Order Shipment Notification and Timing:
In-Stock Items:
These products will ship within 3 business days and you can expect your product to be delivered within 7 business days from ship date. You will receive a “Shipping Confirmation” e-mail when this order ships, at this time your credit card will be charged.
Out-of Stock Items:
Prior to check out you will be notified if your product is out of stock. These products may be out of stock for up to 10 weeks. Your credit card will not be charged until the product ships. You will also receive an e-mail notification once your order ships.
Shipping Transit Time:
All of our orders are shipped via UPS Ground Services. Average delivery time is within 7 business days from ship date. Expedited shipping services are currently not available. Our shipping is calculated based on the time the order leaves the warehouse, not from the time the order was placed. Processing time is based on product availability and time of year.
In most cases your package is prepared for shipment immediately and cannot be changed or cancelled. If you were notified that your product is Out-of Stock and you need to change or cancel your order, please email us at webstore@nightowlsp.com as soon as possible. We cannot guarantee that the order will be cancelled but if we are still able to cancel your order Night Owl Security Products will do its best. Otherwise, you will have to wait to receive your package and go through the Returns (RMA) process found on our website.
Under rare circumstances packages can take longer than the average delivery time. Night Owl Security Product’s goal is to provide you with an efficient, hassle free delivery process. If you do not receive your package and the tracking information says it has been delivered, please contact us at webstore@nightowlsp.com and provide us with your full name, complete shipping and billing address, order number, the product you ordered, contact phone number and best time to reach you. We will then personally contact you to resolve any issues.
Free Shipping on all Night Owl products (UPS Ground Shipping to Contiguous U.S. - not including Alaska, Hawaii, Puerto Rico, or Canada.)
Return Policy:
Return Policy:
Night Owl SP LLC guarantees your satisfaction with all of its products sold. We will not be responsible for customer’s misunderstanding of the products, therefore, please be sure you read all specifications of the product you intend to purchase.
Return authorizations may be requested within 30 days from shipping date. Once return (RMA) is approved the product must be delivered to our Naples, FL warehouse within 14 days from the RMA approval date. See below for details about Night Owl’s Return Policy.
Unopened Products:
Returns may be made within 30 days from shipping date if the product is in its original packaging and has never been opened. Full refund, money back guaranteed for all unopened products.
Opened or Used Products:
You may return any product that has been purchased, within 30 days from the shipping date. It must be in its original packaging with all hardware and accessories in the packaging; granted that the products are not damaged or abused and has perfect working conditions. A 20% Re-Stocking fee will be applied.
Defective/DOA (Dead On Arrival) Products:
If the product is defective and is being used for the first time, Night Owl SP LLC will replace the product at no charge to the customer (shipping and handling charges may apply) or the customer has the option to return the product for a full refund within 30 days from the shipping date. If the product is discontinued, Night Owl SP LLC will automatically upgrade you to a comparable or better system.
Prior to receiving a full refund, Night Owl SP LLC will inspect the product to ensure it is DOA. If the product is not defective and is in working conditions, a 20% Re-stocking fee will apply.
This only applies to purchases made directly from www.nightowlsp.com . If you purchased a Night Owl SP LLC product through a retailer or any other online retailer you will have to do the return directly with that specific retailer. Night Owl SP LLC can only reimburse customers who purchased directly from our website.
Privacy Policy:
Night Owl SP LLC takes your privacy seriously, and we want you to know how your information provided is used.
What information is collected:
- Your Full Name
- Your Shipping Address
- Your Billing Address
- Your E-mail Address
- Your Phone Number
- Your Credit Card Number
What we use that information for?
- Fulfilling orders and requests for products, services or information
- Processing returns or exchanges
- Tracking and confirming online orders
- Delivering or installing products
- Marketing and advertising products and services for Night Owl Products ONLY
- Establishing and managing your accounts with us
- Communicating promotions
- Operating, evaluating and improving our business
How we share that information:
- Night Owl SP LLC will not share your information or sell it to any 3rd party companies. Rest assured that your data and information is for Night Owl SP LLC business purposes only.
