Frequently Asked Questions

Get answers to commonly asked questions below, or reach out to us for additional support!

(818) 280-3091  |  [email protected]  |  Monday – Saturday, 9AM – 5PM PST

(818) 280-3091  |  [email protected]
Monday – Saturday, 9AM – 5PM PST

SHIPPING

BigBattery processes orders on a first-come, first-served basis. After payment is processed and your order is packaged and shipped, you will receive an email with tracking information for your shipment. Don’t see that email? Be sure to check your spam or junk folder!

Freight Shipping

For in-stock products, standard processing times are 3 – 5 business days. Estimated delivery times after shipping can vary anywhere between 3 – 8 business days.

Freight services are available via BigBattery for large and oversized orders. Orders are processed on a first come, first served basis. Standard processing times vary based on product availability.

Ground Shipping (Boxes Under 99 lbs)

Estimated shipping times on single item, in-stock orders are 2 – 4 business days depending on position in the order queue. Actual delivery times after shipping is 3 – 6 business days through FEDEX GROUND.

Parcel Shipping (Cables & Accessories Under 5 lbs)

Parcel shipping services offered by BigBattery include: FedEx (2 day option)

and USPS. If you have a different service you would like to request, please contact our Shipping Team at [email protected].

Disclaimer: Shipping times are based on business days (Monday to Friday) excluding holidays and weekends. Depending on your order, your purchase may arrive in multiple packages. Once shipped, shipments cannot be rerouted. Please ensure all shipping information such as name, address, and phone number are correct prior to the payment of your order.

International (Non-Continental) Shipping

BigBattery can ship to Alaska, Hawaii, Puerto Rico and Guam via USPS for small parcels. For more information please contact our Shipping Team at [email protected].


International shipping can be done on a case-by-case basis by custom quote only. After making your selections, please email [email protected] or ask our Customer Service Team via phone to facilitate a custom quote. Canada quotes can be provided within 24 hours and other countries can take up to 72 hours.


How to Track Your Shipment

You can find updates to your shipment through the following links. Please look to your shipping confirmation email for your Tracking Number.

FedEx Tracking Number Example: 7853 6984 4815

Click Here to Track Your FedEx Shipment

Cancellations and order changes are permitted for open, unshipped orders. Cancellations must be initiated with our Customer Support Team during BigBattery’s normal business hours. If your order has not been processed or packed, no fees will be applied to your cancellation. If items have been packaged but not yet shipped, a cancellation or order change may be permitted with a restocking fee of up to 20%. Once your order has been assigned a tracking number from our Shipping Department, we cannot make any changes to that order.

 

BigBattery provides exchange orders, company credit, and refunds to original payment methods. Company credits are provided to customer accounts. Refunds are typically processed within 7 days of confirmation. You will receive a notification of the refund once processed. BigBattery will process your refund as soon as possible, although it can take your financial institution 3 – 14 business days to make the deposit into your account.


If you have any questions regarding a cancellation feel free to reach out to our Customer Service Team by phone at (818) 280-3091 or by email at [email protected].

Order Minimums

After extensive research on transit damages and shipping practices, we have discontinued palletizing shipments of less than 10 solar panels. We have found that the stability and overall success of delivery increase substantially at 10+ panel pallets. No pallets under 10 pieces will be allowed for purchase unless picking up in store (on select panels). When purchasing solar panels, we urge customers to purchase additional panels to ensure the safe delivery of the needed amount. Solar panels are made of glass and shipping companies are human. Please do not buy the exact amount of panels needed for your project in case of damages. If you have additional questions regarding the shipping of your solar panels please contact our Shipping Team at [email protected].


Packaging

BigBattery packages solar panels to NMFC guidelines. When shipped, BigBattery carefully inspects and documents the packaging and overall condition of your order. All pallets are banded, strapped, and wrapped prior to leaving our warehouse to ensure safe delivery to you.


