We understand that sometimes products may not meet your expectations or unexpected issues may arise. That's why we've designed this comprehensive Product Return Guide: to make the return process as smooth and hassle-free as possible.
Initiating a Return
The first step in returning a product is to fill out our Return Form. This will collect information about your order, which products you're returning, and why, so that our fulfillment team is aware.
Once you've filled out this form, we'll begin processing your return. This involves putting together shipping labels, return packaging, and other components as needed.
We'll send you the necessary items to complete your return, and you'll receive an email with your drop-off location or a pickup time.
Shipping Label
Depending on the products you're returning, you may need multiple shipping labels.
For battery returns, your shipping labels should be attached to your original packaging with a document pouch.
For accessories and other non-battery returns, labels can be sent to you via mail or email.
Document Pouches
Your original packaging is fitted with a plastic document pouch, which contains return labels and some paperwork for your return.
You'll fill out this paperwork (called the OP-900 PRP) later.
Return Packaging
If you don't have the original packaging for your product(s), contact us for assistance with obtaining the needed materials, labels, and paperwork.
Power Bank & Expansion Pack Returns
Our Power Banks and Expansion Packs contain lithium batteries, meaning that they are classified as hazardous materials or dangerous goods.
For this reason, these products need to be packaged and shipped according to specific regulations.
To send your return package(s), make sure each box is adequately taped shut. The most secure way to package a Power Bank or Expansion Pack is to place three overlapping strips of tape along the center line on top of the package. Then, add three strips of tape perpendicular to the first along each of the two top edges of the box.
See the diagram below:
Place your Power Bank or Expansion Pack inside its molded foam insert before placing it in the outer box. Be sure to re-pack any of the products' accessories as well.
If you have any questions or need assistance with packing your return, contact us.
Shipping Labels/Paperwork
After securing your products, you'll apply the shipping labels. Your return shipping labels will be included in a document pouch attached to your packaging.
Make sure to fill out the "FROM" section on your labels--fill out your address for pickup here.
Place return labels directly over the packages’ original labels. See the backing of your labels for more instructions. Each shipping label will have a listed weight; use the following weight guide to determine which label should go with each returned product:
- Power Bank 2000: 62lbs
- Expansion Pack 3000: 67lbs
- Power Bank 600: 29lbs
- Portable Solar Panels: 20lbs
- EZ Cart: 13lbs
Make sure not to cover or remove the box's red-and-white-bordered OP900 label. This is an important hazmat indicator.
Next, fill out your OP-950 PRP paperwork. This should be included in the same document pouch as your labels. Ensure the pickup location address, date, and weight of the package are all listed where indicated, and add your signature where directed.
Use the following checklist to make sure your return is packaged and labeled correctly, and our support team will quality-check your return for you:
Battery Return Checklist
Step 1:
Step 2:
Pickup
IMPORTANT: Not all FedEx locations support Hazmat processing. For this reason, these products should not be taken to a FedEx location for shipment. They may be rejected or returned.
Once your packages are packaged, labeled, and approved by our support team, you can schedule a pickup with FedEx, our courier.
To schedule your pickup, visit this site, or call 1.800.463.3339. Provide all needed details, and make sure to select the option indicating that your package contains Hazardous Materials/Dangerous Goods.
If you are returning more than one product, make sure to list the correct number of packages you need picked up (including non-hazmat items, as needed).
On the Day of Pickup
On the provided pickup date, put your package(s) out on your front porch to be collected. Attach your OP900-PRP to the package with a strip of tape for the driver.
Our courier will collect the package(s) and get them shipped back. Pickup windows are typically 8am-6pm; if your order has not been picked up by 8pm, contact our team so we can look into it.
Once the return is received by us, we will test the products as needed and provide a refund. If your return is not covered under warranty, the return shipping cost will be deducted from your refund.
For further information on our returns policy, check out this page.
Non-Battery Returns
The process for returning non-battery (and, therefore, non-hazmat) packages is more simple.
Place your products in their original packaging, and secure with packaging tape. Remember to indicate on your return form whether you need us to send you return packaging or not. Be sure to include all product accessories.
If you need assistance with packing your return, contact us.
Shipping Labels
After securing your products, you'll apply the shipping labels. Your return shipping labels can be either emailed to you for printing, or sent via physical mail.
Attach your return label directly over your product's original label. Use the following checklist to make sure your return is packaged and labeled correctly:
Non-Battery Return Checklist
Step 1:
Pickup
Once you've completed your return checklist, you can either drop your packages off at a FedEx location (if you are not returning any hazmat items), or schedule a pickup for your packages.
To schedule your pickup, visit this site, or call 1.800.463.3339.
On the Day of Pickup
On the provided pickup date, put your package(s) out on your front porch to be collected. Our courier will collect the package(s) and get them shipped back. Pickup windows are typically 8am-6pm; if your order has not been picked up by 8pm, contact our team so we can look into it.
Once the return is received by us, we will test the products as needed and provide a refund. If your return is not covered under warranty, the return shipping cost will be deducted from your refund.
For further information on our returns policy, check out this page.