FAQ / Presale FAQ
🛒 Ordering & Payments
Q: What payment methods do you accept?
A: We accept major credit/debit cards (Visa, MasterCard, American Express), and PayPal.
Q: Will I be charged sales tax?
A: Orders shipping within the U.S. Virgin Islands may include applicable taxes as required by law. Mainland U.S. orders will calculate sales tax automatically at checkout.
Q: Can I split payments or use installments?
A: No, unfortunately we do not offer Shop Pay Installments at checkout at the moment.
⚡ Presale Policy
Q: What does “Presale” mean?
A: Presale means you’re purchasing a product before it arrives at our warehouse. This reserves your spot in our first shipment.
Q: When will presale orders ship?
A: All presale items are expected to ship in Early- Mid Fall (Sept-Oct) 2025.
Q: Can I cancel a presale order?
A: Yes, you can cancel anytime before shipping for a full refund.
Q: What if my order is delayed?
A: We’ll notify you immediately. You can choose to keep your order or request a refund.
Q: Will I be charged now or later?
A: Presale items are charged in full at checkout to confirm your order.
📦 Shipping & Delivery
Q: Where do you ship?
-
St. Croix: Pickup and delivery available on-island.
-
St. Thomas & St. John: Generator and solar products ship via Freight to Port.
-
Mainland U.S.: Ships directly via UPS, FedEx, or USPS.
Q: What is “Freight to Port”?
A: Freight to Port means we ship your generator or solar unit to the nearest port (St. Thomas or St. John). You’ll receive instructions to pick it up when it arrives.
Q: Do you ship internationally?
A: At this time, we ship only within the U.S. Virgin Islands and the mainland United States.
Q: How long does shipping take?
A:
-
Local orders (St. Croix): 2–4 business days once available for fulfillment.
-
St. Thomas & St. John freight shipments: 5–10 business days after release from our warehouse.
-
Mainland U.S.: 5–7 business days via ground shipping.
🔄 Returns & Refunds
Q: What is your return policy?
A: You may request a return within 14 days of delivery. Items must be unused, in original packaging, and in resellable condition.
Q: How do refunds work for presale items?
A: Refunds are available anytime before shipping or if the vendor cannot supply your order.
Q: Are there any items that cannot be returned?
A: Certain items, such as final sale products, digital downloads, and opened consumables, may not be eligible. Please see our full return policy for details.
🔌 Product Support
Q: Do generators/solar products come with a warranty?
A: Yes. All power products come with the manufacturer’s warranty (EcoFlow, etc.), usually ranging from 12 months-5 years depending on the model.
Q: Where can I find manuals or setup help?
A: Product manuals are included in the box and may also be available on the manufacturer’s website. For setup assistance, contact our support team.
Q: Do I need an electrician for installation?
A: Smaller units are plug-and-play. Larger systems (like home backup setups) may require a licensed electrician.
📧 Customer Support
Q: How do I contact you?
A: You can reach us at support@leidbackofficial.com or through our contact form.
Q: What are your support hours?
A: Support is available Tuesday–Saturday, 5PM – 10PM AST. Messages received outside these hours will be answered the next business day.
Q: Where are you located?
A: We are proudly based in St. Croix, U.S. Virgin Islands, and serve customers throughout the U.S. Virgin Islands and mainland U.S.