FAQs about Jackery

FAQs

We are here to help you. Find it here or call us at 1-888-502-2236 or email hello@jackery.com.

FAQ

We are here to help you. Find it here or call us at 1-888-502-2236 or email hello@jackery.com.

I purchased two Jackery Items (E1000+Saga100W / E500+Saga 100W), Why did I only receive one package? Where is my other stuff?

1. 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 be uploaded.
2. So, you can see only one tracking number in your order. But we'll send a message to you to let you know all the tracking numbers of the packages.
3. Please feel free to contact us to through this email address: hello@Jackery.com or via Amazon.

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

Please kindly contact us through Amazon or hello@Jackery.com within one day after placing order if you want to cancel order. Otherwise, this order can’t be canceled if it is shipped out.

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 hello@jackery.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 into your account on Amazon.com or the Amazon Mobile Shopping app to find the tracking number, and track it on the FedEx site, or contact us via Amazon.

Order from Jackery.com: You can review your email confirmation with your tracking number, and track it on the FedEx site. If you didn't receive this email, check your spam or junk email folders or contact us by email at hello@jackery.com. You can also view the 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 P.O.box, please kindly provide a detailed address when you make an order.

Can the Jackery products be shipped to Hawaii?

1. Our delivery methods only allow us to reach Contiguous USA.
2. Sorry that Jackery doesn't provide shipping service to Puerto Rico and Hawaii.

How to process a return and refund?

1. Please feel free to contact us via hello@Jackery.com or Amazon. We will provide the after-sale service for you within 24 hours.
2. As part of our RMA process, we will need some info to process your return and replacement:
Amazon order number:
Shipping address:
S/N code(on the bottom of the battery):
Thank you in advance.

Delivered but not Received, where can I find my stuff?

1. If the tracking details show your package was delivered and you can't locate it, please wait two full days (excluding Sundays and holidays) for the package to arrive. We recommend checking around your home and asking your neighbors if they may have received it for you.
2. If after that time you still haven't received it, reach out to us via Hello@Jackery.com or Amazon after 8 p.m. local time, on the second day and we'll be happy to help.

Why is my package still pending?

Sorry about this, if your package has been pending for 5 days, it maybe that the package has been lost, or the logistics delay, please do not hesitate to contact us via Amazon or hello@Jackery.com; we'll help you solve the issue.

Where could I get the return labels if I want to return the units?

If you want to return the units, please contact us via Amazon or hello@Jackery.com.
We'll provide the pre-paid return label (covering shipping fee) for you.

How do I cancel or edit an order?

You can cancel your order while it's still in Processing status. Once the status changes to Shipped, the order cannot be canceled.
Please contact us through Amazon or hello@Jackery.com, within one day after placing an order.
Use these steps to see if the item or order is still in a Processing status and request a cancellation.

1. In the upper-right corner of any Amazon.com page or Jackery.com,
2. Click the Account icon, select Track Order.
3. Enter the email address used to place the order and the order number shown on your order confirmation email.
4. Click Cancel next to the item you wish to attempt to cancel.
5. If you do not see a Cancel button, it could be because your order is too far along to cancel. You can select Cancel if it's available or you can reach out to the seller using the Contact Seller button.

Is there a way to Expedited Shipping, I need this unit delivered by ETA?

1. Temporary, Jackery does not provide expedited shipping service.
2. Jackery will try our best to ship your order as soon as possible.
3. Feel free please to contact us via Amazon or hello@Jackery.com.

PRODUCT QUESTIONS

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?

Yes, except for the E160, all other products support pass-through charging.
But we don't suggest to use it this way very freqeuntly, it will cause some damage to battery life.

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 solar panel 60W and 100W are IP65 water-resistant that will protect from water splashing (Do not place it under the rain, or to soak in water). The zippers on the pocket can hold the power cords, and cover the power port.

Even with IPX67 waterproof Solar panel 200W, the solar panels is not recommended to use in rain, as water will be do damage to the connection ports.

To Maximize the lifespan of the unit,please make sure you retreive the panels when it is rainning.

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 about 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 hello@jackery.com, or call us directly at 1-888-502-2236 or send a message via Amazon.

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 plane?

Unfortunately, you cannot. Under FAA regulations you are not allowed to take any battery exceeding 100Wh onto 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 the Jackery contain?

All of Jackery's power stations are made of premium ternary lithium battery(18650).
We only choose 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.

Can I use the Jackery portabel power station to charge my devices? Such as the Explorer 500.

