Frequently Asked Questions

View International FAQs

Does the weight of my bag(s) or travel case(s) matter?
I'm not receiving the emails I expect from Sports Express. Why is this?
Why do I need to enable session cookies?
Does Sports Express offer gift certificates?
When I reach the end of my order, I can't check out. What's happening?
How does Sports Express® work?
Who should I contact with questions about my delivery order?
How can I reach a Sports Express Travel Concierge™?
Do you offer delivery to countries outside the U.S.?
Can I have my stuff delivered to or from Hawaii/Alaska overnight?
How far in advance should I make my reservations?
I need a RUSH delivery! What can I do?
The item or service I want quoted isn’t on the Quick Quote list. How can I get a quote?
What about round-trip travel, or multi-leg trips to more than one destination?
I’m sending my luggage and sports equipment to a hotel or resort. Where do I specify the name of the hotel or resort?
What are Luggage Tags and do I need them?
What type of travel cases do I need to have my sports gear or luggage delivered?
Does Sports Express pack my luggage or equipment?
How should I prepare my packed bag(s) / travel case(s) for pickup?
Should I use clothes or other items as padding for my skis or other sports equipment?
What if I’m not going to be home at the scheduled pickup time?
Am I required to fill out a label?
Can I have my gear or luggage picked up or delivered on weekends?
I work at a large company or in a large office building. Can I schedule a pickup at work?
Does Sports Express offer insurance coverage?
I want to have my skis or snowboard tuned and waiting for me when I arrive. Can Sports Express arrange this?
What happens if my delivery order is delayed?
What happens if my delivery order is damaged?
Is a signature required for delivery?
By what time is my delivery guaranteed?
Is my equipment in a Sports Express-approved travel case?

Sports Express can deliver any package that is less than 150lb and the total girth of the package is less than 165" (Length + 2*Width + 2*Height). Sports Express delivery prices are based on both the size and actual weight of each item, whichever is greater. Items listed in our equipment drop-down are standard sizes for specific sporting and luggage pieces; however, we can accommodate items that are of different dimensions and weight through custom quoting.
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Sports Express responds to all customer inquiries within two business hours. (6 am - 6 pm MST, Mon - Fri, 8 am - 3 pm Sat and Sun). Sports Express also offers optional, personalized email notifications for up to five different events. If you do not receive an email from Sports Express that you expected to receive, please check the four categories below.