Receiving Solar Panels

When checking out and selecting freight delivery for your order please note that this is curbside delivery. This means that the freight carrier will deliver the pallet to your curbside, which is generally the end of your driveway. A driver will unload the pallet on a lift gate and typically set the pallet on your driveway. The freight carrier is not responsible for delivering the pallet up your driveway or onto your property in any way. Please plan ahead accordingly.

You or the receiving party must inspect the order upon delivery for any damages. Undiscovered or concealed damages not noted on the delivery receipt must be reported within 24 hours to the freight carrier and BigBattery. Any damages or issues with your order must be noted upon receival of your delivery.


Visible Damage

Visible damage is any damage found during the delivery to which the driver has been notified, an exception number has been provided, and/or the damages are noted on the delivery receipt.


Concealed Damage

Concealed damage is any damage found after the delivery has occurred and the driver is no longer on site. The damages are not noted on the delivery receipt. For any recourse, damages must be alerted to the carrier and BigBattery within 24 hours of delivery. The phone number is typically located on the delivery receipt.


Best Practices for Receiving Solar Panels
  • Take an image of your order in the truck with the driver upon arrival
  • Take images of all 4 sides of your pallet
  • Note any damages, rips, tears, or alterations in packaging to your delivery driver
  • Receive an exception number from the delivery driver
  • Have the driver note the damage on your delivery receipt
  • Call the number on your delivery receipt to report it to the terminal (immediately upon discovery)
  • Call BigBattery (818) 280 – 3091
Things to Look for Upon Delivery
  • Rips, tears, or scuffing on the exterior packaging
  • Any crushed, damaged, or missing cones on the top of the solar panel pallet
  • Pallet feet are intact
  • Dents or punctures through exterior packaging or under pallet
  • Unwrap the pallet and ensure no concealed damages to immediate exterior of product
Processing and Estimated Delivery Times

All freight deliveries will be scheduled by appointment from the carrier via phone the day before. Estimated transit times vary based on location. Standard transit is between 3 – 9 business days. Please note, BigBattery is not responsible for delays due to carrier/seasonal exceptions.

If at any point you would like an update on your estimated delivery date, feel free to reach out to the carrier assigned to your order. Just reference your tracking number and they can provide real time updates on the spot. Alternatively you may send an email to the Shipping Team at [email protected].

What to Expect at Delivery

When checking out and selecting freight delivery for your order please note this is curbside or front door delivery. This means that the freight carrier will deliver the pallet to your curbside or front door, which is generally the end of your driveway or near the front entrance of the property. Please note that you are responsible to remove the goods from where they were placed by the carrier. Please plan ahead accordingly.

Best practice for Receiving Freight Delivery

  • Take an image of your order in the truck with the driver upon arrival
  • Take images of all 4 sides of your pallet
  • Try to get the driver to show where you see potential damages and if you see substantial damage, you are advised to refuse the delivery
  • Images of any tears, holes, or rips in the packaging
  • Call BigBattery (818) 280-3091 to report any damages (immediately upon discovery)
How to Track Your Shipment

You can find updates to your shipment through the following links. Please look at your shipping confirmation email for your Freight Tracking Number.

Click Here for R&L Carriers Shipment Tracking

Click Here for ABF Shipment Tracking

Click Here for Old Dominion Line Tracking

Click Here for FedEx Freight Tracking

You or the receiving party must inspect the order upon delivery for any damages or shortages. Undiscovered or concealed damages not noted on the delivery receipt must be reported within 24 – 72 hours to the freight carrier and BigBattery. When shipping, BigBattery carefully inspects and documents the packaging and overall condition of your order. All pallets are banded, strapped, and wrapped prior to leaving our warehouse to ensure safe delivery to you!

It is your responsibility to document and notify the delivering carrier and BigBattery of any possible damages upon receipt. After acceptance of your shipment, you have legally released the freight carrier of any liability of damage. Any damages not noted within 24 – 72 hours of delivery and do not have a delivery receipt with documentation may be denied.

