Customer Service

The mission of CCTVCameraWorld.com is to provide consumers with the latest CCTV products at the best prices possible with excellent technical support. As CCTV equipment is advancing at such a rapid rate, we try to exceed our customers' expectations by providing sales, customer service, and technical support. We strive to stay on the forefront of the most up-to-date products and news in regards to our industry. Our website www.CCTVCameraWorld.com contains a broad spectrum of surveillance products as well as industry information. Our goal and focus is to stay on top of the latest innovations in technology and security and to remain a trusted industry leader for years to come.

We proudly offer technical support for the customers we serve with the complete understanding that it is you, the customer, that matters to every successful business. If you haven't already learned the hard way, you will understand that it takes more than just a website and the ability to sell a product - anyone can sell a product. It takes commitment to offer dependable and consistent technical support and customer service after the sale. We stand behind our products and are in it for the long haul.

Why Buy From CCTVCameraWorld.com?

• 30 Day Money Back Guarantee
• Lowest prices on all products
• Latest Product Version Guarantee
• Fast Accurate Same Day Shipping
• Friendly customer service

Return Policy and Terms of Service

Please use the links below to quickly find the section that applies to your order, return, warranty, support request, or shipping concern.

• Shipping & Delivery
• Privacy & Security
• Free and Paid Technical Support
• Returns & Replacements
• Restocking Fees and Non-Refundable Charges
• Return Requirements
• Refunds and Store Credit
• Warranty
• Hard Drives, Storage Devices, and Recorder Storage Warranty
• Warranty Exclusions
• RMA and Warranty Service Process
• Shipping Damage or Loss
• Use of Data and Media from Support Sessions
• Trademarks & Logos
• Limitation of Liability
• Legal Costs
• Typographical Errors
• International Orders

The customer must select a UPS shipping method and bear shipping charges for all orders. All in-stock items are usually shipped within 2-3 business days, not including weekends and holidays, except for DVRs, NVRs, wireless cameras, wireless transmitters, receivers, outdoor enclosures, and special order items.

Orders placed before 12 PM EST for expedited shipping, such as Next Business Day Air or 2nd Business Day Air, can usually be shipped the same day, except as noted. DVRs, NVRs, wireless cameras, wireless transmitters, receivers, and outdoor enclosures require up to a 72-hour build or processing time. Orders placed by internet or by phone receive the same priority handling.

We use SSL Secure Sockets Layer encryption technology to help ensure a secure end-to-end link. We will never share your personal information, including your email address, with anyone or any company for any reason except as required by law. This site uses encryption technology to help ensure that every transaction is a safe one.

All transactions are processed over Secure Socket Layer SSL. Ordering from CCTVCameraWorld.com online is safe and secure. From the moment you enter our Shopping Basket or click on Checkout, you are on a secure server. We use SSL technology with 128-bit encryption. Your credit cards are encrypted when they are transmitted to us and are never stored on file.

Free technical support is available by email for the lifetime of the product to the original purchaser on the invoice in our records.

In a hurry, don't have the time or expertise to follow our free online guides, or are you looking for additional management help from our experts? If you are looking for someone to walk you through troubleshooting, configuration services and hands-on assistance are available for purchase through a Paid Phone Support Session or Remote Desktop Session.

Free support is non-transferable. Paid support is available to users who are not the original purchaser on the invoice. It is the responsibility of the purchaser to possess adequate networking knowledge to deploy IP cameras and DVR/NVR equipment on their network. Should the purchaser or user require networking assistance, it is available for purchase at the rate of $100 per half hour.

By purchasing a paid support session, you authorize us to charge your credit or debit card for any time overages incurred during the support session without needing further approval. No-Shows: If you do not attend or contact us by your scheduled start time, the session will be marked as a no-show. For example, if you purchase an hour, 30 minutes of the purchased hour would be charged as used.

