Frequently Asked Questions
Answers on what to send in your first inquiry, which documents ship with product, realistic sample and production lead times, and how MOQ and Incoterms are set—before you sign a PO.
1What should I include in my first inquiry so you can quote quickly?
Destination country and discharge port, target certifications, inverter brand and model if known, application (residential, C&I, weak-grid, or OEM), and either annual volume or project size. For batteries, a load list or 15-minute demand profile is more useful than a catalog photo. We reply with a configuration direction and document list; binding commercial terms sit on the formal quotation or contract.
2Which compliance documents ship with product, and when do I see lab references?
The exact pack depends on SKU, destination, and NDA stage—see our Trust page for a professional checklist. Summaries and artwork we show publicly are indicative only; marks on labels and shipping documents follow the PO you execute. Importer registrations, utility studies, and country-specific filings are typically outside the factory base pack unless quoted.
3What lead times should I plan for samples versus production?
Sample builds often fall in a 2–6 week window after agreed drawing freeze, while production lots commonly need roughly 4–10 weeks from deposit and material lock—both move with complexity and cell allocation. Your quotation states the band we can commit to; this FAQ is only for rough internal planning.
4How do MOQ, payment, and Incoterms work?
MOQ is quoted per SKU and design complexity; shallow customization stays modest, deep ODM tooling raises the entry quantity. Standard practice is advance payment plus balance before shipment unless a long-term frame agreement says otherwise, and Incoterms are named explicitly on the PI (EXW, FOB, CIF, etc.). Nothing here replaces the text in your signed order.
5Who owns inverter protocol setup, AC wiring, and grid permissions?
We supply equipment, factory manuals, and reasonable remote guidance on BMS and inverter settings for supported combinations. Licensed electrical work, utility applications, relay coordination, and AHJ permits are your site team's responsibility unless a separate engineering contract names us. Compatibility letters reference tested firmware stacks—field mixing of unapproved versions voids assumptions in our paperwork.
6How does warranty work, and what is usually excluded?
Warranty terms, start date, and RMA channels are defined in the contract for your entity—not generalized on a help page. Typical exclusions include damage from improper installation, unauthorized service, firmware changes outside approval, and operation outside the environmental envelope in the datasheet. For disputed performance, we align on a measurement protocol rather than debating brochure headlines.
Still have questions?
If you need project-specific sizing, certification artwork, or a pre-shipment document checklist, contact us with your destination country and SKU interest.
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