PTZOptics
Warranties
PTZOptics is proud to offer some of the most robust warranties in the business. Please find a brief summary of PTZOptics warranty information, as well as a downloadable PDF of our warranty text below.
Questions? Please reach out to [email protected].
PTZOptics US Hardware Warranty
Applicable to equipment manufactured starting on 1/1/2020
Overview
PTZOptics includes a limited parts & labor warranty for all PTZOptics-manufactured products. Warranty lengths are shown in the table below. PTZOptics warrants its manufactured products against defects in materials and workmanship for the period shown below from the date of purchase to the original “end-user” customer. The warranty is valid only if PTZOptics receives proper notice of such defects during the period below. PTZOptics, at its option, will repair or replace products that prove to be defective. PTZOptics manufactures its hardware products from parts and components that are new or equivalent to new per industry standard practices.
| Product Class | Warranty Period |
|---|---|
| Camera Mount(s) | 10 Years |
| Wired PTZ Camera(s) for Indoor Use | 5 Years |
| Wired Box Camera(s) for Indoor Use | 5 Years |
| Wired Webcam(s) for Indoor Use | 5 Years |
| Joystick Controller(s) | 2 Years |
| Wireless Infrastructure Product(s) | 1 Year |
Warranty FAQs
PTZOptics and HuddleCamHD offer a limited parts and labor warranty for all manufactured products. The warranty covers our products when operated within their required conditions and with approved peripherals and hardware. Further details can be found within the warranty documentation.
Warranty durations vary by product. Most cameras have a 5-year duration, and most joysticks have a 2-year duration. Please refer to the chart within the warranty statement for specifics.
All warranty claims must begin by contacting the support department. Please include the serial number, product model, and a comprehensive description of the issue. Photos or a video under 2 minutes long can also be provided as supporting evidence.
Once your support ticket has been sufficiently troubleshot with one of our technicians, they will authorize an RMA if deemed necessary and provide you with the next steps towards resolution.
We at PTZOptics and HuddleCamHD will do our best to support all current and past products, even those that are discontinued.
Please contact our returns department, and they will be happy to provide you with information about any warranty exchanges for products we no longer manufacture or sell.
Currently, we do not offer any extended warranty or protection plans. If you’ve purchased an external warranty or protection plan, please contact the company from which you bought it to initiate any additional warranty circumstances.
Please see our international warranty statement for services and procedures for products purchased outside of the United States.
An advanced replacement is only offered in urgent cases where the replacement product(s) must be received before the defective product(s) can be returned. These cases are approved on a case-by-case basis. Please contact the returns department for final eligibility determinations.
We receive daily deliveries from all major shipping companies, including FedEx, UPS, and USPS. Prepaid return labels are only provided for products returning to us within the original 60 days of purchase. Please be sure to share your invoice when prompted in order to ensure you receive a label, if eligible.
PTZOptics Technical Support
PTZOptics technicians will determine and discuss the repair costs and/or replacement criteria with the end-user. PTZOptics Technical Support can be contacted through:
- Email Support: [email protected]
- Submit a Ticket: help.ptzoptics.com
- Chat with Support: help.ptzoptics.com
- Call Support: 484-593-2584 or 1-833-888-9706
Standard support hours are Monday through Thursday from 8 am to 6 pm ET, and Friday from 8 am to 4 pm.
When contacting support, please have the following information readily available:
- SKU or model of your product(s)
- Serial number of your product(s)
- Description of the issue you are experiencing and supporting evidence
PTZOptics International Hardware Warranty
Applicable to all PTZOptics and HuddleCamHD equipment purchased outside of the United States of America on or after 1/1/2020
Overview
PTZOptics and HuddleCamHD provide a limited parts & labor warranty for all directly manufactured products. Product warranty lengths are detailed in the tables on the following page. PTZOptics and HuddleCamHD guarantee their manufactured products against any material or quality defects for the specified duration starting from the purchase date to the original “end-user” customer. PTZOptics and HuddleCamHD manufacture their products from parts and components that are new or equivalent to new, following industry standard practices. The warranty is valid only if PTZOptics, HuddleCamHD, or one of their authorized distributors receives proper notice of such defects during the below-mentioned period.
PTZOptics and HuddleCamHD have completed extensive research to ensure that warranty coverage and limitations do not infringe on laws and regulations present within our distribution network. We are committed to staying up-to-date on global safety, quality, and consumer protections, ensuring you receive the best product and aftercare possible. If you believe any statements, comments, or regulations below infringe on your consumer rights, please contact [email protected] or [email protected] with the warranty material in question.
| Product Class | Warranty Period |
|---|---|
| Camera Mount(s) | 10 Years |
| Wired PTZ Camera(s) for Indoor Use | 5 Years |
| Wired Box Camera(s) for Indoor Use | 5 Years |
| Wired Webcam(s) for Indoor Use | 5 Years |
| Joystick Controller(s) | 2 Years |
| Wireless Infrastructure Product(s) | 1 Year |
PTZOptics and HuddleCamHD Technical Support
Our Support Technicians are available within our standard business hours for questions relating to product troubleshooting.
Standard office hours for the Technical Support Department are Monday through Thursday from 8 am to 6 pm ET and Friday from 8 am to 4 pm ET.
Please note that any questions related to returns, product failures, product availability, or product compatibility should be directed to your preferred distributor or reseller.
Any PTZOptics and HuddleCamHD customer may contact our Technical Support Department by using one of the following resources:
- Email Support: [email protected]
- Submit a Ticket: help.ptzoptics.com
- Chat with Support: help.ptzoptics.com
