Big Battery 12kW 20.4kWh Ethos Energy Storage System | 48V | IP65 Rating | UL 9540, UL 1973, UL 1741 Certified

Shipping & Returns

Order Confirmation:

As soon as you place your order, you will receive a confirmation email. After that, we double-check if all items ordered are in stock and available for immediate shipment. If your order is available for the delivery within the advertised time frame, we will submit it for shipment to the warehouse. If the expected delivery time exceeds the advertised time frame, we'll reach out to you via email and/or phone to confirm the order.

Order Shipment:

Within 1-2 business day from the time the item has been shipped, you will receive an email confirmation with tracking number. If you would not receive tracking information within 6 business days of your order, feel free to follow up with us at support@epowerguys.com.

For LTL shipments, Free Shipping is Standard Curbside Delivery.

Curbside delivery is defined as delivery of the freight as close to the actual delivery address as possible. Please remember the size of the tractor trailer and certain safety precautions may prevent the freight carrier from delivering the freight at the actual curb or delivery address.

For addresses located on a cul-de-sac or dead-end street, curbside delivery is not guaranteed. In this case, the customer may need to meet the driver at the nearest intersection that the delivery truck can access.

In special cases, when the customer's address is in a high cost delivery area (e.g. remote suburbs or the center of a large city) an additional delivery fee may be required. This mainly applies to ZIP codes 10000-15000, and may also apply to some addresses in the New England Area (Connecticut, Maine, Massachusetts, New Hampshire, Rhode Island, and Vermont), Washington and Oregon.

Note - items heavier than 1,400 lbs may require delivery to a delivery dock or fork truck to unload them. Additional charges might apply.

To confirm the availability of Fee Shipping - Standard Curbside Delivery Option, please contact the ePowerGuys Team before placing your order.

Estimated Time of Arrival:

Our standard shipping out time for orders from our warehouse to the customer is 4-12 business days and most orders are shipped within 3-6 business days of placing the order. Custom-made products are usually shipped within 8-12 weeks. If the expected shipping date for your order would fall outside of the advertised 4-12 business day time frame, our customer service team will reach out to you to confirm if you are OK with that date.

Areas Covered:

All estimated delivery dates and shipping costs advertised on the website apply the Contiguous United States only. Please contact our customer service team to discuss the time and cost of shipping to Hawaii or Alaska. We don't ship directly to Canada, but we can ship your order to the freight carrier of your choice.

Damages:

It is very important that you inspect the packaging of your items and the items themselves when they arrive and check if you received all boxes listed on the delivery receipt.

If you notice any damage or shortage of packages, you must make note of it on the bill of lading, take pictures, and REFUSE DELIVERY. Your note should say "refused due to damage". You must also take photos of all sides of the box and send them to us within 24 hours. If there are no damages visible before opening the box, you must note "subject to further inspection, may contain concealed damage".

If a shipment with a damaged item is accepted by the recipient (even if the bill of lading would include information about the damage), we will not be able to offer you a replacement item or a refund for your order.

After receiving the shipment and before unpacking the item, be sure to take photos of the packaging from all sides, even if there are no visible signs of damage - this is very important if after unpacking it turns out that the item has concealed damage and we would have to file a complaint with the carrier / manufacturer of the item.

If you notice any damage after receiving the delivery, do not throw the box away, and contact us with the photos. After we receive information from you about the refused delivery or concealed damage, we immediately initiate a claim with the shipping company or with the manufacturer. After the claim is fully processed, we ship all replacements at absolutely no cost to you.

Cancellations & Refunds:

We can cancel your non-custom-made or non-made-to-order order at absolutely no cost to you before the shipping label or Bill of Lading has been created.

Custom-made or made-to-order products are not eligible for refunds after the order and its conditions have been confirmed by the customer.

Orders delivered outside the United States are not eligible for refunds.

If your order arrived damaged, "Damages" section applies.

To be eligible for a return, the item must be unused and in the same condition as you received it. It must also remain in the original packaging, and the packaging must be in a perfect condition. We do not charge restocking fees or return shipping fees. All eligible returns are 100% free. 

Our refund policy lasts 45 days. If 45 days have gone by since you received your item, unfortunately, we can’t offer you a refund.

Before approving the return procedure for your item, we must receive photos of the unpacked product (on each side) and the product packed in the original packaging (on each side) - based on the photos received, we can assess whether the item is subject to the return procedure.

