Home > Customer Service >

Frequently Asked Questions

wqr

Help Center

Customer Service

My Account

Information

Welcome to HDCameraDvr.com Help

Can't find the answer you need?
Contact us by email or phone.

Frequently Asked Questions
Welcome to HDCameraDvr.com.com Help Center

Please select a question from the following category for your assistance. For the question not displayed here, please click " Live Chat” or “Contact us” for further support.


1, Ordering
1) How to order online?-4 steps
2) Do you have any limitation of the order quantity?
3) How can I view the status of my order?
4) Can I add, change or remove items from my order?
5) Do you accept customized order?

2, Payment
1) What payment methods do you accept?
2) Is PayPal secure?
3) What is the advantage of using PayPal?
4) If I do not have a PayPal account, how do I sign up a PayPal account?
5) Can I pay by PayPal with a Credit Card?
6) What is your PayPal account?
7) If there is no PayPal in my country, can I get any discount by paying by other way?
8) How can I pay by Western Union?

3, Shipment
1) How long it will take to ship from your company after my order confirmation?
2) What couriers/shipment methods do you use?
3) How and When can I get tracking NO.?
4) What is the tracking website?
5) Why My tracking number is not working?
6) Can you estimate the delivery time to my destination?
7) How about the shipping cost?
8) Where is the order shipped from?

9) Can I cancel my order?


4, Tax and Custom
1) Do I need to pay for Tax or Customs Duties?

2) Will you help me to clear customs?

5, Prices and Discount ( 5 Topics )
1) How can I get any coupon code from HDCameraDvr.com?
2) Can I write any negative reviews/comments?
3) Is their any limitation to use a coupon?
4) How can I use my coupons?
5) If I bulk in bulk sale, shall I get lower price?

6, Warranty & Return Policy
1) Do you have a guarantee on all products?
2) For manual damage at my side after reception, will you help me?
3) What if the package or product is broken during shipment?
4) When I return the goods for repair, who will be responsible for freight and other costs involved in returning the goods to your repair centre?
5) How about the refund policy?
6) How Long Can I Receive the Refund from you?
 
 
 
1, Ordering

1) How to order online?-4 steps
Shopping with HDCameraDvr.com is very easy and you can order your product in just 4 simple steps.
Step 1: Register and sign in
Step 2: Add products to your shopping cart
Step 3: Confirm the Order, choose shipping method and payment way
Step 4: Pay and your order has been processed
The following illustration will show you how to finish your order step by step.
Step 1: Register and sign in
 
Step 2: Add products to your shopping cart
 
Step 3: Confirm the Order, choose shipping method and payment way
 
 
Step 4: Pay and your order has been processed

2) Do you have any limitation of the order quantity?
We don’t have any Minimum Order Quantity limitation for our products. You can order 1 piece or bulk Quantity. But the price will be lower accordingly with the quantity increasing.
Tips: For some small gadgets with special low price, the shipping cost for 1 or several piece is the same.
 
3) How can I view the status of my order?
Please go to our website and sign in, and Click” My Account “where displays all your transaction history.

4) Can I add, change or remove items from my order?
Yes, for order is not under processing or the payment is not done, adding products or increasing the quantities of the same models is feasible. And for the order that is done, please let us know by live support or send us email as soon as possible before delivery if you wish to change your order. We will try our best to meet your needs.

5) Do you accept customized order?
Yes. Custom-designed products can be done but subjected to a Minimum order Quantity and we can customize the products with your needed logos, packaging, software, firmware, casings, printed circuit boards, accessories, chipsets, user guides and other printed materials.
 
 
2, Payment

1) What payment methods do you accept?
We accept PayPal, Western Union, TT bank transfer, PayPal, you may choose your most convenient way to pay.
 
2) Is PayPal secure?
Yes. PayPal uses SSL technology to keep your information safe. In addition, when you send a payment using PayPal, the recipient won't receive sensitive financial information like your credit card or bank account number. In this way, you don't have to worry about paying people whom you don't know. PayPal doesn't expose or sell your financial information to any merchant. Furthermore, if you do not receive the products you paid, PayPal offers you chargeback or refund.

3) What is the advantage of using PayPal?
Payment is traceable. You can trace the status of your payment by using your PayPal account. Payment does not require you to use your credit card online (you can transfer directly from your bank account). If you do use your credit card through PayPal, HDCameraDvr.com won't see your credit card number, minimizing the risk of unauthorized use.
 
