Placing Your Order

To place an order you will need an email address and a phone number. If you have trouble placing the order online, please feel free to contact our Sales department for help.

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Standard Shipping is included on all orders to the contiguous US.

Shipping Address

Your order can be shipped to any physical address within the USA. Unfortunately, we cannot deliver to PO Boxes or APO addresses. We also cannot ship to any of the US Territories including Puerto Rico, Guam, the Virgin Islands, or to any other destination outside of the USA.

All shipping addresses are verified before the order is dispatched. If the provided address is invalid, your order will be put on hold and our representative will contact you for an address update. Lorex reserves the right to cancel orders with incomplete or invalid shipping addresses.

Order Processing and Shipping

How do I know when my order was shipped?

Orders ship within 1 business day provided the products are in stock*. You will receive an order confirmation email shortly after your order has been placed. This is not your shipping notice. We will email you a second time with a shipping notice/invoice to let you know that your order has been dispatched from our warehouse. We invite you to log into your account online anytime to view the status of all of your orders.

Orders that have incomplete or invalid shipping address may be delayed. Lorex will attempt to contact customer for an update on the shipping address. Orders that require manual billing or shipping address verification will be delayed until proper billing confirmation document is provided.

How long will it take to receive my order?

You will receive an order confirmation email shortly after your order has been placed. This is not your shipping notice. We will email you a second time with a shipping notice/invoice to let you know that your order has been dispatched from our warehouse. We invite you to log into your account online anytime to view the status of all of your orders.

All of our orders are shipped via UPS. Delivery times average between 5 to 8 business days (UPS Ground). We do have an expedited shipping service (UPS Ground - Priority Processing) available. The delivery times with this service is usually 3-5 business days. These delivery times are calculated from the time the order leaves our warehouse, not from the time of placing the order. Processing times vary between 1-6 days depending on the time of year and product availability.

Billing and Shipping Verification

We ship only to the billing address of the cardholder or to a verified shipping address. The verified shipping address is the address on file from your credit card company or a manually verified address by Lorex after the order is placed. If the information you provide us does not match, we will not process your order. If an order is placed where the shipping and billing address do not match we will put the order on hold for manual verification. The lead time for this process can take up to 24 hours from the time the order was placed. Please see the Payment and Billing article for more information about this process.

How do I cancel an order?

If you wish to cancel an order you may do so by contacting us. Please be sure to include your full name and order number in your cancellation request. Please note that we cannot cancel orders that have already been charged and shipped. We will do our very best to cancel order requests that are made. All cancellation requests will be confirmed by a return email from our customer service department. You may also login to your account and cancel the order online.

I have not received my package

On rare occasions packages that are sent out by UPS can take a bit longer than the average delivery times to be delivered. Our goal is to provide you with quick and efficient delivery. If you have a package that has been shipped and it has not arrived with in the average delivery time period (5 to 10 days), please contact us for the tracking information. If you have not received your package after the allotted time has elapsed please contact us. Please include your full name, complete shipping address and order number. A phone number, if provided, will allow us to personally contact you to resolve any issues quickly and efficiently. Rejected packages, and packages that cannot be delivered due to incomplete or incorrect address will be returned to Lorex logistics center. The order will be considered as cancelled. Refunds are issued and posted within 5-7 business days from the date of such return.

Product information, specifications, and pricing

Our products are subject to continuous improvement, Lorex Technology & subsidiaries reserve the right to modify product design, specifications & prices without notice and without incurring any obligation. In the event that a Lorex product is mistakenly listed at an incorrect price, Lorex reserves the right to refuse or cancel any orders placed for product listed at the incorrect price. Lorex reserves the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, Lorex shall issue a credit to your credit card account in the amount of the incorrect price.