We understand that people change their minds! We kindly request that the cancellation is initiated before 8 AM EST the business day after the purchase is made. Otherwise, the cancellation will be treated as a standard return, and we must charge the s

<span style="font-size:12pt;font-family:Arial,sans-serif;color:#161616;background-color:#ffffff;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">We understand that people change their minds!&#xA0; <span style="font-size:12pt;font-family:Arial,sans-serif;color:#161616;background-color:#ffffff;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">We kindly request that the cancellation is initiated before 8 AM EST the business day after the purchase is made. <span style="font-size:12pt;font-family:Arial,sans-serif;color:#161616;background-color:#ffffff;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Otherwise, the cancellation will be treated as a standard return, and we must charge the standard return fee which is the initial shipping fee paid when making the order. <span style="font-size:12pt;font-family:Arial,sans-serif;color:#161616;background-color:#ffffff;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">When an order is placed on Upway, our process is in place to fulfill the order ASAP to get you on your new ride as quickly as possible. Below are the steps that are followed once an order has been placed. <ol style="margin-top:0;margin-bottom:0;padding-inline-start:48px;"><li dir="ltr" style="list-style-type:decimal;font-size:12pt;font-family:Arial,sans-serif;color:#161616;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:12pt;font-family:Arial,sans-serif;color:#161616;background-color:#ffffff;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Each morning, the Operations Team collects and organizes the bikes that are scheduled to be shipped that day.&#xA0; </li><li dir="ltr" style="list-style-type:decimal;font-size:12pt;font-family:Arial,sans-serif;color:#161616;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:12pt;font-family:Arial,sans-serif;color:#161616;background-color:#ffffff;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">The Mechanics start their day with a full pre-shipment quality check inspection of each bike&#xA0; </li><li dir="ltr" style="list-style-type:decimal;font-size:12pt;font-family:Arial,sans-serif;color:#161616;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:12pt;font-family:Arial,sans-serif;color:#161616;background-color:#ffffff;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Once QC is finished, our team of dedicated handlers protects, packages, and boxes each bike.&#xA0; </li><li dir="ltr" style="list-style-type:decimal;font-size:12pt;font-family:Arial,sans-serif;color:#161616;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:12pt;font-family:Arial,sans-serif;color:#161616;background-color:#ffffff;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Our carrier has been booked and will arrive at 11 AM to load bikes for shipment&#xA0; </li></ol><span style="font-size:12pt;font-family:Arial,sans-serif;color:#161616;background-color:#ffffff;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Bikes are loaded and off they go!&#xA0; <span style="font-size:12pt;font-family:Arial,sans-serif;color:#161616;background-color:#ffffff;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">As you can see, there are a lot of steps involved in preparing your bike for shipment. Thus, we must charge a fee and treat your cancelation as a return if it is requested past 8 M EST the business day after your order. <span style="font-size:12pt;font-family:Arial,sans-serif;color:#161616;background-color:#ffffff;font-weight:400;font-style:italic;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;"><img src="https://attachments.gorgias.help/x0oj/hc/o7gk/397a5d0f-f809-4e57-8ca1-e968522954a9-92c7a6e2-d806-4b42-a1d7-3e5b37ac96f8.png" style="width: 503px;" class="fr-fic fr-dib" title>

I want to cancel my order

General information how to best maintain your bike to extend its longevity and protect your bike from thieves.

Maintenance & Safety

FAQs regarding potential issues with your order.

Issue with my Order

For information regarding documents associated with your purchase from Upway

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Upway USA Help Center

Explore our comprehensive after-sales support, including maintenance tips, safety guidance, order assistance, and access to important documents, ensuring a seamless experience with your e-bike.

Post-Sales Help

Who is Upway?

What is the difference between new and pre-owned e-bikes?

How are our e-bikes inspected and refurbished?

How do I understand Upway's pricing?

About Upway

Where should I start?

Electric motor

Battery and range

Size guide

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Total weight limit

Carrying cargo

What does UL-certified mean?

Choosing your e-Bike

What payment methods does Upway offer?

Does Upway offer financing?

Are there any rebate programs available?

Do you offer a teacher discount?

Do you offer a military or first-responder discount?

Payment, Financing, and Incentives

Where does Upway deliver in the US?

How does the shipping process work?

Does Upway offer test rides? Can I pick up my bike in person?

What is included with my bike?

Will I need to assemble the bike?

Shipping & Delivery

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Purchasing an e-Bike

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How do I secure my bike?

Where is my order?

When should I be home to receive the delivery?

My bike was damaged in shipment

There is an issue with my bike

How do I return/exchange my bike?

My bike was stolen

I lost my key

Where can I find the user manual for my e-bike?

Where can I find the invoice for my purchase?

How to put together your 5-Minute Assembly bike?

How to put together your 15-Minute Assembly bike?

How to get your e-Bike ready for Freight Shipping?

How to get your e-Bike ready for Parcel Shipping?

Assembly, Disassembly & Packaging Guidelines

What does Upway’s default 1-year warranty cover?

How do I make claims with my Upway warranty?

What is Extend's additional coverage plan?

How does Upway e-Bike insurance work?

Warranty & Insurance

What is the process of selling my e-bike to Upway?

What kinds of e-bikes can I sell to Upway?

My brand isn’t listed on the Sell Your E-Bike page

How do I ship my electric bike?

What do I need to include with my e-Bike?

Can I sell an electric bike that doesn't work anymore?

Can I sell my electric bike to Upway and get credit at Upway to buy a new one?

What happens if the condition of the bike does not match my description?

I’m an e-Bike professional (bike shop, manufacturer, retailer) - how can I partner with Upway?

How do I find the total mileage of my bike?

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I want to cancel my order