Search results for: using my own box

  1. I am travelling in a large group or with my team, what is the best way to book this?

    Please follow the "Large group/Team?" link at the bottom of our Get Quote generator on our homepage. This will provide you with a special form designed for large group bookings.

    Alternatively, for certain events, we will be providing drop off points across the country or we will collect your bike from your selected address providing a door to door service. We'll safely load your bikes fully assembled and transport them directly to the event location or your accommodation, ready for your arrival. For more information on events included in this service please visit www.sherprevents.com

  2. Can I order a box without a shipment?

    Yes, if you would like to purchase a bike box only please head over to www.sherprbikebox.com to view our current range of bike boxes.

    Unfortunately, we do not offer this option for our golf or snow-sport equipment boxes. These are provided as a part of bookings only.

  3. How much does it cost?

    Shipping costs vary depending on location, bag weight, and transit time. Detailed quotes can be obtained online by visiting our homepage and using our Get Quote feature

  4. I do not see the country I want my equipment to be collected from, what should I do?

    This is fine, if the country you want us to collect from is in the drop-down menu for delivery then we can collect from that destination too. Our website does not offer this option just yet but if you just start a conversation with our friendly team using our chat function on the site they will tell you the best way to book this.

    Alternatively, contact us on +4420239506616 or contact@sherpr.com

  5. My discount code is not working, what should I do?

    If you are having trouble with a discount code it might mean that this discount is no longer available. The best thing to do is contact us on +4420239506616 or contact@sherpr.com.

    If you are a RAPHA member and you are unable to redeem your member discount please contact us on +4420239506616 or rcc@sherpr.com

    If you would like to know more about SHERPR's partnership with RAPHA please see here

  6. How do I attach my shipment label?

    We recommend you enclose your label and any accompanying forms in a plastic wallet, this should then be attached to your item ensuring it is clearly visible. Please remove all other labels that may have previously been attached. 

  7. Can I use my own Ski/Snow bag?

    No, SHERPR does not accept ski or snowboard bags. This is due to labels falling off snowboard/ski bag material during transit.

    With every snowsport equipment order SHERPR will include a bespoke snowsport equipment box,  please ensure your items are within the dimensions before booking

    • 195 x 38 x16 | 20kgs

  8. Can I use my own bike box?

    Yes you can, when placing a booking please check the ‘I am using my own bike box’ tick-box under the ‘Items’ section. 

    There is an additional £35 charge per bike, each way to all bookings using their own bike box, this is to cover large package surcharges our couriers impose. Please note any bike box larger than 110 x 27 x 75 cm (30kg) may be subject to additional charges - please contact the team for a bespoke quote. Alternatively, you can purchase a SHERPR Bike Box which is designed to flow through the courier system easily, reducing delays and unexpected fees.

    SHERPR will not accept items over 155 x 35 x 85 please ensure your box does not exceed these dimensions. If you have any questions about using your own box please contact us on +44 (0)2039506616 or contact@sherpr.com

  9. How long will my shipment take?

    Transit times are based on business days (not weekends/public holidays). 

    Our Standard service transit times are as follows:

    • Mainland UK - 24 hours (48 hours during Christmas period)
    • Scottish Highlands - 2-3 days
    • Ireland - 2-3 days
    • Holland/Belgium/Luxembourg - 2-3 days
    • France/Germany - 2-3 days
    • Spain/Portugal/Austria/Italy/Denmark/Finland/Sweden - 4-5 days
    • Norway/Lichtenstein - 5-7 days
    • Hungary/Poland/Slovenia/Czech Republic/Latvia/Lithuania/Romania/Estonia/Bulgaria/Croatia/Greece/Slovak Republic - 6-10 days
    • United States Of America - 2-4 days
    • Australia - 3-5 days

    We aim to give buffers on either side of the shipment to ensure that all items are delivered on time.

    SHERPR cannot be held responsible for any unforeseen delays as these lie in the hands of our couriers. Delays which occur as a result of items being held in customs are also out of our control, please allow an additional 5-10 business days for items to pass through customs and an extra 1-2 business days for extended/remote areas and/or oversized items.

