Customer Service and Information Shipping, returns, warranty, etc.

As a family-owned company, our business depends on your satisfaction. We are one of the oldest and largest retail solar electric companies in the US - we first started out in 1979 installing small systems on Navajo hogans where the nearest power was 50 miles away.

Solar has come a long way since then, but we still strive for the best customer service. We are not perfect - we do make mistakes. We will do our best to correct any errors. With our many years of experience, we can make sure you end up with the right components and a reliable system that fits your needs, without paying too much or buying more than you need.

99% Satisfaction Guarantee

What happened to the other 1%? Well, we are not perfect yet. We do our best, but occasionally things don't go quite as planned. We will do everything reasonable to make it right - but please don't expect us to warranty the inverter you just dropped in the ocean. We do not guarantee to offer the lowest prices on the internet - you cannot offer good service and the lowest prices. When promoting your business, quality should come first. Quality and service is our main concern and we won’t cut the corners required to offer the “cheapest price”. Our prices are competitive and we don't think that cutting prices to the bone will improve our customer service. If you want the lowest possible prices, and don't expect to ever need customer support or technical assistance, then we are probably not a good fit. We find it interesting that nearly half of our calls to technical support are for systems bought from our competitors...

Payment Methods:

We accept all major credit cards and PayPal. You can also order using check or money order - the easy way is to print out your order, and send it to our Flagstaff address, shown below. No COD orders. We no longer accept purchase orders from universities due to constant late payment problems.

Order Processing

Orders placed on our web site are completely secure. Once you've filled out our online order form, the order is encrypted & transmitted to us. An email is sent to you confirming your order. We enter your order, confirm your credit card, and ship the order. We usually have all orders processed within one business day after you place them, but there are a few exceptions (see AVAILABILITY). If you have questions about your order call us toll free at 800 383-0195, or send us an e-mail (click the "email" button on the left or down the page a bit). The toll-free numbers don't work outside the USA - call us at 928 526-8017.

Product Availability

Most products on this site are in stock and available all the time. A few products are carried on a seasonal basis and may be temporarily unavailable. We may occasionally have to backorder items - if so, we will let you know, usually by email. Most products have AVAILABILITY in the description. If you see something like 3-4 weeks, that probably means it is an item that we do not always stock, is a special "build to order" item, or is on backorder - Some of the larger panel mounts fall into this category.

International Orders

We sell and ship internationally. There are some restrictions, and some countries we will not accept orders from (such as Nigeria and Gambia), due to the high rate of fraud. For most international orders we highly recommend that you use PayPal or wire transfer instead of a credit card, as we often cannot verify overseas credit cards and there may be delays in shipping your order.

Shipping and Packaging

Our usual shipping method is UPS ground. The store automatically figures out the shipping (if you choose the valid method) to your address. We do not have any "handling" or packaging charges, except a $9 fee for international shipments for preparing the export paperwork. UPS ground delivery generally takes 3 to 6 business days. We also offer other expedited shipping (UPS next day, 2nd day etc.) from our web site, but these CAN get expensive, especially on heavy items. The UPS weight limit is 150 pounds per package, and there are also some size and/or length limitations. *** NOTE *** The charges shown are estimates, and will NOT be correct for certain places, such as the US Virgin Islands or Guam. Orders too large or too heavy, and all batteries except the sealed AGM batteries must be shipped by freight. The store will figure the APPROXIMATE shipping costs for freight, but this is only an estimate.

Where's my Stuff?

We can provide UPS tracking numbers for items shipped from our warehouse in Flagstaff. However, we cannot provide tracking for items shipped by Priority Mail, or for items that are drop shipped from manufacturers' warehouses, such as freight battery shipments. If you have ordered multiple items, order status may show several different things. A few items, such as large batteries are usually shipped freight from the nearest factory warehouse.

Order inquiries ONLY - send email to:

Warranties & Returns

Products include a 30 day money back guarantee. If you are not happy for any reason, you may return the product to us for a refund. Used products, or products have been damaged in any way can not be returned for refund. If you need to return a product, please call us at 800 383-0195 (928 526-8017), or email us.
You MUST get an RA (return authorization) number before sending anything back. This number should be on the inside & outside of the package. You can get an RA number by (usually the easiest way) or by calling our Flagstaff office at 800 383-0195.
Products must be returned in the original packaging and have all manuals, parts, hardware, and papers. Because most returned electrical and electronics products must be tested, a minimum $15.00 fee may be charged per item if there is evidence of it having been used (does not apply to warranty items). A restocking fee will be deducted from the refund if the merchandise, documentation or packing material has been damaged or is not resellable as new. Products that are sold as discontinued, "as is", used, or specially ordered are not returnable. Shipping charges are not refundable unless it was our mistake.

Privacy Notice

Mostly we don't give out names or email addresses to anyone. Mainly because the only ones that would want them would be our competitors. We do, however, send all information to a noodle vendor in Gul Dara, Afghanistan. So if you start getting spam email from Tasatullah Fahrouk, you know why.

Short Notes, Our Websites, & Comments Taxes:
We do not charge tax on most orders. In Arizona, solar and renewable energy is tax exempt (local taxes apply), and all out of state and foreign orders are tax-exempt. Foreign customers may be liable import, VAT, and other taxes at their end. Please do not ask us what the tax will be in your country - we have no idea.