Our warehouse is only open on weekdays, and we generally ship out 1-2 business days after your order has been placed. This is to give our team ample time to properly test and pack your bike. If you have not received your tracking link by 7pm EST 2 business days after placing your order, feel free to reach out to our customer support team via chat or helpdesk@upway.shop.
Shipping explained
Freight Shipping Explained
If you’ve selected the freight shipping option, you’ll receive your bike so it takes 5 minutes to assemble it. Forget about taking the bike to a shop for assembly and tune-up; our mechanics have already done that for you!
FREIGHT SHIPPING RATE DETAILS
Assembly Time
5 minutes
Cost
$149/$199 depending on your location
+ $49 for Express speed
+ $49 per additional bike if you purchase more than one
Time for Arrival
Standard: 7-9 business days
Express: 2-6 business days
Our Carrier Partners
FedEx Freight OR Seko
However there are some key things to keep in mind with this option. Namely, freight shipping is traditionally a B2B service, typically used for shipping large products (think shipping 5000 t-shirts to Wal-Mart at once). Consequently:
• You will receive your bike in a large box (about 6ft x 4ft x 1ft)
• Your bike will be delivered via a larger truck than normal (typically a box truck, similar to a U-Haul truck)
• This service is more expensive than standard consumer shipping
• The shipping carriers will likely have unfamiliar names (DHL, USPS, and UPS do not offer freight services)
Frequently asked questions
Where is my tracking link?
Who is SEKO?
As mentioned above, we are unable to use traditional parcel services such as UPS or USPS due to the size of our boxes. Seko and XPO are domestic freight shipping companies.
Why is my tracking link not updating?
With shipping services, updates are provided when packages switch between trucks/terminals. However, with freight shipping, it can sometimes be 2-3 business days until an update arrives. If you have not seen an update after 3-4 business days, feel free to reach out to our customer support team via chat or helpdesk@upway.shop for us to check with the shipping carrier.
Will I have to be present to sign for the package?
Yes! The carrier will not deliver unless you are there to sign, unless you authorize them to deliver without a signature. However, please note that the carrier will call you to schedule a delivery day/time that works for you.
What if there is shipping damage?
In extremely rare cases of shipping damage, please rest assured that Upway will take care of you. 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.
carrier-specific questions
Seko
Seko is a global logistics company whom we partner with. Your shipment will likely be shipped with Seko if you live in an urban area and do not select our Express Freight option.
Your tracking link will appear as shown below. The tracking number consists of your order number and the SKU of the bike you purchased (US2931 and UAF01 in this example).
There is one very important thing to keep in mind for your selected carrier (Seko) however. At the top of the screen, there will be an Expected Arrival date. Please do not rely on this date - this is simply the estimated date for the package to arrive at your local delivery terminal; at that point, the carrier will still have to call you to schedule a delivery day/time.
FedEx Freight
FedEx is one of the largest transportation companies in the world. They offer both parcel and freight service, amongst others. Their tracking for freight is the exact same as for parcel. We will typically use them if you select the Express Freight option and/or live outside of large urban areas.
