FAQ - Jackery CA

FAQs about Jackery

FAQs

We are here to help you. Find it here or call us at 1-888-502-2236 or email hello@jackery.com.

FAQ

We are here to help you. Find it here or call us at 1-888-502-2236 or email hello@jackery.com.

I purchased two Jackery Items (E1000+Saga100W / E500+Saga 100W), Why did I only receive one package? Where is my other stuff?

1. Usually, we will ship two items with two separate packages by Canada Post due to the large size. Even though there are two tracking numbers, Amazon and the website systems allow only one tracking number to be uploaded.
2. You will only see one tracking number in your order. But we will email you all tracking numbers for your packages.
3. Please feel free to contact us through this email address: hello@Jackery.com or via Amazon.

Response to COVID-19

In spite of the impact on COVID-19, the courier man of Canada Post is struggling to make the package arrive to you as soon as possible but delivery times may be longer than usual. Jackery's operations also continue and will try our best to provide quality merchandise and exceptional service during this challenging time. And meanwhile we extend our sincere thanks to your support and understanding may shipping and email response delay.

Pre-purchase Notes - Order Cancellation Request

Please kindly contact us through Amazon or hello@Jackery.com within one day after placing order if you want to cancel order. Otherwise, this order can’t be canceled if it is shipped out.

Is there a way to expedite my E500/E1000 order? I need this unit delivered by ETA!

Jackery does not provide expedited shipping service; We will ship out your order from the Calgary, AB warehouse once you placed the E500 or E1000 orders ; usually it will take 7~12 days during the transit. However as you know that shipping may delay in the difficult period, thus the ETA can be not guaranteed;

We will try our best to process your shipment and we do need your understanding if any shipping delay happens.

Where are Jackery products shipping from?

We will ship out the Jackery products from the Calgary, AB .

Has my package shipped out?

Order from amazon: You can track your order and deliveries from Your Orders on Amazon.com or the Amazon Mobile Shopping app.

Order from ca.jackery.com: You will receive an email confirmation with your tracking number once your order has shipped from our warehouse. If you didn't receive this email, check your spam or junk email folders or contact us by email at hello@jackery.com. You can also view tracking numbers once your order has shipped by logging into your customer account.

Where is my stuff?

Amazon Orders: You can log into your account on Amazon.ca or the Amazon Mobile Shopping app to find the tracking number. Track it on the Canada Post site, or contact us via Amazon.

ca.jackery.com Orders: You can review your email confirmation with your tracking number and track it on the Canada Postsite. If you didn't receive this email, check your spam or junk email folders or contact us by email at hello@jackery.com. You can also view the tracking numbers once your order has shipped by logging into your customer account.

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.

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@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@Jackery.com; we'll help you solve the issue.

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@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.ca page or ca.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.

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@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@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.

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@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 E500 can run AC devices at 110V 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@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, except for the Explorer 160, 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.

How to store and charge the Jackery power station if I don’t use it for a long time?

Please kindly store the power station within 0-40℃. And please recharge it every 3-month to keep the battery power above 50% if you don't use it.

Can the Explorer 1000 power my eclectic kettle, electric blanket or coffee maker in the winter?

Normally, the kettle is more than 1000W, so the Explorer 1000 can’t handle it.
The Explorer 1000 can run the device which operating power less than 1000W. Please kindly check the detailed input data of electric blanket or coffee maker, there will be current (amps) and volts (Watts= amps x volts). The Explorer 1000 can run it If your electric blanket or coffee maker power is less than 1000 watts.

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@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 the Jackery solar panel to charge the other brand power stations, such as SolarSaga 100W?

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@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.

Are the Jackery solar panels waterproof?

The 60W and 100W solar panels, along with the power stations, are not waterproof. Even the IP67 waterproof rated 200W solar panels are not recommended in the rain because water can damage the connection ports.

To maximize the unit's lifespan, please make sure you retrieve the panels when it is raining.

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@jackery.com, call us directly at 1-888-502-2236 or send a message via Amazon.

How to know if the Explorer can charge my device and how long does it supports?  

First, you need to check out your device's operating power (measured by watts), if it is no more than the output power of the Explorer's AC port, it can be supported by Explorer.

Then, you can calculate the charging time by the formula: Working time = Explorer's capacities * 0.85 / operating power of your device. For reference, assuming power consumption of your device is 60W (might be a box fan), and you want to use the Explorer 500 to run the box fan. The working time will be 508Wh*0.85/60w=7 hrs (rough calculated). Please note the actual power consumption varies from different usages, consult Jackery for better purchase decision.

Can I take the Explorer portable power station on a plane?

Unfortunately, you cannot. Under FAA regulations, you are not allowed to take any battery exceeding 100Wh onto a plane.

Why some people call the Jackery portable power station a solar generator? 

