FAQ - Orders, Privacy Policy and Terms & Conditions
GENERAL
How do I place an order?
A: Instructions:
- Order on www.cam-do.com
- Click "Add to Cart" for your product
- Pay at checkout
How do I contact CamDo?
A: Visit our Contact Us page. We aim to respond within 1hr, allow 24hrs during business hours (9 am - 5 pm PST, Mon-Fri). Delays may occur on USA/Canadian holidays.
I need a quote, how can I get one?
A: Contact Sales Email: [email protected] or Phone: +1 650 353 4568
As a non-USA customer, why can't I purchase V50 batteries?
A: Due to the recent issues with lithium batteries, V50 batteries can only be shipped to the USA via Ground Shipping. This only applies to separate battery packs only. Construction packs (SolarUp and PowerUp) with included V50 battery are compliant as the battery is enclosed. International orders for SolarUp and PowerUp (with V50 battery) can be shipped, but will arrive in separate boxes.
What is your privacy policy?
A: You can view our Privacy Policy here.
I have a question about an order I need to place. Who can I call?
A: See our Contact Us page. View our Contact Us page. We aim to respond within 24hrs, delays may occur on USA/Canadian holidays.
SHIPPING
How much does shipping cost?
A: Shipping costs vary based on weight, location, and speed. Check shipping prices by adding items to cart and entering address, using Shipping Calculator at checkout. DHL is cheaper than UPS/FedEx, but shipping times may be longer.
If you have your own carrier, email us the account details before ordering. You are responsible for the paperwork.
* All DHL orders have insurance, if the packages get lost during transit.
What shipping method is used?
A: Orders can be shipped via FedEx, UPS, or DHL with priority options at checkout. Add items to cart, enter shipping location to view the options.
Do you ship internationally?
A: We ship internationally to most countries. If the shipping calculator reports a problem, please contact us.
How long does it take for my order to ship?
A: We ship from Georgia, USA, via 3PL (UPS) for international orders. Express orders placed before 12:30 pm EST may ship the same day and after 12:30 pm EST the next business day. Standard orders placed before 12:30 pm EST may ship the next business day, after 12:30 pm EST, and two business days after the order. Contact [email protected] to confirm exact shipping times.
Overnight and 2nd-day air within the USA is 1 and 2 business days, respectively.
UPS Ground within the USA is 4-6 business days.
DHL Express International = 4-10 business days*, uses local postal services.
UPS Standard = 4+ days to Canada or Mexico. Ground delivery.
UPS Worldwide Expedited = 3 days to Canada, 4+ business days to other locations.
UPS Worldwide Saver = 2 days to Canada, 3+ business days to other locations.
International customs processing time is usually less than a day but may be longer in some countries. Customs are outside our control.
* DHL is offered to countries like Canada, the UK, EU, China, Japan, South Korea, Australia, and New Zealand with 4-10 business day delivery, but it may take longer. Tracking is lost when handed to the local postal service.
Shipping times can't be guaranteed due to occasional stock unavailability. We'll notify you if an item is out of stock, but check the stock notes in the cart. If expedited shipping is paid for an out-of-stock item, payment will be applied to expedite the shipment when stock arrives, not refunded.
Can you expedite my order?
A: We strive to accommodate customers with urgent needs, but don't offer guarantees due to warehouse processing and shipping cutoff deadlines. See the above Q&A "How long does it take for my order to ship?
Can I change my shipping address?
A: Orders with physical shipments can be changed once submitted to our warehouse, so please ensure the correct shipping address is entered at purchase. If an incorrect address is used, the order will need to be processed as a return.
Can I ship to a PO Box?
A: Delivery to PO boxes only possible through USPS, not DHL or UPS. For faster delivery, provide a street address.
What is my tracking number?
A: Your tracking number will be sent via email after your order ships from our warehouse.
My order is stuck at a distribution centre or lost, can you help?
A: CamDo is not responsible for delays or loss after the courier picks up the package. We can assist in determining the package's status, but the customer must follow up with the local postal service using the provided tracking information.
I have a question about an order I just placed. Who can I contact?
A: For questions about your recent order, e-mail [email protected] with your order number.
PAYMENT
What payment methods are accepted?
A: We accept Visa, MasterCard, American Express, Discover and Paypal.
How much duty is charged on International Orders? How much tax will I be charged on international orders?
A: CamDo does not charge tax. Customs may assess international duties and taxes. The customer is responsible for paying these fees and will be notified at delivery.
