Shipping Policy

Last Updated: August 19, 2026

Thank you for shopping with UpGoing. This Shipping Policy applies to orders placed through upgoing.com.

1. Shipping Area

UpGoing currently ships to addresses within the contiguous United States.

We do not currently ship to:

• Alaska or Hawaii.

• Puerto Rico, Guam, or the U.S. Virgin Islands.

• APO, FPO, or other military addresses.

• P.O. boxes.

• Addresses outside the contiguous United States.

Some products may be unavailable for delivery to certain locations because of carrier, battery, safety, or regulatory restrictions.

2. Shipping From

Orders are shipped from our local U.S. warehouses based on product availability and the customer’s delivery address.

We may use UPS, FedEx, USPS, DHL, or another appropriate shipping carrier.

UpGoing cannot guarantee that an order will be shipped from a specific warehouse or through a specific carrier.

3. Shipping Cost

UpGoing provides free standard shipping on all orders, including e-bikes, parts, and accessories, delivered within the contiguous United States.

No standard shipping fee will be charged at checkout for eligible orders.

Expedited delivery or other special shipping services, if available, may require an additional charge.

Free standard shipping does not cover fees that may result from address changes after shipment, carrier interception, refused or undeliverable deliveries, customer-caused delivery issues, or non-defective returns as described in this Shipping Policy and our Return & Refund Policy.

4. Processing and Delivery Time

Orders are generally processed within 0–2 business days after payment has been successfully completed.

After an order has shipped, standard delivery generally takes an additional 2–5 business days.

Business days are Monday through Friday, excluding weekends and public holidays.

Processing and delivery may take longer during holidays, promotional events, product launches, or periods of high order volume.

All delivery times are estimates and are not guaranteed. Delivery may be affected by carrier performance, weather, address issues, product availability, battery-shipping restrictions, or other circumstances outside our reasonable control.

5. Tracking Your Order

Once your order has shipped, a shipping confirmation email containing available tracking information will be sent to the email address provided with your order.

Tracking information may take up to 48 hours to update after the shipping label has been created.

If an order contains multiple products or packages, each package may have separate tracking information and may arrive at a different time.

For assistance with tracking, contact support@upgoing.com.

6. Shipping Changes

Before Shipment

You may request to cancel your order, change the delivery address, or update the product selection before the order has shipped.

No address-change or cancellation fee will be charged if the request is successfully completed before shipment.

Contact support@upgoing.com as soon as possible. We cannot guarantee changes once an order has entered fulfillment.

Address Changes After Shipment

Once an order has shipped, the delivery address generally cannot be changed.

If the shipping carrier accepts an address-change request after shipment, an address-change fee may apply. This fee is typically around $25, but the actual amount may vary depending on the carrier and shipment.

Address changes requested after shipment may delay delivery. UpGoing cannot guarantee that the carrier will approve the request.

Cancellation After Shipment

If you request to cancel an order after it has shipped, UpGoing may attempt to intercept the package through the shipping carrier.

Carrier interception is not guaranteed.

If the carrier accepts the interception request, a carrier interception fee may apply. This fee is typically around $25, but the actual amount may vary depending on the carrier and shipment.

If the package must be returned to our warehouse, the customer may also be responsible for the actual return shipping cost, up to $200 per e-bike.

Any applicable carrier fees and return shipping costs may be deducted from the refund.

If interception is unsuccessful, you must receive the package and request a return under our Return & Refund Policy. For a non-defective return, the customer is responsible for the applicable return shipping cost.

7. Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If an incorrect or incomplete address results in a carrier correction, address change, interception, delivery failure, or return to our warehouse:

• If the carrier accepts an address correction or address-change request, a fee may apply. This fee is typically around $25, but the actual amount may vary.

• If carrier interception is required, an interception fee may apply. This fee is typically around $25, but the actual amount may vary.

• If the e-bike is returned to our warehouse, the customer may be responsible for the actual return shipping cost, up to $200 per e-bike.

UpGoing may waive all or part of these charges at its discretion.

If the package is returned to our warehouse, any approved refund will be processed after the package has been received and inspected. Applicable carrier and return shipping charges may be deducted from the refund where permitted by law.

Please review your shipping information carefully before submitting your order.

8. Refused or Undeliverable Packages

If a customer refuses delivery or the package cannot be delivered because of an unavailable recipient, restricted delivery location, incorrect address, or another issue not caused by UpGoing, the package may be returned to our warehouse.

For returned e-bike shipments, the customer may be responsible for the actual return shipping cost, up to $200 per e-bike.

Any approved refund will be processed after the package has been returned to and inspected by our warehouse. Applicable carrier and return shipping charges may be deducted from the refund.

Please contact us before refusing a shipment so we can determine the most appropriate solution.

9. Return Shipping Costs

Free standard shipping on the original order does not mean that return shipping is free in all circumstances.

If a return is requested because the customer changed their mind, ordered the wrong product, no longer needs the product, or for another non-defective reason, the customer is responsible for the return shipping cost.

For e-bike returns, the actual return shipping cost may vary based on the package, pickup location, destination, and carrier charges, and may be up to $200 per e-bike.

If a return is required because of a confirmed product defect, shipping damage, incorrect product, or another UpGoing error, UpGoing will cover the authorized return shipping cost.

All returns must be approved in advance and handled in accordance with our Return & Refund Policy.

10. Shipping for Parts and Accessories

UpGoing provides free standard shipping for parts and accessories delivered within the contiguous United States.

Parts and accessories may be shipped separately from e-bikes.

Delivery times may vary depending on the product, warehouse availability, and destination.

If an e-bike and accessories are included in the same order, they may arrive in separate packages and at different times. Separate tracking information may be provided for each package.

11. Delivery and Inspection

Please monitor your tracking information and make appropriate arrangements to receive the package.

A signature or delivery appointment may be required for certain orders.

Inspect the product and packaging immediately after delivery. Do not discard the original box or packaging materials until you have confirmed that the product is complete and undamaged.

If the package appears damaged, take photographs of the shipping box before opening it.

12. Shipping Damage

Shipping damage must be reported to support@upgoing.com within 7 days of delivery.

Please provide:

• Your order number.

• A description of the damage.

• Photographs or videos showing the damaged product or component.

• Photographs of the shipping box and packaging.

• A photograph of the shipping label.

Keep the product, original packaging, paperwork, and shipping label until the claim has been resolved.

After reviewing the claim, UpGoing may provide replacement parts, repair assistance, replacement, exchange, refund, or another appropriate solution.

Shipping damage caused by a customer-arranged carrier, freight forwarder, or unauthorized return method is not the responsibility of UpGoing.

13. Lost or Missing Packages

If tracking information has not updated for an extended period or the package appears to be lost in transit, contact support@upgoing.com.

UpGoing may open an investigation with the shipping carrier. Carrier investigations may require additional time to complete.

A replacement or refund may be provided after the carrier confirms the loss or after UpGoing completes its investigation.

If tracking shows that a package has been delivered but you cannot locate it, please:

1. Check the delivery area and surrounding property.

2. Ask household members, neighbors, or building management.

3. Review any delivery photograph or notice.

4. Contact the shipping carrier.

5. Contact UpGoing if the package remains missing.

We may request additional information or documentation before providing a resolution.

14. Contact Us

For questions about shipping, tracking, cancellations, or delivery, contact us:

UpGoing
Website: upgoing.com
Email: support@upgoing.com