Is it possible to get faster delivery for Jackery products?
Faster delivery is not available, as all products include lithium-ion batteries, which cannot be delivered by air. Orders will be shipped as soon as possible with authorized ground delivery services for timely delivery.
How long does delivery time normally take?
Delivery time can depend on location and whether an item is in stock. They ship out your order as soon as possible, and will email tracking number when shipped. Updates can be found in your confirmation email for your order.
My tracking says delivered, but I have not received my package. What should I do?
If you have tracking that says it has delivered, and you don't have it, please wait a couple of business days to see if it arrives. Check with your neighbors or check the surrounding areas just in case the delivery driver made a mistake. If it is still not found, please write to hello.eu@jackery.com.
How can I calculate how long my Jackery power station will last?
To calculate run time, take the power station watt hours (Wh) and divide it by the running watts (W) of the device. Multiply that by .85. An example would be an Explorer 500 (500Wh) will run about 7 hours when running a 60W fan. Times may vary slightly.
Can I run all types of devices off of a Jackery power station?
A device can be supported if its operating power is lower than the power station’s output limit. Always check your device’s wattage before connecting to ensure safe and efficient operation.
How do I initiate a return for an item purchased from Jackery?
To start, contact hello.eu@jackery.com or call +44 808 164 2377 within 30 days of shipping. All items must be in original packaging and condition, and all returns must include a return authorisation number before shipping.
How does Jackery handle refunding returns?
Jackery offers a 30-day money back assurance on any direct purchases. Once Jackery has received and examined the product, a full refund of the purchase price is processed. Refunds are regularly processed after Jackery's confirmation of a valid return.
What if I want a replacement instead of a refund?
A replacement may be requested for a faulty/damaged item, or if the item is missing. Please contact customer support for a replacement. Customer support will provide you with an indication of how to proceed, and will also help to achieve a rapid resolution.
Do I need an account to initiate a return or request a replacement?
Yes. As a customer, you will need to log in with the same email you ordered with. If you did not create an account during checkout, you can register an account easily to initiate the return or replacement process.
Who can I contact at Jackery for additional support?
For delivery issues, technical questions or any return related questions or problems, please reach out to hello.eu@jackery.com during business hours. Otherwise, contact Jackery by telephone +44 808 164 2377 to speak with someone.