand up well to repeat use and moisture. And depending on your bicycle type, finding a proper cardboard box at your local bike shop can be a challenge.

• Q: Does BikeFlights.com ship bicycle travel cases?

  A: Yes, in fact, our free online bicycle shipping rate tool features a large list of the most popular travel cases and their shipping dimensions so you can quickly get an idea of how much it will cost to ship that case.

• Q: Does BikeFlights.com ship bicycle bags or soft cases?

  A: Yes, we ship both bicycle bags and soft cases. As it is often difficult for a label to stick on such a package, we suggest affixing a luggage tag to the bag or case with a zip tie.

• Q: How much does it cost to make changes to shipments?

  A: It’s free. BikeFlights.com will freely change to your order and send you updated shipping documents prior to shipping. Once you ship, changes are not possible. We can however attempt to reroute for an additional charge. Please note that rerouting will likely delay delivery at least 1-2 business days.

• Q: Does BikeFlights.com offer group discounts?

  A: At BikeFlights.com, we always guarantee the best rates and on-time delivery as well as provide the best customer support from our representatives, who are also all cyclists (Read more about our Best Way Guarantee: https://www.bikeflights.com/guarantee). Should you ever find lower rates, let us know, and we'll match it.

  Here are two money-saving bike shipping tips for groups:

  1. If you ship multiple bikes on the same order, going to and from the same place, you will automatically save up to as much as 5%. Our rates are set up that way to reward small groups booking their travel together. Savings are not guaranteed and vary based on destination and case size.
  2. We recommend staying tuned to our newsletter and social media. We sometimes send out coupons for additional discounts off our already great rates. You can find us on Facebook and Twitter - search for BikeFlights.com in either platform, or sign up for our newsletter via https://www.facebook.com/bikeflights/app_100265896690345.

  Finally, if any of your group members are also members of USA Cycling or IMBA, you can contact them about their respective Membership Benefits Programs, through which we offer all USAC and IMBA members a discount.

• Q: Who do I contact if I need help?

  A: Email us at support@bikeflights.com or call 541-705-2453 if you need help with changes to your order, tracking a package, status on a pickup, or any general support.

• Q: What if I have to cancel my shipment?

  A: We know that bike trips get canceled or sales fall through, so we offer full refunds on all shipments up to 60 days after the purchase date. To request a refund, contact support. Refunds may take up to 7-10 days to post to your account. Please do not file a chargeback with your credit card company as that will slow your refund and needlessly raise shipping costs due to fees.

Packing

• Q. Will the driver bring a box and packing materials?

  A. No. Your bike has to be packed and ready to ship when the driver comes. You can hire a local bike shop to pack it or you can pack it yourself following our instructions. We do sell cases and tools in our store to help you pack that we can ship to you ahead of time.

• Q: Is it safe to pack by bicycle in a cardboard bike box?

  A: Yes, manufacturers pack their bikes in new corrugated cardboard boxes and specialized bicycle packaging to ship to shops every day. Please keep in mind that manufacturer's corrugated boxes and specialized bike protective packaging does not stand up well to repeat use. If you are looking to protect your bike for multiple trips, you should strongly consider buying bike travel case.

• Q: What kind of tape should I use to seal a cardboard bike box?

  A: Use clear packing tape to seal your box for shipping. Three-inch tape is recommended. Be sure to tape all seams, including the bottom, so the edges are less likely to snag during transit. Don’t use duct tape; it sticks to conveyor belts, and it does not stay adhered well to boxes in cold temperatures.

Labels

• Q: What phone number should I enter on the shipping label?

  A: Enter the phone numbers associated with the “ship from” and “ship to” addresses in case the courier needs to call someone at either of those locations. If you are shipping from a carrier location, enter the phone number of the person whose name is printed on the label and will be handling the drop-off and pickup.

• Q: Where is my shipping label?

  A: While BikeFlights.com allows you to book shipments as far in advance as you would like, carriers only allow labels to be generated 10 days prior to the ship date. Orders placed within the 10 day window will immediately receive labels after purchase.

  If you are still waiting on a label within the 10 day period, verify your email address, make sure you have not exceeded your email storage limit, and check your spam folders. Contact us at support@bikeflights.com or at 541-705-2453 if the labels have yet to appear.

• Q: When will I receive my return label?

  A: Your return label is automatically sent to you once your return ship date falls inside the 10 day advance label window. It will be sent to email address provided in your initial order.

• Q: How do I get my shipping labels?

