Info & Support Policies

Shipping times vary depending on the product and size of your order. With the incredible demand for solar products, our average delivery time to your preferred shipping address is between 5-10 business days from the date of order excluding weekends, public or business holidays, or unforeseen carrier delays.

• Order Placement: We process all orders within 72 business hours, Monday to Friday, excluding public holidays. If you are placing an order using a quote we provided, please ensure that you are using the most current and correct version of the quote.


• Order Confirmation: You will receive an email confirming your order, which includes your order number and important documents we highly recommend reviewing.


• Processing: Once your order is processed, you will receive an email notification to the email address on your account. If a product that you've ordered is not in stock or there is a delay, a member of our team will reach out within 72 business hours via email or phone.


• Shipping Couriers: Orders are shipped mostly using carriers, FedEx, UPS, USPS including multiple freight companies.


• Tracking your package: Once your order has been shipped, a notification with tracking details will be sent to the email address provided at checkout. It is the recipient's responsibility to track all packages within an order. Please keep a lookout!


• Delivery: Delivery times vary based on location. If the shipping address provided is remote, please be advised that the carriers may be in contact and reach out to the number provided on your order, to make delivery arrangements.

If you have any questions, give us a call at 877-242-2792 or reach out via email info@shopsolarkits.com/live chat.

PRODUCT TYPE	ESTIMATED FULFILLMENT TIME	ESTIMATED SHIPPING TIME
Cables & Accessories	within 24-48 hrs	2-5 Business days
Solar Generators	within 24-48 hrs	5-7 Business days
Inverters and Batteries	within 24-48 hrs	5-7 Business days
Large Batteries	within 24-48 hrs	1-2 weeks
390-430W Solar panels	within 24-48 hrs	1-2 weeks
Ground mount and Racks	within 24-48 hrs	1-3 weeks
Open Box Inventory	within 24-48 hrs	5-7 Business days

International Shipping

We currently ship to the lower 48 states with the exception of Puerto Rico. After your order is placed, our fulfillment team will coordinate with our partner logistics company to determine the final delivery cost for review.

If you’re located outside of these states, you are welcome to arrange for your own shipping provider to deliver the order to your address.

Please note: Lead times and processes for international shipping may vary on location.

By making a purchase, you agree to follow this procedure for any delivery issues. It is the customer's responsibility to ensure the delivery address and contact information provided at checkout is complete and accurate.

Items in Transit

• Delayed Delivery: If your order has not arrived after 15 business days from the shipping date, contact us at info@shopsolarkits.com. We will investigate the delay and work with the manufacturer to resolve the issue promptly.

Items Not Delivered / Non-Delivery Issues

• Reporting Non-Delivery: If you suspect a failed delivery (e.g., wrong shipping address, customer not home, ETC), you must notify us immediately with details of the issue and your order number at info@shopsolarkits.com. Please note that once the order is shipped, we can no longer make changes to the order.
• Resolution Process: We will investigate the issue and may reship the item if approved, and/or provide specific instructions for reclaiming your package will be given. Circumstances may vary.

Items Marked as Delivered

• Verification of Delivery Claims: Should you report an item not received, yet the carrier has marked it as "Delivered," please check your premises, with neighbors, or any other possible locations where the package could be.
• Limitation of Liability: ShopSolar is not responsible for any losses or theft of packages after they have been marked "Delivered" by the carrier. The responsibility for securing the delivered item rests solely with the recipient.

• When your order arrives, it’s crucial to inspect the packaging and items immediately. In the rare case of any visible damage(s), please mark this on the waybill or delivery receipt with the delivery company. If marking the receipt isn’t an option, take clear photos of the packaging and the damaged items within 24-72 hours and send them to us at recovery@shoplarkits.com. You can also submit a ticket through this TICKET FORM.


• Reporting Damages or Missing Items: To ensure we can assist you properly and file any necessary claims with the manufacturer or carrier, please make sure you have all the necessary and relevant information and submit a report within 24 hours of receiving your order. Failure to report within this window may result in delays or an inability to resolve the issue.

