Shipping & Delivery Policy

1. Order Preparation and Processing

At SOTVITAV, we aim to provide a dependable ordering experience and clear communication throughout the fulfillment process. Orders are generally prepared within 1–3 business days after payment has been successfully confirmed. Business days do not include weekends or public holidays. During periods of increased order volume, including promotional events, seasonal peaks, major sales, or holidays, additional preparation time may occasionally be required. Once an order has entered the processing or fulfillment stage, cancellation or modification may no longer be possible. After your SOTVITAV security camera, solar panel, mounting bracket, power adapter, or accessory order has been prepared for shipment, you will normally receive a shipping confirmation email containing tracking information when tracking is available.

2. Estimated Transit Time

After an order has been shipped, estimated delivery generally takes approximately 7–20 business days. This delivery estimate is separate from the initial 1–3 business days required for order processing. Actual delivery times may vary depending on factors such as:

• Shipping destination

• Carrier availability

• Customs clearance requirements

• Public holidays

• Seasonal shipping volumes

• Severe weather

• Carrier backlogs

• Local delivery conditions

• Unexpected events beyond reasonable control

Delivery estimates may be longer during major promotional periods, holiday seasons, or other high-volume shipping periods.

3. Shipping Options and Charges

Shipping costs for purchases made through sotvitav.com are calculated during checkout. The applicable shipping charge may depend on:

• Delivery destination

• Selected shipping method

• Package dimensions

• Package weight

• Number and type of security cameras and accessories ordered

• Available logistics services

Before completing your order, the applicable shipping charge and any taxes collected during checkout will be displayed for review. Shipping rates may be calculated through our logistics systems and participating delivery providers based on the details of your specific order.

4. Protective Packaging for Security Cameras

Because SOTVITAV specializes in security cameras, sensitive optical lenses, and electronic surveillance equipment, reasonable care is taken when preparing products for transportation. Depending on the product, protective packaging may include:

• Custom-fit protective foam wrapping

• Shock-absorbing cushioning materials

• Rigid product boxes

• Additional protective exterior packaging layers

• Secure internal hardware compartments

• Appropriate closure and sealing methods

• Pre-shipment functional and physical checks

Optical lenses, glass covers, wireless antennas, solar panels, circuit components, and precision mounting hardware require additional protection to reduce the risk of impact, crushing, moisture, scratching, or other transit-related damage. When your parcel arrives, please inspect the package and equipment for visible signs of damage, tampering, crushing, or unusual wear. If the shipping package appears damaged, we recommend taking clear photographs before opening it and retaining all packaging materials in case assistance is required.

5. Tracking Your Shipment

When tracking is available for your order, tracking details will normally be included in your shipping confirmation email. The tracking information may allow you to follow the shipment through the carrier's supported tracking system. Please note that tracking does not always become active immediately after shipment. Depending on the carrier, destination, and logistics network, it may take several days after dispatch before the first tracking update appears. Temporary gaps between tracking scans do not necessarily mean that the shipment has stopped moving.

6. Possible Delivery Delays

Although we work with logistics providers that aim to deliver orders within the estimated timeframe, certain circumstances may cause delays. These may include:

• Carrier disruptions

• Customs inspections

• Customs clearance delays

• Severe weather

• Holiday-related service interruptions

• Local strikes

• Restricted delivery access

• Difficulty locating a delivery address

• Road closures

• Traffic disruptions

• Incorrect or incomplete shipping information

• Other events outside reasonable control

If your SOTVITAV order has exceeded the estimated 7–20 business day transit period by a significant amount, please contact our customer support team. Where appropriate, we can review the available tracking information and communicate with the relevant logistics provider regarding the shipment.

7. Providing an Accurate Shipping Address

Customers are responsible for reviewing the shipping information entered when placing an order. Before completing checkout, please confirm that the following details are accurate:

• Recipient's full name

• Telephone number

• Street address

• Apartment, unit, or suite number

• City

• State or province

• Postal or ZIP code

• Country

Incorrect, incomplete, or outdated shipping information may result in delays, unsuccessful delivery, return to sender, or loss of the package. If a shipment is returned because the customer supplied an incorrect or incomplete address, additional shipping charges may apply before the order can be sent again. Where a shipment is delayed, lost, or otherwise affected because incorrect address information was supplied by the customer, SOTVITAV's ability to provide compensation or another remedy may be limited, subject to applicable law.

8. International Shipments

Orders delivered internationally may be subject to charges imposed by the destination country's customs or tax authorities. Depending on the destination, these may include:

• Customs clearance charges

• Import duties

• Import taxes

• Tariffs

• Local fees

• Other government-imposed import charges

Unless otherwise stated during checkout or required by applicable law, international customers are generally responsible for destination-specific duties, taxes, and customs charges. Customers may wish to contact their local customs authority before ordering if they need information about possible import charges. Customs inspections and clearance procedures can sometimes delay an international shipment, and these procedures are outside the direct control of SOTVITAV.