We reserve the right to suspend or terminate both free and paid support services at our discretion for any customer who displays disruptive or disrespectful behavior towards our staff or other customers. Any decision to suspend or terminate support services will be made with careful consideration and does not require communication to the affected customer. Customers who have their support services suspended or terminated for these reasons will not be entitled to any refunds or credits for previously paid services or products.

CCTVCameraWorld.com provides a 30-day money back guarantee on all products purchased, except where noted in the product's description. Special order items and all international orders are non-returnable and non-refundable.

If for any reason you are not satisfied with your purchase, notify us by using our online contact us form and we will issue a Return Material Authorization Number within 72 hours.

All return, refund, warranty, replacement, exchange, and RMA determinations are made by CCTVCameraWorld.com in accordance with this policy and are subject to our inspection, verification, and approval.

Restocking Fees and Non-Refundable Charges

All returns are subject to a minimum 25% restocking fee and shipping charges are non-refundable, no exceptions.

If items are refused upon delivery, or returned in visibly used or damaged condition, we reserve the right to refuse the return or impose up to a 50% restocking fee at our discretion, no exceptions.

A non-negotiable minimum 30% restocking fee will be deducted from purchases of Submersible Cameras, Hidden Cameras, and Counter Surveillance Equipment.

Special order items such as custom built DVRs or custom built wireless cameras cannot be returned.

Order Changes, Cancellations, and Promotions

To modify or cancel orders, please email us using the online contact form or reply to the original invoice.

From time to time, we run temporary flash sales and promotional offers. These offers apply only during the promotional period and only to new orders placed while the promotion is active. We do not provide retroactive price adjustments, credits, or refunds based on later promotions or price changes.

All RMA and warranty requests must be submitted using our forms and/or email. Phone techs cannot assist with RMA-related concerns.

Any shipping charges accrued from CCTVCameraWorld.com are non-refundable unless the return is due to our error. If you return a product that was purchased with one of our Free Shipping promotions, the amount refunded will be minus the actual shipping cost that we waived during the promotional sale.

Return Requirements

The following terms must be met by you:

• Cutting or removing any cables from purchased equipment such as DVR units or cameras voids all manufacturer warranties.
• Equipment that has been short circuited or "fried" by the customer by operating on incorrect voltage or current polarity will not be covered under warranty, and will not be eligible for refunds or exchanges.
• Custom built systems may not be returned or canceled once built. Items within the malfunctioning unit will be replaced or repaired.
• All international orders are final, no refunds. The customer is responsible for all duties and shipping charges accrued for warranty-related repairs.
• Return the merchandise to us within 30 days of receiving your order.
• You must send us your RMA request using our online contact us form. Provide as much detail as you can about the reasons for your return.
• If you have technical difficulty with a DVR or do not know how to use a component, we will be happy to provide tech support. Not being able to understand the technical nature of a product does not mean that the product is defective. Such returns will still be subject to a restocking fee if returned to us in used condition.
• RMA numbers are valid for 15 days and cannot be reissued.
• The products must be returned in new, resalable condition.
• Carefully repackage and double-box the merchandise and clearly mark the RMA on the outside package. We refuse packages without valid RMA numbers.
• You must include all packaging materials.
• Packaging materials must not be torn or damaged.
• All manuals and warranty registration cards must be unmarked.
• We recommend items be shipped with a tracking number using UPS or FedEx. We do not accept shipments sent via US Postal Mail.
• Any programming must be reset back to factory default.
• You must pay all return shipping expenses.

Refunds and Store Credit

Upon receipt of the returned merchandise in good order in accordance with the above and within 30 days of the original shipment date, we will issue credit to your charge account. You may elect to receive store credit towards another purchase or to simply receive a refund.

Limited Warranty Coverage

Unless otherwise stated in the product description, products are covered by a 12-month limited warranty against manufacturing defects beginning on the original date of purchase shown on the customer's invoice or order record. The warranty period begins on the original date of purchase and is not extended, restarted, or delayed based on the date the product is delivered, received, installed, activated, opened, first used, or placed into service.

Products purchased for backup, spare, replacement, or future use are subject to the same warranty period beginning on the original date of purchase. Keeping a product unopened or unused does not extend or postpone the warranty period.