Best Practice for Receiving Damaged Solar Panels

  • Note any damages, rips, tears, or alters in packaging to your delivery driver
  • Receive an exception number from the delivery driver
  • Call the number on your delivery receipt to report it to the terminal (immediately upon discovery)
  • Call BigBattery
  • If you receive damaged goods, it is always best to take possession of delivery vs. refusing and having it shipped back to us. This could cause more damage to items as well as taking a risk that the product may or may not be in stock to replace your refused shipment at time of delivery/refusal. Refused shipments may be subject to a restocking fee.

Due to shipping concerns, BigBattery will only replace damages of four or more solar panels. Please order accordingly. We ask that you do not order the exact number of solar panels needed for your project.

Non-Continental Shipping

Yes, BigBattery can ship to Alaska, Hawaii, Puerto Rico and Guam via USPS for small parcels. For more information please contact our Shipping Team at: [email protected]

International shipping can be done on a case-by-case basis by custom quote only. After making your selections, please email [email protected] or ask our Customer Service Team via phone to facilitate a custom quote. Canada quotes can be provided within 24 hours and other countries can take up to 72 hours.

Terminal pickup may be offered for certain orders for customers who wish to drive to their nearest applicable freight terminal and pick up their order themselves. Client will need to coordinate with our Shipping Department. 

 

For terminal pickup, product responsibility and liability including holding fees are transferred to the customer upon pickup. BigBattery does not accept responsibility or liability for any damage, either from transportation or other means, after terminal transfer. Be sure to inspect your order at the terminal before leaving.

 

Please ensure your vehicle can handle your pickup. Standard bed trucks are under 78” long. Most solar panel pallets will be 72” – 84” long with a 48” width and a 40” – 54” height and standard pallets are 40” by 48”. Please ensure the weight and height requirements of the load are met by the truck and that the wheel hubs in the bed of the truck are taken into consideration when measuring. We highly recommend you bring strapping to secure your load. Additionally, if your order contains more than 1 pallet, a standard pickup truck will likely not be sufficient.

 

Average Pallet Size: 48” X 40”

ORDERING

BigBattery confirms and allocates inventory on paid orders. All orders are processed on a first come first served basis. Once payment is confirmed your order will be processed between 3 – 5 business days.

BigBattery processes orders on a first come, first served basis.

 

Any items that are unavailable will be placed on back order, the remainder of your order may be split shipped, dependent on lead times. Estimated ship dates for backordered items will be provided. However, please note that these dates are “estimates” and may change due to delays and demand. If your order contains any back-ordered items, we may elect to split-ship your order as items become available. Our team will contact you with any updates to shipping.

Online Payment

BigBattery accepts payments via cash, credit/debit card, and wire transfer/ACH upon request. Payments made outside of the online store will need to be handled directly by a BigBattery sales representative.


In-Store Payment

In-store payment options are available by cash. If paying with a credit/debit card or other online payment options, payment must be made at least 24 hours prior to the pickup. All orders must be complete before local pickup can be processed. No pickups on unpaid quotes will be facilitated.


Feel free to contact our Sales Team to place and pay for your order: [email protected].

BigBattery is located in Chatsworth, CA and adheres to California Sales Tax requirements. All orders are subject to applicable sales tax. The customer is responsible for all applicable sales tax payments. Shipping and handling is subject to sales tax.

BigBattery confirms and allocates inventory on paid orders. All orders are processed on a first come first served basis. Once payment is confirmed your order will be processed between 3 – 5 business days.

FINANCING

BigBattery confirms and allocates inventory on paid orders. All orders are processed on a first come first served basis. Once payment is confirmed your order will be processed between 3 – 5 business days.