4) If I do not have a PayPal account, how do I sign up a PayPal account?
1. Click the Sign Up https://www.PayPal.com/us/cgi-bin/webscr?cmd=_registration-run link at the top of any PayPal page.
2. Select the country or region where you live from the drop-down menu.
3. Choose the type of account that works best for you.
4. Fill out the form and follow the online instructions.
Any question, you can contact local PayPal branch window by visiting:
https://www.PayPal.com, Please choose your country and Language in the top right of website.

5) Can I pay by PayPal with a Credit Card?
Yes, you can use Visa, MasterCard, Discover, and American Express with PayPal. Plus, when you pay with PayPal, you do not expose your credit card number.
 
6) What is your PayPal account?
Our PayPal account is: info@HDCameraDvr.com

7) If there is no PayPal in my country, can I get any discount by paying by other way?
Yes, considering the bank commission charge you may pay, we will offer you $10 discount or coupon code if you pay by Western Union, Bank Transfer or PayPal.
 
8) How can I pay by Western Union?
There are 2 ways to proceed the payment by Western Union.
1st, No matter in which country you are, you can send payment in any post office as long as you have our Western Union info. And Our Western Union info will be displayed when you place order with payment option by Western Union.
2ed, you can pay it using a Visa® or MasterCard® credit or debit card online of Western Union website: www.westernunion.com if you are in one of the following 20 countries:
Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, New Zealand, Norway, Poland,  Portugal, Spain, Sweden, Switzerland, United Kingdom and United States
 

3, Shipment

1) How long it will take to ship from your company after my order confirmation?
We Ship products out usually within 12-24 hours after your order confirm.
 
2) What couriers/shipment methods do you use?
We usually ship by DHL, UPS, FedEx, EMS, HongKong Post, China post. It depends on your option when you order.
 
3) How and When can I get tracking NO.?
HDCameraDvr.com will send you tracking No. to your email within 12 hours after the products shipped
 
4) What is the tracking website?
The tracking websites are mainly as follows:
HongKong post: http://www.hongkongpost.com
EMS: http://www.ems.com.cn/english-main.jsp
DHL: www.dhl.com
UPS: www.ups.com
TNT: www.tnt.com

5) Why My tracking number is not working?
After Package has been shipped from HDCameraDvr.com, it will usually take 1-3 business days to process by Post, Please wait a little more time and try again later.

6) Can you estimate the delivery time to my destination?
By DHL, UPS or FedEx, it usually takes 3-5 working days to most of countries among the world, and EMS takes 5-7 working days. Hongkong post or China post takes 10-15 working days.
 
7) How about the shipping cost?
When you place your order, the shipping cost will be automatically calculated according to your products’ weight, and the amount will be displayed there. Usually it is less than $30 for small packages.
 
8) Where is the order shipped from?
Most of our products will be shipped directly from our factories in Shenzhen via Hongkong DHL, UPS, FedEx or Hongkong parcel, as Hongkong is free port.


 9
) Can I cancel my order?

If you wish to cancel order, please contact our service team by email: info@HDCameraDvr.com to notice us within 12 hours after your payment. As we usually ship orders within 24 hours, so order can not be canceled after 24 hours as long as it is shipped. If you cancel the order forcedly after 24 hours without our confirmation, the relevant cost will be charged at your side


 
4, Tax and Custom

1) Do I need to pay for Tax or Customs Duties?
HDCameraDvr.com sends products mostly via Hong Kong which is a free port. So there is no sale tax imposed by Hong Kong government, customers will not pay any sale tax when shopping from us generally; But at the destination country, for large valued product, the local government may charge a bit tax depending on the local importing policy. To save your tax which is possibly charger, we usually write the value lower on the commercial Invoice which comes with the shipping document, and then 99% small packages will be tax free at custom side. If you have special requirement of the Invoice value or the product name on for your custom purpose, pls contact us after service or send us email before shipping products. We will make it accordingly. We will try every legitimate way to help our customers minimize their tax. However, we are not responsible for any tax incurred by your country
 
2) Will you help me to clear customs?
Though most of packages will be cleared at destination custom freely, just in case your custom needs, we will provide the basic export documents and information, including commercial invoice, shipment document, and packing list for customs clearance at the designated country.
But for the circumstances that the products are forbidden to import at your country, and it is confiscated by your custom, besides supplying you with the basic document, we will try our best to help you clear custom. But finally it is the buyer who will be in charge of the loss for the forbidden importing product for the confiscated one. HDCameraDvr.com suggests buyers to consult with their custom authority in his/her country before importing any merchandise in large quantity to minimize customs duties and avoid any loss. Again, for small package or low value product, 99.9% of them are duty free and custom clearance free.
 
