We are here to help you. Find it here or call us at 1-888-502-2236 or email firstname.lastname@example.org.
SHIPPING & RETURNS
I purchased two Jackery Items (E1000+Saga100W / E500+Saga 100W), Why did I only receive one package? Where is my other stuff?
Usually we will ship two items with two separate packages by Fedex due to the large size. And there will be two tracking numbers, but Amazon and the website systems allow only one tracking number to upload. So you can see only one tracking number in your order. Please kindly feel free to contact us to ask for the tracking number of other packages through the email address: Hello@Jackery.com
Response to COVID-19 & California wildfires
In spite of the impact on COVID-19 & California wildfires, the courier man of Fedex and UPS is struggling to make the package arrive to you as soon as possible but delivery times may be longer than usual. Jackery's operations also continue and will try our best to provide quality merchandise and exceptional service during this challenging time. And meanwhile we extend our sincere thanks to your support and understanding may shipping and email response delay.
Pre-purchase Notes - Order Cancellation Request
Is there a way to expedite my E500/E1000 order? I need this unit delivered by ETA!
Jackery does not provide expedited shipping service; We will ship out your order from the California L.A warehouse once you placed the E500 or E1000 orders ; usually it will take 7~12 days during the transit. However as you know that shipping may delay in the difficult period, thus the ETA can be not guaranteed;
We will try our best to process your shipment and we do need your understanding if any shipping delay happens.
Where are Jackery products shipping from?
We will ship out the Jackery products from the California .
Has my package shipped out?
Order from amazon: You can track your order and deliveries from Your Orders on Amazon.com or the Amazon Mobile Shopping app.
Order from Jackery.com: 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 folders or contact us by email at email@example.com. You can also view tracking numbers once your order has shipped by logging into your customer account.
Where is my stuff?
Order from amazon: You can Log in your account on Amazon.com or the Amazon Mobile Shopping app to find the tracking number, and track it on FedEx site.
Order from Jackery.com: You can review your email confirmation with your tracking number to find the tracking number, and track it on FedEx site. If you didn't receive this email, check your spam or junk email folders or contact us by email at firstname.lastname@example.org. You can also view tracking numbers once your order has shipped by logging into your customer account.
Can the Jackery products be shipped to P.O. BOX address?
The Jackery products are too large to deliver the po box, please kindly provides the physical address when you order them.
Can the Jackery products be shipped to Hawaii?
Sorry that Jackery doesn't provide shipping service to Hawaii, there are also some places which can’t deliver to: Puerto Rico, Alaska, Mexico, Europe and the places outside of the US.
How to process a return and refund?
Can I use the Jackery portable power station to charge my CPAP machine?
Most CPAP machines are between 30-60 Watts. Watts is a unit of power and a function of current (amps) and volts (Watts= amps x volts).
Jackery Explorer 500/1000/1500/2000 are enough to power a CPAP machine. the working hours = Capacities *0.85 / operating wattage of your CPAP.
For example, assuming power consumption of your device is 53W, the Explorer 500's working time is 518Wh*0.85/53W=8.3 Hrs (rough calculated).
Does my Jackery portable power station supports pass-through charging?
All Jackery portable power stations, except the Explorer 160, support pass-through charging.
How to store and charge the Jackery power station if I don’t use it for a long time?
Please kindly store the power station within 0-40℃. And please recharge it every 3-month to keep the battery power above 50% if you don't use it.
Can the Explorer 1000 power my eclectic kettle, electric blanket or coffee maker in the winter?
Normally, the kettle is more than 1000W, so the Explorer 1000 can’t handle it.
The Explorer 1000 can run the device which operating power less than 1000W. Please kindly check the detailed input data of electric blanket or coffee maker, there will be current (amps) and volts (Watts= amps x volts). The Explorer 1000 can run it If your electric blanket or coffee maker power is less than 1000 watts.
Can I use the third party solar panels to charge the Jackery power stations, such as E500?
The input power data of Jackery Explorer 500 is 12V~30V (100W Max) and the input port is 8mm. So connecting the solar panel must meet the 2 points as above;
But we can not recommend other brand products to recharge Jackery power station. For the safety, please buy the Jackery SolarSaga 100W for Jackery Explorer 500 to charge, because we can not guarantee their qualities or provide after-sale service for it.