During the applicable warranty period, products determined by CCTVCameraWorld.com to have a covered manufacturing defect will be repaired free of charge, subject to the terms, limitations, and exclusions stated in this policy. If reasonable repairs are not feasible or acceptable, we may elect to furnish a replacement or provide a substitute item with comparable specifications.

All RMA requests must be made within 7 days of product failure or malfunction. Failure to do so will preclude a warranty claim and the customer will be responsible for all repair or replacement costs.

Customer is responsible for following the guidelines and policies on this page. Customer is responsible for shipping charges in sending the item to us; no exceptions.

A product's limited warranty allows for only one product replacement event or one product repair event. The limited warranty does not allow for repeat repairs or replacements. Batteries, cabling, power adaptors, and any accessories are not covered by any warranty.

Power Source and Installation Requirements

All products must be used with approved power sources purchased from CCTV Camera World. The item will be ineligible for return, exchange, or warranty coverage if used with an incorrect power source or one not purchased from CCTV Camera World on the same order as the item.

If an item is damaged and was not used with a power source from CCTV Camera World, it shall be non-refundable and not eligible for warranty coverage. Items that are deemed to be misused or operated with incorrect voltage or polarity will not be repaired under warranty and are ineligible for refunds or exchanges.

The limited warranty does not cover damage to equipment by an incorrect power source, a power source not purchased with the item from CCTV Camera World, incorrect voltage or polarity, grounding issues, voltage injection, or an Act of God such as a lightning strike or voltage surge. Damage as a result of use of any device with solar panels, portable power, or batteries is not covered by the product's limited warranty.

For all recorders and accessories, failure of or damage to the HDMI port(s) is not covered by the limited warranty and is non-repairable.

Hard drives and storage devices installed in DVRs, NVRs, and security camera recorders are covered by the hard drive manufacturer's warranty, when applicable. CCTV Camera World is not the manufacturer of the hard drive. Any manufacturer warranty provided by Seagate, Western Digital, Toshiba, or another drive manufacturer is transferred to the purchaser at the time of sale.

Hard drives are user-replaceable parts. If a hard drive fails or shows an error after delivery, the purchaser is responsible for submitting the warranty replacement request directly with the hard drive manufacturer unless CCTV Camera World agrees in writing to perform that service for an additional fee.

There are no advanced replacements for hard drives. If the customer cannot wait for the hard drive manufacturer's warranty replacement process, it is the customer's responsibility to purchase a spare or replacement surveillance-rated hard drive. Once the manufacturer replacement is received, it may be kept as a spare or used for additional storage where supported by the recorder.

Hard drive failures can occur for reasons outside of CCTV Camera World's control, including but not limited to manufacturer defects, improper shutdowns, power loss, power surges, heat, vibration, improper placement of the recorder, use in non-climate-controlled environments, use in attics or confined spaces, placing the recorder on its side, inadequate ventilation, physical shock, or other environmental conditions.

DVRs and NVRs should be placed flat on a stable surface in a clean, dry, climate-controlled environment with proper ventilation. Recorders should not be installed in attics, crawlspaces, unventilated cabinets, areas exposed to excessive heat, humidity, dust, vibration, or any environment outside the operating range of the equipment. Improper storage or placement can contribute to premature hard drive failure and is not covered under the limited product warranty.

If a hard drive is replaced by the purchaser, the recorder must be fully powered off, disconnected from power, and disconnected from all peripherals before the cover is opened. A hand screwdriver must be used. Drills or powered screwdrivers should not be used. The purchaser is responsible for safely disconnecting and reconnecting SATA data and power cables. Loose cables must be secured so they do not contact the recorder motherboard or other components.

Any damage caused to the recorder, motherboard, SATA connectors, power connectors, hard drive cables, or any internal component during hard drive removal or installation is not covered by the limited product warranty. Damage caused by incorrect installation, mishandling, static discharge, metal contact with the motherboard, improper tools, incorrect drive type, incorrect power source, or other customer, user, or installer action is not covered.

