Customer Service - Orders and Shipping

PowerCCTV Best Price Guarantee

At PowerCCTV our Best Price Guarantee offers you price match protection for up to 14 days on purchases made directly on our website. 
Should you find a lower price on our website, we will price match to the lower sale price and offer you a full refund of the difference.

Price Adjustment

Requests can be made within 14 days of an order being placed if the current advertised price shown on our web site is lower than your purchase price (subject to approval.) 

PowerCCTV will refund the difference to you through the original method of payment used. You may use any valid PowerCCTV promotional code/coupon during your purchase at powercctv.shop. 

Please note: only one promotional code/coupon may used per order.

Holiday Promotions

"Black Friday" and "Cyber Monday" promotional codes/coupons can only be used for new orders, and cannot be applied to orders placed prior to our "Black Friday" and "Cyber Monday" promotion week. Price adjustments for online orders cannot be made during the "Black Friday" and "Cyber Monday" period. 

Please note: we will not be price matching during special promotions (i.e. Black Friday Sale and Cyber Monday Sale). 

Some orders placed during our special promotions may need to be cancelled due to stock limitations. If your order is affected we will notify you by email, and a refund will be processed as soon as possible. Sorry for any inconvenience.

Backorders

We apologize if an item you wish to purchase is not currently available. If you purchase an item that is backordered, your order will be processed at the time that the backordered item becomes available. 

You will receive notification of processing and shipment via email at the time that the order is processed. 

Backorders for certain products will be upgraded to the next equivalent model provided we have sufficient stock of the equivalent model to fulfill your backorder. Please note this will be a free upgrade at no cost to you.


Ordering, Coupons, and Taxes


What does Open Box Product mean?

Open Box items are products that have been returned after minimal or no use, such as demo models in a retail store. The products are in as-new condition, however the external packaging may have been damaged. These items are fully operational, and have been rigorously tested by our technicians to ensure that these products meet our standards of quality, and are then carefully packaged for resale. Open box items include all accessories included on the product package, and carry a full 1 year warranty from the date of purchase.

What does Recertified Product mean?

Recertified items are returns that have been factory reconditioned for resale. These products have been fully inspected and rigorously tested, and any defective components have been replaced by our technicians to ensure that these products meet our standards of quality. These products are in great condition, but may have some cosmetic damage (such as scratches etc.), which do not affect the performance of the unit. Recertified products carry a full 1 year warranty from the date of purchase.

Ordering by email, phone, fax, mail

If you would like to email, mail or fax your order, simply contact our Customer Service Department by phone or email for assistance. Please be sure to provide a telephone number where you can be reached during the day as well as a fax number and/or e-mail address so we can contact you if we have any questions regarding your order.Find out all the ways you can get support and service for your PowerCCTV products. Start here

Coupon Redemptions

Each coupon promotion has unique criteria for a minimum order and an expiry date. Please verify that your coupon will be valid for your purchase. PowerCCTV coupons do not have a cash value and can only be redeemed on our website. You can redeem only one coupon per order. You cannot combine the value of several coupons for use with one order. PowerCCTV does not honor expired coupons and we will not price match expired offers.

You may only use one coupon from each promotion per order. In the case of a multiple-item order, the value of the coupon is split between each product. If you return an item that was purchased with a coupon, you will be refunded only for the amount you paid (the price of the item, less the coupon value). The coupon value will not be refunded when/if the items are returned.

Coupon codes that include shipping discounts are valid for standard shipping to USA and Canada only. The discount applies once customer enters valid shipping address and selects "Standard shiping" as a delivery method.

Taxes, Import Duties, and Custom Fees

It is your responsibility to pay all applicable taxes and/or customs fees. Please note that if import duties and taxes are applicable there may be additional charges charged by the courier company handling the delivery of your goods.

We cannot guarantee that your order will ship in a single box. Products may ship from multiple warehouses to facilitate a faster delivery. The recipient is the importer of record and must comply with all local laws and regulations of the destination country.

Orders shipped from the United States destined for an international destination may be subject to local import taxes, customs duties and fees levied by the country where the goods are being delivered.

The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and can't predict what they may be.

Dependening on the destination of the goods, some orders may be charged sales tax. The rate of taxation also varies by destination. Learn more.

Shipping Address

Your order can be shipped to any physical address within the USA or Canada. Unfortunately, we cannot deliver to PO Boxes or APO addresses. We also cannot ship to any of the US Territories including Puerto Rico, Guam, the Virgin Islands, or to any other destination outside of the USA or Canada.

All shipping addresses are verified before the order is dispatched. If the provided address is invalid, your order will be put on hold and our representative will contact you for an address update. PowerCCTV reserves the right to cancel orders with incomplete or invalid shipping addresses.


Order Processing and Shipping


How do I know when my order was shipped?

