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.

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Upway USA Help Center

<p id="isPasted"><span style="font-family: Inter; font-size: 16px;">Each bike comes with the following:</span></p><ul><li style="font-family: Inter; font-size: 16px;">Charger</li><li style="font-family: Inter; font-size: 16px;">Battery keys (if applicable)</li><li style="font-family: Inter; font-size: 16px;">Tools for installation</li><li style="font-family: Inter; font-size: 16px;">Upway instructions and tote bag</li><li style="font-family: Inter; font-size: 16px;">Stickers</li><li style="font-family: Inter; font-size: 16px;">Manual if the bike came with one when we procured it. Otherwise, they can typically be found online on the original manufacturer website.</li></ul><p><span class="fr-video fr-deletable fr-rv fr-fvc fr-dvb fr-draggable" contenteditable="false" draggable="true"><iframe width="100%" src="https://www.youtube.com/embed/0EWGWNBhRfI?&amp;wmode=opaque&amp;rel=0" frameborder="0" allowfullscreen class="fr-draggable"></iframe></span><br></p>

What is included with my bike?

Purchasing an e-Bike

Shipping & Delivery

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?

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?

Will I need to assemble the bike?

How does the return/exchange policy work?

Returns & Exchanges

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?

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?

Selling my e-Bike

What is included with my bike?Updated 10 months ago