If for any reason you are not satisfied with your gear in the first 30 days – enjoy no hassle returns. This applies only to new products purchased directly from goalzero.com. All products are covered from defects under normal use for at least one year. For more information, visit Warranty & Returns in our Support center.

Support

We are here to help you. Find it here or call us at 1-888-794-6250 or email support@goalzero.com

Goal Zero - Frequently Asked Questions

SHIPPING & DELIVERY

How do I check the status of my order?

You will receive an email confirmation with your tracking number once your order has shipped from our warehouse. If you didn't receive this email, check your spam or junk email folder or contact us by phone at 1-888-794-6250 or by email at support@goalzero.com You can also view tracking numbers once your order has shipped by logging into your customer account.

How do I place an order if I am outside of the United States?

For some countries, you can place your order right on our website. Add the items you would like to the shopping cart. We have partnered with a vendor to give our customers an international shopping cart. You can checkout and be charged in your own currency. You can even choose to pre-pay any duties or customs fees so you will owe nothing additional when you package is delivered. We are not able to transact and ship to all areas of the world. If you need assistance please contact support@goalzero.com

Do you ship to AFO/PO Boxes?

Yes, we use USPS to deliver to any AFO/P.O. Box. Be aware that these orders are limited based on products weight, size, and hazmat. Delivery dates are an estimate and not guaranteed with USPS. Contact our Solutions Center at 1-888-794-6250 for additional information.

When will my order arrive?

You have the option of shipping using United Parcel Service (UPS) or United States Postal Service (USPS). Shipping is guaranteed and tracking information is provided using UPS. Delivery data is an estimate and not guaranteed with USPS.
2-Day and 3-Day Shipping: If shipping by air, place your order by 1:00pm MST Monday - Friday
Ground Shipping: All ground orders placed by 1:00pm MST Monday - Friday will ship from our warehouse within 36 hours.

COMPANY

What does the name Goal Zero mean?

That's a hard one to answer – so much in two words. When there were five of us sitting around a table, dreaming about what we wanted our company culture and mission to be, we kept coming back to our roots of empowering people and taking a risk in a new industry. What came out of these discussions was our mission statements: ZERO apathy – we take risks, we're passionate about what we do and we are brave. ZERO boundaries – we don't take no for an answer. We find solutions and create products that people didn't even know that they needed. ZERO regrets – we work hard and we play hard. GOAL ZERO isn't just a company, it's a business created by people who live life to its fullest, with a shared vision inspired by the passion for adventure, respect for the planet and a humanitarian heart. We're a company that equips families and individuals seeking to improve the outdoor experience with the most innovative portable power products on the market. Field-proven in some of the most remote places on earth, we are working to continually deliver smart, innovative power solutions that will change the way you adventure.

Is Goal Zero publicly traded?

Our parent company NRG Energy is a Fortune 200 company and is traded publicly under the symbol "NRG".

Why did NRG Energy purchase Goal Zero?

NRG Energy is one of the most forward thinking energy companies in the world. They're leading customer-driven change in the U.S. energy industry by delivering cleaner and smarter energy choices.

NRG and Goal Zero are both working to redefine the way power is generated and used. NRG has millions of customers across the nation and supplies a large array of power options like rooftop solar, electric vehicle charging networks and access to 100% renewable power. NRG's approach to the future of energy is why Goal Zero fits so well into their family.

Becoming part of the NRG family allows Goal Zero to drive innovation, create better products and empower more people throughout the world. In addition, NRG shares Goal Zero's passion for humanitarian work.

GOAL ZERO YETI APP QUESTIONS

Can I connect to the Internet and surf the web using my Goal Zero Yeti?

Nope. The Yeti 1400 and 3000 Lithiums don’t act as WiFi routers or WiFi hotspots. For the technophiles, the Yeti Lithiums are WiFi clients, meaning they can detect the signal, connect to it, and maintain the connection – they are not access points or broadcasters.

Can I connect directly to my Goal Zero Yeti without a WiFi network? Like when I’m camping?

Not yet. We’re looking at adding this feature to the Yetis soon, and you’ll be able to update the firmware through the Yeti App when it’s released. In the meantime, you can use a mobile hotspot to connect your Yeti to the Yeti App when it is not in the presence of a WiFi network.

I want to connect to multiple Goal Zero Yetis, how can I tell them apart?

First, we recommend connecting to a Yeti one at a time. This cuts down on numerous Yetis giving off signals at once. Second, once you have each individual Yeti connected to your device, you can rename Yetis within the App. However, changing a name will only be visible on your device.

