Frequently Asked Questions

Neighborhood Solar Store is a Canadian-based, owned, and operated solar retailer. We supply residential, farm, off-grid, commercial, and time-of-use solar solutions to customers across Canada, offering expert system design, premium equipment, and long-term technical support.

We are a fully Canadian company with a team that understands Canadian climate, electrical codes, and provincial incentive programs. We provide free system consultations, competitive pricing from trusted suppliers (APS, Hoymiles, HES, Sol-Ark, Luxpower, EG4, Azgard, Ellios, and more), and long-term support for every customer.

We partner with certified local installers across Canada. Visit our Looking for Installation? page to learn more. We also provide detailed self-install guidance and technical support for customers who choose to install themselves — this guidance is always free.

A grid-tie (or grid-tied) system is connected to the utility grid. Solar panels generate electricity during the day, which is used in your home or exported to the grid. Most provinces offer net metering, which credits you for exported power. Grid-tie systems do not have batteries and do not provide backup power during outages.

A hybrid system combines grid-tie solar with battery storage. It can operate grid-connected, exporting and importing power as needed, while also charging batteries for backup or time-of-use optimization. During a grid outage, the system switches to battery power. Hybrid systems are ideal for homeowners who want both savings and backup capability.

An off-grid system operates completely independently from the utility grid. It uses solar panels to generate power, batteries to store it, and an inverter/charger to deliver clean AC power to your loads. Off-grid systems are sized to meet all your energy needs without any grid connection — ideal for remote cabins, rural homes, and properties where grid connection is cost-prohibitive.

Time-of-Use pricing means your utility charges different rates depending on when you use electricity — typically much higher during peak hours (mornings and evenings). A solar + battery system allows you to generate and store power when rates are low, then use stored energy during peak hours, dramatically reducing your electricity bill.

Browse products in our Shop section, add items to your cart, and complete checkout. All orders are confirmed by phone or email before we process and ship — this is part of our order security workflow to protect every customer.

We use PayPal as our primary payment processor for its security and speed. PayPal accepts major credit cards, debit cards, and PayPal balance. All orders are confirmed before payment is fully processed — we will never charge you without first verifying your order.

After you place your order, it will typically be fulfilled within 2 business days, but may take up to 5 business days depending on the season and size of the order. Your order may ship in multiple shipments, which will be noted on the packing list.

Here is what happens step by step:

1. Your order is sent to the warehouse for fulfillment and joins the fulfillment queue in the order it was placed.
2. The warehouse begins packaging — larger orders may take longer due to size and weight.
3. We organize shipping with a carrier. The carrier selected will depend on shipping destination, size, and weight.
4. Once shipping is organized, you will receive a separate email with tracking details.
5. For freight shipments, appointment delivery will be booked — the freight company will contact you directly to schedule.
6. When your shipment is delivered, inspect each piece of equipment for damages. Any damages must be acknowledged on the driver's bill of lading, and photos must be taken and reported to us within 48 hours.
7. Confirm all equipment on the packing list has arrived.
8. It is strongly recommended to have an extra person available for unloading.

Yes. All solar panels over 200W must be purchased in quantities of 2 or more for adequate protection during shipping. If you need a single panel, please contact us to arrange in-store pickup.

All products are covered by the applicable manufacturer’s warranty. Aside from any item reported as damaged in transit — within the timeframe and process set out in our Shipping Policy — we do not offer any warranty beyond the manufacturer’s warranty for that item. For any warranty claim, we’re always happy to help direct you to the right manufacturer support and resources.

Yes — and consultations and system designs are always free. Wire diagrams, blueprints, and line diagrams are included with full system purchases. They are also available as a standalone design package. Self-install guidance and installation manuals are always provided free with your order. Learn more about our design services.

All large orders require a custom shipping quote — shipping costs depend on the size, weight, and destination of your order. We will confirm exact shipping costs as part of your order confirmation process before any payment is collected.

We work with multiple freight and parcel carriers depending on your location, order size, and weight — similar to the approach used by leading Canadian solar retailers. The specific carrier will be confirmed at the time of shipping. For freight deliveries, appointment scheduling will be arranged directly with you.

Yes. A signature is required on all deliveries without exception. Please inspect all items before signing and note any visible damage on the delivery receipt. Contact us within 48 hours of delivery to report any issues.

Yes. We provide detailed wire diagrams, installation manuals, and technical support for self-installers — all free with your order. Final electrical connection to your grid or main panel should be done or inspected by a licensed electrician to meet Canadian Electrical Code requirements.

Absolutely. We provide long-term technical support for all customers — installation questions, troubleshooting, system design changes, commercial and residential systems, monthly reviews, and upgrade guidance. Contact us any time by phone or through our support ticket system.

All returns are subject to a 25% restocking fee. Items must be in original unused condition and original packaging. Returns must be initiated within 30 days of delivery. The customer is responsible for return shipping costs. See our full Returns Policy for complete details.

Note any damage on the delivery receipt before signing. Contact us within 48 hours with photos of the damage. Do not refuse delivery — accept the shipment, document all damage thoroughly, and contact us immediately at support@neighborhoodsolarstore.ca.