1.) Enable email notifications. You may not have the email notifications enabled. Login to SportsExpress.com and click on "My Notifications". Here you can verify that the right boxes are checked to receive the emails you want.
2.) AOL users: If you are an AOL user, it's possible that AOL's email program has mistakenly classified Sports Express email as spam. Check your mailbox. AOL has a "spam folder" which you can access from the "Manage Folders" file heading. In this folder you may find the email you expected to receive. If so, select the email and click the "This is not spam" button at the bottom of the window. This will ensure that you don't have this problem with our emails again!
3.) EarthLink users: If you are an EarthLink user, it's possible that EarthLink's email program has mistakenly classified Sports Express email as spam. Check your mailbox. EarthLink has a "Suspect Email" folder which stores such emails for 14 days. From this folder, select the email and forward it to your inbox.
4.) Yahoo users: If you are a Yahoo! email user, it's possible that Yahoo's email program has mistakenly classified Sports Express email as spam. Please check this folder for notifications you are missing. To modify your spam settings, go to Options and then Spam Protection (you can also use Filters to keep emails from going to your Spam folder). Occasionally, Yahoo email customers have also reported delays of up to 8 hours to receive notifications from Sports Express. To receive a notification sooner, we recommend providing us with a different email address for your profile.
5.) The problem can't be traced to any of the above. If this is the case, please call a Sports Express Travel Concierge at 800.357.4174 for assistance.
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In order to create a profile, book travel schedules and purchase products on the Sports Express web site you need to have session cookies enabled on your web browser. Session cookies are enabled by default. Unless you have purposefully disabled session cookies you probably won't need to make changes to your current configuration. For more information on how to enable session cookies, click here. Session cookies allow us to associate your travel and product selections with your specific browser session. Unlike permanent cookies, session cookies expire when you close your browser. Sports Express does not write permanent cookies to your hard drive.
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Yes! What could be better than giving the gift of travel ease and convenience? Sports Express offers gift certificates in $25 increments, from $50 up to $1000. Gift certificates can be redeemed for delivery services, the purchase of travel cases and all other retail items offered by Sports Express. Choose from an Email Gift Certificate, which is emailed to the recipient with a personalized message from you (view sample) or Sports Express will mail the recipient a Gift Certificate, attractively presented in gift card holder with a personalized message from you. To give the season’s most unique gift for travelers, click here.
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If you are getting an error at the end of the order process, one of two things may be happening. Sports Express verifies credit card information with the billing address. If your profile address is not the same as your billing address, please hit the back button and update your billing address on the credit card page. If your billing address is correct, your bank may be declining the transaction for another reason, such as insufficient funds. This can be corrected by entering a new credit card number or contacting your credit card company. If you believe you are receiving an error for another reason, please call a Travel Concierge at 800.357.4174 and we would be happy to assist you.
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Sports Express will pick up your sports equipment and/or luggage at your home or office, and have it delivered to your hotel, resort or other destinations in the United States or select countries. With our simple online booking procedure, enter information about your required pickup and delivery dates and locations, and Sports Express will arrange for everything to happen on schedule. Sports Express works with FedEx and UPS to make sure your items arrive at your destination on time, guaranteed. Personalized fax and/or email notifications will be sent to you and your destination, keeping you informed. Sports Express Travel Concierges are also available seven days a week to help with your delivery order.
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To ensure the most rapid response to any question or concern pertaining to your Sports Express order, please contact Sports Express directly. Calling a carrier directly, such as FedEx or UPS, may hinder Sports Expres’ efforts to address your concern.
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Travel Concierge hours are 6 a.m. to 6 p.m. (Mountain Time) Monday through Friday, and 8 a.m. to 3 p.m. on Saturday and Sunday. Travel Concierges can be reached at guestcare@SportsExpress.com, or at 800.357.4174.

If you require assistance after hours, please leave a voice message in the general mailbox, and a Travel Concierge will get back to you as soon as possible.
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International deliveries are offered to a constantly expanding list of destinations. For the most current list, please visit our International Quick Quote here.

For more information view the International FAQs.
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Sports Express can have you gear delivered to or from Hawaii/Alaska as fast as Priority Overnight. NOTE: If delivery is to or from the western Hawaiian islands, or rural Alaska, or between those locations and the eastern U.S., Priority Overnight may take up to 2 days. Please take this into account when scheduling pickup and delivery dates. To obtain specific information regarding your pickup and/or delivery locations please contact a Sports Express Travel Concierge at guestcare@SportsExpress.com or 800.357.4174.
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Sports Express offers Priority Overnight, Standard Overnight, two- and three-day air. To ensure the widest range of service options for your order*, we recommend booking at least five business days prior to your required delivery date. Sports Express also requires a delivery date at least one business day prior to your arrival.
*Service options may vary by availability and location.
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Sports Express offers delivery options as fast as Priority Overnight. This allows us to complete some rush deliveries in as little as 24 hours. Please contact a Sports Express Travel Concierge for more information.
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Custom quotes are available in the Start Order process. By using this process, you are not committed to the order until after you've entered your credit card information. First click "Start Order" and choose "One-Way". On the next screen, enter your specific pickup and delivery address information and hit Continue. The next screen is the Equipment page. Scroll all the way to the bottom of the page and click the box that says, "I need to add gear bags, luggage or other sports equipment" and hit Continue. This will bring up a small box where you can manually enter a description of your item. You will be prompted to enter the weight and dimensions of your custom item. When done, hit Continue. As the final step, choose the delivery date when you would like your item to arrive. After a couple moments, a custom quote will appear with all of the service options that are available based on the information you provided. You may continue at this point to complete an order, or simply exit out of your browser if you don't wish to book. NOTE: By using "Quick Quote" or "Start Order" to obtain rates, you are not committing to an order. You will not be committed to an order until you enter your payment information.
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One of the many advantages of using Sports Express is our ability to schedule all the necessary pickups, deliveries and notifications for your round-trip or multi-leg delivery order. Do you have different items going to different destinations? Do you have items going from several locations to one or more destinations? No problem. Sports Express will arrange it all, saving you time and providing you with peace of mind. Click on “Start Order” to obtain rates for these types of orders. If you have questions about your delivery order, please contact a Sports Express Travel Concierge at guestcare@SportsExpress.com.
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Enter the name of the hotel or resort you’re staying at in the Name or Company Name field of the destination. Enter your name in the Contact Name field, preceded by the word “Guest”, (i.e. Guest J Brown). Do not use commas, periods or other punctuation marks.
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Luggage Tags are large plastic tags that attach the airbill to your bag and/or case. Sports Express will request that the carrier bring them to the pickup location. Please also be sure to have your own separate ID on each piece.
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Luggage
Sports Express does not provide boxes or package your travel case or luggage any further than what you have provided. Sports Express does not accept liability for wear and tear damage sustained to travel cases or luggage. The purpose of your travel case is to protect the contents. Minor damage, though rare, could occur during transit. If your suitcase is fragile, or if wear and tear is of a particular concern, Sports Express recommends you put your luggage into a box.