Replacement hard drives must be surveillance-rated drives approved for continuous video recording use. Desktop computer drives, laptop drives, used drives, refurbished drives, or drives not intended for surveillance recording may not operate reliably and are not recommended. CCTV Camera World is not responsible for performance issues caused by customer-supplied hard drives.

All video footage, recordings, snapshots, and data stored on a hard drive are the responsibility of the purchaser. CCTV Camera World is not responsible for loss of video, loss of recordings, inability to retrieve footage, overwritten footage, deleted footage, drive formatting, data corruption, or any loss of evidence or business use resulting from a hard drive issue, recorder issue, configuration issue, user action, or any other cause. Customers should regularly verify recording, playback, and storage health if footage retention is important to their use case.

If a recorder is sent to CCTV Camera World for inspection, repair, replacement, or service, any hard drive inside the recorder may be formatted, erased, removed, replaced, or otherwise serviced as part of troubleshooting. All data may be lost. Customers must back up any important footage before sending a recorder or hard drive in for service.

If the customer requests that CCTV Camera World handle a hard drive warranty claim or hard drive replacement on their behalf, additional labor, handling, and shipping charges will apply. This may include shipping the recorder to CCTV Camera World, shipping the recorder back to the customer, shipping the hard drive to the manufacturer, installing the replacement drive, formatting the replacement drive, and any applicable service charge. This process can take several weeks depending on the manufacturer's warranty turnaround time and parts availability.

Pre-shipment testing confirms that the recorder and hard drive were operational at the time of shipment. This does not guarantee that a hard drive will not fail later, as hard drives are mechanical/electronic storage devices that can fail after use due to manufacturer defects, environmental factors, power conditions, handling, or other causes outside of CCTV Camera World's control.

Carefully read the list below of warranty violations not covered by the limited warranty:

• Improper installation
• Abuse
• Negligence
• Accidents
• Vandalism
• Improper use of power
• Use with a power source not purchased with or included with the device
• Use with a power source, including a network switch, obtained from a third party
• Use of any solvents or cleaners
• Use in a dirty environment
• Use in an environment or weather that is beyond the weather rating of the device
• Painting the device
• Unauthorized tampering
• Unauthorized repairs or modifications
• Use on any kind of moving equipment, machine, device, structure, vehicle, or similar item
• Use on or adjacent to any manufacturing, fabrication, cutting, industrial device, machine, apparatus, or similar item
• Use in any type of industrial environment
• Acts of God, including tornadoes, hurricanes, strong rain, flood, lightning strikes, voltage surge, earthquake, and similar events

Items found to be in violation of their limited warranty due to any reason will be subject to further charges for repair or replacement. If the customer refuses repair or replacement, the item will be discarded within 10 business days of email notification to the customer. CCTV Camera World or its affiliates shall not be held liable if the item is discarded as a result of the customer or their representative's failure to respond within the 10-day period.

To obtain warranty service, there are no deductibles or hidden fees. Send us your RMA request using our online RMA Form for a return authorization number, then return the product, shipping cost prepaid, to the address provided by our RMA Department.

Proof of purchase is required for warranty service. CCTV Camera World's order and invoice records will be used to determine the original purchase date and expiration of the applicable warranty period.

All customers must comply with our technical staff, follow all procedures, and answer questions requested from the customer. Failure to provide full and complete answers to information being requested will result in forfeiture of the warranty and 30-day return policy of the products.

All items are covered by a 1-year limited warranty against manufacturing defects only. All items are tested before shipping to ensure against DOA. For claims including but not limited to items within the 30-day return policy from the shipping date, customers are obligated to comply and provide all information being requested by our support department. Otherwise, the customer will forfeit the return policy and void the limited warranty, and their right to file a credit card dispute or legal dispute as a result of presumed damage by the customer.

It is the customer's responsibility to read and follow the policies and procedures stated on the RMA form and within these terms and conditions. You, as the customer, are obligated to follow our RMA policies and procedures and provide all information requested by our RMA department. Failure to provide the requested information in image and video form will result in denial of the RMA request or it will be ignored.

