Frequently Asked Questions

Order Processing FAQ

How long does processing an online order take?

A1 Security Cameras processes each order between 8:00 AM to 5:00 PM North American central time on regular business days. At most, orders will take up to two days but those that are completed and paid for before noon will be shipped out on the same day. Customers can easily keep track of their packages by accessing or creating their own A1 Security Cameras Account free of charge.

How do I know if my package was shipped?

Each order is processed between 8:00 AM to 5:00 PM Central Standard Time on regular business days Monday through Friday. Orders processed before 12:00 PM can generally achieve same-day shipping, while those after will be shipped out the following day. When an order is placed after business hours, on weekends and holidays, it will be processed the following business day. Customers will receive a confirmation email that their order has been processed. Occasionally, this email can take up to one business day to be delivered, and customers have reported the email automatically going into their spam folder.

Where is my confirmation email?

Occasionally, the email containing the shipment information will be categorized as spam. However, if you do not find the confirmation email in the spam folder and have not received it, please feel free to contact customer service or call us on WhatsApp at +1 214-940-2107.

How long does shipping take?

Normally, customers will be able to see when their order will arrive upon receiving shipping information, However, for normal orders, customers should expect between four to seven business days for shipping. If the product is in high demand or there are unforeseen circumstances, orders can take up to 10 business days. If we anticipate a longer period of time, A1 Security Cameras will notify you. For further questions, call (214) 948-1300 or email sales@a1securitycameras.com.

What is your refund policy for order cancelation?

Customers finding they made an order in error or want a different product in the middle of the process can be refunded in full minus any accrued wire transfer fees that may have been added by a third party. In addition, orders that A1 Security Cameras cannot fulfill will be refunded through a money transfer.

What is your Return Policy?

Outlined in our Return Policy, A1 Security Cameras accepts returns up to 30 days after arrival if the product is factory sealed and unopened. Upon the the merchandise being opened or the factory seal being broken, the item cannot be returned unless a Return Merchandise Authorization (RMA) number has been issued for the product.

In the case of a manufacturer defect, however, A1 Security Cameras will work with you to have the product fixed or replaced. If you believe your product to be defective on arrival, please call our technical support at (972) 895-3783.

Why is my order still pending?

Pending status means that your order has not been processed nor charged. Most likely our customer service team has attempted to reach out to you concerning your order. The item you ordered might be out of stock, discontinued, or perhaps we encountered a problem with the shipping method, shipping address. We will not process nor charge the order until we receive a response back from the customer. That's why it is very important to check your emails or even spam folder and include a good phone number to reach you at just in case we need to contact you as soon as possible.

What happens when you order a backordered item?

Shipping information like tracking numbers and the time until delivery, unfortunately, cannot be provided until the item is securely shipped. Upon receiving the inventory of your purchase, the A1 Security Cameras team takes every measure to make sure the product reaches you with all due haste. If you have further questions on backordered products, lead times, and inventory, do not hesitate to call our customer service at (972) 895-3173!

Can my order be credited if the product is unavailable?

Yes, absolutely. You can reach out to the customer service department for cancellation or call us at (972) 895-3182. If the order was paid through Fast you have the ability to cancel it on your end and it will cancel the order automatically or if you are open to it, you also have the option for us to connect you with the sales department for an alternative model. We can submit any changes at any time.

Can you estimate weight for shipping?

A1 Security Cameras can do that and so much more. We can provide the shipping weight, expected freight charges, and lead times of products that may not be available upon the initial order. Also, we take every measure to make sure customers ordering in bulk have an amazing experience with policies like free shipping for orders over $300 in the United States.

General FAQ

Where can I find your W9 form?

Click here to download -> W9 Form

Do you accept purchase orders?

Yes. With Net 30 payment terms, we accept PO's for government entities, municipalities, schools, and universities. All other organizations would require approval from our management.

Do you offer spare parts for displayed products that can be ordered?

A1 Security Cameras does not offer spare parts for products, only providing replacements for products and accessories under the three year warranty. For specific parts of each product, we recommend contacting the manufacturer of that product.

I’m with a government agency, how can I work with you?

