covid19

Renogy Customers & Friends:

We thank you all for your patience and understanding during these difficult and unprecedented times. Renogy is proud to remain open and continue fulfilling your orders. Unfortunately, this process has not been seamless. 

At this time, we would like to take this opportunity to express our most sincere apologies for the long wait times on our phone lines, the belated responses to your inquiries, and the extended delivery times. 

At Renogy, we are taking all the necessary precautions to protect our employees and maintain a high level of customer engagement. We are expanding our Customer Engagement Team to improve our response efficiency. In the meantime, we encourage you to use our Customer Portal, located under the Learn tab on our website. Our Customer Portal contains a lot of useful and informative articles that may resolve your questions. 

We thank you for your continued business. Please rest assured that we will do better.

 

Thank you,

The Renogy Team

 

 

IS RENOGY CLOSED?
Renogy remains open and continues to fulfill online orders. However, to avoid the spread of COVID-19, we have closed our showroom and are not accepting Walk-ins. Most of our associates are working remotely and observing social distancing regulations when in our warehouse/office.

 

IS RENOGY STILL TAKING ONLINE ORDERS AND OFFERING SUPPORT?
Our website, renogy.com, is open 24/7 and will continue to take and fulfill orders. Our E-commerce Team is working hard to keep our webpage updated. 

Our Customer Engagement Team is working remotely and ready to assist with technical questions or concerns. You can send us a message through our ticketing system or give us a call at 1-909-287-7111 (U.S.) MF 8:30 am–5 pm PT.

Please note that due to limited staff and the high volume of inquiries and calls, we are experiencing delays with our response time. We are working on adding members to our team and improving our response rate.

 

SHOULD I EXPECT A DELAY WITH MY ORDER?
While our team is working hard to ship orders out quickly, you may experience a delay of up to two weeks. 

We have implemented social distancing guidelines in our fulfillment center, which in turn has slowed down our order processing. Please keep in mind that all delivery carriers in Southern California are currently experiencing high volume, delaying the overall delivery time.

 

WILL YOU OFFER FREE SHIPPING?
We will continue to offer free standard shipping on all qualifying products to the contiguous United States.

 

WILL YOU EXTEND YOUR 30-DAY RETURN POLICY?
We have extended our policy to 45-days to accommodate any delays experienced by order processing and shipping.

 

WHAT PRECAUTIONS HAS RENOGY TAKEN TO ENSURE EMPLOYEE SAFETY?
We have offered employees the ability to work from home if the respective position allows. We have adapted CDC guidelines in our office and warehouse, from social distancing to making masks a requirement in our offices and warehouse.