Shipping & Returns

About LTL Freight Shipping

Solar panels and heavy equipment ship on pallets via freight carriers — not standard parcel carriers like UPS or FedEx. This is standard for the industry and allows us to ship large quantities at a fraction of retail shipping costs.

• Delivery is to a loading dock or curbside — the freight carrier will call ahead to schedule a delivery window
• Residential delivery is available (liftgate service) for an additional fee
• You will need someone present to receive and sign for the shipment
• Typical transit time is 3–7 business days depending on destination

Solar panels are fragile and freight shipping involves multiple handoffs. While we package all orders carefully, damage can occasionally occur in transit. Follow these steps to protect yourself:

1. Inspect the pallet before signing. Check for visible damage to boxes, broken straps, or a tipped pallet.
2. Note any damage on the delivery receipt before the driver leaves — write "subject to inspection" or describe specific damage.
3. Take photos immediately — photograph the pallet, all packaging, and any damaged panels before moving anything.
4. Contact us within 48 hours of delivery if you discover damage: matt@payoffsolar.com or (801) 448-6396.

Damage claims submitted more than 48 hours after delivery, or without photos, may not be eligible for carrier reimbursement.

We stand behind the products we sell. If you receive a defective or incorrect item, we will work with you to make it right.

Eligible Returns

• Defective products: Items that arrive with manufacturing defects or that fail to perform as specified
• Incorrect items: Items shipped that do not match your order
• Freight damage: Items damaged in transit (see receiving instructions above)

Non-Returnable Items

• Items that have been installed or used
• Items returned without prior authorization
• Buyer's remorse or order changes after shipment
• Custom or special-order items

How to Start a Return

1. Contact us within 30 days of delivery
2. Provide your order number, photos of the issue, and a description
3. We will issue a Return Merchandise Authorization (RMA) number and return shipping instructions
4. Ship the item back in its original packaging with the RMA number clearly marked

Return shipping costs for defective or incorrect items are covered by Payoff Solar. Return shipping for other approved returns is the responsibility of the customer.