Abstract: Don’t use UPS to ship bikes, use FedEx instead. Buying insurance is a waste of your money since they don’t pay anyway. Bike boxes aren’t designed to ship bikes “one at a time.”

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In May of this year, I bought an Eddy Merckx cyclocross bicycle through Ebay. The purchase price of the bicycle was $1,500 plus shipping. I suggested that the seller use FedEx Ground since that is the cheapest method to ship bicycles. He told me that he had heard some of his acquaintances complain about FedEx Ground and that he preferred UPS. He had a UPS account and had used UPS for many years without incident. I assented.

On Monday, May 17, 2004, the seller shipped the bicycle to me using UPS. He insured the bike for the full purchase price of $1,500. I received the bike on Friday, May 21, 2004. When I unpacked the bike, I discovered that there was damage on the down tube. The damage amounted to two dents and some scratches to the decals and finish. The damage occurred when the shipping box was compressed and the hub of one of the wheels was pressed into the down tube. Each dent must have occurred during a separate compression event. It would have been very upsetting if the damage were merely cosmetic. However, the damage may have compromised the structural integrity of the bicycle frame.

A frame is tolerant to some dents but a dent on the down tube of at least the size of a quarter will seriously compromise the frame integrity. I purchased this bike to race. Racing, especially cyclocross racing, puts high stresses on bicycle frames. Racing this frame will cause it to fail.

The seller has shipped bicycles before. He packed the bicycle in a box specifically designed to ship bicycles (a bike box). He put padding on all the frame tubes, bagged and taped all loose items, and cut cardboard baffles to prevent the wheels from shifting. In other words, he packed the bike very well. In fact, he put padding around the down tube and there is a hole in the padding where the hub was pressed through. There is no question that the damage occurred in transit.

The seller and I talked about the damage and he filed a claim with UPS. The seller also formulated a plan to repair the bike. He would be able to purchase a new frame through his sponsor’s bicycle shop for cost. He would then ship me the frame for a total cost of about $750-$800 – far shy of the insured amount of $1,500. A UPS employee came out to my house and inspected the bike and the packing materials.

On June 22, 2004, one month and one day after I received the bike, UPS informed the seller that the insurance company denied the claim. He appealed. After playing telephone tag endlessly with the insurance representaive of Crawford and Co. (the insurance company UPS uses), he finally found out July 15, 2004 that the claim was still denied. The insurance agent stated that UPS stipulates that all packages must be buffered by 2 inches of foam packing. The agent further claimed that bike boxes were designed to be transported en mass on pallets and that they were unsuitable for standard shipping.

I am very disappointed that the claim was denied. The bicycle was well packed. In fact, a bike shop owner saw the packing job and commented that it was more than they do when shipping bikes. The bike was obviously damaged in transit through significant compression loading. No matter what monetary resolution the seller and I agree to, the bike frame is unusable for racing. It took us almost two months to learn of the final resolution. Nothing about this experience has been good.

Going into the claim process, I speculated that there would be three possible outcomes: 1) UPS paid the claim in a timely manner and everyone was happy, 2) UPS paid the claim only after some prodding, or 3) UPS denied the claim. I thought that the third outcome was the least likely. At this point, I have no recourse other than to let as many people as possible hear about my poor experience with UPS.

Same thing happened to me. Also telling: There's a reason why many dealers of fine musical instruments don't ship UPS anymore. I made that mistake years ago when they ran a forklift over a $4000 violin bow.

That really sucks.

UPS must have changed their policies from the dealings I had with them a few years back. I had a bike shipped with almost the exact same damage you show in your pics. I was able to recover the full insured amount for the bike that I purchased. The guy came out and inspected and then submitted his findings. A few weeks later the check was in the mail.

That sucks. Still, UPS may be a bunch of jerks, but to be honest it seems to me that the bike wasn't packed very well. I shipped a bike back from Italy once via Fed Ex and there was barely a box left by the time I got it--but my bike was fine. When boxing up a bike always assume the worst. In this case the front hub should have little plastic thingys or a huge wad of padding on either side and should not have been oriented so that it could come into contact with the frame. I use pipe insulation on the tubes and everything is zip tied so there is no movement. If you wouldn't be comfortable throwing your boxed bike down a flight of stairs I wouldn't ship it...