All Jackery portable power station can be recharged by a AC outlet and optional solar panels, some models can be charged vai DC port. So Jackery portable power station can store the energy collected from the sun, that's why we also call it a solar generator.

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.

Are all Jackery portable power stations come with Pure-sine wave inverter?

No, at the moment except the Explorer 160 features Modified Sine Wave, all other Jackery portable power stations use Pure Sine Wave inverters.

Can I use the Jackery portabel power station to charge my devices? Such as the Explorer 500.

The Jackery power stations E500 can run the devices at 110V and requires less than 500W.

First, you need to check out your device's operating power (measured by watts), if it is less than the output power of the Explorer's AC port, it can be supported by the Explorer.

Then, you can calculate the charging time with this formula:

Working time = Explorer's Watt-Hous * 0.85 / operating power of your device.

For your reference, assuming the power consumption of your device is 60W (might be a box fan), and you want to use for the Explorer 500 to run your device.

The working time will be 500wh*0.85/60w=7 hrs (roughly calculated) .

Please note the actual power consumption varies from different usages.

If you anymore questions, please reach out to us via Hello@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 the Jackery power station?

The Jackery power station can be chared with a third party brand solar panel, it must match the below conditions, for example, changing the E1000;

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. But we can not recommend other brand products to recharge Jackery power station. For safety, please purchase the Jackery SolarSaga 100W for the Jackery Explorer 1000, because we can not guarantee their qualities or provide after-sale service for it.

If you anymore questions, please reach out to us via hello@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 the Jackery solar panel to charge a third party power station,such as the solar panel 100W?

If the power station can meet these 3 critirias, and then you can use it:

1. If the third party power station supports solar charging

2. The output power of the SolarSaga 100W is 18V

3. If the cable connector size is 8mm.

If you anymore questions, please reach out to us via hello@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.

Is it possible to use two different wattage solar panels to charge the power station? (Such as SolarSaga60W and SolarSaga100W solar panel charging the Explorer1000)

1. It cannot. You would need to use the same parameters of solar panels to charge the power station.
2. The 60W solar panel voltage is 22V, and the 100W solar panel voltage is 18V. Mixing the two would cause the high voltage to flow back to the low voltage, which will damage the circuit and cause damage to the power station.

If you have any more questions, please reach out to us via hello@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 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@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 turn off the Auto Shut Off function?

The Explorer 1500A will shut off if unused (drawing under 25W of power) for 12 hours. If you have the updated Explorer 1500B (identified by the model specification on the bottom of the product), you can prevent it from automatically shutting off due to no-load/low-load by simply pressing the AC SWITCH and DISPLAY button simultaneously for 10 seconds.

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).

For the E1500 or higher:
Panels must output 12V-51V and have the correct connection plug (8.0mm*5.5mm*2.0mm).

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.

Regarding the 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.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@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 E160/240/300: Controlled by the inverter, the fan will start when the temperature reaches 45°C (113°F), or the output power reaches 150W.

For the E500: The fan will start when the temperature reaches 55°C (131°F), or the output power reaches 125W.

For the E1000: The fan will start when the temperature reaches 55°C (131°F), or the output power reaches 250W.

For the E1500: the fan will start when the inverter output power reaches 150W, or the battery cell/inverter temperature reaches 40°C (104°F).

If you have any more questions, please reach out to us via Hello@Jackery.com or Amazon. We will get back to you within 24 hours on business days. We'll be more than happy to help.

Where can I find the Serial Number?

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@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

Does the charging cable included in the package of the Jackery power stations?

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.jackery.com and update it on our social media.

2. The wire number standard cannot be lower than 16AWG. It is recommended to control the length of the cable within 5 meters.

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.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.

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@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's the size of the two small DC output port on the Explorer 500?

The two DC output port size is 6.5*1.4mm. If your device port can match it, then you can use.
They are for DIY use. Or you can use the car cigarette lighter port besides them, their function is same.

If I am missing, lost, or want to buy some accessories, how do I get them?

Please reach out to us via hello@Jackery.com or Amazon. We will be happy to help.

I am missing the 8MM converter. Where can I get one?

The SolarSaga 100W cannot be plugged into the E1500 directly because the center pin is too small to work with the input port of the E1500.

There is an adapter that can be used to connect the solar panel plug (7.9mm, 0.9mm, 1.2mm) to the E1500 input port (8.0mm, 5.5mm, 2.0mm) which could reslove this.

Please reach out to us via hello@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 12V car charging cable for Jackery power stations?

The length of the 12V car charging cable is 2 meters long.

What is the length of the AC adapter cable for the power station?The length of the 12V car charging cable is 2 meters long.

The power station charging cable is 2.4 meters long, except for the Explorer 2000, which is 2.0 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 300

 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?

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