FAQs

General

• Who should I call if I need help?

  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.

• What types of bicycles does BikeFlights.com ship?

  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.

• Do you ship e-bikes?

  Yes, BikeFlights.com ships Class 1 and Class 3 e-bikes.

  If you remove and do not include the battery in your shipment, you can ship your e-bike like a standard bicycle.

  If you plan to ship your e-bike with your battery included, please review our electric bicycle shipping page, or reach out to our Support Team.

  More local bike shops are now offering e-bike packing, shipping and assembly services and e-bike batteries for rent. Visit our Shop Finder to search for e-bike friendly shops - look for the lightning bolt icon.

• Which carrier does BikeFlights.com use to ship?

  BikeFlights.com uses the most trusted carriers (such as UPS and FedEx) to move 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.

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

  Yes, provided that you properly pack your bike. For detailed instructions on how to 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.

• Do I have to use a BikeFlights.com box?

  No, you can ship a bike with BikeFlights.com in any bike box or hard or soft bike case just like you would use if you were going to take your bike with you on the plane.

• What if I would like to ship my bike in a BikeFlights.com box?

  We offer sturdy cardboard and corrugated plastic bicycle shipping boxes for sale in our BikeFlights.com store. Order them online, and we’ll ship the box directly to your location. Both versions of our box come with bungees to help safely suspend and secure your bike within the box as well as with a variety of fork and dropout spacers to protect your frame and fork. Please note that you will have to supply foam tubing and other foam padding to properly pack your bike. We suggest getting such materials at your local hardware store. Our boxes currently ground ship from Oregon, so please allow plenty of time for your box to get to you ahead of your next trip. And finally, prior to ordering, be sure to measure your bike to make sure that it will fit in our box; our box is NOT large enough to fit some bigger bikes like some enduro and downhill mountain bikes, fat bikes and tandems.

• Can I use my own bike case or box to ship with BikeFlights.com?

  Yes. And we make it easy for you to do so by populating many common cases into our drop down menu of cases on our ship form. Simply select your case, and we’ll automatically input its correct dimensions so you don’t have to measure it. If you would like to use a case that is not on our list or use your own cardboard box, you can still ship your bike in it - simply enter its exact dimensions.

• What if I don’t have a bike shipping box and I don’t want to buy one?

  We suggest contacting your local bike shop and asking them to save a box and all packing material for a similar type and size of bike to yours. Many shops will do so for free or for a small fee. It’s best to reach out to your local shop well before your trip; most shops don’t build bikes every day nor do they have space to hold onto many spare boxes, so you’ll want to give them enough advanced notice to set one aside for you as they get one in. While reusing a box is the best form of recycling, you should only reuse very gently worn boxes such as those that have had just one shipment in them to get a new bike to a shop. Always inspect your box to ensure that it hasn’t sustained any damage prior to using it to ship your bike.

• I’m thinking about buying a bike travel case. Which one should I get?

  B&W, Dakine, Pika, Trial 3 and Serfas are among the manufacturers of our favorite cases. Some of these are available for purchase in our BikeFlights.com store where you can see our current selection of cases for sale.

• Does BikeFlights.com offer pickup service?

  Yes, we offer pickup service at your home, work, hotel, local bike shop or any physical address on weekdays, excluding holidays. You may request a pickup for each stage of your order when booking. We will work with the carrier to have your bicycle picked up from that location. Normal pickup times are in the afternoon, typically between 2:30 and 4:30 pm local time. If you have special instructions or needs, please contact our Support Team (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.

• What phone number should I enter when ordering?

  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 or to a partner 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.

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

  We offer full refunds, minus payment processing fees, for canceled shipments up to 60 days after the purchase date. There is no cost to make other changes to your shipment before shipping, and we will send updated shipping documents as applicable. However, if you specify a re-route or address change after shipping begins, you will be charged a $17 fee. Please contact BikeFlights.com Support to make any changes. Note: Reroutes and changes may delay delivery by 1-3 business days.

• What if I have to cancel my shipment?

  Contact BikeFlights.com Support for a refund, 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 post to your account. Please do not file a chargeback with your credit card company as that will slow down the refund process.

• Does BikeFlights.com offer insurance?

  BikeFlights.com does not offer insurance, but our Premium Protection program provides similar protection against damage or loss for the contents of your case or box.

• What is Premium Protection?

  Premium Protection is optional coverage for the properly packed contents of your box or case. The value you select is the maximum amount to be paid in the event of accidental loss or damage to your shipment while it is in the possession of our partner carrier. BikeFlights.com will NOT pay claims exceeding the purchased amount of Premium Protection or the market value of a shipment’s contents.