The insurance agent stated that UPS stipulates that all packages must be buffered by 2 inches of foam packing. The agent further claimed that bike boxes were designed to be transported en mass on pallets and that they were unsuitable for standard shipping.
I wonder if this is stated on their web page somewhere? I haven't specifically looked for it, but will take carefull note of this in the future. I've shipped a bike via UPS in a standard bicycle box with no trouble. I agree that the insurance is generally moot and more hassle than it's worth unless you are a buyer and the seller refunds your money and attempts to recover any damage claim on their own.

Christmas shipping season is quickly approaching, looks like UPS is on the caution list for me.

I'm sorry for your loss but by your own comments, it wasn't UPS's fault. The problem was improper packaging.

You say "The damage occurred when the shipping box was compressed and the hub of one of the wheels was pressed into the down tube. Each dent must have occurred during a separate compression event. "

This was improper packaging by the shipper. If the bike was packaged properly, the box couldn't be compressed.


Any bike should be packed in a box that is able to withstand a 150lb crate being placed on top.

Again I'm sorry to hear about this but FedEx, DHL, and USPS would probably decline the claim also.

but that being said, it seems from my experience that UPS is (was) significantly rougher on parcels than other carriers. I've had standard bike-shipping boxes come through with gashes on the side and corners torn off. How much better can it be packed? If they're throwing things around back there like gorillas, a box can only take so much, regardless of packing.

but that being said, it seems from my experience that UPS is (was) significantly rougher on parcels than other carriers. I've had standard bike-shipping boxes come through with gashes on the side and corners torn off. How much better can it be packed? If they're throwing things around back there like gorillas, a box can only take so much, regardless of packing.


I work for FedEx so I won't disagree.... :)

To the original poster: Don't give up with UPS.. you might find a generous claims manager.
In issues like these, the squeaky wheel usually wins. Ask to speak to supervisors, managers, area directors, Vice Presidents, etc.....

Proper packing was covered a couple of months ago on this forum.

Bottom line: It was not packed properly. Corrugated paper boxes will not do for a bike, whole or frame only.

A bike box is ment for grouped pallet shipping as UPS stated.

2 inches of packing material (minimum) then the box then more pack-mat & another box. Nothing can(should be allowed to) move around inside.

If it can be crushed w/250 lbs, it is not packed properly.

Go after the shipper(seller).

aren't good enough? What are non-com people supposed to ship them in--steel armor?
When I've taken my bike to a bike shop to be sent UPS, they always use a corrugated box. And if the packaging is inappropriate, shouldn't the UPS counterperson alert the customer?

n the last couple of years I've refused to go to the local UPS depot for just that reason--they ask you what's inside and often insist on opening/repacking it as if you're lying to them.

Regardless of packing, I still maintain that I've seen damage to boxes that indicates
negligent handling.

For legal reasons, you don't have to answer that question.

What material is that frame? The DT looks like Al. The gouges look like ??? If it's an AL bike, I'm not so sure I would write it off so quickly. Tough deal all around, regardless.

n the last couple of years I've refused to go to the local UPS depot for just that reason--they ask you what's inside and often insist on opening/repacking it as if you're lying to them.


This is required by law since Sep 11. When you go to a UPS Store, the employee is required to open and inspect a certain number of goods.

Cardboard is fine for packaging. Just make sure it's double walled. The problem with crushing is not because of the cardboard. It's because there are not sufficient spacers to prevent crushing. Look at a bike that comes from the factory. It has cardboard inserts that run the entire width of the carton. These are there to prevent crushing. The fork is packed in a box. It's not to just protect the fork, the box is designed to prevent the bike box from getting crushed.

Trek, Cannondale, and others spend 100s of thousands of dollars/yr on packaging. They had packaging engineers design their bike boxes and packaging materials. Go to an LBS and ask to look at how a bike comes from the factory. It's a great example of how to package a bike.

This was improper packaging by the shipper. If the bike was packaged properly, the box couldn't be compressed.

Any container can be compressed.



Any bike should be packed in a box that is able to withstand a 150lb crate being placed on top.

The integrity of each of the major axes of a bike box are dependent on the box itself. I have not seen a bike packaged in a bike box that significantly supported any of the major axes. The bike was packaged in a box commonly used by the bike industry to ship singleton bikes.

The side compression was confined to a relatively small portion of the box surface area -- about 4" x 24" as was indicated by the scoring on the box. There was no breach in the box.

