FAQs

General

• Q: Who should I call if I need help?

  A: Call BikeFlights.com Support (not the carrier) as the carrier’s general customer service department will not have access to orders in our system. We will contact the carrier on your behalf to get a solution. We are cyclists serving cyclists and offer full service to coordinate all your pickups, reroutes and claims.

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

  A: BikeFlights.com ships BMX, city, cruiser, cyclocross, fat, kids, mountain, recumbent, road, tandem, touring, track, commuter and triathlon bikes. We also ship trikes, handcycles and unicycles.

• Q: Do you ship e-bikes?

  A: Yes, BikeFlights.com ships e-bikes.

  If you remove and do not include the battery in your shipment, you can ship your e-bike like a standard bicycle. Our staff is available to discuss ways to accommodate this and give suggestions for alternative shipping methods of the separate batteries.

  If your battery is not removable, you can ship with BikeFlights.com only if you have been certified as an e-bike shipper. This is because the batteries are considered hazardous materials. We adhere to our partner carriers’ requirements for all e-bike shipments, including proper labeling and marking of the hazardous batteries. Requirements for e-bike shipments including batteries can vary with battery size, and BikeFlights.com's Support is available to answer questions regarding the shipping of any specific e-bike. Note: You cannot ship an e-bike with a battery to or from FedEx Office locations because they do not handle Hazmat shipments.

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

  A: BikeFlights.com uses the most trusted carriers (FedEx and UPS) to ship bicycles domestically and internationally. 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, BikeFlights.com ships internationally. Duties and taxes vary by destination country based on the value of your bike and the purpose of your shipment. For international shipments, we will walk you through a pre-clearance process to pay applicable duties and taxes ahead of time to improve the likelihood that your shipment will clear customs without delay. Please contact us in advance regarding any potential international shipments. Note: Our bicycle shipping is not available for all countries due to remoteness of location, dangerous conditions, economic sanctions or political instability. For more information, please read our International Bicycle Shipping Guide.

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

  A: Duties and taxes vary by destination country based on the value of your bike and the purpose of your shipment. For international shipments, we will walk you through a pre-clearance process to pay applicable duties and taxes ahead of time to improve the likelihood that your shipment will clear customs without delay. Please contact us in advance regarding any potential international shipments. For more information, please read our International Bicycle Shipping Guide.

• Q: Does BikeFlights.com offer pickup service?

  A: Yes, we offer pickup service at your home, work, hotel, local bike shop or any physical address on weekdays, excluding holidays. Select “Yes, please pickup at the above address” when specifying your shipping details, and we will work with the carrier to have your bicycle picked up from that location. If you have special instructions or needs, please contact BikeFlights.com Support (not the carrier) so we can coordinate. Note: The driver will expect your bike to be packed, labelled and ready for shipment at the time of the pickup.

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

  A: Yes. We have pre-populated a list of the most popular travel cases and their shipping dimensions, so that when you are booking, simply select your case from under the “What size box or case?” drop down menu. You can also enter custom dimensions for cases not listed.

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

  A: Yes, provided that you pack your bike to the same standards that manufacturers do when they ship new bikes. For detailed instructions on how to properly pack a bike, visit our How to Pack Your Bike page. Note: Keep in mind that a cardboard box does not stand up well to repeat use and moisture.

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

  A: There is no cost to make changes or cancel your shipment before shipping, and we will send any updated shipping documents as applicable. However, if you specify a re-route or address change after shipping begins, you will be charged a $15 fee. You can avoid this fee by instead having us redirect your package to a local FedEx location for pickup at your convenience. Please contact BikeFlights.com Support to make any changes. Note: Reroutes and changes may delay delivery by 1-2 business days.

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

  A: Contact BikeFlights.com Support for a full refund on your unused shipment up to 60 days after your purchase date. 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 down the refund process.

• Q: Does BikeFlights.com offer group discounts?

  A: Yes, we offer group discounts of 10% for 10 or more bikes booked on the same shipment with the same ship from and ship to addresses. To request a group discount, please Sign Up for a BikeFlights.com account if you don’t already have one, then contact BikeFlights.com Support before you order so we can activate your discount. Group discounts cannot be applied retroactively.