  10. How can I make a claim?

    While damage to packaging or its contents is rare, our support team is here to help when you need us. If your equipment has arrived damaged, please contact our support team immediately on contact@sherpr.com or call us on +44 (0) 2039506616.


    All claims must be filed within 14 days of your delivery date. 


    In the case of damage to all or part of a consignment, or loss of all or part of a consignment, please contact us with the following:


    • Images and a description of the damaged packaging and consignment 
    • A written quote clearly stating the cost of repair or replacement
      • Quote must be the lesser of the two

      • Replacements must be of the same standard/ quality as the damaged or lost component(s)

    Please note that all claims are raised with our insurers as the provider of the insurance cover. Claims can take upward of, and beyond, 28 working days. Any complaints and refunds will be handled by the customer service department. SHERPR cannot be held responsible for any loss or damage.

    Under any circumstance, please DO NOT do the following:

    • Discard of any of the original packaging/s
    • Remove the consignment and/or packaging from the original delivery address
    • Re-ship the box or contents to any other location
    • Complete the replacement or repairs

    Failure to do so will invalidate the claim. 


  11. Do you offer complimentary or add on insurance?

    Yes. SHEPRR offers transit liability provided by Various Underwriters at Lloyd’s of London via The Fiducia MGA Co. Ltd. Our insurance policy covers transit liability for lost or damaged items. Pricing for this cover starts at the followng:

    • £4.99 = £500 
    • £9.99 = £1000
    • £14.99 = £1500
    • £19.99 = £2000
    • £24.99 = £2500 
    • £29.99 = £3000
    • £34.99 = £3500
    • £39.99 = £4000
    • £44.99 = £4500
    • £49.99 = £5000

    Should there be any issues in transit, we will raise a claim with our insurer on your behalf, but SHERPR cannot be held responsible for any issues experienced.

    In the instance that you have not purchased transit liability, UPS offer complimentary cover of £60. 

  12. My box/bag is showing as ‘Delivered’ but I haven’t received it?

    This is likely to be the case where your bag has been received by someone at the destination. Please check with your establishment, hotel reception or concierge desk to see if this is the case. If your bag still cannot be located, please contact us as soon as possible on +44 (0) 2039506616 or send us an email at support@sherpr.com.

  13. What do I do if my box/bag was not delivered?

    Please contact us immediately so that we can investigate the situation and assist you. Contact us on support@sherpr.com or +44 (0) 2039506616.

  14. Can I change my delivery date, name, address or phone number?

    Yes, if informed before the pick-up day. Please refer to "Can I cancel or change my order?" for applicable fees. 

    If you have been contacted directly by our chosen courier and are presented with "Available Options" e.g Deliver to a neighbour, Leave in a safe place etc. please make the necessary amendments yourself. Our team will be notified of any changes you have made by our system. 

    If your item is already in transit, please contact us as soon as possible on support@sherpr.com or +44 (0) 2039506616. Please be aware once an item is in transit address changes may only be able to be made after the first delivery attempt and that this may cause a delay in the arrival of your item(s).

  15. My shipment has stopped moving. What has happened?

    Our courier’s operating days are Monday – Friday so, if your transit time falls over a weekend, your items will stay there and continue its journey from Monday morning. Alternatively, your item may have been pulled in by customs, in which case we will seek to resolve this as soon as possible. Please do not include any restricted items as this will interrupt your shipment. For our list of restricted items, or for information on what will happen, please see "What happens if I include some of these restricted items?"

  16. My shipment includes multiple items. Can I track them individually?

    Yes, each individual item has its own unique tracking reference. When you make a booking, you will receive an email confirmation with a tracking number. Simply enter this number into the ‘Track’ box on our Home Page to see the delivery status.

  17. Why is my box/bag in country X that isn’t the delivery country?

    Depending on where your equipment is going to, it'll often pass through neighbouring countries whilst in transit. The further the country is from the UK, the more countries the item is likely to pass through.

  18. My box/bag has been collected but isn’t tracking?

    An item’s location is only updated once it reaches certain points within its journey, as opposed to certain time intervals. Please wait and check again later.

  19. How do I track my shipment?

    When you make a booking, you will receive an email confirmation with an individual tracking number. Simply enter this number into the ‘Track’ box on our Home Page to see your delivery status. 

