Frequently Asked Questions

• Where are you located, and where do you ship from?

  Sapphire Energy is a Canadian-owned and operated company, based in Surrey, British Columbia.

  Our primary shipping location is Surrey, BC, and most orders ship directly from this facility. In some cases—such as special-order items or products fulfilled directly from a supplier—orders may ship from an alternate fulfillment location depending on availability.

  If you need confirmation of the shipping origin for a specific product or order, feel free to contact us and we’ll be happy to confirm the details before you place your order.

• Where do you ship to, and how long does delivery take?

  We ship across Canada and work with multiple carriers to get the best mix of cost and reliability for your location. Most orders ship within 1 business day once payment is confirmed. Transit time depends on your region and the size and weight of the items in your order (small accessories typically arrive faster than heavy battery shipments).

  Remote and rural destinations can take longer, and oversized or heavy shipments may require an alternate carrier or depot pickup.

  Important shipping note:
  Lithium batteries are required to ship via ground transportation in accordance with Transport Canada and applicable industry regulations. Other non-battery items may be eligible for express or air shipping options.

  If you’d like a better idea of your delivery timeline, feel free to contact us before ordering. Be sure to include what you’re looking to purchase and where you’re located so we can give you the most accurate estimate.

• Do you drop ship your products?

  No—Sapphire Energy is not a drop-shipping business. We stock our core product lineup and keep inventory on hand and ready to ship from our primary location in Surrey, British Columbia.

  Drop shipping is only used in limited, clearly defined cases, such as special-order items, custom or non-standard equipment, or products outside our normal stocked catalog. In these situations, fulfillment details are typically discussed in advance so there are no surprises.

  If you’re ever unsure how a specific product is fulfilled, feel free to contact us before ordering and we’ll be happy to clarify.

• How is shipping calculated for heavy items like batteries?

  Batteries typically ship free, so there’s no shipping calculation required on your end. In some cases, other heavy items may also qualify for free shipping promotions, depending on the product and current offers. Checkout will always show the expected shipping cost—whether it’s free or calculated—before you place your order.

  Other heavy items, such as copper battery cables, are calculated at checkout based on a combination of actual weight and, where applicable, volumetric (dimensional) weight. You’ll be presented with multiple shipping options at different speeds and prices so you can choose what works best for you.

  We don’t add markups or handling fees to shipping costs. In many cases, we’re able to pass along discounted carrier rates directly to you.

  Oversize items:
  Large products such as solar panels or other oversized shipments may require special freight handling due to carrier size and packaging restrictions.

  If there are ever any issues or unexpected constraints with a shipment, we’ll contact you before proceeding. If you’d like more information about shipping options for a specific item, feel free to contact us and we’ll be happy to help.

• Will I be charged GST / PST / HST?

  Yes. Applicable sales taxes are charged based on your shipping address and are calculated automatically at checkout in accordance with Canadian tax regulations.

  To ensure taxes are calculated correctly, the checkout process requires your shipping address to be entered. Once your address is provided, any applicable GST, PST, HST, or combination of these will be calculated and clearly shown before you complete your purchase, so you can review the total before placing your order.

  Business and reseller purchases:
  In some cases, PST exemptions may apply for qualified resellers. To be eligible, you’ll need to contact us before placing your order and provide your business details and applicable tax numbers. PST cannot be refunded after an order has been placed.

  Indigenous / reserve deliveries:
  Orders shipping to addresses located on qualifying Indian Reservations may be eligible for tax exemptions. These orders must be reviewed and processed manually, so please contact us in advance and we’ll confirm whether the purchase qualifies.

  If you have questions about how taxes apply to your order, feel free to contact us and we’ll be happy to help clarify before you check out.

• Can I change or cancel my order after placing it?

  We’ll do our best to help, but changes or cancellations are time-sensitive.

  If your order hasn’t shipped yet, contact us as soon as possible and we may be able to modify or cancel it. Be sure to include your order number so we can check the status quickly.

  Once an order has been processed, packed, or handed off to the carrier, changes or cancellations may no longer be possible.

  Custom and made-to-order items:
  Products that are custom-cut, custom-assembled, special-order, or made specifically for your order cannot be cancelled or refunded once production has started. These items are built to your specifications and cannot be resold, so all sales are final for custom products.

  If you’re unsure whether a product is considered custom or special-order, please contact us before placing your order and we’ll be happy to clarify.

• What happens if my order arrives damaged or incomplete?

