FAQ

Ordering & Delivery

When will my order delivered?

Please note that we have a processing period of up to 3 days before dispatch. Once your order is handed over to our trusted courier service, you can expect delivery within an additional 2 to 3 days. We appreciate your patience and are committed to getting your order to you as swiftly as possible.

Why there is no tracking information?

Please be advised that not all couriers provide tracking service. The FelicityESS products are delivered by Owen groups freight service, they don't provide tracking. When tracking is available, tracking details will be shared after the initial handling process is completed and your order is transferred to the courier. This means there might be a waiting period of up to 3 days for the tracking information to be generated. We appreciate your patience and are dedicated to ensuring your order is processed as quickly as possible. 

I live in an apartment block and I ordered a home battery storage, will it be delivered to my apartment?

Please be advised that our home batteries are very heavy and classified as dangerous goods, requiring handling and transport by qualified freighters. As such, the shipping company follows a ground level delivery policy. For customers in multi-story buildings or blocks of flats, deliveries will be made to the ground floor entrance only, the courier is unable to carry items up stairs.

Installation Process

We work with a number of installers. Please fill in the installation quotation form first and one of our installers will get back to you with a quote. Should you be willing to go ahead after receiving the quote, our installer will schedule the work and give you a timeframe.

Warranty & Returns

Our selection of products are all covered by their respective manufacturers' warranties, vary from 2 to 10 years. Please refer to each product's warranty document for details.

Please refer to our returns policy for returns. 

Technical Support

At Sunvault UK, we maintain a close tie with the manufacturers and work closely with their technical support team to provide prompt technical support.