FAQ

What are pallet fees?

Solar panels come in a pallet, wrapped in cardboard, stacked vertically. When the straps are cut, the stack can fall over and cannot be left standing this way. So usually breaking down a pallet requires at least two employees time. For all the remaining panels left over from a small order, they have to take them one by one, and lay them flat on another pallet. As you can imagine, this would be a lot of work for a 1 or 2 panel order, taking around a half hour for those two employees. Add to that the fact that if the buyer requests a pallet (for even 1 panel), the wholesaler will provide that, and then needs to strap the order to the pallet, and shrink wrap it or cover in cardboard. So not only do they need to pay to have new pallets made for these requests, but also to have them stacked in an area of the warehouse taking up valuable storage space. For small orders, these costs almost always exceed the margin made on small sales. So to cover this, the wholesalers have instituted a pallet fee. This isn't our fee, and we don't mark it up, but here at Sky Power, we unfortunately need to pass this on. However, at 10 panels we eat part of the fee, and then all of it at 16+ panels.

The pallet fees for panels (less than 600w)/(more than 600w) are:

1-9 panels + $75/$150 pallet fee

10-15 panels + $50/$100 pallet fee

16+ panels - We eat the fee.

This is per order, not per panel.

Panels that are in stock at our Calgary special listings location do not have any pallet fees, for any size of order.

What is the purchasing process with Sky Power?

1) first, we need to get your full name (or company for billing), and your email address. We also need to know the location you want to pick up at, and the time/date you wish.

2) Sky Power will email you an invoice for the product(s) you wish to purchase.

3) Upon payment, Sky Power will place the order with BayWa. For Etransfer payments, the pickup time must be 24 hours out to give BayWa time to pick your order, as well as make sure there are no big shipments either incoming or outgoing that would take up the loading bay at the same time. For credit card payments, Sky Power must wait for the payment to clear, and then it is 24 hours prior notification for BayWa.

4) You will receive an SO number from us, to give the warehouse when you pick up your order.

Can I pay when I pick up the items?

No. The wholesaler locations are not retail outlets, and do not allow people to come by and look around. They also have a centralized order and billing location which probably isn't even in the same province you are located in. What this means is that where you pick up your items, there isn't anyone there that could even process your order or take your cash onsite. Even we cannot show up and pay at a location, and therefore all orders are done online by us. Wholesalers will not pay their staff to stop and chat with people, pull product, without being paid first. This means Sky Power needs to pay the wholesaler first.

I'd like to see the product first, before I pay?

These are busy, active warehouses with deliveries coming and going, and orders to be picked and assembled. They are not going to stop what they are doing to pull some panels down to show you them, or a boxed item to show you the box, when they have no power, or anyone at that location, to process an order. There are no salespeople at these locations that can help you with information. That is what we are here for. They are just warehouse workers assembling orders they have been sent from the head office, or loading/unloading truckloads of products. Without an SO number for a pickup, you would be asked to leave. If you wish to have a retail experience (and want to pay more), then you will need to find a retail outlet. One of the major reasons we can sell at pricing so low, is because we do not have retail overhead.

Can I pay now, and pick up right away? I'm on my way into town.

We try our best to accommodate customers as some locations can be quite a drive for them to pick up items, and they might be in the area. Wholesalers standard policy is 24 hours notice, from the time they are paid, to get the order form the accounting office, to the applicable warehouse, and to give time for order to be picked. Some days a couple containerloads of panels or railing may arrive, so bays will be busy and they can't physically get a forklift out to load a customers truck until the container is unloaded. Sometimes a big installation company may order thousands of feet of railing, and it takes up the whole bay until it can be picked up.. there are many reasons and they need time to see where they can slot a pickup in. Best bet is to assume 24 hours (or longer if paying via credit card- see below) to pick up, but we can try for quicker and see if it is possible.

What form of payments do you accept?

• Etransfer - We prefer Etransfer, for the speed. Customers prefer it because there are no additional fees. BayWa requires 24 hours notice for pickups, and this allows us to get your order moving as soon as the next day. Etransfers can be sent to: ACCOUNTING@SKYPOWER.CA

• Credit Cards. Payments via credit cards incur a 2.5% processing fee to cover the fees we get charged. All credit card payments must clear first (on average 2 days), prior to setting a time with BayWa.

Picking up product at one of BayWa's warehouses - Ensuring product is not damaged

Solar panels can be damaged in many ways, and as such Sky Power and BayWa need to ensure that any damage claims are for damage that happened prior to customer pickup. Solar panels, unless requested to be received loose (or just 1 or 2 panels), come on a pallet, wrapped in cardboard, and strapped to the pallet. In these situations, it is very hard to inspect the panels before receiving, and sign a form saying they were received in good condition. The warehouse would not knowingly assemble a broken panel into an order, and by default BayWa will assume this as there are many ways after receipt that damage can happen. The vast majority of damage (when rarely there is any), is viewable from the outside as caused by forklift forks. It is up to the customer upon pickup to ensure they have inspected the product they are receiving for damage. If you are unable to inspect the product, DO NOT sign the form saying you received it in good condition. Write a note prior to signing on the waybill stating you are unable to view the panels at the time of receipt. Make sure the copy the warehouse keeps, has this note. You have a right to inspect the order prior to signing if you are in doubt. PLEASE NOTE that you have 48 business hours to report damage. Take photographs or video as you are unwrapping the panels from your truck or trailer. Even in this case, BayWa may determine that damage was caused during customer transport if it is not obviously caused by the warehouse (like a forklift fork damage). Please be sure at the warehouse you are sure the order has no visible damage, at a minimum from the outside of all 4 sides. Please read the delivery policy below as many of those policies and points also apply to a customer warehouse pickup.

