We are here to help you. Find it here or email hello.eu@jackery.com.
FAQs
FAQ
We are here to help you. Find it here or email hello.eu@jackery.com
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SHIPPING & RETURNS
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GENERAL QUESTIONS
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OTHER QUESTIONS
I purchased two Jackery items (Explorer 1000+Saga 100W/E500+Saga100W), why did I just receive one package? Where is my stuff?
1. Your purchase order (including purchases on Solar Generator Bundles) will be shipped separately if the order contains more than one item. This shipping rule is additionally applicable for Amazon orders.
2. You can only find one tracking number in your order even if the order contains more than one package. We are pleased to email you with all tracking numbers when requested.
3. Please feel free to contact us through this email address: hello.eu@jackery.com or via Amazon.
Delivered but not received, where can I find my stuff?
1. If the tracking details show your package was delivered and you can't locate it, please wait two full days (excluding Sundays 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 after that time you still haven't received it, reach out to us via hello.eu@jackery.com or Amazon after 8 p.m. local time, on the second day, 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 Amazon or hello.eu@jackery.com; we'll help you solve the issue.
Where is my stuff?
Amazon Orders: You can log into your account on Amazon.com or the Amazon Mobile Shopping app to find the tracking number. Track it on the FedEx site, or contact us via Amazon.
Jackery.com Orders: You can review your email confirmation with your tracking number and track it on the DPD site. If you didn't receive this email, check your spam or junk email folders or contact us by email at hello.eu@jackery.com. You can also view the tracking numbers once your order has shipped by logging into your customer account.
Where could I get the return labels if I want to return the units?
If you want to return the units, please contact us via Amazon or hello.eu@jackery.com.
We'll provide the pre-paid return label(covering the shipping fee) for you.
How do I process a return and refund?
1. Please feel free to contact us via hello.eu@jackery.com or Amazon. We will provide the after-sale service for you within 24 hours.
2. As part of our merchandise return process, we will need some info to process your return and replacement:
Amazon order number:
Shipping address:
S/N code(on the bottom of the battery):
Thank you in advance.
How do I cancel or edit an order?
You can cancel your order while it's still in the "Processing" status. However, once the status changes to "Shipped," the order cannot be canceled.
Please contact us through Amazon or hello.eu@jackery.com within one day after placing an order.
Use these steps to see if the item or order is still in a "Processing" status and request a cancellation.
1. Look in the upper-right corner of any Amazon.com page or Jackery.com.
2. Click the Account icon. Select Track Order.
3. Enter the email address used to place the order along with the order number shown on your order confirmation email.
4. Click Cancel next to the item you wish to attempt to cancel.
5. If you do not see a Cancel button, it could be because your order is too far along to cancel. You can select Cancel if it's available, or you can reach out to the seller using the Contact Seller button.
Can the Jackery products be shipped to P.O. BOX address?
Jackery products are too large to deliver a PO box. Please provide a non-PO box address when you make an order.
Is there a way to Expedited Shipping, I need this unit delivered by ASAP.
Temporarily, Jackery does not provide expedited shipping service. However, we always try our best to ship your order as soon as possible. Please feel free to contact us via Amazon or hello.eu@jackery.com.
PRODUCT QUESTIONS
How long can I use my Jackery portabel power station to power my devices?
1. First, you need to check out your device's operating power (measured by watts). If it is less than the output power of your Explorer's AC port, it can be supported by the Explorer.
For example, the Jackery power station Explorer 500 can run AC devices at 230V that require less than 500W.
2. Then, you can calculate the charging time with the following formula:
Working time = Explorer's Watt-Hours * 0.85 / operating power of your device.
Example:
Let's assume your device's power consumption is 60W (might be a box fan), and you want to use the Explorer 500 to run your device.
500Wh*0.85/60w = Roughly 7 hours of working time
Please note the actual power consumption varies based on many factors.
If you have any more questions, please reach out to us via hello.eu@jackery.com or Amazon. 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 my Jackery power station?
