FlashFish FAQ | Frequently Asked Questions & Troubleshooting
FlashFish FAQ is your comprehensive resource for quick answers to the most common questions regarding our portable power solutions. Whether you are a first-time user or a seasoned outdoor enthusiast, this page is designed to help you understand the full capabilities of your portable power station, solar panel, or solar generator kit. We have compiled these insights based on years of customer feedback and technical expertise to ensure you can operate your gear with confidence and maximize its lifespan. From basic setup to advanced battery maintenance, our goal is to provide immediate clarity so you can focus on your off-grid adventures.
In the FlashFish FAQ section, you will find detailed information on how to choose the right unit for your specific energy needs. We explain the critical differences between Pure Sine Wave and modified inverters, as well as the long-term benefits of our LiFePO4 (LFP) battery models versus traditional lithium-ion versions. You can also find guidance on calculating device run-times—such as how many hours a 520Wh station can power a car fridge—and tips for achieving the fastest possible recharging speeds using our high-efficiency monocrystalline solar panels.
Safety and technical support are also central to the FlashFish FAQ. We provide clear instructions on how to utilize our integrated Battery Management System (BMS) to protect your devices against over-voltage and overheating. If you encounter a technical issue or need help with a warranty claim, this page serves as the first step in troubleshooting, offering solutions for common display icons and connectivity queries. By maintaining this central hub of knowledge, FlashFish ensures that you are never left without power or information, no matter where your journey takes you.
Shopping FAQs
1. What should I do if I have trouble logging in?
Check your login details. Your username is the email address you used for registration.
- If you've forgotten your password, select "Forgot your password?" on the Sign In page. Fill in your registration details and select "Reset your password."
- Ensure your web browser accepts cookies.
- Our website may be undergoing maintenance. If so, please wait 30 minutes and try again.
- If you're still unable to access your account, contact our Customer Service Department to report the issue. We'll assign a new password, and you can change it after logging in.
2. Can I get a discount if I make a larger order?
Yes, the more you purchase, the higher the discount. For instance, buying 10 pieces will get you a 5% discount. If you're interested in purchasing more than 10 pieces, please contact our Sales Department with the following information:
- The product(s) you're interested in
- Exact order quantity for each product
- Your desired timeframe
- Any special packing instructions, e.g., bulk packing without product boxes
Our Sales Department will provide you with a quotation. Note that larger orders save more on postage. For example, ordering 20 items will reduce the average shipping cost per unit compared to buying just one.
3. What should I do if I want to add or remove items in the cart?
Sign into your account and select the shopping cart at the top right of the page. You'll be able to view all items in the cart. To delete an item, click the "Remove" button next to it. To change the quantity, enter the new amount in the "Qty" column.
Payment FAQs
Paypal, Visa, MasterCard, JCB, Discover, etc.
1. What is PayPal?
PayPal is a secure and trustworthy payment processing service that allows online shopping. You can use PayPal when purchasing items via Credit Card (Visa, MasterCard, Discover, and American Express), Debit Card, or E-Check (using your regular Bank Account). We cannot see your card number as it is securely encrypted through PayPal's server, which limits the risk of unauthorized use and access.
2. After making a payment, can I change my billing or shipping information?
Once an order is placed, you should not change billing or shipping information. If a change is necessary, contact our Customer Service Department as soon as possible during the order processing stage. If the package hasn't been dispatched, we can ship to the new address. If it has already been shipped, shipping information cannot be changed while in transit.
3. How do I know if my payment has been received?
Once your payment is received, we'll send a notification email. You can also log into your customer account to check the order status at any time. If payment is received, the order status will show "Processing."
4. Do you provide an invoice?
Yes, once we've received an order and payment has cleared, the invoice will be sent to you via email.
5. Can I use other payment methods to pay for the order, such as a credit card or an offline payment method?
We accept credit card, PayPal, etc., as payment methods.
1). Credit Card: including Visa, MasterCard, JCB, Discover, and Diners.
2). PayPal: the most convenient payment method worldwide.
3). Debit Card: including Visa, MasterCard, Visa Electron.
6. Why am I being asked to "Verify" my payment?
For your protection, your order is processed by our payment verification team. This standard procedure ensures all transactions on our site are authorized, and your future purchases will be prioritized.
Shipping FAQs
EMS/DHL/UPS/Fedex
1. How do I change the shipping method?
Once an order is placed, the shipping method should generally not be altered. However, you can still contact our Customer Service Department as soon as possible during the order processing stage. It may be possible to update the shipping method if you cover any cost difference.
2. How do I change my shipping address?
If you wish to change the shipping address after placing an order, contact our Customer Service Department early during the order processing stage. If the package hasn't been dispatched yet, we can ship to the new address. If it has been shipped, the shipping information cannot be changed in transit.
3. When will I receive my items after I place an order?
The duration depends on the shipping method and destination country. Delivery times vary based on the selected method. If delayed due to unforeseen circumstances like war, natural disasters, or severe weather, delivery will be postponed. We will work on a solution in such cases.c
4. Do you ship to my country and what are the shipping rates?
We ship worldwide. Shipping rates vary based on item weight and destination country. We suggest the most appropriate shipping weight to help save money. Our goal is fast and secure delivery worldwide.
