How it ships

Every unit on this site is fulfilled by our retail partner. When you press the button on a page here you land on their listing, and from that point the order, the payment and the parcel are theirs. That is the whole arrangement, and it is worth being blunt about because it decides who can help you when something goes sideways.

What that means in practice

• Delivery cost and speed are set at their checkout, not here. They vary by address and by the option you choose.
• Tracking appears in your account with them once the parcel moves. We have no view into it.
• Delivery estimates on their listing already account for where the item sits and where you are. We cannot improve on that number by guessing.
• Changing an address, splitting an order or cancelling before it moves all happen on their side, and there is usually a short window for it.

Things worth knowing before a large unit arrives

Rack gear and the bigger battery backups are heavy in a way the photographs do not convey. A loaded 2U unit can run past fifty pounds, and enclosures go well beyond that. Have somewhere to put it and, for anything rack sized, a second pair of hands for the lift into the rails.

Sealed lead-acid batteries travel under transport rules, which occasionally limits the delivery options offered on a heavy unit. If a speed you expected is missing at checkout, that is usually why.

Check the box before you sign for it where you can. Impact damage to a battery unit is easier to raise while the packaging is still in front of you.

If a parcel goes missing

Raise it through our retail partner, using the order in your account with them. They can see the carrier record and we cannot. If the hardware itself turns out to be faulty rather than lost, see returns desk.