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Shipping and Return

Return Policy
DVRMaster.com offers you a 30-day money back guarantee on all uninstalled, undamaged products. If, for any reason, you are not satisfied with your product, notify us by phone at 818-772-7900 and we will immediately issue a Return Merchandise Authorization (RMA) Number. You can download the RMA Form in PDF or Excel format fill in the details and fax it to (818) 772-7901.

Money-Back Guarantee
All of the products found on the DVRMaster Online Store come with a complete 30-day Money Back Guarantee, less shipping and handling. If you are not completely satisfied with any purchased product for any reason, you can return it for a refund. Please check out our Return Policy for complete details and instructions.

Payment Method
For your convenience, The DVRMaster Online Store will accept VISA, MasterCard, American Express, and Discover. Your credit card is billed/credited at the time the order is placed, except in the cases noted under Mis-shipment, Returns for Defective Products, or Returns for Non-Defective Products. There is no surcharge for using your credit card to make purchases with The DVRMaster Online Store. Please be sure to provide your exact billing address and daytime telephone number, which your credit card issuer has on file for you. Incorrect information may cause a delay in processing your order. The DVRMaster Online Store reserves the right to accept or decline any order for any reason.

Tax Policy
The DVRMaster Online Store collects a local county sales tax for delivery to all addresses within the state of California, and 9.75% sales tax in the state of California.

WARRANTY LIMITATIONS
There are no other express warranties or conditions respecting the equipment. Implied warranties, if any, are limited to the duration of the express warranty provided herein. Some states do not allow limitations on how long an implied warranty lasts so that the foregoing limitation may not apply to you.

LIMITATION OF LIABILITY
In no event shall Dvrmaster.com or any of its subsidiaries or affiliates be liable for any indirect, special, incidental or consequential damages including but not limited to loss of use, loss of data, loss of business or profits. Some localities do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

Shipping Options
The DVRMaster Online Store uses UPS for all orders placed within the continental United States. Orders sent to Hawaii and Alaska will be shipped by UPS Express delivery. Shipping charges are automatically calculated for you when placing your order. Total shipping charges are calculated based on the quantity and model of product(s) you order and shipping method you select. A small insurance charge is automatically calculated when you place your order, and will be combined into one shipping and handling fee. No international billing or shipping addresses are accepted.
The DVRMaster Online Store does not ship on Saturday, Sunday or holidays. Note: The DVRMaster Online Store cannot deliver to P.O. Boxes, APO or FPO addresses. The DVRMaster Online Store currently ships only to addresses within the continental United States, as well as Alaska and Hawaii. The DVRMaster Online Store shall solely determine where it will ship products, without prior notice. All shipments are subject to stock availability.

Mis-Shipment Policy
The DVRMaster Online Store provides you with full shipment insurance for your purchase, included in the shipping and handling fee. However, you are responsible for providing accurate information on the Registration Form. Please double-check and confirm that you provided accurate shipping address and daytime phone number.
If the shipper loses the package, due to customer entry error, then it becomes customer's responsibility to provide the accurate information to the shipper. If the shipper is at fault, and the problem is not resolved within 10 business days, the DVRMaster Online Store will ship a replacement product to you immediately. This policy only applies to products being shipped from The DVRMaster Online Store to the customer.

Missing Material Policy
The DVRMaster Online Store will supply materials missing from your product packages (for example, software, manuals, cards, cables, etc.) if you notify us within 30 days of receipt of order. Please call The DVRMaster.com Store at (818)772-7900, 9 a.m. to 5 p.m. PST, Monday through Friday; (excluding weekends and holidays) for replacement materials.
After 30 days of receipt of order, it will be your responsibility to purchase replacement materials by calling DVRMaster Customer Service at (818)772-7900 9 AM to 5 PM. PST, Monday through Friday; Thursday 7 a.m. to 3 p.m. PST (excluding weekends and holidays).

Order Cancellation
Once your order is submitted for processing, it cannot be cancelled. If you do not want any part of the order, you may choose one of the following options:
  1. When UPS attempts delivery of your order, do not accept the shipment, or write "Return to Sender" on the outside label. UPS will return your order to our warehouse and a refund for the item(s) ordered will be issued to your credit card account, plus any tax (if applicable). We cannot refund shipping charges unless we accidentally shipped you an incorrect or damaged item(s).
  2. Return the item(s) as noted in "Returns Policy" below.

Any items which have been installed or damaged will be accepted at our discretion and may be subject to a restocking fee.