The Jackery power stations E500 can run the devices at 110V and requires less than 500W.

First, you need to check out your device's operating power (measured by watts), if it is less than the output power of the Explorer's AC port, it can be supported by the Explorer.

Then, you can calculate the charging time with this formula:

Working time = Explorer's Watt-Hous * 0.85 / operating power of your device.

For your reference, assuming the power consumption of your device is 60W (might be a box fan), and you want to use for the Explorer 500 to run your device.

The working time will be 500wh*0.85/60w=7 hrs (roughly calculated) .

Please note the actual power consumption varies from different usages.

If you anymore questions, please reach out to us via Hello@Jackery.com or Amazon. We will get back to you within 24 hours on business days and we'll be more than happy to help.

Can I use a third party solar panel to charge the Jackery power station?

The Jackery power station can be chared with a third party brand solar panel, it must match the below conditions, for example, changing the E1000;

1. The voltage must be between 12-30v

2. The plug connection size: Outer diameter 7.9mm, inner diameter 5.5mm, inner needle diameter 0.9mm (empty)

3. But we can not recommend other brand products to recharge Jackery power station. For safety, please purchase the Jackery SolarSaga 100W for the Jackery Explorer 1000, because we can not guarantee their qualities or provide after-sale service for it.

If you anymore questions, please reach out to us via hello@jackery.com or Amazon. We will get back to you within 24 hours on business days and we'll be more than happy to help.

Can I use the Jackery solar panel to charge a third party power station,such as the solar panel 100W?

If the power station can meet these 3 critirias, and then you can use it:

1. If the third party power station supports solar charging

2. The output power of the SolarSaga 100W is 18V

3. If the cable connector size is 8mm.

If you anymore questions, please reach out to us via hello@jackery.com or Amazon. We will get back to you within 24 hours on business days and we'll be more than happy to help.

Is it possible to use two different wattage solar panels to charge the power station? (Such as 60w and 100w solar panel charging the E1000)

1. It cannot, you would need to use the same parameters of solar panels to charge the power station.
2. The 60W solar panel voltage is 22V, and the 100W solar panel voltage is 18V. Two mixed, the high voltage will flow back to a low voltage, which will damage the circuit and cause damage to the power station.
If you have any more questions, please reach out to us via Hello@Jackery.com or Amazon. We will get back to you within 24 hours on business days and we'll be more than happy to help.

How to store and charge the Jackery power station if I don't use it for a long time?

1. We recommend that you keep the battery power above 20% when using or storing the power station on a regular basis.

2. A fully charged battery can last for several months, pls recharge it every 3-month to keep the battery power above 50% if you don't use it.

3. If you have any more questions, please reach out to us via Hello@Jackery.com or Amazon. We will get back to you within 24 hours on business days and we'll be more than happy to help.

How to maintain the Jackery?

We recommend that you keep the battery power above 20% when using or storing the power station daily.

A fully charged battery can last for several months, pls recharge it every 3-month to keep the battery power above 50% if you don't use it.

Please make sure you Charge and Store the E1000 within an ambient temperature of 0-40℃ (32-104°F), and discontinue the charge temperature is -10-40℃.

What's the life expectancy of the Jackery portable power station?

All of Jackery's portable power stations contain lithium batteries. Lithium ions are normally rated for 500 full charge cycles and/or 2 - 3 years.

At that point, you will have about 80% of your original battery capacity, and it will gradually reduce from there.

In order to maximize lifespan, it is recommended to use and recharge the unit, at least every 3 months.

How to Turn off Auto Shut Off Function?

On Regular Power Mode including E1500 A version, the product will turn off automatically, if unused for 12 hours drawing under 25W power.

We have updated E1500A into E1500B which can be identified by the model specification on the bottom of the product.

To prevent it from automatically shutting off due to no-load/low-load, press the AC SWITCH and DISPLAY button simultaneously for 10 seconds.

How to recharge Jackery?

There are 3 methods to recharge the Jackery power station:

1. Charged by Solar panels, that support 12V-30V and have the right connection plug (7.9mm*5.5mm*0.9mm) into Jackery E1000 or lower models.
Charged by Solar panels, that support 12V-51V and have the right connection plug (8.0mm*5.5mm*2.0mm) into Jackery E1500 or higher models.

2. Charged by Wall outlet, through the AC charger that comes with the product.

3. Charged by Car outlet, through the car charging cable that comes with the Jackery.

Regarding the fake website feedback

It is recommended to purchase our product directly on our official website www.jackery.com and our Amazon Jackery Store.

