Frequently Asked Questions

 

1. Where is the Neutral Wire?


Not all setups will have a neutral wire. Usually if there is a neutral wire it is white. However, this is not always the case. We highly recommend contacting an experienced electrician to ensure the correct wire is identified as the neutral wire.


2. How do I change my shipping address for an order I placed?


To change the shipping address on your order, this must be requested as soon as possible. Call (714) 569-9988 or write to us at support@topgreener.com. Our office hours are 8:00 AM-4:00 PM, Monday through Friday, Pacific Standard Time. We will do our best to accommodate.


3. My order is stuck in “Pending” status with your items on another site (Amazon, eBay, etc.)


If your order has been in a “Pending” status for more than 2 business days, please be sure to contact the customer service line through the company you purchased our items from.


4. I want to cancel my order, how do I do this?


Although we don’t want any order to be cancelled, we understand that there are times where you must cancel an order. We recommend contacting us at support@topgreener.com or calling us at (714) 569-9988. Please be sure to inform us of your cancellation request as soon as possible once you have decided to do so, as our team ships your items out very quickly. Our office hours are 8:00 AM-4:00 PM, Monday through Friday, Pacific Standard Time. We cannot guarantee the cancellation of an order, as it may have already shipped.


5. How do I disconnect the power to an outlet I want to remove or replace before installing your product?


First figure out which breaker powers the circuit that the outlet is currently drawing power from. The best way to do this is by trial and error. You will need a volt meter (hot stick) to tell if the wires are “hot” or not and start by switching off the breakers one at a time. You will then use the meter at the outlet to see if it is “hot” or not. You can also plug in a lamp or another obvious device if you don’t have a meter, it will turn off if the power is off. Our team also recommends labeling your breakers as you go with this task, so you will now which breaker powers which devices the next time you have to change a device.


6. My item is no longer functioning correctly or I am having difficulties with setting the device up properly. Can you help?


We can most certainly assist you with this! Our products have a one year warranty and we pride ourselves on providing great products to you. If your item can be fixed without the warranty, we have a great team of Technical Support agents that can be reached at support@topgreener.com and also by calling (714) 569-9988. Our office hours are 8:00 AM-4:00 PM, Monday through Friday, Pacific Standard Time.


7. I can’t see my TOPGREENER devices on the app but they are installed correctly, why is this?


This is likely due to the devices being installed on a 5.0 GHz frequency instead of the provided 2.4 GHz frequency for your Wi-Fi or Z-Wave connection. Both the products and your device (such as a mobile phone, tablet, etc.) must be on the 2.4 GHz frequency connection to have proper installation completed, from set-up to completion. This is due to the 2.4 GHz frequency spanning a much larger area and most importantly, the 5.0 GHz frequency not being about to go through solid objects, such as walls and floors as well as the 2.4 GHz frequency.


8. I want to buy a large number of items for my business/residence, can you give me a discount?


We absolutely can! Upon clicking on an item, you will be given the option of “Quantity Discounts Available” underneath the standard price for the item. These options will be available automatically with your purchase and we highly recommend taking advantage of the great prices. If you would like to order even more items than the listed discount amounts, please click on “Request a Quote” near the top right of your screen at any page on Topgreener.com and you will be able to proceed further with an easy to create account.


Still Need Help?


Contact our customer service department to speak to a knowledgable representative. For contact information and hours of service, click here.