How we protect your information:
Transmissions over the Internet are never 100% secure or error-free. However, we take reasonable steps to protect your personal information from loss, misuse, and unauthorized access, disclosure, alteration, and destruction.
Warranty:
NIGHT OWL, LLC (“Night Owl”) provides the following warranty to the original retail purchaser only (the “Purchaser”) with respect to this product (the “Product”):
For a period of one (1) year after the date of sale, the Product shall be free from manufacturing defects in material and workmanship. In the event that the Product is defective, the Purchaser must return the Product at Purchaser’s cost (no CODs) to the address below, with the original proof of purchase receipt. In its sole discretion, Night Owl will either repair or replace the Product at no additional cost to the Purchaser. Any replacement Product (or parts) will be covered by the same warranty as the original Product through the expiration date of the original warranty period.
Exclusions:
This warranty does not apply to the following parts or upon the following events:
- Bulbs, LEDs and batteries;
- The Product was not used or installed in the manner described in the installation instructions;
- Negligent use of the Product or misuse or abuse of the Product;
- Electrical short circuits or power surges;
- Use of replacement parts not supplied by Night Owl;
- Product is either tampered with, modified or repaired by another service provider;
- Product has not been maintained in accordance with the instructions;
- Accident, fire, flood or other acts of God;
- Failure to use Night Owl approved accessories;
- Defects or damages arising by use of the Product in other than normal conditions (including normal atmospheric, moisture and humidity conditions).
Except as otherwise prohibited by law, this warranty is in lieu of other warranties, express or implied, and Night Owl neither assumes nor authorizes any person to assume for it any other obligation or liability in connection with the sale or service of the Product.
In no event shall Night Owl be liable for any special or consequential damages arising from the use of the Product or arising from the malfunctioning or non-functioning of the Product or for any delay in the performance of this warranty due to any cause beyond its control. This warranty shall not apply to installation or the removal and reinstallation of products after repair.
Night Owl does not make any claims or warranties of any kind whatsoever regarding the Product’s potential, ability or effectiveness to prevent, minimize or in any way affect personal or property damage or injury. Night Owl is not responsible for any personal damage, loss or theft related to the Product or to its use for any harm, whether physical or mental related thereto. Any and all claims or statements, whether written or verbal, by salespeople, retailers, dealers or distributors to the contrary are not authorized by Night Owl and do not affect this provision of this warranty.
Returns under this Warranty
In order to obtain service, please make sure that you have registered your product on-line no later than thirty (30) days after purchase at http://www.nightowlsp.com in the warranty registration section or in any other matter described in the instructions.
Technical Support Policy
Night Owl Security Products strives to help all of our customers have an excellent experience with our products and get the equipment operating as quickly as possible. In pursuit of this aim, we support our customers 24 hours per day, 7 days per week (24/7), and 365 days per year. This technical support is offered for the life of the product, which term shall be solely determined by Night Owl in its absolute discretion. We provide technical support to our customers in the following ways;
- via our website in the form of how-to videos, a searchable knowledge base, frequently asked questions and extensive technical data
- via email support
- via toll-free telephone technical support
- via remote access to your computer (upon your explicit request and authorization only)
- periodic software and firmware upgrades
Phone and/or email based technical support are only available in connection with Night Owl hardware and Night Owl software products during the Warranty Period for the applicable Night Owl hardware or software. The Warranty Period is set forth in the Warranty Policy accompanying your Night Owl hardware or software.
Registration
Night Owl will not offer technical support to any customer until a customer completely registers their product on the Night Owl website. We rely on the accuracy of your name, address, and contact information in order to support you and will not support customers who have not registered or who have provided incomplete or inaccurate registration information. Please do not contact technical support until you have registered.
Availability:
Night Owl will provide technical support to only the registered customer, or an authorized representative of the customer. The registration information provided by the customer will be used to verify your identity. No other individual will be provided with technical support.
Proper use and scope of support:
Many of Night Owl’s product offerings have a networking component and extensive feature sets. Night Owl separates the types of technical support we offer and limits the extent of available support based upon criteria that we developed through review of customer experiences and our professional technical expertise.
