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Shipping & Returns
Shipping Methods
Most orders will be shipped the same day they are received. Shipping time, methods, and costs vary depending on your location. Please ask one of our helpful customer service representatives if you need more information regarding the shipment of your order.
UPS is our carrier of choice for both domestic and international shipping.
APO/FPO addresses are shipped via USPS Priority Mail.
Shipping Times
Orders received Monday through Friday, 7 AM to 3:30 PM PST that do not require configuration, building, or testing, will be shipped out via UPS the same day they are received. Online orders and orders placed after the shipping cutoff, as well as orders to be sent via USPS, may be shipped the following business day. Orders placed on a Thursday or Friday may be scheduled for Saturday delivery at an additional cost. Orders will not be processed or shipped on Saturdays.
International Shipping
For international orders, we use UPS worldwide shipping.
For customers in Canada, we use UPS standard ground shipping.
International orders may require customs, and import and export taxes. Shipping times may be affected by customs delays.
No Hassle Returns
VideoSurveillance.com offers a 30-day, no hassle return policy. This policy allows us to continue our commitment to customer service and support far beyond the ordering process.
Eligible Items
We do not charge any restocking fees for returned items with a valid RMA, which are:
- DOA and/or damaged items
- Unopened items
- Opened items that are unused and in new condition as detailed below
Excluded Items
Items not eligible for return (or subject to a restocking fee at our discretion) include:
- VMS software
- Special order items
- Items that have been opened and used
- Items that were received more than 30 days ago
- Items returned without a valid RMA
How to Return Your Items
- We will provide you with an RMA (Return Merchandise Authorization) number that you will need before shipping your product. Depending on the manufacturer, you’ll be asked to either return the product to us or send it directly to the manufacturer.
- To initiate the return process, send an email request to returns@videosurveillance.com.
- To speed up the process, please include the following information when requesting an RMA number: customer name, invoice number, serial number and nature of the problem.
- RMA numbers are valid for 30 days only.
- For your protection we encourage you to use UPS or insured parcel post when sending back a return. We highly recommend that you fully insure your return shipment and use a carrier that can provide proof of delivery.
- Return credit will be issued only after receipt and inspection of the returned product. In cases where the return is the result of our error we will refund shipping costs.
Additional Requirements and Information
- All returned products must have a valid Return Merchandise Authorization (RMA) number prior to return – items received without an RMA number will be returned to you unopened.
- The product must be returned in its original packaging.
- The original packaging should not be damaged or have any writing on it.
- All products must be clean and free of scratches or any type of usage marks.
- Please include all manuals, warranty cards, static bags, cables, etc., with your return just as you received them.
- This policy applies to all purchases made after January 1, 2011.
- This policy may be modified or cancelled at any time without notification.
Frequently Asked Questions about Shipping and Returns
Q. Can I place international orders?
A. Yes. We do, however require order confirmation with a sales representative for all international sales to limit the amount of fraudulent orders.
