DO NOT return this SNOW JOE/SUN JOE product to the Retailer! Please call our customer service team for assistance at 866-766-9563 (866-SNOW-JOE), or visit www.snowjoe.com and click on ‘Support -> Customer Service’. Our service representatives and technicians will be happy to assist you with any questions you may have. Our office hours are Monday through Friday from 9 am to 7 pm Eastern Time, Satuday and Sunday from 9 am to 4 pm, all internet inquiries are answered within one business day. Thank you for choosing our products!