  You have the option to purchase Premium Protection up to $15,000 during the booking process. For more information, please read our Shipping Policy.

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

  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 documenting how you packed your bike and the damage is sustained 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.

• Does BikeFlights.com offer group discounts?

  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.

Packing

• Does BikeFlights.com pack my bike for me?

  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.

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

  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.

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

  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

• How and when do I get my shipping labels?

  You will get your shipping labels by email and via your account within few minutes of placing your order for a domestic shipment, assuming you are within 30 days of your chosen ship date. In the unlikely case that you don’t get your labels with a few minutes, please check your spam folder to make sure they weren’t mistakenly filtered there.

  For international shipments occurring within 30 days, you will get your labels within three business days after we receive the additional information required to prepare your customs paperwork. We will reach out to you after you've placed your order to collect this information.

  If your domestic or international shipment will happen more than 30 days in the future, you will get your labels once you are within 30 days of your ship date.

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

• How do I attach my shipping label?

  Print your label bundle and fold each label 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.

  Then place the other copy of the label on the outside of your box or case as described below:

  • If shipping in a cardboard box, clean the surface of your box and attach your label using a self-adhesive pouch or packing tape.
  • If shipping in a bike travel case, attach your label using a shipping tie tag and zip tie.

  Note: Remove or completely cover all other tracking labels, addresses and bar codes on the outside your box or case.

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

  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

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

  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.

• Do I need to be home for a pickup?

  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.

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

  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.

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

  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.

• How do I ship to and from a hotel?

  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.

• How do I ship to and from a UPS Store?

  For each “ship to” or “ship from” location, start typing “UPS” and the city name, and select one of the suggestions that appears. When completing your order, be sure to enter your first and last names and your phone number so we can contact you upon your shipment’s arrival. Note: When shipping from a UPS Store, you do not need to select a pickup because the pickup will happen from that location automatically. When shipping to a UPS Store, you will need to present an ID when picking up your package. Please be aware that some partner carrier locations may not offer hold at location services and/or may charge additional fees for such services; we suggest you contact each partner carrier location prior to shipping there.

International Shipping

• Does BikeFlights.com ship internationally?

  Yes, BikeFlights.com ships internationally to/from the United States and within/between select other countries. Our Support Team works with you to prepare the necessary documents to improve the likelihood that your international shipment will clear customs without delay. Please note that international 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.

• Are duties and taxes included in the shipping rates?

  Duties, taxes and customs clearance fees are included in BikeFlights.com’s shipping rates unless otherwise stated, in which case you should contact our Support Team prior to booking to get the total landed cost for your planned shipment. For more information, please read our International Bicycle Shipping Guide.

• How far in advance should I book my international shipment?

  We recommend placing your order as early as possible, but no later than 3-5 business days prior to your planned shipping date.

• What information will I have to provide for an international shipment that is for vacation or event travel, moving or relocation?

  You must provide a copy of your passport; flight itinerary; event or tour confirmation and itinerary; and in-country phone number. If you are doing a self-guided vacation or tour, a written statement summarizing your expected locations and dates will be required.

• What information will I have to provide for an international shipment that is for a sale?
  You must provide a copy of the sales invoice. If one is not available, you may provide a snapshot documenting the value of the transaction on E-bay (or other online buy/sell platform) and/or a written statement documenting the fair market value of your shipment’s contents.
• What information will I have to provide for an international shipment that is for a gift?

  Gifts are subject to duties, taxes and clearance fees. You must provide a written statement documenting the fair market value of your shipment’s contents.

• What information will I have to provide for an international shipment that is for warranty or repair?

  Shipments for warranty or repair are subject to duties, taxes and clearance fees. You must provide the Return Authorization (RA) order and documentation of the value of the item(s) to be repaired.

• Will I need to do anything after my international shipment is in progress?

  Customs may require additional documentation and/or direct contact with the recipient in order for an international shipment to be released for delivery.

• How long will it take for my shipment to clear customs?

  We include the average expected time for a shipment to clear customs in the ship-on or delivery-by dates that you get when you search for rates and book your international shipment. However, these dates are only estimates; your shipment could arrive earlier or later, depending on country and various other factors.

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".

• 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 that you will drop off your bike at a nearby partner carrier location or that 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 is when you want.

  Please note your label is still valid for a period of time 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 remaining side.

  Within the U.S., 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). Freight service is NOT always available.

• Value

  When creating an order online, enter the value of your shipping contents. This amount sets the maximum Premium Protection coverage amount for your bike. The value is also declared for Customs when shipping internationally. A shipment with a value of $500 or higher requires a signature for delivery.

• Pickup
  
  

  A pickup is the day you wish to have your package(s) scheduled to be picked up by our partner carrier

  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.