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

E-bikes have become a leading transportation choice for many Americans. Our mission to to make electric mobility affordable for everyone by providing the largest selection of new or pre-owned electric bikes in the country, for up to 60% off retail, shipped to your doorstep and guaranteed for 1 year.Upway launched in March 2023 in the United States and has been on a continuous mission to provide customers with an unparalleled selection of certified electric bikes from leading brands.<a href="https://upway.co/pages/our-project">You can learn more about our story, our US team and our mission here</a>.<iframe width="100%" src="https://www.youtube.com/embed/xbWlwj6KuF8??feature=shared&amp;wmode=opaque&amp;rel=0" frameborder="0" allowfullscreen class="fr-draggable"></iframe>

E-bikes have become a leading transportation choice for many Americans. Our mission to to make electric mobility affordable for everyone by providing the largest selection of new or pre-owned electric bikes in the country, for up to 60% off retail, s

Who is Upway?

About 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?

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?

What is included with my bike?

Will I need to assemble the bike?

Shipping & Delivery

How does the return/exchange 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

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

Who is Upway?Updated 10 months ago