Frequently Asked Questions
FAQCOVID UPDATES
1.My order is taking longer to arrive than promised, what’s going on?
We apologize for this delay! Unfortunately, shipping of lithium batteries has been delayed due to carrier restraints caused by a boom in online orders and volume of shipping. If tracking isn’t available for your order, please hang tight and know that we are working to get your order processed as soon as possible. You may experience a delay of 48 hours or more before information on your order is provided. Please know that your product will be shipped, shipping is guaranteed and tracking information will be provided, but given the unprecedented circumstances, our delivery dates are only estimated and we cannot guarantee their exact time of arrival.
2.How has Youhomenergy been impacted by COVID-19?
Like many other companies, we have been greatly impacted by COVID-19, both negatively and positively.
First and foremost, we take great pride in caring for our employee’s health, wellness, and safety. We quickly responded to the rise in global COVID-19 cases and transitioned predominantly to a remote work environment. For those employees still in the office, such as our warehouse staff that are fulfilling orders, we have put in place safety procedures that follow state, federal, and our own corporate guidelines to ensure a safe and comfortable working environment.
Second, as remote work spaces became more common and power needs increased across the country, demand for Goal Zero products took off exponentially. We are incredibly grateful that people turn to Goal Zero for their power needs, and we have been working harder than ever to get everybody the equipment they need. With that said, shipping providers such as UPS, USPS, FedEx, etc. have experienced delays that have impacted our deliveries. Additionally, our customer service team is overflowing with emails and calls, and we’re working diligently to build up our team and respond to every question in a timely manner.
Lastly, to no surprise, our supply chain has been impacted by the global pandemic. Transportation and manufacturing partners overseas are experiencing halts in their operations, and our increasing demand has only put more pressure on production. This has resulted in delayed shipments (among other things) that we’ve been managing to keep operations running as smooth as possible.
All in all, we hope everybody is staying safe and following proper policies to ensure we all continue staying healthy as we navigate these unprecedented times. Our team is doing well, staying active, and keeping busy!
3.Why can’t I reach customer support? I’m not getting any response via phone or email.
We are currently experiencing unprecedented high call and email volume. We pride ourselves on outstanding customer service, but have quickly realized we are trailing behind and not meeting your expectations. 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, and deeply apologize for any inconvenience.
SHIPPING & DELIVERY
1.How do I check the status of my order?
You will receive an email confirmation with your tracking number once your order has shipped from our warehouse. If you didn't receive this email, check your spam or junk email folder or contact us by email at [email protected], Our customer service staff is at your service 24 hours 7 days.
2.Is shipping covered for returns or exchanges?
Unfortunately Youhomenergy does not cover shipping costs at this time. Pre-paid shipping labels are not provided for returns or exchanges.
3.Why can’t I reach customer support? I’m not getting any response via phone or email.
We are currently experiencing unprecedented high call and email volume. We pride ourselves on outstanding customer service, but have quickly realized we are trailing behind and not meeting your expectations. 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, and deeply apologize for any inconvenience.
GENERAL QUESTIONS
1.What types of batteries does Youhomenergy use?
LiFePO4 Battery
2.What does “battery lifecycles” mean?
Lifecycles refer to how long batteries maintain their rated capacity. When you completely drain a battery from 100% to 0%, you’ve gone through one cycle, and the lifecycle rating for batteries is dependent on its type, or chemistry. Lead-acid batteries are rated for 200-300 lifecycles and lithium batteries for 500-800 cycles. Yeti Lithium batteries are rated for 500 cycles to 80% capacity. This means after 500 full life cycles from 100%-0% you will still have 80% of the original rated capacity. We expect well over 2000 life cycles on the unit. With the new Yeti X line, you now have the ability to control your battery performance to increase its lifespan.
3.Are your products dangerous?
Our products are designed and engineered to be as safe as possible so anybody of any age can confidently use it without worry! Our Batteries are a power alternative to traditional gasoline-powered generators, so they don’t require any gasoline, have zero exhaust (no harmful carbon monoxide), and are virtually silent. With that said, our products are electronics and most contain batteries and wiring that can absolutely be harmful if mistreated and used improperly. Please review your user guide manual for instructions on how to properly use and handle your product.
4.Where are your products made?
Our products are designed, engineered and tested here in our Salt Lake City, Utah headquarters and manufactured with our partners in China.
5.How long will my power bank or power station hold a full charge if unused?
If unused, power banks and power stations are typically capable of holding a full charge for 12-14 months. However, we highly recommend using and charging the battery every 3-4 months for a healthy lifespan and storing your power bank or power station plugged into the wall or solar panel if possible.
6.What is the difference between Modified-sine wave inverter and Pure-sine wave inverter?
Modified-sign wave inverters are the most common inverters on the market. They work great with small electronic equipment, usually anything that includes an AC power cable with the box, like what your laptop comes with. Pure-sign wave inverter produces an output that is exactly the same as supplied by an AC wall plug in your house. Although integrating a pure-sine wave inverter takes more components, it produces power output that makes it compatible with almost all AC electric devices you use in your house.
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