  20. Why was my equipment delivered early?

    The transit days stated by our couriers are often an accurate estimation and factor in the longest transit time. Therefore, occasionally, a journey may be faster than anticipated where, amongst a combination of other possible factors, there was a low volume of traffic that day.  


  21. What do I do if my box/bag was not collected?

    Please contact us immediately so that we can investigate the situation and arrange for your bag to be picked up. Contact us on support@sherpr.com or +44 (0) 2039506616.

  22. Can I leave my box/bag unattended for pick up?

    You may leave your items outside to be collected but please be aware that this is done at your own risk. Ensure to leave it somewhere as safe as possible, bag or box the item(s) appropriately with labels and provide us with sufficient information to find the item(s). Please also leave a note on the front door with instructions on where the item(s) is/are. SHERPR cannot be held responsible for any missing item(s) in this situation.  

  23. Do I need to be present when my box/bag is picked up?

    You personally do not need to be present but we recommend nominating someone to be in for the pick-up. If you do decide to nominate someone or wish to have your items collected from a hotel/business establishment please ensure you provide our team with the name and contact number of that individual/establishment.

    If no one is available, please refer to ‘Can I leave my box/bag unattended for pick up?’

  24. My address is difficult to find/not very accessible. Can I provide more information?

    Yes, please provide us with as much information as possible. Any information you provide us we pass on to the courier. Either let us know by live chat or contact us on support@sherpr.com or +44 (0) 2039506616

  25. Can I change my pick up date, name, address or phone number?

    Yes, if done before the pick-up date. Please refer to "Can I cancel or change my order?" for applicable fees. 

    If your item is already in transit, please be aware that there may be a delay in the arrival of your item(s). In either case, please contact us at support@sherpr.com or +44 (0) 2039506616.


  26. What happens if I include some of these restricted items?

    It is likely that your items will be held and detained, or sent back to the collection address. Please ensure to read the list carefully and pack your own bags. SHERPR cannot be held responsible for any delays or confiscations.

    Restrictions include, but are not limited to:

    • Aerosols or any other pressurised containers (including spray paints, etc.);

    • Arms and Ammunition

    • Articles of exceptional value including but not limited to works of art, antiques, precious stones, gold and silver, jewellery, precious stones and electrical equipment;

    • Batteries, including e-bikes

    • Clinical and medical waste

    • Counterfeit currency

    • Dry Ice

    • Environmental waste

    • Furs

    • Ivory and ivory products

    • Live animals

    • Illegal lottery tickets

    • Indecent, obscene or offensive articles

    • Infectious substances and pathogens

    • Liquids, Pastes and Gels of any type;

    • Magnetized material

    • Miscellaneous manufactured articles

    • Misleading endorsements

    • Oxidising materials or organic peroxides

    • Pesticides

    • Poisons, toxic liquids, solids and gases

    • Radioactive materials and samples

    • Waste, dirt, filth or refuse

    • Weapons

    • Toner Cartridges;

    • Animals and Animal products;

    • Firearms and firearm parts, ammunition, explosives, weapons (including imitations of same in any form);

    • Flowers and plant products;

    • Human and animal remains or ashes;

    • Medical samples;

    • Items that require a temperature controlled environment;

    • Pornographic materials

    • Prescription drugs and pharmaceutical products;

    • Tobacco and tobacco products;

    • Foodstuffs, perishable food articles and beverages including, but not limited to: Wine, Beer, Spirits and Champagne; or

    • Packages that are wet, leaking or emit an odour of any kind;

    • Cash or other forms of tradable currency;

    • Credit cards;

    • Passports or other confidential personal documentation;

    • Irreplaceable items;

    • Other Dangerous/hazardous goods;

    • Other illegal or restricted goods.

    • Controlled drugs and narcotics

    • Corrosives (including dyes, acids, corrosive paint and rust removers, caustic soda, mercury and gallium metal).

    • Crash helmet

    • Explosives

    • Flammable liquids/ solids (including Lighters and refills containing flammable liquid or gas )

    • Gases, including flammable, non-flammable, toxic and compressed gases

    • Matches

    • NB - Sharp objects. These items may only be posted if they are packaged appropriately so that they do not present a risk to employees, other packages or recipients.

