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Regarding Product Issues

1. What is the power range of your solar panels?

We offer solar panels across multiple power ranges to suit various application needs. Specific model parameters can be found on the product detail page.
2. What is the conversion efficiency of solar panels?

Our monocrystalline silicon solar panels have a conversion efficiency of 19%-23%, depending on the specific model and operating environment.
3. How should solar panels be cleaned?

We recommend cleaning every 3-6 months using a soft cloth and water. Avoid abrasive cleaners.
4. What is the lifespan of the energy storage battery? Does it need replacement?

Lithium batteries typically last 5-10 years, depending on usage frequency and charge/discharge depth. Battery modules can be replaced individually once they reach end-of-life.
5. What should I do if the solar panels aren't generating power?

1. Check if the inverter indicator lights are functioning normally; 2. Inspect whether any connection cables are loose; 3. Confirm if there are any obstructions; 4. Contact customer service for technical support.
6. How should I handle fault codes displayed on the energy storage system?

Please refer to the fault code explanations in the product manual, or take a photo of the fault interface and send it to customer service. We will provide a solution.

Orders & Payments

1. How can I check my order status?

Log into your account and go to “Order History” to view the status.
2. Can I modify my order?

Once an order is submitted, it cannot be directly changed. Please contact customer support for assistance.
3. What payment methods are accepted?

We accept credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Google Pay. Bank transfers are available in select regions.
4. Will I receive a confirmation email after payment?

Yes, you will receive an order confirmation email once payment is successful.
5. Is my payment information secure?

We use encryption technology to keep your payment details safe.
6. Do you offer bulk purchase discounts?

Yes, wholesale pricing applies for orders of 10 or more items. Contact customer service (support@solupup.com) for specific discount details.

Shipping

1. How long does it take to ship my order?

Orders are typically processed within 1-3 business days. Standard delivery takes 3-7 days, depending on the destination.
2. How can I track my shipment?

You will receive a tracking number via email once your order is shipped.
3. Do you offer international shipping?

We currently ship nationwide across the United States. However, some remote areas may incur additional shipping fees or require extended delivery times.
4. What are the shipping costs?

All items qualify for free shipping.
5. Can I change my shipping address?

Contact customer support as soon as possible if you need to update your shipping address.

Returns

1. What is your return policy?

Returns are accepted within 30 days of delivery for any reason (products must remain in pristine condition). Defective items can be exchanged within 180 days. For details, please refer to our Return and Exchange Policy page.
2. How do I initiate a return?

Contact customer support to start the return process, and we will provide you with instructions.
3. Who covers shipping costs for returns/exchanges?

We cover shipping for returns/exchanges due to quality issues. Customers are responsible for both ways' shipping costs for non-quality-related returns/exchanges.