FAQ
I. Orders & Payment
Q1: How do I place an order?
Placing an order is quick and 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 — Choose an available secure payment method and complete your purchase.
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 processed and shipped from our Canadian fulfillment center.
Orders are typically processed within 1–2 business days, excluding weekends and Canadian public holidays.
Once your order ships, tracking information will be provided.
Q4: How long does delivery take?
For most eligible Canadian addresses, estimated delivery is typically:
Canada Orders: 3–7 business days after shipment
Delivery times are estimates and may vary depending on your location, carrier conditions, weather, transportation restrictions, peak shipping periods, or other circumstances outside our control.
Orders shipped to remote, rural, northern, or otherwise difficult-to-service locations may require additional delivery time.
Because portable power stations contain lithium batteries, certain destinations may also be subject to additional transportation restrictions.
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 remote Canadian locations or transportation methods may be unavailable.
Q6: Will I need to pay customs duties or import taxes?
Orders shipped from within Canada to eligible Canadian addresses generally do not require additional customs duties or import charges upon delivery.
Applicable taxes and any shipping-related charges will normally be displayed at checkout whenever possible.
If you receive an unexpected customs, carrier, or delivery-related 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 your location and shipping requirements, your order may be handled by Canada Post, UPS, FedEx, Purolator, 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, transportation restrictions, peak shipping periods, remote-area service conditions, or 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 neighbours
Check with building staff, reception, concierge, or property management if applicable
Review any delivery photo or carrier delivery notice, if available
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, packaging images, 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:
Contact our customer support team with your order number and return reason.
We will normally review your request within 1 business day.
Once approved, we will provide return instructions and, where applicable, a Return Authorization or RMA number.
Pack the product securely according to the provided instructions.
Ship the product using the approved return method.
Because portable power stations contain lithium batteries, special return shipping requirements may apply.
Please follow the return instructions provided by our support team before shipping the product.
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, credit card company, 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 shipping damage, missing items, or a product defect
Providing complete information can help our support team review and resolve your request more efficiently.