Orders ship within 1 business day provided the products are in stock*. You will receive an order confirmation email shortly after your order has been placed. This is not your shipping notice. We will email you a second time with a shipping notice/invoice to let you know that your order has been dispatched from our warehouse. We invite you to log into your account online anytime to view the status of all of your orders.

Orders that have incomplete or invalid shipping address may be delayed. PowerCCTV will attempt to contact customer for an update on the shipping address. Orders that require manual billing or shipping address verification will be delayed until proper billing confirmation document is provided.

How long will it take to receive my order?

You will receive an order confirmation email shortly after your order has been placed. This is not your shipping notice. We will email you a second time with a shipping notice/invoice to let you know that your order has been dispatched from our warehouse. We invite you to log into your account online anytime to view the status of all of your orders.

All of our orders are shipped via UPS. Delivery times average between 5 to 8 business days (UPS Ground). We do have an expedited shipping service (UPS Ground - Priority Processing) available. The delivery times with this service is usually 3-5 business days. These delivery times are calculated from the time the order leaves our warehouse, not from the time of placing the order. Processing times vary between 1-6 days depending on the time of year and product availability.


Shipping


Shipping Type Warehouse Destination Courier Lead Time
Standard
Shipping		 Indiana (USA) USA UPS Ground 5 to 8 business days
Canada UPS Standard
to Canada		 4 to 7 business days
California (USA) USA UPS Ground 5 to 8 business days
Canada UPS Standard
to Canada		 4 to 7 business days
Ontario (Canada) USA UPS Standard 4 to 7 business days
Canada UPS Standard 4 to 7 business days
Expedited
Shipping		 Indiana (USA) USA UPS Ground (Priority Processing) 3 to 5 business days
Canada UPS Standard
to Canada		 3 to 5 business days
California (USA) USA UPS Ground (Priority Processing) 3 to 5 business days
Canada UPS Standard
to Canada		 3 to 5 business days
Ontario (Canada) USA UPS Standard 4 to 7 business days
Canada UPS Standard 4 to 7 business days
Three Day
Shipping (US)		 Indiana (USA) USA UPS 3-Day Select 3 business days
California (USA) USA UPS 3-Day Select 3 business days


* Products that are discontinued, sold out, or out of stock (more than 15 days), will be upgraded, at no additional cost), to the next equivalent and available model.
Standard Shipping takes up to 8 business days within the United States, and up to 7 business days within Canada.
Expedited Shipping takes up to 5 business days within the United States or Canada.
3-Day Shipping is only available within the United States, and takes up to 3 business days.



Billing and Shipping Verification

We ship only to the billing address of the cardholder or to a verified shipping address. The verified shipping address is the address on file from your credit card company or a manually verified address by PowerCCTV after the order is placed. If the information you provide us does not match, we will not process your order. If an order is placed where the shipping and billing address do not match we will put the order on hold for manual verification. The lead time for this process can take up to 5 business days from the time the order was placed. Please see the Payment and Billing article for more information about this process.

How much will it cost for shipping?

Once you have placed all items you wish to purchase in your shopping cart, there is a Shipping calculator that will calculate your cost. All you will need to do is enter your Country, City and Postal/Zip Code and then select your preferred shipping method (standard, expedited, or three-day shipping).

How do I cancel an order?

If you wish to cancel an order you may do so by contacting us. Please be sure to include your full name and order number in your cancellation request. Please note that we cannot cancel orders that have already been charged and shipped. We will do our very best to cancel order requests that are made. All cancellation requests will be confirmed by a return email from our customer service department. You may also login to your account and cancel the order online.

I have not received my package

On rare occasions packages that are sent out by UPS can take a bit longer than the average delivery times to be delivered. Our goal is to provide you with quick and efficient delivery. If you have a package that has been shipped and it has not arrived with in the average delivery time period (5 to 10 days), please contact us for the tracking information.If you have not received your package after the allotted time has elapsed please contact us. Please include your full name, complete shipping address and order number. A phone number, if provided, will allow us to personally contact you to resolve any issues quickly and efficiently.Rejected packages, and packages that cannot be delivered due to incomplete or incorrect address will be returned to PowerCCTV logistics center. The order will be considered as cancelled. Refunds are issued and posted within 5-7 business days from the date of such return.

Product information, specifications, and pricing

Our products are subject to continuous improvement, PowerCCTV Technology & subsidiaries reserve the right to modify product design, specifications & prices without notice and without incurring any obligation. In the event that a PowerCCTV product is mistakenly listed at an incorrect price, PowerCCTV reserves the right to refuse or cancel any orders placed for product listed at the incorrect price. PowerCCTV reserves the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, PowerCCTV shall issue a credit to your credit card account in the amount of the incorrect price.

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