Shipping and Returns Policies
Our goal is to make solar a snap.
From the time you start browsing our website until decades after installing your system, we want the process to be not only seamless, but also enjoyable! With that in mind, we’ve gathered information on some commonly asked questions. If there’s something we haven’t covered below, please reach out to us and we’ll get you an answer as soon as possible.
We offer shipping promotions exclusively to customers within the continental United States. Orders of $9,999 and above qualify for free ground or freight shipping, ensuring cost-free delivery. For orders below $9,999, shipping charges will vary depending on the specifics of the order, but the shipping cost will never exceed $399. Shipping carriers, such as USPS, UPS, or LTL Freight, will be selected based on delivery logistics.
Product Availability
Most products listed on our website are readily available. If they are not, we will try to post a statement regarding the lead time and point you to a similar item that is in stock. When in doubt, call, email or chat us to check on availability.
Order Processing
Rest assured all orders placed on our website are encrypted and secure.
An email will be sent to you confirming your order has been received. All orders are typically processed within one business day after they are placed.
If you have questions about your order, call us toll free at 800-383-0195 or send us an email. Outside the U.S., call 928-526-8017.
International Orders
We sell and ship internationally. However, there are some restrictions. For most international orders, we highly recommend that you use PayPal or a wire transfer instead of a credit card, as we often cannot verify overseas credit cards and there may be delays to processing your order.
Shipping
Standard Shipping
Our usual shipping method is UPS Ground. NAZ automatically calculates shipping to your address. UPS Ground delivery generally takes 3-6 business days but cannot be guaranteed based on unforeseen delays by UPS.
Expedited Shipping
We also offer expedited shipping (UPS Next Day, 2nd Day, etc.). However, these options can get expensive, especially with heavy items. If you require a Saturday delivery, please place your order over the phone, as our website cannot process Saturday delivery requests. If you select UPS Next Day Air on a Friday online, your package may not arrive on Saturday unless we have specifically requested a Saturday delivery through UPS.
We process the bulk of our website orders by 3 p.m. Arizona time (Mountain Standard Time). If you need your order expedited, please place your order as early as possible so that we have time to package it and send it out. If it's after 3 p.m., you should phone in your order. This will greatly increase the chances your order will ship that day. However, we cannot guarantee that expedited orders placed after 3 p.m. will ship the same day.
UPS Next Day Air is not guaranteed to arrive the next day for some areas of Hawaii and Alaska. If you have questions about UPS Next Day Air to Alaska or Hawaii, please visit the UPS website. You can also email us or give us a call and we will do our best to find a solution.
Limitations
The UPS weight limit is 150 pounds per package, and there are also some size limitations. Orders too large or too heavy and all batteries except the sealed lithium/AGM batteries must be shipped by freight.
The UPS® Service Guarantee is currently active for the below domestic and international services but otherwise remains suspended:
- UPS 2 Day Air A.M.® – Effective January 22, 2024
- UPS Next Day Air®
- UPS Next Day Air Saver®
- UPS Next Day Air® Early
- UPS Worldwide Express Plus®
- UPS Worldwide Express®
- UPS Worldwide Express NA1®
- UPS Worldwide Express Saver®
- UPS Worldwide Saver®
- UPS Worldwide Express Freight® Midday
- UPS Worldwide Express Freight®
Domestic
International
Until further notice, the guaranteed delivery time for UPS Next Day Air Saver® deliveries has been extended to end-of-day (11:59 p.m. on the guaranteed day of delivery).
The UPS Service Guarantee remains suspended for all other UPS® shipments and services not specified in the above list.
USPS Shipping
Many small items can ship via USPS, but we do not recommend it for orders over $100. For items exceeding $100, we prefer to ship via UPS unless they cannot deliver to your address.
Flat-rate USPS shipping is available. If you’re interested in having your items delivered in a flat-rate box from the U.S. Postal Service (UPS also offers), call us to place your order over the phone.
Free Shipping
If you are given a free shipping option at checkout, please note we reserve the right to ship via UPS, USPS, UPS Surepost or LTL Freight (signature may be required). If you need to use a specific shipping method or carrier, you must notify us before your order ships.
Signatures
Almost all non-freight orders do NOT require a signature (Sol-Ark inverters and lithium batteries shipping via UPS **DO** require a signature by someone 21 or over).
