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How do I make claims with my Upway warranty?Updated 8 months ago

Please reach out to our customer support team via email ([email protected]).

You will need to provide your original order ID, a detailed description, and pictures/photos of the issue.

As soon as possible, but at minimum within the next 12 hours, a member of our support team will reach out to help and get the opinion of our professional mechanic team.

Our team of mechanics will then diagnose the issue remotely. 

  • If the issue is resolvable remotely, they will guide you through the troubleshooting and resolution process via a video call
  • If the issue requires mechanic intervention, we will work with you to find a local bike shop that can help solve the issue. We will cover the invoice in these situations (please make sure to keep the receipt, and inform us ahead of time if the quoted cost is over $500).
  • If there are no local bike shops available, we will either have the bike transported to a different location or our own warehouse for resolution. The bike will then be shipped back free of charge.
  • If the issue is unresolvable, we will then issue you a full refund on your original purchase and help you find an alternative bike
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