Frequently Asked Questions
Answers to common questions about shipping, our 1-year guarantee, software licensing, returns, and our independent-reseller status.
How do replacements and prepaid returns work?
Defective on arrival or failed within the guarantee period? We replace it at no charge. If we need the defective unit back, the replacement ships with a prepaid UPS return label and instructions. Just put the defective unit in the box, apply the label, and hand it to UPS within 14 days of receiving your replacement. Camera DOA terms are unchanged.
What shipping options are available?
We offer Free UPS Ground shipping, which typically takes 1–5 business days after dispatch, and $30 overnight shipping. Overnight orders placed before 3:00 PM CT on business days typically ship the same day.
Do you ship internationally?
At this time we ship within the United States only. If you have a specific international inquiry, please contact us at [email protected].
How will I receive my tracking number?
A tracking number will be emailed to the address provided at checkout once your order ships. If you do not receive it within one business day of ordering, please check your spam folder or contact us.
What does the 1-Year Guarantee cover?
Eligible products are backed by the guarantee stated on the individual product page.
Do you sell software licenses?
No. Software licenses must be purchased directly from your access-control software vendor. We sell hardware only.
What is your return policy?
Eligible buyer-remorse returns are accepted within 30 days of delivery. Unopened and unused items receive a full refund with no restocking fee. Opened items in new or like-new condition are subject to a 15% restocking fee. Buyer-remorse return shipping is the buyer’s responsibility unless Rapid Security Hardware made the error. Defective-on-arrival items follow the separate 1-Year Guarantee path with no fee and shipping paid both ways by Rapid Security Hardware.
Is Rapid Security Hardware affiliated with Mercury or Axis Communications?
No. Rapid Security Hardware is an independent, third-party retailer. We are not affiliated with, authorized by, sponsored by, or in any way officially connected to Mercury Security (a Honeywell brand), Axis Communications, or any other manufacturer.
Are the products genuine?
Yes. Every unit is genuine, inspected and serial-logged at intake, and verifiable on request. Condition details are stated on each listing, and we never sell counterfeit product.