Painted on the wall at our Emporia office.
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.
How to Reach Us
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
At Emporia Energy, we want you to be completely satisfied with your purchase. We provide flexible options for customers to return or exchange orders. This section outlines our policies for returns, exchanges, and refunds to help you navigate the process smoothly.
This section applies when the correct item was shipped and arrived undamaged and free of defects. If your item arrived damaged, is defective, or isn't what you ordered, see Warranty below.
Return & Exchange Window
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.
Within 60 days: Refund requests within 60 days of the purchase date will be honored.
After 60 days: Returns can still be initiated up to one year from the purchase date, provided the item is in its original packaging. Returns will not be accepted after one year from the purchase date.
Restocking Fee
A 15% restocking fee applies to all returns and exchanges of items that were shipped correctly and arrived undamaged and non-defective, based on the original purchase price. This applies regardless of whether the return is initiated within or after the 60-day window.
Shipping Costs
Domestic returns within 60 days: Emporia Energy covers shipping costs using USPS, UPS, or FedEx.
International returns: All shipping costs are covered by the customer, even within the 60-day window.
Returns after 60 days: Shipping costs are covered by the customer.
These shipping rules apply to standard returns or exchanges. Shipping for warranty replacements works differently.
How to Return an Item
Contact us. Email [email protected] with your order number and the reason for your return. We may ask for photos of the packaging and/or the device.
Ship your return.
Package the item securely in its original packaging (required for returns after 60 days).
Attach the return label provided by Emporia Energy.
Ship the device back to our returns center.
Receive your refund. Refunds are processed within 14 days after the product has been returned. The 15% restocking fee applies as described above.
Already shipped? Even if your order is still in transit, you can start the return process by emailing [email protected], then send the unused device back with the provided label once it arrives.
Note on Pro Chargers: Pro Charger orders are sold as a complete bundle and must be returned in their entirety. The Vue energy monitor and the PowerSmart feature can't be returned or removed separately from the charger.
Warranty
We build Emporia products to last, and we stand behind them. If your hardware has a defect in materials or workmanship, or your item arrived damaged or isn't what you ordered, we'll make it right.
What's Covered
Emporia guarantees its hardware will be free from manufacturer defects in materials and workmanship for the warranty period below. The warranty applies to devices installed and used as described in Emporia's installation guide and instructions. EV chargers must be installed in North America per the included Installation Guide.
If your hardware fails within the warranty period because of a manufacturer defect, Emporia will replace it, or accept the return and refund the money you paid for the hardware. (For home batteries, the battery manufacturer handles the claim, and Emporia will help you through the process.)
Emporia typically covers the cost of shipping your replacement. In some cases, we may ask you to send the defective product back. If we do, we'll email you a pre-paid return label and cover the return shipping.
Warranty Timeframes
EV chargers (Classic and Pro): 3 years from the date of delivery following the original retail purchase.
Vue energy monitors and Smart Plugs: 1 year from the date of delivery following the original retail purchase.
Home batteries (SolaX and AlphaESS): 10 years from the date of delivery following installation. Emporia will support you in working with the battery manufacturer to make a warranty claim. The manufacturer guarantees hardware will be free from defects for ten years from the date of delivery following installation. See the manufacturer's warranty documentation for full details.
What's Not Covered
The warranty doesn't cover water damage, use that isn't described in the installation guide or Emporia's instructions, labor or other costs (such as diagnosis, removal, replacement, or installation), or your own travel costs related to returning a defective product.
Making a Warranty Claim
No product registration is needed. To make a claim, contact our support team and have your proof of purchase ready, such as the original order number from our website or Amazon, or another form of proof of purchase.
Warranty coverage applies to products purchased directly from Emporia or from an authorized Emporia reseller. Products bought from unauthorized sellers, such as eBay or Facebook Marketplace, aren't covered. If you're not sure whether your seller is an authorized reseller, contact our support team with your proof of purchase and we'll confirm.
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.