FAQs

What are the warranties for CivicSolar products?

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?

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?

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. 

What is your return policy?

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.

How do I check my order status?

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 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. 

How long will it take to ship my order?

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. 

What happens once I submit my order?

What happens once I submit my order?

Once you submit your order the following steps will occur:

  1. You will proceed to an order confirmation screen.
  2. Our system will send an automated email invoice/receipt to confirm your order.
  3. Our sales team will be 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 have not obtained one already.
  5. If payment has been received in full, we will process your order immediately.
  6. We will notify you within one day with an estimated delivery time. 

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

What are my payment options?

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?

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

Wiring Instructions

Account name: CIVICSOLAR INC
Bank account #: 8608004985
Bank name: EastWest Bank
135 N Los Robles Ave, Suite 600
Pasadena, CA 91101
 
BankSwift/BIC: EWBKUS66XXX
Routing/ABA: 322070381 (wire transactions)
322070381 (ACH transactions)
   
FOR CREDIT OF:

REFERENCE:

CivicSolar, Inc.

Please specify Order being paid
 

ADDRESS: 426 17th Street, Suite 600
Oakland, CA 94612
 
CREDIT ACCOUNT #: 8608004985
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.