I appreciate your position as an employee of a major provider of shipping services. I still have a problem with being able to write this off as inadaquate packaging. I think that I could claim that it was inadaquate handling during shipping. You don't load a box in such a way as to make it suseptable to concentrated loading on its weakest point.

Also, the compression managed to put holes through 3/4" foam padding around the downtube.

although i am in no position to decide wether it was improper packing or improper shipping all i can tell is my own experience with UPS. They are arrogant, selfish SOB, i had a huge fight with some of them for a shitty parcel they were suppose to deliver 2nd day. what really pisses me off is that i was trying to be as nice as posible and just talking when the representatives took a more agressive and defensive way. one of them even hang up on me and before that didnt want to give me his last name (His name was Ricardo) i reported him and all the others, once i did get to a higher oficial it was better but the package still didnt get on time, we had to go get it personally. with respect of the quality of the shipping, I havent seen one package ( of all I had been delivered) in good shape (i am talking delivery from other place, not my shipping), usually i dont let de delivery guy leave until i open it to make sure it is ok. regretably, most deliveries from sites like worldcycling, etc are through UPS to Puerto Rico. (they say 2nd day but it takes a week)
now regarding my first comments i agree not everybody is like the persons i encounter. so all of you that work in UPS or shipping related arena and arent like that, keep up the good job that will only result in happy customers and more revenues for you!! for now, i only travel with my bike in my SERFAS bike case and think twice in ordering stuff even though sometimes its cheaper than some bike shops

"The bike was packaged in a box commonly used by the bike industry to ship singleton bikes".-
As I said before, the box is small part of the equation. You've yet to describe to me adaquate packaging. Foam around the frame does nothing to prevent compression.

"The side compression was confined to a relatively small portion of the box surface area -- about 4" x 24" as was indicated by the scoring on the box. There was no breach in the box."
You did not mention this before. This sounds to me like the corner of a pallet was dropped on the box. In this case, the carrier could be at fault.

Gripped, I'm not trying to argue with you on this. Anytime an individual packages a used bike, the bike is treated as personal effects. Personal effects have the highest claims percentage of any commodity. The main reason for this is individuals don't know how to package goods. From the way you described the packaging, this bike was not packaged properly.

As I said in a above post, continue to persue this with UPS. Don't accept the first, second or even third claim being denied. Keep elevating this up the ladder.

Gripped said that the bike was packed in a bike box, not just a plain cardboard box. Isnt a bike box specifically designed to transport a bike? It seems to me that UPS, by accepting to ship the "package" with insurance, they have entered into a contract to do just that. They also accepted to insure it in case of damage. If they felt it was not packaged properely, they should have not accepted it. Or should have at least inspected it. I say you need to keep after them. I will bet that they are trying to wear you down and forget about it. Keep after them

Gripped said that the bike was packed in a bike box, not just a plain cardboard box. Isnt a bike box specifically designed to transport a bike? It seems to me that UPS, by accepting to ship the "package" with insurance, they have entered into a contract to do just that. They also accepted to insure it in case of damage. If they felt it was not packaged properely, they should have not accepted it. Or should have at least inspected it. I say you need to keep after them. I will bet that they are trying to wear you down and forget about it. Keep after them


Here is a bad analogy but here goes. Look at the design of a canvas kayak.

The canvas by itself will not hold a human. Only after the plywood framework is installed does the canvas support a person and keep water out. The bike box is similar. The box by itself will not prevent the bike from crushing. Only after proper spacers are installed does the box support the weight of an object being place on top of it.

UPS shouldn't accept payment for insurance if they have no intention of covering the box that you're using. That's just a scam, plain & simple.

I would say the customer is always right, but this is insurance after all. =)

Wonder if USPS is better with insurance, it sure costs a heck of a lot more.

Gripped said that the bike was packed in a bike box, not just a plain cardboard box. Isnt a bike box specifically designed to transport a bike? It seems to me that UPS, by accepting to ship the "package" with insurance, they have entered into a contract to do just that. They also accepted to insure it in case of damage. If they felt it was not packaged properely, they should have not accepted it. Or should have at least inspected it. I say you need to keep after them. I will bet that they are trying to wear you down and forget about it. Keep after them

From the original post:

"The agent further claimed that bike boxes were designed to be transported en mass on pallets and that they were unsuitable for standard shipping."

