NEWS: On June 1 2024 Shorai Service LLC acquired only the assets, trademarks, and rights to distribute Shorai brand battery products in North America. Unfortunately, the previous owner became insolvent after distributor/customer Tucker Rocky's failure to pay their very large debt to Shorai in 2023. Note that Shorai Service LLC has no legal obligation to honor any contracts prior to June 1 2024, including warranty support promises that were made by any previous brand owners or entities like Tucker Rocky. However, Shorai Service LLC is dedicated to re-building the Shorai Battery brand in North America, and making many new, happy customers. As such, we will be honoring the warranty on all past sales within the 48 Continental United States, and have even increased the pro-rated discount in months 14 to 18 from 50% to 65%. Unfortunately shipping regulations have changed recently which makes it impossible for us to ship products to Hawaii and Alaska, and so we will not be offering legacy warranty support for those locations, nor can we make new sales. Warranty support is also being offered to our Canadian customers for all sales after June 1 2024, as long as shipping or customs regulations in future do not make futher support impossible.
Shorai Service LLC is dedicated to providing the best possible service for our customers. We really care about the quality of our products, and satisfaction for our patrons.
Since mid 2022 Shorai Batteries have included a Battery Management System that protects the battery from over-discharge. If you have a battery that is not cranking your vehicle well or not charging properly, then BEFORE you fill out a Warranty Claim please see the Charging Tips and Troubleshooting information to check the few simple, most common issues and get instructions on how to "unlock" a BMS-equipped battery so that it can be properly charged. Shorai Batteries which include a BMS will have a small red dot on the Front Label of the Battery itself.
Many other common Tech and Usage questions are already answered within our site. Please see the FAQ, Specifications and Install Guides before submitting tech questions via our online contact form.
Click here to email Shorai staff for any remaining questions after visiting the FAQ / Specs links above.
Click here to send us a product warranty or return application (read below first, please)
WARRANTY TERMS
Shorai offers a Limited, Pro-Rated Five-Year Warranty for Shorai batteries, for defects in material and/or workmanship, pertaining to sales originating and delivered within the United States.
The warranty is divided into three periods from date of purchase within the USA, as follows:
| Month | 1~13 | 14~18 | 19~60 | |
| Discount from MSRP | 100% | 65% | 50% |
All warranty claims for products purchased and delivered within the United States are handled directly by Shorai Service LLC. only. Do not contact your reseller for warranty claims. See the Warranty Form for online submission of warranty claims, and to get your Return Merchandise Authorization (RMA#) assignment. Replacement batteries are to be issued by Shorai and sent directly to the customer. No dealership is authorized to issue a replacement battery without prior written authorization from Shorai .
Please do NOT return any product without an RMA# or before Shorai has contacted you. In many cases issues can be solved prior to return.
Conditions which will void warranty
- Opening the battery case will void the warranty
- Applications Not listed on the Shorai website product finder such as: Aircraft, Automotive, Go Karts, Motive power (Shorai as main power source, not engine starter).
- Over-voltage charging, or other error by charger or user setting of charger.
- Use in excess of cranking (CCA) specifications (incorrect use in custom vehicle, etc)
- Short circuit of main terminals or BMS port
- Short circuit caused by improper installation
- Improper connections to the 5-pin BMS port
- Over-discharge (i.e. resting voltage allowed to fall below 12.8V/6.4V for Lfx 12V/6V types)
- Physical Damage to the battery occurring after purchase (impact, etc)
For custom vehicles if you have a stock motor pulled from another vehicle, then you can use our battery finder to select the battery that the motor came from as long as the starter gearing is the same. If you have any other questions, please give us a call and we will assist you.
Returns:
Required for returns:
- The original receipt of purchase (submit digital copy when you fill out the warranty request)
- The Shorai-Issued RMA# (you will get this in email after filling warranty request)
Returns without Receipt and/or RMA# may only be replaced at 25% discount from Shorai MSRP (suggested retail) price for that battery type, plus return shipping charges.
Customers are responsible for paying initial shipping charge to return batteries within their first year to Shorai Service for anaysis. For batteries outside the first twelve months of warranty, for which pro-rated replacement is available, we may require you to perform some checks and procedures, but generally do not require the battery to be returned for analysis.
Please carefully tape up the battery terminals and pack the battery in the original gift box and packaging materials if possible. Be sure the box is sufficiently strong and the battery is protected from impact damage. The battery MUST be double boxed. Include your Name, Address, Cell# and Email Address inside the box. Take the battery to UPS or FedEx, where they can supply the appropriate HazMat shipping labels. You cannot return Shorai Batteries via USPS.
We will test the battery at the level of each individual cell, do the appropriate load test, and check charging response. We can typically perform the tests on the same business day that your battery arrives. If we find any problem with the battery we will get you the appropriate replacement right away. If your tuned-up battery passes all QC, we'll ship it back to you for free!
In cases where Shorai products are purchased within the Unites States but delivered to countries outside the United States, shipping charges will apply for warranty-replacement cases.
NON-WARRANTY RETURNS
Any merchandise in “new” condition which was originally purchased via the Shorai website may be returned to Shorai within 30 days of purchase. For "as new" returns to other sellers, please consult your seller for their terms.
Merchandise must be accompanied by a Return Authorization Number, copy of receipt or order number, and all original packaging in "new" condition.
Refunds will be granted less the actual original shipping cost if it was a "free shipping" item. A restocking fee may be assessed - or refund entirely refused - in case the product or packaging is damaged, depending on severity.
SHIPPING DAMAGE
Any item damaged in transit must be reported to the SHIPPER IMMEDIATELY upon opening of the package, and also Shorai. All original packaging must be retained until further notice. Shorai will respond with instructions ASAP, after consultation with the shipping agent.
SHORAI PRODUCT SERVICE CENTER (mailing only. no service staff)
1912 N Higley Rd
Mesa, AZ 85205-3306
TEL: 408-720-8821
Business hours: M~F 8:00 a.m. to 4:00 p.m. PST
Phone Hours: M~F 12 p.m to 4 p.m PST