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.

What Are Private Security Services?

Private security primarily consists of trained security guards tasked with on-site surveillance, hired for services like corporate security, loss prevention, mobile patrol, special events security, fire watch, and personal bodyguards.

What Kind of Training Do Our Security Guards Undergo?

Our security guards go through a mandatory training program that includes orientation, first aid, CPR, WHMIS training, customer service education, and continuous on-site training to ensure adequacy in emergency procedures and site policies.

What Industries Do We Serve?

Our services support a wide range of industries, including hospitals, airports, museums, banks, retail shops, and residential areas.

What Areas Do We Serve?

We provide security services across Canadian provinces of Alberta, Ontario, and British Columbia, encompassing areas like Vancouver and its surrounding regions.

Will Security Guards Be Armed?

Our security guards are equipped with advanced technology to effectively report suspicious activities, but they do not carry firearms.

Can a Security Guard Make an Arrest?

Yes, our training includes the procedures for citizens' arrest, but guards are advised to prioritize safety and call 911 if necessary.

What Does a Security Guard Do?

We offer both residential and commercial security guards experienced in various sectors, ensuring they meet client needs with professionalism and communication.

Are Security Services Flexible?

Our services are highly customizable based on client needs, and we commit to clear communication regarding duties and procedures.

How Many Guards Work for Optimum Security?

Currently, we employ approximately 1000 trained security guards available for different assignments.

Are Security Services Available Remotely?

Yes, our Special Services Unit (SSU) in Vancouver is ready to respond quickly to client needs, coordinating closely with local law enforcement.

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