FAQ

Q1: How do I place an order?

Placing an order is quick and simple:

1. Choose Your Product — Select the item you want and add it to your cart.

2. Enter Your Information — Provide your shipping address and contact details at checkout.

3. Complete Payment — Choose an available secure payment method and complete your purchase.

4. Receive Confirmation — Once your order is placed successfully, you will receive an order confirmation.

Our fulfillment team will then begin preparing 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 through secure third-party payment providers using industry-standard security technologies.

Your full credit card information is handled directly by the payment provider and is not stored on our systems.

II. Shipping & Delivery

Q3: Where will my order ship from?

Orders are shipped from our U.S. fulfillment center.

Orders are typically processed within 1–2 business days, excluding weekends and U.S. public holidays.

Once your order ships, tracking information will be provided.

Q4: How long does delivery take?

Estimated delivery times are:

U.S. Orders: Typically 3–5 business days after shipment

Eligible International Orders: Typically 7–20 business days after shipment

Delivery times are estimates and may vary due to destination, carrier conditions, customs clearance, local regulations, weather, or other circumstances outside our control.

Orders shipped to Alaska, Hawaii, Puerto Rico, and other non-contiguous U.S. locations may require additional transit time due to lithium battery transportation requirements.

Q5: Do you offer free shipping?

Free shipping is available on eligible orders where stated on our website.

Any applicable shipping charges, destination restrictions, or special delivery conditions will be displayed at checkout before payment.

Because portable power stations contain lithium batteries, certain 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, no additional customs duties or import taxes will be required upon delivery.

Shipping and tax arrangements may vary depending on the 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?

Once your order ships, you will receive tracking information.

Use the tracking number on the carrier’s official website to view 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 information to begin updating.

Q8: What should I do if my package is delayed?

Delivery estimates may occasionally be affected by:

Carrier delays

Weather

Customs processing

Transportation restrictions

Other circumstances outside our control

If your tracking has not updated for an extended period or your package appears 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

Some carriers may mark a shipment as delivered shortly before the package physically arrives.

If you still cannot locate your package, please contact our customer support team so we can assist with a delivery investigation.

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 included items

Be securely packaged for return shipping

Because high-capacity lithium batteries require special handling, please keep the original packaging whenever possible.

If the original packaging is no longer available, please contact us before returning the product.

Q11: What if my item arrives damaged, defective, or incorrect?

Please contact us as soon as possible if your order arrives damaged, defective, or incorrect.

For approved claims, we will cover the applicable return shipping cost and provide either:

A replacement, or A full refund

For visible shipping damage, please contact us within 48 hours of delivery.

We may request photos, videos, or other information to help us review the issue.

Q12: Can I return an item if I change my mind?

Yes. Eligible non-quality-related returns may be requested within 30 days of delivery.

For these returns:

Return shipping is paid by the customer

The product must be in good, resalable condition

All original accessories and included items should be returned

The product must be securely packaged for transportation

A reasonable deduction may apply for missing accessories, excessive wear, damage, or required replacement packaging.

Q13: How do I start a return?

Please do not return the product without prior authorization.

To request a return:

1. Contact our customer support team with your order number and return reason.

2. We will normally review your request within 1 business day.

3. Once approved, we will provide return instructions and, where applicable, a Return Authorization or RMA number.

4. Pack the product securely according to the provided instructions.

5. Ship the product using the approved return method.

Because portable power stations contain lithium batteries, special return shipping requirements may apply.

Q14: How long does a refund take?

Returned products are normally inspected within 3–5 business days after arrival.

Once the return is approved, the refund will be issued to the original payment method.

Depending on your bank or payment provider, it may take approximately 5–10 business days for the refund to appear after it has been issued.

V. Warranty & Product Support

Q15: Is the 30-day return policy the same as the product warranty?

No.

The 30-day return policy applies to eligible returns after delivery.

The product warranty covers eligible manufacturing defects according to the applicable warranty terms.

A qualifying manufacturing defect reported after the 30-day return period may still be eligible for warranty service.

Please refer to 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 issue

Relevant photos or videos, if available

Additional information may be requested to help us identify the problem.

If the issue is covered under the applicable warranty terms, our support team will assist you with the appropriate next steps.

VI. Customer Support

Q17: How can I contact customer support?

For questions about orders, shipping, tracking, returns, refunds, warranty, or product support, please contact us through 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 more efficiently, please provide:

Order number

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

Providing complete information can help our support team review and resolve your request more efficiently.