FAQs

What does Contract Pending mean?

"Contract Pending" means your account manager has not yet generated a contract for this Sales Order. If you wish to proceed with purchasing this Sales Order please contact your account manager and request that they send you a Sales Order Docusign contract.

How do I return merchandise?

Please see our Damages and Returns Procedure.

How do I find out about rebates and/or tax credits in my area?

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 may also find answers to your questions in our Community Installer Forum

What are the warranties for CivicSolar products?

All of CivicSolar’s products are covered by the original manufacturer's warranty. If you need help getting in touch with the manufacturer or are not sure what your warranty limitations are, please read our returns information. If that does not answer your question(s), please contact our customer service department at 800.409.2257.

Warranty Policy - Please contact the manufacturer to obtain warranty, repair and/or service information. Check the manual or instructions that accompanied your product for up to date 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 Client Support Specialist can help you contact a manufacturer if you experience any issues with products purchased from CivicSolar. All of CivicSolar’s products are covered by the original manufacturer's warranty. 

What if my order is incomplete?

CivicSolar uses an innovative shipment verification process to check orders before they are shipped; however, there are times when orders ship incomplete no matter how hard we work. If an order ships incomplete, please call Customer Service at 800.409.2257 or 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 provide you with a solution. 

How will you ship my orders?

Due to the size and the weight of 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, please be sure the driver notates the damage on the delivery receipt. Please then document the damages and contact CivicSolar within 24 hours of delivery. Please call Customer Service at 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. 

How do I get a shipping quote?

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

What is your return policy?

Merchandise Return Policy - No returns will be accepted without prior authorization and must include the Return Material Authorization (RMA) number in order to return the 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 original delivery to you. Upon receiving an RMA number, a 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 an RMA number. To obtain an RMA number, please 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.

Can CivicSolar help me with engineering?

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

Can I apply for credit?

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

How do I apply to become a CivicSolar Authorized Dealer?

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

How do I check my order status?

Once your order ships, you will receive an email with tracking information. At anytime, you can log into your account and click on "Sales orders." This will show you all of the orders you have placed online and the current status of your order. Please click on the order number to receive more details about the status of your order.

Does CivicSolar have a minimum order size?

For orders shipping to the US, the order minimum is $400 USD. However, if you are a CivicSolar dealer, please speak to your Account Manager about this minimum charge.

For all international orders, the minimum is $10,000 USD or a full pallet of solar panels. If you have questions, please call us at 800.409.2257. 

Does CivicSolar accept international orders?

Yes, CivicSolar accepts international orders. If you have an order outside of North America, please contact us and one of our CivicSolar team members will assist you.

Can I change an order that I have placed?

Yes, please contact CivicSolar at 800.409.2257 or customerservice@civicsolar.com

Are items listed on CivicSolar in stock?

CivicSolar updates 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 kilowatts (kW), please call our sales department at 800.409.2257 or email sales@civicsolar.com

How long will it take to ship my order?

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 Client Support Specialist 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 of the orders you have placed online and the current status of your order. Please click on the order number to receive more details about the status of your order. 

Does CivicSolar accept phone, fax and email orders?

We accept phone and email orders. Please call 800.409.2257 to place an order or email your orders to sales@civicsolar.com

What are my payment options?

CivicSolar accepts money order, check, wire transfer, PayPal, VISA, MasterCard, 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.

How do I make a bank/wire transfer to CivicSolar?

Wiring Instructions

Account name: CIVICSOLAR INC
Bank account #: 4623949716
Bank name: WELLS FARGO BANK
 
BankSwift/BIC: WFBIUS6S
Routing/ABA:

121000248 (wire transactions)

121000248 (ACH transactions)

   
FOR CREDIT OF:

REFERENCE:

CivicSolar, Inc.

Please specify Order being paid
 

ADDRESS: 304 12th Street, Suite 3B
Oakland, CA 94607
 
CREDIT ACCOUNT #: 4623949716
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.