Customer Service

About Us
Contact
Pricing
Availability
Payment
Sales Tax
International Shipping
Returns

Surveillance-Video.com
387 Canal Street
Manhattan, NY 10013
Tel. 1.800.955.5201
Fax. 1.212.431.2622
info@Surveillance-Video.com

Terms & Policies:

Pricing:
We make every effort to provide you the most accurate, up-to-the-minute information, but mistakes do occur, and we must reserve the right to make corrections, adjustments or changes without notice. If you have ordered an item that is subject to a price increase, we will hold your order and inform you of the increase.

Availabilty:
The availability information presented on our site is the best, most current information we have, but errors do occur, and this information does not constitute a guarantee or promise of availability. If a product you have ordered is not available for shipment, we will do our best to let you know. Anticipated delivery dates are dependent upon our suppliers and other factors beyond our control, and are subject to change.

Payment:
At this time, Surveillance-Video.com accepts the following payment methods:
American Express, VISA & Master Card, Discover Card, Paypal

All credit card orders are subject to verification and approval by the card-issuing bank. For your protection, credit card orders shipped to an address other than your billing address may require additional verification. Surveillance-video.com reserves the right to contact you by email or telephone to request additional identification. We may reject orders if the verification fails.

IMPORTANT: It is a crime to use someone else's credit card without their permission. If you use a credit card fraudulently to pay for products at this site, we will forward information to the appropriate law enforcement agency.

CREDIT CARD via Phone or Fax::
If you do not feel comfortable transmitting your credit card number and other information on the Internet, we suggest you call us direct to place your order over the phone with of our customer representatives. Please have all the items part numbers ready. You may also fax us a copy of your shopping cart contents to 212-431-2622. In order to process a faxed order, we will need the credit card number and expiration date along with the correct billing & shipping address, telephone number, 3 digit security code (VISA, MC & Discover security code is the last 3 digit number located in the back of the card. AMEX security code is a 4 digit number located in the front of the card). We'll charge your credit card manually.

PRE-PAY with a Check:
Pre-payment with cashier's check or money order is accepted. Go thru the checkout steps, put in all your shipping information once you received a shipping quote and total print out the order form. Then get a cashier's check or money order from your bank for the exact amount make it out to Surveillance-video.com and mail the check with a copy of the order sheet to:

Surveillance-video.com
Attn: Account Receivable
387 Canal Street
New York, NY 10013
We'll ship your products within 1-2 business days after the check is received. Company checks are accepted, but items will not be shipped until checks are cleared by the bank. We do not accept personal checks.

PURCHASE ORDER (PO):
For Fortune 1000 corporate accounts, schools, hospitals and government agencies where Purchase Orders are required, you must complete the following processes:
(1) Fax Survellance-video.com a letter on your letterhead to formally request us to accept your purchase orders;
(2) Print or download Application form and have it filled out, signed, and faxed back to us at 212-431-5422; along with a copy of your formal Purchase order. Please note that an account application may take 2-3 days to complete before the order is shipped out.

WIRE TRANSFER:
We accept wire-transfer from anywhere. Go thru the standard checkout steps, put in all your shipping information once you received a shipping quote and total print out the order form. Fax us a copy of your shopping cart contents to 212-431-2622. We'll call you with all the details on how to do wire-transfer over the phone. The total transferred must include shipping cost. The shipping cost may be adjusted for international addresses and overweight orders. Delay in shipping your order may occur if the wire-transfer received is different from the order total amount. Wire-transfer may take 1-2 business days to confirm. It must be confirmed by our bank before shipping can take place. We now offer 2% discount for orders paid with wire-transfers.

Sale Tax:
Surveillance-Video.com is required to collect sales tax on transactions shipping to customers located in New York state. Current sale tax rate is 8.875%.


International Shipping

International shipping may require a few additional days to reach you due to Customs. Customs policies differ from country to country, so please contact your local customs office for more information. Furthermore, the charge you receive from Surveillance-Video.com covers the cost of the merchandise and shipping only. Certain charges, such as Customs fees, duties, and taxes may apply to your order and are in addition to the shipping charges incurred at the time of purchase. All additional charges are taken care of by the customer. We at Surveillance Video have no control over these additional charges, nor can we predict what amount they may add up to. Please note that product manuals may not be in the language of the destination country. Additionally, the electrical requirements of products may be in a standard different from that of the destination country, in which case a converter is required. This converter is not supplied by Surveillance-Video.

Returns:
We at Surveillance Video strive to make sure your order is to your liking. If, for any reason, you need to return any part of your order, please know that customers have 7 days from the date of receipt of their order for a full refund minus shipping costs. After 7 days but up to 30 days, customers can return merchandise minus shipping costs and a 25% restocking fee. After 7 days but up to 30 days, customers can exchange merchandise for no additional fee. After 30 days, Surveillance Video will not accept returns and only the manufacturer’s warranty will apply. Whether returning for refund or exchange, all returned merchandise must be in new condition with the original box, packing material, manuals, and accessories.

Payment of refunds will be in the same form as the original order. Returns may take up to 5 business days for processing. Once processed, credit card returns may take an additional 7-10 days for the credit to appear in the customer’s statement.

Instructions on how to return merchandise:
Before you return merchandise, you must obtain an RMA (Return Merchandise Authorization) number by calling 1-800-955-5201. Once you have obtained this number, place the merchandise into a shipping box. Do not write on or place stickers on the merchandise box. Write the RMA number on the outer shipping box and address the box to:

Surveillance Video
387 Canal Street
New York, NY 10013


Note:
1. All returns must be shipped prepaid.
2. All returned merchandise must be in new condition with the original box, packing material, manuals, and accessories.
3. Surveillance Video is not responsible for personal items left in the merchandise or in the returned box.
4. Defective items are repaired or replaced at our discretion for the same model or a comparable model item.
5. RMA numbers are valid for 15 days.


No return or exchange on these parts:
1. All computer software
2. All special order merchandise