TERMS & CONDITIONS
What is your return/exchange/warranty policy?
A: We have a 15 day return policy for unused hardware products. Product must be in original packaging and in new condition. For orders (over $1,500) and/or physically larger items (e.g. enclosures), a restocking fee of 10% will apply. Refunds will be processed once returned items have been confirmed to be received. Return labels will be provided, and will be deducted from the refund amount.
If the product is opened or used, the product can be returned within 15 days (except SD Cards and GoPro cameras which cannot be returned once opened). A 20% restocking fee will apply for refurbishing opened product. Refunds will be processed once returned items have been confirmed to be received. Return labels will be provided, and will be deducted from the refund amount.
CloudX software and subscriptions can receive a full refund within 30 days of purchase. After 30 days, unused CloudX subscriptions may be paused or transferred to another device, but are not eligible for a refund.
If you are having trouble with the product, make sure you check our support area on the website for our Quick Start Guides and Product Documentation. Should you need additional help please contact [email protected] however, please ensure you have submitted all of the information in the form first as our support team will ask for this information on our first reply email and it will save time: https://cam-do.com/pages/contact-us-support
We cannot support IT/wifi network/router/modem issues as there are too many variables. Please talk to your IT department/specialist/support team.
Any dismantling or modification(s) to CamDo products will void any warranty and cannot be returned.
Any products purchased from a reseller would fall under the resellers return policy/product warranty.
If the shipping address of the returning item is located in a different country from the original shipping address that was used for the initial purchase, the customer will settle the difference of the original shipping cost against the return shipping.
GoPro products: Any warranty issues with HERO5, HERO6, HERO7, HERO8, HERO9, HERO10, and HERO11 cameras are to be handled directly between the customer and GoPro USA. Check out their warranty page here.
Sony products:Any warranty issues with Sony RX0-II cameras are to be handled directly between the customer and Sony.
LumeCube products: Any warranty issues with LumeCube products are to be handled directly between the customer and LumeCube USA. Just email [email protected] and they will take it from there. Check out their warranty page here.
Both GoPro and LumeCube are very responsive and is how their distribution model works - it is much quicker to get warranty response by emailing them directly.
EQUIPMENT PERFORMANCE LIMITATIONS
CamDo equipment is not fault-tolerant and not designed, manufactured or intended for use in extreme temperature or weather conditions, security surveillance, life support, emergency situations, hazardous or mission critical activities. You use CamDo equipment at your own discretion and risk.
LIABILITY FOR POWER-INTENSIVE CAPTURE SCHEDULES
Capture schedules with intervals of 5 minutes or less, running for 8 hours or more over 3 consecutive days, are considered power-intensive and may cause damage or reduce the performance of the UpBlink controller. CamDo Solutions Inc. strongly recommends using a consistent power source, such as AC power with the battery pack, with frequent monitoring of the system during such usage.LIMITATION ON LIABILITY
The replacement warranty is as per the warranty section above. In addition, the replacement warranty is the whole and sole liability for the product. There are no other warranties, expressed or implied. Use of CamDo products confirms your agreement that CamDo Solutions Inc and its distributors will not be liable for any damages from or relating to CamDo Solutions Inc products. Please also note the Equipment Performance Limitations above.
MISCELLANEOUS
Are my images secure?
A: Yes, we use HTTPS and have a policy of not viewing CloudX Pro accounts unless required to for support reasons.
I would like to sell CamDo Solutions’ products. How do I start?
A: Please visit the http://cam-do.com/pages/reseller and fill out the form if you are interested in applying for and becoming an Authorized CamDo Solutions Reseller.
Do you have a Reseller in Europe?
A: Yes, refer to the Resellers Page.
Why are some Resellers around the world priced differently?
A: Our Resellers should not be selling products for less than the prices on our website. If you do see this, please advise us via [email protected]. Every Reseller will have their own expenses to deal with, and prices may vary from equal to our prices, or above our prices. Keep in mind that it may be cheaper to purchase locally from these Resellers once you take into account shipping, customs and taxes. Many of these Resellers also offer installation and support.
Who can I talk to about media inquiries?
A: Please e-mail [email protected] for all media inquiries.
I have a question about a product I just ordered. What should I do?
A: Our Support pages offer quick start guides, product manuals, and setup videos. We do not provide phone support, as email is more effective.
If your question remains unanswered from the guides, email us at [email protected] with detailed information. Before contacting support, fill out the form at https://cam-do.com/pages/contact-us-support to save time, as our support team will ask for it in the first reply.