RETURNS

Returns are accepted on a case-by-case basis. To start the returns process, you will need to contact BigBattery at [email protected]. Please let the team know what your issue is in as much detail as possible. Provide images and video to help our team provide you a solution as quickly as possible. Once received, we will begin working on building out the details of your request. If you have received the wrong item and need an exchange, please contact our Customer Service Team at [email protected].


New and Unused Product
  • Must be within 14 days of delivery for refund; If past 14 days, store credit only
  • Must have all accessories, box and checklist
  • Subject up to a 40% restocking fee
  • Customers will be provided with an RMA label; Shipping cost will be taken from total refund
Returns on Used and Installed Product

All requests for return on used and installed products begin with technical support troubleshooting. This process must be completed before an RMA is approved. Please contact our Technical Support Team at [email protected] to begin a technical support ticket for your return. The unit must be fully functioning and have all original accessories and packaging. The unit will be subject to further inspection to ensure it is working and in a resellable condition.

  • Must be within 30 days of delivery
  • Subject up to a 40% restocking fee of the original invoice
  • Must have all accessories, box and checklist
  • Customers will be provided with an RMA label, shipping cost will be taken from total refund

You can always contact us for any return questions at [email protected].


International Returns

Any customer that lives outside of the continental US is considered international at this time. This includes Alaska, Hawaii, and the US Territories. Returns for these customers will be slightly more difficult for larger items and may require special handling. Unfortunately, BigBattery will not be responsible for any additional charges for these special circumstances. If it is deemed that a product is DOA, defective from the manufacturer, or mishandled by BigBattery, BigBattery will work with the customer on making the situation right. Parcel items that can be returned via USPS, UPS, or FedEx ground will be the easiest to handle. Larger and heavier items that will need to be returned via freight may only be returned through FedEx freight at this time. BigBattery is not responsible for any brokerage fees, customs, and duties on any orders, including replacement and warranty orders. Please note, that items sent back without an RMA acceptance status will not be accepted.

In the case that you experience an issue with the functionality of your product, BigBattery offers in-house technical support. BigBattery’s Tech Support Team will troubleshoot with you to diagnose issues remotely via phone, email, or even video if needed.

 

To begin the process of triage, please call (818)280-3091 or send an email to [email protected].

 

You will begin with a general information gathering session with our Tier 1 support. A support ticket will be created on your behalf compiling all details. Our Tier 2 teams will deep dive to determine the root cause. Additional information from you may be required, such as, system setup images, voltage readings, alarm codes, notes, documents, videos, etc. If a resolution is not achieved a further escalation to our Tier 3 teams will occur. After presenting all documentation and the symptom persists, an RMA will be accepted for return to BigBattery.

 

The RMA Department will send you a return shipping label as well as instructions on how and where to send your return. Please note, that items sent back without an RMA acceptance status will not be accepted. Once your return has been received, testing by our Tech Team will commence. After the root cause is defined, our RMA Team will reach back out to you with those results and the next steps for your resolution.


If you have any questions regarding the process or concerns regarding your specific situation, feel free to reach out via phone at (818) 280-3091 or via email at [email protected].

The equipment sold by BigBattery is designed by the manufacturer to be installed only by licensed, trained, and insured solar and electrical installation professionals. We strongly advise the customer to seek the assistance of such a professional to exclusively perform the implementation of any of these products, and we make no warranty of the purchaser’s safety, the success of equipment implementation, or compliance with local codes and regulations. BigBattery disclaims all warranties, expressed or implied, including but not limited to, any implied warranty with respect to the accuracy or completeness of the information they disseminate, and/or fitness of the materials sold for a particular purpose. Some of the used or grade B titled equipment sold may not include a manufacturer’s warranty. No warranty may be created or extended by sales or promotional materials on these items.


If you experience a defective unit, please reach out to BigBattery’s team for assistance in reaching out to the manufacturer.


