Our pledge to you in the best service possible and this extends to our returns policy. If you are unsatisfied with your purchase and wish to return it, call our support team for an RMA number and return instructions to ensure a smooth return process. Returns without an RMA (Return Merchandise Authorization) number will not be accepted. Returns can be made within 30 days from the date the merchandise was received. Refunds will be issued via same payment method used at the time of purchase and will be to the value of items being returned minus any restocking fees.
Non Returnable Products:
- Shipping & handling is non refundable.
- Special order items.
- Software once manufacturers seal is broken.
- Covert cameras and counter surveillance equipment.
All returns are subject to the following terms and conditions.
Terms and Conditions:
- All returns must be made within 30 days from the date merchandise was received.
- Returns without an RMA (Return Merchandise Authorization) number will not be accepted.
- Products retuned using an RMA(Return Merchandise Authorization) number in the first 15 days after purchase will be exempt from a restocking fee, pending our inspection, while the remaining 15 days will incur a 25% restocking fee.
- Goods must be returned in the same condition as they were received, in the original box, and include all packing materials, documentation, and accessories.
- All items must be returned in a shipping carton or postal bag not just the manufacturers packaging.
- Please do not place stickers or shipping labels on the original manufacturer’s package.
- Please ensure that the RMA number is clearly displayed on the outer box to ensure a smooth return.
- Return shipping charges are the responsibility of the customer and we recommend that items be returned via insured ground service with a tracking number as we are not responsible for any lost or damaged packages.
- SurveillanceVideo is not responsible for personal data, or items left in returned merchandise so please check your equipment carefully before returning.
- Defective items may be repaired or exchanged.
- SurveillanceVideo is not responsible for any damage resulting from the sale, installation or misuse of any products purchased from us. We are responsible for the monetary value of the merchandise only.
- We also reserve the right to refuse returns based on product condition or failure to meet above criteria.
Is it safe to use my credit card on your site?
Shopping at Survillence-Video.com is safe. Our site is protected by SSL encryption technology to prevent data theft. We use software provided by Verign! Store which has an outstanding reputation for providing shoppers the safest, most secure shopping environment possible.
What forms of payment do you accept?
We currently accept VISA, MasterCard, American Express, and Pay Pal for orders. It is our policy to not charge your card until we confirm your order has shipped.
How do I order items with Personal Checks, Cashier’s Checks or Money Orders?
Sorry, but at this time we do not accept Personal Checks, Cashier’s Checks or Money Orders.
Do you accept back orders?
We do not accept back orders. If an item is out of stock at our warehouse, we will not purposely offer it on our website. If an item is accidentally sold for which we have no inventory, we will notify you immediately and ask if you would like a replacement item. Out of stock orders will be cancelled and you will not be charged unless a replacement item is requested.
Do you charge sales tax on any item?
Sales tax will only be added to orders shipped to New York . We are required by law to charge sales tax on orders shipped to New York addresses which is calculated during the online ordering process. No sales tax will be applied to orders shipped to addresses in other states.
Shipping & Delivery
What's my shipping charge?
The shipping charge depends on the weight and size of your order, the shipping method, and your distance from New York, New York. UPS shipping charges are calculated in real time with UPS' web site, using actual weight of items, shipping distance from New York, New York, and the published UPS rates. A nominal charge is added for the packaging materials ($0.25-$3 depending on package size), labor and handling ($1-5 per order), and insurance ($1-5 per order).
You can find the shipping charge online before entering your credit card information and sending your final order. You can compare the shipping charge by changing the ordered item(s) in the shopping basket, the shipping method, and the destination.
Shipping cost goes up almost exponentially in the sequence of UPS Ground, 3 Day Select, 2nd Day Air, and Next Day Air.
Why my shipping charge is zero ($0)?
Several reasons could cause $0 shipping charge to happen. First, a wrong shipping method may be chosen. For instance, UPS Ground may be chosen for an Alaska (AK) or Hawaii (HI) address. Second, the total weight for the order may exceed 100 Lb. Third, an "unrecognized" zip code or State may be entered in the shipping address.
In such situations, we will manually adjust the shipping cost. We normally will call you to verify the shipping cost before shipping.
When will my order be shipped?
Most orders placed before 2pm EST during business days are shipped on the same day for orders that are paid with credit card without any complications. Orders placed after 2pm and during non-business hours such as evenings, weekends, and holidays are normally processed and shipped on the next business day. We may try to get orders with air shipment placed after 2pm EST during business days out on the same day, but there is no guarantee.
