FAQs

Have questions? Try find it as below or contact us by email

FAQ

SHIPPING & RETURNS

Response to COVID-19 & California wildfires

In spite of the impact on COVID-19 & California wildfires, the courier man of Fedex and UPS is struggling to make the package arrive to you as soon as possible but delivery times may be longer than usual. Jackery's operations also continue and will try our best to provide quality merchandise and exceptional service during this challenging time. And meanwhile we extend our sincere thanks to your support and understanding may shipping and email response delay.

How do I check the status of my order?

You will receive an email confirmation with your tracking number once your order has shipped from our warehouse. If you didn't receive this email, check your spam or junk email folder or contact us by email at support@iforway.com You can also view tracking numbers once your order has shipped by logging into your customer account.

Why is my tracking number not working?

Occasionally, the tracking number will not work as the system processes and updates your information. We provide a tracking number as soon as a label is created, but it does not entirely mean the system has updated with details and may result in an error message. If this is the case, please attempt to Google Search the tracking number for best results. If you are still experiencing issues, we recommend waiting a day or two before checking again. If this continues to persist, we recommend reaching out to customer service for additional support.

How do I place an order if I am outside of the United States?

Currently we do not sell our products directly to customers outside of the USA. We do have many international distributors and retail locations. To find a location near you visit our Store Locator or for further assistance please contact, support@iforway.com

Do you ship to AFO/PO Boxes?

Yes, we use USPS to deliver to any AFO/P.O. Box. Be aware that these orders are limited based on products weight, size, and hazmat. Delivery dates are an estimate and not guaranteed with USPS. Contact our Solutions Center at +86-755-86006583 for additional information.

When will my order arrive?


You have the option of shipping using United Parcel Service (UPS), Fedex or United States Postal Service (USPS). Shipping is guaranteed and tracking information is provided. Delivery data is an estimate and not guaranteed with USPS.
2-Day and 3-Day Shipping: If shipping by air, place your order by 1:00pm MST Monday - Friday
Ground Shipping: All ground orders placed by 1:00pm MST Monday - Friday will ship from our warehouse within 36 hours.

I never got my package delivered even though UPS showed it was but I didn’t get a refund or my product. What can i do?

Please contact us directly via phone at +86-755-86006583 or email support@iforway.com and we will have this resolved as soon as possible.

Is shipping covered for returns or exchanges?

Unfortunately iForway does not cover shipping costs at this time. Pre-paid shipping labels are not provided for returns or exchanges.

Can I cancel my order after I place it?

Unfortunately, this is a bit tricky. We pride ourselves on fast turnaround and processing times, meaning the window to cancel is incredibly small. For this reason, once an order is placed you cannot cancel unless it’s within minutes of placement (literally minutes) because right when you place the order we’re most likely loading the truck shortly after. If you made an order and would like to cancel it, the best way to go about this is to follow our process for returning your product once it is received.

PRODUCT QUESTIONS

Can the product be taken on the plane?

No, because this product is a lithium battery product, according to international air transportation standards and regulations, lithium battery products cannot exceed 100Wh.

Do the AC ports support pure sine wave or modified sine?

iForway's AC ports support pure sine wave. As a result, when you plug your electronics in iforway portable power stations, they are well-protected with less generated electrical noise and longer-lasting motors.

Can i use third-party soalr panels or accessories?

iForway's warranty does not cover any damage cause by third-party solar panels or accessories

How should I store and maintain iForway portable power stations?

Please use and store the portable power stations according to the following environment temperatures:
Normal use and storage: -4 to 113°F (-20 to 45°C)
Optimal use and storage: -4 to 77°F (20 to 25°C)

Cold weather use
Cold temperatures (below freezing) can affect the unit's battery capacity due to chemical characteristics of the battery. Keep the power station within the environment temperature range, -4 to 113°F (20 to 45°C) to prolong battery life.

Discharge iForway power station to 30%, then charge to 85% every 3 month. This can help prolong the battery life and ensure your gears is ready to recharge the gears at all times. Without any external sources for power supply during storage, iForway power stations has a shelf life of over a year. 

What is the noise level of iForway

In the Noise Test Chamber
Test condition:
1. Noise Tester: TES-1357
2. Ambient noise: 33.8dB
3. Test outcome: the average outcome from the front, back, right, and left
Test results:
Condition 1: AC outlet: <500W; the fan: 10% full speed, <40DB, 2-meter distance; Condition 2: AC outlet: 500W-1200W; the fan: 30% full speed, <45DB, 2-meter distance;
Condition 3: AC outlet: >1200W; the fan: 100% full speed, <50DB, 2-meter distance 

What is the charging time when T-Rex Mini 1000 is recharged by an AC cable?

iForway T-Rex Mini 1000 can be fully recharged to 0%~100% in 2 hour.

What is T-Rex Mini lifespan?

After 2000 Cycles of use, T-Rex Mini's capacity will drop to 80%. However, the lifespan of a battery depending on how it is used, maintained, etc.

OTHER QUESTIONS

What's the structure of your engineer team?How many patent do you have?

"We have 13 person engineer team including 4 hardware engineer,4 firmware engineer,1 Structural engineer, 2 ID designer and 2 Tester.

What is your future product plans?

We will focu on our main business and continue to innovate based on the digital intelligent manufacturing platform to become a global manufacturer for portable power products that spans consumer, home and industrial applications

Get in touch

Have questions about your order, or a general enquiry?