At SafeHouse Devices, we understand that security and discretion are paramount when purchasing our specialized products. Our shipping and returns policies are designed with your privacy and protection in mind, just like our security solutions.
Shipping Information
Order Processing
All orders are processed within 1-2 business days after payment verification. For security reasons, we conduct additional verification for certain high-value or sensitive security equipment.
Shipping Methods & Delivery Times
We offer two discreet shipping options to protect your privacy:
- Standard Shipping (DHL or FedEx) – $12.95
Delivery within 10-15 business days after dispatch
Tracking provided with discreet packaging - Free Shipping (EMS) – Free for orders over $50
Delivery within 15-25 business days after dispatch
Tracking provided with discreet packaging
Security Note: All packages are shipped in plain, unmarked boxes with no indication of contents. Shipping labels will only show “SHD Retail” as the sender.
International Shipping
We ship globally except to certain Asian countries and remote regions. International orders may be subject to customs fees, which are the responsibility of the customer.
Returns & Exchanges Policy
We stand behind the quality of our security products. If you need to return or exchange an item, our discreet process ensures your security remains uncompromised.
Eligibility Requirements
To qualify for return or exchange:
- Item must be in original, unopened packaging with all security seals intact
- Return request must be initiated within 15 days of delivery
- Original proof of purchase is required
Non-Returnable Security Products
Due to their sensitive nature, these items cannot be returned:
- Opened or activated security devices (alarms, cameras, CCTV systems)
- Covert recording equipment and audio bugs
- Personal safety items from our Combat Domestic Violence section
- Custom-configured security systems
Return Process
- Initiate Your Return: Email our security team at [email protected] with “Return Request” in the subject line (template provided below).
- Receive Authorization: Our team will respond within 24 hours with a Return Authorization Number (RAN) and discreet shipping instructions.
- Package Securely: Repackage the item in its original security packaging with the RAN clearly visible on the exterior.
- Ship Discreetly: Use the provided return label (standard return shipping costs apply unless the return is due to our error).
Exchange Process
Follow the same steps as the return process, clearly stating in your email that you wish to exchange the item. Specify the replacement product from our catalog.
Refund Timeline & Methods
Once we receive and inspect your return:
- Processing Time: 3-5 business days
- Refund Method: Original payment method (credit cards via PCI-compliant systems, PayPal to original account)
- Refund Visibility: 3-10 business days depending on your financial institution
Special Considerations for Security Products
We understand the sensitive nature of security purchases. For returns of domestic violence prevention equipment or covert security devices:
- All communications will maintain maximum discretion
- Billing descriptors will remain generic (“SHD Retail”)
- Return shipping labels will show no product information
Return Request Template
Subject: Return Request – [Order Number]
Dear SafeHouse Devices Security Team,
I would like to initiate a return/exchange for my recent order (#[insert order number]). Below are the details:
Product Name: [Product name from invoice]
Reason for Return: [Brief explanation]
Requested Action: [Refund / Exchange for (specify product)]
Original Purchase Date: [Date]
Please provide return instructions at your earliest convenience.
Sincerely,
[Your Full Name]
[Contact Email]
[Contact Phone – Optional]
Contact Information
For any questions about our shipping or returns policy, contact our Security Support Team:
- Email: [email protected]
- Phone: +1 (502) XXX-XXXX
- Address: 2721 Lindsay Avenue, Louisville, US 40206
Last Updated: [Insert Date]