Sports Equipment
Sports Express does not handle the packaging for any item(s). Sports Express recommends that you use a hard-sided or soft-sided padded travel case for your equipment. Sports Express does not accept liability for damage that occurs in cases that are not Sports Express-approved. Although it is acceptable to use a soft-sided non-padded case or a cardboard box for transport of your equipment, Sports Express will provide only loss insurance for equipment in this packaging.

If you do not already have a travel case for the items you wish to have delivered, Sports Express has carefully selected some of the best hard- and soft-sided travel cases from top manufacturers for golf clubs, skis, snowboards and bicycles. Click here for more information about travel cases to purchase. If you do not have box, case, or travel bag, or have questions regarding durability, please contact one of our Travel Concierges at guestcare@SportsExpress.com or 800.357.4174.
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No, but if you need advice on preparing sports equipment or other items for delivery, our experienced Travel Concierges are glad to assist you with any travel- and packing-related questions. Sports Express does not provide boxes or package your travel case or luggage any further than what you have provided. Therefore, equipment or luggage should be packed and ready for delivery on the day of your scheduled pickup. Protective travel cases for golf clubs, bikes, skis and snowboards can be purchased online or from a Sports Express Travel Concierge.
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Always have your own identification tag on each bag / travel case. For added protection, also place identification inside each bag / travel case. Secure closed bags / cases with a TSA lock or plastic zip tie. If you are using a soft-sided case or nylon travel bag, place some padding around your skis or similar items, but be careful not to overstuff.
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Sports Express recommends using towels or other non-essential items to pad skis or other equipment. Do not use ski jackets or other clothing for this purpose. Be careful not to overstuff bags or soft-sided cases.
NOTE: Sports Express cannot accept liability for the loss, damage or delay of clothing packed with sports equipment.
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Items can be picked up according to the special instructions you provide to Sports Express, including items to be left on a porch, or other accessible areas, for pickup.
NOTE: Sports Express cannot accept liability for the loss or damage of any item left unattended prior to pickup.
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No you are not required to fill out airbills. For Express deliveries a pre-printed airbill will automatically be sent to your profile email address 24 in advance of the pickup. Sports Express can also fax the airbills or email them to an alternative address For pickups at a hotel of business, Sports Express will contact them the day of the pickup to get them all of the necessary paperwork
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Depending on your origin and destination, Saturday pickup or delivery may be available. The additional fee is $15 per bag and will be reflected in the order total. Saturday delivery is available for overnight express and two-day air service only. If Saturday pickup is available from your origin, you can use any express service type (3-day, 2-day, overnight, or overnight express). To find out if Saturday service is available, contact one of our Travel Concierges at guestcare@SportsExpress.com or 800.357.4174.
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Carriers typically make one pickup at large office buildings, usually at a mail room or central shipping and receiving. Find out where in your building your selected carrier makes its pickup. Then let the shipping clerk or appropriate contact know about your prepaid, scheduled pickup, and make sure that your prepaid airbill is attached to your bag. If you have any additional questions, please contact a Sports Express Travel Concierge.
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Sports Express does not accept liability for certain fragile items including, but not limited to, electronic equipment, musical instruments, antiques, and artwork. If you have any questions, please contact a Sports Express Travel Concierge at 800.357.4174.
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Sports Express offers $500.00 in free insurance for each item. Additional insurance is available for $1.20 per $100.00 of coverage, up to $5,000.00. For the safe delivery of your items, Sports Express requires that you use a Sports Express-approved travel case for your items. Sports Express does not accept liability for damage that occurs in cases that are not Sports Express-approved. If you have any questions regarding travel cases or how to pack your sports equipment, please contact a Sports Express Travel Concierge at 800.357.4174.

