Home / Defender Store Policies

Help with Shopping


We pride ourselves on making your shopping experience as easy as possible while you learn, evaluate, and buy our products. If you have any questions that are not answered here, please contact us and we would be happy to assist you.

Payments and Pricing

Payment Methods

We accept all major credit cards, Apple Pay, Google Pay, and Shop Pay.

 

Sales Tax

Sales taxes on your purchase are calculated based on state regulations for the shipping address you provide in your order.

We welcome orders of all kinds, including tax-exempt organizations or individuals. Please contact us before you place your order to ensure we can verify your proof of tax-exempt status for the address where your product(s) are being shipped.  

 

Issues with Credit Cards

We’re sorry your experiencing credit card issues, do us a favor by double-checking all the information you provided is correct. If everything seems correct, call your credit card issuer or your payment service’s customer service line for more help.

We do not store credit card information on our website. All payment processing is done through a licenced third party. Refer to our Privacy Policy for more information on compliance.

 

Billing Addresses and Account Verification

Your billing address must match the address you have on file with your payment provider. This helps reduce the chance of delays or orders not going through. Please contact your credit card company for information on the current address on file in case you are unsure.

 

Orders, Shipping, and Returns

Shipping Options

We are proud to offer free standard ground shipping to our customers with no minimum purchase required (estimated delivery in 4-7 business days). Some areas are considered remote from our shipping partners or require air delivery. Therefore, free shipping is not available for these areas and shipping fees will be calculated at the checkout.

Based on your location, expedited and express shipping options may be available. Unfortunately, once shipped, the delivery time of all parcels is out of our control and we cannot guarantee dates provided.

Shipping Method Shipping Time2

Standard Ground Shipping

4-7 business days
*Rural, remote & Canadian Territories excluded

Canada Post Expedited Parcel

3-7 business days

UPS Expedited

2 business days

UPS Express Saver

1 business days

Our team works hard to process orders the same day if received by 12:00pm EST, or the following business day if received after 12:00pm EST. Processing and delivery times do not include weekends or Canadian holidays. Once your order has shipped you will receive a shipping confirmation email that will include your tracking number.

Order Confirmation

You will receive an order confirmation email within an hour of placing your order with your estimated Delivery Date, guaranteed Ships By date, and list of all items. If you have questions about your delivery dates or would like to change shipping details, contact us and we’d be delighted to help!

 

Shipping Confirmation and Order Tracking

Once your order has shipped, you will receive a confirmation email with your estimated Delivery Date, tracking information, carrier name, and your order contents.

You can check the status of your order at any time by logging into your account.

 

Order Billing

We charge the payment method you provide as soon as your items leave our fulfillment center.

 

Cancelling Orders

Mistakes happen, minds change. Cancel your order before it ships by contacting the Defender Customer Experience Support via the Defender Support Center

If you do not want your items, however, no worries! Just setup a return once your items are delivered! Refer to our returns policy for more information.

 

Returning your Items

We make returns simple and straightforward! To return your items within 45 days of receipt, customers can visit the Defender Support Center to contact Defender Customer Experience Support to initiate a repair, replacement or refund. You will need your serial number and/or proof of purchase to validate purchase date.

Be sure to securely pack all items you’d like to return along with the packing slip, the original box/packaging, and accessories. If you have multiple items to return, simply combine the items of the into a single box and be sure to include packing slips. When your items have been received and inspected, you will receive a return confirmation email.

Please contact us if you receive a damaged item or if you are experiencing technical issues. Our Customer Experience team can help with troubleshooting, setup, and many other concerns.

 

Refund Process

We strive to get refunds processed and money back to our customers as fast as possible! Your refund will be issued back to your original method of payment within 2-3 business days.

If you do not receive your refund within the stated time-frame, contact us and our Customer Experience team will be happy to assist you.

 

Exchanges and

Within 45 days of receiving your product(s), you can choose to exchange your product(s) if they are defective or damaged upon delivery at no additional cost to you. To exchange your products, please contact us and we will provide you with a pre-paid shipping label. Once the item is confirmed in transit to our warehouse, your new item will be shipped.

Price Adjustments

If you purchase a product directly from Defender and the price is reduced within 45 days of purchase on our website or at one of our authorized Defender distributor or retailers, contact us to request a price adjustment and we will refund you the difference between the current advertised price and your original purchase price. Defender will also price match any price at one of our authorized Defender distributors or retailers by contacting us before you make a purchase on our website.

Conditions apply:

  • Authorized dealers and retailers are limited to: Walmart, Home Depot, Costco, Sam’s Club, BJs, NewEgg
  • Marketplace listings are not applicable for the Price Match Guarantee
  • Product must be the same model number as shown on the Defender website
  • Proof of advertised price is required

 

Returns Policy and Warranty

Returns Policy

We understand that the things you buy don’t always work out as you expect. If you would like to return your product(s), please make sure that you review this information so that your return(s) are processed without delay.
For all new or certified refurbished products that you would like to return, follow the steps of the returns process within 45 days of receiving your order when purchased directly from us. If you purchased your Defender product elsewhere, please contact your authorized retailer for returns details.

Please note:

  • All return requests must be made within 45 days of receiving your order and received back to Defender within two-weeks of initiating your return.

  • Include all original accessories and packaging when returning your item(s). Do not include any accessories that did not originally come included.

