KNOWLEDGE BASE: Bicycle collections & deliveries 🚚
From the moment your bicycle is collected until it’s safely delivered, we aim to make the process as simple and stress-free as possible. This guide explains how collections, deliveries, timeframes and special delivery requests work, so you’ll know exactly what to expect every step of the way.
How does collection work?
Book online. You will receive a confirmation email. Then #bicyclecouriers will process your order. And you will receive a PDF waybill to print and stick on the box. Please ensure your bike is boxed and ready for collection on the date as booked. And if you need help packing you can also drop the bike at your nearest LBS local bike shop. Sho they can pack. And we can collect directly from them when ready. On arrival you may ask the driver for the waybill nr to check. And you can also print a second copy of the waybill for the driver to sign. Then you have proof of collection. But can also check on the online tracking.
What happens on collection day?
Hand over your bike. Ensure your bike is boxed and ready for collection. You would have received a PDF waybill earlier or on the morning of collection. Please print and stick on the box or hand to the driver. They will have the collections details on hand and if you want you can check the waybill number (top-right hand corner of your waybill, under the QR cod) with the driver to ensure you are handing it to the right person with #bicyclecouriers.
Does someone need to be home?
Nope. You can leave it with security or someone you trust. Ideally the PDF waybill is already printed and stuck on the bike box or with the individual who is going to hand over the bicycle. This may by yourself, or the sender, or the security, or a helper in the house or friend or family member. Anyone you entrust with the duty. To hand over the boxed bike to #bicyclecouriers.
Can someone else hand over the bike?
Yes indeed. As mentioned before, you can entrust anyone you feel comfortable with, with the duty of handing over the bike to our #bicyclecouriers driver. And please be sure that the PDF waybill is printed and on the box or with the box. The driver can even sign a second printed copy of the waybill for the sender to keep as proof of collection. Or just look at the online tracking link at the end of the day.
Can you collect from a bike shop?
With pleasure. In fact, we prefer collecting from bike shops where possible. Especially those we work with often and who know the drill. There are 150 bicycle shops in South Africa from whom we collect and deliver frequently. So, if you ever need a suggestion for which bike shop to use then please don’t hesitate to ask #bicyclecouriers. Chances are we are on first name terms with the manager or workshop.
Can you collect from an office?
We certainly can. And this also beats home collections, from our point of view. Because office also typically have office hours and a reception and someone that is there to hand over the bicycle. Unlike the possibility of an individual at home who’s schedule may change and he or she may or may not be at home when our #bicyclecouriers driver arrives to collect the bicycle.
Can you collect from a hotel?
Yes, this is very popular. Especially for IRONMAN® type events. We can collect from the hotel on the first weekday morning after the race. It works like a charm for the rider who may want to check out on Sunday. Just leave your boxed bicycle with reception. Who might put it in storage. And issue you with a luggage tag, which you in turn can share with #bicyclecouriers. And please ensure that the printed PDF waybill accompanies your bikebox.
What happens after collection?
Your bike goes to the destination. On the #bicyclecouriers network. First to the local depot. Then on the long-haul road freight to the destination depot. And then out on delivery on the smaller delivery truck to the final destination. Which means that the bikebox does travel quite a bit from the time it leaves your door till the time it arrives on the receiving end. And which is why we suggest using decent bike boxes that are ready to travel.
How long does delivery take?
Average 3 days. Depends on the destination. The SLA can be up to 5 days on standard service. Places like CPT to GRJ or PLZ can be quicker. Same for JHB to DBN and back. But it is unrealistic to expect a bicycle from Vredendal to Richardsbaai that needs to travel to and from and from 2x remote locations on opposites extremes of the country and move through CPT, JHB and DBN depots while doing so, to arrive in 48 to 72 hours. Good things may take time. #bicyclecouriers are realistic when it comes to what we offer.
Can I choose a delivery day?
You can, per exception, but with some leniency. We’d rather time the collection to perfection or keep the bike in the receiving depot for a day or so if needed. Alternatively, we can deliver to a hotel to keep it for you and storage or to a local bicycle shop from where you can collect at your own leisure. Because our #bicyclecouriers deliveries mostly come and go quickly. Storing bikes is not something we do by default. Please ask.
Can I choose a delivery time?
Typically, not. We can specify the date. But not the exact time. unless we phone the driver on the day to find out between himself and the route coordinator what time he will be in which area. This is not a concierge service. Not at these low rates. But we can tell you that generally the mornings are for deliveries. To make space in the vehicles. For collections in the afternoons. Which makes a lot of sense. Hope this helps. If not, contact us.
Do you deliver weekends?
It is possible, at a surcharge, but be default we don’t. We collect and deliver every weekday. Even though the long-haul trucks and boxed #bicyclecouriers freight does move over the weekend while you are sleeping. So, a bicycle collected in CPT on Thursday or Friday may already be out on delivery in JHB on Monday. Which is 1-2 working days. Because it even though we do not collect or deliver over weekends by default, the already collected bikes in motion will still travel over the weekend, when and where possible.
