Frequently Asked Questions: Answered
Why was my credit / debit card declined / unable to authorize at checkout?
Your bank will usually text/email you to verify the transaction and you will need to respond to this. Once you've responded verifying the transaction, you will need to re-enter your card details and it should go right through.
If your bank does not text/email you, a quick call to your bank (number on the back of the card) will usually fix it.
Rest assured, we only charge the card once, after it's been approved and you will get ONE order confirmation number. If you have any questions/concerns about this give us a call at 877-242-2792
What are your customer support hours?
Our phone and live chats are open daily, Monday-Friday. We do our best to respond to all emails within 24-48 business hours. You can also send us a text message to our main line at 877-242-2792.
How does shipping work?
Most of our products ship for FREE across the entire United States. However, some products require shipping charges, especially going to Hawaii, Alaska and Puerto Rico. If your order requires shipping, it will be calculated at checkout. You can also reach out to us here and inquire about shipping, or just give us a call 877-242-2792.
How long will it take for me to get my solar equipment?
If you're in the lower 48 states we do our best to get you your order within 5-10 business days. Recently with the incredible demand for products, our lead times are averaging around 9-12 business days. For Alaska, Hawaii and Puerto Rico it can be upwards of 10-20 days. We will send your tracking information as soon as we have it - and we send it to the e-mail that is on file.
What currency is being displayed?
Our prices are in USD.
How do I know you got my order?
Once you submit your order, you will receive a confirmation email, which has your order details and order #. We will use that same e-mail to send you any further communication, including your tracking information.
Can I track my order?
We will send your tracking information/number as soon as it's available. Please make sure you have the proper e-mail on file, or at least a phone number that can receive text messages for your your tracking information.
What if the product(s) arrive damaged?
Always inspect the packaging of your item(s) when they arrive, if you notice any damage, please make note of it right away and/or mark it on the way bill if possible. In the off chance your product arrived damaged, follow our step by step guide on how to handle this situation here.
What if I need to cancel my order?
If you need to cancel your order, please reach out to us as we understand things change. That being said, if you order has shipped, you (the buyer) may be responsible for return shipping charges. Refunds can only be issued to the original credit card that was used. You can read more about cancellations here.
Can I return my order?
Free Return Policy - Our free return policy lasts 30 days. The product must be in the original packaging, not previously installed and in the same condition that you received it. - Read more here.
Our goal is to make your life as easy as possible so if you have any questions or concerns or need to return something you purchased, it's safe to assume we'll do our absolute best to help you get the products returned back to our appropriate warehouse with little to no cost to you.
If you'd like to return you order, please reach out to us directly as all returns must be accompanied by a valid RMA number. Also, returns may subject to a small restocking fee and the buyer may be responsible for return shipping.
How do warranties work?
All of ShopSolarKit's products are covered by the original manufacturer's warranty. We are more than happy to help you get in touch with the manufacturer or if you are not sure what your warranty limitations are.
Warranty Policy - Check the manual or instructions that accompanied your product for up to date information. If needing to file a warranty claim, most manufacturers will require the following information:
1. Serial number of the item
2. Purchase date
3. Warning, Error or Panel Fault Message
4. Description of the problem
Again, we are more than happy to help you contact the manufacturer. Please refer to this page here and follow the (5) steps when reaching out via e-mail for a warranty issue.
What is a foreign transaction fee?
If your bank notifies you of a “foreign transaction” this is because ShopSolarKits.com is owned by a Canadian Corporation based in Ottawa, ON.
We will refund any “foreign transaction fees” that customers may incur from their banks and do our best to mitigate these all together.
If you’d prefer to do a bank wire or have questions about other payment methods. Please reach out to us directly at 877-242-2792.
How do discount codes work?
We run promotional discounts from time to time. The discount codes will generally be on the product page itself, that is where the most up-to-date discount codes will be.
USA Distribution Centers:
808 Proctor Ave.
1813 Greens Rd.
Houston, TX 77032
848 N Rainbow Blvd.
Las Vegas, NV 89107
*No in-person pick-ups available at this time.
*Please note: All US orders will ship from US based facilities. Canadian orders will ship from Canadian facilities.
What's your legal contact information?
Nine Two Ventures Inc. DBA: ShopSolarKits.com
Ottawa, ON K2E 6E4 [Canada]
HST#: 134901313 RT001
Ontario Corp No. 002687115