5. Why is the shipping cost on some items so expensive?
Shipping cost depends on the selected method, time, and destination. For example, if the cost between UPS and FedEx is $10, choose the option that best meets your needs based on price and delivery time.
6. How do I track my order?
Once we provide a tracking number, you can check item delivery status online via the delivery company's website.
https://www.flashfishtech.com/apps/17TRACK
7. How do I know if my items have been shipped or not?
When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch and we will update the tracking information on your account.
8. How do I track my order?
Once we provide you with the tracking number, you will be able to check the item delivery status online by accessing the website of the relevant delivery company.
9. Why is my tracking number invalid?
The tracking information normally appears after 2-3 business days following dispatch. If a tracking number is not searchable after this period of time, there are several possible causes.
The shipping companies have not updated the delivery information on the website with the most up-to-date status; the tracking code for the package is incorrect; the parcel has been delivered a long time ago and the information has expired; some shipping companies will remove the tracking code history.
We would advise you to contact our dedicated Customer Service Department and provide them with your order number. We will contact the shipping company on your behalf, and you will be updated once there is any further information.
10. If Customs duties are incurred, who is responsible for them?
Customs is a governmental agency responsible for regulating the shipments entering a specific country or region. All shipments being sent to or from region must clear Customs first. It is always the buyer's responsibility to clear customs and pay the relevant Customs duties. We do not add taxes, VAT, duty, or any other hidden charges.
11. If my items are detained by Customs, who is responsible for clearance of the items?
If the items are detained by Customs, the buyer is responsible for clearance of the items.
12. What if my parcel is seized by Customs?
If your items cannot be cleared from the customs, please contact us first. We will conduct further investigations with the shipping company on your behalf.
13. After payment has cleared, how long do I wait until my order is sent out?
Our handling time is 3 business days. This means that your item(s) will generally be sent out in 3 business days.
After Sales FAQs
1. How can I cancel my order, before and after payment?
Cancellation before payment
If you have not paid for your order yet, then there is no need for you to contact us to cancel it. We do not process orders until a matching payment has been received for the order. If your order is more than a week old and is still unpaid, you will not be able to "reactivate" it by sending a payment, because the prices of the individual items may have changed, along with the currency conversions and shipping rates. You will need to submit the order again with a new shopping cart.
Withdrawing an order after payment
If you have already paid for an order and want to cancel it, please contact our Customer Service Department as soon as possible.
If you are not sure about an issue relating to your order or you wish to change it, please contact our Customer Service Department and put the order on hold while you decide. This will suspend the packaging process while you make changes.
If the package has already been dispatched, then we are not able to cancel or change the order.
If you wish to cancel an existing order because you are ADDING other products, there is no need to cancel the entire order. Simply contact out Customer Service Department and we will process the updated order; there is usually no additional fee for this service.
Generally, if your order is in an early part of the processing stage, you may still be able to change or cancel it. You can ask for a refund or provide the payment as credit for future orders.
2. How can I return purchased items?
Before returning any items to us, please read and follow the instructions below. Please make sure that you understand our return policy and that you meet all the criteria. The first step is to contact our After Sales Service, please provide us with the following information:
a. The original order number
b. The reason for the exchange
c. Photographs clearly showing the problem with the item
d. Details of the requested replacement item: the item number, the name and color
e. Your shipping address and phone number
Please note that we are unable to process any returned items which have been sent back without our prior agreement. All returned items must have an RMA number. Once we have agreed to accept the returned item, please make sure you write a note in English containing your order number or PayPal ID so that we are able to locate your order information.
The return or RMA process can only be initiated within 30 calendar days upon receipt of your items. We can only accept returned products that are in their original condition.
3. Under which circumstances would an item be able to be exchanged or returned?
We pride ourselves in the quality and fit of our clothes. All the Women's Clothing that we sell are designated as OSRM (Other Special Regulated Materials) and, once sold, cannot be returned or exchanged in cases other than quality issues or mis-shipment.
Quality Issues:
Should you find any item to be materially defective, the item must be returned to us in the same condition as it was sent within 30 calendar days after receiving the garment-it must be unwashed, unworn and with all the original tags affixed. Although we carefully check all merchandise for visible defects and damage prior to shipment, it is the buyer's responsibility to check the product upon its arrival to make sure it is free from any defects or problems. Damaged goods due to client negligence or items without their tags will not be accepted for refund.
Mis-shipment:
We will exchange your product in cases where the purchased product does not match the item ordered. For instance, it is not the color that you ordered (perceived color differences due to your computer monitor will not be exchanged), or the item you received does not match the style that you ordered.
Please note:
All returned and exchanged items must be returned within 30 calendar days. Returns and exchanges will only occur for eligible products. We reserve the right to refuse the return and exchange of any items that have been worn, damaged, or had the tags removed. If an item we receive has been worn, is damaged, has had its tags removed, or is deemed unacceptable for return and exchange, we reserve the right to return to you any non-compliant pieces. All product packaging must be intact and not damaged in any way.
4. Where do I return the item?
After contacting our Customer Service Department and reaching mutual agreement, you will be able to send the item(s) to us. Once we have received the item(s), we will confirm the RMA information you have provided and review the condition of the item(s). If all of the relevant criteria have been met, we will process a refund if you have requested one; alternatively, if you have asked for an exchange instead, the replacement will be sent to you from our headquarters.