  A: BikeFlights.com will email your shipping labels to the email address provided in your initial order. The labels arrive to your inbox as PDF attachments which are easy to open and print using Adobe Reader.

• Q: How do should I attach my label to my case?

  A: First, remove or black out any old address labels on your box or case. Much of the shipping system is computerized, so it’s important to prevent a scanner from accidentally reading an old, incorrect label and mis-routing your package.

  When you attach your label, make sure all the information printed on it - text and scan codes - is clearly visible and not obscured by tape or any other part of your box or case.

  Then follow the instructions below for either a cardboard box or a case

  For a cardboard box:

  • Wipe dirt, dust and oils off your box in the area where you will affix your label. Use a towel or rag to clean the surface so your label and tape will stick better.
  • Place your label on the box’s largest surface. While no one can ensure compliance with markings such as “Up” arrows on “This End Up,” properly placing the shipping label increases your chance for the preferred orientation.
  • Apply your label so it is facing the same direction and in the same orientation as any packing slips also affixed to your box.
  • Use clear packing tape to secure your label to your box. Don’t use duct tape; it sticks to conveyor belts, and it does not stay adhered well to boxes in cold temperatures.
  • Rub your label and any tape holding it onto your box. Don’t just set your label on your box, press it into place to ensure that it’s going to stick.
  • Avoid wrapping your label around the corner or directly on the edge or seam of your box. A label is more likely to fall off if not applied to a flat surface.

  For a bike travel case:

  • Use a standard large luggage tag to hold the label and attach it to a handle of your plastic hard case or soft-sided case. Secure it in place around the handle with a zip tie.
  • If you don’t already have a luggage tag and/or securing zip tie, pick them up for free at any FedEx shipping location.

• Q: Should I place an extra copy of the label inside my case?

  A: Yes. Always place a copy of your delivery information inside your bike box or case. Include an address and phone number for the recipient and the shipper - the easiest way to do so is to put a second copy of your shipping label inside. If your label does come off the outside, a shipping service employee can open your box, find the necessary information and more quickly get your bike back en route. Be sure that the label you include inside the case for the relevant stage of your journey.

Shipping

• Q: What can I do if I miss a delivery attempt?

  A: If you missed delivery of your bicycle, the courier will leave a slip of paper with instructions and a contact information to reschedule the delivery. Generally, redelivery occurs the next day. If you need your bicycle beforehand, please call us at 541-705-2453 and we might be able to reroute the package to a pickup location.

• Q: Do I need to be home for a pickup?

  A: If you are comfortable leaving your bike unattended outside, you do not need to be present for the pickup. Leave your package by the front door or provide instructions to your courier ahead of time for a package waiting out of plain sight. Couriers will not open garage doors or enter your residence. The package must be accessible from outside your home.

• Q: Can I drop off my package on a different day than the printed ship dates?

  A: Absolutely! Once you receive your label, you can download, print, and drop off your package on any day. But please note that your delivery date might change based on the day in which you dropped off the package. And please remember to get a receipt when you drop off your package.

• Q: How do I ship to and from a bicycle shop?

  A: When shipping to a shop, enter your first and last name, followed by the name of the bicycle shop in the “company name” field as well as the bicycle shop’s address and phone number. When shipping from a shop, select “Bike Shop” from the “Address Type” menu and enter the name of the bicycle shop as the “company name.” Also select the “Pickup Box” option so that the courier knows to enter the shop for your package.

• Q: How do I ship to and from a hotel?

  A: When placing your order, select “Hotel” from the “Address Type” menu and enter the hotel’s information along with your name. Due to increased security measures, many hotels will refuse delivery if your name is not on the hotel’s registry. If the room is not in your name, be sure to call ahead and add your name to the reservation so that the hotel will accept delivery of your bicycle.

  For return shipments, selecting the pickup option will inform the courier to check with the concierge for your package. Make sure that the hotel places the package in the designated pickup area.

  Please note that ground shipping orders must always be placed at least a day ahead of the actual pickup.

• Q: How do I ship to and from a FedEx Office?

  A: When placing your order, select “FedEx Office” from the “Address Type” menu and enter FedEx Office as the “company name.” You will not need to select a pickup as you are dropping off. “Pickup Box” option so that the courier knows to enter the shop for your package. Book your pickup at least a day ahead of time to ensure that the courier will receive the order on time.

International Shipping

• Q: Does BikeFlights.com ship to APO or FPO military addresses?

