Step 1: Assessment
Whether your camera has been damaged by an accidental fall, weather conditions, or a hardware issue, it must first be assessed by the Spiideo team before it can be returned.
Start a chat with our support team to begin the assessment. The conversation with Spiideo must be started and handled by an admin on the account listed as the owner of the scene in order to be valid.
To start a chat with our support team, simply click on the blue icon in the bottom right when logged into Spiideo Perform, Spiideo Play, or Spiideo Replay PRO.
We recommend that you have the following information available to quicken the process:
Name of the scene/camera
A clear description of what isn't working as intended
Any relevant images or videos
Step 2: Filling out the Return Information
Once our team has determined that the camera needs to be returned, you will receive a message asking for contact and shipping details.
Once you respond with the above information our team will be able to proceed with creating your return.
When your return has been created, you'll be able to see that a ticket has now been created in your chat. This ticket will be used during the duration of the return to communicate any updates to the progress.
Step 3: Receiving your Return Label
Once we have all the information we need, our camera team will begin processing the return together with UPS, who we use as our shipping company.
When the return has been processed, you'll receive your return label either physically or digitally, depending on what you are returning.
A Physical Return Label
If you are returning your Portable SmartCam due to factors concerning:
The power supply for the camera/the power button
The battery lifespan/the battery level indicator
The router/connectivity
You will most likely receive a physical return label. This is because your shipment will include the black/blue Portable SmartCam box, which has specific shipping requirements.
You'll receive your physical return label in a UPS Express envelope.
💡 Please note: The physical return label will be sent to the shipping address that you provided to Spiideo when filling out the return form.
In your envelope you'll also receive a UN3481 Lithium Battery Sticker that must be placed on the parcel you are sending to us.
A Digital Return Label
If you are returning your Stationary camera or Portable SmartCam due to factors concerning:
Damaged/broken housing / lens
Damaged/broken microphone
Damaged/broken port/s
you will most likely receive a digital return label. You can either print the digital return label yourself or print it for free at a UPS drop-off location.
💡 Please note: The digital return label will be sent to the email address that you provided to Spiideo when filling out the return form.
If you have access to a printer, you can have your label ready in a matter of minutes.
To print your return label yourself:
Locate the e-mail sent to you by pkginfo@ups.com.
Click 'Get Your Shipping Label'.
Click 'Print Label' and follow the printing instructions for your device.
If you want to print the return label at a drop-off point, locate your closest UPS location here and show them the barcode that was received in your email from UPS.
Step 4: Shipping your Camera to Spiideo
There are two ways to get your camera on its way to the Spiideo headquarters.
Schedule a UPS pickup.
or
Visit a UPS Access Point.
Schedule a UPS Pickup
Scheduling a UPS Pickup is available for those receiving a physical return label or those who are able to print the return label themselves.
If you have received a physical return label, you can schedule a UPS pickup here.
You can also schedule a pickup after printing your label. Click on 'Print Label' to show the pickup option.
To schedule a pickup from UPS after printing your label:
Click on 'Schedule a Pickup.
Fill in the information required by UPS.
Visit a UPS Access point
If you do not have a printer or do not have the option of scheduling a UPS pickup, you'll need to visit a UPS Access Point.
You'll be able to find your nearest UPS location here.
If you’ve received a digital return label but can’t print it yourself, please ensure you have the barcode provided by UPS. You can use this barcode at any UPS Access Point to print your return label.
⚠️ Please ensure that both the return label and the battery sticker* are attached to the box before shipping. Otherwise, your package may be marked as undeliverable and returned to you
* If applicable
Step 5: Camera Service & Repair
As soon as your camera arrives, our team will do everything they can to repair it and get it back in your hands quickly. We know how important it is for you to have it up and running again, and we’ll keep the repair time as short as we can.
Please note that, depending on the cause of the return, your geographical location, and our current workload, the time that it takes for you to get your camera back may vary.
In your ticket with Spiideo Support, you'll be able to see the current status of your return.
If your ticket status is 'Submitted', the return has been submitted and is waiting to be picked up by our camera delivery team.
If your ticket status is 'In progress', the return is being processed by our camera delivery team.
If your ticket status is 'Shipment Received', we have your package and your camera is now being worked on.
If your ticket status is 'Waiting on you', it means that we have reached out to you in need of some additional information about the service/repair.
If your ticket status is 'Cancelled', it means the return has been cancelled. This usually happens in one of two scenarios:
Spiideo has not received the return within six months of the ticket being created.
Spiideo has been informed by you that the return is no longer needed.
If your ticket status is 'Resolved', the root cause has been resolved, and the camera is being shipped back to you.
Step 6: Receiving the Camera
Once your camera is ready to be shipped back, you'll be able to track it using the link provided at the bottom of your ticket.
Estimated Delivery Times
Depending on the destination country, delivery times may vary. The estimated delivery times below are based on when the packages reach the destination country.
Please note that delivery may take longer due to customs processing, border controls, or applicable tariffs. Recipients in countries with stricter customs regulations or higher tariffs are more likely to experience longer delivery times.
Within the EU: 1-2 days
UK & Ireland: 3-4 days
The Americas: 3-4 days
Asia and Oceania: 3-4 days
If you need any assistance with re-aiming the cameras once they are delivered, please book a time with one of our installation managers: