Technical Support

1. Start with our online knowledge base

Visit our online knowledge base for troubleshooting tips, setup guides, and answers to common questions. These resources can help you identify and resolve many issues quickly.

2. Contact AViPAS Technical Support

Email service@avipas.com or call 408-983-0866, Monday through Friday, 8:00 a.m.–5:00 p.m. Pacific Time (PT).

Our technical support team will help troubleshoot the issue and determine the next steps. Please have your product’s model and serial numbers ready. You will be able to find the model and serial numbers at the bottom of the camera.

3. Obtain an RMA Form and Return Your Product

If our technical support team determines that your product requires repair or replacement, we will email you a Return Merchandise Authorization (RMA) form and return instructions.

Please complete the form and include it inside the package. Pack your product securely and ship it to:

AViPAS Inc. Warehouse
3350 Scott Blvd., Bldg 61-02
Santa Clara, CA 95054

Once we receive your product, our engineers will perform diagnostic testing. We will keep you informed of the results and the next steps for repair or replacement.

All AViPAS cameras include a two-year warranty from the original purchase date. Repairs outside the warranty period may incur a service fee. We will provide an estimate for your approval before any paid repairs begin.

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Return & Exchange Policy

We want you to be satisfied with your purchase. If you need to return a product, please review the following return policy.

Returns & Exchanges
● Return requests must be made within 30 days of delivery.
● Products must be new, unused, and in resalable condition, with original packaging, accessories, and documentation.
● Products that have been installed, connected, charged, discharged, modified, or otherwise used are not eligible for standard return.
● All returns require an RMA (Return Merchandise Authorization) form from AVIPAS. Please contact us before shipping any products back to us.

Our customer service information: Email: service@avipas.com or Phone: 408-983-0866 

​Customers may choose an exchange or refund of the eligible purchase amount. Original shipping charges are non-refundable, and customers are responsible for return shipping unless the return is due to a defective product or our error.

Restocking Fee

A restocking fee of up to 25% may apply to eligible returns depending on the condition of the product and the cost of inspection, testing, repackaging, or handling.​ Products that are used, damaged, incomplete, or not in resalable condition may be refused.

Defective Products & Warranty Returns

Defective products covered by our warranty are not subject to a restocking fee. Please contact our customer services for warranty return instructions at service@avipas.com

Refunds

All returned products are subject to inspection. Approved refunds will be issued to the original payment method, less any applicable restocking fee or other authorized deductions.

AVIPAS reserves the right to refuse returns that do not meet the requirements of this policy.

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Shipping Policy

Domestic Shipping

​Our standard shipping method to the 48 contiguous United States is FedEx Ground or UPS Ground, with estimated delivery within 1–5 business days from the shipping date. For the 48 contiguous states, expedited shipping options are also available, including FedEx 3-Day, 2-Day, and Next Day, and UPS Express. Additional charges apply.

Alaska, Hawaii, and Puerto Rico: Ground shipping is not available. Orders to these locations must be shipped via an expedited service, such as 2-Day or Next Day. Additional shipping charges apply.

PO Boxes: FedEx and UPS do not deliver to PO Boxes. Orders shipping to PO Boxes will be shipped via USPS.

For small or lightweight items, we may ship via the U.S. Postal Service (USPS) when appropriate.

Shipping methods are selected based on the product, destination, package size, and service availability.

International Shipping

For international orders, the customer is responsible for all applicable customs duties, import taxes, brokerage fees, and local taxes. These charges are not included in the product or shipping price unless otherwise stated.

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Warranty Policy

Thank you for choosing AViPAS Inc. products.

This Limited Warranty applies to products purchased from AViPAS Inc. and covers defects in materials under normal use during the applicable warranty period. For eligible warranty claims, AViPAS Inc. will repair or replace the product at no charge.

Warranty Coverage

Warranty periods begin on the original purchase date and are subject to the terms and exclusions below:

• PTZ Cameras: 2-year limited warranty
• Joystick Controllers: 2-year limited warranty

Warranty Exclusions

This Limited Warranty does not cover damage caused by improper handling, misuse, unauthorized modifications, or other causes unrelated to defects in materials.

Requesting Warranty Service

Please contact service@avipas.com to request warranty service.

Our service team will review the issue, determine warranty eligibility, and provide instructions for repair or replacement. Please obtain a Return Merchandise Authorization (RMA) form before shipping your product and include the completed form inside the package.

For services not covered under warranty, any applicable charges will be provided for your approval before repairs begin.