1. Can I change the types of cameras that come in your package deals, or change the number of cameras? How do I customize my order?

Yes. All of our kits can be modified as you choose. You would be required to pay any difference in price. In order to modify a kit, you will need to call our toll free support number during our extended support hours.

2. What is the maximum cable length for a camera run?

You can run a camera cable up to 600 ft. with RG59 and up to 1000ft with RG6 cable. Even longer lengths up to 1 mile can be achieved with twisted pair cable. Special twisted pair to coax adapters is required part #NVT-KIT.

3. How much video and or recording time can I get with The Imperial DVR?

There are several variables that control the amount of video recording which can be stored on your system. The number of frames per second you are recording, how many cameras and what resolution you are recording all impact the amount of video which can be stored. You can increase the amount of video history the system can store by performing any of the following. They are listed in the order we would recommend.
• Add More Hard Drive Space
• Use Motion Activated Recording Only
• Reduce the Number of Frames Per Second Each Camera is Recording
• Reduce the Recording Resolution

4. Can outdoor cameras be used indoors or Vice Versa?

Outdoor cameras can be used indoors but indoor cameras cannot be used outdoor. Dome cameras should not be used outdoors unless protected completely from the elements.

5. What kind of connectors do your cameras use?

Our cameras all have BNC male connectors for video and 12VDC male connectors for power. All of our cameras are designed to run on RG59 or RG6 coax cable. BNC to RCA adaptors are also available for plugging cameras into a single VCR or TV but not necessary with our DVR's or capture cards.

6. Are my current cameras and or system compatible with your hardware?

Provided that your system is CCTV ready or capable and use BNC style connections it should work. Our hardware works with most other CCTV equipment but we do not guarantee that it will work with every system. CCTV is analog therefore it can not be used on the same line as cable TV.

7. Does your system support audio and how does it work?

Yes, our system supports audio. It supports one audio channel for every video channel. A microphone kit is required for each audio channel desired.

8. What are your minimum system requirements for an Imperial PC Based DVR?

Imperial’s PC Based DVR requires that you have either an AMD or Intel processor of 1.5 GHz or faster. A Pentium 4 or Core 2 Duo is recommended. 512MB of system memory are required as well as 80 GB of hard drive space. Windows 2000 and Windows XP are the recommended operating systems that we currently support. Windows XP is preferred. There are many different types of hardware and computers out there. It is impossible for us to test every PC configuration; therefore we cannot guarantee that our product will work on every single system. We do not support Apple computers.

9. Do I need to have power at every single Camera?

Every camera must have power but you don't need to run or have an AC power outlet next to each camera. All of our 2 to 4 camera kits come with pre-made power and video wire with connectors. All cams can be powered with plug in power supplies on a power supply next to your recorder. With our 8 to 32 camera kits, we offer a multi camera power supply that can be mounted in a central location with power wires (two conductor/twisted) running to each camera.

10. Do you offer installation for your products?

Yes we offer Professional installation upon request.

11. Can I watch my system from a remote location? What is that called and how does it work?

The Imperial Pro software will do what we call 'Remote Access'. It requires the main computer on-site with the cameras attached and a remote personal computer or laptop. You need internet access at both locations. We recommend that you have a high speed internet connection such as DSL or Cable. Imperial Software will also work with satellite but the connections are very slow. The uplink with satellite is often too slow to even get a good connection. A static internet protocol (IP) address from your internet service provider is recommended. You use our remote client software that you install on the remote computer to access your camera system. You type in your IP address at the remote location to access the cameras. Imperial software uses a series of ports to communicate; port 7301- 7307. These ports need to be available and accessible from the internet in order for your remote access to work. Check with your network administrator or service provider for further technical questions. All software is included with our DVR’s and comes on the installation CD. No fee is required to run the remote access.

12. What shipping method do you use?

We use DHL. All ground shipping in the 48 states and Canada is free with all orders over $300. Hawaii and Alaska is DHL 2nd day Air. All orders that are not DHL ground, the buyer is charged the additional shipping costs. We can ship to anywhere in the world via DHL worldwide express, the cost being added to the total cost of the order.

