Shipping Policy

Shipping Policy

Last Updated: September 30, 2026

This Shipping Policy applies to products purchased through the official Marstek online store (marstekenergy.com).

We are committed to providing safe, reliable, and efficient delivery services. This policy explains order processing, delivery times, shipping methods, shipping costs, shipment tracking, and how we handle issues that may occur during transportation.

1. Shipping Destinations

The official Marstek online store in Germany currently supports delivery to the following destination:

Shipping Destination

Delivery Available

Germany

Yes

Delivery may not be available to certain remote areas, islands, or special addresses.

If your delivery address is outside our service area, our customer service team will contact you promptly.

2. Order Processing Time

Standard Order Processing Time

Orders are generally processed and handed over to the shipping carrier within 1–3 business days. Order processing time does not include weekends or German public holidays.

Order processing may take longer under the following circumstances:

  • Promotional campaigns;
  • New product launches;
  • Peak sales periods with high order volumes;
  • Extreme weather or other force majeure events;
  • Warehouse or logistics operational disruptions.

If there is a significant change to the estimated delivery time, we will notify you by email or through other appropriate means.

3. Estimated Delivery Time

After an order has been processed and shipped, the estimated delivery time is 2–4 business days.

Please note that order processing time and shipping time are two separate stages. Therefore, the estimated total time from successful payment to final delivery is:

Order Processing Time + Shipping Time

Actual delivery times may be affected by:

  • Delivery address;
  • Shipping carrier;
  • Product type and size;
  • Public holidays;
  • Weather conditions;
  • Logistics peaks;
  • Other factors beyond our reasonable control.

The above delivery times are estimates only and do not constitute a guarantee of a specific delivery date.

4. Shipping Methods and Carriers

Marstek will select an appropriate shipping method and carrier based on the products included in the order, the delivery address, and warehouse availability.

The main shipping carriers currently used include:

  • DPD
  • DHL
  • DSV
  • GEL

Different shipping methods may be used for different types of products.

For example:

  • Small accessories: parcel delivery;
  • Energy storage equipment: bulky or specialized freight delivery;
  • Palletized products: pallet transportation.

The specific shipping method will be arranged by Marstek based on the actual circumstances of the order.

5. Shipping Confirmation and Tracking

After your order has been shipped, you will receive a shipping confirmation email.

Where applicable, the email may include:

  • Order number;
  • Shipping information;
  • Shipping carrier;
  • Tracking number;
  • Tracking link.

You can use the tracking link to check the delivery status of your order. Tracking information may take some time to be synchronized with the carrier's system.

If the tracking information has not been updated for 7 business days, please contact our customer service team.

6. Delivery Address

Please ensure that your delivery information is accurate and complete when placing your order, including:

  • Recipient's name;
  • Street and house number;
  • City;
  • Postal code;
  • Country/region;
  • Telephone number;
  • Other information necessary for delivery.

If delivery is delayed or fails, the package is returned, or additional delivery is required due to incorrect or incomplete delivery information provided by the customer, any resulting additional costs or delays may be borne by the customer.

If you notice that your delivery address is incorrect, please contact us as soon as possible. Once an order has been shipped, we may be unable to modify the delivery address.

7. Delivery of Large and Heavy Products

Certain Marstek energy storage products are relatively large and heavy and may therefore require special delivery arrangements.

For large products:

  • Specialized freight or pallet delivery may be used;
  • A signature may be required upon delivery;
  • Some orders may require advance scheduling of the delivery time;
  • Delivery conditions may vary depending on the availability of local logistics services.

The actual delivery method will be determined based on the arrangements for the specific order.

8. Delivery Delays

Although we will make reasonable efforts to deliver orders within the estimated delivery time, actual delivery may be affected by factors beyond our reasonable control.

Circumstances that may cause delivery delays include:

  • Extreme weather;
  • Logistics peaks;
  • Public holidays;
  • Transportation issues;
  • Warehouse operational disruptions;
  • Customs or regulatory requirements;
  • Force majeure events.

If your order experiences an unusual delay or the tracking information has not been updated for an extended period, please contact our customer service team.

9. Failed Delivery

If the shipping carrier is unable to complete delivery, for example because:

  • The recipient is unavailable;
  • The delivery address is incorrect;
  • The recipient cannot be contacted;
  • Delivery is refused;
  • The delivery address cannot be accessed;

the carrier may arrange another delivery attempt, contact the customer, or return the package to the warehouse.

If delivery fails due to incorrect delivery information provided by the customer or other reasons attributable to the customer, additional redelivery or return shipping costs may apply.

10. Lost Packages

If the tracking information has not been updated for an extended period or you believe that your package may have been lost, please contact us promptly.

Marstek will investigate the matter with the shipping carrier based on the circumstances.

If the carrier confirms that the package has been lost, we will provide an appropriate solution based on the specific circumstances.

Possible solutions may include:

  • Reshipment;
  • Replacement shipment;
  • Refund;
  • Other appropriate solutions.

11. Damage During Transportation

If, upon delivery, you notice any of the following:

  • Significant damage to the outer packaging;
  • Visible damage to the product;
  • The product cannot function properly;
  • Missing accessories;

please contact us as soon as possible. We recommend inspecting the package and product condition upon delivery.

If there is visible transportation damage, please, where possible:

  1. Take photographs of the outer packaging;
  2. Take photographs of the damaged product;
  3. Keep the original packaging materials;
  4. Keep the product and all accessories;
  5. Contact Marstek Customer Service.

Where applicable, please submit a transportation damage claim within 3 business days.

Please do not dispose of damaged products or packaging materials without confirmation from Marstek Customer Service, as these materials may be required for a logistics investigation or transportation claim.

12. Delivery Signature

For certain large or high-value products, the shipping carrier may require a signature upon delivery.

If a signature is required, please ensure that someone is available at the delivery address to receive the shipment.

13. Returns and Exchanges

If you wish to cancel an order, return a product, or request an exchange, please refer to Marstek's Return and Refund Policy

The shipping rules set out in this policy do not replace Marstek's return, refund, or statutory consumer rights policies.

14. Warranty-Related Issues

If a product develops a quality issue during normal use, please refer to Marstek's Warranty Policy.

For issues covered by the applicable warranty, Marstek will provide an appropriate solution in accordance with the applicable warranty policy and German law.

15. Contact Us

If you have any questions regarding the delivery of your order, please contact us:

Customer Service Email: service@marstekenergy.com

When contacting us, we recommend providing:

  • Order number;
  • Recipient's name;
  • Tracking number, if available;
  • Delivery address;
  • Description of the issue.

This information will help us process your delivery inquiry more efficiently.

16. Statutory Consumer Rights

This Shipping Policy does not limit or exclude any mandatory statutory rights available to consumers under applicable German and European Union laws.

If any provision of this policy conflicts with applicable law, the applicable law shall prevail.

Marstek reserves the right to update this Shipping Policy from time to time. The version applicable to your order will be determined in accordance with applicable law.