Besides, Jackery's product will never be sold at such a low price and please try to file a claim with your payment provider to get back your money, if possible.

We have had reports of some websites selling fake products, and with the help of our excellent customers, we have endeavored to shut down most of them.

We will forward this information to our legal department for review and take further action.

Regarding the Jackery website coupon

Form: When there is a promotion on the official website, the corresponding code information will be displayed on the product page with the activity.
Rules: Click the copy icon on the right side of the coupon to copy the code, paste the code into the discount code box at checkout to enjoy the discount.

1. Customers are required to manually copy the code and enter the code at checkout to enjoy the discount.

2. It cannot be used in combination with other codes (including discounts for new subscribers, special group discounts, and celebrity discounts)

3. The coupon can only be used on the official website (if there are some large-scale events synchronized with Amazon, it will be specifically stated on the page).

If you have any more questions, please reach out to us via Hello@Jackery.com or Amazon. We will get back to you within 24 hours on business days and we'll be more than happy to help.

When will the power station's electric fan turn on?

For the E160/240/300: Controlled by inverter and kick-off, the fan will start when the temperature reaches 45°C or the output power reaches 150W.

For the E500: the fan will start when the temperature reaches 55°C or the output power reaches 125W.

For the E1000: the fan will start when the temperature reaches 55°C or the output power reaches 250W.

For the E1500: the fan will start when the inverter output power reaches 150W or the battery cell/inverter temperature reaches 40°C.

If you have any more questions, please reach out to us via Hello@Jackery.com or Amazon. We will get back to you within 24 hours on business days and we'll be more than happy to help.

What's the Serial Number?

SN code is the abbreviation of Serial Number, sometimes also called SerialNo, which is the product serial number. The product serial number is a concept introduced to verify the "legitimate identity of the product". Protect the legitimate rights and interests of users and enjoy legal services; genuine products only have a set of product serial numbers.

Where Could I find the Serial Number?

Regarding the location of the Serial Number(S/N) for the Jackery Power station, you can locate it either on the bottom of the power station or the upper right corner on the back of the station.

Regarding the location of the Serial Number(S/N) for the Jackery solar panel, you can locate it either below the handle bar code or at the opposite side of the USB port.

If you any more questions, please reach out to us via hello@jackery.com or Amazon. We will get back to you within 24 hours on business days and we'll be more than happy to help.

ACCESSORIES QUESTIONS

Does the charging cable included in the package of the Jackery power stations?

1. Sorry, we don't have a longer extension cable. If there is an extension cable available in the future, we will sell it on www.jackery.com and update it on our social media.

2. The wire number standard cannot be lower than 16AWG. It is recommended to control the length of the cable within 5 meters.

Is there an extension cable available, or can you recommend a cable?

Sorry, we don't have a longer extension cable.

Where is the cable/charger? Like the SolarSaga parallel cable/Y-cable

The SolarSaga parallel cable connects to the 2*SolarSaga 100W which is included in the package of the SG1000.

If you have any more questions, please reach out to us via hello@Jackery.com or Amazon. We will get back to you within 24 hours on business days and we'll be more than happy to help.

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.

If missing, lost, or want to buy some accessories, how do I get them?

Please reach out to us via hello@Jackery.com or via Amazon, we will be happy to help.

Missing the 8MM converter, where can I get one?

The Solarsaga 100W cannot be plugged into E1500 directly as you can see it has a smaller center pin of the connection than E1500.

There is an adapter that can transfer from 7.9mm 0.9mm 1.2mm to 8.0mm,5.5mm, 2.0mm, which could resolve this.

Please reach out to us via hello@Jackery.com or Amazon. We will get back to you within 24 hours on business days and we'll be more than happy to help.

What is the length of the cable of the solar panel?

The solar charging cable of the Jackery solar panel is 3 meters long.

What is the length of the 12v car charging cable for the Jackery power station?

The length of the Jackery power station 12V car charging cable is 2 meters long.

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.

Product Video

SolarSaga 100W

 Explorer 1000

 Explorer 500

 Explorer 300

 Explorer 240

Product Maintenance

• 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.

Need Products' Guide?

• You can read online or download here.

Register Your Product

• You can register your product here.

Still Have Any Questions?

Phone:  +1-888-502-2236

• Email: hello@jackery.com

• Messenger: https://m.me/jackery.inc