Do I have to change the password?

It is completely up to you. If you do, we recommend writing it down in a safe place.

I can’t find the WiFi button on the Goal Zero Yeti, HELP!

It’s OK, it happens. Open up the lid of the Yeti, you’ll see two inputs and, in between them, two buttons. One button has three green lines above it, the other a green circle around it. The button with three green lines above it is the WiFi button, the other is for resetting the Yeti (see the Yeti’s User Manual for more info on that).

Should I ever turn my Goal Zero Yeti’s WiFi off?

Yes. Although the WiFi only pulls a small amount of power (about 84mA), it can slowly drain the Yeti’s battery if left on and searching for a device it recognizes. For example, if you’re headed out camping without access to the internet and no one is bringing a hotspot, we recommend turning the Yeti’s WiFi off. Just press and hold the Yeti’s WiFi button until the WiFi icon on the screen turns off.

I just came back from camping without WiFi access; will my Goal Zero Yeti reconnect automatically?

No, just press and hold the Yeti’s WiFi button for one or two seconds and the Yeti will reconnect. You’ll notice the WiFi icon on the screen go solid.

What happens during a Goal Zero Yeti Firmware update?

Once a firmware update has been initiated in the Yeti App, the Yeti’s WiFi icon will begin flashing quickly on the screen and you’ll notice a beeping; this can go on for three to five minutes. When the Yeti screen goes blank, do not press buttons. Once the firmware update has completed, the Yeti will go back to its previous state and you’ll be good to go.

Help! I forgot my Goal Zero Yeti’s password.

Again, it’s OK. It happens. To reset the Yeti’s password, you will have to perform a reset on the entire unit, meaning you’ll have to reconnect to it with your device, and reconnect it to the WiFi network. Press and hold the UNIT and INFO buttons for five seconds.

GENERAL PRODUCT QUESTIONS

How durable are Goal Zero products?

Our gear is meant to power you anywhere you need it. We make sure to test it in some of the toughest environments possible, from Everest basecamp to remote villages in Kenya, so we know it’ll work whenever, wherever you need it. That being said, we recommend checking the details of each product for durability ratings. For example, the Venture Power Banks feature advanced ruggedizing techniques used in manufacturing to withstand the elements; the Goal Zero Yeti Portable Power Stations should be kept dry at all times. All of our solar panels are designed to be outside soaking up as much sun as possible, even if that means withstanding a storm (or several). Check the individual product user guides for more information.

What’s the deal with battery lifecycles?

Lifecycles refer to how long batteries maintain their rated capacity. When you completely drain a battery from 100% to 0%, you’ve gone through one cycle, and the lifecycle rating for batteries is dependent on its type, or chemistry. Lead-acid batteries are rated for 200-300 cycles, lithium batteries for 500-800 cycles. Now, at the end of these rated lifecycles, most batteries will continue to function, meaning they’re still usable; however, you will notice a decrease in total capacity due to battery degradation, so your runtimes won’t last as long as they used to. Think of your cellphone after two or three years of use, same idea. Again, battery chemistry will affect the amount of usable capacity after rated lifecycles. It’s always a good idea to maintain the health of the batteries inside your Goal Zero products, check user guides for specifics.

What types of batteries does Goal Zero use?

We use a variety of different battery technologies. We use the following types: Nickel Metal Hydride (NiMH), Li-NMC and Sealed Lead Acid batteries (AGM Lead-Acid). Check the product technical specifications on the product page to view for a particular product.

Visit our blog post "Lithium Explained" to read more about lithium.

I have a specific question about a product, where do I find this information?

We have a robust Q & A section on each product page. Go to the product in question and most likely your answer will be found here. If not, live chat, email or phone support is always an option.

Once fully charged, how long will your power packs hold a full charge if unused?

If unused, power packs are typically capable of holding a full charge for 4-6 months. However, we highly recommend charging the battery every 3-4 months for a healthy lifespan and storing the power pack plugged into the wall or solar panel.

How do I know if my device will work with the Yeti?

First, you’ll need to determine the amount of power your device requires. This may require some research on your end, a good online search or examining the user guide for your device should suffice.

For example to be compatible with the Yeti 400, you should use devices that require less than 300W. Second, you will need to check the capacity for the individual output ports. For example, the AC port of the Yeti 400 is monitored by an inverter that allows for 300W of continuous power. This means if your device is a pulling more than 300W for an extended period of time, the Yeti’s inverter will shut off. Once you know your device is compatible, you’ll want to determine how long you’ll be able to power your gear from the Yeti.

