Help with Shopping

We pride ourselves on making your shopping experience as easy as possible while you learn, evaluate, and buy our products. If you have any questions that are not answered here, please visit our Frequently Asked Questions section or contact us and we will be happy to assist you!

Payments and Pricing

Payment Methods

We accept all major credit cards, Visa Debit, Apple Pay, Google Pay, PayPal and Shop Pay, Cheque, and Wire Transfer.

For all orders valued between $2,500 - $4,999.99, Defender requires additional identity verification. A valid government-issued ID and a copy of the credit card (front and back) must be sent to orders@defendercameras.com before the order is fulfilled.

For all orders valued at $5,000 or more, payment must be made by Cheque or Wire Transfer. Details are provided at check out or by contacting Defender at orders@defendercameras.com

International Orders - All international orders outside of the 48 continental States (excluding Alaska, Hawaii and the other US Territories) must be paid via cheque or money wire transfer. Additional import or duties fees may be charged at the time of delivery which is the sole responsibility of the receiver. To place an order, contact Defender at orders@defendercameras.com.

Sales Tax

Sales taxes on your purchase are calculated based on state regulations for the shipping address you provide in your order. We welcome orders of all kinds, including tax-exempt organizations or individuals. Please contact us before you place your order to ensure we can verify your proof of tax-exempt status for the address where your product(s) are being shipped.

 

Environmental Fees

Defender is committed to keeping electronics out of landfills. Environmental Fees help to cover the cost associated with the safe and responsible recycling of end-of-life electronics for both new and certified open box products. Environmental fees are charged based on regular-priced items and not the discounted price. Environmental fees are often administered by State approved recycling programs and are not government taxes, but are mandated by the government.

 

Price Match Guarantee

If you purchase a product directly from Defender and the price is reduced within 30 days of purchase on our website or at one of our authorized Defender distributor or retailers, contact us to request a price adjustment and we will refund you the difference between the current advertised price and your original purchase price. Defender will also price match any price at one of our authorized Defender distributors or retailers by contacting us before you make a purchase on our website.

Conditions apply:

  • Authorized dealers and retailers are limited to: Home Depot.com, Lowes.com, Sam’s Club.com, BJs.com, NewEgg.com, Walmart.com (sold by Walmart) and Amazon (sold by Defender - some exclusions apply).

  • Costco.com and any Marketplace listings are not applicable for the Price Match Guarantee.

  • Product must be the same model number as shown on the Defender website.

  • Proof of advertised price is required.

 

Promotions

*Discounts applicable on select regular priced items only and cannot be combined with any other offers or discounts.


Issues with Credit Cards

We’re sorry your experiencing credit card issues, do us a favor by double-checking all the information you provided is correct. If everything seems correct, call your credit card issuer or your payment service’s customer service line for more help. We do not store credit card information on our website. All payment processing is done through a licensed third party. Refer to our Privacy Policy for more information on compliance.


Billing Addresses and Account Verification

Your billing address must match the address you have on file with your payment provider. This helps reduce the chance of delays or orders not going through. Please contact your credit card company for information on the current address on file in case you are unsure.

 

Orders & Shipping

Shipping Options

We are proud to offer free standard ground shipping to our customers in the 48 continental United States (excluding Alaska, Hawaii and the other US Territories) with a $19.99 minimum purchase (estimated delivery in 4-7 business days). Free shipping is not available for Hawaii, the US Territories, and select areas considered remote by our shipping partners. Shipping fees will be calculated at the Checkout.

Based on your location, expedited and express shipping options may be available. Unfortunately, once shipped, the delivery time of all parcels is out of our control and we cannot guarantee dates provided.

Shipping Method Shipping Time

Standard Ground Shipping

4-7 business days
*Rural, remote & Territories excluded

Canada Post Expedited Parcel

4-7 business days

UPS Expedited

2-5 business days

UPS Express Saver

1-3 business days

Our team works hard to process orders the same day if received by 8:00am EST, or the following business day if received after 8:00am EST. Processing and delivery times do not include weekends or America holidays. Once your order has shipped you will receive a shipping confirmation email that will include your tracking number.


Order Confirmation

You will receive an order confirmation email within an hour of placing your order with your estimated Delivery Date, guaranteed Ships By date, and list of all items. If you have questions about your delivery dates or would like to change shipping details, contact us and we’d be delighted to help!


Shipping Confirmation and Order Tracking

Once your order has shipped, you will receive a confirmation email with your estimated Delivery Date, tracking information, carrier name, and your order contents.


Order Billing

The payment method provided is charged at the time the order is placed.


Cancelling Orders

Mistakes happen, minds change. Cancel your order before it ships by contacting the Defender Customer Experience Support Live Chat between the hours of 8am-4pm EST or submit a request via the Defender Support Center.


Please Note: Orders that have already shipped, but have not yet been delivered, will be subject to a $15 shipping fee that will be deducted from the order refund.

If your order has already been delivered, no worries! Refer to our Returns & Refunds section for more details on this.

 

Warranty

If a refund is required, you should return the defective unit to the original place of purchase, based on its return/refund policy. If the original vendor’s return/refund policy has expired and/or you require support within your warranty period, please visit the Defender Support Center or email support@defendercameras.com to contact our Customer Experience and Support Team to initiate a repair or replacement. Please have your serial number and/or proof of purchase to validate your purchase date.

