How can we help?

Orders

Can I change my shipping address after ordering? For a paid order that is still processing and has not started fulfillment, open Account → Orders to review available address-change options. Once fulfillment starts, contact support; a change is not guaranteed.

How do I track my order? Once shipped, you'll receive an email with a tracking number. You can also view tracking in Account → Orders → Order Detail.

How do I cancel an order? Open Account → Orders, select the order, and review the available cancellation action. Eligibility depends on the order and fulfillment status. A cancellation request is reviewed and is not itself a completed cancellation or refund. Contact support if the action is unavailable.

Does adding to cart or starting checkout place an order? No. Adding products to your cart or visiting checkout does not create a paid order or schedule shipment. Payment preparation may create an unpaid checkout attempt for recovery and verification; it is not a completed purchase. If a payment is processing, check the result before trying again. Paid orders appear in Account → Orders after payment is verified.

My order or confirmation is missing. What should I do? Sign in to the account used for checkout and check Account → Orders and your email, including spam. If a charge appears but you cannot find a paid order, contact support with the email used for checkout and any order reference. Do not send card numbers, security codes, or payment secrets, and do not pay again until the first attempt's status is clear.

Shipping

How long does shipping take? Inventory is expected in October. Orders placed now are estimated to ship in 2–3 weeks. Final delivery timing can vary by destination and carrier.

How much is shipping, and when is it free? Shipping is free when your merchandise subtotal is $500 or more, measured before merchandise discounts. Below $500, per-unit rates add together: 420W panel $25; either microinverter $15; Solo 420W kit $40; Dual 840W kit $65; standalone 20ft MC4 cable $10. Review your actual shipping charge in the cart and checkout.

Do you ship internationally? Current shipping destinations are shown during checkout. Contact Rowkin support before ordering if your destination is not available.

Tracking has not updated or my delivery is delayed. What should I do? Check the latest carrier tracking and any estimated delivery date in your order details. A label or tracking number does not always mean the carrier has scanned the parcel yet. If the carrier reports a problem, the expected delivery is missed, or your order is marked delivered but cannot be located, contact Rowkin support with the order reference.

Returns & Refunds

What is your return policy? 30-day returns for unused items in original packaging. Defective items can be returned within 90 days.

How do I start a return? Go to Account → Orders, open the order, and choose Request Return if available. Rowkin reviews the request and provides the applicable return instructions. Wait for authorization before sending an item back; contact support if you need help.

How long do refunds take? Refunds are processed within 5–7 business days after we receive the returned item, to the original payment method.

Can I exchange for a different product? Select Exchange when requesting a return. Rowkin reviews eligibility and replacement availability, then coordinates the next steps. An exchange request does not reserve a replacement or complete a refund.

Products & Installation

Do I need an electrician to install? Rowkin kits are designed for straightforward customer setup when the site has a compatible outlet and all product, utility, property, electrical, and local requirements are satisfied. Use a qualified professional when an outlet, circuit, placement, or local condition needs assessment or electrical work.

What if my outlet doesn't work with the system? Check the exact product instructions and the outlet, circuit, utility, property, and local requirements for your setup. A standard 120V outlet alone does not establish compatibility. Rowkin support can help you identify what to verify; use a qualified professional for electrical work.

Can I use multiple kits together? Do not assume that multiple kits can share a circuit or that one power limit applies everywhere. Check the product instructions, circuit capacity, utility rules, state law, local codes, and property requirements for the intended setup.

Payments & Coupons

What payment methods do you accept? Available payment methods are shown at checkout through Stripe and may include major credit/debit cards and supported wallets. Availability depends on your device and order. We do not currently accept PayPal or cryptocurrency.

How do I apply a coupon code? Enter your coupon code in the cart page before checkout. The discount will be reflected in your order summary.

How do I use the new-customer first-order offer? Create an eligible account and complete setup, including email and phone verification. The cart and checkout show the current automatic offer and whether you qualify. It is for a first paid order and depends on the campaign's dates, limits, and account eligibility. The discount applies to merchandise, not shipping.

Can I combine a coupon with the first-order offer? The current checkout applies the better eligible discount, not both discounts together. Free shipping at a $500 merchandise subtotal is a separate policy and is evaluated before merchandise discounts. Check the final discount and shipping lines before paying.

What should I do if payment fails or stays processing? Read the checkout message and check whether the order shows a confirmed payment before retrying. A processing payment can still be awaiting confirmation. If you are unsure, contact support with your order or checkout reference; do not send card details or repeatedly submit payment.

Is there a financing option? Any payment options currently available for an order will be shown during checkout. Do not rely on an estimated monthly amount unless a financing provider presents and approves a specific offer.

Are prices inclusive of tax? Listed prices exclude tax. The cart and Information step use Rowkin's current 8% tax estimate on discounted merchandise; the Payment step shows the server-confirmed amount before you pay. Shipping is separate from the merchandise discount and tax base under the current calculation. Review the full total before confirming payment.

Warranty

What warranty do the products have? Microinverters: 12-year warranty. Solar panels: 5-year product warranty and separately advertised 25-year performance coverage. Cables and accessories: 5-year warranty. Kit components have their own coverage periods. Review the applicable written warranty for conditions and remedies; ask support for a copy before purchase.

How do I start a warranty claim? Contact Rowkin support with your order reference, product model, serial number if available, and a description of the fault. Use the support workflow for relevant photos or error messages. Do not include payment details or ship equipment before receiving instructions.

Accounts & Support

Do I need an account to buy? You can browse products and add items to a local cart without signing in. Sign in or create an account before completing checkout. Use the same account afterward to view paid orders, tracking, returns, and support requests.

How do I finish account setup? Open Account Settings to review your email and phone verification. Follow the verification link or code sent to you, and use the available resend option if needed. Never share a password, one-time code, or recovery link with anyone, including in a support message.

How do I contact support and follow up? Use Contact Us to create a tracked support case, including if you are not signed in. Signed-in users can also submit a ticket through Support. Keep the issued case reference and use your account or the secure follow-up link supplied for that case. Include your order reference and a clear description; never include payment details, passwords, or verification codes.

Can Rowkin help me find an electrician or another Pro? Visit Energy Services to describe the work, review relevant available Pros, and communicate in a request-linked conversation. You choose which Pros to connect with and confirm next steps. Equipment support and product warranties are separate from any work or terms you agree with an independent Pro.