 
5, Prices and Discount ( 5 Topics )

1) How can I get any coupon code from HDCameraDvr.com?
After you register in HDCameraDvr.com.com, you could get coupon code by the following methods. And then, you could use the coupons with your next order when the order amount equals or more than 100 USD.
a, Writing reviews: 0.5 USD for each
Please be noticed that you can get 0.5USD only after your review passes our customer service’s approval, and usually it will be done within 24 hours.
 
b, Ordering products, If your order amount is 500USD or more, then you will get 20 USD coupon code. After your payment is done, the coupon code, and you may use the points for your next order
 
2) Can I write any negative reviews/comments?
Yes, you can write whatever you like at the viewpoints webpage regarding to our products’ features or your buying experiences. Positive points is good, but negative points help us make progress and to be better. So please just share your comment honestly, we will be highly appreciated.
 
3) Is their any limitation to use a coupon?
Yes. There maybe some requirements to use a coupon and there is usually description on the coupon code sent to you or we’ll communicate it with you when it is released. The requirements include:
-The expiration time (6 months/12 months)
-Amount limitation for the order (equal or over a specific amount)

4) How can I use my coupons?
a, Add all the items that you want to purchase into your shopping cart.
b. Choose a shipping method that you prefer.
c. Input your coupon code at the specified place shown below in red circle if you have coupons, then your order amount will be automatically detracted with the coupon code amount.
d. Check out with PayPal or other payment terms..
 
5) If I bulk in bulk sale, shall I get lower price?
Yes, Sure. For different quantities, you may just check the price online even without logging in. The following is the price example for different quantities. :
illustration
 
And for quantity more than the maximum displayed on our website, please contact our customer Service for better discount and better terms of ordering. We are always open and ready to offer wholesale customer with lowest possible price to make sure they will have fair profit too. And for bulk order, we may send you some extra accessories, and also may produce the products with your special requirements, like logo printing, different material options, different packages etc.
 
 
 
6, Warranty & Return Policy

1) Do you have a guarantee on all products?
Yes. All of our products are covered with 12 month FREE WARRANTY for any possible defective or mal functional products, for return, refund and repair / replacement. The time will be counted from the date of initial recipient, regardless if the initial recipient is an end user or a reseller. And after one year, we will still offer you strong technical support. The free warranty does not cover normal wear and tear, unauthorized firmware upgrade, consumables, damaged due to accidents, physical force, water, fire, power surge, acts of God or other misuse.
 
2) For manual damage at my side after reception, will you help me?
Yes, sure, For the manual damage or physical force and misuse which was mentioned in above issues, we will repair or replace it for you with relevant repair/replacement cost.
 
3) What if the package or product is broken during shipment?
Please do check the package before you signing it. If the package is visibly damaged with product broken, please do not sign the package and contact us after service as soon as possible. And the items should be returned in their original packaging complete with all accessories and documentation. Once received it back into our warehouse, we'll issue a free replacement with a brand new one or full refund to you via PayPal. Again, please do not sign the damaged package; otherwise, it will be complicated to solve it, as with your signature and unpacking the product, we will not have proof that it is the courier who broke the product.
 
4) When I return the goods for repair, who will be responsible for freight and other costs involved in returning the goods to your repair centre?
We will be responsible for the shipping cost from our side to customer’s side, but the buyer shall be responsible for all shipping and relevant possible handling charges when returning the items from the customer’s side to HDCameraDvr.com Repair Center. Shipping and handling fees shall not be credited to your account. HDCameraDvr.com will not be responsible for losses and breakage during the return shipping process. It is highly recommended that the buyer purchase shipping insurance and use a tracking number when shipping the goods back.
 
5) How about the refund policy?
First, if it is found your PayPal is fake or not authorized, we will refund you immediately.
Second, For the problems caused by HDCameraDvr.com, We will issue a complete or partial refund for the items if the clients do not agree for replacement or repair. The problems include quality problem, mal function or miss delivery, But due to our serious quality control system and professional shipping/packing process, these seldom happen. Please be noticed that all HDCameraDvr.com.com products have 7 days return period (from client receiving the package to the client returning us) before being non-eligible for complete or partial refund. Please contact our customer service or live Support as soon as you find any problem after you receiving the products to avoid any postpone of better solution.
 
6) How Long Can I Receive the Refund from you?
Refunds will be processed within 5 business days after the confirmation of problems and our reception of returning products. And the PayPal refund can be seen in your PayPalPayPal account right away once it is processed.