For complete information, please review Terms and Conditions.

In many locations, Sports Express has teamed up with ski and snowboard shops that will tune your equipment to local conditions and have it waiting for you when you arrive. All of our partner shops offer high-quality service and are located within a short walk of the slopes. Simply let one of our Travel Concierges know that you are interested in taking advantage of this convenient “Waxed N’ Waiting” delivery option.
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Due to Sports Express' ability to "flag" orders that may have fallen behind schedule, and take corrective action, delayed orders are a rare occurrence, but sometimes despite our best efforts they can still occur. If an order is delayed, our Travel Concierge staff will provide support and make arrangements to minimize any impact to your travel experience. The Terms of Use Agreement spells out our policies and guarantees.
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Claims for lost or damaged items must be made within 48 hours of the scheduled delivery day. You will be asked to keep all original packaging. Please direct any damage or lost items claims to any Sports Express Travel Concierge at 800.357.4174.
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For deliveries to business, a signature must be obtained or else your packages won't be delivered. For deliveries to residences, in the order process you will be given the option to authorize a signature release (meaning, you would like your items to be left without obtaining a signature if no one is home at the time of delivery). Please be advised that this is not a guaranteed service. It is ultimately the driver’s discretion whether to leave your items and as to the exact location where they will be left. Sports Express does not accept loss liability for any items delivered with a signature release waiver.

If you would like to require a signature upon delivery to a residence, please add at least $500 of insurance coverage to each item in your order. If no one is at delivery address at the time of delivery, the carrier will make three attempts and leave an attempted delivery notice daily.

For ECONOMY GROUND orders: Items are typically left without requiring a signature, regardless of value. If you would like to require a signature for your order, we recommend upgrading the service to Express.
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With the exception of Economy Ground service (Economy Ground service is offered on a limited basis), deliveries are guaranteed. Deliveries are guaranteed at different times depending on the type of destination and the service type chosen. If you will need your item(s) prior to the times printed below, please plan your delivery to occur one day prior to when you'll need your item(s). Please use the chart below as a reference:

Sports Express approves many different travel cases for transport. A complete list of approved travel cases for different types of equipment can be found in Terms of Use. Commonly used travel cases for which Sports Express accepts liability damage and loss liability are listed below. If you have questions about whether your travel case is acceptable, check Terms of Use or call a Sports Express Travel Concierge at 800.357.4174 to verify.

• ClubGlove soft-sided & padded golf case
• Sweetspot hard-sided golf case
• Sportube hard-sided ski/snowboard case
• Santa Monica hard-sided surfboard case
• Crateworks hard-sided bike case
• Trico Ironcase hard-sided bike case
• Tri All 3 Sports hard-sided bike case
• Performance hard-sided bike case
• Serfas hard-sided bike case
• Thule hard-sided bike case
• Bike Pro hard-sided bike case
• Sci Con hard-sided bike case
• Aircaddy hard-sided bike case
• B&W Bicycle Transport hard-sided bike case