For general information regarding payment, financing, and incentives towards purchases at Upway

Payment, Financing, and Incentives

For general information regarding the shipping and delivery process of your electric bike from Upway

Shipping & Delivery

For general information regarding returns or exchanges of an electric bike you purchased from Upway

Returns & Exchanges

Our US team is here to help with any questions!

Please feel free to reach out to our Support Team via this contact form or email (helpdesk@upway.shop) anytime!

Our customer support team is available from 9AM to 5:30PM EST on weekdays.

Main site

Upway USA Help Center

Explore the essentials of purchasing a refurbished e-bike with Upway. Get answers to FAQs about our user-friendly buying process, payment options, and our commitment to quality and customer satisfaction.

Purchasing an e-Bike

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

Bike Frames and Form Factors

Mileage

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?

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?

How does the return/exchange policy work?

I want to cancel my order

How do I maintain my bike?

How do I secure my bike?

Maintenance & Safety

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

Issue with my Order

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

Where can I find the invoice for my purchase?

Documents

Post-Sales Help

How to put together your 99%-assembled bike?

How to put together your 85%-assembled 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?

Do I receive the original manufacturer 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

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?

How do I ship my electric bike?

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?

Selling my e-Bike