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

    Alternatively, 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 | 120 x 30 x 75cm
    Golf 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?

    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, please make sure that it doesn't exceed the following dimensions:

    Bike Box | 30kg | 175 x 30 x 80cm
    Golf 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

    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). We highly recommend all ski/snowboard travel bags are shipped in our SHERPR boxes too, for added security and smoother transit. Our boxes are £4.99 each, including p&p. 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, 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.

  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. 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 £45 charge per bike, each way to all bookings using their own bike box, this is to cover large package surcharges our couriers impose. Alternatively, you can purchase a SHERPR Bike Box that are designed to flow through the courier system easily, reducing delays and unexpected fees.

    Please ensure your own bike box is no larger than 175 x 30 x 80 cm (30kg), we do not accept bike shipments larger than this.

  2. What is an Extended Area?

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

  3. 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. Please allow an extra 1-2 business days for extended/remote areas and/or oversized items.

  4. Who pays for customs clearance?

    You will be required to pay for any customs charges upon receiving your equipment at your final location. Please note, SHERPR cannot provide quotes for import tax/ duty fees as this is out of our control. 

  5. 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 full list of all packed items, along with a brief description and an estimated value for each. Any items that are not declared may delay delivery or require removal. Please note that customs clearance is out of our control, and SHERPR cannot be held responsible for any delays or fees.

  6. 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 7 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 couriers, 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. 

  7. 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) 2039506616 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 £60. 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

  8. Can I become a SHERPR affiliate partner?

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