We understand that mistakes can happen, and we’re here to help if there’s an issue with your order! Here’s what to do if you provided the wrong shipping address or received an incorrect item.
1. Mistake with the shipping address
Before the order is shipped
If you notice an issue with your address before your order ships, contact us right away at hello@solarpowerstore.ca or 1-888-421-5354 (Option 2). We’ll update the address before the package goes out.
After the order has shipped
If your order has already shipped, we can still assist:
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Track the package: Check the tracking information for updates. If the carrier can’t deliver it, the package may be returned to us.
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Contact us: Let us know the situation so we can assist with next steps.
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Extra shipping fees: Please note that re-routing or returning a package after it has shipped may result in additional fees, which will be the customer’s responsibility.
2. Received the wrong item
If you received an item that’s not what you ordered, we’ll work quickly to fix it.
Check your order confirmation
Verify the items listed in your confirmation email and compare with the packing slip included in your shipment.
Contact us immediately
Email hello@solarpowerstore.ca with the following:
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Your order number
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Description of the item you received
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Description of the item you ordered
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Photos of the incorrect item (if possible)
3. How we’ll resolve the issue
Return or exchange process
Once we confirm the error, we’ll guide you through the return or exchange process. If the mistake is on our end, we’ll cover the return shipping costs.
Refund or replacement
You can choose between a refund or receiving the correct item. We’ll make sure your replacement is shipped promptly once available.
4. Tips to avoid shipping mistakes
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Double-check your order: Review all details, especially your shipping address and item selections, before checking out.
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Notify us early: If you spot an issue right after placing your order, contact us as soon as possible so we can correct it before it ships.
💡 Still have questions? Call us at 1-888-421-5354 or email hello@solarpowerstore.ca. To submit a support request, please use the form located below this article. If you'd like to speak with our team directly, you can also book a meeting here.