Our Commitment to Security Professionals

At Alarm System Shop, we understand that security professionals and homeowners depend on our products for critical protection needs. Just as we maintain rigorous standards for our security systems and monitoring services, we apply the same dedication to ensuring your complete satisfaction with every aspect of your shopping experience.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days after payment verification. Orders placed on weekends or holidays will be processed on the next business day.

Shipping Methods & Delivery Timeframes

Shipping Method Cost Delivery Time Carrier Minimum Order
Standard Shipping $12.95 10-15 business days after shipment DHL or FedEx No minimum
Free Shipping FREE 15-25 business days after shipment EMS $50+ orders
Note: Delivery times are estimates and may vary based on destination and customs processing. Some remote areas in Asia and other regions may have extended delivery times or may not be serviceable.

Returns & Exchanges Policy

Returns & Exchanges Timeframe

We accept returns and exchanges within 15 days from the date you receive your order. This provides adequate time to inspect and test your security equipment to ensure it meets your specifications.

Return Conditions

To be eligible for a return or exchange, items must meet the following conditions:

  • Products must be in original packaging with all included components
  • Items must be unused and in resalable condition
  • All original manuals, documentation, and accessories must be included
  • Security seals must be intact (where applicable)
  • Proof of purchase (order number or invoice) must be provided

⚠️ Non-Returnable Items

Due to security, licensing, and regulatory considerations, the following products cannot be returned or exchanged once opened or activated:

  • Activated Monitoring Services: Alarm.com Services, Alarm.com Video Plans, Alula Security Services, Central Station Alarm Monitoring Services
  • Software & Service Add-ons: Alarm.com Interactive Service Add-ons, Honeywell Total Connect Video
  • Opened Surveillance Equipment with activated licenses or firmware
  • Custom-configured Systems built to specific customer specifications
  • GPS Trackers with activated service plans

Note: Defective items in these categories will be replaced under warranty terms.

Step-by-Step Return Process

1 Submit Return Request

Contact our customer service team within the 15-day return window using the template below. Include your order number and reason for return.

Return Request Template
Subject: Return/Exchange Request – Order #[Your Order Number] Email to: [email protected]

Message:
Dear Alarm System Shop Team,

I would like to request a [return/exchange] for my order #[Your Order Number].

Product Details:
– Product Name: [Product Name] – Quantity: [Quantity] – Reason for Return: [Reason – please be specific]
I confirm that the product is in its original packaging with all components included and has not been used/installed.

Please provide return instructions at your earliest convenience.

Best regards,
[Your Name] [Your Phone Number]

2 Receive Return Authorization

Within 1-2 business days, you’ll receive:

  • Return Authorization Number
  • Shipping instructions and return address
  • Pre-paid shipping label (for defective items)

3 Ship Your Return

Package your item securely including:

  • Product in original packaging
  • All accessories and documentation
  • Copy of your invoice or order confirmation
  • Return Authorization Number clearly visible on the outside

4 Processing & Refund

Once we receive your return:

  • Inspection period: 3-5 business days
  • Refund processing: 2-3 business days after approval
  • Exchange shipment: Processed within 2 business days of approval

Refund Timeline & Methods

Approved refunds will be processed to your original payment method:

Payment Method Refund Processing Time
Credit/Debit Cards (Visa, MasterCard, JCB) 5-10 business days to appear on your statement
PayPal 3-5 business days to reflect in your account
Store Credit Issued immediately for faster future purchases
Note: Original shipping fees are non-refundable unless the return is due to our error or defective product.

Exchange Process

For exchanges to a different product:

  • Follow the standard return process above
  • Clearly indicate your desired exchange product
  • Price differences will be charged or refunded accordingly
  • Expedited shipping available for urgent security needs

Defective Products & Warranty Claims

If you receive a defective product:

  • Contact us immediately at [email protected]
  • We’ll provide a pre-paid return shipping label
  • Replacement shipped upon receipt of defective item
  • Manufacturer warranty support available for Honeywell Resideo, DSC PowerSeries, and other branded products

Need Assistance?

Our security specialists are here to help with your return or exchange:

  • Email: [email protected]
  • Response Time: 1-2 business days
  • Phone Support: Available for urgent security system issues

For faster processing, always include your order number in all communications.

As security professionals serving global customers, we’re committed to ensuring your complete satisfaction with both our products and our service. Your trust in our security solutions is our highest priority.