Included Warranty

All new products are backed with our standard 1-year warranty and all open box products are backed with our standard 90-day warranty. If you purchased your product directly from Defender or from an authorized Defender retailer, we will repair or replace (at our discretion) your product free of charge (return shipping charges not included) within your warranty period from the date of purchase if the product is determined to be defective.

Extended Warranty

1, 2 or 3-year Extended Warranties can be purchased directly from our website HERE. Extended Warranties are only available for new or certified open box cameras or security systems and must be purchased within 60 days of your product's purchase. If you purchased your product directly from Defender or from an authorized Defender retailer, we will repair or replace (at our discretion) your product within your warranty period from the date of purchase if the product is determined to be defective. A deductible is charged for all camera, DVR, and NVR warranty replacement claims and must be paid in advance of your replacement being shipped. With our Advanced Replacement process, your replacement item will be shipped to you once return tracking shows that your item is on it's way to our warehouse.


Please Note: The Defender warranty does not cover damage caused by vandals. Your warranty does not renew when a replacement unit is provided. Warranties are valid from the original date of purchase and are non-transferrable. Extended Warranties can be purchased from HERE. within 60 days of your original purchase date. If the extended warranty is purchased outside of this 60-day window, the warranty is invalid and a refund will not be provided. In no event shall Defender be liable for any special, incidental, or consequential damages for breach of this or any other warranty, expressed or implied, whatsoever.

Disclaimer

Except as expressly provided otherwise in a written agreement between you and Defender, the services provided, and products contained in or purchased through this website are provided as is and without warranties of any kind either express or implied. Any warranty on products purchased through the e-commerce site is limited to the express terms of the manufacturer’s warranty that accompanies such product. To the fullest extent permissible pursuant to applicable law, Defender disclaims all warranties, express or implied, including, but not limited to, implied warranties of merchantability or fitness for a particular purpose, or the warranty of non-infringement. Without limiting the foregoing, Defender does not warrant that the functions contained in the product, service, software, website or app will be uninterrupted or error-free, that defects will be corrected, or that this service or the server that makes it available are free of viruses or other harmful components. Defender does not warrant or make any representations regarding the use or the results of the use of the materials in this service in terms of their correctness, accuracy, reliability, or otherwise. You (and not Defender) assume the entire cost of all necessary servicing, repair, or correction. Applicable law may not allow the exclusion of implied warranties, so the above exclusion may not apply to you. Without limitation of the foregoing, you acknowledge that as a service to users of the Defender apps, we include links to other web sites on the world wide web portion of the internet and that Defender has no control over, and makes no representations of any kind whatsoever, regarding the content or appropriateness of content on such web sites and you hereby irrevocably waive any claim against us with respect to such web sites.

Under no circumstances, including, but not limited to, negligence, shall Defender be liable for any incident, indirect, special or consequential damages that result from the use of, or the inability to use, the product or materials, software, app, the site, or any other website, even if Defender or a Defender authorized representative has been advised of the possibility of such damages. Applicable law may not allow the limitation or exclusion of liability for incidental, indirect, special or consequential damages, so the above limitation or exclusion may not apply to you. No advice or information, whether written or oral, obtained by you from Defender or from or through the site shall create any warranty. In no event shall Defender’s total liability to you for all damages, losses, and causes of action (whether in contract, tort (including, but not limited to, negligence) or otherwise) exceed the amount paid by you, if any, for purchasing any products or services.

Returns & Refunds

30-Day Return Policy

We make returns simple and straightforward! To return your items within 30 days of purchase, customers can visit the Defender Support Center to contact the Defender Customer Experience Support to initiate a repair, replacement or refund. You will need your serial number and/or proof of purchase to validate purchase date. Please Note: Any original shipping charges will not be refunded and return shipping costs are the responsibility of the customer.

Be sure to securely pack all items you’d like to return along with the packing slip, the original box/packaging, and accessories. If you have multiple items to return, simply combine the items of the into a single box and be sure to include packing slips. When your items have been received and inspected, you will receive a return confirmation email. If your item is damaged or deemed defective, Defender reserves the right to adjust your refund amount accordingly.

Please contact us if you receive a damaged item or if you are experiencing technical issues. Our Customer Experience team can help with troubleshooting, setup, and many other concerns.

Please Note:

  • All return requests must be made within 30 days of ordering and received back to Defender within two-weeks of initiating your return.

  • Include all original accessories and packaging when returning your item(s). Do not include any accessories that did not originally come included.

  • Returns must be sent with a Return Authorization Number (RA Number) either on or inside of the box. We recommend selecting a guaranteed delivery service that provides parcel tracking information and proof of delivery. Defender is not responsible for items that are lost or damaged during shipping and cannot replace parcels lost during return shipment if proof of tracking is unavailable.

If you purchased your Defender product elsewhere, please contact your authorized retailer for return details

 

Refund Process

We strive to get refunds processed and money back to our customers as fast as possible! Your refund will be issued back to your original method of payment with 3-7 business days of your product being received at our distribution center. If you do not receive your refund within the stated time-frame, contact us and our Customer Experience Team will be happy to assist you.