Hours of Operation:
Monday - Thursday: 8:00am-6:00pm CST
Friday: 8:00am-5:00pm CST
Address:
5327 Cedar Creek Drive
Kemp, Texas 75143
Toll FREE: 1-866-301-CCTV
Phone: 903-498-3240
Fax: 903-498-8989
sales@rugged-cctv.com - for questions/concerns about products or purchases
techsupport@rugged-cctv.com - if you need help with your current system
info@rugged-cctv.com - to request general information about our equipment
webmaster@rugged-cctv.com - for web related questions or concerns
Due to the HIGH number of spam emails that are received, please make sure to put an appropriate subject line on your emails to us to avoid being accidently deleted. We appreciate your help.
- Ordering FAQ
- Shipping/Handling
- Ordering Guidelines
-
Warranty & Returns
- Lease Equipment
- Privacy Policy
You can click on the picture of the product and follow the links to obtain specific information for the item that you want. When you are ready to order, just either click on "ADD to BASKET" or give us a call and a sales representative will place your order. You will be asked to provide billing, shipping and payment information to process your request.
What if an item is unavailable?
Sometimes an item is out of stock or discontinued. If this happens, we will contact you and ask you if you would like to wait for the item or substitute an alternative item.
Can I submit a Purchase Order?
Yes. We accept Purchase Orders from most businesses, schools, organizations and government agencies. Your Purchase Order should include a brief description of the item, item number, cost of item, quantity, preferred shipping method and billing/shipping information. You can FAX your Purchase Order to us at (903) 498-8989 or mail your request to Rugged CCTV; 5327 Cedar Creek.; Kemp, Texas 75143. Purchase Orders require at least 2-3 business days for processing.
Can I pay by C.O.D.?
Yes. We accept C.O.D. and we can make arrangements for payment by cashiers check or money order.
Can I pay by check or money order?
Yes. You can place your order with a sales representative and mail your check or money order. If you would like to complete your order by mail, please include a description of the item, the item number, the address for billing and shipping and a check or money order payable to Rugged CCTV for the cost of the item plus shipping and handling.
Why is it so expensive to ship to APO & FPO addresses?
Packages sent to APO and FPO addresses must be shipped by the U.S. Postal Service for delivery to the correct address on the military base. We include the cost of insurance for the delivery of your package.
Do you ship internationally?
Yes. We ship packages to most foreign countries and charge international rates with a minimum shipping charge of $75.00 U.S. Please allow 1-2 weeks for international orders to be processed. It is the customer's responsibility to pay any customs or duty taxes for products Rugged CCTV ships outside of the USA. This also applies to packages refused by the recipient and returned to the shipper. It is also the customer's responsibility to make sure products are legal in their country. If the product is returned, all shipping and customs fees will be assessed to the customer. Rugged CCTV declares the full value of all items shipped. All international orders must be paid via bank wire transfer.
Can I return merchandise I bought from Rugged CCTV?
Yes. We offer a 15-day money-back guarantee on most products (minus Restocking Fee). Please contact us for an RMA number and instructions for returning your product. Products returned without an RMA number will be refused.
All shipping charges for destinations within the 48 contiguous United States are calculated during the Rugged CCTV payment processing system. Shipping costs are more for people living in Alaska, Hawaii, Puerto Rico and international locations (outside of the United States).
In order to avoid untimely product delivery for customers living in Alaska, Hawaii, Puerto Rico, or outside the United States make sure you e-mail or call us with your complete shipping address so we can accurately calculate a shipping cost for your location. Orders received after 12 pm CST might not be processed until the following business day.
- Order online using our shopping cart, Google Checkout or Paypal.
- Order by Phone (866) 301-CCTV
We accept All Major Credit Cards, Checks, Money Orders and Purchase Orders
Send Checks & Money Orders to:
Rugged CCTV
5327 Cedar Creek
Kemp, Texas 75143
Why Purchase from RUGGED CCTV?
Because many of our products cannot be found anywhere else. There are a number of organizations retailing products on the internet. Rugged CCTV is not just a distributor; we are an engineering and manufacturing company with a history of unique designs and volume production. Our difference is the support we provide and the affordable solutions to your unique Surveillance and Remote Site needs. We invite you to call us to discuss your site. Click HERE to view ADVANTAGES of Rugged CCTV.
Ordering By Phone
Our customer order/service line is available Monday through Thursday 8-6pm CST and Fridays 8-5pm CST. We are closed on weekends, but please leave a message and we will return your call.
Ordering Online
Feel free to order online at any time. If your order is placed on a major holiday or a weekend, your order will be processed on the next business day.
Warranty
All of our products carry at least a 90 day full warranty. However, most of our products are 1 to 2 years and some even longer. Please review the products to see what warranties are included. The warranties do not include shipping damage, user misuse or abuse, user modified items or acts of God. Be sure to check shipping containers for possible damage upon receiving, just in case a UPS claim needs to be submitted.