*KEEP ORIGINAL PACKAGING* - Customers are required to retain all original packaging in case a return is necessary. ShopSolar does not provide replacement packaging for returns, repairs, or replacements. The cost of repackaging items for a return will be the customer’s responsibility. Keeping the original packaging ensures a smoother return process and helps avoid potential issues during transit.

Receiving Shipments (Freight and Oversize)

The majority of our orders ship via standard carriers (Fed-Ex, UPS, DHL, USPS) etc. However, depending on your order size/weight, you could have larger or oversized items that will require a special shipping service like freight. Please note that if you are unable to receive deliveries from a freight transport at your desired delivery address, it is your responsibility to make arrangements with the freight company when they call to set up the appointment.

This includes situations where access is limited, such as long/narrow driveways that cannot accommodate large transport vehicles. Customers should be aware that failure to coordinate delivery may result in packages being left in unsuitable locations or requiring pickup from a terminal, which may lead to additional inconvenience & extra cost may be incurred.

Pre-shipment: Orders may be canceled within 24 business hours of placing the order. To cancel an order, please contact us immediately at info@shopsolarkits.com, submit a ticket here, or call 877-242-2792

Post-shipments: Once an order has been dispatched, it cannot be canceled, refunded or rerouted. In the event that the order has already been shipped and the preference is to cancel, we request to refuse the package upon delivery. Please note that not all shipments will require a signature at the time of delivery, so we highly recommend tracking your package to make the refusal. Note that some manufacturers will require a reconsignment fee to have packages turned around if in transit. Please note that shipping costs on the order are non-refundable.

Returns are free within 30 days from the purchase date. The customer is responsible for the cost of return shipping and agrees to use only reputable couriers capable of providing tracking information for proof of delivery and are able to provide insurance for the value of the shipment.

Note: Special custom-built kits (not listed on shopsolarkits.com) are not eligible for return.

To be eligible, returns are subject to the following:

1. Eligibility Period: Request must be made 30 days from purchase date.


2. Product Condition: The product(s) must be returned "as new" in full working condition, and must be returned in its original packaging exactly like it was sent to you.


• Original packaging is important because these types of products ship with special labels and forms that must be present on the box when shipping them back to us. Installing a product will void returns.


3. Photos: Customers are required to submit photos of the product in its original packaging when initiating a return. These photos must be provided to ensure the product is properly prepared for return. Failure to submit these photos may delay the return process.


4. Processing fees: All returns 30 days after purchase date, will require written approval from Shop Solar prior to the item being returned and are subject to a 15% restocking fee.


5. Return Shipping: Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping service to ensure the safe return of the item. ShopSolar is not liable for any damages or issues that occur during return shipping. In such cases, customers will need to file a claim with their chosen courier to resolve the matter, as we are unable to process refunds or replacements for items damaged in transit.


6. Return Address: Orders may include items from different suppliers, and as a result, we may provide different return addresses for specific items. Please ensure you send returns to the correct address provided for each item. ShopSolar is not responsible for lost or misrouted items if they are returned to the wrong address.


7. Supplier Fee - Please be aware that our suppliers may charge a restocking fee for returned items.


8. Right to Refuse: We reserve the right to refuse a return if it does not meet our policy conditions. Any equipment malfunctions due to the addition of third-party equipment without written approval from Shop Solar Technical Product Specialists may be considered misuse and void warranty or returns.


9. Terms: Refunds will only be processed once the returned equipment has been delivered back to the warehouse successfully, inspected and proven to be in working condition with all of its components accounted for.
   
   Returns and Exchanges for items Outside of the Lower 48 States of the U.S
   Please note that the customer is responsible for covering all shipping costs for returns or exchanges of items back to the manufacturer. We recommend using reputable freight services with sufficient insurable coverage.

Our exchange policy follows the same outline as the return policy above. We will process the new order once the returned items have arrived and been fully inspected.