If you would like a signature to be required upon delivery for any other items, you must specify this in the notes of the order or call us to request one. There is a $10 fee for requiring a signature upon delivery.
Circumstances Beyond Our Control
We follow the USPS and UPS policies of circumstances beyond our control regarding interruption of service. You can read the full policies on their websites:
International Shipping Fees
International orders may be subject to local import fees, customs, duties, brokerage fees or additional taxes in the country of destination. NAZ is not responsible for, nor can we advise on, additional fees that you are responsible for when your merchandise arrives. You should contact your local customs import office for more information about potential charges. NAZ is not responsible for any customs, duties, brokerage fees, taxes or shipping charges on any item that is returned.
In-Store Pickup
We offer in-person pickup at our Flagstaff, Arizona store. This option eliminates all shipping and sales tax charges if the items are in stock at our Flagstaff warehouse. You must call ahead to schedule your pickup. Warehouse hours are Monday – Friday, 8 a.m. – 4 p.m. Arizona time (Mountain Standard Time).
Damage & Claims
For UPS Shipments
If your UPS shipment is damaged, sign for it if it is required. Do *NOT* refuse delivery.
- In order to submit a claim, you must save the original packaging.
- Contact NAZ as soon as possible and we will start a claim with UPS.
- They may send a claim representative to pick up the damaged item, typically the next day.
- As soon as we are notified by UPS that the item has been picked up, we’ll send a replacement order to you at no additional cost.
- To be eligible for reimbursement, the claim process MUST be started within two weeks of delivery.
For USPS Shipments
If your USPS shipment is damaged, please do *NOT* refuse delivery.
- Contact NAZ as soon as possible and we will start a claim process and send a replacement order to you at no additional cost.
- To be eligible for reimbursement, the claim process MUST be started within two weeks of delivery.
For Freight Shipments
Freight carriers are necessary for orders that are either very heavy and/or very large. Freight carriers are much stricter when it comes to reimbursing us for damaged shipments, so we request that you look over the pallets and packages very carefully for damage before signing for your items. It Is crucial that whoever receives the delivery thoroughly opens and inspects all items before signing the delivery receipt with the driver. All damage MUST be reported within two weeks of delivery.
If you accept delivery and something is broken, we are not legally obligated to reimburse you for the damaged items or shipping costs to replace the item. If your shipment consists of multiple pallets, but only one pallet is damaged, please only refuse the damaged pallet and accept the others. While we will work with you if damage is discovered after delivery, we cannot guarantee reimbursement for any product or freight costs if you don't inspect the shipment properly before signing.
Returns
You must have a return merchandise authorization (RMA) number to return anything.
We have a 30-day return policy. If you purchased an item and it is not functioning properly, please contact us as soon as possible so we can determine the best course of action. If you are not satisfied with your purchase, you may return it within 30 days for a full refund. All returns are subject to a 15% restocking fee.
Products that are sold as discontinued, “as is,” custom built, special ordered or from our clearance section are not eligible for a refund or exchange. Used items such as water pumps may not be eligible for return or exchange. Cut wire and cable are not eligible for return or exchanges. If you are unsure about which wire you need, please contact us to help you select the proper type of wire or pump for your project.
When returning an item, you must provide all the original packaging, documentation, and parts. We reserve the right to refuse returns of damaged or used products that are not in their original condition or cannot be resold as like-new condition.
Shipping charges are not refundable unless the return is the result of our mistake.
Lithium batteries can only be transported via a hazmat-certified shipper. They cannot be returned to us via UPS, FedEx or USPS under any circumstances. You are responsible for any federal penalties or fees if you ship your batteries incorrectly.
NOTE: We strongly recommend customers to obtain insurance coverage for the complete value of the returned package. Regrettably, we cannot authorize a refund if the product is damaged during transit. It's important that the item is shipped in a new box, in addition to the original manufacturer's packaging to avoid potential damage. Please reach out to us via email or phone if you have any inquiries or concerns regarding the return process.
Sales Tax
We are subject to the sales tax regulations of the state to which the order is shipping. If you are a tax exempt entity please contact us by phone for information on how to apply the exemption to your order.
Warranties
While NAZ does not provide warranties on the products we sell, they may be covered by a manufacturer’s warranty. Refer to the product’s description on the website for further information. To obtain warranty service for defective products, please contact the manufacturer directly.