This is a true statement--bikes are packaged in bike boxes by the manufacturers and then shipped on pallets. The damage was caused to the frame by the hub when the box was hit/compressed or whatever. This is due to improper packaging of the bike. Now, if the damage was done to the frame by an object that punctured the side of the box from the outside it would be a different story.

Ditto to that. Afther hearing this horror story i'm thankful my bike made it one piece from Switzerland to spain given the very poor packaging (it was the best i could to in any case) but when the box got home it was kinf of obvious they hadnt been very careful with it. It was torn in some places, crushed in others. It had obviously been thrown around quite a lot. Given what i paid for the shipping, i was actually pretty pissed to see how they had treated the parcel. Moral of the story, spend the bucks on a hard case and travel with it by plane. Possibly the best packaging anyone could ever do...

Your Packaging

Shipping Checklist

Make sure you:


Use a rigid box with flaps intact
Remove any labels, Hazardous Materials indicators, and other shipment markings from the box
Wrap items separately
Use adequate cushioning material
Use strong tape designed for shipping
Do not use string or paper over-wrap
Use a single address label that has clear, complete delivery and return addresses
Place a duplicate address label inside the box

Step-by-Step

1. Use a corrugated box
Use a new or almost new corrugated box. The more a box is used, the more it loses its original protective qualities and may not adequately protect your shipment. If you must reuse a box, make sure it is rigid and in excellent condition with no punctures, tears, rips, or corner damage, and that all flaps are intact. Shoeboxes, gift boxes, or other paperboard boxes are not recommended. Remove old address labels, Hazardous Materials indicators such as diamond labels and markings, as well as delivery markings and bar codes from the previous shipment.
UPS recommends choosing a box strength that is suitable for its contents based on the UPS Box Strength Guidelines. Never exceed the maximum gross weight limit for the box, which is printed on the Box Maker’s Certificate on the bottom flap of most boxes.
After years of testing and analysis, engineers at the UPS Professional ServicesTM Package Lab have developed box strength specifications for single-package distribution.


2. Provide internal protection
It’s important to provide adequate cushioning for package contents.
Wrap each item separately. Fragile articles* need suitable separation from each other and from the corners, sides, top, and bottom of the box. Each item should be surrounded by at least two inches of cushioning and be placed at least two inches away from the walls of the box. This will prevent product-against-product damage and protect the contents from shock and vibration, which can pass from the outside of the box to the contents.
Proper cushioning material, combined with a strong outer container, will protect your shipment. Use enough cushioning material to ensure that the contents cannot move when you shake the box. The following materials can be used for cushioning and protection:

Air-encapsulated plastic (bubble pack)


Designed to protect and cushion lightweight items
Use multiple wraps/layers to ensure product is completely protected, especially corners and edges


Inflatable packaging (air bags)


Used primarily as void-fill material for lightweight items
Preformed to provide proper cushioning performance for specific products
Extreme hot or cold temperatures may affect the ability to provide adequate product protection
Not recommended for items with sharp corners or edges


Expanded polystyrene "peanuts"


Used primarily as void-fill material for lightweight items
Use them to overfill the box, then gently close the flaps and seal
Due to the shifting and settling properties of peanuts, it is recommended that a minimum of three inches of cushioning be used around the contents
Not recommended for use with flat, narrow, or dense products that may migrate to the edge or bottom of the carton during transit
Engineered foam enclosures
Preformed for specific products for proper cushioning performance
Materials may include expanded polystyrene, polyethylene, polypropylene, or copolymers


Foam-in-place (a foam, sprayed into the box or mixed in packets, that expands and forms a protective mold around contents)


Provides good cushioning when foam is evenly distributed around the contents
Select appropriate density of foam to meet packaging needs, which can range from void-fill application to high-performance cushioning.


Corrugated board


Laminates together to form blocks or pads, which are useful for blocking and bracing items inside the box
Die-cuts, slits, or scores to form trays, partitions, or liners to increase package strength, improve performance, or separate items from each other within the package
Not recommended for fragile items.


