TABLE OF CONTENTS:
Billing and Payment
WHAT IF I AM TAX EXEMPT?
If you are tax exempt please contact us before placing your order, as we require our Tax Exempt form to be completed and returned.
Once your order has been placed, we will refund you in the amount of the taxes.
WHAT METHODS OF PAYMENT DO YOU ACCEPT
We accept Visa, MasterCard, American Express, and PayPal.
MY STATE IS TAX FREE. WHY WAS I CHARGED TAXES?
We are required by law to collect sales tax when we have a business presence in a state. We are registered with state tax authorities under our legal name: Circus World Displays Limited.
WHY DID MY CREDIT CARD DECLINE?
Some of the reasons a card may be declined at checkout are:
- Declined By Fraud Setting - please confirm that your billing and shipping addresses match, and that your credit card number, expiration date, and name were entered correctly. If you wish to ship to an address other than your billing address, please select the PayPal payment method at checkout.
- Declined: 15005-This Transaction Cannot Be Processed - the charge is being declined by the financial institution due to errors such as insufficient funds or international payment processing. Payments are processed on a Canadian server, and your financial institution may hold the charge as it can be considered international if you are outside of Canada. Please contact your financial institution to have the hold lifted, and try placing your order again.
If you require assistance with placing an order, please call us at 1-866-946-7828.
WHAT IS AN INTERNATIONAL TRANSACTION FEE?
All purchases are processed through a Canadian credit card processor. You may be charged a Foreign Transaction Fee by your financial institution if using a US credit card. If you are charged an unexpected fee for this purchase, don’t worry, contact us and we will be happy to reimburse you.
WHY HASN'T MY ORDER BEEN BILLED YET?
Orders may take up to 1 business day to process. If an issue occurred during the billing process, you will receive an email from our billing team explaining the issue and how to resolve it. If your order has not been billed after 1 business day, please check your email and junk or spam folders for an email from our billing team.
HOW DO I SHIP TO AN ADDRESS OTHER THAN MY BILLING?
To ship to an address other than your billing address, please select PayPal as the method of payment during checkout.
Order Processing and Shipping
WILL I RECEIVE AN ORDER CONFIRMATION?
Shortly after you have placed your order, you will receive an email confirmation with your order details.
HOW DO I TRACK MY ORDER?
Once your order has shipped, we will send you an email with your tracking number. This can be used to track your order.
HOW WILL MY ORDER BE SHIPPED?
Orders may be shipped using UPS, FedEx, USPS, Canada Post, or other carriers.
HOW LONG UNTIL MY ORDER SHIPS?
Any orders placed before 12:00pm EST will ship out the same business day.
Any orders placed after 12:00pm EST may take up to 1 business day for processing before shipping out.
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Our shipping providers routinely deliver Monday to Friday, excluding holidays. Please see our Shipping Method and Delivery Chart for estimated delivery times.
Shipping Method & Delivery Chart
|Shipping Method||Delivery Time|
|Ground Shipping||3-7 Business Days|
|Expedited Shipping||1-3 Business Days|
|Express Shipping||1 Business Day|
Please allow up to 1 business day for order processing
WHAT HAPPENS IF MY ORDER IS DAMAGED?
We take great care in packing your order to ensure it gets to you in perfect condition.
In the unlikely event your order is damaged during shipping, please take pictures of the box, any damage to your product, and the shipping label.
You can report any shipping damage to us by contacting us. At that time, we will open a claim with the carrier.
WHAT LOCATIONS DO YOU SHIP TO?
Ground Shipping is available within the contiguous United States and Canada including Northwest Territories, Yukon, Nunavut and PO boxes.
*Subject to weight restrictions
Shipping Location Chart
|APO/FPO*||Expedited / Express Shipping Only|
|Hawaii / Alaska / Puerto Rico*||Expedited / Express Shipping Only|
|Canada - Yukon / Nunavut / North West Territories*||All|
HOW MUCH DOES SHIPPING COST?
All orders are eligible for free ground shipping!
If you chose Express or Expedited shipping, your shipping charges will be calculated and displayed for you before you enter your credit card information.
