Your peace of mind, guaranteed
Shipping a bike should feel safe. Every shipment with Premium Protection comes with full coverage - so you can ship with complete confidence.
Before you ship: Document your bike
We'll guide you through taking photos of your bike before packing. This is quick and essential - clear photos of the bike's condition protect you if anything happens during transit.
- Take photos before packing - We'll prompt you to photograph the bike from multiple angles, capturing any existing marks or wear
- Photograph the sealed box - Once packed, take photos of the sealed box from all sides
- Upload through your dashboard - Submit your photos directly in your shipment dashboard
When the bike arrives: 48-hour claim window
Always accept the delivery - even if the package looks damaged. Refusing delivery makes it much harder to process a claim.
You have 48 hours from delivery to inspect the bike and raise a claim if anything is wrong or broken. Only claims filed through your dashboard count - emails to support don't qualify.
How to file a claim
- Go to your shipment dashboard and select the affected order
- Submit a claim with clear, high-quality photos of any damage - especially the bike inside the box, which helps us determine if damage occurred during transport
- Provide details - the more information you give us, the faster we can resolve your case
What happens next?
- Step 1: Review - Our expert team of bike mechanics reviews your claim and assesses the damage
- Step 2: Investigation - We work with our logistics partners to determine what happened during transit
- Step 3: Resolution - We aim to find a fair solution within 5 business days. Complex cases may take up to 14 days
What's covered
- Shipments lost in transit - full reimbursement up to the declared value
- Damage during transport - repair costs or compensation based on the damage
- Missing components that were present at pickup
What's not covered
- Normal wear and tear (tires, chains, brake pads, bar tape)
- Pre-existing damage not documented before shipping
- Damage caused by inadequate packaging that didn't follow our guidelines
- Claims filed after the 48-hour window
Important conditions
- Do not use or ride the bike while a claim is active
- Do not carry out repairs before they are approved by our team
- Keep the original packaging for inspection if requested
- Respond to claim-related communications within 4 days