FAQ

Answers to the questions we're asked most often. If yours isn't here, email support@valenandco.shop and we'll come back to you within one business day.

Orders & Shipping

Where do you ship?

We ship within the United States.

How much is shipping?

Shipping is free on every order.

When will my order be sent?

The cutoff time for order processing is 5 pm ET. All orders placed after 5 pm ET will be processed the next business day. Orders are dispatched within 1 to 3 business days and sent with tracked delivery. You'll get a tracking link by email once it's on its way.

When will I receive my order?

Transit time is 6 to 9 business days, so the total delivery time is 7 to 12 business days from the day the order was made. Your tracking link is the most accurate way to receive updates once the order has shipped. The full details are in our shipping policy.

I haven't received a tracking email.

Check your spam or promotions folder first, then email us with your order number and we'll resend it.

Can I change or cancel my order?

Email us as soon as possible. If the order hasn't been dispatched yet we can usually change the address or cancel it. Once it's on its way, it's simplest to accept the delivery and start a return.

Setup & Compatibility

How difficult is setup?

Our range is chosen for self-installation. In most cases you download the manufacturer's app, scan the code on the device, connect it to your home network, and mount it. No electrician, no technician, no monthly plan to activate it.

Do I need Wi-Fi?

Most models connect over your home Wi-Fi. Some outdoor and PoE models connect to your network by cable instead. The product page states which applies to each model.

My Wi-Fi is 5 GHz — will that work?

Many home cameras connect on the 2.4 GHz band rather than 5 GHz, because it carries further through walls. Most routers broadcast both. If yours is set to 5 GHz only, it's worth checking the product page before ordering — or email us and we'll check the model for you.

Will it work with Alexa, Google Home, or Apple Home?

This varies by model, and it's set by the manufacturer rather than by us. Where a model supports a voice assistant, it's listed on the product page. If you need a specific one, email us before ordering and we'll confirm.

Can I view several cameras in one place?

Yes — manufacturer apps generally let you add multiple cameras to one account and view them together. Cameras from different manufacturers will use different apps.

Recording, Storage & Subscriptions

Where is footage stored?

It depends on the model. Many record to a microSD card in the camera itself. Some also support cloud storage through the manufacturer's app. Some do both. Each product page lists what that model supports.

Do I need a subscription?

We don't sell subscriptions and none is required to buy from us. Where a model records to a memory card, that recording works on its own. Cloud storage, where a model offers it, is a separate service run by the manufacturer's app — optional, and nothing to do with your order.

Do you sell memory cards?

On models that take one, a memory card is offered as an option when you add the item to your bag, so it arrives ready to record.

Do the cameras see at night?

Night vision is standard across the range, but the type and range differ — infrared on some models, full-color with a spotlight on others. The product page gives the detail for each one.

Can I use an indoor camera outside?

No. Only models sold for outdoor use carry a weather rating, and that rating is listed on the product page. An indoor camera mounted outside will fail, and that isn't covered by a return.

How often do battery cameras need charging?

It depends almost entirely on how much motion the camera records and how often you open the live view. A camera watching a quiet side gate will run far longer than one over a busy driveway. Solar models are designed to top themselves up in normal daylight rather than be taken down and charged.

Returns & Support

What is your return window?

You can request a return within 20 days of delivery, provided the item is unused, undamaged, complete, and in its original packaging. The full conditions are in our refund policy.

My item arrived damaged, faulty, or incorrect.

Email us with your order number and a photograph of the item and its packaging. We'll review it and make it right.

Is there a warranty?

We don't run a separate warranty program. Within 20 days of delivery you're covered by our returns policy, and an item that arrives damaged, defective, incorrect, or incomplete is our responsibility to resolve. Outside that window, email us anyway — we'll help where we can.