Shipping an R&M Delite direct to customer

Mike Owen

New Member
First up: I hope all in this community and your loved ones stay safe and in good spirits through this crazy challenging time.

I want to interrogate your experienced minds about shipping a new R&M Delite direct to customer from bike retailer. I see this is fairly commonplace in the States but not the norm here in England.

I have a Delite Rohloff GX on order. Build week last week (w/c 9 March). My retailer previously said expect it a couple of weeks later. I fear in that time frame here in England troops maybe on the streets preventing me from travelling the 100 miles to the shop to get it! It appears that’s already fact in Spain and France and Italy. And in any case keeping distance in any situation is preferable right now.

Before contacting the store to explore shipping the bike direct to me, I wanted to check with you folks:

1. What is the packaging method used direct to customer: original R&M box?; on a pallet?; strapped upright or flat?

2. Do retailers use specialists to ship these bikes or just a regular pallet network?

3. Does retailer always take bike out of box to check and re-package or can the unopened box be shipped straight onward?

4. Building the bike, just a matter of: fixing the pedals; straightening the bars; other checks?

5. Is the retailer legally obliged to check over the bike or can it remain safe and secure in original packaging?

6. Any other issues you can think of.

Hopefully shipping direct to customers is something that can become more common over this year... it could help sustain retailers and the bike industry, and keep more folk healthy and smiling.


Keep 🙂

Keep 🚲

Keep your distance
 

Chris Nolte

Well-Known Member
Mike,

I hope you’re staying safe and sane through all this. Congrats on your second bike. Unfortunately R&M can’t ship direct to customers and the bikes do require some final assembly before delivering to the end consumer. There is probably some insurance liability issues here as well.

I listed some responses below.

1. What is the packaging method used direct to customer: original R&M box?; on a pallet?; strapped upright or flat?

The box we get it in is really intended for one shipment as most boxes are. They should use another box, but most retailers don’t have them on supply. We custom order them for this purpose. Usually you wouldn’t use a pallet for one bike.

2. Do retailers use specialists to ship these bikes or just a regular pallet network?
They can’t go through small package carriers due to the size. It would usually ship freight. In the U.K. there might be more options for fully assembled hand delivery

3. Does retailer always take bike out of box to check and re-package or can the unopened box be shipped straight onward?
They are required to.

4. Building the bike, just a matter of: fixing the pedals; straightening the bars; other checks?
Pretty much. If it’s shipped in a large box with the wheels on.

5. Is the retailer legally obliged to check over the bike or can it remain safe and secure in original packaging?
We are legally obligated

6. Any other issues you can think of.
i think that’s pretty much it.

I hope this was helpful. Please stay safe and I hope you get your bike soon. R&M is still working and they are doing some amazing things to manage the logistics in these challenging times.
 

Alaskan

Well-Known Member
shipping questions
MIke. I have had four ebikes shipped to me over the past few years. My experience with retail delivery in the USA is as follows:


1. What is the packaging method used direct to customer: original R&M box?; on a pallet?; strapped upright or flat?

Original R&R box or some other bicycle brand shipping box, not on a pallet or strapped other than normal packing tape. Upright (but I did not see it inside the truck)

2. Do retailers use specialists to ship these bikes or just a regular pallet network?

All bike were shipped using Fed Ex normal retail shipping

3. Does retailer always take bike out of box to check and re-package or can the unopened box be shipped straight onward?

The retailer completed assembly of the bike and then removed the pedals and handlebar & front wheel, repacked the bike with foam padding to protect frame and paint and shipped it to me.

4. Building the bike, just a matter of: fixing the pedals; straightening the bars; other checks?

Pedals, front wheel and handlebars were about all that was needed upon arrival.

5. Is the retailer legally obliged to check over the bike or can it remain safe and secure in original packaging?

I am not an attorney so I cannot address the legal aspect. I expect my retailer to assemble, check and inspect the bike fully before shipping it to me.

