FAQs

Only part of the tool needs to be replaced, do I need to send the entire item back?

Yes, to process your return properly, we need to have the complete item returned. For example, if your camera battery is not charging we’ll need the camera, charger, battery, and box returned.

I paid for installation and additional software for the item I purchased from AH Camera, will that money be refunded?

Unfortunately, we cannot reimburse customers for any costs associated with installations, additional software, etc., when an item is returned or exchanged.

How are refunds issued?

Refunds are issued via the method of original payment excluding wire transfers. Returns are processed within 48 hours (Monday - Friday) of receipt in our building.

I purchased my item more than 30 days ago, can it be returned?

With new items, the refund period is not more than 30 days. For refurbished items, the refund period is not more than 120 days. We strongly suggest you fully inspect and test your item upon arrival and contact us prior to the expiration of our return policy if your item is not operating as expected.

My item is defective and it’s past the no-hassle satisfaction guarantee return window, what should I do?

We encourage you to test your product within 15 days of receipt so we can quickly remedy any mechanical problems. If you think your product is defective, don't worry. In most cases, it's a simple issue that can be resolved over the phone. You may also contact the manufacturer's customer service departments. They have expert technicians standing by to help solve your issue. Please have your order number or product name for fastest service.

If you test your product after the 30 day (new) or 120 day (reconditioned and open box) guarantee period and find it to be defective, you will need to work with the manufacturer directly, under the product warranty, to get the issue resolved. They will provide a remedy according to their own warranty.

My package is lost, what should I do?

Lost packages are usually located by the carrier and delivered. To avoid duplicate shipments, replacements will be sent after the claims process is complete. Although we are unable to expedite replacements, please be assured that we will work diligently with the carrier to resolve these matters in the most efficient way possible. You must contact us within two weeks of the actual scheduled delivery, in order to guarantee that a lost claim with the carrier can be made.

I accidentally used the wrong address on my order. What should I do?

If a package is returned to AH Camera due to an incorrect shipping address provided by a customer, the customer will be responsible for any additional shipping costs or the return shipping cost, as well as the redelivery cost. AH Camera is not responsible for packages delivered incorrectly due to incorrect shipping information. If the item qualified for our "Free Shipping" promotion, it will not be valid due to the error on the customer's part, and the customer will be charged for all actual shipping costs. In some cases, we may be able to reroute the package to the correct address. However, you will be responsible for the costs associated with rerouting the package.

How do I cancel my order?

Because we ship orders as quickly as possible, it may not be possible to stop your order from shipping. Once shipped, we are not able to cancel your order. You may contact our customer care department to request return if you decide you do not want to keep your order.