Upway sells electric bikes with a one-year warranty. The warranty guarantees the bike has no defects in materials or workmanship under normal use for twelve months from the purchase date by the original buyer. Another way to protect your electric bike is with e-Bike insurance, which we offer through our partners at Sundays at the time of purchase.
Are Refurbished E-Bike Sellers in the US Responsive to Customer Concerns?
Written by: Rémy Rossi | October 18, 2025 | Time to read 5 min
At Upway, we don’t hide the fact that hiccups do happen occasionally. Our customer support team works fast to resolve any issues as smoothly and quickly as possible.
More about the Author: Remy Rossi
Rémy Rossi is a bike writer, mechanic, and educator who got his start in community-based bike shops and co-ops. With a decade in the industry, he still wrenches on bikes when he can and plays bike polo on a fixie.
Great customer service makes the difference between a well-lubricated purchase and a snapped chain of communication. If a hiccup happens anywhere along the process of buying a refurbished e-Bike— from initial browsing to after delivery— it’s important to have a responsive support team available to help you out.
And it’s even better when you receive a fast response, meaning your concern has been noted and a solution is already in the works. Upway’s customer support team responds within 30 minutes on weekdays. Continue reading to find out some of the most common snags and how e-Bike sellers like Upway work quickly to resolve them.
And it’s even better when you receive a fast response, meaning your concern has been noted and a solution is already in the works. Upway’s customer support team responds within 30 minutes on weekdays. Continue reading to find out some of the most common snags and how e-Bike sellers like Upway work quickly to resolve them.
Common issues when buying refurbished e-Bikes
Buying refurbished e-Bikes online is more convenient than ever, but occasional hiccups can occur. While minor setbacks like delivery delays can be frustrating, more significant issues— such as bike damage— can be more serious. If, on the off chance, any of these common concerns occur during your order, reach out to us so we can sort out the problem as soon as possible!
- Delayed delivery
- Minor cosmetic imperfections
- Incorrect bike size or fit
- Bike arrives damaged
- A certain component doesn’t work properly
Depending on the issue, Upway will work with a local bike shop near you to resolve it or will arrange for a replacement part or e-Bike return. Each e-Bike comes with a 1-year warranty, which covers all mechanical and electrical parts, so you can enjoy peace of mind.
How can I contact Upway?
If you have any concerns about your order or electric bike, don’t hesitate to contact Upway. Here are a handful of ways you can contact our support team, which is always ready to help:
- Contact form: Reach out to the Upway Support Team via this contact form
- Email: Send an email to helpdesk@upway.shop to reach Upway anytime
- Online chat: Our US team is here to help with any questions, available from Monday - Sunday, 12:00 AM - 11:59 PM GMT+2
- Phone call: Call Upway US at +1 516 469 7562 from 9AM to 8PM EST on weekdays
Upway’s model is about the entire package, including unbeatable prices on quality electric bikes and excellent service. The benefits from buying from Upway don’t stop when you click “Buy”— if there’s an issue upon delivery or as you start riding, we’ll work fast to help resolve it to ensure you’re satisfied. Our online Help Center has tons of articles for quick answers on the most frequently asked questions, as well as information on how to get in contact with Upway directly to chat with a real person.
Upway Warranty & Support Information
Category
Warranty Scope
Response Time
Support Availability
Phone Support (US)
Email Support
Details
Applies to all refurbished e-Bikes purchased through Upway
Average support response within 30 minutes on weekdays
Monday–Sunday, 12:00 AM – 11:59 PM (GMT+2)
+1 516 469 7562 — available 9 AM to 8 PM EST on weekdays
helpdesk@upway.shop
Frequently Asked Questions
What is the warranty on Upway bikes?
What if there is shipping damage?
In extremely rare cases of shipping damage, please rest assured that Upway will take care of you under our Shipping Protection policy. If any issues occur during shipping, we will present you with one of three options:
- For non-repairable damage such as scratches, we will credit you back as warranted
- For functional damage, we will help you find a bike shop to get your issue repaired on our dime.
- Alternatively, we can do an exchange or return at no cost.
If your bike is delivered with any defects/damages, please immediately notify our support team via email to helpdesk@upway.shop, with photos.
Key Takeaways
- Upway’s customer support responds to inquiries within 30 minutes on weekdays.
- Common issues like delivery delays or bike damage are resolved quickly through local partners or replacements.
- Every refurbished e-Bike from Upway includes a 1-year warranty for full peace of mind.
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