Return, Exchange & Warranty Policy
Orders may be returned within 30 days of purchase only if equipment is still in full working order with no visible damage or wear and tear and is returned complete, in the undamaged original packaging.
We honor the manufacturer’s warranty, which varies by manufacturer and by specific product. If a replacement part is required, you may either 1) return the defective item, and once the returned item is received by our team we will ship you a replacement, or 2) if you would like the replacement shipped prior to the defective equipment arriving at Surety you can purchase a replacement via our online store for us to ship out. The total cost of the replacement order, including shipping, will be refunded once the defective equipment has been returned to us. Shipping charges are otherwise non-refundable.
You are responsible, via a carrier of your choosing, for shipping charges to return the applicable product and all parts and accessories included in the original packaging.
This RMA and Return Form must be filled out and included with any returned equipment.
Shipping & Delivery Policy
Once an order has been completed, items will be shipped within 2 business days, and dependent on selected shipping preference, will arrive within 7 business days. Should there be any complications with shipment, you will be notified within 1 business day.
Terms & Conditions
We offer our Do-It-Yourself Monitoring as a month to month service. There are no long term contracts for service. We believe the equipment you purchase is yours to do with as you see fit. When you end service with us, we release your module. And we will not lock out your programming. suretyCAM’s Terms and Conditions in detail
What to Do if You Need to Report a Change of Address
Change of address? No problem! Your system can move wherever you do.
Should you find yourself moving to a new address, and you are taking your system with you, please notify us by submitting a secure message . Please include the following information in your submission:
1. The current street address for the system being updated
2. New system street address, city, state, zip code
3. New location phone number (if applicable)
4. Any changes to your contact list (if applicable)
5. Date you would like these changes to take effect
If you would like to place your system on test mode with our central station for up to one week, please include this as well. Remember that you can place your system on test and remove your system from test mode by calling our central station directly.
Please remember to also update your billing address if applicable.
If your subscription includes 24/7 monitoring, when you are done installing at your new home, please notify us of any changes to your security zone list so that we can update our central station records. This will ensure our operators can effectively relay alarm information to authorities.
Updating Central Station Call List
To make changes to your central station call list, either temporary or permanent, please notify us by submitting a secure message. Please include the following information in your submission:
1. The street address, city, state, and zip code for the system being updated
2. Date you would like these changes to take effect
3. Date you would like these changes to be reversed to previous call list (if applicable)
4. In order, the new desired call list (contact, phone number and password for each)
Terminating Your Account
Was it something we said? Can’t we make this work? In all seriousness, we hate to see you go, but our DIY services and monitoring are offered with only a month to month obligation. We ask for notice at least 10 days in advance of the month in which you wish to no longer utilize services. Please use the Cancel Service button found in your Dashboard. To find this button to schedule cancellation, select Alarm Subscriptions and then view your active subscription you wish to cancel.
Alternatively, you can email us at firstname.lastname@example.org.
If you wish to cancel your account mid-month, we can accommodate your wishes, but we will not be able to refund or pro-rate the month after its begun. If emailing, please include the following information:
1. The date on which you would like service to end
2. Terminating system’s street address, city, state, and zip code
3. The verbal administrative password for the account
Sending Sensitive Information
Need to send a secured message to our team? You can do so by logging into your Surety account and accessing this page entering the information to be encrypted, and then hitting the “Send” button. Please note that you will not be able to access this page if you are not logged into your Surety account.