Can someone else receive the bike?
Yes, on your behalf, as instructed. The bike can be delivered to a bike shop, home address, office address, hotel, guest house, Airbnb or other accommodation, and more. Please ensure that you supply us with a recipient name and surname and tel nr when booking your bicycle transport with #bicyclecouriers. Then we can note this on the PDF waybill for delivery.
What if nobody is home?
Then we have to return the bike to the depot and come back the next day. Which means another trip for us. In general, the mornings are for deliveries to make space in the vehicles for collections in the afternoons. But it also depends on the volume and the #bicyclecouriers route for the day. And which is why we prefer to send to bicycle shops if possible. Because they are open during office hours.
Can I collect from a depot?
On exception and by prior arrangement yes. Even though we prefer not doing same, because it puts strain on our supply chain. But we know that sometimes this is the best way. even so, you cannot just rock up at a depot and expect to collect something. We have to pre-alert the depot manager and you need to show the required paperwork or notification(s) in order to collect the bike.
Do I receive updates?
We tend to update on exceptions or on request. So, if you use us where this bicycle is in transit we will tell you. But instead of having hundreds of WhatsApp chats or emails flying around, or even misinterpretation of tracking links be end-users. We prefer to tell you upfront how long it will take and maybe update your one during the process and then again on delivery. Next up will be the thanks you note and closing off email from #bicyclecouriers, requesting you to rate and reviews us.
What if delivery is delayed?
Touch wood, to date we have not had a single 24-hour #bicyclecouriers express overnight delivery delayed. This doesn’t mean it cannot happen. So, if it is a time-sensitive delivery or you need to catch a connecting flight then please contact us in advance so that we can see which is the best way forward to ensure a timeous delivery. We have had to make plans for customers before, where they only told us of the time constraints after the boxed bikes were sent, and in those instances, we delivered over the weekend to ensure the deliveries are in time.
Can I redirect a shipment?
Yes, you can. For example. Return to sender. Or deliver to another address. And depending on when we get the instruction and whether we can redirect in time to the same rates area there might not even be a charge for this. but if you wanted to send a bike to CPT (main centre) and now redirect to Clanwilliam (remote area) then there will be a top up fee for the change in service or destination. With thanks, from #bicyclecouriers.
What happens after delivery?
N+1. You open the box and enjoy your brand-new bicycle. And we send you and email to close off the online admin. And we request you to give us a review. Because it really does help us a lot. And we want to know, ‘how was it for you?’. And the biggest compliment you can give #bicyclecouriers is to tell your mates and to use us again. For all your future #bicycleouriers shipments.
Do I need to inspect the bike?
We assume you will. I know I will look at the bike as I am unboxing it by default. if the bike has been packed by a local bike shop then you should be good to go. In fact. I can only think of two examples in the whole of the #bicyclecouriers history where the packing from the bike shop was insufficient. And in both instances wo got the bikes shops to sort out the customers directly. No mess, no fuss.
How do I report damage?
Take photos and proof and contact us soonest. Out of thousands of bicycles we have fewer then a hand full of claims. Things do happen. But not often. It most certainly is the exception rather than the rule. And we have also found that it is mostly due to improper packing, not mishandling while in transit. So the best protection you can start with is proper packing of the bicycle. Start with this guide right here.
What if my shipment is urgent?
We assume all shipments are urgent. If you need to catch a flight or attend a race or similar then do ensure that you book with enough time for the delivery. Or contact us to double-check that there is enough time for the delivery. We collect every weekday and on average most main center deliveries are done in 3 days. Even though the #bicyclecouriers SLA goes up to 5 working days.
Can multiple bikes be delivered together?
Oh yes, we love this. It means fewer collection or delivery points. Perfect for the DC when we deliver a whole team’s bicycles (typically a dozen at a time) to and from a single location. Or similarly for IRONMAN® races in DBN and more. And it goes without saying that when we book bikes for the ABSA Cape EPIC it will be for both partners so teams of two. Where can #bicyclecouriers send your next group of bicycles then?
Can you deliver to race registration?
Depends on the race and format and facilities. Alternatively, we can deliver to your race partner, or accommodation venue, or to the nearest bike shop. So that you can collect from there. Or that your bike and be ready and waiting in your hotel room or lobby before the start of the big event. Quick and easy with #bicyclecouriers. And back home again afterwards.
Can you deliver to hotels?
Yes, we do this often. Especially for the bigger races around the country. Most often CTCT and ABSA Cape EPIC and IRONMAN® events and more. To name just a few. Popular options are around Meerendal for the EPIC. In the V&A Waterfront and along Sea Point for the CTCT. And from Hotel Osner of old ELS to the range of Southern Sun’s in DBN. But #bicyclecouriers can deliver to whichever hotel, guest house or Airbnb you choose.