  If your order arrives damaged, incomplete, or with missing items, please contact us as soon as possible so we can help make it right.

  We strongly recommend carefully inspecting your shipment before accepting it from the carrier, especially for large or heavy items. If you notice visible damage to the packaging, note it with the carrier at delivery and take photos before opening the shipment whenever possible.

  When reaching out, include your order number, a brief description of the issue, and clear photos of the packaging and affected items. This helps us resolve things quickly.

  For shipping-related damage, carriers often require documentation to process a claim. We’ll guide you through the next steps and coordinate with the carrier where needed.

  Please do not discard packaging materials until the issue has been reviewed, as they may be required for inspection or carrier claims.

  Once the issue has been reviewed, we’ll work with you toward an appropriate resolution.

Basics & Applications

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• What are LiFePO4 batteries and how do they work?

  LiFePO4 batteries, or Lithium Iron Phosphate batteries, are a type of lithium battery known for their safety, longevity, and high performance.

  They have rapidly become a popular choice for replacing lead acid based batteries in many applications including RVs, Bikes, Cabins, Trailers, Boats, etc.

  They don't emit flammable/poisonous/corrosive gasses while charging, and offer superior power output and usable capacity. They also have a significantly improved lifespan, offering 10+ years of service versus the typical 2-5 years of lead.

  Learn more in our blog

• What applications are best suited for Sapphire Energy's LiFePO4 batteries?

  Our LiFePO4 batteries are a great fit for RVs, off-grid living, and solar systems. They provide reliable energy storage and strong usable capacity.

  Most individual LiFePO batteries are not suitable for extra-high-demand starting applications where the demand can be hundreds of amps. For heavy loads, larger batteries or multiple batteries in parallel can be used to safely power your loads.

  Check our blog for more

• Can LiFePO₄ batteries be used as starting batteries?

  In most cases, no—LiFePO₄ batteries are designed for deep-cycle energy storage, not engine starting. However, there are some lithium-based starting batteries beginning to appear on the market that are specifically designed for that purpose.

  Starting engines can require very high surge currents. Most standard LiFePO₄ batteries are not designed for this type of load, and attempting to use them as a starting battery can trigger protections, cause voltage drop, or lead to premature wear.

  For most systems, the recommended approach is to use a dedicated starting battery for the engine and LiFePO₄ batteries for house loads, accessories, inverters, and energy storage. If you’re unsure about your application, contact us before wiring things up.

Sizing, Performance & System Design

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• How do I choose the right battery size (Ah) for my setup?

  Choosing the right battery size comes down to how much energy you use, how long you want to run without recharging, and how much reserve capacity you’re comfortable with.

  A good starting point is to estimate your typical power draw (watts), how many hours per day you use it, and whether you want one day of autonomy or multiple days between charges.

  LiFePO₄ batteries let you use most of their rated capacity, unlike lead-acid batteries that are often limited to about 50% usable capacity.

  Helpful read: How much battery do I need?. You can also browse our blog for more learning and examples.

  If you’re unsure which size is right, feel free to contact us with what you’re powering, how long you want to run between charges, and what charging sources you have.

• Can I run Sapphire LiFePO₄ batteries in series or parallel?

  Sapphire LiFePO₄ batteries can be connected in parallel to increase total capacity (Ah), and some models may also support series connections to increase system voltage (for example, 24V or 48V systems).

  Parallel connections are the most common and are generally straightforward, provided all batteries are the same model and capacity, and are fully charged to the same voltage before connecting.

  For best results, we recommend fully charging all batteries individually before connecting them together, especially when building a new parallel bank.

  Series connections require additional considerations and model compatibility. Before building a series or series-parallel system, please check your product documentation or contact us to confirm compatibility and best practices.

• Do I need fuses or breakers with LiFePO₄ batteries?

  Yes—proper fusing or circuit protection is essential when using LiFePO₄ batteries.

  While LiFePO₄ batteries include internal protections through the BMS, those protections are not a replacement for external fuses or breakers. External protection is there to protect your wiring and equipment in the event of a short circuit, wiring fault, or downstream failure.

  As a general rule, a main fuse or breaker should be installed as close to the battery’s positive terminal as practical, and it should be sized appropriately for your cable and system current.

  You can find compatible options in our Fuses & Circuit Protection section.

Safety, Protection & Battery Behavior

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• What safety features do your batteries have?