Non-newspaper Paper Cushioning (multilayered paper padding)


Excellent for void fill
Ideal for wrapping medium-to-large-sized, non-fragile items and those that may require moisture absorption.
Non-newspaper Crumpled Kraft Paper
Used primarily as a void-fill material for light-to-medium-weight, non-fragile items and items that are suitable for such packing materials
To enhance performance, it is recommended that the paper be tightly crumpled
Use at least four inches of paper around and between the contents
Ensure that there is at least four inches of packing on all six sides of the box
Clothing, blankets, and pillows are not proper cushioning materials


3. Close it securely
Proper closure is just as important as adequate cushioning.
To close a box securely, apply three strips of tape to both the top and bottom of the box, so the middle and two edge seams are sealed. Use a strong tape such as the types described below:

Pressure-sensitive plastic or nylon-reinforced tape


Use a tape at least two inches or more in width
Generally, the easiest, most convenient tape to use. It is versatile because it will adhere without water and can stick to a variety of surfaces and shapes


Water-activated reinforced tape


Use 60-pound grade tape at least three inches wide
Reinforced fibers in the tape provide additional strength, making it less susceptible to splitting or tearing.


Caution: Adhesion to the container may be affected by elements such as high humidity, wetness of tape, or dust.

Do not use masking, cellophane, duct, or water-activated paper tapes; also, do not use string or paper over-wrap.

From the original post:

"The agent further claimed that bike boxes were designed to be transported en mass on pallets and that they were unsuitable for standard shipping."




If this is true, then as a matter of policy, it should very well be known to UPS. So if they took this bike and payment to transport it knowing it violated their insurance policy, they should be able to be held liable for the damage.

To the original poster... first off, I do feel bad for you, but there is one thing you said that left a bad taste in my mouth... it was the part about claiming the damage for $1500 only to have the seller reimburse you with an $800 frame. You even claimed it was far shy of the insured amount, and that you and the seller "formulated a plan" what did you plan to do, defraud UPS? That's how that made it sound to me.... I really hope that just came out bad as typed text and that is not really your intent. Also, how are you sure that if you race that frame, the frame will fail? You sound quite sure about that.... truth is it is just speculation. Am I saying it's irrational to think that, no, but you certainly can not be sure of it either.

Regardless, you need to get yourself an attorney to deal with this. Find someone who deals with denial of insurance claims and let them fight this one out. You are going to be well over your head on this one unless this is what you do for a living. The insurance department has a legal department and they are well trained in how to handle your claim. They stated (and I hope you were smart enough to get the denial of claim report in writting) that your bike was to be shipped on a pallet.... if UPS did not do so, you MAY have a negligence claim. But I am not a lawyer nor an insurance adjustor, so see an expert about it before you take my advice.

The guy got insurance right? So, what difference does it make if the UPS claims that the damage is due to the shipper not packing it adequately? Sounds like UPS is trying to frustrate the guy into accepting a lower amount for damages.

To the new owner of the bike, I feel sorry for you dude, but you gotta fight this one. There are times where you get the total raw end of the stick in life, but you gotta do whatever you can not to let them get away with this.

I personally know someone who works for UPS and he often sees crushed packages come through for delivery. Partially, this is due to improper packaging, but also partially due to the fact that people don't realize what the package goes through for shipping. Space means money for UPS, or any shipping company for that matter, so the more packages you can cram into one space, the better. Yours just might end up on the bottom of a pile stacked up in a 1 ton truck, so it has to handle that sort of stress. Not trying to blame anyone here, just pointing out the fact that most people only pay attention to the pick-up and drop off vehicles/methods, and neglect to think about what occurs in between.

One question with bike shipping, has anyone ever tried building a cheap wooden box out of 2x4s and plywood for shipping bikes? Would be more expensive because of the weight, but should be a heck of a lot sturdier than cardboard. I know when we used to ship equipment internationally, this was the way we always did it.

but there is one thing you said that left a bad taste in my mouth... it was the part about claiming the damage for $1500 only to have the seller reimburse you with an $800 frame. You even claimed it was far shy of the insured amount, and that you and the seller "formulated a plan" what did you plan to do, defraud UPS?

You misinterpreted what I said. We only want UPS to pay for the repair -- in this case, a new frame. We aren't looking to get the $1,500 insured value, only the $750-$800 for the new frame.

You misinterpreted what I said. We only want UPS to pay for the repair -- in this case, a new frame. We aren't looking to get the $1,500 insured value, only the $750-$800 for the new frame.


Good, I was hoping it was only that. Like I said, it just seemed to come out bad as typed word. Sometimes it's very easy to apply negative tone to text posts because there is no spoken tone in them. It's good to hear I was way off the mark on that one, but it sure did sound funny as written.