13. How much do you charge for shipping 2nd Day Air or Overnight?

That is determined by the weight of your package and your zip code. We ship from our headquarters in Elgin, IL. Shipping is calculated at the time of sale.

14. How long does it take to get my order after I place it?

Normally, it takes 2 business days to ship your order after you place it and about 5-7 business days on average for delivery. Most of our customers receive orders within 7 business days. Shipping times are dependant on what we have in stock. The majority of our products are always in stock. For all orders shipping DHL 2 day or overnight, please call our representatives for assistance. Our DHL pickup time is 3:00 pm MST. Please call at least 2 hours in advance for orders shipping overnight or 2nd day.

15. What methods of payment do you accept?

We accept VISA, Master Card and American Express. We will also accept checks. Cashiers checks and money orders are preferred but we will also accept personal or business checks. Checks can be mailed to us but the order will not ship until the check clears the bank. We only accept purchase orders from government funded entities. We do not ship products C.O.D. We also accept PayPal and Google Checkout purchases.

16. How do I become a dealer or distributor?

Give us a call and a Representative will send you a Dealer Application and a Catalog with a full Dealer Pricelist.

17. Do you offer any special deals or discount?

We offer discounts to dealers based on total sales volume. We occasionally have sales or specials. The prices on our web site are the lowest price you will find on the internet, period. Quantity discounts for end users are available but they are based on very large orders, normally over $10,000. No refunds or rebates can be issued if you buy more products later. We reserve the right to refuse service to anyone.

18. What is your Return Policy?

If for any reason you are not satisfied, any item may be returned within 30 days from the date of purchase for a 100% refund. An RMA number (Return Material Authorization) must be received prior to returning any equipment by calling our customer support number prior to returning an item. All products must be returned in new condition and in its original packaging to receive refund. Return shipping costs are the responsibility of the shipper. The returned items MUST be in 100% original condition and in original packaging.

19. How do I return a product?

For all returns, you must contact one of our representatives by calling our toll free support number during our extended business hours. They will issue a CA number (credit authorization). This number must be on your shipping label and on the box. The customer is responsible for the shipping costs.

20. What is your warranty on your products?

All of our products carry a one year parts and labor warranty from the time of purchase. Extended warranties can be purchased for 4% of the sale price per month for each additional year up to 3 years. Our warranty covers all product malfunctions and or defects. Our warranty does not cover acts of nature, crime and or misuse. Examples are lighting strikes, vandalism and improper installation and or use. Our warranty will not cover anything that has been smashed, broken or burned. We reserve the right to determine if the product is within warranty or not.

21. What is your advanced replacement policy?

All items purchased within 30 days are eligible for our advanced replacement. If a unit fails, a replacement part can be sent out. The customer would pay in full for the replacement part. A credit authorization number is issued for the defective product. All conditions for return still apply. A 100% credit will be issued upon arrival of the defective/original product.

22. What is your repair policy and what can I expect?

All defective products that are within warranty are eligible for return for repair. You must call one of our representatives and have them issue an RMA number (return manufacturers authorization). All items being shipped back must be packaged correctly for them not to be damaged in shipping. We are not responsible for what happens to items during shipping and will not cover any damages due to shipping. We are also not responsible for any lost items in shipping. All items must have the RMA number written on the box to be accepted. We will do our best to get your repair or replacement sent to you as soon as possible. In most cases, products are repaired and shipped within 2 business days. Repair time is dependant on shipping time and whether the item is in stock. All DVR repairs are performed by professional technicians with 1000's of hours of bench experience. All DVR's sent in for repair are tested for 24 hours before being sent back out.

23. What is your policy on lost time and or money?

At Imperial Surveillance, Inc. we do our best to ensure customer satisfaction. We do our best to make sure that product is delivered in a timely manner. We also back up our products against defects. We will back up our products to the extent of the warranty. Our technical support representatives will do their best to support any technical matter that comes up in a timely manner. As such, we are not liable for any lost time and or money during installation.