物流政策
Order Processing
All orders are processed within 3 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification once your order has been shipped. This time frame ensures that we carefully prepare each item to meet our quality standards before it reaches you.
Domestic Shipping Rates and Estimates
For calculated shipping rates, shipping charges for your order will be displayed at checkout. This automated feature aims to provide you with transparency and convenience, allowing you to see the shipping costs upfront. In cases where the checkout feature is not automated, we will collect your order details and arrange a shipping quote as soon as possible.
Local Delivery
We are currently experimenting with local delivery features to enhance your shopping experience. One of our customer service representatives may reach out to clarify delivery details before booking your delivery service. Our deliveries are made between 8am and 5pm on workdays. You will receive a text message on the day of delivery, notifying you of our arrival. Please ensure that someone is available at the delivery address to receive the shipment. We do not leave items unattended to ensure the safety and security of your purchase. If no one is available to receive the delivery, it may result in additional charges or rescheduling delays.
Island Delivery
Please note that delivery to an island within the Australian region is not apart of the service. We will endeavour to assist with a suitable drop off location should transport via a ferry service be required to your final installation point. If you live on an island and require delivery, please contact us at info@solarsuperstore.com.au before making a purchase.
Heavy and Bulky Items
For items such as solar panels, batteries, and EV chargers that are heavy and require special handling, such as an electric pallet jack with a hydraulic lift tray, please ensure the delivery location is accessible. This includes:
- Flat Surface: The delivery area should be a flat surface suitable for an electric pallet jack.
- Hills and Inclines: If your property has hills or inclines, please notify us in advance. We will assess whether our equipment can safely navigate these conditions and may need to arrange alternative delivery methods.
- Obstacles: Ensure there are no obstacles such as narrow pathways, steps, or uneven ground that could hinder the use of an electric pallet jack or hydraulic lift tray.
- Access Points: Clearly specify the best access points for delivery to avoid any delays or complications.
Failure to provide this information may result in additional charges or delays.
Order Status
To check the status of your order, you will receive an email notification with a tracking number once your order has shipped. Please allow 48 hours for the tracking information to become available. This tracking feature provides real-time updates on the location and estimated delivery time of your package, giving you peace of mind and the ability to plan for its arrival. If you have not received your order within 3 days of receiving your shipping confirmation email, please contact us at info@solarsuperstore.com.au with your name and order number. We will promptly investigate the issue and provide you with an update.
Refunds, Returns, and Exchanges
We accept returns up to 30 days after delivery, provided the item is unused and in its original condition. We will refund the full order amount minus the shipping costs for the return. This policy ensures that you have sufficient time to evaluate your purchase and decide if it meets your needs, while also maintaining the integrity of our products for future customers.
In the event that your order arrives damaged, please email us at info@solarsuperstore.com.au with your order number and a photo of the item’s condition. We handle these situations on a case-by-case basis, striving to resolve the issue satisfactorily. Providing photographic evidence helps us assess the damage accurately and expedites the resolution process.
No International Shipping
We currently do not offer international shipping. Our services are limited to deliveries within Australia.
Customer Support
If you have any further questions or concerns, please do not hesitate to contact us at info@solarsuperstore.com.au. Our dedicated customer support team is always ready to assist you, ensuring that your shopping experience is smooth and satisfactory.
Privacy and Data Protection
We respect your privacy and are committed to protecting your personal information. For more details, please review our Privacy Policy.
Product Safety and Compliance
All our products comply with Australian safety standards. For more information on product safety and compliance, please refer to the product manuals and our website.