Northern Arizona Wind and Sun - Customer Service Information
As a family-owned company, our business depends on your satisfaction. We are one of the oldest and largest retail solar electric companies in the US - we first started out in 1979 installing small systems on Navajo hogans where the nearest power was 50 miles away.
99% Satisfaction Guarantee
What happened to the other 1%? Well, we are not perfect yet. We do our best, but occasionally things don't go quite as planned. We will do everything reasonable to make it right - but please don't expect us to warranty the inverter you just dropped in the ocean. We do not guarantee to offer the lowest prices on the internet - you cannot offer good service and the lowest prices. When promoting your business, quality should come first. Quality and service is our main concern and we won’t cut the corners required to offer the “cheapest price”. Our prices are competitive and we don't think that cutting prices to the bone will improve our customer service. If you want the lowest possible prices, and don't expect to ever need customer support or technical assistance, then we are probably not a good fit. We find it interesting that nearly half of our calls to technical support are for systems bought from our competitors...
We accept all major credit cards and PayPal. You can also order using a check or money order - the easy way is to print out your order, and send it to our Flagstaff address, shown below. No COD orders are accepted.
Orders placed on our web site are completely secure. Once you've filled out our online order form, the order is encrypted & transmitted to us. An email is sent to you confirming your order. We enter your order, confirm your credit card, and ship the order. We usually have all orders processed within one business day after you place them, but there are a few exceptions (see AVAILABILITY). If you have questions about your order call us toll free at 800 383-0195, or send us an e-mail (click the "email" button on the left or down the page a bit). The toll-free numbers don't work outside the USA - call us at 928 526-8017.
Most products on this site are in stock and available all the time. A few products are carried on a seasonal basis and may be temporarily unavailable. We may occasionally have to backorder items - if so, we will let you know, usually by email. All products have the availability listed in the item "buy box". We try very hard to keep the availability descriptions up to date on all products. However, sometimes we make mistakes and the availability is incorrect. We will never intentionally list an item as in stock if we do not have it. Here is an explanation of the types of availability listed on our website:
We sell and ship internationally. There are some restrictions, and some countries we will not accept orders from (such as Nigeria and Gambia), due to the high rate of fraud. For most international orders we highly recommend that you use PayPal or wire transfer instead of a credit card, as we often cannot verify overseas credit cards and there may be delays in shipping your order.
Shipping and Packaging
Our usual shipping method is UPS ground. The store automatically figures out the shipping (if you choose the valid method) to your address. We do not have any "handling" or packaging charges, except a $9 fee for international shipments for preparing the export paperwork. UPS ground delivery generally takes 3 to 6 business days. We also offer other expedited shipping (UPS next day, 2nd day etc.) from our web site, but these CAN get expensive, especially on heavy items. The UPS weight limit is 150 pounds per package, and there are also some size and/or length limitations. *** NOTE *** The charges shown are estimates, and will NOT be correct for certain places, such as the US Virgin Islands or Guam. Orders too large or too heavy, and all batteries except the sealed AGM batteries must be shipped by freight. The store will figure the APPROXIMATE shipping costs for freight, but this is only an estimate.
Notes on Expedited Shipping: We process the bulk of our website orders by 3:00 pm Arizona time. If you need your order expedited (UPS 3 Day, UPS 2nd Day or UPS Next Day), please place your order as early as possible so that we have time to package it up and send it out. If it's after 3:00 pm, you should phone in your order to be sure we can still ship your order the same day. We cannot guarantee that expedited orders will ship the same day if placed after 3:00 pm.
Where's my Stuff?
We can provide UPS tracking numbers for items shipped from our warehouse in Flagstaff. However, we cannot provide tracking for items shipped by Priority Mail, or for items that are drop shipped from manufacturers' warehouses, such as freight battery shipments. If you have ordered multiple items, order status may show several different things. A few items, such as large batteries are usually shipped freight from the nearest factory warehouse.
- send email to: Shipping Status
Warranties & Returns
Please read our Adobe pdf document for detailed information on damaged items, lost items and warranty claims.
We have a 30 day return policy. If you are not satisfied with your purchase, you may return it within 30 days for a refund. Used or damaged products will be subject to a restocking fee determined upon receipt of the item(s). Products that are sold as discontinued, used, “as is”, special ordered or from our clearance section are not eligible for a refund. When returning an item, you must provide us with all the original packaging, documentation and parts. We reserve the right to refuse returns of damaged products or used products that can not be resold as like new condition. Shipping charges are not refundable unless the return is due to our mistake.
NOTE: We cannot accept returns or exchanges on cut wire or cable. This includes wire that was cut to a specific length in our warehouse and wire that you may have cut yourself after receiving it (like MC4 or H4 extension cables). If you are unsure about which wire you need, please give us a call or email us and we will be happy to help you select the proper type of wire for your project.
Northern Arizona Wind and Sun takes your privacy and personal information very seriously. We will not reveal or sell your information, phone number, or address to anyone, under any circumstance. We have invested a lot of our company resources and time configuring our website to keep your information safe and secure. Rest assured, you will never have to worry about the security of your private information when shopping with us.
Short Notes, Our Websites, & Comments
Taxes: We do not charge tax on most orders. In Arizona, solar and renewable energy is state sales tax exempt (local sales taxes may apply), and all out of state and foreign orders are tax-exempt. Foreign customers may be liable import, VAT, and other taxes at their end. Please do not ask us what the tax will be in your country - we have no idea.