Help & FAQ

Enter your order number on the home page (or search by email, phone, tracking number, or name and ZIP), confirm it's you, and your status and items appear at the top of your chat.

Processing means we're preparing your converter. Shipped means it's with the carrier and a tracking number is available. Delivered means the carrier marked it delivered.

If your order hasn't shipped yet, open a chat and ask. A team member will confirm whether it can still be changed.

Once your order ships, the tracking number shows in your chat. Tap it to open the carrier's tracking page.

Freight and large parcels can go a day or two between scans. If there's been no update for 3 business days, ask in chat and we'll contact the carrier.

Inspect the crate before signing. If there's visible damage, note it on the delivery receipt and take photos, then message us right away.

Open a chat from your order and ask for a return. A team member will review your order and send return instructions. Please don't ship anything back until you've received them.

Take photos of the crate and the unit, keep all packaging, and message us in your chat as soon as possible so we can file a claim with the carrier.

If you notice a burning smell, smoke, sparks, or feel a shock, shut off power at the breaker immediately and don't restart. Message us and a technician will follow up.

Turn off power. Check that both single-phase supply legs (L1 and L2) have voltage at the converter input and that the breaker is sized per the manual. A weak supply or undersized wire is the most common cause. Send us photos of your panel wiring and the breaker.

Confirm the breaker size and type match the manual for your converter's horsepower, and that the wire gauge from the panel is large enough for the run length. Send us the breaker model and the wire size you used.

With the converter running and no load, measure voltage between all three legs (L1-L2, L2-T3, L1-T3). They should be close to each other. Send us the readings and a photo of the connections at your motor.

A photo of the full installation, the connections at your motor, the wiring in your electrical panel, and your breakers (or the breaker model number). Also tell us the wire size used for the single-phase line and for the idler motor. You can add all of these from your chat.