How long will the YETI run my device?

Here’s a quick and dirty lesson in power:

All Goal Zero rechargers have a number in their name, ex. Guide 10 Plus Recharger, Goal Zero Yeti 400 Portable Power Station. These numbers refer to the Watt Hours (Wh), or the amount of energy that can be stored in each battery, and can help estimate how long your gear will run from each recharger. For example, a 400Wh battery should run a 100W light for 4 hours (400/100=4). If your gear falls within the 400Wh capacity of the Yeti, you’ll want to check the restrictions on each of the output ports. When you’re deciding on what to power from your new Goal Zero power bank, do some research into your device’s wattage consumption.

What do the different display options mean?

Your Yeti’s LCD display is an advanced feature designed to help you better understand power and monitor your consumption. The INPUT side reflects the amount of power your Yeti is receiving while it’s charging. The OUTPUT side indicates the amount of power the devices you have plugged in are pulling out of the Yeti. For more specific information on the exact Yeti unit you have refer to the products user guide.

My Yeti is beeping...what does that mean?

Plug your Yeti into a power source, like a solar panel or outlet, as soon as possible. This chirping is to alert you that your Yeti's battery is low and needs to be charged.

Why is the light on the AC button blinking on my Yeti Lithium?

A blinking light on the AC button indicates that at the current load, the AC inverter will be shutting off soon; you should also see RESERVE MODE blinking on the display.

Can I take my YETI on a plane?

No. Under FAA regulations you are not allowed to take any battery exceeding 100Wh on a plane. For the most up to date information visit FAA Pack Safe.

Can I power devices from the Anderson PowerPole ports on the side of the Yeti 400 lead acid?

No. There is no under-voltage protection built into the Anderson PowerPole ports on the side of the Yeti 400, meaning if you try to power devices from these ports you could damage the battery. These ports are meant for chaining other Yeti 400s for longer runtimes.

What is the difference between Modified-sine wave inverter and Pure-sine wave inverter?

Modified-sign wave inverters are the most common inverters on the market. They work great with small electronic equipment, usually anything that includes an AC power cable with the box, like what your laptop comes with. Pure-sign wave inverter produces an output that is exacly the same as supplied by an AC wall plug in your house. Although integrating a pure-sine wave inverter takes more components, it produces power output that makes it compatible with almost all AC electric devices you use in your house.

Do I need any additional cables in order to use my power pack and solar panel?

While all the cables that are needed for you to use your power pack and/or solar panel are included you may find it more convenient to have additional accessory cables, click here to visit our accessory page.

Where can I purchase Goal Zero products?

You can purchase all of the Goal Zero products 24/7 from www.goalzero.com. However, Goal Zero products are available at retailers including Sports Chalet, Cabelas, Wholesale Sports, Sportsmans Warehouse, Bass Pro Shops, Eastern Mountain Sports, Emergency Essentials, REI, HTO, Gander Mountain, Costco, Best Buy and Lowes. However, not all of these retailers carry our full line of products. For locations near you, check our store finder.

I would like to activate my warranty. How do I do this?

You can do this online, visit product registration in our support area to fill out your information.

Where can I find product manuals or user guides?

Visit User Guides online in the support area or visit the product detail page for the product you are interested in.

GENERAL QUESTIONS

Where are your products made?

Our products are designed, engineered and tested here in our Utah headquarters and manufactured in our China factory.

I lost my product. Do you replace lost products?

Unfortunately, we don't replace lost products under our warranty. If you have additional question, contact support. 1-888-794-6250

Do you offer military discounts?

Yes, we currently offer active military personnel a discount. You will need to verify military status with our customer service department and place your order by calling 1-888-794-6250.

Do you have a dealer program? I would like to sell your products.

Yes. For more information contact USsales@goalzero.com for domestic or INTLsales@goalzero.com for International inquires.

When is there going to be a Costco Roadshow in my area?

Click here to view all roadshows in your state.

Can I be notified if you ever offer any discounts or new products?

Sign up to receive our email communications in the footer of the website. You will be the first to know about any email exclusive deals and product launches.

I did not find the answer to my question, how can I reach you?

Please feel free to reach us toll-free at 1-888-794-6250, e-mail us at support@goalzero.com or chat live with a Goal Zero representative during business hours by clicking the chat icon in the lower right hand corner of the website.

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