This policy applies to orders placed directly through the Sierro online store. Purchases from an authorized retailer or crowdfunding platform may be governed by that seller's or platform's order terms.
01
Where we ship
Sierro currently ships online-store orders only to eligible addresses in the contiguous United States: the 48 adjoining states and Washington, D.C. We do not currently ship to Alaska, Hawaii, U.S. territories, or APO, FPO, and DPO addresses.
Because Sierro products contain lithium batteries, some PO boxes, remote addresses, and delivery services may be unavailable or require ground transportation. Availability is confirmed during checkout.
02
Processing and delivery
Sierro does not currently publish a fixed processing window, transit time, or guaranteed carrier. Any delivery method, estimate, or charge available for an order will be shown at checkout or in the order confirmation and is not a guaranteed delivery date.
Orders may be delayed by inventory availability, address verification, carrier restrictions, weather, holidays, safety requirements, or events outside our reasonable control. We will send an update when a material delay becomes known.
03
Tracking and order issues
When tracking is available, it will be sent to the email used at checkout. Tracking may take time to update after a label is created.
Inspect the package promptly after delivery. If it arrives visibly damaged, incomplete, or appears lost in transit, contact support@sierro.us and keep the product, shipping carton, labels, and packing materials. We may request photos or other information needed for a carrier claim.
04
Returns
Every return must be authorized by Sierro before shipment. Contact Support with your order number, product model, serial number when applicable, reason for return, and relevant photos or video.
- Products must be safely packaged according to Sierro's instructions and include the original components requested for inspection.
- Do not ship a damaged, swollen, leaking, smoking, or otherwise unsafe lithium battery product. Move away from the product and contact emergency services when necessary, then contact Sierro for instructions.
- Products purchased from another seller should be returned through that seller unless Sierro confirms otherwise.
- Requests involving a manufacturing defect are evaluated under the Sierro Limited Warranty, including the 15-day replacement provision.
05
Refunds
If a refund is approved, it is issued after the authorized return is received and inspected. Approved refunds are generally sent to the original payment method. Your bank or payment provider may require additional time to post the funds.
Where permitted by law, deductions may apply for missing items, avoidable damage, or value lost through handling beyond what is reasonably needed to inspect the product. Return shipping responsibility is confirmed during authorization.
06
Order changes and cancellations
Contact Support as soon as possible if you need to change or cancel an order. We cannot guarantee changes after fulfillment has begun or a carrier has accepted the shipment.
If an order cannot be changed, Support will explain the available options after delivery. Refused or undeliverable shipments may be subject to the costs permitted by applicable law.