Contact Us

Customer Service

Welcome to Velocity Products, Inc.'s online help desk! For answers to many commonly asked questions about our site, click on any of the subjects below.

>>> Checking on Your Order? Go to Your Order Status.

Do you accept Returns?
Our number one goal is to make you a happy returning customer! Feel free to return any item that you are not thrilled to own. To return an item, please call us toll free at 1-800-490-9471 to secure a Return Merchandise Authorization (RMA) number. All RMA requests must be made within 30 days post item delivery. Before a credit is issued, the item must be returned and received by us. We do not refund shipping costs. In addition, all returns are subject to a 25% restocking fee. All returned items must in original packaging and include all components in good order.



My item was damaged by the shipping carrier, how do I get it replaced?
All shipping damage and breakage must be reported to us within 7 days of receipt; claims must be made with carrier. We will act on your behalf with the carrier to expedite your claim. Please contact us toll free at 1-800-490-9471 to report any merchandise damaged by shipping carrier.



I received a defective item, how do I get it replaced?
We stand behind each and every PreventSecurity.com product! In the unlikely event that you receive a defective item, please contact us to request a replacement. Replacements for defective products must be requested prior to 30 days post item delivery. All replacement requests must be made by emailing us at help@velpro.net or calling us toll free at 1-800-490-9471 to secure a Return Merchandise Authorization number (RMA). Replacement product cannot be issued until the defective item is returned and received. It is the responsibility of the customer to return the defective item.



I received a defective item that I no longer want, how do I return it for a refund?
We stand behind each and every PreventSecurity.com product! If you receive a defective item that you no longer want, we will take it back less our standard 25% restocking fee. In addition, we do not refund shipping costs. We realize that you did not place your order expecting to receive a defective item, however receiving a defective item does occur on occasion no matter the industry or vendor. We require the opportunity to make your purchase right by allowing us to replace your defective item. Or, we must treat your return as we do any item returned. All defective item returns for credit must be made by emailing us at help@velpro.net or calling us toll free at 1-800-490-9471 to secure a Return Merchandise Authorization number (RMA). Your return credit cannot be issued until the defective item is returned and received. It is the responsibility of the customer to return the defective item.



Do you offer a Warranty?
Yes. We offer a limited warranty for 90 days on all products. Some products have manufacturers warranties that are much longer. Velocity Products, Inc. (“Velocity”) will repair its products with new or rebuilt parts, free of charge, in the U.S.A. for 90 days from the date of original purchase in the event of a defect in materials or workmanship. Product must be shipped back to Velocity Products, Inc. for repair in original packing. Shipping charges for all returns are at the expense of the customer. This warranty is extended only to the original purchaser. A purchase receipt or other proof of date of original purchase will be required before warranty performance is rendered.

This warranty only covers failures due to defects in materials or workmanship, which occur during normal use. It does not cover damage which occurs in shipment (covered separately) or failures which are caused by products not supplied by Velocity Products, Inc. or failures which result from accident, misuse, abuse, neglect, mishandling, misapplication, alteration, modification, or commercial use of the product, or service by anyone other than Velocity, or damage that is attributable to acts of God. All shipping breakage must be reported to carrier within 7 days; claims must be made with carrier.

Limits and Exclusions

There are no express warranties except as listed above.

VELOCITY PRODUCTS, INC SHALL NOT BE LIABLE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES RESULTING FROM THE USE OF THIS PRODUCT, OR ARISING OUT OF ANY BREACH OF THIS WARRANTY. ALL EXPRESS AND IMPLIED WARRANTIES, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE LIMITED TO THE APPLICABLE WARRANTY PERIOD SET FORTH ABOVE.

Some states do not allow the exclusion or limitations of incidental or consequential damages, or limitations on how long an implied warranty lasts, so the above exclusions or limitations may not apply to you.

This warranty gives you specific legal rights and you may also have other rights, which vary from state to state.



Technical Problems

I can't get your site to work properly. Can you help?
In order to better serve you, we appreciate hearing about any problems you experience while visiting our site. Please send an email describing the problem to our Customer Service team at help@velpro.net. Let us know what web browser software you're using, and what you were trying to do when the problem occurred. We'll have a tech expert on the case as soon as possible.

If you need immediate assistance, please call our Customer Service team toll free at 1-800-490-9471. Customer Service is available Monday through Friday from 7AM to 6PM EST.