For all RMAs, customers are required to provide remote access to our technical staff to view their camera or system before proceeding with the RMA request to rule out a weather-related event or Act of God that led to the failure of the device. In the event remote viewing is not available due to the lack of internet, the customer is responsible for providing video(s) that our support staff will request to determine what led up to the time of failure of the device. Failure to cooperate or provide the requested information will result in denial of the RMA request, no exceptions.

RMA authorizations take up to 72 hours for approval. Once you have provided all the required information and if your RMA request is approved, you will receive an email with instructions on where to ship the item(s) back. RMA authorizations are valid for 15 days. Customers have 15 days to ship the item(s) back after the date the RMA number is issued. Customers are responsible for all shipping charges, including return charges.

Display the RMA number prominently on the outside of the box to avoid delays to your repair.

In the event that a product requires repair after the applicable warranty period has expired, measured from the original date of purchase, CCTVCameraWorld.com may assist in having items repaired by the manufacturer or a suitable repair facility, if possible. Customer will be charged for cost of repair including parts, labor, shipping and handling.

Customer is solely responsible for shipping any returned product(s). Customer agrees to use only reputable carriers, such as UPS, USPS, or FedEx, capable of providing proof of delivery and insurance for the entire value of the shipment. Customer agrees to bear all shipping and insurance charges and all risk of loss for the returned product(s) during shipment.

Manufacturer Warranties and Specification Changes

Products sold by CCTVCameraWorld.com are covered by each manufacturer's warranty, service, and support policy, if any. CCTVCameraWorld.com assigns and passes through to the customer any warranty of the manufacturer, and customer acknowledges that it shall have recourse only under such warranties and only as against the manufacturer of the products.

We are not responsible for any data lost in the event of system hardware failure, or any costs incurred for labor for any recovery, troubleshooting, or installation. CCTVCameraWorld.com does not make any representations or warranties, whether expressed or implied, with respect to any of the products, including without limitation warranties, merchantability, or appropriateness for a particular purpose, and all such warranties are expressly disclaimed.

We aim to provide the most accurate product information available from manufacturers. Please note that product specifications are subject to change without notice as product improvements are made by manufacturers. CCTVCameraWorld.com is not liable for discrepancies in product specifications or typographical errors posted on our website and actual specifications of the item received.

In the event of minor specification discrepancies, such as TV Lines, Lux, power specifications, and discrepancies in audio, video, alarm, or power jack types specifications that can be corrected by providing appropriate connectors, requests for refund or exchange will be subject to a restocking fee, no exceptions.

It is possible that products may be damaged or lost during the shipping process. Please open and inspect your package for physical damage immediately before you let the driver go. Report all physical damage to the carrier service delivery driver and have him or her clearly mark the Bill of Lading, packing slip, or invoice before signing.

Visible shipping damage must be reported immediately within 24 hours of receiving the shipment. CCTVCameraWorld.com will not be held responsible for any lost or damaged packages reported after 24 hours of receiving the package. All requests for returns resulting from lost or damaged packages beyond this 24-hour period will be denied.

Shipping boxes damaged during shipping must be reported within 24 hours of delivery. Missing items must be reported within 72 hours of delivery. Carrier and merchant responsibility for damages ends once the package is delivered.

For any lost or damaged packages, an investigation will need to be done by the shipping carrier. This process may take up to 10 business days. No replacements will be shipped until the investigation into a loss or damage claim is completed by the shipping carrier, and the completion of such an investigation shows the claim to be bona fide.

International orders shipped outside the United States will not be covered against any loss or damage claims.

Sales Tax is only required for orders shipping within Virginia state. All orders shipping within Virginia will be charged the applicable sales tax according to your area's tax rate.

By engaging in troubleshooting sessions with CCTV Camera World, you acknowledge and agree that CCTV Camera World may collect and use any information, findings, videos, and images obtained during these sessions for internal purposes, including but not limited to educational content, blog posts, case studies, and marketing materials. Personal identifying information will be excluded or anonymized to protect customer privacy.