6. Any other issues you can think of.

I always open the box immediately, while the shipper is present, to inspect for any damage from mishandling during shipping.
 

TMH

Well-Known Member
I've had a few bikes delivered recently (U.S.) and there has been a lot of variability in the answers to your questions (depends on the bike's manufacturer (direct to consumer or through retailer) and the individual retail store's policy. Some bikes have been pre-checked before shipment, others not. Some have come in their original box, some have not. Some have come through specialized carriers, some through FedEx or UPS.

I wonder how soon the lock-downs will impact common carriers, or whether they are generally considered 'essential services.' Or whether there will be short term regulations that only essential supplies can be shipped (although who knows how that would be managed - probably would have to be done at the point of retail sale - can't take the order and ship to customer unless on the 'essentials' list?)

I'm getting a bike delivered today via UPS. Maybe just in time as my county goes into a 30 day lockdown today at 5:00 pm.

Everyone stay safe and healthy. My county's lockdown does allow going outside for exercise, including bicycling. Woo-hoo!
 

smorgasbord

Well-Known Member
3. Does retailer always take bike out of box to check and re-package or can the unopened box be shipped straight onward?
They are required to.
Is this a government-legal-required check, or a manufacturer-required check?

I believe that an eBike I received from an online seller was packaged up in the Taiwanese factory and sent to the US-based location, who then simply resent to me. For companies like Juiced, which own their own overseas factory, why do they have to build the bike twice (once at the factory, then disassembled for shipping, and then rebuilt in the US, then re-disassembled for shipping)?

I understand that a company like R&M might prohibit wholesale drop-shipments since part of their brand appeal is purchase and support through a LBS, but is that also a US government required aspect?
 

Mr. Coffee

Well-Known Member
Things are changing with insane rapidity right now and it would be extremely wise to keep an open channel with the bike shop about what their status is.

I have literally received the following sequence of emails from multiple businesses I am a patron of, including at least one bike shop):
  • Day one: We are still open with limited hours and with restrictions
  • Day two: We are open by appointment
  • Day three: We are not taking appointments
  • Day four: We are closed
So things can change very rapidly.

Unless you are a well-equipped bicycle mechanic you probably also need to find a bike shop very close to you. There are a lot of service items (most notably the hydraulic brakes) that really ought to be at least inspected after 800-1000km. Given the way things are going you might not get back to the dealer for quite some time.
 

Mike Owen

New Member
Thanks everyone for such a quick and thoughtful response. Really heartening.

Sounds like in the States you have this delivery to customer option well figured. My retailer part building and checking the bike then repackaging and finding a suitable courier, all makes me a little nervous - when I suspect this is not something they do every day. I could be wrong, I still might sound them out, armed now with your added knowledge. It could be the only option by then.

This is a horrible situation and I don’t mean for me, I mean for the retailers and makers who have massive responsibility for self, family, workforce and future.

Like several have said, this is dizzying daily. One minute things seem on a set path, the next everything seems turmoil.

Politics aside, UK Prime Minister Boris is being measured and balanced. Likewise Mark Rutte in The Netherlands. For now Spain and France have adopted a harsher regime. The UK is a little behind the curve of infections compared to the other larger European nations. That’s good but also really scary - we can see the total collapse of normal right next door. And it’s coming our way - fast.

If swathes of the planet end up in a lockdown for most of this year we must find positive actions we can make:

- being lucky enough to have the freedom to ride would be wonderful (no such luck in Spain, Italy, France, I think?).

- it may sound icky, but I think we have to support the eBike industry. We have to keep buying stuff. Without their ideas, energy, risk taking and commitment over years, we wouldn’t have these fab machines to pedal. In the circumstances online/at arms length is the only option. Lets all try and buy something! I’m sure everyone can think of their own particular eBike hero they would like to support.

Sorry to ramble on and veer off topic.

Actually rambling on here right now IS therapy! Thanks EBR. Thanks Court.


