For Expert Assistance Call
1-866-241-3400
Frequently Asked Questions
Policy Questions
Returns
What is your return policy?
We accept returns and exchanges within 30 days for most items. Spy Cameras cannot be returned, but may be exchanged. All returns must be approved beforehand, and an RMA must be visible on the outside of the returned package in order to be accepted.
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What is the processing time for returns?
Returns are completed within 5 business days of arrival. If you have questions regarding the status of your return you can contact our Returns department during our normal business hours. In-store credit will be available immediately, Repairs and replacements will be sent out after completion, and Refund should be applied to your statement within 2 weeks.
How can I request a return?
Returns can be requested by phone at 866-241-3400. All returns must be authorized by a support representative, and the return authorization number needs to be displayed clearly on the outside of the returned package.
Billing
What billing methods are available?
We accept all major credit cards, PayPal, and Google Checkout over the web. Checks, Money Orders and Purchase Orders are also accepted but require additional verification. Please call customer support if you need to request an alternate payment method.
When will my order be charged?
If you use a Credit Card, Your order will be charged when the order is completed. We reserve the funds when the order is placed and capture the funds once the items have shipped. If your order is partially shipped, we will only bill you for the portion that has shipped.
PayPal and Google Checkout transfer the funds immediately after completing the order.
How are refunds applied?
Refunds are applied according to the returns policy. You can choose between an in-store credit or a refund to the original payment method.
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Shipping
When will my order to ship?
Our shipping cut-off time is 4:30pm EST. Orders placed before noon will be shipped the same day, otherwise the order will ship on the next business day. If the items on your order are currently out of stock, they will be shipped immediately after arriving back in stock.
What locations do you ship to?
We ship throughout the United States and Canada, and any other locations that UPS services.
Where do you ship from?
Our shipping facility is located in Louisville, Ky 40299.
What expedited shipping options do you offer?
We offer 3 Day, 2 Day, and Next Day Air shipping services depending on the shipping address. All of the available shipping services will be displayed when you
What is the shipping service time?
Shipping service time depends on the location your are shipping to, current weather conditions, national holidays, and carrier limitations. Use the map below for a general idea of ground shipping service times to your location.
General Questions
Are EZWatch systems Mac compatible?
Our PC based hardware cards are not compatible with Mac computers at this time.
How are PC and Hardware Based Systems Different?
Hardware Based systems are similar to a VCR or a Satellite Receiver. They run on an embedded Linux operating system and have a limited user interface.
PC Based systems are similar to your desktop computer. They run on a Windows operating system and include specialized hardware to connect to your cameras.
Does EZWatch offer Wireless Systems?
EZWatch does offer wireless solutions. Please contact a sales representative for pricing: 866-241-3400.
Are your Systems IP Compatible?
Yes, EZWatch PC Based systems are IP Compatible, but require separate IP licenses. Call the support department for additional details.
How many IP cameras can I connect to my system?
EZWatch PC Based DVR's support a maximum of 32 IP cameras per DVR. Additional licensing is required, please speak with a support representative if you have additional questions.
What makes IP different?
IP cameras connect to your system using Cat5 network cable instead of Coaxial video cable.
Does EZWatch offer installation services?
We do not offer installation service. Our systems are designed for a "Do-It-Yourself" isntallation.
How do I install an EZWatch System?
For instructions on how to install your system, please visit our online installation guide.
Can you recommend an installer if I need one?
In some cases, Yes. EZWatch has a network of Authorized Dealers throughout the United States and can recommend a local dealer when available. If a local authorized dealer is not available, any handyman or licensed electrician would be able to complete the installation.
Questions about Remote Viewing
What Remote Viewing features are available?
With remote viewing, you are able to do the following over the web;
- Live Viewing
- Playback Recorded Footage
- Export and Save Video files
What Mobile Phones are compatible with remote viewing?
Mobile phone remote viewing requires 3GPP enabled phones, including iPhone, Blackberry, and several other top brands.
How do I set up Remote Viewing
There is a different setup process depending on which type of system you purchased, and the software version. Select your system below to view the remote viewing setup guide.
Remote Viewing Guides
- EZWatch Version 5.X - June 2011 or January 2012
Questions about Complete Systems
EZWatch Systems
Can I do remote viewing with my EZWatch System?
EZWatch systems can be viewed remotely over the web with Internet Explorer or the Remote Viewing Software.
Where can I find Software Troubleshooting?
Software troubleshooting guides are available online or by contacting Tech Support during our regular business hours.
TurboView Systems
How do I set up remote viewing with my TurboView System?
We have prepared a for you to view online. Remote viewing setup takes approximately 5 minutes to complete.
How do I set up mobile phone remote viewing?
Mobile Phone viewing is covered in our for instructions on how to enable mobile phone remote viewing on your TurboView DVR.
How do I set the date and time?
Learn how to set the date and time using the .
How do I set up recording schedules?
Learn how to configure the recording schedule using the .
Questions about Security Cameras
How many cameras can I connect?
EZWatch PC Based systems support up to 32 cameras on a single DVR. TurboView Hardware Based systems support up to 16 cameras on a single DVR. You can connect multiple DVR's through a remote management interface if you require more cameras.
How do I add or remove cameras from a Kit?
When you configure your kit you have the ability to add or remove each camera individually. Each kit requires at least one camera and the rest are optional. If the camera you need is not included in the kit based camera options, you can add it separately or contact the sales department in order to bundle the items together.
How do I set up PTZ cameras?
Setting up a PTZ camera is different depending on what type of system you are using. We have online instructions for EZWatch and TurboView sytems. You can also contact our technical support department if you require assistance.
How do I set up auto-tracking for the EZ-Track Dome PTZ?
From your joy stick enter: Call - 80
Questions about Spy Cameras
Night Hawk
How do I pair the camera with the receiver?
Pairing the camera with the receiver is covered in the
How do I use the two-way audio?
Press the receiver talk button once to activate intercom mode, Then press and hold to talk, or release to hear audio from camera.
What recording modes are available?
The Nighthawk offers three recording modes;
- Manual Recording
- Motion Activated
- Motion Activated Schedule
Using the motion activated schedule allows you to only capture motion events during the scheduled time frames.
How can I play back recorded video?
Video playback is covered in the