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How Are Shipping Damages or Defects Usually Resolved Under Warranty?
Written by: Rémy Rossi | September 26, 2025 | Time to read 3 min
Accidents happen— but with Upway’s warranty, you’re always covered.
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.
When stuff goes wrong— though it rarely does— Upway is here to help. Shipping damage or product defects can occur, even after our rigorous inspections and careful packaging, but these issues can be resolved quickly and under warranty. In fact, less than 2% of Upway bikes arrive with shipping damage, and all are covered under warranty. Learn how to quickly resolve shipping damages or defects if you’re one of the very few to experience a problem.
S*** happens, but warranties have you covered
It’s impossible to control everything, but we can prepare for any problems that may come our way. That’s why Upway includes a 1-year warranty on all of its electric bikes, covering electrical and mechanical components. If your electric bike is damaged during the shipping process, we’ll work fast to make things right. To get started, reach out to our customer support team, and we’ll take it from there!
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Shipping damage
Shipping damage is a huge bummer. It’s an unfortunate reality that comes with buying stuff online, and bikes can be especially sensitive to any mishandling during the shipping and delivery process. While Upway takes immense care and preparation to package all electric bikes properly, couriers can still damage the bikes.
While shipping damage is rare when ordering from Upway, the possibility is still there. If your e-Bike was damaged during shipping, please reach out to our customer support team via website chat, email (helpdesk@upway.shop), or phone (516-469-7562). We typically recommend that customers not refuse delivery. Even if the box may appear damaged, the bike inside may still be completely fine. Upway will cover the costs for repairs as necessary.
While shipping damage is rare when ordering from Upway, the possibility is still there. If your e-Bike was damaged during shipping, please reach out to our customer support team via website chat, email (helpdesk@upway.shop), or phone (516-469-7562). We typically recommend that customers not refuse delivery. Even if the box may appear damaged, the bike inside may still be completely fine. Upway will cover the costs for repairs as necessary.
Electric bike defects under warranty
Warranties also cover any defects in the electric bike. Upway thoroughly inspects and certifies each e-Bike, but like with any electric system, issues can arise after use. The standard warranty covers all electrical and mechanical parts under normal use, protecting against any unexpected malfunction or defect. However, the warranty does not cover misuse or normal wear and tear, such as chain stretch, drivetrain wear, tire punctures, or brake pad replacement. These are expected results of regular riding, not manufacturer defects or electrical problems. Upway also has options for extended warranties if you want additional coverage.
How to contact Upway
On the small chance that your e-Bike suffers shipping damage or a defect, Upway is ready to help. Please reach out to our customer support team via website chat, email (helpdesk@upway.shop), or phone (516-469-7562 during weekdays from 9 AM to 8 PM EST.
Find your dream electric bike among top brands like Aventon, Cannondale, Giant, and more.
Find your dream electric bike among top brands like Aventon, Cannondale, Giant, and more.
Frequently Asked Questions
How many times can I use the 14-Day Money Back Guarantee?
Can I get a refund if my bike isn't shipped yet?
If your bike hasn't shipped, you might be eligible to get a full refund, including all the shipping fees. For this, you need to notify us via helpdesk@upway.shop before 8 AM the next business day after the order is placed that you'd like to cancel the purchase. Cancellations done after 8 AM the next business day are treated as returns.
Key Takeaways
- Shipping damage is rare but covered: Fewer than 2% of bikes arrive damaged, and if yours does, Upway will repair or replace it at no cost.
- Warranty covers defects too: Every bike comes with a 1-year warranty on electrical and mechanical parts, protecting you from unexpected issues.
- Help is just a message away: Contact Upway support via chat, email, or phone, and the team will quickly resolve any shipping or warranty problem.
