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 8PM EST on weekdays.

Main site

Upway USA Help Center

<p>Please send an email to our Customer Support team at <a href="mailto:helpdesk@upway.shop">helpdesk@upway.shop</a> with your order number, a description of the issue, and any photo or video documentation of the issue (if possible). Our team will review and follow up with you regarding next steps as soon as possible.&#xA0;</p>

Please send an email to our Customer Support team at helpdesk@upway.shop with your order number, a description of the issue, and any photo or video documentation of the issue (if possible). Our team will review and follow up with you regarding next s

There is an issue with my bike

Post-Sales Help

Issue with my Order

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?

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

How does the Test Ride policy work?

Returns & Exchanges

Purchasing an e-Bike

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

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?

Documents

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 to get your e-Bike ready for shipping it to Upway.

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?

How to get your bike to Upway

Selling my e-Bike

There is an issue with my bikeUpdated 12 days ago