Painted on the wall at our Emporia office.
How to Reach Us
At Emporia Energy, providing top-notch customer support is a priority. While we strive to resolve every issue promptly, our primary goal is to ensure you have a positive experience with our company. Our dedicated customer support team is based in Littleton, Colorado, and although we are a small startup, we devote significant time and resources to ensure our team is well-equipped to help you with any questions or issues you might have. We believe that exceptional customer satisfaction is not just a benchmark but the driving force behind our efforts.
We are available through multiple channels to ensure you can contact us in the way that is most convenient for you:
Email: [email protected]
Phone: 1-844-367-6742
Chat: Available in the Emporia Energy mobile/web app or on our website (click on chat icon in the lower right-hand corner)
Web Form: Contact Us
Operating Hours
Our Customer Support team is available:
Monday-Friday: 8:00 AM - 5:00 PM Mountain Time (MST, UTC-7:00)
(US) Holidays: Closed
Our Approach to Customer Service
Emporia Energy is a small startup that dedicates extensive resources to ensure our support team is well-prepared to help you. We believe that customer satisfaction goes beyond mere metrics; it's the essence of our mission. We continually refine our products based on your feedback to improve your experience.
Returns, Exchanges, and Refund Policy
At Emporia Energy, we want you to be completely satisfied with your purchase. This section outlines our policies for returns, exchanges, and refunds to help you navigate the process smoothly.
Policy Overview for Returns and Exchanges
Emporia Energy provides flexible options for customers to return or exchange orders:
Orders Cannot Be Canceled After Dispatch: Once your order has shipped, it cannot be canceled. Orders are processed immediately and shipped from our distribution center, usually within 24 hours of placement.
60-Day Return Window: Refund requests within 60 days of the purchase date will be honored in full.
Returning Delivered Products: You can return a delivered item using a prepaid return label if within the 60-day return window. Once it arrives at Emporia Energy's office, a refund will be processed within 14 days.
Exchange and Replacement Policy
Damaged, Defective, or Incorrect Items Shipped by Emporia: If a return is initiated because of damaged, defective, or incorrect goods shipped by Emporia Energy, we will provide a replacement order at no cost to the customer.
Correct Item Shipped: If the correct item was shipped as ordered and you wish to exchange or return it, a restocking fee will apply.
Shipping Costs for Returns
Domestic Returns Within 60 Days: Shipping costs for returns within 60 days of purchase will be covered by Emporia Energy.
International Returns: All shipping costs will be covered by the customer, even if it is within the 60-day return window.
Returns After 60 Days: Shipping costs for returns after 60 days from the purchase date will be borne by the customer.
Steps for Processing a Return
Contact Customer Support:
Contact our support team with your order number and return reason.
Ship Your Return:
Package the item securely in its original packaging if possible.
Attach the return label provided by Emporia Energy.
Ship the unused device back to our returns center.
Receive Your Refund or Replacement:
Refunds will be processed within 14 days after the product has been returned.
Returning Orders in Transit
Even if an item has already shipped, you can initiate the return process:
Ship the unused device back with the provided label once the order arrives.
Ongoing Improvement
We are dedicated to empowering you with the knowledge and tools to manage your energy use effectively. Your feedback is essential to us, as it helps us to evolve and enhance our offerings. If you have suggestions for improvements or require additional guidance, please don't hesitate to reach out.
At Emporia Energy, your satisfaction is our motivation. We are here to ensure your journey with our products is as seamless and beneficial as possible.