Frequently Asked Question

GENERAL QUESTIONS
RETURN & REFUND
SHIPPING

  • How can I reach out customer service?

    If you have any questions or concerns, please do not hesitate to contact us. We would love to hear from you:


    Email: eu@pecron.com


    Online Chat


    +1 888 906 5997 (9am-5pm EST,Mon.-Fri.)

    We are currently experiencing unprecedented high call and email volume. We are currently scaling our customer support team and making the necessary improvements to answer all of your questions and give you the time you deserve. We very much appreciate your patience!

  • I don't know how to use coupons.

    Step 1: Copy the coupon code ‘XXXXXX’; Step 2:
    Enter the coupon code in the ‘Coupon Code or Gift Card’ field on the checkout screen and make sure to press the ‘Apply’ button.

  • How long is the warranty?

  • Does it contain VAT if I buy it on the website?

    VAT & Sales Tax

    Since all EU-warehouse orders are shipped within the European Union, no VAT or sales tax will be added to your order, regardless of your destination country within the EU.
    The price you pay at checkout is the final price, with no extra taxes applied later.

    Customs Duties

    All orders shipped from our EU warehouse are exempt from customs duties.
    You will not be charged any additional customs fees or import-related costs.

  • Why my PECRON is not charging through solar panel?

    1. The working voltage of the panel is not in the following range.
    DC5521 Port: Voc 12V~18V / 100W Max /7A Max.
    GX16MF Port: Voc 32V~95V / 400W Max / 15A Max.

    2. The battery level is close to 100%.3. The "+ -" poles are connected incorrectly.4. The solar panels have volts but no amps(less than 0.7A), this could be caused by internal faults of the panel itself, poor weather condition, or placed under shaded area

  • What devices can I use in this portable power station?

    The AC socket can only be used to power the device, which is less than 2000 W, if exceeded, the power station is automatically closed, please refer to your device specification before using it.

  • How long can my device be operated with it?

    The usage time is based on the power of your device, working time = 1920 Wh x 0.85 / operating power of your device.

    For reference, assumed the power consumption of your device is 300W, the working time is 1920Wh*0.85/300W = 5.4 hours (roughly calculated).

  • Does the pecron E2000LFP contain a built-in MPPT controller?

    E2000LFP has two built-in MPPT charge controllers that can charge Voc (Open Circuit Voltage) 32V-95V solar panels up to 1200W, which significantly improves charging efficiency and effectiveness.

  • What type of solar panel should I choose?

    Please read the instructions when charging with the solar panel. The solar panel must have an MC4 interface and the total idle voltage should be between 32-95V. We recommend using a Pecron 200W solar panel for charging.

  • How should I store my portable power supply?

    When storing the product, switch it off and store it in a cool, well-ventilated place where moisture cannot easily accumulate.
    Do not store the product near water or in a damp place. For long-term storage, we recommend discharging the battery to 30% and then charging it to 60% every three months to extend the life of the product.

    (If the mobile power is stored for a long period of time (e.g., several months) at 100% or 0% charge, it may accelerate battery aging or degrade performance.

    In particular, it may not be possible to recharge the battery if it is stored for a long period of time with no charge remaining.)

  • Can I get an invoice?

    Regarding invoicing, we can issue electronic invoices.
    Please contact us at eu@pecron.com.

  • My payment failed because my card was declined by the issuer (Your card was declined). Please let me know the exact reason why the payment failed.

    If the reason for the payment failure is a credit card company decline (Your card was declined), cardholders are encouraged to contact the card issuer directly.
    Please note that since each credit card company has its own unique screening criteria, we are unable to investigate the exact cause of the error.
    In general
    , there are several reasons for payment failure:

    　■ The credit card company has suspended the payment in question for security reasons.
    　■ The payment exceeded the credit card limit.
    　■ The credit card has expired. ■
    　The credit card number has been changed during a regular charge due to reissuance, etc. ■ Funds on the prepaid/debit card.
    　■ Insufficient funds on the prepaid/debit card. ■
    　Payment cannot be made due to prepaid/debit card issuer settings.
    　■ Credit card is unavailable/invalid.

    When the cardholder contacts the card company, instruct the purchaser to provide the card company with the following information.

    　■ Name of the shop where the card was used
    　■ Date and time when the card could not be used (date and time when the error occurred)
    　■ Amount of payment (not required when registering card information)
    　■ That the payment was made by the cardholder

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  • What is your return policy?

    We accept return for domestic(US/CA/EU) orders. Customers have the right to apply for a return within 30 days after the receipt of the product
    For international order, return accepted only for wrong or defective products intimated within 48 hours of delivery

  • I want to return my Pecron now, what should I do?

    First of all, we'd like to sincerely apologise for your unsatisfactory experience on your special occasion.
    For returns, please email us at eu@pecron.com with the subject 'Returns' and include your order number, name and the reason for the return. We will assess whether the product meets the return requirements. We will provide you with instructions where to send returned goods.
    You are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.

  • How long will it take for my order to arrive?

    Our goal is to offer you the best and fastest shipping service, no matter where you live. We deliver to hundreds of customers every day, and we strive to provide you with services of the highest level.

    • We will choose FedEx, UPS, DPD or DHL for shipping depending on the circumstances.
    • Local pickup services are not currently available.
    • Processing time: 1-2 Business Days
    • Shipping time: About 2-10 Business Days for Standard Shipping; About 1-5 Business days for Express Shipping
    • International Shipping may take up to 30 days

    For out-of-stock items or products that need to be shipped from other warehouses, please contact our customer service staff for shipping times

  • How do you ship your product?

    We partner with UPS, FedEx and DHL to provide the most reliable and eficient shipping solutions to our clients across the nation and around the world

  • Where is my order shipped from?

    Orders from the EU will be shipped from Poland or Germany. (Shipping locations for international orders may vary by country.) For example, orders from Canada, the United States, and Japan will be shipped from local warehouses.