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US Solar Supplier Shipping Policy
At USSolarSupplier, we recognize the importance of receiving your solar products promptly and efficiently. Our goal is to provide a seamless, customer-friendly experience throughout the entire shipping process. To help you better understand our shipping practices, please review our comprehensive shipping policy below.
Shipping Costs and Carriers
Shipping costs are calculated based on the weight and dimensions of the product(s) in your order. We utilize FedEx or UPS for ground shipments, and trusted freight carriers for larger shipments. All of our shipments are insured for your protection. For logistical reasons, all shipments are made using our company's shipping account.
Estimated Delivery Time
For standard delivery, most orders will arrive at their destination within 7 to 10 business days. Please note that these estimates are subject to change depending on carrier's operational capabilities and other factors beyond our control.
Inspecting Shipments Upon Delivery
When your order arrives, it's of utmost importance that you meticulously inspect your shipment upon delivery. If delivered by a freight truck, you should reach out to the freight carrier using the phone number given on the carrier's bill. By signing the delivery receipt without noting any potential damages, issues, or if you're unable to inspect the delivery, you are legally confirming that you've received the shipment in good condition. Please be advised that USSolarSupplier can't be held responsible for any damages or missing items not listed on the delivery receipt.
If you decide to accept a package that's visibly damaged, make sure to note on the delivery receipt that you're signing for a damaged package. However, please note that USSolarSupplier can't be held responsible for any damages or missing items accepted via signature delivery.
After receiving your shipment, it is crucial that you carefully count and inspect the contents before acknowledging delivery. In the unlikely event that your shipment has been damaged during transit, please take photos of the materials and note the damage on the Bill of Lading (BOL). If there is major visible damage, you should reject the delivery outright.
In case of damages, it is required that you notify US Solar Supplier by email (kyle@ussolarsupplier.com) within 24 hours of delivery. Please include the signed BOL, as well as any additional photos or supporting documents. If the BOL is not properly noted at the time of delivery, US Solar Supplier cannot be held responsible for additional costs for replacement materials.
All returned items are subject to inspection and approval.
Expedited Shipments
We strive to ship expedited orders on the same day we receive them. However, orders placed after 1:00 PM Eastern Time (10:00 AM Pacific Standard Time) may not ship the same day. Expedited orders placed over the weekend or on major holidays will be processed and shipped on the following business day.
Please note that carriers do not deliver on weekends or major holidays, with the exception of Saturday delivery. If you require Saturday delivery, please contact our sales department at +1 (800) 230-7004 for assistance.
Out of Stock and Backordered Items
Occasionally, an item may have a lead time or be backordered after your order is received. If there is a lead time associated with your order, we will contact you to confirm whether this lead time aligns with your project deadline.
Special Requests
If you have specific preferences or deadlines for your order, such as:
Please include this information in the order notes when placing your order, and we will do our best to accommodate your needs. For other special requirements, please call our sales department at +1 (800) 230-7004 before placing your order.
Multiple Shipments
We warehouse our products across the United States, and occasionally, we may need to ship your order from two or more different locations. In such cases, we will never charge you more for shipping than your original payment. If you require your order to arrive in a single shipment, please contact our sales department when placing your order at +1 (800) 230-7004 or add this information to the "Order Comments" box. To consolidate certain orders, we may need to bring the products into our Vista office and combine them before shipping, which may result in an additional 3-5 day lead time and additional shipping charges.
International Shipments
Currently, USSolarSupplier only ships within the United States and does not offer international shipping.
Shipping on Your FedEx or UPS Account
USSolarSupplier's policy requires regular parcel orders (ground, air/express shipments, non-freight) to be shipped on our UPS account. We appreciate your understanding.
Freight Shipments
Certain products on USSolarSupplier must be shipped freight due to their weight, dimensions, or classification as hazardous materials. For more information, please refer to our Claims & Returns Policy and Refund Policy.
Freight Shipment Products include, but are not limited to:
Freight Options
When placing an order that requires freight shipping, you will need the following information:
Residential freight shipments are more expensive than commercial zone shipments due to accessibility and established routes. If your freight shipment weighs over 100 pounds and you lack access to a forklift or loading dock, you will need a lift gate to unload your pallet from the truck.
Freight can be complex; if you require assistance in selecting the appropriate shipping option, please contact our sales department at +1 (800) 230-7004 for support. The freight quotes provided on our website are approximate, and our team may be able to offer a better rate.
Please note that the shipping cost displayed at checkout is an estimate and may be adjusted at the time of shipment. Freight rates may increase while the product is in production. You can help by providing a commercial shipping address that can accommodate a semi-trailer and/or acknowledging the outlined terms and conditions.
Ground/Freight Cost Logistics & Unforeseen Expenses
Any fees incurred by a shipping carrier due to a lack of delivery information (address or location) will automatically be billed to the customer. Please ensure you check your order confirmation for accurate information.
When placing an order by phone, inform the sales representative of any shipping irregularities (inaccessible areas for shipping carriers, such as narrow driveways, rural locations, steep hills, dirt/gravel roads, or missing address information and signage).
By placing an order with USSolarSupplier, you agree to our shipping policy. If you have any questions or concerns about shipping, please feel free to contact our friendly and knowledgeable customer support team. We are always here to help and ensure that your experience with USSolarSupplier is a positive one.
Restocking Fee
Please note that a 40% restocking fee will be applied to panels, inverters, and batteries once the order has been processed and delivery has been attempted. This fee is in place to cover the costs associated with processing, handling, and restocking returned items.
Cancellations
If you need to cancel an order, please contact our customer support team as soon as possible. If the order has not yet been shipped, we will make every effort to cancel it without incurring additional costs. However, if the order has already been shipped, you will be responsible for the return shipping costs and the 40% restocking fee mentioned above.
Claims & Returns Policy
If you receive damaged, defective, or incorrect products, please contact our customer support team within 5 business days of receiving the shipment. We will work with you to find a suitable solution, which may include issuing a refund, replacing the product, or providing technical support to resolve the issue.
To initiate a return, you must first obtain a Return Merchandise Authorization (RMA) number from our customer support team. Please note that returns without an RMA number will not be accepted. When returning products, they must be in their original packaging, with all accessories and documentation included. The customer is responsible for return shipping costs, and the 40% restocking fee will apply.
Refund Policy
Refunds will be issued to the original payment method within 14 business days of receiving the returned product(s). The refund amount will be the purchase price minus the 40% restocking fee and any shipping charges incurred during the initial shipment and return process.
Lost or Stolen Packages
USSolarSupplier is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, we will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate.