  Safety is a top priority. Our LiFePO₄ batteries include protections such as overcharge, over-discharge, short-circuit protection, and temperature protections to help keep your system operating safely.

• Why did my battery suddenly shut off?

  A LiFePO₄ battery will shut off when its internal Battery Management System (BMS) detects a condition that could damage the battery or connected equipment. This is a protective action, not a failure.

  Common reasons include low battery voltage from extended discharge, a load exceeding the battery’s limits (such as an inverter surge), a short circuit or wiring fault, or temperature protections being triggered.

  If the battery shuts off repeatedly or unexpectedly, it’s a sign something in the system may be undersized or misconfigured. Reviewing load sizes, wiring, and charge settings can help prevent future shutdowns.

• How do I wake up a battery after it shuts off?

  In most cases, waking up a LiFePO₄ battery is simple. If the battery has shut off due to a protection event or extended inactivity, connect a LiFePO₄-compatible charger. As soon as the BMS detects a valid charging voltage, it will typically re-enable the battery and allow normal operation to resume.

  After the battery wakes up, it’s a good idea to allow it to charge normally and check the Battery app to confirm there are no active protections.

  For additional guidance and screenshots, refer to the Bluetooth App Manual (PDF) on our Downloads page.

• Can I use these batteries in extreme temperatures?

  LiFePO₄ batteries can often be discharged in cold temperatures, but charging should not occur when the internal battery temperature is below freezing unless you have a self-heating model. Our batteries include low-temperature protections to prevent cold charging.

  If you expect cold weather operation, common solutions include installing batteries indoors, using an insulated enclosure, or choosing a model with built-in heating.

• Do LiFePO₄ batteries need ventilation, and are they safe to install indoors?

  LiFePO₄ batteries are considered one of the safest lithium battery chemistries and do not produce flammable, corrosive, or poisonous gases during normal operation or charging. Because of this, they do not require active ventilation in the way that lead-acid batteries do.

  This makes LiFePO₄ batteries suitable for indoor installations, including inside RVs, vans, cabins, and other enclosed spaces. In many cases, installing batteries indoors is also a great way to alleviate temperature-related concerns by protecting them from extreme cold or heat.

  While ventilation isn’t required for gas management, it’s still important to allow for normal heat dissipation, avoid sealed high-temperature environments, and leave space for wiring and service access.

• Do LiFePO₄ batteries require regular maintenance?

  LiFePO₄ batteries require very little routine maintenance compared to lead-acid batteries. A few best practices help maximize lifespan: avoid leaving the battery fully discharged for extended periods, store it at a partial charge for long-term storage, and periodically check that connections remain tight and corrosion-free.

• How should I store my LiFePO₄ battery when it’s not in use?

  For best results, store your battery at a partial charge (typically around 50–70%) in a cool, dry location—ideally between 10°C and 20°C. Avoid storing the battery fully discharged and periodically check voltage during long storage periods.

• How long can I expect my battery to last?

  With proper care and charging, LiFePO₄ batteries are designed for long service life and high cycle counts. Many customers see many years of reliable performance.

• What is the warranty on your batteries?

  Please refer to our warranty policy for model-specific coverage and details.

• How do I connect to my battery's Bluetooth?

  You’ll need to install the app on your device. Most reasonably modern phones and tablets can connect without issues.

  The easiest way is to scan the QR code on the top of your battery (if it has the sticker). If there is no sticker, search for “XiaoXiangElectric” in the app store. You can also find the download link (and manual) on our Downloads page.

  Helpful video: https://youtu.be/fbYpIPcM7IE

• My Bluetooth app won’t connect — what should I check first?

  If the app isn’t connecting, start with the basics: make sure the battery is awake (not in sleep/protection mode), Bluetooth is enabled on your phone/tablet, and you’re close to the battery (range can drop significantly through metal enclosures).

  Close and re-open the app, or toggle Bluetooth off and back on. Also check that no other device is currently connected—many BMS modules allow only one active connection at a time.

  On Android, Bluetooth scanning often requires Location permission to be enabled. If the battery has been sitting unused for a while, applying a charge or load can help “wake” it before connecting.

  Still stuck? Contact us with your battery model, your phone/tablet model, and what you’re seeing in the app.

• What do SoC, ChgMos, DisMos, Protection, and Balance mean in the Battery app?

  SoC (State of Charge) is the battery’s estimated charge level, shown as a percentage.

  ChgMos shows whether the BMS is allowing charging (ON) or blocking charging (OFF).