Keep rambling 🙃

Keep buying

Keep your distance
 
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Mike Owen

New Member
MIke. I have had four ebikes shipped to me over the past few years. My experience with retail delivery in the USA is as follows:


1. What is the packaging method used direct to customer: original R&M box?; on a pallet?; strapped upright or flat?

Original R&R box or some other bicycle brand shipping box, not on a pallet or strapped other than normal packing tape. Upright (but I did not see it inside the truck)

2. Do retailers use specialists to ship these bikes or just a regular pallet network?

All bike were shipped using Fed Ex normal retail shipping

3. Does retailer always take bike out of box to check and re-package or can the unopened box be shipped straight onward?

The retailer completed assembly of the bike and then removed the pedals and handlebar & front wheel, repacked the bike with foam padding to protect frame and paint and shipped it to me.

4. Building the bike, just a matter of: fixing the pedals; straightening the bars; other checks?

Pedals, front wheel and handlebars were about all that was needed upon arrival.

5. Is the retailer legally obliged to check over the bike or can it remain safe and secure in original packaging?

I am not an attorney so I cannot address the legal aspect. I expect my retailer to assemble, check and inspect the bike fully before shipping it to me.

6. Any other issues you can think of.

I always open the box immediately, while the shipper is present, to inspect for any damage from mishandling during shipping.
Thanks Mister Alaskan. Your responses are always measured and comprehensive and full of passion 👍

Like Chris says... stay safe and sane.
 
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Mike Owen

New Member
Mike,

I hope you’re staying safe and sane through all this. Congrats on your second bike. Unfortunately R&M can’t ship direct to customers and the bikes do require some final assembly before delivering to the end consumer. There is probably some insurance liability issues here as well.

I listed some responses below.

1. What is the packaging method used direct to customer: original R&M box?; on a pallet?; strapped upright or flat?

The box we get it in is really intended for one shipment as most boxes are. They should use another box, but most retailers don’t have them on supply. We custom order them for this purpose. Usually you wouldn’t use a pallet for one bike.

2. Do retailers use specialists to ship these bikes or just a regular pallet network?
They can’t go through small package carriers due to the size. It would usually ship freight. In the U.K. there might be more options for fully assembled hand delivery

3. Does retailer always take bike out of box to check and re-package or can the unopened box be shipped straight onward?
They are required to.

4. Building the bike, just a matter of: fixing the pedals; straightening the bars; other checks?
Pretty much. If it’s shipped in a large box with the wheels on.

5. Is the retailer legally obliged to check over the bike or can it remain safe and secure in original packaging?
We are legally obligated

6. Any other issues you can think of.
i think that’s pretty much it.

I hope this was helpful. Please stay safe and I hope you get your bike soon. R&M is still working and they are doing some amazing things to manage the logistics in these challenging times.
Special shout out Chris. You are number 1. You even beat the famous Alaskan fella by a whole 2 minutes 🤣

Jeez, mate. You must have your hands full at the minute with family, team and two outlets to find miracles for. And you still made time for a detailed, kind and personable reply on here. Thank you, thank you, thank you.

staying safe and sane through all this

Yes. Really trying to stay safe. Talking to folk through glass and touching anything like it’s covered in dog do is just plain weird. And the constant wall to wall doom and constant what happens next (?) is doing my head in.
And I’m really really lucky - what about those poor souls who are truly suffering.

The whole thing is like a nightmare after too much cheese. And the imminent arrival of a Chilli Matt Rohloff dream machine just makes it even more bizarre and weird. I fully expect the E14 clicker will bark and giggle at every up and downshift, just to make the hallucination complete.

I so much hope you and your team can soldier through this. The UK seems to be trying to help it’s businesses. Hope DC, Albany and Sacramento have got your back.

As I’ve encouraged above, going forward we should all be supporting Propel and all the other Propels around the world. Really hope you all flourish in the new world of arms length trading.

