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Upway USA Help Center logo

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Issue with my Order

FAQs regarding potential issues with your order.

Where is my order?

Please note that our orders are typically fulfilled on the next business day, around 6pm EST. The confirmation email can also sometimes end up in spam, so please check that as well. If you have not received a tracking confirmation email by then, plea

When should I be home to receive the delivery?

The carrier will contact you when they are near your home to either inform you of the delivery date, or to schedule an appointment (if you selected this option at checkout). Please rest assured that they are not allowed to leave the bike without you

My bike was damaged in shipment

Please reach out to our customer support team via website chat, email ([email protected]), or phone (516-469-7562). We typically recommend that customers do not refuse delivery, as sometimes the box can appear damaged, while the bike is completely

There is an issue with my bike

Please reach out to our customer support team via website chat, email ([email protected]), or phone (516-469-7562). We will address the issue as soon as possible.

How do I return/exchange my bike?

We understand that your e-bike might not be the perfect fit. In that case, we will accept returns/exchanges for the first 14 days after your purchase - you will be refunded the full amount minus the return/exchange fees.To initiate a return or exchan

My bike was stolen

If your bike was stolen, we recommend registering your bike on Bike Index to notify those around you. You can also file a police report, and keep an eye out on marketplaces such as Craigslist, OfferUp, and Facebook Marketplace. Upway has a record of

I lost my key

Please contact our customer support team via chat or email ([email protected]) - we can help order new keys if we have the key code recorded.