What is the shipment damage return policy with BayWa?

SkyPower resells for BayWa Renewable Energy, and as such is bound by their policies for damages and RMA's. BayWa r.e. works to ensure that every order is on time, in full, and damage-free. However, damage can occur during transit, or rarely, within the warehouse. If items are damaged or short, please act immediately.

Customer satisfaction is our top priority. To ensure your case is processed as quickly as possible, please read the specific case instructions outlined below and contact our customer care team for further instructions.

(Please contact info@skypower.ca for post-delivery discrepancies, damages, or questions and concerns.)

For Damaged Product

1. It is the customer/consignee’s responsibility to thoroughly inspect their product upon delivery and note any shortage, damage, or incorrect product. We will do our utmost to send replacements in a timely manner but this may vary depending on the situation, the time of notification, and the information provided. Use the Delivery Inspection Checklist below as a guideline for inspecting deliveries. Help reduce the impact of damage by having the Delivery Inspection checklist on hand.

2. For best practices, note any damages (ie. scratches, rips, & dents), take photos, and sign the Bill of Lading as “Damaged.” Notify the driver and have the driver sign damages on Bill of Lading. Retain copy for your records. This is needed for a damage claim with all carrier/courier companies. Without damaged Bill of Lading note, a claim will not be accepted. BayWa r.e. will not be responsible for damages not recorded at time of delivery (ie. “Damage” noted on Bill of Lading). Upon signing the delivery receipt, you are stating that you are taking ownership for the materials “as is”, which includes damages, shortages, and incorrect items.

3. Notify Sky Power (info@skypower.ca) within 48 business hours of receiving the damaged shipment. Please provide photos of the damages and the signed Bill of Lading.

   BayWa r.e. will not be responsible for damages reported after 48 business hours of allotted time.

4. BayWa r.e. to report claims to carrier/courier and send replacements (within stock availability) to the customer.

5. Customer has 30 days to return the product after shipping or pick up of material (subject to 25% restocking fee). Broken equipment to be determined by BayWa r.e. if possible, to return, pending carrier/courier response. Customer to hold onto broken product until advised by BayWar.e. otherwise.

6. Approved unit replacements will be processed using credit from original order via RMA by BayWa (ie, RMA will credit original order into account and will be placed towards 2nd order for replacement unit).

For Receipt of Incorrect Product

If the product on the packing slip does not match the product you received, please have the following ready before contacting Sky Power:

• photos of the incorrect product and item number and/or serial number sticker

• quantity of incorrect items received

We will perform an inventory count of the requested product to verify mis-ship. Replacements will be sent to you accordingly.

For Return of Unwanted or Mis-ordered Product

We want you to be completely satisfied with your purchase. As such, any uninstalled product may be returned in its original packaging within 30 days from date of shipment. Except product marked as Special Order Items (no return, no refund).

In order to return product to BayWa r.e., we must first issue you an RMA (Return Merchandise Authorization).

Please have the following ready before contacting Sky Power:

• your Sales Order number

• photos of product

• reason for return

• action to take (replacement/return/credit)

When shipping your product back to our warehouse please package appropriately:

• make sure all products are neatly stacked, properly secured to the pallet, and wrapped with a protective covering (banding and stretch wrap)

• on boxed product, return all products 100% complete, including all original manufacturer boxes and packing materials, all manuals, blank warranty cards, accessories, and any other documentation included with the original shipment All returns of unwanted, or mis ordered product will incur a 25% restocking fee. Customer is responsible for all return shipping charges. Customer is also responsible for all risk of loss and/or damage to products being shipped for return, exchange, or replacement. *If we receive your product without an RMA, our warehouse will not be able to process your return, and the product will not be credited.

Special Order Policy

BayWa r.e. does not accept returns on Special Order Items and Special Order Drop Ship items and End of Life Product.

Shipment/Change of Shipping Address

If the delivery address on an order is changed after your order has shipped, you may incur a re-consignment fee. This fee would be determined by the carrier and be passed along to you. Shipping Rates and Policy BayWa r.e. negotiates the best rates and service from all of our carriers, and we pass those rates on to you. All additional charges such as delivery appointments, lift gates, residential deliveries, blind shipments, and storage fees are the responsibility of the customer.

Delivery Inspection Checklist

Panels

• Are any panels missing?

• Are any pallet feet damaged?

• Is there any visible damage such as dents and punctures through packaging?

• Unwrap and inspect as many panels as possible for damage.

• Are any corner clips on the pallet missing/broken/loose?

• Does the pallet look unbalanced?

• Make sure the top and bottom panels are not damaged – are there visible glass shards?

• If yes, please first note the damage/shortage on the delivery receipt before signing and then take photos of each damaged panel and their serial numbers.

Railing

• Are any rails missing?

• Are the ends of the rails damaged or bent?

• Is the wrapping and plastic on rails torn?

• If yes, note damage/shortage on the Bill of Lading before signing and take photos.

All other Pallets/Equipment

• Take out packing slip and do a quick inventory of what has arrived

• Is it the correct quantity?

• Are the item numbers matching?

• If you are receiving multiple shipments, please make sure to review your tracking number on the shipped order confirmation email and the products associated with each shipment.

• If you are receiving an order from Purolator or Loomis that contains multiple packages, you may have more than one tracking number.

Damages / Shortages:

• Mark Bill of Lading as “Damaged”, while the driver is present.

• Take photos of each damaged item and their serial numbers.

• Notify Sky Power (info@skypower.ca)