Quick answers
Questions? We've got you.
The most common questions about products, orders, shipping, returns and payments.
Products
Are your products covered by a warranty?
Many products are covered by the manufacturer's warranty. Terms vary by brand and product; contact us if you need help with a warranty claim.
How do I know which product is compatible with my setup?
Product pages list the available options and specifications. If you are unsure, email contact@tolbury.shop before ordering and we will help you choose.
Do I need an electrician to install a home backup system?
Some whole-home backup products connect to your home's electrical panel. Requirements vary by product and local code, so consult a licensed electrician before installing.
Why can't some products ship to California?
Some products have destination restrictions, noted on the product page. For example, the Anker SOLIX Smart Generator 5500 is not CARB-approved and cannot be shipped to California.
Orders
Can I change or cancel my order?
Contact us as soon as possible at contact@tolbury.shop with your order number. We can usually make changes before the order has been dispatched.
Can I change my shipping address?
Yes, contact us as soon as possible. We can usually update the address before the order has been dispatched.
How can I track my order?
We email tracking information when your order ships. Use our Track Your Order page.
Shipping
How much does shipping cost?
Standard shipping is free on all U.S. orders, with no minimum spend. An Express option is available for an additional cost; the available options and prices are shown at checkout before you pay.
Where do you ship?
We ship to addresses within the United States.
How long does delivery take?
Orders are processed within 1–2 business days. Standard delivery then takes about 5–8 business days. These are estimates, not guarantees. See our Shipping Policy.
Returns & refunds
What is your return policy?
You can request a return within 30 days of delivery. Items should be unused, in reasonable condition and returned with all parts, accessories and original packaging where possible. See our Refund & Return Policy.
How do I start a return?
Email contact@tolbury.shop with your order number, product name, delivery date and reason. Please do not send an item back before receiving instructions.
What if my item arrives damaged or incorrect?
Email us within 30 days of delivery with your order number and clear photos of the item and packaging. We will offer a replacement, exchange or refund.
When will I receive my refund?
Refunds go to your original payment method and usually take 7–14 business days from your return request.
Payments
Which payment methods do you accept?
The payment methods available for your order are shown at checkout.
Is checkout secure?
Yes. Checkout is hosted by Shopify and payment details are entered on Shopify's secure checkout page.
Are taxes included in the price?
Prices are shown before tax. Any applicable taxes are calculated at checkout before you pay.
Customer support
How can I contact you?
Email contact@tolbury.shop, call +1 859 337 4011 or use the form on our Contact page.
What should I include when I contact you?
Your order number, the email used at checkout and a short description. For damaged or incorrect items, please attach clear photos.