Our TRU Off Grid Policies for Free Shipping, Product Returns, Refunds and Special Orders
Free Shipping on ALL Products and Canada Wide!
We Offer Free Shipping Canada Wide on ALL Lithium Batteries and ECOFLOW Products. Please call Jack Abrams about Shipping at 905 299 7841 if you have questions. We ship with FedEx, UPS and Purolator and once picked up by the courier usually gets to you in 2-3 Days. We process orders through the weekend and will provide you with your tracking number on request.
120 Day Product Return Policy
We accept product returns for any reason up to 120 days from product delivery date to the customer. Product must be returned in perfect, new condition and will be inspected prior to customer refund.
For manufacturers defects under warranty there will be no cost to customer for the return or replacement. We will provide a return shipping label and the product will be replaced at no charge by the manufacturer.
For a product return for reasons other than manufacturer defects, the customer is responsible for the return cost and there will be a 5% restocking fee.
Special Order Products and Out of Stock or Inbound Delay Situations:
Out of Stock and Product Order Policy: The vast majority of the batteries, power stations and solar panels are regularly stocked at our shop in Milton, Ontario. If by chance we are out of stock, we can usually be fulfilled by our suppliers within 2-14 days. Should you purchase a product that is incoming on an order from one of our suppliers or that we need to order, our policy is that we have 14 days from date of purchase to supply the product you have purchased prior to a refund if a refund is requested. Should a customer cancel an order due to an out of stock situation, we will deduct 3% for Paypal or Square transaction fees for all order cancellations. There are some products that we showcase on our website that are considered special order. An example is the 12V 560AH Dakota Lithium Battery and large 48V batteries. If we order a product for a customer and the customer cancels the order, there will be a 5% restocking fee and any Paypal or Square Credit Card Transaction fees of 3% will also be deducted from the refund. Should you have any questions about out inventory on hand, please call Jack Abrams at 905 299 7841 or email [email protected]. Thank you:)
Dakota Lithium:
Dakota Lithium offers an Industry Leading 11 Year Warranty Program for a FULL 11 Years from Manufacturer Defects and not Pro-Rated. They truly stand behind their product and brand which is one of the major reasons we distribute their LiFePO4 deep cycle batteries.
For any issues with your Dakota Lithium Battery please contact [email protected] and copy [email protected] so we are in the loop.
All Warranty or Battery Performance issues are handled directly by Dakota Lithium US technical support department. They are extremely helpful and will assist you in trouble shooting your battery in the unlikely event of an issue. You will need your proof of purchase and serial number.
This warranty does not cover negligence or misuse or modifications of the battery or normal wear and tear. If it is deemed that the battery was used improperly, you will be subject to a $150 an hour repair charge plus parts and shipping.
Dakota Lithium 12V to 48V batteries are not intended or warrantied for serial wiring applications above 48V.
ECOFLOW offers a 5 Year Warranty: Please contact [email protected] and we will support you. ECOFLOW has always been amazing in supporting product performance issue. These issues are rare but they can happen.
How to claim your warranty?
Step 1
Claim your warranty on ecolfow.com : https://ecoflow.com/apps/product-registration
(Find Your Product’s Serial Number: https://ecoflow.com/apps/product-registration?serialNumber=true)
Step 2
Contact TRU Off Grid or Contact EcoFlow Customer Service Team at [email protected] or +1 (800)-368-8604 and describe the issue with your unit. EcoFlow will respond with an email asking specific questions about your unit and the serial number of your unit. They will also request a short video to show the issues.
Step 3
While the Customer Service Representative processes the claim, you will receive a Return Material Authorization (RMA) form.
If your item is eligible for EcoFlow Warranty Policy, you will received a prepaid shipping label*. Please follow the instructions on how to properly package and return the item safely. Please follow the instructions above before you ship out the products.
*Please note that EcoFlow will only provide prepaid return shipping labels for return packages in the U.S., Canada and Europe. For return in other countries and areas, please contact our Customer Service Team at [email protected] for more details.
**Instruction on how to properly package and return the item safely.
Step 4
EcoFlow will proceed with replacement 15 business days* after confirming that the defective item is received at our warehouse. The final resolution is subject to the availability of the replacement items.
All replacement items will follow the same warranty time frame of the original defective item or 3 months after being replaced, whichever is later.
*Please note that delivery is subject to changes caused by force majeure.
