How Can We Help?
Welcome to the Sunvivae Help Center.
Below you'll find answers to the questions our customers ask most frequently about orders, shipping, payments, products, warranties, and customer support.
If you can't find the information you're looking for, please contact our support team. We're always happy to help.
Orders & Shipping
Where do you ship from?
Orders are primarily dispatched from Shenzhen, China. We do not currently operate overseas warehouses, including warehouses in the United States or Germany.
Our company registered address and return address is Room 5003, 5/F, Yau Lee Centre, 45 Hoi Yuen Road, Kwun Tong, Hong Kong. This Hong Kong address is separate from our primary dispatch location in Shenzhen. See our Return & Refund Policy for return instructions.
How long does shipping take?
Orders are typically processed within 1–3 business days.
Delivery usually takes 3–15 business days, depending on your location, product availability, and shipping method.
Estimated delivery times will be displayed during checkout whenever available.
Do you ship internationally?
Yes. We currently ship to many countries and regions, including the United States, Canada, the United Kingdom, Australia, New Zealand, and parts of Europe.
Shipping availability may vary depending on the destination and local logistics conditions.
How can I track my order?
Once your order has been shipped, you'll receive a shipping confirmation email with your tracking number.
You can use the tracking link in the email to monitor your shipment anytime.
Can I change or cancel my order?
If your order has not yet been shipped, we'll do our best to help you modify or cancel it.
Please contact our customer support team as soon as possible after placing your order.
Payments
What payment methods do you accept?
We currently accept secure payments via PayPal and major credit and debit cards.
All transactions are protected by industry-standard encryption to keep your payment information secure.
Products
How do I choose the right solar panel?
The best solar panel depends on how you plan to use it.
- Camping & Hiking – Lightweight portable panels
- RV & Van Life – Higher wattage foldable panels
- Emergency Backup – Solar panels paired with portable power stations
- Outdoor Work – Durable high-efficiency solar panels
If you're unsure, feel free to contact us for personalized recommendations.
Are your solar panels compatible with portable power stations?
Yes.
Many Sunvivae solar panels are compatible with popular brands including EcoFlow, Jackery, Bluetti, Anker, and many other portable power stations.
Please check the compatibility information listed on each product page before purchasing.
Can I charge my phone directly from the solar panel?
Many of our portable solar panels include USB-A and USB-C output ports, allowing you to charge compatible smartphones, tablets, and USB-powered devices directly.
Please refer to the specifications of each product for available output ports.
Do solar panels work on cloudy days?
Yes.
Solar panels continue generating electricity on cloudy days, although charging efficiency will be lower compared to direct sunlight.
For the best performance, place the panel under direct sunlight whenever possible.
Are your solar panels waterproof?
Most Sunvivae portable solar panels are designed for outdoor use and feature weather-resistant materials.
However, the junction box, controller, or output ports should not be submerged in water.
Please refer to the waterproof rating shown on the product page.
Warranty & Returns
What warranty do your products include?
Most Sunvivae products include a limited product warranty.
The warranty period may vary depending on the product. Please check the product page or contact our support team for details.
Can I return my order?
Yes.
If you're not completely satisfied with your purchase, please contact our customer support team before returning your order.
We'll assist you according to our Return & Refund Policy.
Customer Support
How can I contact Sunvivae?
- Email: support@sunvivae.com
- WhatsApp: +86 189 9893 8941
- Support Hours: Monday – Sunday, 9:00 AM – 8:00 PM (GMT+8)
- Average Response Time: Within 24 hours
Need More Help?
If you can't find the answer you're looking for, our support team is always ready to assist you.
At Sunvivae, we're committed to providing reliable products, responsive support, and an exceptional customer experience.