Frequently Asked Questions
Answers to the questions we hear most often from engineers, contractors, and procurement teams. If you don’t see yours here, send us a note via the contact form — we’ll add it.
Lead Times & Delivery
What lead times can I expect?
Lead times depend on what we’re building. Panels typically ship in 3–8 weeks, while transformers and switchgear run 11–14 weeks. Customized orders may differ depending on materials and parts availability — we provide a confirmed delivery date with every quote.
Do you stock standard sizes?
We carry select pad-mounted and dry-type units in common kVA ratings as ready stock for emergency replacement. Call us with the kVA, voltage class, and delivery date and we’ll tell you in 30 minutes whether we have it.
Can you expedite an order?
Yes — we maintain ~15% capacity reserved for expedites. Expedite charges typically add 10–25% depending on how aggressively we need to move the schedule. Worth it on a project where outage cost is high.
Custom Engineering
Do you do custom designs?
Yes — every transformer or switchgear lineup we build is engineered to the specific application. Send us the load list, single-line, voltage, and any special requirements (sound, harmonics, BIL, fire class) and our engineering team will return a detailed quote with drawings.
Can you match an existing OEM unit?
In most cases, yes — we can build a drop-in replacement for transformers from the major OEMs as long as you provide the nameplate or original drawings. We’ll match physical dimensions, terminal locations, BIL, vector group, and impedance.
Can you provide engineering review of my single-line?
Yes, no charge. Our engineers review single-lines, load lists, and RFQs daily. We’ll mark up sizing recommendations, point out coordination issues, and flag potential code problems. Typical turnaround is 2 business days.
Certifications & Standards
What certifications do your products carry?
Our transformers are built to IEEE C57 standards. Switchgear is built to ANSI/IEEE C37.20 series and UL 891 / UL 1558. Specific units carry UL, CSA, and DOE 2016 efficiency labels as required. We can also provide IEC 60076 / 62271 certification for international markets.
Do you do CSA marking for Canadian projects?
Yes — we offer CSA-certified versions of our standard transformers and switchgear lineups. Lead time is typically the same as UL-listed units; cost premium is in the 5–10% range.
Are your products tested before shipment?
Every unit is factory-tested per the relevant standard before shipping. Routine tests include turns ratio, winding resistance, insulation resistance, hi-pot, and impedance. Test reports ship with the equipment. Customer witness testing is available for an additional fee.
Pricing & Quotes
How do I request a quote?
Use the contact form and attach your spec, single-line, or RFQ. We’ll respond within 1 business day with a confirmation that we’re working on it, and a full quote within 2–5 business days depending on complexity.
Do you have a minimum order?
No — we’ll quote a single transformer or a single switchgear cubicle. We don’t have a minimum-quantity requirement.
Warranty & Service
What’s your warranty?
Standard warranty is 3 years against manufacturing defects. Extended warranty options are available for an additional fee — get in touch and we’ll quote a term that matches your project requirements.
How do I file a warranty claim?
Email cwang@xenerpower.com with the equipment serial number, original purchase order, and a description of the issue. We’ll dispatch a service engineer or arrange field troubleshooting within 48 hours for in-warranty failures.
Do you offer extended service contracts?
Yes — we offer annual and multi-year preventive-maintenance contracts that include NETA-compliant testing, oil sampling, thermography, and emergency response. See our maintenance article for what’s typically included.
Logistics & Shipping
Do you handle international shipping?
Yes — we ship FOB factory or to any port worldwide. We work with freight forwarders we’ve used for 10+ years and can handle export documentation, fumigation, and crating to international standards.
Will my equipment arrive ready to install?
For standard pad-mounts and indoor dry-types, yes — they arrive on a pallet, ready to set on the pad and terminate. Larger MV switchgear lineups may ship in sections and require field assembly. Installation drawings always ship with the equipment.
Can you arrange site delivery and rigging?
Yes — we coordinate flatbed and crane services through our logistics partners. Site delivery + rigging is typically a separate line item on the quote.
Field Support
Do you have local field engineers?
We’re Houston-based with field engineers who can travel to other states. We are a licensed electrical contractor under our BrightBuild Electric division.
Can you commission new equipment?
Yes — we provide full commissioning services including NETA acceptance testing (ATS-2023), protective relay testing, and energization. See our installation guide for what commissioning typically covers.
What if I need help with an existing transformer that wasn’t built by you?
We service what we sell — and what we didn’t. Repairs, refurbishments, oil filtration, DGA, and emergency response are available for any manufacturer’s equipment. Get in touch with the nameplate info and we’ll quote a service visit.
Send us a note via the contact form — we’ll answer your question and add it to this page if it’s something other customers are likely to ask too.
Have a Question We Didn’t Answer?
Drop us a note — we’ll get back within 1 business day and add to the FAQ if useful.