FAQ
Q1: How do I place an order?
Placing an order is simple:
- Choose your product: Select the item you want and add it to your cart.
- Enter your information: Provide your shipping address and contact details at checkout.
- Complete payment: Select an available secure payment method and complete your purchase.
- Receive confirmation: You will receive an order confirmation once your order has been placed successfully.
Our fulfillment team will then prepare your order for shipment.
Q2: Is my payment information secure?
Yes. We take the security of your personal and payment information seriously. Payments are processed by secure third-party providers using industry-standard security technologies. Your complete credit card details are handled directly by the payment provider and are not stored on our systems.
II. Shipping & Delivery
Q3: Where will my order ship from?
Orders ship from our U.S. fulfillment center. They are typically processed within 1–2 business days, excluding weekends and U.S. public holidays. Tracking information will be provided once your order ships.
Q4: How long does delivery take?
Estimated delivery times after shipment are:
- U.S. orders: Typically 3–5 business days
- Eligible international orders: Typically 7–20 business days
These are estimates. Delivery may vary due to the destination, carrier conditions, customs clearance, local regulations, weather, or other circumstances outside our control.
Orders to Alaska, Hawaii, Puerto Rico, and other non-contiguous U.S. locations may take longer because of lithium battery transportation requirements.
Q5: Do you offer free shipping?
Free shipping is available on eligible orders where stated on our website. Any shipping charges, destination restrictions, or special delivery conditions that apply will be shown at checkout before payment.
Because portable power stations contain lithium batteries, some destinations and shipping methods may be restricted.
Q6: Will I need to pay customs duties or import taxes?
For eligible international orders shipped under DDP (Delivered Duty Paid) terms, applicable customs duties and import taxes are included in the order total. In most cases, you will not need to pay additional customs duties or import taxes upon delivery.
Shipping and tax arrangements may differ by destination, product type, and local regulations. If you receive an unexpected customs or carrier charge, please contact our customer support team so we can review it and assist where possible.
III. Order Tracking
Q7: How can I track my order?
You will receive tracking information once your order ships. Enter the tracking number on the carrier’s official website to see the latest delivery updates.
Depending on the destination and shipping requirements, your order may be handled by UPS, FedEx, DHL, USPS, or another approved logistics provider. Please allow 24–48 hours after shipment for tracking updates to appear.
Q8: What should I do if my package is delayed?
Carrier delays, weather, customs processing, transportation restrictions, and other circumstances outside our control can occasionally affect delivery estimates.
If your tracking has not updated for an extended period or your package is significantly delayed, please contact our customer support team. We will work with the carrier to investigate eligible delayed or potentially lost shipments.
Q9: My tracking says “Delivered,” but I cannot find my package. What should I do?
First, please:
- Check around your delivery location.
- Ask household members or neighbors.
- Check with building staff, reception, or property management, if applicable.
A carrier may sometimes mark a package as delivered shortly before it physically arrives. If you still cannot find it, please contact our customer support team so we can help investigate the delivery.
IV. Returns & Refunds
Q10: What is your return policy?
We accept eligible returns within 30 days of delivery. Returned products should:
- Be in good condition.
- Include all original accessories, cables, manuals, and other included items.
- Be securely packaged for return shipping.
High-capacity lithium batteries require special handling, so please keep the original packaging whenever possible. If you no longer have it, contact us before returning the product.
Q11: What if my item arrives damaged, defective, or incorrect?
Please contact us as soon as possible. For an approved claim, we will cover the applicable return shipping cost and offer either a replacement or a full refund.
Visible shipping damage should be reported within 48 hours of delivery. We may ask for photos, videos, or other information to help review the issue.
Q12: Can I return an item if I change my mind?
Yes. You may request an eligible return for a non-quality reason within 30 days of delivery. For these returns:
- The customer pays return shipping.
- The product must be in good, resalable condition.
- All original accessories and included items should be returned.
- The product must be securely packaged for transport.
A reasonable deduction may apply for missing accessories, excessive wear, damage, or replacement packaging that is required.
Q13: How do I start a return?
Please obtain authorization before sending a product back. To request a return:
- Contact our customer support team with your order number and reason for the return.
- We will normally review your request within 1 business day.
- If approved, we will provide return instructions and, where applicable, a Return Authorization or RMA number.
- Pack the product securely according to those instructions.
- Ship it using the approved return method.
Special return shipping requirements may apply because portable power stations contain lithium batteries.
Q14: How long does a refund take?
Returned products are normally inspected within 3–5 business days of arrival. Once the return is approved, we will issue the refund to your original payment method.
After the refund is issued, it may take approximately 5–10 business days to appear, depending on your bank or payment provider.
V. Warranty & Product Support
Q15: Is the 30-day return policy the same as the product warranty?
No. The 30-day return policy covers eligible returns after delivery. The product warranty covers eligible manufacturing defects under the applicable warranty terms.
A qualifying manufacturing defect reported after the 30-day return period may still qualify for warranty service. Please consult the applicable warranty terms for full coverage details.
Q16: What should I do if my product develops a problem?
Please contact our customer support team and provide:
- Your order information
- A clear description of the problem
- Relevant photos or videos, if available
We may request additional information to help identify the issue. If it is covered by the applicable warranty terms, our support team will guide you through the next steps.
VI. Customer Support
Q17: How can I contact customer support?
For help with orders, shipping, tracking, returns, refunds, warranties, or products, please use the support options available on our website. We normally respond within 1 business day.
Q18: What information should I provide when contacting support?
To help us assist you efficiently, please provide:
- Your order number
- The name used for the order
- A clear description of your question or issue
- Relevant photos or videos if the issue involves damage or a product defect
Complete information helps our support team review and resolve your request more efficiently.