FAQ

We are here to help you. Find it here or email hello.aus@jackery.com

  • SHIPPING & RETURNS
  • GENERAL QUESTIONS
  • ACCESSORY QUESTIONS
  • OTHER QUESTIONS

How can I track my delivery / Where's my package now?

1. A shipping confirmation email will be sent to you when shipping starts. The email contains the shipping carrier and the tracking numbers. You can also view the tracking numbers by logging into your customer account on our website.

2. You can track your delivery status on the shipping carrier website with your tracking numbers.

3. Orders usually are processed within 1-2 business days after checkout. If you haven't received the shipping confirmation email after 3 business days (excluding weekends or holidays), please check your spam or junk email folders or contact us by email at hello.aus@jackery.com. 

I purchased two Jackery items (e.g. a portable power station and a solar panel). Why did I only receive one package? Where is my other stuff?

1. Usually, we will ship two items with two separate packages due to the large size. 

2. You can see the tracking number for your packages via the shipping email we sent.

3. Go to the shipping carrier website, enter your tracking number, and check the status of your package accordingly.

4. Please feel free to contact us via email hello.aus@jackery.com if you have any questions.

It shows "Delivered" but was not received. Where can I find my stuff?

1. If the tracking details shown on shipping carrier website was delivered but you can't locate it, it may need up to two days (excluding weekends and holidays) for the package to arrive. We recommend checking around your home and asking your neighbors if they may have received it for you.

2. If you still haven't received it, please reach out to us via hello.aus@jackery.com, and we'll be happy to help.

Why is my package still pending?

Sorry about this. If your package has been pending for 5 days, it may be that the package has been lost or delayed. Please do not hesitate to contact us via hello.aus@jackery.com; we'll help you solve the issue.

Where could I get the return labels if I want to return the units?

If want to return the units, please contact us via hello.aus@Jackery.com.

We'll provide the pre-paid return label (covering the shipping fee) for you.

How to process a return and refund?

1. Please feel free to contact us via hello.aus@jackery.com. Usually, we will provide the after-sale service for you within 1 business day.
2. As part of our RMA process, we will need some info to process your return and replacement:
-Order number:
-Shipping address:
-S/N code(on the bottom of the battery):
Thank you in advance.

How do I cancel an order?

Please contact us through hello.aus@jackery.com if you would like to cancel the order. Please note if your order has been shipped, the refund will be processed after the related product is sent back in our warehouse.

Can I use the Jackery portable power station to charge my devices?

It depends on the Jackery products and the devices. 


Take the Jackery Explorer 500 for example, it can run the devices at 240V and requires less than 500W.


First, you need to check out the operating power (measured by watts) of the device. If it is less than the output power of the Explorer's AC port, it can be supported by the Explorer.


Then, you can calculate the charging time with this formula:
Working time = Explorer's Watt-Hous * 0.85 / operating power of your device.


For your reference, assuming the power consumption of your device is 60W (might be a box fan), and you want to use the Explorer 500 to run your device.
The working time will be 500wh*0.85/60w=7 hrs (roughly calculated).
Please note the actual power consumption varies from different usages.
If you have any more questions, please reach out to us via hello.aus@jackery.com. We will get back to you within 24 hours on business days and we'll be more than happy to help.

Can I use a third-party solar panel to charge the Jackery power station?

The Jackery power station can be charged using a third-party solar panel. 


However, the specs must match ours and a correct plug connector is required. We don't recommend nor guarantee the compatibility of third-party brands to charge our Jackery power stations


Please note that we cannot provide after-sale service for misusage of Jackery products in conjunction with third-party solar panels.


If you have any questions, please reach out to us via hello.aus@jackery.com. We will get back to you within 24 hours on business days and we'll be more than happy to help.

Can I use the Jackery solar panel to charge a third-party power station, such as the solar panel 100W?

Yes if the third-party power station can meet these following 3 criteria at the same time:

1. The third-party power station supports solar charging.

2. The output power of the SolarSaga 100W is 18V.

3. The cable connector size is 8mm.

Do Jackery portable power stations support pass-through charging?

