Bikes are loaded on to trucks or trailers with moving blankets protecting each bike. We alternate bikes to accommodate handlebars and pedals. Bikes are packed in a tight and “nesting” manner to avoid damage created from the motion of travel.
Where do I drop off my Bike?As soon as Drop off locations are determined, they will be listed on the website. ACE Ride will send an email approximately two weeks prior to drop off date to provide any additional information you may need to drop off your bike. In rare instances, we are required to alter drop off locations or dates and we will notify you in advance in such cases.
How much does it cost to ship my bike?Prices vary depending on date, location and service requested for your specific bike transportation needs. All prices are posted on the ACE Ride website. Prices increase on specific dates, which are clearly indicated in the registration area of the web site.
Where does my bike go when I drop off with ACE Ride to ship?Bikes remain securely stowed on trucks once they are loaded. Bikes may be transferred from truck to truck depending on shipping routes and patterns, however, no bikes are removed from trucks prior to delivery at destination for any reason other than to transfer to another ACE Ride transport truck.
What if I forgot my rider number?Rider numbers are an important part of our transportation process. We use them to identify your bike and its location during both the load and off load process. It is important that you know and use your correct rider number to ensure accurate accounting of your bike. It is your responsibility to provide ACE Ride with the correct rider number. You can find your rider number by logging in to your AIDS/LifeCycle online account or contacting your rider rep.
Why does the price increase?Price increases occur as a result of required planning and preparation for transport. ACE Ride requires time in advance to complete the planning for the transportation of your bike. The price increase allows us to have realistic expectations of the numbers of bikes in advance. Make your reservations early in order to take advantage of the lowest pricing available.
Where do I collect my bike?Pre Ride: Bikes will be parked in the Bike Parking area at the Opening Ceremonies location. You will have access to your bike on Orientation Day, but you may not remove your bike prior to the official ride out after Opening Ceremonies.
Post Ride bike retrieval: You will receive specific dates, times and locations for your requested city or location prior to the event. These dates, times and locations will be posted on the web site once all details are confirmed. ACE Ride will send a reminder email with this information including any additional details prior to the retrieval date. It is your responsibility to collect your bike from the location during the designated dates and times for your specific city or location. If you are unable to retrieve your bike during the designated times, you may be required to pay an additional handling fee to retrieve your bike. We recommend you contact ACE Ride immediately if you are unable to collect your bike during the designated times.
How are the bikes organized?While we cannot guarantee the exact placement of bikes prior to our arrival at each drop off location, we do our best to organize the bikes in a manner that makes it easy to identify the location of your bike. In California, bikes are organized on racks by your rider number. At local bike shops, bikes are stored and organized on an individual bike shop basis, based on space available and the number of bikes delivered. We may not be able to provide specific details in advance, but a representative from either ACE Ride or your local bike shop will be available to assist you in locating your bike.
Can I remove my bike from AIDS Life Cycle parking location before the ride starts?You may access your bike at the Cow Palace before the ride but you may NOT remove your bike from the secure bike parking area. You can bring all of your items that you removed from your bike and set your bike up for the ride at Orientation Day. The bikes are secure and safe, so you can prepare everything for the ride, but you may not remove the bike from the area. There will bike techs, pumps and water available at the start location for your needs.
Are the bikes secure?Bikes remain secure with ACE Ride from the time you deliver your bike to us until the time you arrive to collect your bike. Bikes are always locked in a secure environment, whether on a truck, at bike parking or in a local bike shop location.
Do you have bike pumps or bike techs at drop off and retrieval locations?We do not travel with pumps or bike techs on our trucks, however there is assistance available at most bike retrieval locations. At the Start Line location there are bike techs, pumps, supplies and a store available to insure you have everything you require to participate in the ride. For Post Ride bike retrieval, most locations are located in or near a bike shop with access to any required assistance or support.
Can I leave items on my bike?We transport your bike intact, which means we do not remove tires, handlebars or pedals, however, we do require that you remove all items that can be removed from your bike. This includes water bottles, computers bags, pumps, sun screen containers and any other accessories that may fall off of your bike during transport. While we understand there are certain items that are difficult to remove, we encourage you to remove all items in advance for the safe transport of your bike. There are items that we will not transport in any circumstance. This includes helmets, bags that do not fit under your seat or handle bars, flags and flag poles, baskets, additional parts, shoes, apparel, personal items or other items at the discretion of ACE Ride. To avoid any issues, REMOVE EVERYTHING before you deliver your bike to ACE Ride.
Will you transport my helmet?We will not transport helmets. Please do not attach your helmet to your bike.
Will you transport my gear?We will not transport your personal gear.
Will you transport my recumbent bike? Trike? Tandem bike?We will transport your recumbent, trike or tandem provided we have space available. Please click on the box that indicates recumbent or trike so we can know how many over size bikes we are expecting. We do reserve the right to refuse over size bikes if you do not acknowledge in advance that your bike is a recumbent, trike or tandem. We also reserve the right to close available space for oversize bikes at any time or to charge additional fees if necessary for space.