9. Security Camera Equipment Damaged During Transit

If a SOTVITAV security camera, solar panel, or accessory arrives damaged, defective, incorrect, or incomplete, please contact our customer support team as soon as reasonably possible. Where possible, we recommend contacting us within 48 hours after delivery so that the circumstances can be reviewed promptly. Depending on the situation and the applicable policy, an eligible resolution may include:

• A replacement

• A refund, where approved

• Another appropriate resolution

To help us assess a transit-damage claim, we may request photographs showing:

• The damaged outer shipping box or parcel

• The shipping label

• The affected camera or hardware item

• The inner protective foam or packaging materials

• The damaged item together with its packaging

For electronic camera hardware, a short video may also be helpful if the problem involves a cracked lens cover, broken mounting arm, damaged power cable, loose internal component, or failure to boot up. Please keep the damaged product, all components, and the original packaging until our customer support team confirms that they are no longer required for review. Without sufficient supporting information, it may be more difficult to submit or verify a claim with the relevant shipping provider.

10. Lost or Significantly Delayed Packages

If tracking information indicates that a parcel may have been lost in transit, we may work with the relevant carrier to initiate a shipment trace or investigation. Where a carrier investigation is required, a replacement or refund may depend on the outcome of that review. If tracking states that the package has been delivered but you cannot locate it, please first check:

• Around your property (porches, side doors, garage areas)

• With household members

• With neighbors

• With building reception or management

• At the local delivery facility where appropriate

You may also contact the shipping carrier directly, as the carrier may have additional delivery-location information.

11. Orders Marked as Delivered

When carrier tracking shows a shipment as delivered but the parcel cannot be found, we recommend taking the following steps:

• Check entrances, porches, gates, mail areas, and other possible delivery locations

• Ask family members, roommates, or other household members

• Check with nearby neighbors

• Contact building management, concierge staff, or a leasing office where applicable

• Contact the local postal service or delivery carrier

Once a parcel has been marked as delivered, the carrier may be best positioned to provide information about the recorded delivery location or delivery scan. If the shipment still cannot be located after these checks, please contact our customer support team with your order and tracking details.

12. Orders Shipped in More Than One Package

In some cases, an order containing multiple SOTVITAV security cameras or bulky accessories (such as solar panels and mounting kits) may be sent in separate parcels. This can occur when products are prepared from different fulfillment locations or when splitting the shipment helps support efficient and safe delivery. Split shipments may result in:

• Multiple tracking numbers

• Different delivery dates

• Separate carrier notifications

• Parcels arriving several days apart

Customers will not be charged an additional shipping fee solely because an order is divided into multiple shipments. Where available, the relevant tracking details will be provided for each parcel. If only part of your order has arrived, please review all available tracking information and allow additional time for the remaining parcel or parcels to arrive. If all listed shipments have been delivered and you still believe an item is missing, please contact our customer support team.

13. Inspecting Your Order After Delivery

When your SOTVITAV package arrives, we recommend checking both the external parcel and the security camera equipment inside. Please inspect for:

• Visible damage to the outer package

• Broken or disturbed seals

• Missing cameras or accessories

• Broken optical lenses or cracked housings

• Damaged power adapters, solar panels, or brackets

• Incorrect models or specifications

If a package is visibly damaged at the time of delivery, take photographs whenever reasonably possible. Where the carrier provides the option, you may also note visible damage when accepting the shipment or refuse a severely damaged parcel where appropriate. If you discover an issue after opening the package, please contact our support team as soon as possible and, where possible, within 48 hours of delivery. Please retain the product, packaging, shipping label, and any damaged components until the issue has been reviewed.

14. Contact SOTVITAV

If you have questions regarding an order, shipping status, delivery, returns, security cameras, or other surveillance products, please contact our customer support team.

• Brand Name: SOTVITAV

• Official Website: sotvitav.com

• Legal Entity: Chongqing Xiaoyusheng E-Commerce Co., Ltd.

• Unified Social Credit Code: 91500118MAEEF3Y01J

• Registered Address: Units 1-8, No. 11-2 Haitang Avenue, Shenglilu Subdistrict, Yongchuan District, Chongqing

• Customer Support Email: service@sotvitav.com

sotvitav.com is owned and operated by Chongqing Xiaoyusheng E-Commerce Co., Ltd. The company is responsible for the operation of the online store, customer support, order coordination, and related e-commerce activities.

Whether you are exploring our smart security camera products or waiting for an existing order, our team aims to make the shopping and delivery experience as clear and straightforward as possible. For assistance, please contact us at service@sotvitav.com. Thank you for choosing SOTVITAV.