Order Policy

Tax Free Guarantee

You will NEVER pay sales tax at Distributed Energy. We only have one facility in one state and are not required to collect sales taxes in other states. If you happen to live in Virginia, we will pay the sales tax for you. For Virginia customers we will accept the loss hoping that it will reward us with more customers in the long run.

If you buy a generator from one the major home improvement stores, you're pretty much guaranteed to pay sales tax because they have facilities in every state. In Virginia, you would pay an extra $135 in tax on a $3000 generator!

Free Freight

Standby Generators
All generators include free freight to any commercial address and residential addresses in the continental United States. A liftgate is provided for residential delivery to lower the equiptment to the ground. Exceptions to free freight are Alaska, Hawii, California, Washington State, Oregon and Canada.

Credit Card Policy

Because credit card companies charge a percentage on each transaction those who purchase by cashier check, wire transfer, or personal check can save an additional 2% on any Generator. For personal checks, there will be a 2 week delay in shipping to allow time for the check to clear.

Technical Assistance & Troubleshooting

We have trained engineers available to answer installation questions, trouble shoot problems, and discuss warranty issues. Typically most issues can be handled over the phone, however if a solution cannot be determined we will send a trained representative to you anywhere in the US and Canada.

Cancellations

Canceled Order
If after you place your order and you decide to cancel your order, we will gladly do so only if the order has not been shipped. To cancel, you must notify us in writing via email or fax. Since credit card companies do not refund transaction fees we will have to pass on those fees onto you plus a $ 50 processing fee for orders up to $ 10,000. For orders over $10,000.00 cancellation fees will be determined at cancellation.

Refused Shipment
Customers shall be charged all shipping charges, and a 20% restocking fee for all refused shipments (this covers cost to receive and inspect all returned items). The only exception is for damaged shipments, see below.

Damaged Shipments
Althought it is rare to have freight damage during shipment, it can occur. Please check your freight carefully and if damage is noted reject the shipment and contact us for a replacement. The freight company will return the equiptment to us for repair and an new unit will be sent to you.