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FAQs: Shipping and Returns

Can I get my electric bike delivered anywhere in the US?

Yes! We currently deliver everywhere in the Lower 48. Deliveries usually take between 24h and 72h in the North East, and within 7-10 business days for the rest of the country.
How does Upway ship my new electric bike?
We use different partners to deliver your electric bike, depending on where you are. Our goal is to always select the partner that is going to deliver the fastest without jeopardizing the safety of your electric bike. Soon after the shipping company picks up your electric bike at our workshop, they will contact you via email or SMS to schedule delivery.

Where is my order?

Once your order is confirmed, our team of mechanics and technicians will make a final inspection of your electric bike before preparing it for shipping. Your bike is usually prepared the next business day after your purchase. You will then receive an email or SMS from our shipping carrier to schedule delivery. We will make sure to keep you informed, step by step. Our delivery partner will always send you a tracking number, please refer to their website to track your order. If you have any problems, please contact us via email:

Can I change or cancel my order ?

You may cancel or change your order before 10AM the following business day. If you cancel after 10AM EST on the following business day, it will be treated as a regular return and you will be a charged a return fee. Please contact us via email:

Is my electric bike delivered assembled?

Your electric bike will be delivered 99% assembled - the pedals are removed and the handlebar is turned sideways to avoid damage during shipment. Any tools you might need for adjusting those components are included, along with some instructions. You should be able to get the bike up and running in just 1 minute!

Is my electric bike under warranty?

Yes! A professional bike mechanic has repaired, inspected and certified your electric bike and we offer a 1 year warranty on the battery, the motor, and general electronics of your electric bike. If you experience any problems in the next 12 months after your purchase, please contact us via email: 

Can I return or exchange my electric bike?

We completely understand that your e-bike might not be the perfect fit. In that case, we will accept returns/exchanges for the first 14 days after your purchase - you will be refunded the full amount minus the return/exchange shipping fees.

To be returned or exchanged, your e-bike should have been ridden less than 30 miles, and should be in the condition you received it in. Please make sure to package it properly using foam padding, zip ties, and hub protectors to minimize any potential shipping damage. Damage caused due to improper packing will be deducted from your refund.

Fees: When making a return/exchange, you will be refunded both the cost of your bike and the shipping cost. However, a Return/Exchange Fee will be deducted from your original payment. The Return/Exchange Fee is higher than the initial Delivery Fee for multiple reasons: pickups from residences are more expensive than deliveries to residences, repackaging costs, etc. These fees will be deducted from the total value of the refund, which will be made only after the bike has been received at the Upway warehouse and inspected. The Return/Exchange Fees are displayed below by region.

- $100: NYC (Local)
- $150: WV, VA, PA, DC, MD, DE, NY, NJ, ME, NH, VT, MA, CT, RI
- $250: WA, OR, CA, NV, MT, ID, WY, UT, CO, AZ, NM, ND, SD, MN, NE, KS, IA, MO, IL, WI, TX, OK, AR, LA, MI, IN, OH, KY, MS, TN, AL, GA, NC, SC, FL

- $99: Flat-rate, regardless of location

How do I ship my electric bike back to Upway ?

Please contact us via email: and our team will organize the return as soon as possible.

If you still have questions: 

Contact us via email :