  A: BikeFlights.com's carriers do not deliver to APO and FPO because they are not physical addresses. To ship to a military base abroad, you will need a physical address for UPS/FedEx deliveries. Please see the USO website for information on shipping to military bases.

• Q: What information is needed to ship internationally for a sale?

  A: When shipping internationally for a sale, you will need to supply a copy of the sales receipt that indicates the value of the item (for example: an online auction receipt or bike shop invoice).

  A BikeFlights.com Support Team Member will email you a request for this information shortly after you book. Reply to that email and attach the required documents, and we will take it from there. Please note that the speed with which we receive this information will affect processing time.

• Q: What information is needed to ship internationally for travel?

  A: When shipping internationally for travel, you will need to supply the following:

  • A copy of your passport
  • A copy of your travel itinerary
  • A signed list of contents
  • A signed custom form (varies by country)
  • A copy of event registration (suggested for relief of duties)

  A BikeFlights.com Support Team Member will email you a request for this information shortly after you book. Reply to that email and attach the required documents, and we will take it from there. Please note that the speed with which we receive this information will affect processing time.

• Q: Are duties and taxes included in the shipping cost?

  A: No, international import duties, taxes, and charges are not included in the shipping cost shown online as they differ based on your purpose of shipment. If you would like to prepay the estimated duties and taxes with your credit card to help speed clearance, we can facilitate as part of getting your paperwork ready. If you do not prepay the estimated amount, all charges are due the recipient upon delivery.

Declared Value Program

• Q: What is the Declared Value Program?

  A: The Declared Value Program is a supplemental program that offers limited protection for the properly packed contents of your box or case. This is not insurance - BikeFlights.com is not an insurer. This is an optional service that we provide in conjunction with our bicycle shipping services.

  The Declared Value Program covers the lesser of either the repair or replacement cost of properly packed goods should damage or loss occur due to external causes while in transit and in care, custody or control of carriers. Per its claims process, BikeFlights.com reserves the right to determine on a case-by-case basis whether claimed damage is repairable or requires replacement.

• Q: Why purchase declared value protection?

  A: You can and should take precautions to protect your bike during shipping, but you can't, with 100% certainty, prevent damage to your bike or loss during shipping. Therefore, we suggest that you make sure that you are protected by purchasing sufficient declared value protection to cover your bike if it is damaged or lost.

• Q: What is not covered by the Declared Value Program?

  A: Our Declared Value Program covers packages shipped with BikeFlights.com only while in the possession of the carrier. IT DOES NOT COVER PACKAGES THAT HAVE GONE MISSING OR ARE STOLEN AFTER DELIVERY.

  The Declared Value Program is for damage or loss as a result of EXTERNAL causes during the shipping process. Damage due to internal causes such as insufficient packaging is not covered. Bike shipping customers are held to the same criteria as bike manufacturers, who must make sure that any contents within any package are protected from themselves.

  Here are few examples of insufficient packaging:

  • Bare bicycle frame.
  • A loose wheel that is free to move and contact the bicycle frame and components.
  • Bicycle wheel axles without covers / protective end caps.
  • A rear derailleur that is free to contact the side of container.
  • Loose, unsecured parts or tools free to move around within the container.
  • Unsupported fork or frame dropouts that may contact the container or be compressed.

• Q: Is my bicycle case covered in the declared value program?

  A: No. Containers are intended to protect their contents and are therefore not covered by declared value. Coverage extends solely to contents. However, BikeFlights.com can still help you with repair and replacement from your case manufacturer by contacting them on your behalf. Please send case information, tracking numbers and photos of damage to claims@bikeflights.com.

• Q: What are normal shipping conditions?

  A: Under normal shipping conditions, your bike will be subject to vibration, changes in orientation, contact with other packages and possible drops from waist height.

Claims

• Q: What do I do if my bike is damaged or lost during shipping?

  A: To begin the claims process with BikeFlights.com, please email claims@bikeflights.com or call 541-705-2453 immediately. Have your order number and tracking number handy. For damaged bicycles, please send photos of the damage along with a description and repair estimate within 72 hours of the package’s scheduled delivery.

  A proof of the declared value must be provided with all claims. This proof may come in the form of an invoice, sales receipt, appraisal, or value of a “like” item that can be readily verified by a BikeFlights.com support team member.

  BikeFlights.com reviews your submitted claim and supporting materials to determine if damaged item is repairable or replaceable and files a claim accordingly with our insurance provider. If your claim is honored, BikeFlights.com will pay your claim within 7-10 days.