All trademarks and logos used in this site are properties of their respective companies. They are used for demonstration of reproduction capabilities only. We assume no responsibility for determining trademark or logo ownership.

In all circumstances, CCTVCameraWorld.com's maximum liability is limited to the purchase price of the products sold. CCTVCameraWorld.com shall not, under any circumstances, be liable upon a claim or action in contract, tort, indemnity or contribution, or other claims relating to the products it sells which exceeds this liability limit.

CCTVCameraWorld.com shall not be liable for third-party claims for damages against the customer, or for malfunction, delays, interruption of services, loss of business, loss or damage to exemplary damages, whether or not CCTVCameraWorld.com is apprised of the possibility of such claims of damage.

We are not responsible for any data lost in the event of system hardware failure. CCTVCameraWorld.com will not be responsible for consequential damage to the system or its components caused by either internal or external equipment, shorted connections, or components not installed or obtained from CCTVCameraWorld.com.

CCTVCameraWorld.com shall not be liable for damage to painted surfaces due to physical abuse, excessive use, liquids, chemicals spilled upon or inside the components, including oxidation or corrosion to components caused by exposure to air or precipitation.

The limited warranty also does not cover any losses or damages that may occur as a result of shipping or improper installation or maintenance; misuse, neglect, or improper environment; any repair, modification, adjustment, or installation of options or parts by anyone other than our authorized service center; excessive or inadequate electrical power surges; or other irregularities.

CCTVCameraWorld.com is solely responsible for the sale of the DVR itself. Due to liability and legal issues, CCTVCameraWorld.com is unable to assist in the areas of networking, firewall, and/or anything outside the performance of the actual DVR purchased from CCTVCameraWorld.com.

In the event that a DVR is being returned for repair, all hard drives run the risk of having their data deleted or reformatted. All data will be lost. It is advised that all DVR data be backed up before sending in for repair.

The customer agrees to pay all invoices within the terms of the sale and further agrees to pay all collection costs and attorney fees necessary to collect past due amounts. All litigation against customers will be pursued under Virginia State Law; this includes out-of-state customers.

Customer further waives any rights to chargebacks or credit card disputes, and the customer will be held liable for fees we are charged associated with responding to any credit card disputes they file. These fees will be automatically billed to the customer's credit card on file. By making their purchase, the customer agrees to these terms, and the customer authorizes such charges to their credit card.

Once in a while we may have typographical errors in pricing or specifications as we update our product descriptions. Unfortunately, we cannot honor unreal prices that are a result of typographical errors in the description, or errors made in the description of the product itself.

All of our DVRs are without hard drives unless the customer selects one. All systems with cameras and DVR do come with a hard drive.

International orders placed by customer for delivery of products to countries other than the USA may be subject to international customs duties in the receiving country. Payment for all customs duties and any other fees is the sole responsibility of the customer.

Delay in delivery of the order to the customer caused by delay in clearance of the shipment from customs is not the responsibility of CCTVCameraWorld.com.

In the event an order is indefinitely delayed by customs, fails to be cleared by customs, or a package is abandoned or returned due to non-payment of duties or failure to accept delivery, no refund shall be due to the customer, including for the product cost, and the customer remains responsible for any additional shipping and customs-related charges incurred.

Customer shall be liable for all shipping fees if an order is returned by customs, and CCTVCameraWorld.com reserves the right to refuse international shipments that are returned and require customs duties or tariffs to be paid.

CCTVCameraWorld.com does not control, influence, and is not liable for actions of international customs. Customer bears all responsibility for international orders shipped via Postal Mail that are lost or damaged. CCTVCameraWorld.com will not bear any responsibility for lost or damaged international shipments. CCTVCameraWorld.com reserves the right to refuse refunds or exchanges on international orders.

By making their purchase online or over the phone, the customer affirms and attests that he or she agrees to these purchase terms.