Warranty claims may be denied for any of the following reasons:

  • Damages incurred during installation or removal
  • Damages caused during mishandling of product, or inappropriate environmental exposure
  • Damages caused by improper maintenance
  • Tampering, altering, and/or disassembly of product
  • Using product in applications other than which it was intended for by the manufacturer
  • Lightning, fire, flood, or acts of God
  • Any product whose serial number has been altered, defaced, or removed

If you receive damaged goods, it is always best to take possession of delivery versus refusing and having it shipped back to us. This could cause more damage to items as well as taking a risk that the product may or may not be in stock to replace your refused shipment at time of delivery or refusal. Refused shipments are subject to a restocking fee of up to 40%. Shipping may not be eligible for refund on refused shipments. If at any point during the receival of your delivery you have a question or a concern, do not hesitate to reach out to our Customer Support team by phone at (818) 280-3091 or by email at [email protected].

Key Points to Know for In-Store Pickup

All orders must be completed before local pickup can be processed. No pickups on unpaid quotes will be facilitated.

 

Pickup availability will be notified by BigBattery. Please do not show up without confirmation that your order is ready. We can not guarantee service if the pickup is not prepared.

 

Product responsibility and liability are transferred to the customer through your signature upon pickup. BigBattery does not accept responsibility or liability for any damage, transportation, or otherwise, after this transfer.

 

Local pickup is available at our Chatsworth, California location for customers who live in the area or wish to mitigate the cost of shipping for heavier items/large orders. This can be selected upon checkout and completion of your order. Pickup appointments will be scheduled by BigBattery only for the customer within 24 hours of your order’s confirmation. All orders must be picked up from BigBattery within 8 business days from the time of purchase. Once scheduled, you must immediately notify BigBattery of any changes to your appointment. If you are unable to arrive within 15 minutes of the scheduled time, you must notify BigBattery to coordinate a rescheduled appointment time. This ensures we are not creating delays for the next scheduled customer.

 

If your order contains any backordered items, we will schedule a pickup for those specific items at a later date. If you do not wish to make 2 pickups for your order, a shipping quote can be provided.

 

Customers are required to provide a copy of their driver’s license and order confirmation upon arrival. A copy of your license will be scanned and attached to your packing slip for verification. Please note, that California sales tax will be collected on all pickup orders unless a California sales tax exemption is on file. On-site payment options are available by cash or check. If paying with a credit/debit card, payment must be made prior to the pickup. All orders must be complete before local pickup can be processed. No pickups on unpaid quotes will be facilitated.

 

Product responsibility and liability are transferred to the customer through your signature upon pickup. BigBattery does not accept responsibility or liability for any damage, transportation, or otherwise, after this transfer.


For Large Pickups (Solar Panels / Palletized Orders)

For palletized orders, we will not load into: cars, sedans, RVs, or toy haulers.

 

Please ensure your vehicle can handle your pickup. Standard bed trucks are under 78” long. Most solar panel pallets will be 72” – 84” long with a 48” width and a 40” – 54” height. Please ensure the weight and height requirements of the load are met by the truck and that the wheel hubs in the bed of the truck are taken into consideration when measuring. Our team will use hand packaging and palletizing tools to help ensure that the load is secured according to freight shipment standards. However, we highly recommend you bring additional strapping to secure your load.

 

If you have purchased a product from BigBattery, one of our customer care features is US-based, in-house technical support. At any point after your purchase you find yourself encountering a technical issue, please reach out to BigBattery with your order number ready.

 

To receive the quickest and most successful troubleshooting, we suggest sending an email including: a detailed synopsis of the issue, images/video of the problem during its occurrence, and inverter/charge controller settings if applicable.

 

Be sure to include images of:

  • System installation
  • Main panel and sub panels
  • How AC inputs and outputs are connected to the inverter
  • How PV arrays are connected to the inverter
  • Picture of information panel showing the serial number & MPN
  • How batteries are connected to the inverter

Please photograph the voltmeter readings from the terminals on the inverter and specify what you are testing.

