Spytronic

Surveillance and High Security

Support

Here are some of the most frequently Asked Questions from our valued customers. You may find them resourceful and relevant.

FAQ

Are you open to the public?

Yes, our store is open to the public for purchases or training services. Those who call to schedule an appointment will have priority over other customers. Otherwise, people are served on a first come, first served basis. Please note that our showroom is only open to serious customers.

What is the delivery time for orders?

If you process an order before 1pm (EST GMT-5) it is possible that your package will leave on the same day. The delay until its arrival will depend on the delivery service chosen. For items purchased using a credit card, it is possible that we perform a verification process and that your package is retained for 24-48 hours. An agent will contact you to validate your shipment. Please provide a valid telephone number.

Are your packages discreet?

We take our customers’ privacy seriously. In order to preserve the confidentiality of your purchases, only our address and the name NEQ1162501127 Quebec Inc. will appear on the package.

What payment options are available for online orders?

Online purchases can be processed using VISA, MasterCard, PayPal, Western Union or by sending a Money Order.

Do you ship outside of Canada?

We ship internationally. Delivery costs vary from one location to another.

What are the shipping options?

Canada options:
- Expedited Service *
- Xpresspost Service
- Priority Service
* Free delivery for orders over 500.00$ CAD across Canada.

U.S. options:
- Expedited Service *
- Xpresspost Service
- Priority Service
* Free delivery for orders over 500.00$ CAD across U.S.A.

International options:
- International Surface (3 to 5 weeks)
- International XpressPost (4 to 7 business days)
- International Priority (1 to 3 business days)
* Certain items are too heavy to enter the free shipping promotion in Expedited Mode. You will then be contacted to approve the order if the item does not qualify for this promotion.

What should I do if my package does not correspond to my order?

If you receive an item that does not conform to your order, please contact us within 10 days of the reception of the package. We will assume the shipment fees to have the item returned and for a new package to be sent out.

How can I track my order?

If you provided a valid email during the checkout process, you will automatically receive a tracking number when your order is shipped. You will then be able to track your package from our location to yours.

Does your company offer warranties?

Most of our products are under warranty for a period of ninety (90) days from the date of the purchase, though certain items are only guaranteed y the manufacturer. If this is the case, you need to ship the item to the original manufacturer, or contact them for an RMA# to exchange the item with us.

What is covered by my warranty?

Warranties cover product malfunctions or defects in materials and workmanship that affect the performance of the product. Any modifications or alterations made to the original condition of the product, misuse or physical breakage will void the warranty. Failure to provide necessary maintenance is not covered by the warranty.

What should I do if a product is defective?

For defective items, please contact a sales representative by email or telephone with your invoice number to request an RMA form. You must fill out the form prior to returning the item. Items that are returned without an RMA form may be refused or delayed for treatment. Items are inspected upon reception. Defective items will be replaced with new ones and shipped in standard mode at no cost.

Can I return an item for a full refund?

Due to the sensitive nature of our products, no refunds can be issued. However, if a product does not meet the requirements of our client, it is possible to return the item for a credit towards other products and services offered by Spytronic Security Inc. Items must be returned in their original condition with an authorization code and approval form in order for the return to be processed.

Is it legal to use your products?

Most of the products we sell can be legally used within Canada. However, please note that despite the legality of certain products, it is still illegal in Canada and in most Occidental countries to infringe upon private life in any way. In certain situations, a court may order and permit the use of certain items for the protection of an individual and his or her assets. If you are uncertain of the legality of the use of one of our products, we suggest you consult a lawyer or attorney.

Do you provide customer support for your products?

We offer free basic support for most items, in addition to providing a complete user's manual with every product. Nevertheless, if you lack the technical knowledge required to operate a product that requires a minimal knowledge of electronics or computer science, we can provide a professional training session at a fixed rate.

What should I do if someone is eavesdropping illegally?

Please consult the Technical Surveillance Countermeasures of our website for more information about the procedures and actions to take in this situation..

Tools

A practical tool to choose the appropriate lens for a camera in accordance to the required field of view.

Please refer to the following table in order to choose the appropriate vest adapted to your needs. You will find relevant information pertaining to the protection levels regarding the projectiles.

Help

Found an answer to your questions? We recommend you to consult a user manual prior to contact us for technical support. If you still have some questions regarding a product purchased at Spytronic Security Inc.* or require general information, you can reach us within the Contact us section.

It is also possible to consult our Question/Answer section within our forums in order to verify if a question has already been answered.

If you require technical support, require specialized technical support or training on your equipment, we can send a technician at your location. Rates may vary according to the required service. We invite you to communicate with us for any further inquiry and additional information in order to receive a service meeting your needs.

* For questions related to technical support for products purchased at Spytronic Security Inc., an invoice number is necessary. If you do not possess an invoice number from our company or purchased your product elsewhere, we will have to bill for technical support.