Shipping policy

Thank you for shopping with Deye Store. We dispatch orders from different regional warehouses based on your destination country:
  • Orders to EU 27 countries: Shipped from our European Fulfillment Center in Sinzig, Germany
  • Orders to Australia: Shipped from our Australian Fulfillment Center in New South Wales, Australia
  • Orders to New Zealand: Shipped from our fulfillment warehouse in Auckland, New Zealand

Delivery Timeframes

Category Example Products Processing Time Delivery Time
Standard Accessories WiFi Logger, Wireless CT, Smart Transmitter, cables 1–3 business day 3–7 business days
Large Items Solar inverters 1–3 business day 5–7 business days
Dangerous Goods Battery systems 1–3 business day 5–14 business days

All timeframes start from the day after order placement. Delivery to remote areas may take an additional 2–3 business days. All shipments include tracking.

Cost Deduction for Failed Delivery Caused by Customer’s Fault

Scope of customer liability

If the consignment is returned to our warehouse prior to your valid 14-day withdrawal request, all delivery failures resulting from customer negligence shall be the sole responsibility of the buyer, including but not limited to the following scenarios:
  1. Submission of incomplete, incorrect or undeliverable shipping address at checkout;
  2. Multiple missed home deliveries, and failure to collect parcels from UPS warehouse within the designated storage period;
  3. Unjustified rejection of parcel receipt without proven product quality defects;
  4. Refusal or delayed provision of customs ID, VAT invoices or other mandatory documents for customs clearance.
All financial losses incurred from the above circumstances shall be fully covered by the customer.

Deductible costs list

We reserve the right to deduct all actual incurred expenses from your order payment, including:
  • Initial outbound & cross-border shipping charges
  • Full reverse logistics return freight
  • Import/export customs duties and clearance administrative fees
  • Warehouse storage and detention surcharges
  • Secondary repackaging and manual handling fees
  • Cargo insurance compensation losses

Two available resolution options

Once the returned goods arrive at our warehouse, customers may select one of the two solutions below:
  • Option A: Partial Refund

    All verified delivery losses will be deducted from your total payment, and the residual balance will be refunded to your original payment method.
  • Option B: Re-delivery

    You shall fully prepay all listed shipping, customs and storage fees. We will arrange re-delivery only after full payment is received and you provide a complete, valid shipping address.

Legal premise

No cost deductions will be charged if this failed delivery liability clause was not fully displayed to you before order confirmation.

Delivery Options

  • Standard Delivery：Available for all items not classified as dangerous goods. Tracked shipping with estimated delivery as listed above.
  • Dangerous Goods (Hazardous Materials)：Standard logistics services are unavailable for dangerous goods due to regulatory restrictions. These items must be shipped via cargo board (air freight or specialized cargo services). Additional fees, documentation, and longer processing times may apply.

Pre-Order Policy

  • Pre-Order Items: Some products are available for pre-order. Estimated delivery dates are indicated on the product page.
  • Mixed Orders: Pre-order items can be purchased together with in-stock items.
  • Shipping: By default, all items in the same order will be shipped together once pre-order items are in stock.
  • Special Requests: If you prefer to have in-stock items shipped immediately, please leave a note in your order. We will do our best to accommodate your request.

What Happens After You Place an Order

  • Order Confirmation：You will receive a confirmation email immediately after placing your order.
  • Processing：Your order is prepared and packed within 1-3 business days.
  • Shipment Notification：Once shipped from our warehouse, you will receive a second email with your tracking number.

Can I Change the Delivery Address After My Package Has Been Sent?

  • Once the product has started shipping, we are unable to change the delivery arrangement. However, you can cancel the order within 120 minutes and place a new order with the correct details.
  • If the customer cancels the order more than 2 hours after placing it, they will be responsible for the possible return shipping costs.
  • If the address provided by the customer is incorrect, resulting in the loss or inability to retrieve the package, the customer will be responsible for the losses. Deye will not change the order or offer a refund.

Important Notes

  • Delivery times are estimates and may be affected by public holidays, natural disasters, carrier delays, customs processing, or unforeseen events.
  • We are not responsible for delays caused by incorrect shipping addresses or force majeure events.
  • Shipping restrictions apply to certain items for safety and legal reasons. If your order includes restricted or dangerous goods, we will notify you promptly.

Contact Us

Questions about shipping? Contact us at: OnlineshopService@deye.com.cn

This policy is subject to change without notice. Last updated: July 2026.