Frequently Asked Questions

Yes.  To place a phone order call, 800.409.2257, fax your orders to 631.716.6334 or email your orders to sales@civicsolar.com

CivicSolar accepts money order, check, wire transfer, PayPal, VISA, Master card, American Express and Discover.  In the cases of money order and check, the order will be processed and shipped after receipt and clearance.  If you choose to pay by check, please provide a Cashier's Check to avoid clearance issues with your bank.  In addition, qualified dealers are able to apply for credit.  

Orders are processed within 1 business day.  If there are any issues with your order or a sales engineer has a concern with your order, a CivicSolar customer service representative will contact you directly.   Once the order is processed, most items ship within 48 hours.  If there are any issues holding up your order, you will be contacted by CivicSolar.  

Once your order ships, you will receive an email with tracking information.   At anytime, you can log into your account and click on the “Orders”, this will show you all the orders you have placed online and the current status of your order. Click on the order number to get more details to see the status of your order. 

CivicSolar updates its inventory in near real-time.   Inventory status is listed for every product on the CivicSolar website.   If you have any questions or want to check stock for orders over 20 kW, please contact sales department at 800.409.2257 or sales@civicsolar.com

 At this time CivicSolar ships orders to the US, Canada and Mexico.  If you have an order outside of North America, please contact us and a customer service representative can assist you.

Once your order ships, you will receive an email with tracking information.   At anytime, you can log into your account and click on the “Orders”, this will show you all the orders you have placed online and the current status of your order. Click on the order number to get more details to see the status of your order. 

To apply to become an authorized CivicSolar Dealer, please complete our dealer application. 

If accepted as an authorized CivicSolar dealer, you are eligible to complete a credit application to establish a line of credit.  

CivicSolar has a full range of engineering resources available to assist with your project.   Please contact our technical sales department or call us at 800.409.2257 so that we can assist you. 

Merchandise Return Policy - No returns will be accepted without prior authorization and must include the Return Material Authorization (RMA) number in order to return product. Any product that is returned must be brand new, in perfect condition and packaged in the original manufacturer's packaging with all hardware and documentation. Returns must be shipped with prepaid freight and insured via the carrier of your choice within 30 days of delivery.  Upon receiving an RMA number, the CivicSolar representative will provide full shipping instructions.  

Shipping charges will not be refunded, unless, an error was made by CivicSolar in shipping. Before returning an item, you must have a RMA number. To obtain an RMA number, email Customer Service at: customerservice@civicsolar.com

All returns may be subject to a restocking fee.

No returns will be accepted on installed items.

No returns will be accepted beyond 30 days of original delivery.

Simply find the product you want on the site, select the request a shipping quote link and a customer service representative will work with you to provide a shipping quote.  Additionally, you can always contact us at 800.409.2257 or customerservice@civicsolar.com

Due to the size and the weight of the panels, most equipment is shipped via best-service common carrier freight.   We work with most of the major freight companies to secure the best freight prices and then pass the savings on to you.  

What happens if my order is damaged while in transit?

Although most shipments are received in perfect condition, please carefully inspect all packages for damage before signing for the delivery. If damage is visible, be sure the driver notates the damage on the delivery receipt. Please then document the damages and contact CivicSolar within 24 hours. Please call Customer Service at 1-800.409.2257 or email us at shipping@civicsolar.com to start a claim. We will file a damage claim with the carrier and ship a replacement as soon as possible. Any additional shipping costs incurred will be reimbursed alongside the refund for the damaged products. 

CivicSolar uses an innovative shipment verification process to check orders before they are shipped; however, there are times with orders ship incomplete no matter how hard we work.  If an order ships incomplete, please call Customer Service at 1-800.409.2257, email us at orders@civicsolar.com   Please be sure to provide your order number so that our Customer Service team can quickly tackle the problem and determine the best way to solve the issue.

All of CivicSolar’s products are covered by the original manufacturer's warranty. If you need help getting in touch with the manufacturer or aren't sure what your warranty limitations are, you can read our returns information. If that doesn't answer your questions, please contact our customer service department.

Warranty Policy - Please contact the manufacturer's customer service number to obtain warranty repair service. Check the manual or instructions that accompanied your product for updated information. Most manufacturers require the following information:

   1. Serial number of the item

   2. Purchase date

   3. Warning, Error or Panel Fault Message

   4. Description of the problem

A CivicSolar Customer Service Representative can help you contact a manufacturer if you are experience any issues with product purchased from CivicSolar.  All of CivicSolar’s products are covered by the original manufacturer's warranty. If you need help getting in touch with the manufacturer or aren't sure what your warranty limitations are, you can read our returns information. If that doesn't answer your questions, please contact our customer service department.

 One of the best resources to find accurate up-to-date information about rebates is the Database of State Incentives for Renewables and Efficiency  http://www.dsireusa.org/

You also might be able to find answers to your questions in our Community Installer Forum

For orders shipping to the US, the order minimum is $400 USD. However, if you are a CivicSolar dealer, speak to your account rep and they can help you waive this minimum charge.

For all international orders, the order minimum is $1000 USD.

Wiring Instructions

Account name:CIVICSOLAR INC
Bank account #:960589885
Bank name:
Chase Bank
Financial Center No:0703
595 Market St.
San Francisco, CA 94105

BankSwift/BIC:CHASUS33
Routing/ABA:
021000021 (wire transactions)
322271627 (ACH transactions)


FOR CREDIT OF:

REFERENCE:

CivicSolar, Inc.

Please specify Order being paid

ADDRESS:582 Market Street Suite 1300
San Francisco, CA 94104

CREDIT ACCOUNT #:960589885
BY ORDER OF:(NAME OF SENDER)

 

Once the wire is initiated please email accounting@civicsolar.com with the Wire Confirmation Number and your CivicSolar Order Number to ensure that the wire is properly credited to your Order. Once the payment is confirmed, you will receive a payment notification email.

Once you submit your order the following steps will occur:

  1. You proceed to an order confirmation screen.
  2. Our system sends out an automated email invoice/receipt confirming the order.
  3. Our sales team is notified immediately of your order.
  4. A sales rep will send out an additional email confirming receipt of the order and next steps including obtaining a freight quote if you haven't obtained one already.
  5. If payment has been received in full, we will process the order immediately.
  6. We will notify you within one day with estimated delivery time. 

 Please consult our help pages for additional information regarding our order process.