• Q: What is the Declared Value Program?

  A: Declared Value is the value of the contents of your shipment - it does not include the value of your case or box. For more information on BikeFlights.com’s Declared Value Program and how to participate, please read our Shipping Policy

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

  A: To begin the claims process with BikeFlights.com, please contact BikeFlights.com Support within one week of your shipment. Have your order number and tracking number handy. You will be asked to send photos of the damage along with a description and repair estimate. We aim to settle your claim quickly and get you back to riding as soon as possible. For details on our claims process, please read our Shipping Policy.

Packing

• Q. Does BikeFlights.com pack my bike for me?

  A. No, we do not pack your bike, but we can provide you with all the resources and materials so that you can properly pack your own bike or so that you can hire a professional to pack your bike for you. You can also order a bike box, case or other packing supplies from us. Note: All packing arrangements must be made and completed ahead of your ship date.

• Q: Are a box and packing materials included in the price of my bike’s shipment?

  A: No. You are responsible for providing your own box or case and packing materials. You may be able to acquire them from your local bike shop, or you can order them from BikeFlights.com’s online store.

• 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 when ordering?

  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: How and when do I get my shipping labels?

  A: Labels for shipments occurring within the next 10 days are available in less than three minutes after booking through your BikeFlights.com account. Simply login - if you aren’t already logged in - to view information about all your past, current and pending orders, including the ability to view and print your labels. We will also email your labels to you within a few minutes of booking. In the unlikely case you don’t get your labels with a few minutes, check your spam folder to make sure they weren’t mistakenly filed there.

  If you book your shipment more than 10 days ahead of time, we’ll both post your labels to your account and email them to you once you cross the 10-days-to-go mark.

  Note: If your return shipment occurs more than 10 days after your outbound shipment, the two labels may be sent separately. Each will come as soon as it is within the 10-day window.

  If you do not receive your labels as specified above, please contact BikeFlights.com Support so they can re-send them to you.

• Q: How do I attach my shipping label?

  A: Print three copies of your label and fold each horizontally so that the blank half is underneath the printed half and all of the label's information can be read and scanned. Place one copy of the label inside the box or case.

  • If shipping in a cardboard box, clean surfaces on opposite sides of your box and attach your labels using self-adhesive pouches or packing tape.
  • If shipping in a bike travel case, attach your labels using a shipping luggage tags and zip ties.

  
  Note: Remove or black out any other tracking labels on the outside your box or case.

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

  A: Yes. Always place a copy of your label inside your bike box or case. 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.

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 BikeFlights.com Support and we may 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. Your package must be accessible from outside your home because couriers will not open garage doors or enter your residence. We suggest that you leave your package by your front door. If you need to make any special arrangements regarding the specific location of your package for pickup, please contact BikeFlights.com Support.

• 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 may change based on the day on which you drop off the package. Note: We suggest you ask for a receipt when you drop off your package.

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

  A: When you specify a shop as your “ship to” or “ship from” location, enter your first and last names. Then enter the shop’s name for the “company name” plus use the shop’s shipping address and phone number. Note: When shipping from a shop, be sure to select “Yes, please pickup at the above address”, and we will work with the carrier to have your bicycle picked up from that location.

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

  A: When you specify a hotel as your “ship to” or “ship from” location, enter your first and last names. Then enter the hotel’s name for the “company name” plus use the hotel’s shipping address and phone number. Note: When shipping from a hotel, be sure to select “Yes, please pickup at the above address”, and we will work with the carrier to have your bicycle picked up from that location.

  Note: 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, contact your hotel ahead of time to add your name to the reservation so that the hotel will accept delivery of your bicycle. Please be aware that hotels may charge additional fees for receiving guests’ packages or serving as a pickup location.

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

  A: When you specify a FedEx Office as your “ship to” or “ship from” location, enter your first and last names. Then enter the FedEx Office name for the “company name” plus use the FedEx shipping address and phone number.

  Note: When shipping from a FedEx Office location, you do not need to select “Yes, please pickup at the above address” because pickup will happen from that location automatically. When shipping to a FedEx Office location, you will need to present an ID when picking up your package. Please be aware that some FedEx Office locations may not offer hold at location services or may charge additional fees for such services.

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.