Units not covered under warranty are repaired and invoiced for labor, parts and freight charges. Merchandise is not accepted for credit or repair without a Return Authorization Number. Only those companies originally invoiced by Rugged CCTV may apply for equipment credit (no restrictions apply to repair requests if paying by credit card or secured check). All equipment shortages or damage must be reported within seven days of receipt of shipment. Equipment not manufactured by Rugged CCTV is covered under the warranty specified by the respective manufacturer.
click here to download "Duration of Warranty for our Products"
WARRANY TERMS
Your Rugged CCTV Digital Video Server/Recorder has a Two Year Limited Warranty that covers parts & labor for all covered repairs, but if the case is opened, or modifications are made to the system, or unauthorized software is loaded onto the system, the warranty is voided.
Certain items are not eligible for return for any reason. They are considered special build items. They include all PTZ cameras, all wireless components, and multi cam setups. They still have their full repair period covered under warranty.
We require that you keep the box and closed cell styrofoam that the server comes in. This way if you ever need to ship it back to us for any reason you'll already have the needed shipping material. If system is not shipped in original boxing the system will no longer be covered under warranty. If the unit is damaged in transit and it was not packed in the original packaging, you are responsible. If you ship any equipment back for any reason fully insure it. Freight companies rarely accept damage claims when the product was not packed correctly. We are not responsible for damage occurring during shipping.
If sending something back for credit, exchange or repair, you’ll just need to repack it in the original packaging, and then call to get an RMA (Return Merchandise Authorization) number. Print this number clearly on the outside box and ship it back to us. If no RMA number is found on the box at delivery it will be refused and returned to you at your cost.
We require that all Rugged CCTV Digital Server/Recorders be plugged into a UPS (Uninterruptible Power Supply) with surge protection, due to lightening strikes and power outages. A 900VA to 1200VA Unit is recommended. To ensure that your warranty is valid you must use a UPS. Damage caused by lightening strikes, power surges and acts of GOD are not covered under warranty.
If you are sending cameras back to exchange them for a different lens, or a different camera you must have all the original packaging and items included with the camera (including but not limited to packaging, paperwork, screws, tools, leads, etc). Partial returns for exchange will be charged a 20-25% restocking fee. If a product is replaced during the warranty period the warranty is valid from the date of original purchase.
Service Work for NON-WARRANTY
There is a minimum charge of $75 for repairs made to units not covered under warranty. Merchandise is not accepted for credit or repair without a Return Authorization Number issued by Rugged CCTV. When completing the Return Authorization Form, please describe the malfunction in the "Reason For Return" section.
Replacements
Units not covered under warranty are repaired and invoiced for labor, parts and freight charges.
Rugged CCTV advance replaces most small pieces of equipment. We will pay shipping from our location for the new equipment within the warranty period. A RETURN AUTHORIZATION (RMA) must be obtained from our Customer Service Department prior to returning a product to us. We ask that the customer pays for the shipping to return the defective product.
Only those companies originally invoiced by Rugged CCTV may apply for equipment credit (no restrictions apply to repair requests if paying by credit card or secured check). All equipment shortages or damage must be reported within seven days of receipt of shipment. Equipment not manufactured by Rugged CCTV is covered under the warranty specified by the respective manufacturer.
Returns
All returned products must have a Return Authorization Number. Rugged CCTV does not accept returns after 15 days of shipping date – FOR ANY REASON. New equipment returned in original packaging & with all original documentation will be credited (minus the standard 20% Restocking Fee) if received within this 15-day period (except for freight). Returns out of packaging will not be accepted and will be returned. Special Sale Packages will incur a 25% Restocking Fee. All returned items are subject to inspection and approval by the technical staff. Any items returned for credit or exchange may be subject to a 20-25% restocking fee.
Helpful REMINDERS
1) All servers come with the user name and password pre-set (your manual that comes with your unit will specify - or just call us). The system administrator can then go in and change it at their convenience. If you do want to change the password it needs to be changed before you start entering additional users. Always make the password atleast 5 characters.
2) The manual is included with each Rugged CCTV DVR. If you did not receive a Manual, please let us know as soon as possible and we will send a replacement right away.
3) If you have a problem with something please don't hesitate to call and ask for help. That's what we're here for. We'll get you to the right software or hardware tech depending on your need.
We offer leasing options for customers that qualify. Click HERE to calculate your payments and/or apply.
Rugged CCTV ® Privacy Policy
It is the policy of Rugged CCTV ® to maintain the privacy and security of its customers and their personal information. Rugged CCTV ® DOES NOT and WILL NOT sell, release or give away ANY of its customer's information. This information includes customer name, address, phone number, e-mail address, credit card information and purchases made.
Rugged CCTV ® only uses personal information from its customers to complete the transaction and to verify the validity of the purchase.
Rugged CCTV ® may, from time to time, use customer's information for its own internal marketing purposes to notify customers of special sales or promotions.
Rugged CCTV ® Security Guarantee
Rugged CCTV ® guarantees that it will do all in its power to protect and guard the privacy of its customers and their personal information. Rugged CCTV ® guarantees that it HAS NEVER and WILL NEVER sell or release its customer's information of any kind.
Please contact us at webmaster@rugged-cctv.com if you have any questions or concerns.
Thank You,
Rugged CCTV ® Management
