sales@cam-do.com | Sales: +1 650 353 4568 | support@cam-do.com

FAQ - Orders, Privacy Policy and Terms & Conditions

GENERAL

How do I place an order?

A: You can order on www.cam-do.com. Just hit the "Add to Cart" button for your selected product and use the payment methods in the checkout.

How do I contact CamDo?

A: See our Contact Us page. We aim to respond to emails within 1hr however, please allow up to 24hrs within business hours (9am to 5pm, Monday to Friday, Pacific Time). Delays may occur during USA and Canadian holidays

I need a quote, how can I get one?

A: Add your items to your shopping cart > go to the cart > scroll down > add your shipping address > select your shipping method > click "GET QUOTE".

As a non-USA customer, why can't I purchase V50 batteries?

A: Due to the recent issues with lithium batteries, shipping carriers are considering these items hazardous materials. Therefore V50 batteries may only be shipped via Ground Shipping to the USA. Note that this battery issue is only for separate battery packs and is not an issue when purchasing our Construction packs which include DryX, SolarX. Whilst they have a single V50 battery included, it is contained inside of the enclosure which does comply with shipping regulations. International orders with DryX and SolarX (including V50 batteries) can be shipped, they will just arrive in separate over boxes.

What is your privacy policy?

A: You can view our Privacy Policy here.

I have a question about an order I need to place. Who can I call?

A: See our Contact Us page. We aim to respond to inquiries within 24hrs. Delays may occur during USA and Canadian holidays.

SHIPPING

How much does shipping cost?

A: Shipping costs vary as they are based on weight, geographic location, and shipping speed. You can see shipping prices by adding items into your shopping cart and entering your shipping address and our Shipping Calculator at the checkout will provide estimates on shipping options before having to fill in all your details. DHL is cheaper than UPS and FedEx, however, the shipping times are often significantly longer, so this must be taken into account before selecting DHL.

It is possible to use your own carrier account if you request this specifically before you order by emailing and sending in your carrier account details.

What shipping method is used?

A: Orders are typically shipped via FedEx or UPS. DHL is also available. There are options for level of priority at the checkout. Simply add your items to the cart, then scroll down to add your basic shipping location for the shipping options.

Do you ship internationally?

A: Yes, we ship internationally to most countries. If the shipping calculator reports a problem shipping to your country, please contact us

How long does it take for my order to ship?

A: We are a Canadian company but we ship our products from Georgia in the USA to many parts of the world. We use a third-party shipping warehouse (3PL) which offers UPS international shipments. Express orders (overnight, 2nd day air) placed on our website before 12:30pm EST are processed for shipment that same day or after 12:30pm EST the following business day. Standard orders placed before 12:30pm EST will ship the following business day, and standard orders placed after 12:30pm EST will aim to ship the following business day, however, may ship 2 business days after the order is placed. If you would like standard shipping but need it to be processed quickly, you can contact us and as for a custom shopping cart with a $40 rushed fee included. Below are the typical shipping times:

Overnight and 2nd day air within the USA are 1 and 2 business days respectively.

UPS Ground within the USA is 4-6 business days.

DHL Express International = 4-10 business days*. Upon arrival in the country, this utilizes local postal services for delivery.
UPS Standard = 4+ days to Canada or Mexico. This is ground delivery to these locations.
UPS Worldwide Expedited = 3 days to Canada, 4+ business days to other locations.
UPS Worldwide Saver = 2 days to Canada, 3+ business days to other locations.

Processing times through international customs is usually less than a day, however, in some countries, it's possible to be a lot longer. Customs is completely outside of our control.

*Whilst DHL is also offered to some countries like the Canada, UK, EU, China, Japan, South Korea, Australia and New Zealand and delivery is approximately 4-10 business days, in some cases, it is much longer. We also lose tracking with DHL when they hand it over to the local postal service.

We cannot guarantee shipping times because occasionally items may be out of stock. When items are out of stock, we will try to notify you, but do also check the stock notes in the cart. If items are out of stock and expedited shipping is paid for, the payment will not be refunded, rather, it will be applied to expedite the shipment once the stock arrives.

Can you expedite my order?

A: We do our best to work with customers that need an item ASAP. But we do not offer any guarantees due to warehouse order processing timelines and shipping cutoff deadlines. Also, see the Q&A above "How long does it take for my order to ship?"

Can I change my shipping address?

A: Unfortunately, you cannot change your shipping address after your order has been submitted to our warehouse. Orders with physical shipments are immediately sent for fulfillment and our system can no longer retrieve or change them. Please ensure you enter the correct shipping address at the time of purchase. If an item is shipping out to the incorrect address, we will need to process the order as a return.

Can I ship to a PO Box?

A: DHL and UPS will not deliver to a PO Box. The only option is USPS Priority or Priority Express which will take a lot longer, so if you can get a street address it will be the better option.