A1 Security Cameras provides excellent service to government agencies through our Government Secure Program. With skilled professionals standing by and a catalog of products made up of the most advanced products, you can only benefit when doing business with us. Give us a call at (214) 948-1300 or email at sales@a1securitycameras.com.

How do I know if a device is suitable for my system?

If you have a specific question about a particular device or need extended support, A1 Security Cameras lists the manufacturers that provide us with such excellent products. Customers that have purchased products from us can email sales@a1securitycameras.com or call (214) 948-1300 to get set up with a direct technical support call with the manufacturer.

Can A1 Security Cameras provide me guidance and suggestion on the best products?

We are absolutely happy to do so, with A1 Security Cameras representatives standing by to help you. We not only have an extensive catalog for you to choose from, but our team can put together a list of specific suggestions targeted to what you specifically require. Our sales team can respond quickly on any given workday when you email sales@a1securitycameras.com or call (214) 948-1300.

The A1 team can also assist you with designing a system for your home or business fitted to what you need. When you are looking for assistance in designing your system, visit our installation page and put in a request for design help. While we only make installations in Dallas-Fort Worth, Texas, we do absolutely provide design help for customers all over the world!

Can I get technical support without purchasing a product from A1 Security Cameras?

Unfortunately, we can only provide technical support to purchasers of products from A1 Security Cameras. In the past, we’ve written about username and password solutions we’ve encountered and also present LTS owners with the option of purchasing a password reset.

Can you provide a specific product or brand availability?

Absolutely, we can provide you detailed information on our availability. Better yet, we work to get lead times with products that are out of stock. Give our sales team a call at (214) 895-1300.

Does A1 extend the Net 30 days terms to businesses?

Yes, but each company must provide the appropriate credit application and pass through a strict approval process before being considered.

Can you help me setup an order?

Absolutely, our experts can help customers craft an order during regular business hours that will cover every detail necessary before the shipping process is initiated. Use our chat bubble, call customer service at (972) 895-3182, or fill out a service request on our Contact Us page.

International FAQ

Does A1 Security Cameras provide international services?

A1 Security Cameras only provides installation only for Dallas-Fort Worth, Texas, however, our team can provide quotes for orders, help with designing a system for your home or business, and ship products all over the world. Get more information by filling out our quote form or call our sales team at (214) 948-1300.

Do you ship all products internationally?

Based on our carefully written international shipping policy, A1 Security Cameras diligently works with customers and ships each product available in our catalog to customers worldwide with satisfied clients in Canada, Mexico, Great Britain, Saudi Arabia, and more.

What shipping method is used in international terms?

A1 Security Cameras offers processes like Ex Works as well as others at the customer's discretion while working with shipping companies like DHL, FedEx, UPS, and more. Your order is arranged to your specifications through this process so you can get your package as easily and quickly as possible.

Do you ship to Canada?

All the time. We use UPS to ship to Canada and you will have the option to see the shipping cost during checkout. If you see anything abnormal, please get in touch with us. Custom requests, such as using USPS, require more specific solutions. Please contact us with any custom requests!

Please note that we ship everything "customs and duties paid by customer." You will need to check with your state regulators on how they would handle customs and duties.

​How much is international shipping?

Customs and duties vary from country to country. For this reason, we don't quote shipping for international orders, but we can work with your shipper of choice (DHL, FedEx, UPS, TNT, etc.) to schedule a pick-up at our office. The best option is to have a freight forwarder in the United States that we can ship to. Please contact our customer service team if you have any questions.

If an international shipment is refused and/or returned, any taxes, duties, custom fees, brokerage fees, or shipping charges incurred from this return will be the customer's responsibility.

We only accept wire transfers for international orders and returns. To make a return, we need all the following information upon checkout.

  • Account Number
  • IBAN Number
  • SWIFT Code
  • Customer Address
  • Customer Phone number
  • Bank Name
  • Bank Address

Refund Request Disclaimer: If you didn't provide us with all the information above, "upon checkout," the "return wire transfer" will bounce; and a fee will be charged. Any fees incurred are the customers' responsibility.

What payment options are available for international transactions?