  • Ensure that you carefully package your items so that they do not get damaged in transit. We recommend you use the shipping box you initially received your items in to make things easier (just remove original labels before attaching your prepared return label).

  • Returns must be sent with a Return Authorization Number (RA Number) either on or inside of the box. We recommend selecting a guaranteed delivery service that provides parcel tracking information and proof of delivery. Defender is not responsible for items that are lost or damaged during shipping and cannot replace parcels lost during return shipment is proof of tracking is unavailable.

 

General Terms & Warranty

If you purchased your product directly from Defender or from an authorized Defender retailer, we will repair or replace (at our discretion) your product free of charge (shipping charges not included) for 12 months from the date of purchase, if the product is determined to be defective. Return shipping will be covered if an extended warranty is purchased. The Defender warranty does not cover damage caused by vandals.

You should return the defective unit to the original place of purchase if a refund is required, based on its return or refund policy. If the original vendor’s return/refund policy has expired and/or the customer requires support within the limited manufacturer’s warranty or purchased extended warranty, customers can visit the Defender Support Center or email support@defendercameras.com to contact our Customer Experience and Support team to initiate a repair or replacement. You will need your serial number and/or proof of purchase to validate purchase date.

Please note, your warranty does not renew when a replacement unit is received. Warranties are valid from the original date of purchase and are non-transferrable. Extended warranties can be purchased from www.defendercameras.com within 60 days of purchasing your product. If the extended warranty is purchased outside of this 60-day window, the warranty is invalid, and a refund will be provided for the extended warranty full purchase amount. In no event shall Defender be liable for any special, incidental, or consequential damages for breach of this or any other warranty, expressed or implied, whatsoever.

Disclaimer

Except as expressly provided otherwise in a written agreement between you and Defender, the services provided, and products contained in or purchased through this website are provided as is and without warranties of any kind either express or implied. Any warranty on products purchased through the e-commerce site is limited to the express terms of the manufacturer’s warranty that accompanies such product. To the fullest extent permissible pursuant to applicable law, Defender disclaims all warranties, express or implied, including, but not limited to, implied warranties of merchantability or fitness for a particular purpose, or the warranty of non-infringement. Without limiting the foregoing, Defender does not warrant that the functions contained in the product, service, software, website or app will be uninterrupted or error-free, that defects will be corrected, or that this service or the server that makes it available are free of viruses or other harmful components. Defender does not warrant or make any representations regarding the use or the results of the use of the materials in this service in terms of their correctness, accuracy, reliability, or otherwise. You (and not Defender) assume the entire cost of all necessary servicing, repair, or correction. Applicable law may not allow the exclusion of implied warranties, so the above exclusion may not apply to you. Without limitation of the foregoing, you acknowledge that as a service to users of the Defender apps, we include links to other web sites on the world wide web portion of the internet and that Defender has no control over, and makes no representations of any kind whatsoever, regarding the content or appropriateness of content on such web sites and you hereby irrevocably waive any claim against us with respect to such web sites.

Under no circumstances, including, but not limited to, negligence, shall Defender be liable for any incident, indirect, special or consequential damages that result from the use of, or the inability to use, the product or materials, software, app, the site, or any other website, even if Defender or a Defender authorized representative has been advised of the possibility of such damages. Applicable law may not allow the limitation or exclusion of liability for incidental, indirect, special or consequential damages, so the above limitation or exclusion may not apply to you. No advice or information, whether written or oral, obtained by you from Defender or from or through the site shall create any warranty. In no event shall Defender’s total liability to you for all damages, losses, and causes of action (whether in contract, tort (including, but not limited to, negligence) or otherwise) exceed the amount paid by you, if any, for purchasing any products or services.

Referral Program

Our team works hard to process orders the same day if received by 12:00pm EST, or the following business day if received after 12:00pm EST. Processing and delivery times do not include weekends or Canadian holidays. Once your order has shipped you will receive a shipping confirmation email that will include your tracking number.

How to Earn Rewards with Defender's Referral Program

Referrers can apply to join the program here. Referrers can earn rewards when a friend clicks on the referral link to redeem their referral code. The referrer can not earn rewards on their own purchase(s). The referral will redeem a reward 30 days after the completion of the referred friend's purchase. A referrer can earn multiple rewards if the referred friend(s) complete one or more purchases of any regular price full security system or IP camera. There is no limit to the maximum number of rewards that can be earned per referrer unless otherwise indicated.

 

Qualifying Purchases

A qualifying purchase is a purchase of a new and regular priced Defender Security System or IP Camera on DefenderCameras.ca. The qualifying purchase must be made before the referrer can receive a reward. Accessories, replacement parts and refurbished items are not be considered a qualifying purchase.

 

Sharing Referral Links

Referral should only be used for personal and non-commercial purposes. Referral links should not be published or distributed on commercial websites (such as coupon websites or Reddit).

 

Termination and Changes

Defender may suspend or terminate the program or a user's ability to participate in it at any time for any reason. We reserve the right to suspend accounts or remove rewards if we notice any activity that we believe is abusive, fraudulent, or in violations of Defender's Terms of Service. We reserve the right to investigate all referral activities and modify referrals in our sole discretion as deemed fair and appropriate. If a referred friend who has completed a purchase chooses to return their monitor within 30 days of purchase, Defender reserves the right to revoke the referrer's reward. The scope, variety, and type of services and rewards that you may obtain by referring purchases can change at any time.