To initiate a Return, Exchange, or Warranty - Submit Ticket Here
We'll respond to your email within 24-48 business hours, and set up your return, replacement, or warranty as soon as possible.

*All shipping charges are non-refundable.

Returns and Exchanges for items Outside of the Lower 48 States of the U.S

Please note that the customer is responsible for covering all shipping costs for returns or exchanges of items back to the manufacturer. We recommend using reputable freight services with sufficient insurable coverage.

All ShopSolar customers are entitled to the full manufacturer warranty, as we are authorized distributors for all the brands on our website. As an authorized distributor, ShopSolar ensures that all customers receive full manufacturer warranty coverage.

Some manufacturers require customers to cover return shipping costs for warranty claims after 30 days. If you experience any issues, we are happy to assist you in coordinating with the manufacturer. Please refer to the product manual or the manufacturer’s warranty details for specific terms.

Warranty Timeline: Warranty coverage may vary depending on the item and the manufacturer’s warranty. If you encounter issues, we are happy to assist you in coordinating with the manufacturer. Please refer to the product manual or the manufacturer’s warranty information included with your product for specifics.

For warranty claims, you can contact the manufacturer directly, or submit a ticket HERE.

Please note that submitting a ticket does not necessarily mean immediate processing of a warranty replacement or repair. Our Technical Support team will review your request and may ask for additional information needed to troubleshoot or identify the issue as requested by the manufacturer. Typically, we will require the following information to process a warranty claim:

1. Serial number of the product
2. Purchase date
3. Warning, error, or panel fault message
4. Description of the issue
5. Photos/videos that assist in identifying the issue

Warranty Policy for item(s) outside of the lower 48 States of the U.S - Please note that the manufacturer warranty is only applicable within the 48 states. If warranty service is required for items outside this area, the customer must send the product to the mainland. The customer is responsible for covering all shipping costs to the manufacturer and back once warranty, repair, or replacement is completed. We recommend using freight services to send items from your location to the manufacturer.

EcoFlow Delta Solar Panel Kits: The panels included in the custom EcoFlow Delta kits are third-party panels tested by professionals for compatibility with EcoFlow products and are warrantied by ShopSolar.

Installation & Associated Costs:

Installation of our products may require technical expertise or additional equipment, which are not provided by ShopSolar. We do not cover any installation costs or fees incurred due to incorrect installation or use. It is the customer’s responsibility to ensure that installation instructions are followed and that any required tools or expertise are acquired beforehand.

We strongly recommend seeking professional assistance if you lack technical experience. ShopSolar will not be held liable for damages, losses, or additional costs resulting from improper installation or use.

Recommended Tools for Solar Installation and Maintenance

Having the right tools for your solar system isn't just handy—it's essential for safe, efficient maintenance and maximizing your system's lifespan.

1. Multimeter
   
   • Purpose: Measures voltage, current, and resistance, essential for diagnosing system performance.
   • Features to look for: DC/AC measurement, continuity test, auto-ranging, and ideally a clamp function for non-invasive current measurement.


2. MC4 Crimping Tool and MC4 Connectors
   • Purpose: Used for attaching and maintaining MC4 connectors on solar panel cables.
   • Note: MC4 connectors are standard in solar wiring; a good crimping tool ensures reliable, waterproof connections.


3. Screwdrivers and Insulated Wrenches
   
   • Purpose: Insulated tools protect against electric shock. Screwdrivers and wrenches are needed to work on inverters, charge controllers, batteries, and panels.
   • Tip: Magnetic screwdrivers and tools with rubber grips are ideal.


4. Cable Ties and Cable Management Tools
   
   • Purpose: Keeps wiring organized and prevents tangling or rubbing that could cause wear and electrical issues over time.

We kindly remind you that we do not provide or reimburse for these items. However, having these tools readily available can be incredibly beneficial when troubleshooting or fixing your system, ensuring both safety and efficiency in your setup.