Returns and Warranty
HOW LONG DO I HAVE TO RETURN MY PRODUCT FOR REFUND?
We offer a 30 Day Money Back Guarantee on all products purchased from us directly, returned with all original components and packaging within 30 days of the purchase date.
HOW DO I RETURN MY PRODUCT FOR REFUND?
If you wish to return your product, please contact us for a Return Authorization number and complete instructions.
We will not accept returns that do not have a valid Return Authorization Number, are missing components, or have any signs of use such as scratches, dents, or recordings on the SD card (if applicable).
WHEN WILL I RECEIVE MY REFUND?
You will receive an email once your return shipment has been received by us. We will refund your order within 3-5 business days of receipt.
Please allow 2-4 business days for the refund to appear on your original method of payment.
HOW LONG IS MY PRODUCT'S WARRANTY?
- Basic Warranty covers your product for a period of twelve (12) months from the date of purchase on your receipt.
- Extended Warranty covers your product for an additional twelve (12) months following the end of your basic warranty period.
HOW DO I BEGIN THE WARRANTY REPLACEMENT PROCESS?
In the event that you require repair or replacement under warranty, you must contact us before sending your product in.
We will issue you a Return Authorization form with complete return instructions.
This warranty does not cover the shipping cost to our facility, insurance, or any other incidental charges.
HOW LONG IS THE REPLACEMENT PROCESS?
When a product is returned for replacement, the item is tested manually for defects. Once the item is tested, a replacement product will be sent out. The turnaround time is approximately 2-3 weeks from the date we receive the item.
WHAT DOES MY WARRANTY COVER?
Your warranty covers:
- Defects in workmanship or material.
- Mechanical or Electrical failure, and defects on original parts and accessories that came with your product.
This warranty includes but is not limited to the repair, replacement, or refund of the purchase price at Defender’s option.
ARE THERE ANY WARRANTY LIMITATIONS?
This warranty becomes void if the product shows evidence of physical damage from having been misused, mishandled, or tampered with contrary to the applicable instruction manual. Routine cleaning, acts of nature, and normal cosmetic and mechanical wear and tear are not covered under the terms of this warranty. Tearing the tamper-proof sticker on the DVR cases will void the product warranty.
The warranty expressly provided for herein is the sole warranty provided in connection with the product itself and no other warranty, expressed or implied is provided. Defender assumes no responsibilities for any other claims not specifically mentioned in this warranty.
Do replacement parts and Open Items have warranty?
- Replacement Parts are covered under a 30 day warranty period from the date of purchase on your receipt.
- Open Box Items are covered under the Basic Warranty 12 Months from the date of purchase on your receipt.
- Discontinued Open Box Products are covered under a 30 day warranty period from the date of purchase on your receipt.
HOW DO I PACK MY RETURN FOR SHIPPING?
Please keep all original packaging to return your product for refund or warranty replacement. Our products are packaged specially to protect them from any damage during shipping, and without this packaging the return shipment could get damaged.
HOW DO I KNOW WHEN MY REPLACEMENT IS BEING SENT?
You will receive an email containing your replacement product’s tracking number once your replacement is shipped to you.
SHOULD I REGISTER MY PRODUCT?
Yes! We recommend registering your product when you first receive it.
Registering your Product allows us to serve you better over the lifetime of your product.
Please note: registering your product does not serve as your proof of purchase. Proof of purchase may still be required for warranty assistance
WHEN WILL I RECEIVE MY REPLACEMENT?
Each return we receive is tested and processed manually to ensure any issues are diagnosed accurately, and to help make further improvements to our products.
Once your item is received, it is typically tested and processed within 1-2 weeks and a replacement shipped 2-3 business days after this occurs.
In the event that Defender replaces a defective unit, the replacement product will carry the original warranty from the original purchase date.
Extended warranties are a continuation of warranty coverage, after the original 1 year manufacturer’s warranty expires.
This warranty does not cover the shipping cost to our facility, insurance, or any other incidental charges
This warranty is honored for any purchases made directly from us, and any products purchased in Canada and the contiguous US.
This warranty is non-transferable and cannot be re-issued.