Shipping& returns.
Written plainly, because batteries are not a normal parcel and pre-orders are not a normal purchase. Read this before you order.
Lead times
Pre-orders and build queue.
Sodium ion is built to order
The KILO HP line is manufactured in batches when cells arrive. Our next cell shipment lands October 10. Builds start on arrival and run oldest order first — no queue jumping, no matter the order size.
We will tell you the real date
If your build date moves, you hear it from us. Ask any time and you get the actual position of your order in the queue rather than a stock answer.
LTO is built to order too — about a week
The AE series is assembled to order and typically ships in about a week. The AE45 is a limited run of four units — when they are gone the listing closes.
THE DON (NMC) and AE LV (LiFePO4) are pre-order
Both lines land at the end of 2026. Pre-orders hold your place in the first run, oldest order first, and you can cancel from your account any time before your pack ships.
How it ships
Ground only, charged per pack at checkout.
| Sodium ion · KILO HP | LTO lithium · AE series | |
|---|---|---|
| Carrier | Ground only | UPS Ground only |
| Air freight | — | Not available |
| Signature | Not required | Required |
| State of charge | ~30% | ~30% |
| Local pickup | Available — Dunn, NC | Available — Dunn, NC |
Every pack leaves at roughly 30% state of charge for safe transport. Bench-charge to your vehicle voltage before installing. Full instructions on our Support page.
Changes and cancellations
Before it is built.
Cancel a pre-order
Any pre-order can be cancelled for a full refund at any point before your unit enters the build. Email us with your order number.
Change the address
Tell us before it ships and there is no charge. After a label is bought, a carrier intercept fee applies.
Change the model
Possible before your build starts. We will invoice or refund the difference.
Once it is built
A built-to-order pack has been assembled, balanced and capacity-tested for you. At that point cancellation is handled case by case — talk to us.
Returns
If something is wrong.
Damaged in transit
Photograph the carton and the pack before doing anything else, then contact us within 5 days of delivery. We handle the carrier claim, not you.
Wrong item
Our mistake, our cost. We send the right one and cover return freight both ways.
Faulty on arrival
Contact us with your order number, your charging voltage and what the meter reads. Most apparent faults are charging setup and we can usually resolve them the same day.
Changed your mind
14 days from delivery, unused and in its original packaging, with a restocking fee. Built-to-order battery packs are not returnable for change of mind — they are assembled, balanced and capacity-tested to your order.
Talk to us before you start a return
Most returns we see are not faulty packs. They are a charging voltage set wrong, a ground that was never going to hold, or the wrong chemistry for the car. Any of those we can usually sort out in one conversation — and you keep the pack you wanted rather than paying a restocking fee to send back something that was never the problem.
Returning a battery is not like returning a shirt
Lithium packs are Class 9 dangerous goods. Do not ship a battery back to us without contacting us first — it needs correct packaging, marking and paperwork, and an incorrectly shipped battery is a genuine safety hazard as well as a carrier violation. We will tell you exactly how to send it.
Never ship a damaged pack
If a pack has been dropped, crushed, punctured or is swelling or venting, do not put it in a box. Contact us and we will advise on safe handling and disposal.
Warranty
Coverage.
One year, materials and workmanship
Every pack carries a one-year limited warranty from the date of purchase, across sodium ion, LTO and NMC. Full terms, exclusions and the two checks we ask you to run first are on the warranty page.
What voids it
Charging outside the published window is the one that catches people. LTO must not be charged below 15.2V; premature failure from undercharging is not covered. Nor is exceeding the hard limit, physical damage, immersion, or modification of the pack or its balancing.
Making a claim
Contact us first with your order number, the pack model, your charging voltage and what you are measuring. We diagnose with you before anything ships — a lot of suspected failures are ground or connection problems. If a pack does need to come back, we send you the shipping instructions and the address. Please do not ship anything before that.