FAQ

I. Ordering & Payment

Q1: How do I place an order?

Ordering is quick and easy:

Select Your Product — Choose the item you would like to purchase and add it to your cart.

Enter Your Details — Provide your shipping address and contact information at checkout.

Complete Your Payment — Select an available secure payment method and finalize your purchase.

Receive Your Confirmation — After your order is successfully placed, you will receive an order confirmation.

Our fulfillment team will then start preparing your order for shipment.

Q2: Is my payment information secure?

Yes. We take the protection of your personal and payment information seriously.

Payments are processed by secure third-party payment 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 are dispatched from our U.S. fulfillment center.

Processing typically takes 1–2 business days, excluding weekends and U.S. public holidays.

Tracking information will be provided once your order has shipped.

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.

These delivery times are estimates and may vary depending on the destination, carrier conditions, customs clearance, local regulations, weather, or other circumstances beyond our control.

Shipments to Alaska, Hawaii, Puerto Rico, and other non-contiguous U.S. locations may take longer due to lithium battery transportation requirements.

Q5: Do you offer free shipping?

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

Any applicable shipping fees, destination restrictions, or special delivery conditions will be shown at checkout before you complete payment.

As portable power stations contain lithium batteries, restrictions may apply to certain destinations and shipping methods.

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 your 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 depending on the destination, product type, and local regulations.

If you receive an unexpected charge from customs or the carrier, please contact our customer support team so we can review the charge and assist where possible.

III. Order Tracking

Q7: How can I track my order?

You will receive tracking information once your order has shipped.

Enter your tracking number on the carrier’s official website to check the latest delivery updates.

Depending on the destination and shipping requirements, your order may be delivered by UPS, FedEx, DHL, USPS, or another approved logistics provider.

Please allow 24–48 hours after shipment for tracking updates to begin appearing.

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

Delivery estimates may sometimes be affected by carrier delays, weather, customs processing, transportation restrictions, or other circumstances beyond our control.

If your tracking information has not changed 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 shipments that are delayed or potentially lost.

Q9: My tracking says “Delivered,” but I cannot find my package. What should I do?

Please start by:

Checking the area around your delivery location.

Asking household members or neighbors.

Checking with building staff, reception, or property management, if applicable.

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

If you still cannot find your package, please contact our customer support team for assistance 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 other included items.

Be securely packaged for return shipping.

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

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

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

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible.

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

A replacement, orA full refund.

Please report visible shipping damage within 48 hours of delivery.

We may ask for photos, videos, or additional information to help us assess the issue.

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

Yes. Eligible returns for reasons unrelated to product quality may be requested within 30 days of delivery.

For these returns:

The customer is responsible for return shipping costs.

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 replacement packaging that is required.

Q13: How do I start a return?

Please obtain authorization before returning any product.

To request a return:

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

Package the product securely according to the instructions provided.

Send the product using the approved return shipping 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 of arrival.

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

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

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 following delivery.

The product warranty covers eligible manufacturing defects under the applicable warranty terms.

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

Please review the applicable warranty terms for complete 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 the problem is covered by the applicable warranty terms, our support team will guide you through the appropriate next steps.

VI. Customer Support

Q17: How can I contact customer support?

For assistance with orders, shipping, tracking, returns, refunds, warranty, or product support, please use the support options available on our website or email alianavanna85568@hotmail.com.

We normally respond within 1 business day.

Q18: What information should I provide when contacting support?

To help us assist you efficiently, please include:

Your order number.

The name used when placing the order.

A clear description of your question or issue.

Relevant photos or videos if your inquiry concerns damage or a product defect.

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