Shipping & Returns
At Praos Smart Security our aim is to keep order processing as simple and expedient as possible. Processing times vary from 1-3 business days and transit time varies between 2-10 business days, considering your item is in stock.
- If you have any questions about your order or an item listed on our online store, please call us at +1 804-687-6894, Monday-Friday, 8am-6pm ET.
- As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase.
- As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment.
- If your item is on back-order or unavailable, we will void the pre-authorization and reach out to you via e-mail.
- If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.
- Usually within 1-3 business days. (Processing time in our fulfillment center from order receipt to shipment, based on stock availability and normal order volume. These estimates exclude holiday and other peak seasons.)
- 2-10 Business Days - Actual time depends on your distance from our nationwide fulfillment centers.
- If your order is stock and we process the charges to your credit card, it will ship within 1-3 business days from the date of your order.
- We will send you tracking information within 24 hours of your order leaving the fulfillment center to the e-mail address you provided when checking out.
- We ship daily via UPS Ground, FedEx Ground, USPS, and Freight to the lower 48 states.
- A phone number is required by the freight company to schedule a delivery appointment.
- Failure to provide a working phone number at the time of your order, may cause a delay in delivery. Freight items will not be delivered without an appointment.
- We ship via UPS and FedEx for most items, USPS for small accessories, and large items are shipped via Motor Freight Standard curbside delivery. If you require an expedited delivery, please call our Customer Service Dept. at +1 804-687-6894 for shipping rates.
- Please carefully inspect all of your items before signing the release with the freight carrier, if using freight service.
If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at firstname.lastname@example.org or call us at +1 804-687-6894
If you have any additional questions about the ordering and shipping process, please contact us by email at email@example.com
- Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.
- If your item(s) do arrive damaged, please send photos to firstname.lastname@example.org and we will process an insurance claim on your behalf.
- All items damaged in transit can be exchanged as long as you contact us within 48 hours of receipt of delivery.
- Damaged products must have original boxes (including packaging materials), documentation, instructions, and accessories.
- Once an insurance claim has been initiated, the shipping company will return to the delivery location to inspect and pick up the damaged item(s). Please make sure the items are available and ready for pick-up attempt in order to avoid delays. If you do not make the items available for pick-up, you will then be responsible to ship the items back yourself. Please call ASAP at +1 804-687-6894 to return or report a damaged item.
Cancellations & Refunds:
Once your items have shipped, the terms of our Shipping & Returns will become effective immediately. Praos Smart Security reserves the right to charge a restocking fee of up to 25% on orders once they have shipped.
- All orders cancelled after 48 hours are subject to a $20 administration fee and 3% cancellation fee. The 3% fee covers credit card transaction fees.
- If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges for BOTH directions (from the supplier fulfillment center to you, and back to the supplier fulfillment center) and the 25% restocking fee. The purchase price minus these fees and above cost will then be refunded to you when our supplier process your returned items. Refunds will only be issued to the original credit card that you use when placing your order.
- The product must be returned within 14 days from the date of delivery. It has to be in unopened original packaging. Refunds will only be issued to the original credit card that you used when you placed your order.
14 Day Return Policy:
- We accept returns for items within the first 14 days of delivery receipt. You may return it for an immediate merchandise exchange, credit, or refund within the 14 days of receiving your order as long as all items are returned in new condition (unused and in original factory condition), with original boxes (including packaging materials), documentation, instructions, and accessories.
- All returns are subject to our supplier inspection and approval.
- Personalized and custom items are non-refundable.
- You (the buyer) will be responsible for any return shipping cost for BOTH directions (from the supplier fulfillment center to you, and back to the supplier fulfillment center) and the 25% restocking fee. The purchase price minus these fees and above cost will then be refunded to you when our supplier process your returned items. Refunds will only be issued to the original credit card that you used when placing your order.
- We offer Free Shipping on most of the products at our online stores. It means that all standard shipping to the lower 48 Continental United States is free* (some exclusions apply)
- Any items listed as "Free Shipping" or "Shipping Included" will only be shipped within the continental United States using standard ground shipment for free (no expedited shipping is available for free).
- Orders to Alaska, Hawaii or Puerto Rico will have additional charges added after you checkout, even if listed as "Free Shipping" or "Shipping Included". We will contact you upon receipt of your order to notify you of the shipping rates and collect the payment before shipping your items.
- All defective items will be handled by the manufacturer under the terms of their warranty. Praos Smart Security is not responsible for replacing items that fall under the manufacturer's warranty coverage. If you require assistance please contact us at email@example.com
- Refused deliveries are not covered under our Damaged Goods Policy, and will be refunded the original purchase price minus actual shipping cost for BOTH directions (from the supplier fulfillment center to you, and back to the supplier fulfillment center) plus a 25% restocking fee.