 

  • PV voltmeter readings
  • Battery DC readings
  • AC output readings
  • AC input readings


Send your email to
[email protected] and one of our representatives will reach out to you.

By working with BigBattery you will be given the tools to grow your business in ways that you may not even realize. Our team of experts will be able to provide hands-on training, system design, and marketing strategies that can help you and your business reach the goals that you have set for yourself. We have outlined a three-tier system to provide a clear and comprehensive path to success in the solar industry. As an installer progresses to higher tiers, they will keep the benefits of the previous tiers in addition to the new tier when applicable.

To view BigBattery’s Privacy Policy, click here.

COMMON QUESTIONS

We no longer offer our batteries for use in series.

All of our batteries have a thermal management system that is controlled by the BMS (Battery Management System). This Thermal management system will not only prevent the battery from being used if the temperature is too high, but also if the temperature is also too low.

No. Lead acid battery chargers charge at different currents and voltages than our lithium batteries. Using your OEM charger can damage your battery cells and void your battery’s 10 year warranty. We have several chargers optimized for and calibrated to every battery we sell.

The voltage drop that you experienced is called the “bubble voltage” and is perfectly normal for Lithium Batteries. LiFePO4 batteries behave differently than other battery chemistries. The Voltage vs Capacity is not linear. For example, if you have a voltage between (13.3 – 14.6) or (26.6 – 29.2) or (53.6 – 58.4)  you will have more than 99% of the capacity. This essentially means that “Bubble Voltage” contains less than 1% of the entire capacity and the drop when a load is placed is instant.

Yes, if you are purchasing one of our IP65-rated batteries. Our new line of batteries are IP65 rated, which means it will give added protection during inclement weather and adverse conditions. With the rising popularity of lithium-ion batteries, a plethora of standards and certifications are emerging to guarantee consumer safety. These standards subject batteries to rigorous testing to ascertain their ability to function optimally, even under harsh conditions. Among these is the Ingress Protection (IP) rating, designed to indicate a device’s resistance to foreign elements. The latest BigBattery products underwent extensive testing and were awarded an IP65 rating, demonstrating their complete dust-proof and water-resistant capabilities. Water-resistant means protection against low-pressure jets of directed water from any angle. The best practice for any battery is to minimize exposure to the elements as much as possible for maximum lifespan, but with IP65 you have increased protection and durability.

Lithium Iron Phosphate (LifePO4) batteries can be cycled from 3000 to 7000 times. If you cycle the battery daily with an 80% DoD (Depth of Discharge), then you can get even more than 10 years of use from your battery.

Our batteries work great with almost all inverter/charger controller brands. The only brand we are not compatible with is RENOGY. Please confirm that your inverter can be set to the operating parameters of the battery you’re interested in before purchasing. Parameters can be found as a downloadable PDF spec sheet on every battery product page.

All of our batteries come with free ring terminals that can be used to connect your battery to your inverter, cart, or busbar system. We also sell a parallel busbar that can be used in tandem with the included ring terminals to parallel multiple batteries.

Upgraded Charger:
  • Charging Current: 15A
  • Input Voltage: 110V / 220V
  • Output Voltage: 58.8v
  • Charging Time: 5 h (approx)
  • On-Board Charger: Yes
  • Protection: IP65
12A Charger:
  • Charging Current: 12A
  • Input Voltage: 110 / 22V
  • Output Voltage: 45V,50.4V,58.8V
  • Charging Time: 6.5 h (approx)
  • On-Board Charger: No
  • Protection: IP50

In the past Big Battery sold refurbished batteries, such as solar batteries made from recertified Nissan Leaf modules. As of the year 2020, all batteries sold are new, never-previously-cycled batteries that come with a complimentary 10 year warranty.

Orders of (4) or more batteries qualify for free shipping. Shipping charges for batteries of less than (4) units can be estimated in the checkout process by adding your state and zip code.