  27. What items can I put in the boxes?

    Feel free to include any additional sporting gear (e.g jacket/gloves/towels) that fit in the box so long as it doesn’t exceed the weight and dimension allowance (see below). Please restrict the contents to the relevant sports equipment and do not include any restricted items. Your items will be sent back if you do include any restricted items and the cost of return shipment will be charged to you. For international shipments outside of Europe, please limit the number of items in each box, or a disbursement fee of £15 may apply. 

    Bike Box | 30kg | 120 x 30 x 75cm
    Golf Box | 24kg | 120 x 30 x 36cm
    SnowSport Equipment Box | 20kg | 195 x 38 x 16cm

    NB: ski/snowboard/ cycling helmets are strictly prohibited from being sent via our service. Please take keep them with yourself when you travel.

    SHERPR bike boxes are designed to fit a large men's road bike, with the following dimensions: 110 x 27 x 75cm. For mountain bikes or any other bikes, please check your bike will fit suitably. Purchases are done so at your own discretion. 

    If you are using your own bike box please ensure your dimensions do not exceed 30kg |155 x 35 x85

  28. I already have a SHERPR box from a previous trip, do I need to buy one again?

    If you already have a SHERPR box, this is great. Our boxes are extremely hardwearing and perfect for multiple journeys. If you would like a new box just let us know or select the quantity you would like online during the booking process. Boxes can be prone to damage in transit so if you are reusing a box you have had for sometime please ensure it is in good condition before reusing the box. Please note that our couriers may refuse a box if it's not in good condition.


  29. Where can I get a box for my item(s)?

    As soon as a booking is made, we will send out your courier-approved, custom-made box which comes with tape and shipping labels. Golf and Snowsport boxes are free with each booking and will be sent to your prior to your shipment. Bike boxes cost £37.99 and come with a manual. These boxes were built to help protect your items during transit. Please allow 24 hours notice to qualify. 

    Simply select 'boxes' on our items page during the booking process.

    Should you already have your own bike box, please make sure that it doesn't exceed the following dimensions:

    Bike Box | 30kg | 155 x 35 x 85cm

    Please ensure that your items fit within the given allowances. Failure to do so may lead to refusal or surcharge and likely delays in your shipment. In this instance, SHERPR cannot be held responsible for delays and damages.

  30. Can I lock my bag?

    Yes, you may lock your bag. However, we advise using cable ties in case your item gets flagged for inspection by customs. In this scenario, if they cannot easily gain access to the contents, it may result in damage to your bags. 

    Please note, if sending your equipment to France, by rule, packages will be opened if delivered to a public establishment. 

  31. Do I print and attach the labels myself?

    Yes, we will send your labels via email, you will need to print these and secure them to your packaging. Please ensure to secure your label(s) with a plastic cover and plenty of tape without obstructing the bar code or address.

    We also recommend that you include a copy of the delivery address inside. 

  32. How should I prepare my items for travel?

    SHERPR packaging: 

    We will send your labels and packing manual (bike box only) to you in a confirmation email. 

    We will send you your box and tape on a 1-2 business day delivery service on a day to suit you (excluding weekends). Please allow enough time for you to pack up your equipment before the organised collection date.

    If you have purchased a SHERPR Bike Box, please follow the manual on how to assemble the box. Once complete, secure your box together with the provided SHERPR tape, following the guidelines on the box. Then stick the label in a visible area, securely. Please remember to take your tape and return label with you for your return journey.

    Your own packaging:

    Once your box has been packed and closed securely, attach the label to a visible area on the box. Please ensure there are no loose handles or anything that can get caught - this is vital. If you have a return journey, we advise printing the return label before your departure and keeping it in a safe place throughout your trip.

    If using your own packaging for bikes, please make sure that it doesn't exceed the following dimensions:

    Bike Box | 30kg | 155 x 35 x 85cm

    For added security and smoother transit, we only ship golf clubs/ bags in boxes. Our custom made golf boxes will be automatically sent to you prior to your shipment (see here for more info). This also applies to all snowsports equipment.