  DisMos shows whether the BMS is allowing discharge to your loads (ON) or blocking discharge (OFF).

  Protection is normally OFF (gray). It will turn ON (blue) when a protection feature activates, and the word “Protection” will typically change to a status or fault code indicating what triggered the protection.

  Balance indicates whether the BMS is actively balancing cells inside the battery (often near the top of the charge cycle).

  For screenshots and deeper explanations, refer to the Bluetooth App Manual (PDF) on our Downloads page.

• Why does my State of Charge (SoC) seem inaccurate in the Battery app?

  SoC is an estimate calculated by the BMS over time. It can drift if the battery hasn’t received a full charge recently, and it can also drift from very small continuous loads (often under ~1 amp) that are harder for many BMS units to track with high precision over long periods.

  In RV and off-grid systems, small loads like CO/propane detectors, tiny LEDs, and inverter idle/standby losses can add up and slowly skew the estimate.

  Most BMS units are actually more accurate during moderate to heavy charging or discharging, where current flow is easier to measure precisely.

  It’s helpful to ensure the battery receives a full charge periodically so the BMS can recalibrate and reset the SoC estimate.

  If you want far more precise long-term tracking (down to mAh resolution), a shunt-based monitor is the best solution. See our Battery Monitors.

• How do I monitor the health and performance of my battery?

  If your battery includes Bluetooth or an LCD display, you can view charge level, temperature, current, and other useful information in real time.

  If your battery doesn’t include built-in monitoring, a shunt-based battery monitor is the best way to accurately track charge status over time.

  Check our selection of battery monitors.

• How do I install a battery monitor?

  Battery monitors track charge level and consumption. Installation is typically straightforward using basic tools.

  Generally, the shunt (sampler) is installed between the battery’s negative terminal and everything else, so all current flows through it. Make sure it’s installed in the correct direction.

  Connect the shunt’s small positive sense wire to battery positive. Mount the display, run the communications cable, and secure wiring to prevent vibration issues.

  See our battery monitors here.

• What’s the difference between a battery charger and a solar charge controller?

  A battery charger is used with an AC power source (shore power, household outlets, or a generator) and converts AC power into the correct DC voltage and current to safely charge your battery.

  A solar charge controller is installed between solar panels and the battery. Solar panels produce varying voltage depending on sunlight conditions, and the controller regulates that power so the battery is charged safely and efficiently.

  Most off-grid systems use both: a charger for shore/generator charging and a charge controller for solar charging.

• Can I charge my LiFePO₄ battery when it’s cold out?

  Yes—as long as the battery itself is above freezing.

  LiFePO₄ batteries can safely be charged once their internal temperature is above 0°C (32°F). If the battery is too cold, charging is automatically blocked by the battery’s internal Battery Management System (BMS) to protect the cells from damage.

  If you operate in cold environments, common solutions include installing the battery indoors, using an insulated enclosure, or choosing a model with built-in self-heating.

  If you’d like help selecting the right approach for winter use, contact us and we’ll be happy to help.

• What charge voltages should I use for LiFePO₄ batteries?

  For most 12V LiFePO₄ systems, we recommend setting bulk/absorption charging voltages around 14.2V. This provides an excellent balance of usable capacity and long-term longevity, all while avoiding nuisance triggering of over voltage protections.

  Most batteries list a maximum charge voltage of up to 14.6V. Charging to that only adds a small additional amount of capacity—typically only 1-2% percent in real-world use. For many applications, that extra gain isn’t noticeable day-to-day, which is why slightly lower charge voltages are often preferred for routine charging.

  If you’d like help configuring a specific charger or solar controller, contact us and we’ll help you dial it in.

• Can I charge my battery and run loads at the same time?

  Yes—this is normal and expected in most battery systems. Your loads will draw power as needed, and any available charging source will replenish the battery at the same time.

• Where can I find manuals, spec sheets, and app downloads?

  You can find manuals, specification sheets, and mobile app links for our products on the Downloads page of our website.

  Product-specific information and documentation may also be linked directly from individual product pages, where applicable.

  If you’re unsure which document or app applies to your product, feel free to contact us and we’ll point you in the right direction.

• How do I know which model or version I have?

  The easiest way is to check the label on the product itself, which typically lists the model number and key specifications.

  You can also refer to your order confirmation email/receipt, which will include the exact product name you purchased.

  If you’re still unsure, contact us with any identifying details you have and we’ll help identify the correct documentation.