Hit the ground running with your new e-bike

Set-up Packages from Upway

Take the guesswork out of setting up your e-bike with Upway’s Set-up Packages, designed to give you peace of mind from the moment your bike arrives. We offer a 30-minute 1-on-1 video call with one of our in-house e-bike experts, who will walk you through unboxing, bike adjustments, and key features like motor settings, gear shifting, and fit. You’ll also get guidance on anti-theft protection, battery care, and a scheduled reminder for your first tune-up.

You can choose from 2 packages

  • 30-minute set-up call with Upway's bike experts to help you unbox & assemble your bike.
  • Free registration with 529 Project anti-theft platform
  • Overview of battery safety, anti-theft procedures & how to take care of your new e-bike
  • Premium support phone line with guaranteed callback service. 

$75

  • 30-minute set-up call with Upway's bike experts to help you unbox & assemble your bike.
  • Free registration with 529 Project anti-theft platform
  • Overview of battery safety, anti-theft procedures & how to take care of your new e-bike
  • Premium support phone line with guaranteed callback service. 
  • Included 1 tune-up in the first 6 months at your local bike shop

$175

Our Set-up Packages aren’t just an add-on, they’re your shortcut to a confident first ride. Whether you’re new to e-bikes or just want extra peace of mind, our experts are here to guide you every step of the way. From unboxing to your first tune-up, we’ve got you covered so all you need to focus on is enjoying the ride.


set-up package terms

30-minute set-up call

Once you’ve added a Set-up Package to your order, you’ll get instant access to book your personalized call with one of Upway’s e-bike experts. Pick a time that works for you, any weekday between 9 AM and 7 PM ET, and choose between a convenient video call via Google Meet or a classic phone call. It’s hands-on help, on your schedule, to set-up your new e-bike

Registration with 529 Project

Project 529 runs an international bicycle registry and recovery platform to protect bikes out on the street. Upway would register your bike with the Project 529 and guide you to install the 529 Shield on your bike. 

Premium Support Line

After the purchase, Upway would share with you a premium support line phone number. You can use this number to reach us via text (Mon-Sun, 9 AM to 8 PM (ET)) or phone calls (Mon-Fri, 9 AM to 8 PM (ET)). Additionally, we offer a guaranteed callback service from this phone line. 

Tune-up at a local bike shop

Included only in the Premium Set-up Package, Upway would cover one tune-up service in the first 6 months of your bike ownership. This includes only labor cost. It includes tune-up & adjustments of brakes, gearing, suspension, and fit of the bike.

Replacement of parts (e.g., brake pads, inner tubes, chain), Hydraulic brake bleeds, Advanced suspension servicing (e.g., air pressure tuning, seal replacement) & Motor or battery diagnostics not covered by warranty are not covered by the tune-up service.

Still have questions? We’re here to help!

Our team of US-based experts is available 7 days a week to help you get the best price for your electric bike.

Set-up packages terms & conditions

Overview: 

The Set-up Packages are optional service add-ons designed to assist customers with initial bike setup and post-purchase support. The Basic Package includes a remote onboarding session and ongoing premium support access. The Premium Package includes all features of the Basic Package plus one complimentary tune-up (labor only) at a participating partner shop.


Package Inclusions:

a. Basic Set-up Package ($75): Includes one (1) 30-minute scheduled set-up call with an Upway Customer Care expert via Google Meet or phone; guidance on bike assembly, adjustment, and operation; anti-theft briefing and Project 529 registration; battery care overview; and access to a premium support phone line with guaranteed callback within business hours.

b. Premium Set-up Package ($175): Includes all Basic Package features plus one (1) standard tune-up (labor only) to be redeemed within 90 days of bike delivery at an approved local partner bike shop.


Scheduling and Usage:

A unique link to schedule the set-up call will be provided via email after purchase. Customers are responsible for booking their session. Set-up calls are available on weekdays (Monday–Friday) between 9:00 AM and 7:00 PM Eastern Time. The session may be conducted via Google Meet (video) or phone, based on customer preference. Missed appointments without at least 2 hours’ notice may result in forfeiture of the session. Only one session is included per package and per order.


Premium Support Line Access: 

Customers who purchase either Set-up Package will receive access to a dedicated support phone number. Text support is available Monday–Sunday, 9:00 AM–8:00 PM ET. Phone support is available Monday–Friday, 9:00 AM–8:00 PM ET. Upway commits to responding or calling back within one business day during applicable hours.


Tune-up Redemption (Premium Only): 

One (1) standard tune-up (labor only) is included with the Premium Set-up Package and must be redeemed within 180 days from the date of bike delivery. Tune-up must be performed by a participating Upway partner bike shop. Covered services include: brake adjustment, gear/derailleur tuning, suspension preload setup, safety inspection, and general mechanical adjustment. Services excluded: parts replacement (e.g., pads, tubes, chains), hydraulic brake bleeds, advanced suspension service, and motor or battery diagnostics not covered under warranty. Upway reserves the right to refuse reimbursement for non-partner shops or out-of-scope labor.


Refunds and Expiration: 

Set-up Packages are non-refundable once the scheduling link has been accessed or 14 calendar days have passed from the date of purchase, whichever occurs first. Packages are valid only for the bike and order with which they were purchased. Unused services will expire 90 days after bike delivery.


Transferability and Limitations: 

Set-up Packages are non-transferable and may not be assigned, resold, or exchanged for cash. Each package is valid for one bike and one customer session only. Services must be redeemed by the original purchaser. Upway reserves the right to modify or discontinue the Set-up Packages at any time without notice, provided that services already purchased will be honored under the terms at the time of purchase.


Contact: 

For questions, technical issues, or support related to your Set-up Package, contact helpdesk@upway.shop or visit https://upway.co/pages/help-center.

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