Customer Service and Information, Shipping, returns, warranty, etc.
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.
Solar has come a long way since then, but we still strive for the best customer service. We are not perfect - we do make mistakes. We will do our best to correct any errors. With our many years of experience, we can make sure you end up with the right components and a reliable system that fits your needs, without paying too much or buying more than you need.
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:
Out of Stock: The item in not in our warehouse and we do not have a good estimate for when the item will be available.
In Stock: The item is currently in our Flagstaff warehouse and is usually shipped the next business day.
Available for Order: (This can mean a few different things.)
- The item is not currently in our warehouse but is on order (or back ordered) and will be in stock as soon as possible.
- The item is a "build to order" item and we may not stock all the necessary components.
- The item is not normally stocked but can be special ordered from one of our suppliers.
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
NOTE: If you require a signature upon delivery, you must specify this in the notes of your order. You may also call and speak to a customer service representative to request a signature. Unless the customer specifies otherwise, all orders we ship do not require a signature. There will be an additional $10 fee if you require a signature for your delivery.
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.
Yes, we can ship items with USPS flat rate boxes.
If you're interested in having your items delivered in a flat rate box from the U.S. Postal Service, give us a call and we can place your order over the phone. Our website is not set up for calculating the flat rate postage.
Notes on Expedited Shipping:
If you require a Saturday delivery, please place your order over the phone. Our website cannot process Saturday deliveries. If you select UPS Next Day on a Friday, your package may not arrive on Saturday unless we have specifically requested a Saturday delivery.
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.
NOTE: UPS Next Day Air is not guaranteed to arrive the next day for some areas of Hawaii and Alaska. It could take additional time for packages to arrive. If you have questions about UPS Next Day Air to Alaska or Hawaii, please visit the UPS website about the Next Day Air method. You can also email us or give us a call and we will do our best to help.
One of the options available at checkout is "in-store pickup" which does not include any shipping charges on your order. If you select this option, you must come to our Flagstaff, AZ store and pick up your order in person. Nothing is shipped to you when you select in-store pickup. Please be aware that this option can only be free when the items you order are actually in stock at our Flagstaff warehouse. If we have to order the item from one of our suppliers, we will contact you prior to processing your order and confirm the shipping charges that you will be responsible for. If you have any questions about in-store pickup or whether we have something in our local warehouse, please email us or give us a call.
Notes on UPS Shipments:
If you receive an item via UPS and it is damaged, go ahead and sign for the shipment if a signature is required. Please do NOT refuse the delivery. Contact us as soon as possible and we will start a claim with UPS. They will send out a claim representative to your location and pick up the damaged item(s). The claim representative usually arrives the next day after the claim is started. As soon as we receive notification from UPS that the item has been picked up, we send out a replacement order at no additional cost to you. The claim process MUST be started within two weeks of the delivery. If you wait too long to contact us, we will not be able to reimburse you for the damaged item(s).
Notes on USPS Shipments:
Many small items can ship via USPS but we do not recommend it for orders over $100. For orders over $100, we prefer to use UPS unless they cannot deliver to your address. If you receive a damaged item, please do NOT refuse the delivery. Contact us as soon as possible and we will begin the claim process and send you a replacement shipment at no additional cost to you.
Notes on Freight Shipments:
Freight carriers are necessary for very large orders that are either very heavy, very large in physical size, or both. Freight carriers are much more strict when it comes to reimbursing us for damaged shipments and we request that you look over the pallets and packages for damage before signing for the items. When you receive a freight shipment, you must inspect the packages and items for damage before signing for the delivery. If you sign for a shipment and something is broken, we may NOT reimburse you for the damaged items or shipping costs to replace the item. This is because the freight carrier will not usually reimburse us for the damaged items once the delivery has been accepted. If your shipment consists of multiple pallets but only one pallet is damaged, please only refuse the damaged pallet and accept the others. We will work with you as best as possible in the event you discover damage after delivery, but we can not guarantee that we will be able to reimburse you.
If you have any questions at all about shipping or shipping methods, please email us or give us a call. We are happy to discuss the best shipping options for your order.
A Note About Brokerage Fees:
International orders may be subject to local import fees, customs, duty, brokerage or additional taxes in the country of destination. Northern Arizona Wind and Sun is not responsible for, nor can we offer any specific advice on additional fees that you may have to pay when your merchandise arrives. You should contact your local customs import office for more information about any potential charges. Northern Arizona Wind and Sun is not responsible for any taxes, duty, customs, brokerage fees or shipping charges on any item being returned.
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.
Order inquiries ONLY
Send email to: Shipping Status
Warranties & Returns
Please read our Adobe pdf document for detailed information on damaged items, lost items and warranty claims.
NOTE: special order items, custom built items, and custom built NAWS power panels are non-returnable.
NOTE CONCERNING LITHIUM BATTERIES: Lithium batteries are considered a hazardous item, which means the shipping laws and regulations are a lot more strict than those for non-hazardous items. Lithium batteries cannot be returned to us unless the shipper is hazmat certified. This means a customer cannot have UPS, FedEx, or USPS simply pick up the batteries and bring them back to us. They can only be shipped by a hazmat certified shipper.
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 or exchange. If you purchased an item and it's not working, please contact us ASAP so that we can determine the best course of action. 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. NOTICE: This return policy may not apply to used items. We do not accept returns for used water pumps, custom products built for the customer, special ordered products, and products missing the original packaging. Returns will be determined on a case by case basis.
You MUST get an RMA (return merchandise authorization) number before sending anything back. That number should be clearly visible on the outside and inside of the package. You can get an RMA number by email (usually the easiest way) or by calling our Flagstaff office at 800-383-0195 or 928-526-8017.
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.
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.