Welcome you to our support portal

Frequently Asked Questions

  1. What is SHERPR?

    SHERPR is a no hassle, door-to-door service for shipping your sports equipment. We send your equipment ahead of time allowing you to enjoy your travel experience without the added stress of airports and airlines.

  2. 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 and reusable, and designed to further protect your valuable sports equipment. 

    Alternatively, you may use your own travel bag, 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 | 120 x 30 x 75cm
    Golf Bag/Box | 24kg | 120 x 30 x 36cm
    Double Skis | 20kg | 205 x 36 x 18cm
    Single Skis |15kg | 200 x 28 x 16cm
    Double Snowboard | 20kg | 175 x 18 x 36cm
    Single Snowboard | 20kg | 170 x 34 x 16cm

    Please note, SHERPR cannot be held responsible for labels that fall off of material bags if a box is not used. 

  3. How should I prepare my items for travel?

    Our packaging: 

    We will send your labels and packing manual to you in a confirmation email. 

    We will send you your box and tape on a next day delivery service on a day to suit you (excluding weekends), allowing enough time for you to pack up your equipment before the organised collection date. Please follow the manual on how to assemble the box. Once complete, secure your box together with the SHERPR tape provided, following the guidelines on the box. Then stick the label in a visible area. Please remember to take your tape and return label with you for your return journey.

    Your own packaging:

    Once your bag has been packed and closed securely, attach the label to a visible area on the bag/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, please make sure that it doesn't exceed the following dimensions:

    Bike Box | 30kg | 120 x 30 x 75cm
    Golf Bag/Box | 24kg | 120 x 30 x 36cm
    Double Skis | 20kg | 205 x 36 x 18cm
    Single Skis |15kg | 200 x 28 x 16cm
    Double Snowboard | 20kg | 175 x 18 x 36cm
    Single Snowboard | 20kg | 170 x 34 x 16cm

    We highly recommend all golf/ski/snowboard travel bags are shipped in our SHERPR boxes for added security and smoother transit. Our boxes are £4.99 each, including p&p (see here for more info). SHERPR cannot be held responsible for labels that fall off of material bags if a box is not used.

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

    It is likely that your items will be held and detained. Please ensure to read the list carefully and pack your own bags. Find the list of restricted items here. 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.

  5. Why use SHERPR over airlines?

    We understand the importance of having your equipment arrive safely and on time. Our goal is to remove the hassle of lugging large, heavy sports equipment and for you to sit back and enjoy your trip. Our door to door delivery means we collect it from your home/ office and deliver it to your final destination, at competitive rates. We’re often cheaper than airlines and you’ll never be hit with hidden fees from us. 

Recent Questions

  1. What is an Extended Area?

    Extended areas are remote or out of area locations, and are defined by postcodes. Any extrended area location incurs a surcharge of £17.80, each way. These fees are not associated with our service and are imposted by our couriers. We recommend that you call ahead to inquire if there are any extended area surcharges for your particular collection or delivery addresses. 

  2. How long will my shipment take?

    Tranist times are based on buisness days (not weekends/public holidays). Please bare in mind that the day of collection counts as one transit day.

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

    We aim to give buffers on either side of the shimpent to ensure that all items are delivered on time. SHERPR will not be held responsible for unforseen delays as these lie in the hands of our couriers.

  3. Who pays for customs clearance?

    You will be required to pay for any customs charges upon receiving your equipment at your final location.  

  4. Who takes care of customs?

    We will provide you with all of the relevant paperwork to ensure a smooth journey through customs. We will require a list of all contents and their value. Any contents we are not told about may delay delivery. Please note that customs clearance is out of our control, and SHERPR cannot be held responsible for any delays.

  5. 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) 2039616733.


    Please file claims within: 


    • 7 days of delivery of the Consignment in the case of damage to all or part of a Consignment or loss of part of a Consignment;
    • and in all other cases (including, but not limited to, loss of the whole of a Consignment) within 7 days from when the Consignment was collected or received by us.
    • For any customer service complaints, within 7 days of your delivery date

    Any complaints and refunds will be handled by the customer service department and you should receive a response on the claim within 28 working days. Please note that all claims are raised with our couriers as the insurance cover is provided by them, therefore SHERPR cannot be held responsible for any loss or damage.


    Please keep the original packaging that it was shipped in. This is an integral part to the investigation and failure to do so will invalidate the claim. 


  6. Do you offer complimentary or add on insurance?

    Yes. SHEPRR offers transit liabilty via our trusted couriers. Our affiliated partnership with the couriers covers tranist liability for lost or damaged items. Pricing for this cover starts at the followng:

    • £6.99 = £500 
    • £9.99 = £1000
    • £14.99 = £1500
    • £19.99 = £2000

    We offer tranist liabilty up to the value of £20,000. Please call us on +44 (0) 2039616733 or email us on contact@sherpr.com to purchase tranist liability. Should there be any issues in transit, we will raise a claim with the couriers 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 £50, and Parcelforce £100. We are affiliated with providers such as MPI brokers and Yellow Jersey Cycle to provide bespoke insurance on items that you require cover for. Please click MPI Insurance or Yellow Cycle Insurance

  7. Can I become a SHERPR affiliate partner?

    We would be delighted to hear from you, whether you want to promote our service to your customers or work with us on larger events. Please email us on contact@sherpr.com or call us on +44 (0) 2039616733

  8. 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) 2039616733 or send us an email at support@sherpr.com.