Customers must follow the battery maintenance guidelines provided in the user manual. Failure to do so may result in damage, which will void the warranty. ShopSolar Kits will not be held responsible for any resulting issues or costs.

Battery Maintenance Tips for Lithium-Based Batteries

1. Keep it Charged: To maintain optimal performance and longevity of your battery, aim to keep it charged above 20%. Avoid letting it fully discharge (down to 0%), as this can cause potential damage over time. Lithium-based batteries can be continually discharged to 100% depth of discharge and there is no long-term effect. However, we recommend you only discharge down to 80% to maintain better performance.


2. Avoid Extreme Temperatures: Store and use batteries in moderate temperatures. Extreme heat can damage the battery, while extreme cold can reduce performance. Never store the product below -20 degrees Celsius or above 45 degrees Celsius. Operating temperature varies from one battery to another so always refer to the manufacturer’s manual.


3. Regular Use and Calibrate Occasionally: Lithium batteries should be used regularly to keep the battery healthy. Long periods of inactivity can lead to capacity loss. Occasionally let your battery discharge fully and then recharge to 100%. This can help recalibrate the battery’s charge level indicator. This also ensures the battery’s BMS remains calibrated.


4. Use the Right Charger: Always use the manufacturer’s recommended charger to avoid overcharging or damaging the battery.


5. Store Properly: For long-term storage, please discharge the product every three months (firstly discharge it to 0%, then fully recharge it, and lastly discharge it to 60%)


6. Monitor for Damage: Regularly check batteries for any signs of swelling, leaks, or damage. If you notice any issues, discontinue use immediately.


7. Avoid Overheating During Charging: When charging, ensure the battery has good airflow. Avoid covering the device or placing it on soft surfaces that can trap heat. When in use, avoid using too many loads or over-discharging the battery to ensure that the draw is within the capacity of the unit and to avoid overheating.


8. Keep Contacts Clean: Ensure that the battery contacts are clean and free of dirt or corrosion to maintain a good connection.


9. Educate Yourself: Stay informed about best practices for your specific battery type and model, as recommendations can vary.

By following these tips, you can help prolong the lifespan and performance of your lithium-based batteries!

We are committed to ensuring our customers have a reliable and sustainable energy source. To enhance your solar experience, we would like to emphasize the importance of having a backup power solution.

This suggestion outlines the significance of maintaining a backup power source alongside your solar system to ensure consistent energy availability.

1. Importance of Backup Power - While solar systems are designed to provide renewable energy, there are circumstances where additional power may be necessary. These circumstances include:

• Prolonged periods of cloudy weather
• System maintenance or faults
• Unexpected outages

2. Recommended Backup Solutions - We encourage our customers to consider the following backup power options:

• Battery storage systems
• Generators
• Alternative energy sources

3. Commitment to Quality - At ShopSolar, your satisfaction and energy security are our top priorities. We appreciate your commitment to renewable energy and look forward to supporting you in maintaining reliable power.

ShopSolar is dedicated to providing high-quality solar solutions and exceptional service. However, to clarify our responsibilities, we would like to outline our liability disclaimer regarding certain costs associated with solar systems.

This policy serves to inform customers that our company is not liable for specific costs incurred in relation to the installation, maintenance, or operation of solar systems.

1. Excluded Costs - We will not be responsible nor provide monetary compensation for any of the following costs:
   
   • Lost wages due to system downtime or difficulties
   • Electrician costs for installation, repairs, or maintenance
   • Fuel costs related to alternative power sources during outages
   • Any other related costs or expenses arising from the solar system's performance
   
   
2. Customer Acknowledgment - By purchasing and utilizing our solar products and services, customers acknowledge and accept this liability disclaimer. It is the customer’s responsibility to plan and be prepared for potential outages or system issues.


3. Commitment to Service & Support - We strive to provide you with the best possible solar solutions and support. If you have any additional questions please reach out to info@shopsolarkits.com, we are happy to help!

Thank you for your understanding and trust in our services.