  33. When will my payment be debited?

    We will debit your card only once the booking has been made. However, it may take up to 1-2 business days to appear on your bank statement.

  34. Can I cancel or change my order?

    Prior to your order being booked and confirmed with the courier: You may change or cancel your booking at no extra cost.

    After your order has been booked and confirmed with the courier: You may change your order for an additional fee of £5 for 1-3 items or £20 for 4+ items. For cancellations, you may arrange for a refund, less the administration fee of £20 per item or, credit the full value against future bookings with no administration fee. 

    Same day changes will incur an additional fee of £5.


  35. Should I contact the hotel or resort that my equipment is being shipped to?

    Yes please, we require you to contact the relevant establishment and ensure they are happy to accept and sign for the package(s). If you have entrusted the arrival of your goods to one individual we recommend you ensure their name is listed as the contact on the label or within the delivery instructions. 


  36. I have multiple shipments; how does it work?

    Our couriers can send multiple items under the same booking. Whilst your items will never be separated from one another each item will still hold its own, unique tracking number. Each item will have its own label which must be attached securely before collection.

  37. How will I receive my labels?

    We will send you your labels in PDF format. You'll see this/these attached to your confirmation email once your booking has been finalised. Please print it, place it into a plastic cover and secure it on with plenty of tape without obstructing the bar code or address. 

  38. What happens next?

    Once you have placed your booking, we will contact you to explain the procedure and to confirm addresses and dates with you. Once we have finalised the details, we will process your shipment and send you an email confirmation with your electronic shipment labels attached and tracking number(s) for your reference.

    If you've ordered a box, you will receive your box on a next day delivery service, along with tape and an instruction manual. Please secure your label(s) onto your box(es). Lastly, make sure someone is in for the delivery and pick-up dates, and enjoy your trip.

    Please note, all collections and deliveries are 09:00 – 18:00.

  39. How far in advance do I need to book?

    As transit times vary for each country, we advise you to give us at least 14 business days notice prior to your departure date. This will also allow enough time for us to send out your box(es).

    All golf bookings come with complimentary golf boxes, up to the number of golf clubs booked. We will send you your golf box(es) before your collection date, on a day that suits you.
  40. What are the maximum dimensions and weight my items can be?

    Bike Box | 30kg | 110 x 27 x 75cm

    Golf Box | 24kg | 120 x 30 x 36cm

    Snowsports Equipment  | 25kg | 195 x 38 x 16cm

    Please ensure that your items fit within the given allowances. Failure to do so will lead to a surcharge and likely delays in your shipment. In this instance, SHERPR cannot be held responsible for delays and damages. 
    If you are using your own bike box, please see " Can I use my own bike box?".
  41. Which services does SHERPR offer?

    We offer a bespoke door to door service.

    We can also provide you with a courier-approved, custom-made box which comes with tape, shipping labels and a manual. These boxes are robust, reusable, and designed to further protect your valuable sports equipment. 

    If you are sending a Bike you may use your own box or casing. However, please ensure that it doesn't exceed the following dimensions to avoid any delays or damages in your shipment:

    Bike Box | 30kg | 155x 35 x 85cm

     

  42. What does SHERPR ship?

    We ship bicycles, golf clubs, skis and snowboards. To ensure safe transit, we can provide you with custom-made Premium packaging designed to fit bikes, golf clubs, single or double skis/snowboards with additional space for poles, gloves and jackets. We can also ship your suitcase/luggage, or if you're relocating, we can ship boxes in bulk for you. Please email us at contact@sherpr.com or call us on +44 (0) 2039506616  to find out more information.

  43. My question isn’t listed, what do I do?

    If your question isn’t listed on our FAQs, or you have further questions, please contact us on support@sherpr.com or +44 (0) 2039506616.

  44. Do you have your own fleet?

    We currently use UPS and DPD for domestic and international shipments, as well as our own drivers for larger shipments. Both methods are fully trackable with your unique tracking number.

    If you are travelling in a large group or for an event get in touch and we can discuss a bespoke quote using our own fleet of drivers. Contact us on +44 (0)2039506616 or contact@sherpr.com

    If you are participating in any upcoming sportives or events also visit www.sherprevents.com