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Shipping and Returns
Return Policy & RMA Request
 

Return Policy

Our company offers only the finest products available and we make every effort to meet your high standards for quality products, accurate descriptions, reliable shipping and exceptional customer service. If you should experience a problem, question or concern, please contact us immediately.

  • All merchandise is guaranteed for 30 DAYS from original date of purchase.
  • Any missing parts or damages should be reported within 7 Business days from the delivered date.
  • Most of our merchandise is guaranteed with a manufacturers warranty.
  • We agree, at our option to repair or replace any defective merchandise during the 30 day warranty period.
  • Defective products returned to us in original packaging with all accessories and owners manual will be replaced or repaired.
  • Defective products returned to us missing accessories or original packaging will be replaced or repaired as received.
  • A 15% Restocking fee will apply on non-defective returns if a Company Credit is requested (Sorry No Cash Refunds).
  • The returned item should include a note explaining the problem & the appropriate ' return shipping address'.
  • Please allow 1-2 weeks for processing.
  • You will receive an email from our returns department informing you of your company credit after it has been applied to your account.
  • No returns sent COD will be accepted.  Returns must be sent pre-paid.
  • IMPORTANT: All returns must go through our email Return Authorization process.
  • To get an RMA number:

 

Required information: *

RMA Type:

*

First Name:

*

Last Name:

*

Email Address:

*

Day Time Phone Number:

*

Evening Phone Number:

*

Order Number:

*

Invoice Date:

*

Product Name(s)
(as shown on invoice):

*

Reasons for return:

*

Please list any additional comments:

  • When you have finished the RMA form you will receive an RMA number which will need to be printed clearly on the outside of the package being returned.
  • Any returned package that does not have an RMA number will be returned to sender.

BY CLICKING ON THE SUBMIT BUTTON, I AGREE ON THE ABOVE RMA POLICY.

Please enter the following code into the box provided:

 
Shipping F.A.Q.
 

Shipping Frequently Asked Questions

 
How do I get my UPS tracking number?
For tracking information, please log into your account with your email address and password and click on your recent order(s). Tracking information is updated at approximately 6:30 PST each evening, M-F. Tracking information is usually updated within 1 business day, however, in some rare instances, it may take as long as 72 hours for tracking information to update. If you have any questions about your order, please don’t hesitate to contact our professional customer service team via phone at 1-866-656-1600 or email at: support@eCameraFilms.com Please have your order number available. 
 
My UPS tracking number shows billing information received or does not show updated tracking information. What should I do?
Sometimes the warehouse draws extra UPS numbers that do not get used when they discover that the items can be packaged safely together. This results in "dummy numbers". Should this occur, you will have multiple UPS tracking numbers initially, however, you may receive fewer boxes, but notice that those fewer boxes contain your entire order. In other instances, UPS may miss a scan for a particular package initially, which will cause the UPS tracking information to show as billing information received. In this case, it is recommended the customer wait up to 5 business days from the time the order was placed before contacting customer service or becoming concerned. When UPS misses an initial scan, they will correct this issue by scanning the package in its destination city. In the rare event more then 5 business days have past since youve placed your order, and your UPS tracking information still shows as billing information received please contact our customer service team immediately, and we will correct this issue for you promptly.
 
How do I contact UPS?
UPS can be contacted via phone at: 1-800-PICK-UPS (1-800-742-5877) The Official UPS Website can be located at: www.ups.com 
 
UPS has my package but they have not delivered it yet. Why?
To inquire about the delivery of your package(s), Please contact UPS at 1-800-PICK-UPS (1-800-742-5877). Your local UPS (hub) station determines the priority of delivery usually based on the shipping method chosen. ECameraFilms.com makes every effort to process, verify, and ship your items in a timely manner. We ship most of our items within 1 business day.
 
What should I do if an item is delivered damaged?
If the item appears to have obvious damage by UPS, immediately tell the UPS driver you do not want to receive this package or call 1-800-PICK-UPS to submit a damaged shipment claim. If the damaged package was left or someone else signed for it, there is a grace period of around 5 days in which to file a damage claim. If a package looks suspiciously damaged, you can tell the driver to wait and open it to make sure the contents are not damaged. Should your inspection of the contents reveal they are damaged, you can refuse the package. If you have any other issues or questions pertaining to your order not related to UPS, please contact ECameraFilms.com customer service toll free at 1-866-656-1600.
 
What should I do if an item is missing from my order?
If you receive a partial order, please verify that there are not multiple tracking numbers for your order or multiple boxes. To do this, go to the UPS website and check your package status with your tracking number. If you see a view all tab, please click on it. You may see that some of the packages have been delivered, while others are scheduled to be delivered either later the same day or on a different day. UPS will sometimes ship out different packages on different UPS trucks, thus causing this issue. Check ALL tracking numbers you have received. Verify you have received all boxes and checked all packing material for small items. If you are still missing an item or items, please call ECameraFilms.com customer service toll free at 1-866-656-1600.
 
ECameraFilms.com does not deliver to APO or FPO addresses?
 
Why was my order sent in multiple packages when it could have all fit into one box?
ECameraFilms.com keeps the safety of your packages in mind with regard to both weight and size. If it is determined all or some of your items may be damaged if shipped in one box, we will take every precaution necessary to ensure your item(s) arrive safely. In some instances, this will result in eCameraFilms having to ship certain orders in multiple boxes. This may also occur if we ship part of an order from one warehouse, and the remainder of the order from another.
 
Why did UPS separate the packages of my order?
In some cases, when multiple packages are shipped, UPS may route certain packages on one truck, while the remaining packages go on another truck. UPS often does this because of space issues. UPS may not be able to load all the packages onto one truck, and as a result they have to ship the remaining packages on a different truck. This may also occur if some items of a specific order are coming from one warehouse, and the remaining items, from another warehouse.
 
Are shipping costs added cumulatively for each item I order or is it discounted when multiple items are purchased?
hipping costs are added cumulatively. If all the added items of your order qualify for free shipping, you will receive free shipping on your entire order. If some items qualify for free shipping and others dont, you will only be charged for shipping on the non-qualified items. Free shipping will still be applicable to the qualified items. Our website will automatically calculate what items qualify for free shipping.
 
Does ECameraFilms.com ship internationally?
ECameraFilms.com does ship internationally.- International Orders: The standard process for international orders is as follows: You would place your order, we would fax a proforma invoice showing all relevant terms (ie payment, shipping, delivery etc). You would send a wire transfer to our bank and upon confirmation of receipt of funds, we would ship the same day. We use all major, reputable worldwide freight forwarders and carriers. We are very familiar with the documentation process and can pack and document your order correctly and promptly.