Should I wrap my bike before I deliver it to ACE Ride for transport?We prefer that you not wrap your bike, however, we understand there are bike owners who will experience anxiety about handing over their bike for transport. Should you decide to wrap your bike, please do not wrap the tires or the handlebars as we need to be able to roll the bikes, and we place a hang tag on your handlebars so we need to be able to access the handlebars. Bike wheels should be able to roll freely and handlebars should be easily able to turn.
Are the bikes insured?ACE Ride maintains insurance for all bikes while in their possession. Insurance for individual bikes is not available. In the rare instance where damage occurs, ACE Ride will work with individual bike owners to determine the proper procedure to remedy the situation with the damaged bike. We exercise great effort to maintain the highest standards in transporting your bike. We have never had a major claim for loss or damage to a bike while in our custody.
Is there additional insurance I can purchase?Insurance on individual bikes is not available through ACE Ride.
Once I register can I change what bike I am transporting?You can change the bike you are shipping at any time up until the date of scheduled drop off to ACE Ride. The easiest method is to send an email to info@aceride.com. Please include your name, rider number and the brand and color of the bike you would like to replace in your order and we will make the adjustment in our files.
Can I change where I am dropping off my bike after I have registered?We will work with you to handle any requests to redirect your drop off or retrieval location. Please understand once the bikes are loaded on to trucks, this service may not be available. Please email ACE Ride with changes at info@aceride.com. Please include your name, rider number current registered drop off location and the location you prefer to switch to. We will notify you by email if this change can be accommodated.
What if my bike gets damaged?In rare instances, bikes are damaged during transport. It is important that you notify us immediately if you believe your bike was damaged during transport. Please be aware there are normal wear and tear conditions that exist with participating in an endurance event like the one to where we are transporting your bike to, as well as while transporting. For actual damage, please take photos of the damage and email to ACE Ride at info@aceride.com. Please include your name, rider number, photos of the damage and a general description of the damage. We will work with you to determine the best method to handle or remedy the damage incurred.
Can I still register to ship my bike after the May 15 deadline?For participants within the state of California we do not anticipate closing registrations prior to the final day of drop off before or after the ride. For those who are shipping their bikes from locations outside of California, registration will close on May 15 regardless of space available. We recommend you register early to insure space for your bike.
Who is ACE Ride Productions?ACE Ride Productions is a full-service event production and event services company founded by Tom Manning. Tom has over 20 years of event production experience including more than 10 years of providing bike shipping and transportation services.
AFTER THE RIDE Where do I collect my bike?For Post Ride bike retrieval, you will receive specific dates, times and locations for your requested city or location prior to the event. These dates, times and locations will be posted on the web site once all details are confirmed. ACE Ride will send a reminder email with this information including any additional details prior to the retrieval date. It is your responsibility to collect your bike from the location during the designated dates and times assigned to your specific city or location. If you are unable to retrieve your bike during the designated times, you may be required to pay an additional handling fee to retrieve your bike. There may be options to schedule a service with the host bike shop to avoid penalties for late pick up. Contact the bike shop directly to inquire about this option. We recommend you contact ACE Ride immediately if you are unable to collect your bike during the designated times.
Can someone else collect my bike?You can arrange to have another person collect your bike for you after the ride. The easiest method is to provide the person who is collecting your bike with the “stub” we provide when you drop off your bike to ACE Ride. If this is not an option, please contact us in advance or at the time of drop off and provide us with the name of the person collecting your bike. We will not allow your bike to be removed from the drop off location by anyone who does not have the stub, unless we have been given permission by you to release the bike.
How do I find my bike when I arrive to pick up?Once you arrive at the bike retrieval location, check in with an ACE Ride representative, or a staff member of the local bike shop. You will need to check in with us and provide the required information to collect your bike.
What if I am unable to pick up my bike during the time provided?It is your responsibility to collect your bike from the location during the designated dates and times assigned to your specific city or location If you are unable to collect your bike during the provided times, there may be other options available including having another person collect your bike, or arranging with the bike shop to keep your bike and perform a service on the bike. We arrange with the local bike shops for a specific time period. Your bike, if left, may create a situation where the local bike shop has to cancel or re schedule other paying customers due to the space your bike is occupying. You may be required to pay additional fees to the local bike shop before you are allowed to collect your bike. We recommend you contact ACE Ride immediately if you are unable to collect your bike during the designated times.
Can I call the bike shop location to ask questions about the Ride or bike transport?We work with the local bike shops to arrange for drop off and retrieval of your bike Local bike shops do not have information regarding the ride or the service provided by ACE Ride. Please do not contact the local bike shops for any reason other than to arrange for service on your bike.
Can I arrange to have my bike serviced at the bike shop?There may be options available with the local bike shop to perform a service on the bike. This option is determined by and between you and the local bike shop. This is not a service provided by AIDS/LifeCycle or ACE Ride. We recommend you contact the local bike shop in advance and request the service. ACE Ride will deliver your bike to the local bike shop for service but all arrangements including payments, signatures, decisions for service, parts and any other determinations shall remain your responsibility.