To that end, I fancy a wireless dropper post for the Load. Wonder if there’s a shop in New York or So Cal that could supply me one? I’ll have a look.

Perhaps it’s soon time for a new release on the youtube channel “How to trade with your bike shop in the lockdown world”. I notice BikeShopGirl has got it sussed.

Take care Chris and Chris’s crew and Chris’s loved ones.


Apologies for the usual ramble. For me it’s therapeutic 🙄. Especially right now.

And apologies to everyone else for this being a Mike and Chris chat room. Cut me some slack... exceptional times.
 
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webcurl

Active Member
Mine was checked at Dealer, extra things put into same R&M box and trucked 800km+ within Australia via road freight, standing up, not on a pallet.
All i had to do for assembly was pedals & adjust head stem.
I think i have the record on these forums for the most further away dealer! :)
 

Stefan Mikes

Well-Known Member
Mine was checked at Dealer, extra things put into same R&M box and trucked 800km+ within Australia via road freight, standing up, not on a pallet.
All i had to do for assembly was pedals & adjust head stem.
I think i have the record on these forums for the most further away dealer! :)
@Mike Owen, I had a similar situation with a delivery to Poland from Czech Republic as @webcurl had with his bike in Australia, only mine was not an R&M. The purchase was directly from the manufacturer who inspected the bike before the shipment. A large box with a nicely packed bike, the handlebars with the cables packed separately and attached to the frame by tape, the front wheel and pedals off. The actions to re-assemble the bike were very simple: mount the front wheel, attach the handlebars, attach the pedals. Adjust the handlebars, adjust the saddle height, inflate the tyres. Ah, charge the battery and place it where it belongs. Store the battery lock keys.

I'm pretty sure the delivery of any bike bought online looks similarly. Here is an instruction video for Lovelec bikes setup. I must admit watching that video made me sure I trusted that company before I bought my first e-bike (the next e-bike I bought was prepared for riding by a Specialized local bike shop).

The video is in Czech but just watching that will make it clear how the things are done in the industry.

It is good to ensure you would have a good LBS around to inspect and fix your R&M whenever necessary. The first inspection should happen after 200 miles ridden. As your R&M will be equipped with a carbon belt and Rohloff (which require almost no service I think), you may skip the inspection and inspect the bike yourself with special care to tighten any loose screw.
 

Chris Nolte

Well-Known Member
Special shout out Chris. You are number 1. You even beat the famous Alaskan fella by a whole 2 minutes 🤣

Jeez, mate. You must have your hands full at the minute with family, team and two outlets to find miracles for. And you still made time for a detailed, kind and personable reply on here. Thank you, thank you, thank you.

staying safe and sane through all this

Yes. Really trying to stay safe. Talking to folk through glass and touching anything like it’s covered in dog do is just plain weird. And the constant wall to wall doom and constant what happens next (?) is doing my head in.
And I’m really really lucky - what about those poor souls who are truly suffering.

The whole thing is like a nightmare after too much cheese. And the imminent arrival of a Chilli Matt Rohloff dream machine just makes it even more bizarre and weird. I fully expect the E14 clicker will bark and giggle at every up and downshift, just to make the hallucination complete.

I so much hope you and your team can soldier through this. The UK seems to be trying to help it’s businesses. Hope DC, Albany and Sacramento have got your back.

As I’ve encouraged above, going forward we should all be supporting Propel and all the other Propels around the world. Really hope you all flourish in the new world of arms length trading.

To that end, I fancy a wireless dropper post for the Load. Wonder if there’s a shop in New York or So Cal that could supply me one? I’ll have a look.

Perhaps it’s soon time for a new release on the youtube channel “How to trade with your bike shop in the lockdown world”. I notice BikeShopGirl has got it sussed.

Take care Chris and Chris’s crew and Chris’s loved ones.


Apologies for the usual ramble. For me it’s therapeutic 🙄. Especially right now.