If you want to return the ordered product, it has to be arranged in the same manner it arrived to you. For products delivered via LTL freight, it must be packed in its original packaging on a pallet and made available for pickup by our carrier within 45 days from the date the product was delivered to you, at the exact same location to which it was delivered.

For products not shipped as LTL freight (e.g. via FedEx Ground / UPS / USPS), the product you wish to return must be packed in the original packaging and made available to the courier for pickup or dropped off at the local branch of the shipping company within 45 days of where the product was delivered to you.

Please contact us at support@epowerguys.com before returning an item to discuss shipping details.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@epowerguys.com.

We work very hard to ensure that we offer the absolute best prices online. If you find another legitimate online store that offers a lower prices on an identical item we stock (including shipping, tax, etc.), we will beat the competitor's price by 10% of the difference! Please see below for complete details.

Please fill out the form below to find out if you qualify for the discount. In most cases you will receive a response within 1 business day.

To request your 110% Best Price Guarantee simply email us a link to the same product on our website, or on our competitors' website.

Our 110% Price Guarantee has some limitations:

• Promotions such as rebates and buy one, get one free offer are not eligible
• The item must be in stock on the competitors' website
• The competitor must be an online store, they may not have a retail location
• The website can not be a discounter or auction website (i.e.; eBay, overstock, etc..)
• The competitor must be an Authorized Retailer of the product in question, and must not be violating advertising price agreements with the manufacturer
• The Price Match Guarantee includes the item price and the shipping charges, it excludes sales tax

There may be brands excluded from that offer. Please contact us for further information.

Top Reasons to Choose Our VIP Extended Warranty:

• Guaranteed Repair or Replacement
  Comprehensive Coverage: If your unit encounters any issues, we'll repair it or simply send you a new or refurbished product of similar quality.
  Fast Resolutions: We prioritize quick service to minimize any inconvenience to you.
• Zero Hidden Costs
  No Deductibles: You won’t pay anything extra when you need service.
  Transparent Terms: What you see is what you get—no surprises.
• VIP Coverage for 1, 2, or 3 Years from the Date of Purchase
  Hassle-Free: Enjoy complete coverage for your purchase throughout the entire warranty period with no additional costs.
  No Unnecessary Questions: We make the process smooth and straightforward.

Exceptional Benefits:

• Extended Protection Options
  Flexible Terms: Choose coverage for 1, 2, or 3 years based on your needs.
  Beyond Manufacturer’s Warranty: Enjoy additional protection that surpasses the Manufacturer's Warranty.
• Covers Normal Wear and Tear
  Real-World Use: We cover breakdowns from everyday use, not just defects.
  Power Surge Protection: Includes mechanical or electrical failures caused by power surges.
• Dedicated Support Team
  Expert Assistance: Our technical support team is always ready to help.
  Easy Communication: Reach us via phone or email for prompt service.

Why This Warranty is a Smart Investment:

• Protect Your Investment
  Avoid Unexpected Costs: Save potentially hundreds on repairs or replacements.
  Long-Term Savings: The warranty pays for itself with just one claim.
• Peace of Mind
  Stress-Free Ownership: Use your product without worrying about potential issues.
  Reliable Service: Trust that we have you covered, no matter what happens.
• Easy and Efficient Claims Process
  Simple Steps: Provide photos or videos of the issue—no complicated paperwork.
  Quick Turnaround: We work swiftly to resolve your claims.

Effortless Claim Process:

• Document the Issue
  Snap a photo or record a video of the problem.
• Contact Us
  Email: support@epowerguys.com
  Phone:  +1 (888) 556-5886
• Quick Troubleshooting
  Our team will help identify simple fixes or confirm if a replacement is needed.
• Receive Replacement
  If necessary, we'll guide you through receiving and installing your replacement component.

What the VIP Extended Warranty Does Not Cover:

1. Manufacturer's Warranty or Recalls: Repairs covered by the manufacturer's warranty or recalls.
2. Unauthorized Service: Damage caused by unauthorized service or parts.
3. Extraordinary Events: Loss or damage from events like invasion, rebellion, riots, acts of god, strikes, or civil disturbances.
4. Additional Costs: Costs for installation, setup, or diagnostic services unless specified, return shipping fees.

Eligible Products:

1. Solar Panels
2. Inverters
3. Batteries
4. Portable Power Stations

The VIP Extended Warranty isn’t just a service; it’s a commitment to your long-term satisfaction. Protect your valuable solar and power solutions today and enjoy stress-free ownership for years to come!