Frequently Asked Questions
Product Information and Technical Support
Click on the product below for more information and technical support:
Can I fly with my Helios Pack or Helios Bank?
All Helios Packs solar panels and Helios Bank power banks are TSA approved for both domestic and international flights. For specific packing/traveling instructions, including how to properly fly with a lithium battery - read below.
Can I pack my Helios Bank in checked luggage?
No. Since the Helios Bank lithium batteries are used to charge other electronics they are considered "spare batteries". TSA mandates that all spare batteries be stowed in your carry-on (hand) luggage. Spare batteries CANNOT be packed in checked luggage under any circumstance. Read the TSA's guidelines on power banks.
Is there a limit to how many batteries I can carry on?
For domestic flights there is no limit to the number of spare battery packs each passenger can carry on a plane if the individual battery is less than 100 Watt-hours. This applies to the Helios Bank.
Shipping and Ordering
How much is shipping?
Helios Packs provides shipping within the United States via USPS Priority Mail. The rate is calculated per order based on size, weight and destination.
Can you ship to my address?
Helios Packs is currently only shipping to the United States (including HI and AK). At this time we do not ship to AFO/APO, U.S. territories, or Internationally.
How long will it take for my Helios Pack or Helios Bank to arrive?
Orders are typically fulfilled and shipped by next business day and may arrive by USPS or UPS within 5-7 days.
Note: Due to the current COVID-19 Pandemic, there may be additional delays in fulfillment and shipping. We will contact you in the event your order is impacted and if you are unsatisfied with the expected time-frame, we will refund your order.
Warranty and Exchanges
One Year Warranty
Helios Packs backpacks, solar panels, and power banks are warrantied for defects in materials and workmanship for one year from the date of purchase.
Helios Packs will repair or replace any components which fail in normal use during this time period. You will be responsible for any shipping cost. This warranty does not cover failures due to abuse, misuse, accident, or unauthorized alterations or repairs.
To request warranty service, email email@example.com and include:
- Order Number
- Item(s) to be Repaired/Replaced
- Reason for Return (Warranty)
- Description of Warranty Issue
Exchanges and Refunds
You may exchange or request a refund on any Helios Packs product within 30 days of purchase.
To request an exchange/refund, email firstname.lastname@example.org and include:
- Order Number
- Item(s) to be Exchanged
- Reason for Return (Arrived Too Late / Changed Mind / Exchange / Warranty / Other)
- Requested Resolution (Refund / Exchange)
You will be responsible for any shipping cost. Once the product is returned its new condition, we will fulfill your request. Note, the exchange and refund policy does not cover products that are returned in a used condition - please see the instructions above for warranty requests.