  Claims involving loss, such as when a bike goes missing, may take longer to process due to rules governing when BikeFlights.com can officially file such claims with its insurance carrier on your behalf. As fellow cyclists, BikeFlights.com understands the stress associated with a lost or missing bicycle and we will work with you to remedy the situation as fast as possible.

• Q: Why might a claim not be honored?

  A: Claims may be not honored for a number of reasons, most commonly related to insufficient bicycle packaging. Please consult our packing guide to ensure that your bicycle is adequately prepared to ship.

  Claims may also be not honored if the damage is due to normal wear and tear during shipping. While BikeFlights.com encourages you to re-use packaging material, used materials may not function as well. Corrugated cardboard bike boxes used by manufacturers and included packing materials are often intended only for single use so take care to get the least used materials available and/or invest in a specialized bike packing case that offers better external as well as internal protections for your bicycle.

  Normal shipping wear and tear due to insufficient packaging may include:

  • Chips, scratches, dings, holes in your bike's frame (specifically the down tube and seat tube) from an unprotected, unsecured wheel or other component rubbing, bumping, brushing against it during transit.
  • Bent or broken rear derailleur or dropout from not removing your rear derailleur or from not shifting it inward to the largest cog and shielding it from contacting the side of the box with a derailleur protector during transit.
  • Bent or broken fork dropouts from not securely installing an axle protector or spare hub.
  • Damaged pointy components such as skewers, axles and fork ends that were not capped and subsequently poked or tore through your cardboard box.
  • Lost or missing components and accessories such as bolts, stem caps, seat clamps, computers, pedals, etc. that were not secured inside the box so not to fall out through a hand hold.

  Fraudulent claims will be denied. The submission of a false, fictitious or fraudulent statement may result in imprisonment of up to five years and a fine of up to $10,000.00 (18 USC 1001). In addition, a civil penalty of up to $5,000.00, and an assessment of twice the amount falsely claimed may be imposed (31 USC 3802).

  Customers that file more than one claim may experience a delay in payment due to an increase in investigative time.

Glossary

• Country

  From Country: The country from which you are shipping your package.

  To Country: The country to which you are shipping your package.

• Round Trip

  A trip from one place to another and back, using the same start and end points.

• One Way

  A trip from one place to another.

  You can book two one ways to create a "round trip" when planning a point to point trip.

• Postal Code
  
  

  The postal code for the City in the Country shipping from or to your package.

  Enter "99999" for countries and locations that do not use postal codes.

  List of postal code formats.

  
  
• Return Ship Date

  The return ship date is the date you will drop off your bike at a nearby FedEx location or we will pick up your bike for your return trip. When set the return ship date, we return the available shipping speeds to your destination along with the delivery dates and rates for each. As needed you can also adjust return date until your delivery date when you want.

  Please note your label is still valid for several days after your ship date.

• Number of Boxes and Cases

  The total number of boxes and cases that are selected when creating a shipment.

• No. (for Box or Case)
  
  

  The number assigned to each box and case in the order.

  
  
• Type or Model

  A list of the most popular bike shipping boxes and bicycle travel cases with preset dimensions.

  If you not see your exact box or case, you can enter dimensions or edit the dimensions of the nearest preset.

• Dimensions

  L - The length or the longest side.

  H - The height or the second longest side.

  W - The width or remain side.

  Within the US, the max size for Ground and Express is 165 in (L +2H + 2W) with Freight service usually available for larger boxes and cases. Internationally, the max size for Ground and Express is 130 in (L +2H + 2W) but Freight service is NOT always available.

• Value
  
  

  When creating an order online, you can to enter the value of your shipping contents. This amount sets the maximum Liability Coverage coverage for your bike. The value is also declared for Customs when shipping internationally. A shipment with a value of $500 or higher require a direct signature for delivery.

  
  
• Pickup
  
  

  A Pickup is the day you wish to have your package(s) scheduled to be picked up by the package handler.

  The pick up window is:

  
  

  • Ground: Monday through Friday, 10am until 6pm
  • Express: Monday through Saturday, 10am until 6pm

  
  

  Please select this service option to Pickup your bike from a bike shop, hotel, business or residence. You do not have to be present for a Pickup at these locations, even for residence (as long as the package is available and you are comfortable leaving the package unattended). Pickups cannot be scheduled at a certain time since every route is different.

  
  

  Take note that Ground packages cannot be picked up the same day you book your shipment.