Shipping Policy
Order Cancellations:
Orders can be canceled free of charge anytime before they ship from our warehouse. Please contact us promptly to process cancellations.
Handling Damaged Shipments:
If a package is visibly damaged upon delivery, or internal damage is discovered later, customers should contact us immediately. We will coordinate with our supplier to issue a Return Merchandise Authorization (RMA) if necessary.
Shipping Options and Timelines:
Standard shipping is via UPS Ground. Priority shipping options such as Next Day Air or 2nd Day Air are available upon request, though shipping times depend on the carrier. Customers may also use their UPS or FedEx accounts for shipping if applicable.
Return and Refund Policy
Returns:
Customers can return items within 30 days for any reason without a restocking fee. To initiate a return, please contact us for an RMA. Direct returns to the supplier’s customer service will still be associated with the account under which the product was purchased.
Refunds:
Refunds are typically processed within 1–2 days after the returned product is received. Store credit will be issued by default. Refunds to a customer’s bank may take an additional 1–5 business days, depending on the bank.
Warranty Policy
Warranty Terms:
- Thermal Devices (256, 384, and 640 Resolution): 5-year warranty for devices purchased after January 1, 2023. Devices purchased before this date carry a 3-year warranty.
- Night Vision and Digital Devices: 3-year warranty.
Coverage Includes:
Defects in manufacturing, materials, and workmanship under normal use.
Exclusions:
Warranty does not cover:
- Modified, abused, neglected, or misused products.
- Damages from normal wear, intentional damage, or operator error.
Filing Warranty Claims:
Warranty claims are tracked using the product’s serial number. Proof of purchase is not required. Customers may contact us directly or reach out to the manufacturer’s customer service department for warranty claims.
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