What is my tracking number?

A: Your tracking number will be e-mailed to you once your order ships from our warehouse.

I have a question about an order I just placed. Who can I contact?

A: Please e-mail shipping@cam-do.com with any question about your recently placed order you might have. Please include your order number.

PAYMENT

What payment methods are accepted?

A: We accept Visa, MasterCard, American Express, Discover and Paypal.

How much duty is charged on International Orders? How much tax will I be charged on international orders?

A: We at CamDo do not charge tax on our products, however, international duties and taxes are assessed by customs. We cannot tell you in advance what these fees might be nor do we assume any responsibility for these fees. You will be responsible for these fees and notified of the amount due at the time of delivery.

TERMS & CONDITIONS

What is your return/exchange/warranty policy?

A: We have a 15 day return policy for unused products. Product must be in original packaging and in new condition. For orders (over $1,500) and/or physically larger items (e.g. enclosures), a restocking fee of 15% will apply. Return shipping is the responsibility of the customer.

If the product is opened or used, the product can be returned within 15 days (except SD Cards and GoPro cameras which cannot be returned once opened). A 25% restocking fee will apply for refurbishing opened product. Return shipping is the responsibility of the customer.

If you are having trouble with the product, make sure you check our support area on the website for our Quick Start Guides and Product Documentation. Should you need additional help please contact support@cam-do.com however, please ensure you have submitted all of the information in the form first as our support team will ask for this information on our first reply email and it will save time: https://cam-do.com/search?type=page&q=ticket+support&view=search-support&submit=Search

Should you consider the product be faulty you can request to return the product within 6 months for our assessment. If the product is confirmed to be faulty by CamDo, return shipping costs will be refunded along with a full product refund (except SD Cards and GoPro cameras which cannot be returned once opened). To initiate a return or exchange, please contact support@cam-do.com to receive an RMA number. Do not ship a product back to us without an RMA number. We will examine all returned items to confirm their condition and contact you regarding the status of your refund. Upon acceptance, please allow 2-3 weeks for the refund to process once the item is received.

We cannot support IT/wifi network/router/modem issues as there are too many variables. Please talk to your IT department/specialist/support team.

Any dismantling or modification(s) to CamDo products will void any warranty and cannot be returned.

GoPro products: HERO5 camera warranty issues are to be handled directly with CamDo. Any warranty issues with HERO6, HERO7, HERO8 and HERO9 cameras are to be handled directly between the customer and GoPro USA. Check out their warranty page here.

LumeCube products: Any warranty issues with LumeCube products are to be handled directly between the customer and LumeCube USA. Just email support@lumecube.com and they will take it from there. Check out their warranty page here.

Both GoPro and LumeCube are very responsive and is how their distribution model works - it is much quicker to get warranty response by emailing them directly.

EQUIPMENT PERFORMANCE LIMITATIONS

CamDo equipment is not fault-tolerant and not designed, manufactured or intended for use in extreme temperature or weather conditions, security surveillance, life support, emergency situations, hazardous or mission critical activities. You use CamDo equipment at at your own discretion and risk.

LIMITATION ON LIABILITY

The replacement warranty is as per the warranty section above. In addition, the replacement warranty is the whole and sole liability for the product. There are no other warranties, expressed or implied. Use of CamDo products confirms your agreement that CamDo Solutions Inc and its distributors will not be liable for any damages from or relating to CamDo Solutions Inc products. Please also note the Equipment Performance Limitations above.

MISCELLANEOUS

Are my images secure?

A: Yes, we use HTTPS and have a policy of not viewing CloudX Pro accounts unless required to for support reasons.

I would like to sell CamDo Solutions’ products. How do I start?

A: Please visit the http://cam-do.com/pages/reseller and fill out the form if you are interested in applying for and becoming an Authorized CamDo Solutions Reseller.

Do you have a Reseller in Europe?

A: Yes, contact sales@seesense.eu.

Why are some Resellers around the world priced differently?

A: Our Resellers should not be selling products for less than the prices on our website. If you do see this, please advise us via sales@cam-do.com. Every Reseller will have their own expenses to deal with, and prices may vary from equal to our prices, or above our prices. Keep in mind that it may be cheaper to purchase locally from these Resellers once you take into account shipping, customs and taxes. Many of these Resellers also offer installation and support.

Who can I talk to about media inquiries?

A: Please e-mail marketing@cam-do.com for all media inquiries.

I have a question about a product I just ordered. What should I do?

A: Our Support pages have quick start guides, product manuals and setup videos to help you out. Currently, our business model does not include phone support as we have found email to be the most effective. If your question is not answered with the provided information, please e-mail us at support@cam-do.com with as much detail as possible. Please ensure you have submitted the information in the form here first as our support team will ask for this information on our first reply email and it will save time: https://cam-do.com/search?type=page&q=ticket+support&view=search-support&submit=Search

 

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