Jackery power stations can be charged with a third-party brand solar panel. You must match the plug size and input voltage of the Jackery Power Station you are trying to charge.
For example, third party solar panels for the Explorer 1000 should have the following specs:
1. The voltage must be between 12-30V
2. The plug connection size: Outer diameter 7.9mm, inner diameter 5.5mm, inner needle diameter 0.9mm (empty)
3. Note: We can't, however, recommend other brand products to recharge your Jackery power station. As we can't guarantee the safety and quality of those products or provide after-sale service for them. It is highly recommended that you purchase the matching Jackery SolarSaga solar panel(s) for your Jackery Explorer.
If you have any more questions, please reach out to us via hello.eu@jackery.com or Amazon. 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 Jackery solar panel such as the SolarSaga 100W to charge a third party power station?
If the power station can meet these 3 criteria, then you can use it:
1. If the third party power station supports solar charging
2. The power station must be able to accept the amount of power from the panel. The output power of the SolarSaga 100W is 18V
3. If the cable connector size is 8mm
If you have any more questions, please reach out to us via hello.eu@jackery.com or Amazon. We will get back to you within 24 hours on business days, and we'll be more than happy to help.
Do Jackery portable power stations support pass-through charging?
Yes, all other products support pass-through charging. But we don't suggest using it this way very frequently as it will reduce the battery life.
Are the Jackery solar panels waterproof?
The 100W solar panels, along with the power stations, are not waterproof.
To maximize the unit's lifespan, please make sure you retrieve the panels when it is raining.
How do I store and charge the Jackery power station if I don’t use it for a long time?
1. We recommend keeping the battery power above 20% when using or storing the power station regularly.
2. A fully charged battery can last for several months. However, please recharge it every 3 months 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.eu@jackery.com or Amazon. We will get back to you within 24 hours on business days, and we'll be more than happy to help.
How do I maintain my Jackery?
1. We recommend keeping the battery power above 20% when using or storing the power station regularly.
2. A fully charged battery can last for several months. However, please recharge it every 3 months to keep the battery power above 50% if you don't use it.
Please make sure you charge and store your power station within an ambient temperature of 0-40℃ (32-104°F), and charge the unit within an ambient temperature of -10-40℃ (14-104°F).
What is the life expectancy of a Jackery portable power station?
All Jackery portable power stations contain lithium batteries. Lithium-ion batteries are typically rated for 500 complete charge cycles and/or 2 - 3 years.
At that point, you will have about 80% of your original battery capacity, and it will gradually reduce from there.
It is recommended to use and recharge the unit at least every 3 months to maximize the lifespan of your power station.
How do I recharge my Jackery?
There are 3 methods to recharge your Jackery power station:
1. Charge by solar panels
For the E1000 and lower models:
Panels must output 12V-30V and have the correct connection plug (7.9mm*5.5mm*0.9mm).
2. Charge by wall outlet through the AC charger that comes with the product.
3. Charge by car outlet through the car charging cable that comes with the Jackery.
I have a specific question about a product, where do I find information?
We have the specifications and FAQ tabs on every product page, where 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, drop us an email at hello.eu@jackery.com, or send a message via Amazon.
Regarding fake website feedback
We have had reports of some websites selling fake products, and with the help of our excellent customers, we have endeavored to shut down most of them.
It is recommended to purchase our product directly on our official website www.uk.jackery.com and our Amazon Jackery Store.
Jackery's products will never be sold at such a low price. Please try to file a claim with your payment provider to get back your money, if possible.
Thank you for bringing this to our attention. We will forward this information to our legal department for review and take further action.
Regarding Jackery website coupons
Form: When there is a promotion on the official website, the corresponding code information will be displayed on the product page with promotion details.
Rules: Click the copy icon on the right side of the coupon to copy the code. Paste the code into the discount code box at checkout to enjoy the discount.
1. Customers must manually copy the code and enter the code at checkout to enjoy the discount.
2. It cannot be used in combination with other codes (including but not limited to discounts for new subscribers, special group discounts, and celebrity discounts.)