Wire and special orders may not be returned

support for defective products will be provided by our technical support group (www.DVRMaster.com).
Please refer to the following instructions before sending your original item back:

No charge for restocking provided the returned items are in new condition. Shipping charges are not refundable unless they are due to our error.

The following terms apply:

1.      You must return all items to us within 30 days of your purchase or order.

2.      Any returned products must be in like new condition and must include any and all packaging material.

3.      Packaging material cannot be torn or damaged in any way.

4.      Manuals and or warranty cards must be un-used and unmarked.

5.      You are responsible for any return shipping charges.

When we receive the returned merchandise in accordance with the above, we will issue a credit to your credit card or you may take a store credit towards any other items.

 

  1. If your product(s) become(s) defective, or you wish to return or exchange your product(s), within the first thirty (30) days of your invoice date, you may return it for a refund, or an immediate replacement, subject to manufacturer restrictions. Before returning any item, please refer to and provide the following information when requesting a replacement: (refer to packing slip).
  2. Order Number
  3. Bill-to zip code
  4. Bill-to phone number
  5. Your daytime phone number
  6. In order to return merchandise, you must call (818)772-7900, 7 a.m. to 5 p.m. PST, Monday through Friday; Thursday 7 a.m. to 3 p.m. PST (excluding weekends and holidays) for a Return Merchandise Authorization (RMA) number within thirty days of your invoice date or E-mail sales@DVRMaster.com for further instructions.
  7. No returns, of any type, will be accepted without an RMA number. Please be sure to physically inspect your DVRMaster.com Store product(s) before opening any bundled software. For defective software, The DVRMaster Online Store authorizes same-item exchange only.
  8. The RMA number is good for only one (1) purchase transaction and must match the product authorized for return.
  9. All products (unless noted on The DVRMaster Store site) are sold with the full manufacturer's warranty.
  10. You are responsible for shipping and insurance charges related to the return of the original product(s). In order to receive full credit, return your product after obtaining an RMA. All items must be in "as-new" condition, in original packaging and with all warranty cards, manuals and accessories. Any missing items could result in a delay or partial forfeiture of your credit. There will be a 30% re-stocking fee for products returned in a damaged box, or returned in a non-original box.
  11. All items being returned must be received in The DVRMaster Online Store warehouse within 10 business days (two calendar weeks) of receipt of your RMA number and return instructions. Any discrepancies could result in a delay or complete forfeiture of your credit.
  12. The DVRMaster Online Store will ship a replacement or exchange product(s) upon receipt of the returned product(s). You might not need to offer a credit card number for this option. The DVRMaster Online Store will pay for the shipping charges necessary for you to return the defective product(s) within 30 days from purchase date.
DVRMaster will refund or credit your charge card for the value of the product. Shipping and handling charges are non-refundable and we do not pay for shipping on returns. Please allow two billing cycles for the credit to appear on your credit card statement. DVRMaster will not be responsible for any interest accrued, fees, etc., which may be charged to your credit card during the credit processing period.
 

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Testimonials

I have purchased a few systems through DVR Master. Each time I have made a transactions, had a warranty issue or just a general question, I have been extremely satisfied with the results. Service is prompt and prices are extremely competitive. In dealing with Leah (my contact for the company) she never disappoints and has always gone above and beyond to make sure we get the five star service experience. 10/10 I highly recommend!
A.J. Taylor
General Manager
Galaxy Tulare 10,Tulare, CA
I have been using DVR Master and service for the last 8 years. That's because I can always count on the DVR Master team for the best products, best pricing and superior customer Service time and time again. They go out of their way to make sure I am always a satisfied customer. Leah is our rep and she goes out of her way to support us. I highly recommend DVR Master.
Doug Reeder
Owner
Ore-Com Telecommunications, LLC, Portland, OR
Kudos for Jessica. I just wanted to take a moment and express my heartfelt thanks for your knowledge of your product line, your skills in navigating your systems, your responsiveness both online and on the phone and your excellent customer service attitude. It is people like you that engender long term customer relationships that are foundational to any organization's success over the long term.
Bradley Young
Charleston, WV
I want to say thank you for the excellent tech support from DVR Master and much thanks to Jessica for helping us get the tech support that we needed for remote access. We also want to thank the management and tech support team for a job well done and great customer support. We look forward to doing more business with your company.
Thomas
IT Director
Orangeburg, SC
Leah and the tech support team are Knowledgeable and helpful in advising on and supporting their products. Thanks.
Junaid Ali
CEO
Collabotive Inc., Plano, TX