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I have just completed a 500km bike ride to raise funds for Hands Across The Water as they support orphans in Thailand. There were 48 of us and in the end we raised about $300k which is a great achievement.

At the same time, however, I gained many things.

One was a great lesson on what it means to be a leader.

On days 1 and 2, if I wasn’t in the front pack, I wasn’t far behind. There were a couple of other riders that were at a similar level of fitness. There was a bit of rivalry but we were happy to just be doing our best. I’m no cycling nut, and so it felt great to be part of leading pack.

And that’s when my big lesson in leadership came crashing down on me.

It turns out that in the group of 48 that there were some cycling nuts. They could do the ride in their sleep. In fact, on day 4 one of them did do a mad break, and even the organisers couldn’t keep up with him. This guy was a biking legend.

There was a professional triathlete coach in the group.

There were riders from past years that nailed it.

But for the first 2 days I didn’t know this. 

For the first 2 days I didn’t see them. I didn’t know they existed. They weren’t up front.

They were hanging back…

…helping.

These were the people that were looking after the newer riders and the ones struggling to do the distance. They were the ones that were ensuring that as a group we were going the distance.

When the last person rode in to each rest point, there would be one of them riding in along side them.

By day 3 the results were obvious. There were riders telling stories of how the tips had transformed their riding. There were stories about how people were now powering through instead of giving up.

It all culminated on day 5 when we had our final big hill. This was a 5km non-stop incline. It just went on and on. It was a narrow road and we had to do it single file. In fact, we had to be sent up with gaps between us to ensure safety. 

We all made it.

The significance of this was only told to us afterwards. In all the years of the ride, no group had ever had the entire team make the hill. There was always at least one person opting out and sitting in the support van. 

But we all made it.

Because everyone believed that they could make it. Everyone felt capable. Everyone felt enabled. And everyone felt supported.

It’s not because of the leaders first across the line, but because of the leaders that were last across the line.

It’s because the truly great riders didn’t have something to prove, but something to offer.

During the ride, if you wanted to find the truly great leaders, you didn’t look in front, but alongside or behind.

Great leaders elevate the team, not themselves. 

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Our normal terms and conditions (like most businesses) is that you take possession the moment an order ships. If the order is lost or damaged in transit then, in theory, it’s your problem. In reality we will have a conversation and try to work out a good way to resolve the issue where we are both happy (or not too upset).

Shipping insurance is there to remove the drama. If an order is lost or damaged in transit, we will simply send out a replacement, and we will then deal with the courier directly to resolve the original problem.

Our shipping insurance also means that if an order is delayed beyond what is normal and reasonable then we will send you another shipment (stock levels permitting). Then you should receive one of them sooner, and when the second one arrives you simply Return To Sender.

How much is shipping insurance?

Shipping insurance is 5% of the cost of the goods.

Is it worth it? Practically we have had far less than 5% of shipments have problems. It is, however, what Australia Post and other couriers charge. Ultimately insurance is about peace of mind and less hassle when something does go wrong.

Shipping insurance as an option

Shipping insurance is offered as an option on all our web sites. You can select it at the checkout.

For large orders our staff may also ask if you would like shipping insurance.

If you would like shipping insurance on an order you are placing with us, just ask.

Mandatory shipping insurance

Unfortunately we have had a couple of large orders not make it and then the customer refused to pay. A friend suggested that the easy way to avoid the dispute is to insure any shipments where we have a significant risk.

If you would like an immediate line of credit (30 days to pay) and have the goods ship immediately (no credit check delays) and are purchasing over $500 then we will add shipping insurance to your order.

The shipping insurance can be waived if the order is between $500 and $2,000 and you provide us with a formal confirmation that you accept responsibility of the goods once they ship.

Alternatively you can prepay by direct deposit or credit card.

What is not covered?

If there is a clear proof of delivery to the shipping address provided then we class that as delivered. Unfortunately there are cases where it is lost somewhere between the loading dock or receptionist and ending up in your hands. But we also know that a photo of the bag against a generic grey background is not proof of delivery, it is just proof of existence! It needs to be a reasonable proof of delivery.

It also doesn’t cover the expectation of overnight delivery. For example, if we were to ship to Melbourne (we are in Sydney) then we would expect it to be delivered within about 3 days. Most of the time it is overnight, but there are enough floods and other issues that regularly cause minor delays. Sending a second order the next day tends to not fix the problem. If it is super urgent, talk to us about how we can minimise the risk.

For damage claims we ask that you contact us immediately and we will probably ask for photos or some proof. The shipping insurance doesn’t cover claims weeks later. We do have warranty covering our items, but it excludes physical damage (e.g. being dropped). If the goods are damaged in transit then please let us know ASAP so we can cover it under the shipping insurance.