Yes, all products support pass-through charging. However, we don't suggest using it this way very frequently, as it might cause some damage to battery life.

How to store and charge the Jackery power station if I don't use it for a long time?

1. We recommend that you keep the battery power above 20% when using or storing the power station on a regular basis.

2. A fully charged battery can last for several months, pls recharge it every 3-month to keep the battery power above 50% if you don't use it.


If you have any more questions, please reach out to us via hello.aus@jackery.com. We will get back to you within 24 hours on business days and we'll be more than happy to help.

How to maintain the Jackery?

We recommend that you keep the battery power above 20% when using or storing the power station daily.

A fully charged battery can last for several months, pls recharge it every 3-month to keep the battery power above 50% if you don't use it.

Charge and store the power station within its supported temperature. Take the Explorer 1000 Plus for example, its charge temperature is 0°C~45°C, while its discharge temperature is -10°C~45°C.

I have a specific question about a product, where do I find the information?

We have the specification and FAQ tabs on every product page, you can find most information about each product.

If you still haven't found the answer, you can submit your question on the product page, or drop us an email at hello.aus@jackery.com, or send a message via Amazon.

When will the power station's electric fan turn on?

For the E240: Controlled by inverter and kick-off, the fan will start when the temperature reaches 45°C or the output power reaches 150W.

For the E500: the fan will start when the temperature reaches 55°C or the output power reaches 125W.

For the E1000 Pro: the fan will start when the temperature reaches 55°C or the output power reaches 250W.

If you have any more questions, please reach out to us via hello.aus@jackery.com. We will get back to you within 24 hours on business days and we'll be more than happy to help.

What is the difference between Modified Since Wave inverter and Pure Sine Wave Wave inverter?

Modified Sine Wave inverters are very affordable. Using a more basic form of technology than pure sine wave inverters, they produce power that is perfectly adequate for powering simple electronics, like your laptop. Modified inverters are best suited for resistive loads which do not have a start-up surge.

Pure sine wave inverters use more sophisticated technology to protect even the most sensitive electronics. Pure sine wave inverters produce power which equals – or is better than – the power in your home. Appliances that may not function properly, or which may be permanently damaged, without pure, smooth power will be safe with pure sine inverters.

If missing, lost, or want to buy some accessories, how do I get them?

For Jackery Australia official website or Jackery AU Amazon orders, please reach out to us via hello.aus@jackery.com. For orders of other channels, please contact the original sales platforms instead.

What is the length of the cable of the solar panel?

The solar charging cable of the Jackery solar panel is 3 meters long.

What is the length of the AC adapter cable for the power station?

The power station charging cable of the Jackery solar panel is 2.4 meters long.

Where does the brand name "Jackery" come from or originate?

The brand name "Jackery" is a combination of the English words "Jacket" and "Battery."

How can I be notified when you offer any discounts or sales?

Please subscribe to our website for latest news and offers.

Product Maintenance

Jackery Solar Panel 80W

Tips for solar panel

  • 01.

    Do not flex or bend the folding solar panels

  • 02.

    Do not place folding solar panels in shading places, while tree shades, buildings, and any other obstructions should be minimized

  • 03.

    Do not soak the solar panels in water or other liquid

  • 04.

    Do not clean the solar panel with water. For maintenance, please gently wipe it with a damp cloth

  • 05.

    Do not use or store solar panels near open flames or flammable materials

  • 06.

    Do not scratch the surface of solar panels with sharp objects

  • 07.

    Prevent corrosive substances to damage solar panels

  • 08.

    Do not step on or place heavy objects on the solar panels

  • 09.

    Do not disassemble the solar panels

  • 10.

    The output circuit of the solar panels must be correctly connected to the equipment. Please do not short-circuit the positive and negative poles. Ensure that there is no gap between the connector and the insulated connector. If there is a gap, sparks or electrical shocks will occur.

  • 11.

    Check the connection status of each component, including cables, wires and plugs.

Jackery Solarsaga 100

Contact Us

International Delivery

Email

hello.aus@jackery.com