And apologies to everyone else for this being a Mike and Chris chat room. Cut me some slack... exceptional times.
Thanks so much Mike! We’re going to get through this together even if virtually and while we are physically distant which is a bit ironic.

I always appreciate your support. Let me know if there is anyway I can assist you. I’m sure you’re going to love your new bike. I think I’m going to go out for a ride on my Delite today actually. This one will be a mountain though. It doesn’t feel so weird when you’re in the mountains. Being in the city with no people is a little eerie.

We could definitely get you a wireless dropper, but it seems some retailers have them on a pretty good discount online. With the limited flights international shipping is a little funky too.

Good idea about making a video on how to do business with bike shops in these strange times. I actually just posted an open letter in the news section on our strategy going forward.

Stay safe my friend.
 

Mike Owen

New Member
Hey Chris. Thanks for the encouraging message. Sorry not replied sooner... stuff seems a bit chaotic these first few days of lockdown, and I’m not even trying to work!

Sounds like you have got the ship steadied for now, but no doubt new issues constantly rearing up.

Hope that urban wilderness ride was calming. Only got the Brompton eBike here at the moment. The Load is trapped 120 miles away at my brothers on the East Coast. But he and his fab pooch are staying here in the West for the duration. These new restrictions prevent shifting it.

Cheers for considering the seatpost supply. Yup, the Magura Vyron eLECT seems pretty well discounted on sites over here. Still think it’s payback time for all those great youtubes and sound advice you give all and sundry. Will mail you direct through Propel.

Best wishes to you and your crowd. Hope you are all still staying strong in this uncertain new world.


Thanks so much Mike! We’re going to get through this together even if virtually and while we are physically distant which is a bit ironic.

I always appreciate your support. Let me know if there is anyway I can assist you. I’m sure you’re going to love your new bike. I think I’m going to go out for a ride on my Delite today actually. This one will be a mountain though. It doesn’t feel so weird when you’re in the mountains. Being in the city with no people is a little eerie.

We could definitely get you a wireless dropper, but it seems some retailers have them on a pretty good discount online. With the limited flights international shipping is a little funky too.

Good idea about making a video on how to do business with bike shops in these strange times. I actually just posted an open letter in the news section on our strategy going forward.

Stay safe my friend.
 

Mike Owen

New Member
Happy ending.

Despite lockdown and being 3 hours of prohibited driving from my bike shop, it’s arrived.

What. A. Machine. Wow.

Good on R&M for continuing to produce amazing eBikes in difficult circumstances.

Good on Cycle Heaven, York UK and particularly co-founder Piers for operating in let’s face it scary conditions.

And good on Alastair their senior mechanic who while furloughed because his daughter is vulnerable to infection, gave up his day to drive the Delite Rohloff to my door.

Perhaps 100s of people contributed to achieving this. Thank you all. I’m a lucky lad.

And thank you those on here who helped put my mind at rest. 👍

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Hi Mike , just catching up on the forum and checked into see how you were doing , serious that awesome machine looks to clean and is screaming out for a long tour ? :cool: love the colour , excellent service i might add from the guys in York especially during these hard times , hope to see you and your bro on the coast when things improve .
 

Mike Owen

New Member
Hi Mike , just catching up on the forum and checked into see how you were doing , serious that awesome machine looks to clean and is screaming out for a long tour ? :cool: love the colour , excellent service i might add from the guys in York especially during these hard times , hope to see you and your bro on the coast when things improve .
Thanks Mountaindweller. Yup, too clean. Shame to get it mucky. But this Lockdown clean air and little rain is keeping it looking good. We are doing fine over here in the west, although seems Barrow is one of the UK hotspots... keeping away! Hope you are getting plenty of NY Moors miles in, now that we can all exercise all day. I guess your Croatia epic is looking iffy this summer. Hope you work out some alternative... Saltburn - Hull - Holland - R&M factory pilgrimage - and back?