For all international orders, A1 Security Cameras accepts wire transfers and verified PayPal payments. However, using PayPal will include a 2% added surcharge for the currency exchange system, while wire transfers make no such addition.

Are international credit cards accepted?

For most orders, no. A1 Security Cameras only accepts credit cards for American and Canadian orders. However, outside of either country, we accept only Paypal and wire transfers for international orders. Upon placing an order, customers will receive a confirmation email that contains shipment information.

What is your return policy for international orders?

Orders successfully received from A1 Security Cameras internationally cannot be returned.

Can you provide export documentation?

Yes. Upon request, we can provide multiple copies of commercial invoices, harmonized system codes (HS Code), certificates of quality, UL certification, material safety data sheets (MSDS), etc. However, A1 Security Cameras suggest that the customer fills out such documentation personally.

Customer Service FAQ

What discounts do you offer?

A1 Security Cameras offers substantial benefits to our customers that can make working with us worthwhile. One such example of the benefits we offer can be found in our shipping policy which makes shipping free with orders over $300 for customers in the United States.

Other deals A1 Security Cameras provides can be found in our Design and Installation policies, one of which includes free walkthroughs, free quotes, and more that will make installing your system much easier.

For more information on our policies or what we can offer you, email our sales team at sales@a1securitycameras.com today!

What is the process for tax exemption?

Our system does not charge Credit Cards instantly -- after placing your order, please send us tax exemption certificates via email sales@a1securitycameras.com and we will remove sales tax from your order!

Are the products listed on your website brand new?

Yes. Unless explicitly stated, all products you purchase on our website are brand new, factory-sealed, and under manufacturer warranty.

How can I benefit from the A1 Security 3 year warranty?

Customers that have purchased products from A1 Security Cameras can enjoy unmatched service and a three year warranty. Upon finding that your purchased A1 product has become defective, call our technical service at (972) 895-3783 or shoot an email to sales@a1securitycameras.com. If we are not equipped to fix your system, our team will set you up directly with the manufacturer’s tech team!

What do I do if my online order is wrong?

We make every effort to make sure you have only the best experience when ordering our products. Please call (972) 895-3185 or fill out the contact form for a representative to help you as soon as they are able.

Can I change the shipping address after placing the order?

Certainly, call (972) 895-3185, email sales@a1securitycameras.com, or leave us a message on our dedicated chat feature in the bottom right corner of the website. A1 Security Cameras makes every effort to give our customers the best possible experience.

The camera I purchased from A1 Security Cameras has a broken part, does the three year warranty cover this?

Absolutely, A1 Security Cameras will provide you with technical support to help get your camera back in working order when you call technical support at (972) 895-3783. If your issue is outside of our skill set, we will set up communication between you and the manufacturer.

Installations FAQ

Can your professionals help with my system installation?

Yes, they can! A1 offers both pre-planned by the customer and turnkey security system installation in for residents and business owners in Dallas-Fort Worth. Each of our professionals are experienced and prepared for each installation or repair.

Does A1 Security Cameras provide a Workmanship Warranty?

Yes, we do! Work done by our professionals is covered by a 30-day workmanship warranty so you have time to examine our final result.

Does A1 Security Cameras accept credit card payments on installations?

A1 Security Cameras accepts credit card payments with an added 2% processing fee. We also accept checks.

Will A1 Security Cameras install products not bought through the catalog?

Our professionals are easily capable of installing security products not purchased through A1 Security Cameras, however, such products will not fall under our tech support nor our three year warranty. That is why our professionals will push for each customer to consider purchasing their security system and products from our catalog.  

Do you offer tech support for installed products?

Unfortunately, we cannot provide any technical support or warranty to products not purchased through our catalog. A1 Security Cameras can only provide tech support and a three year warranty for products sold off of our catalog.

Does A1 mount TV's?

A1 Security Professionals can indeed mount monitors and television screens during the installation process!

Is there anything A1 will not install?

For installation, A1 Security Cameras cannot install turnstiles at this time. However, each turnstile product is available for order. Every other product offered in our catalog can be installed in Dallas-Fort Worth by our team!