Some exceptions apply to the above statements. Exceptions are expensive consumer items, items that are specifically designated as "Normally shipped in 1-3 business days" in the item descriptions and drop shipped items. Payment complications include: different shipping and billing addresses, billing information inconsistent with what's on the credit card record, and orders that can't be verified by phone.
May I receive an e-mail confirmation when my order is shipped?
For UPS shipping methods, you'll receive an e-mail confirmation with package quantity, weights, and estimated delivery time at the evening hours after your package is shipped. Make sure that you enter a correct e-mail address on your order form.
Top Reasons for Order Delays
Billing information inconsistent with what's on the credit card record, requiring phone verification. To protect the credit card holder, we have to call, email or use other ways to verify that the credit card holder authorized this purchase. The verification process starts soon after a faxed order is received; however, it may take from a few hours to a few business days to complete, depending on the response we receive.
Billing address/name different from shipping address/name, requiring phone verification. Again, we must verify the credit card information before shipping to protect credit card holders.
High-value and consumer items are ordered without a manned, working phone number for phone verification. Chances for credit card fraud are much higher for these items. You must have a working phone number with your order. Sometimes, signed, dated, and faxed purchase orders are required.
Wrong address or zip code used in the order. Shipping companies can't deliver and may send the packages back to us.
No one at the shipping address to accept the package. The shipping company may send the package back to us.
Delays by shipping companies. Shipment could be temporarily "lost" by shipping companies for shipping addresses that are far away from New york, especially for UPS Ground. Occasionally but rarely it may take 10 or more business days for the package to show up. Please note that UPS does not guarantee air shipment to residential addresses.
Delays during holiday seasons between Thanksgiving and Christmas. Shipping companies often do not guarantee any shipment a couple of weeks before Christmas. Make your gift arrangements early.
Shortage of ordered item(s). We try to contact customers in case of shortages that will delay orders for more than one business day. We may split an order and ship items separately. Back ordered items are marked as "BO" on your packing slip.
Drop shipped items typically require more time to be processed. These items normally ship in 2-3 business days and are noted so under part availability section of each item.
Purchase orders may be delayed for us to verify account information. This is especially true for first time customers.
International Orders Questions
Any orders from outside of the USA must be pre-paid including shipping in advance by cashier's check, money order or direct bank wire transfer in US dollars. The shipping cost of international orders is often very high, making such transactions not appealing. Customers are responsible for customs duties and tariffs whenever applicable.
If you are serious about purchasing from us, please Click here to contact us. We'll send you a quote for the price and shipping. Then you can make arrangement for payment. We'll ship your order once the payment is confirmed.
Do you ship to Hawaii and Alaska?
Yes, we do. However, only UPS 2nd, UPS Next-Day Air, FedEx 2nd or NextDay Air (currently not shipping options), and USPS deliver to Hawaii, Alaska and other non-continental US addresses. UPS Ground or FedEx 3Day does NOT deliver to Hawaii, Alaska, Puerto
Do you ship to Puerto Rico, Guam, and US Virgin Islands?
Yes, we do. However, only UPS 2nd, UPS Next-Day Air, FedEx Air, and USPS deliver to Puerto Rico, US Virgin Islands, and other non-continental US addresses. UPS Ground does NOT deliver to Hawaii, Alaska, Puerto Rico, or US Virgin Islands. Do not choose UPS Ground or FedEx 3 Day as your shipping method. Please note that our online shipping calculator may underestimate the shipping charge to these addresses. When they do, we may adjust the shipping manually after receiving the order
Do you ship to APO/FPO addresses?
Yes, we do ship to APO and FPO address via U.S. Postal Services (USPS). Choose the "USPS for A/FPO address" as the shipping method.
- There may be 1-2 business day delay in shipping by USPS method since we have to physically drop off the packages at a Postal Office.
- All USPS packages are shipped with return signature required to confirm the delivery.
- Please use AE or AP as the state for APO and FPO addresses.
Do you ship to Canada?
Yes we do, but only via UPS Standard to Canada, or Fedex Economy to Canada. Please note that our online shipping calculator may sometimes incorrectly estimate the shipping charge to these addresses. When they do, we may adjust the shipping manually after receiving the order.
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