3. The coupon can only be used on the official website (if some large-scale events are synchronized with Amazon, it will be specifically stated on the page).
If you have any more questions, please reach out to us via hello.eu@jackery.com or Amazon. We will get back to you within 24 hours on business days, and we'll be more than happy to help.
When will the power station's electric fan turn on?
For the Explorer 240: Controlled by the inverter, the fan will start when the temperature reaches 45°C (113°F), or the output power reaches 150W.
For the Explorer 500: The fan will start when the temperature reaches 55°C (131°F), or the output power reaches 125W.
For the Explorer 1000: The fan will start when the temperature reaches 55°C (131°F), or the output power reaches 250W.
If you have any more questions, please reach out to us via hello.eu@jackery.com or Amazon. We will get back to you within 24 hours on business days. We'll be more than happy to help.
Which type of battery is in a Jackery portable power station?
Each Jackery power station is made of a premium ternary lithium battery (18650).
We only choose reliable battery suppliers, like LG and BAK Battery.
What is the difference between Modified Sine Wave inverter and Pure Sine 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 startup surge.
Pure sine wave inverters use more sophisticated technology to protect even the most sensitive electronics. As a result, pure sine wave inverters produce power which equals – or is better than – the power in your home. Appliances may not function properly or may be permanently damaged without the pure, smooth power of a pure sine wave inverter.
Where can I find the Serial Number?A
Regarding the Serial Number(S/N) location for the Jackery power station, you can locate it either on the bottom of the power station or the upper right corner on the back of the station.
Regarding the Serial Number(S/N) location for the Jackery solar panel, you can locate it either below the handle bar code or at the opposite side of the USB port.
If you have any more questions, please reach out to us via hello.eu@jackery.com or Amazon. We will get back to you within 24 hours on business days. We'll be more than happy to help.
ACCESSORIES QUESTIONS
Is there an extension cable available, or can you recommend a cable?
1. Sorry, we don't have a longer extension cable. If there is an extension cable available in the future, we will sell it on www.uk.jackery.com and update everyone via our social media.
2. The wire number standard cannot be lower than 16AWG. It's recommended to keep the length of the cable within 5 meters.
If I am missing, lost, or want to buy some accessories, how do I get them?
Please reach out to us via hello.eu@jackery.com or Amazon. We will be happy to help.
Where is the SolarSaga parallel cable/Y-cable?
The SolarSaga parallel cable used to connect 2 SolarSaga 100W solar panels is included in the SG1000 package.
If you have any other questions, please reach out to us via hello.eu@jackery.com
or Amazon. We will get back to you within 24 hours on business days. We'll be more than happy to help.
What is the length of the solar panel cable?
The solar charging cable for 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 is 2.4 meters long, except for the Explorer 2000, which is 2.0 meters long.
What is the length of the 12V car charging cable for Jackery power stations?
The length of the 12V car charging cable is 2 meters long.
Where does the brand name "Jackery" come from or originate?
The brand name "Jackery" is a combination of the words "Jacket" and "Battery." Originally, Jackery was a brand making Apple jacket batteries.
How can I get notifications of any discount or sale offers?
You can sign up for our newsletter in the footer of the website.
Product Video
SolarSaga 100W
Explorer 1000
Explorer 500
Explorer 240
Product Maintenance
• Tips for Solar Panel
1. Do not flex or bend the folding solar panels
2. Do not place folding solar panels in shading places, while tree shades, buildings, and any other obstructions should be minimized
3. Do not soak the solar panels in water or other liquid
4. Do not clean the solar panel with water, please gently wipe it with a damp cloth
5. Do not use or store solar panels near open flames or flammable materials
6. Do not scratch the surface of solar panels with sharp objects
7. Prevent corrosive substances to damage solar panels
8. Do not step on or place heavy objects on the solar panels
9. 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.
Need Products' Guide?
• You can read online or download here.
Still Have Any Questions?
• Email: hello.eu@jackery.com