Can I use the Jackery solar panel to charge the other brand power stations, such as SolarSaga 100W?
The output power of SolarSaga 100W is 18V, and the cable connector size is 8mm. If the power station can meet 2 points at the same time, and then you can use it.
Are the Jackery solar panels waterproof?
The Jackery SolarSaga 60W &100W solar panels are not waterproof, but the SolarSaga 200W is IP67 grade waterproof.
I have a specific question about a product, where do I find the information?
We have the specification and FAQ tabs on every product page, you can find most information of each product. If you still haven't found the answer, you can submit your question on the product page, or drop us an email at email@example.com, or call us directly at 1-888-502-2236.
How to know if the Explorer can charge my device and how long does it supports?
First, you need to check out your device's operating power (measured by watts), if it is no more than the output power of the Explorer's AC port, it can be supported by Explorer.
Then, you can calculate the charging time by the formula: Working time = Explorer's capacities * 0.85 / operating power of your device. For reference, assuming power consumption of your device is 60W (might be a box fan), and you want to use the Explorer 500 to run the box fan. The working time will be 508Wh*0.85/60w=7 hrs (rough calculated). Please note the actual power consumption varies from different usages, consult Jackery for better purchase decision.
Can I take the Explorer portable power station on a flight?
Unfortunately, you can't. Under FAA regulations you are not allowed to take any battery exceeding 100Wh on a plane.
Why some people call the Jackery portable power station a solar generator?
All Jackery portable power station can be recharged by a AC outlet and optional solar panels, some models can be charged vai DC port. So Jackery portable power station can store the energy collected from the sun, that's why we also call it a solar generator.
Which types of battery do Jackery uses?
All Jackery battery-powered products are made by premium lithium-ion battery cells. We only choose the reliable battery suppliers, like LG and BAK Battery.
What is the difference between Modified Sine Wave inverter and Pure Sine Wave inverter?
Modified Sine Wave inverters are very affordable. Using a more basic form of technology than pure sine wave inverters, they produce power which is perfectly adequate for powering simple electronics, like your laptop. Modified inverters are best suited for resistive loads which don't have a start up surge.
Pure sine wave inverters use more sophisticated technology to protect even the most sensitive electronics. Pure sine wave inverters produce power which equals – or is better than – the power in your home. Appliances which may not function properly, or which may be permanently damaged, without pure, smooth power will be safe with pure sine inverters.
Are all Jackery portable power stations come with Pure-sine wave inverter?
No, at the moment except the Explorer 160 features Modified Sine Wave, all other Jackery portable power stations use Pure Sine Wave inverters.
Does the charging cable included in the package of the Jackery power stations?
The package includes the AC charger cable and car charger cable. Please check more information on each product page.
Is there an extension cable available, or can you recommend a cable?
Sorry, we don't have a longer extension cable.
Where is the SolarSaga parallel cable/ Y-cable?
The SolarSaga parallel cable to connect 2*SolarSaga 100W is included in the package of the Explorer 1000.
What's the size of the two small DC output port on the Explorer 500?
The two DC output port size is 6.5*1.4mm. If your device port can match it, then you can use.
They are for DIY use. Or you can use the car cigarette lighter port besides them, their function is same.
Where does the brand name "Jackery" comes from, or originate from?
The brand name "Jackery" comes from the combination of word "Jacket" and "Battery". Originally, Jackery was a brand making Apple jacket batteries.
How can I be notified if you ever offer any discounts or sale?
You can sign up to our newsletter in the footer of the website.
• Tips for Solar Panel
1. Do not flex or bend the folding solar panels
2. Do not place folding solar panels in shading places, while tree shades, buildings, and any other obstructions should be minimized
3. Do not soak the solar panels in water or other liquid
4. Do not clean the solar panel with water, please gently wipe it with a damp cloth
5. Do not use or store solar panels near open flames or flammable materials
6. Do not scratch the surface of solar panels with sharp objects
7. Prevent corrosive substances to damage solar panels
8. Do not step on or place heavy objects on the solar panels
9. Do not disassemble the solar panels
10. The output circuit of the solar panels must be correctly connected to the equipment. Please do not short-circuit the positive and negative poles. Ensure that there is no gap between the connector and the insulated connector. If there is a gap, sparks or electrical shocks will occur.
11. Check the connection status of each component, including cables, wires and plugs.
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