Order & Shipment FAQ

Payment Questions

Q1: What payment methods does Netvue accept?
We accept most major credit cards, such as Visa, MasterCard, Discover, and American Express, Apple Pay, JCB, Diners Club, Elo, Shop Pay, Google Pay. Additionally, we also accept PayPal.
Note: Some credit cards may have transaction fees depending on the bank regulation.

Order Questions

Q1: Can I cancel or adjust my order details?
Yes. You can cancel or adjust the order when your order status is preordering, pending, or processing. As long as your order is not under the shipping process, please contact us via shop@netvue.com immediately if you decide to make any changes to it.
Please note, if your orders have been shipped out, it could be challenging to cancel or make further adjustments at this point. If you insist on cancelling or making the adjustment to the order(s) that has/have been dispatched, you will be responsible for the shipment surcharges. Please email shop@netvue.com to get further support.
Q2: How to cancel my order?
Please email shop@netvue.com with your order number. We will help you to address it.
Q3: Can I change my shipping address after the order placement?
Yes. As long as your order is not under the shipping process, please contact us via shop@netvue.com immediately if you decide to make any changes to it.
Please double check your address before placing your order. It is challenging to make further adjustments when your order has been shipped out. If you put an incorrect address, it might create extra surcharges to redeliver your order. Please email shop@netvue.com for further support on changing shipment address.

Shipment Questions

Q1: What happens if my package gets lost?
No worries. We might be able to redelivery a replacement for you, after we confirm that your package got lost. We consider a package lost when the estimated delivery date has passed and there is no more tracking updates for the next 7 business days. Please email shop@netvue.com if you believe you have encountered a package lost issue.
Q2: What shipping methods do you use?
We ship globally. The actual carrier depends on your location and the products you order. You will find the shipment carrier of your order in the tracking confirmation email. Here is a general carrier summary:
USPS
FedEx SmartPost
DPD
DHL Paket
Poyal Mail
Common Carrier in Country
United States
United States
Europe
(Germany excluded)
Germany
United Kingdom
Estimated Delivery Days
Please note, for some remote areas, the estimated delivery days may vary.
Q3: Received a defective package, what should I do?
For Security Cameras:
If your device doesn't work and is still under warranty (One-year from Receiving), you can email us your device issue via support@netvue.com. Please follow the instructions to get your full refund:
The necessary information includes:
1. Order number in the package. We recommend keeping the Order number before discarding the package.
2. Device ID on the product.
3. A clear video can show what the issue is.
While we confirm the problem, you can return the item back. We will offer a new one when we receive the returning tracking number.
For other products:
If your merchandise is defective and is still under warranty time (90-day from receiving) please email us to solve it.
The necessary information includes:
  1. Order number on the package.
  2. A clear video or photos can show what the issue is.
After we confirm the issue, we will arrange to resend a new package or refund you.