What services do you offer?

We provide a range of security services including construction site security, mobile patrol, video surveillance, retail security, and alarm installation.

Are your security personnel licensed?

Yes, all our security guards are fully licensed in accordance with provincial government regulations.

How long have you been in business?

Polo Security has been providing security services for over 25 years.

Do you provide services for residential properties?

Yes, while we specialize in commercial and industrial sectors, our services can also be applied to home security.

How do I track my order?

Once your order has been processed, you will receive an email within 2-3 business days with your tracking ID. You can track your order by clicking the link or by copy & pasting the code onto our Track Your Order page.

How long will it take to receive my order?

Most countries will take roughly 10-20 Business days to receive their order. Specific details will be shown based on your country on our checkout page when you're choosing shipping methods.

What countries do you ship to?

We ship to Australia, Austria, Belgium, Brazil, Canada, Croatia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Great Britain, Greece, Hong Kong, Hungary, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Netherlands, New Zealand, Norway, Poland, Portugal, Russia, Saudi Arabia, Singapore, Spain, South Korea, Sweden, Switzerland, Thailand, Turkey, Ukraine, United Kingdom, and United States.

I haven't received my order yet! Where is it?

If you have any concerns with your order, please contact our support team by email and they will be glad to assist you. Most emails are answered within 1 business day.

Which payment methods are accepted?

We accept all major credit cards and PayPal.

What areas do you service?

We service all of Metro Vancouver, including Richmond, North Vancouver, West Vancouver, New Westminster, Coquitlam, Surrey, Langley, and Delta.

What is your service fee?

Our service call fee is $100/hour plus a trip and fuel charge of $60 - $100, depending on the zone, with a minimum one-hour charge.

Do you have a monthly fee attached to your products?

No, you own the system, and we will provide training to ensure you have full control.

What form of payment do you accept?

We accept credit card, E-Transfer, or cheque.

Do you repair or upgrade old intercoms?

Yes, we specialize in repairing and retrofitting old intercoms quickly and with minimal disturbance.

Is a security system tax deductible?

It can be, especially for businesses; consult a tax professional for your eligibility.

How long does a security system last?

On average, security systems last between 5 to 10 years depending on quality and maintenance.

What support service levels does Otter Video offer?

Otter Video offers three support packages: Basic, Extended, and Premium, each providing varying levels of support requests and response times.

Can I increase my support level at any time?

Yes, clients can request to increase their support services by written request to Otter Video, and will pay pro rata fees accordingly.

How many support requests am I entitled to with the Basic Support Package?

With the Basic Support Package, clients are entitled to 4 support requests per month.

What is the response time for critical issues?

For critical issues, the response time varies by support level: 1 business day for Basic, 4 hours for Extended, and 2 hours for Premium.

What kind of support does the Premium Package offer?

The Premium support package includes unlimited support requests, live chat, unlimited Retroview, and proactive support monitoring.

What types of cameras do you offer?

We offer a range of IP cameras including fixed dome, bullet cameras, PTZ cameras, and analog HD cameras.

What can I expect regarding installation support?

Our team provides complete installation support and guidance on product usage.

Do you offer any financing options?

Currently, we do not mention any financing options or payment plans directly on our website.

What areas do you serve?

We serve clients in British Columbia, Alberta, and Ontario, providing top-notch security solutions.

What types of security systems do you install?

We design and install integrated security systems including access control, video surveillance, intrusion detection, and monitoring systems.

Do you offer support and maintenance?

Yes, we provide maintenance services and ongoing support 24/7 to ensure the reliability of your security systems.

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