FAQs for shipping & returns

Q: Where are you shipping from?
We have warehouses in the United States and Australia, and shipments are shipped directly from the local warehouses. Our shipping speed is very fast, generally you will receive your parcel within 2-7 business days.

Q: What delivery options do you have?
When your destination country is the United States or Australia, you can choose between Standard Delivery.
Standard Delivery:
Standard delivery time: 2-7 business days
Free Shipping: Free shipping on all orders.
During peak seasons and promotional sales, delivery might take a little longer.

Q: Where does digi marker deliver?
United States: We ship orders to U.S. Monday – Friday, except public holidays. Please note that we do not ship to APO/FPO/DPO addresses.
Australia: We ship orders to AU Monday – Friday, except public holidays.

Q: What payment methods do you support?
We accept Visa, MasterCard and American Express cards.
You can also choose to pay with PayPal. When selecting this option at checkout, you will be directed to the PayPal site to complete your purchase before returning to Digi Marker.
If the card transaction is approved, the amount will be reserved immediately and you will receive an order confirmation to your email. If the credit card transaction is not approved, your order will be cancelled. Please contact your bank or card provider if you have any questions about this.

Q: How can i track my order?
Our delivery time starts from the moment an order is accepted and includes a 24-hour period where your items will be processed and dispatched on business days. Please note: this can take longer during promotional sales.
As soon as your order is packed we will send you a shipment confirmation email with the delivery information and a link to track your order online. Please note, that it can take some days before the tracking information is available.
You will also be able to track your order in your account.

Q: How to deal with returns?
Our returns service is available in two situations.

A. Returns for personal reasons:
As our battery is heavy and hazardous good, it will cost us (shipping the battery to you)+(shipping back to us)=shipping fees, if you need to return the battery. And it also has big risk to be damaged by UPS during the transportation. we will provide the pre-paid label for you to return the battery (this normally cost less than you send it back yourself). We will partially refund your order once the UPS has received the package. The shipping the battery to you will be borne by us, while the shipping fee for returning battery will be excluded on the refund. We will send a pre-paid label to you by default if this email has not received any reply within 48hrs.

B. Returns for product problem :
Battery correctly under the instructions of the manual.
Procedures for Warranty Claims
1. We’ll assist to analyze consumer’s problem within 24 hours, and help solve problem, restore battery usage, and introduce the optimal use method.
2. If our product fails to work normally, the consumer assists us in completing all the battery testing, and both parties confirm that the product does have quality problems, we’ll send new battery replacement to the defective battery after it has been returned to our warehouse by the pre-paid label we prepared. And the defective battery will be checked and tested by our technical team to analyze the problem.

FAQs for battery

Q: How to activate the 12V battery when BMS cut off it for protection?
If the BMS has cut-off the battery for protection, you need to cut off the load of the battery and put the battery aside for 30mins. Then the battery will automatically recover itself to normal voltage (>10V for 12V) and can be used after fully charged.
If the battery is unable to recover itself after above steps, please try activating by one of below methods. After activated (voltage > 10V for 12V) and fully charged by normal charging method, it can be used normally.
Method ① Connect a 18V~36V for 12V solar panel directly to charge the battery without a controller for 10~30mins in sunny daytime.
Method ② Connect the battery with a charger with 0V charging function (it can charge the battery starting from 0V) to charge the battery.

Q: What is the 12V battery voltage of a fully charged battery?
The 12V battery voltage should be 13.4V-13.6V and above when the battery is fully charged, and the voltage should be tested after disconnect from the charge for over 15mins.

Q: Why does the voltage of a battery differ so much when it is charged and when it is disconnected?
Based on the characteristics of Lithium Iron Phosphate (LiFePO4) batteries, the voltage measured by all LiFePO4 batteries during charging is not the real voltage of the battery.
Therefore, after charging and disconnecting the battery from the power source, the voltage of the battery will gradually drop to its real voltage.
If you need to test the real voltage of the battery, please charge and disconnect the power supply and test its voltage after putting it aside for over 30 mins.

Q: What are the functions of BMS?
Our battery has built-in BMS (Battery Management System) to protect it from overcharge, over-discharge, over-current, and short circuit with excellent self-discharge rate. Built-in high-temp cut off prevents charging over 122 °F (50 °C).

Q: What systems can be formed with 8 battery connections?
Our 12V batteries support up to 4 in series or / and 4 in parallel, which means that it could support up to 16 batteries in connection as 4 in series and 4 in parallel.
And your the eight batteries would be totally fine to be connected as 4 in series and 2 in parallel as a 48V (51.2V) 200Ah battery system.