Generally, customers should be able to test, set up, and install the Night Owl product by using the data and tools available on the Night Owl website. Support in the use of a product’s advanced features is supported exclusively via website how-to videos, knowledge base and FAQs. Our technical support specialists will not support or instruct customers on how to use or set-up advanced features.
With respect to the technical support, our goals are to (i) determine if an issue may require repair or replacement, (ii) aid in basic set-up of the product, and (iii) help customers synch their new Night Owl security product to their network and the internet for the purpose of computer or smart device-based viewing and/or control.
Phone support users should expect a polite, professional, and brisk walk through of the issue requiring support. Customers must have properly performed your own troubleshooting of the issues before calling, or the support technician will politely end the call. Proper preparation for a technical support call includes the following:
- the customer must be properly and accurately registered in our support system;
- DVR must be connected to your network/router via Ethernet connection on the DVR;
- must have brand name, model number, user name, and password for your wifi router;
- customer must be able to log into his/her own wifi router;
- must be calling from the product’s location;
- a monitor/TV must be plugged into the DVR;
- if the customer is attempting to access their DVR thru a computer or smart device, the customer; and
- must have the computer or smart device available and the application downloaded and installed.
Night Owl Technical Support specialists are not equipped to and do not support other brands of security products, networking devices or software. Network and smart device-based internet connectivity can be complex. There are many potential issues that are heavily dependent on your unique network environment or strength of wireless signal. Our Technical Support specialists will briskly walk you through a troubleshooting process with the intention of getting the DVR on the internet and demonstrating the ability to view your cameras online. Once accomplished, your file will be noted as a completed and support ticket closed.
Abuse of phone support:
Night Owl strives to provide high quality support and a positive experience during what many consider a frustrating activity. Our goal is to get you operating as quickly and efficiently as possible. As noted above, many of Night Owl’s products have a networking component or advanced features. Given our technical support goals, the following may be considered abuse:
- Abusive or foul language, or threatening behavior or language is not tolerated;
- Repeated use of phone support for network set up of the same model once it’s already been satisfied is not supported;
- Changes in customer’s network environment, 3rd party hardware, or other changes are not issues for Night Owl to remedy;
- Attempted use of phone support for ‘tutorials’ on advanced features that are supported via website is contrary to policy and will not be supported; or
- Calling without being first registered and properly prepared for a technical support call is contrary to policy and the call will be politely ended.
The above abuses of phone support will result in quick termination of the call and may result in permanent refusal of technical support services.
Terms of Use:
Recorded communications
All communications including remote access sessions, emails, and phone conversations are recorded for quality, training and assessment purposes. These are not accessible to customers.
Right to change:
Night Owl reserves the right to change the terms of this Technical Support Policy at any time and without notice to you.
Final remedy:
The final remedy of irresolvable technical support issues within the Warranty Period, at Night Owl’s sole discretion, is the return of product and refunding of purchase price at your original point of sale.
Limitations
Night Owl provides technical support solely as identified in this Technical Support Policy. Night Owl is not responsible for providing technical support for products, damages or other issues arising from deliberate acts, misuse, accident, modification, natural disaster, act of nature, act of God, power failure or surge, unsuitable physical or operating environment, improper maintenance by you or others, or failure caused by components, hardware, software or other items not provided, supplied or sold by Night Owl.
Limitation of liability
NIGHT OWL SHALL HAVE NO LIABILITY FOR ANY PERSONAL INJURY PROPERTY DAMAGE, OR OTHER LOSS, INCLUDING, BUT NOT LIMITED TO, ANY CONSEQUENTIAL, INCIDENTAL, SPECIAL, OR EXEMPLARY DAMAGES ARISING OUT OF OR IN CONNECTION WITH YOUR USE OF A NIGHT OWL PRODUCT OR TECHNICAL SUPPORT.
Definitions
“We,” “we,” “our,” or “Night Owl” means Night Owl Security Products.
“You”, “you,” or “your” means you as the customer or your authorized representative.
