Rugged Cams Frequently Answered Questions
How do I order an item I see on the web site?
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 “Buy Now or Add to Cart” 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; 201 North Elm Street; Kemp, Texas 75143. Purchase Orders require at least 2-3 business days for processing.
Can I pay by check?
Yes. A personal or company check is acceptible. We must receive your check prior to your equipment being built, tested or shipped to you. Due to several fraudulent customers, when any check arrives here, your bank will be contacted prior to depositing to verify your identity and funds availability.
Can I pay by COD?
No. Due to several fraudulent checks being sent through UPS COD collection, we are no longer able to send any shipment COD.
Can I pay by Cashier’s Check or Money Order?
No. Due to several fraudulent cashier’s check and money orders being presented for payment, we are no longer able to accept them for payment.
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 Cams 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 Cams 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 Cams?
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.
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 PayPal
Send Checks & Money Orders to:
201 North Elm Street
Kemp, Texas 75143
Why Purchase from RUGGED Cams?
Because many of our products cannot be found anywhere else. There are a number of organizations retailing products on the internet. Rugged Cams 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 Cams.
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.
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.
All shipping charges for destinations within the 48 contiguous United States are calculated during the Rugged Cams 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.
**Due to Fraudulent Customers we will no longer be able to advance replace ANY RMA equipment.
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 Cams 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 Cams is covered under the warranty specified by the respective manufacturer.
click here for “Duration of Warranty for our Products”
Your Rugged Cams 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 Cams 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 Cams. When completing the Return Authorization Form, please describe the malfunction in the “Reason For Return” section.
Limitation of Liability:
Rugged Cams does not represent that the products and services it sells may not be compromised or circumvented; that the product will prevent any personal injury or property loss by burglary, robbery, fire or otherwise; or that the products or services will in all cases provide adequate warning or protection. Customer understands that a properly installed and maintained video monitoring system may only reduce the risk of burglary or robbery, but it is not insurance or a guaranty that such will not occur or that there will be no personal injury or property loss as a result. Consequently, Rugged Cams shall have no liability for any personal injury, property damage or other loss based on a claim that the products or services failed to operate or give warning.
Neither Rugged Cams nor Rugged Cams affiliates, employees, or agents will be liable to customer or to any third party for any direct, indirect, incidental, special, punitive, consequential or other damages, losses, allegations, claims, suits or other proceedings, expenses, liabilities or costs (including legal fees) including loss of profits, earnings, business opportunities or data, costs of procurement of substitute goods or services or personal injury (including death) resulting from, arising out of or in connection with, directly or indirectly, customer’s use of Rugged Cams’s equipment, services, or installation activities or customer reliance on any other use of the equipment or services.
Installation of video surveillance equipment is performed by third party independent contractors. Rugged Cams may assist the customer in finding local installers and help coordinate installation activities. However, under no circumstances shall Rugged Cams be held liable for damages to customer’s property, building, and personal injury, loss of profits, earnings and cost of procurement of substitute goods arising out of or in conjunction with installation activities. Any and all customer’s claims arising out of or in conjunction with installation activities shall be directed to the third party installer. It is the responsibility of the customer to ensure that the installer has proper liability/insurance coverage and/or properly licensed.
In no event shall Rugged Cams’s total liability for any or all breaches of warranty exceed the actual amount of hardware purchased by the customer from Rugged Cams.
Rugged Cams will not be responsible for the loss of any information/video/data/archives. In the event of any loss in connection with Rugged Cams’s equipment failing, Rugged Cams’s sole remedy shall be the replacement of failed equipment.
Consent to Jurisdiction:
The customer agrees that all actions or proceedings arising in connection with this Policy shall be tried and litigated exclusively in the State and Federal courts located in the County of Kaufman, State of Texas. The aforementioned choice of venue is intended by the parties to be mandatory and not permissive in nature, thereby precluding the possibility of litigation between the parties with respect to or arising out of this Policy in any jurisdiction other than that specified above.
Units not covered under warranty are repaired and invoiced for labor, parts and freight charges.
Rugged Cams 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 Cams 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 Cams is covered under the warranty specified by the respective manufacturer.
All returned products must have a Return Authorization Number. New equipment returned within the 15 day return period (from shipping date), and are in the original packaging, with all original documentation, will be credited (minus the standard 20-25% Restocking Fee & Freight). Special Sale Packages will incur a 25% Restocking Fee. Special build items not eligible for return. All returned items are subject to inspection and approval by the technical staff. Rugged Cams shall NOT be liable for any loss of data, or property loss and/or damages due to malfunction or failure of the equipment.
Any new product may be returned within 15 days of the delivery date so long as the equipment and packaging are in “as new” condition.
- “As new” means that all returns inside the 15 day period should be undamaged and in their original packaging with all accessories and documentation included.
- To qualify for an RMA during the 15 day period products must NOT be installed, mounted, or configured.
- When shipping us a return, the original packaging must be unmarked. No postmarks or labels may be on the original product box(es).
- There are no returns on clearance or special order items.
- Shipping costs are non-refundable.
- Return shipments must be properly packaged in a shipping carton, insured, and shipped by a method that offers delivery verification.
- No refunds, exchanges, or store credits will be issued after the 15 day period.
- After the 15 day period products may be returned for warranty repair/replacement only.
A Return Merchandise Authorization (RMA) number must be obtained by calling 1-866-301-2288 prior to the return of any merchandise. Any Products returned to us without an RMA will be rejected and/or sent back to you at your cost and expense. An RMA number is only valid for 14 days. Rugged Cams does not pay the return shipping cost for defective merchandise. However, Rugged Cams will split the shipping costs with you. If you pay to send the item back to Rugged Cams, we will replace the item and ship the item to you at no charge. Rugged Cams will employ every resource it has to ensure that your item is replaced promptly, without hassle. We do not provide advanced replacements (also known as cross-shipments) for any product. In the event the original equipment is discontinued or cannot be obtained in a timely manner for repair/replacement, Rugged Cams reserves the right to substitute the equipment with alternative equipment.
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 Cams 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.
It is the policy of Rugged Cams to maintain the privacy and security of its customers and their personal information. Rugged Cams 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.
We only uses personal information from its customers to complete the transaction and to verify the validity of the purchase.
We may, from time to time, use customer’s information for its own internal marketing purposes to notify customers of special sales or promotions.
Rugged Cams Security Guarantee
Rugged Cams guarantees that it will do all in its power to protect and guard the privacy of its customers and their personal information. Rugged Cams guarantees that it HAS NEVER and WILL NEVER sell or release its customer’s information of any kind.
Please contact us at email@example.com if you have any questions or concerns.
Thank You, Rugged Cams Management