Frequently Asked Questions
Quick answers to the questions we hear most often. Can't find what you need? Reach out and we will help you directly.
Ordering and payment
What payment methods do you accept?
We accept Visa, Mastercard, and PayPal at checkout. All payments are processed by our payment provider on their PCI-compliant servers, so your full card number is never stored on our side.
Do I need an account to order?
No. You can check out as a guest. Creating an account lets you track your orders, save shipping addresses, and access your invoices later, but it is not required.
Can I request a bulk or contractor quote?
Yes. Every product page has a "Request a Quote" form. Use it for volume orders, installer pricing, or any product you want a custom quote on. Our team responds within one business day.
Do you charge sales tax?
Sales tax is calculated at checkout based on the shipping address and applied where required by law.
Shipping and delivery
Where do orders ship from?
Orders ship from our warehouse in Las Vegas, Nevada. This is real US-based fulfillment, not drop-shipping from overseas.
How much does shipping cost?
Free shipping on orders over $100 (excluding taxes). Orders under $100 are charged a flat rate calculated at checkout based on the shipping address.
How fast do you ship?
Orders placed before 2 PM Pacific on business days typically ship the same day. Standard delivery within the continental US is 2-5 business days once shipped. Delivery times are estimates, not guarantees.
Do you ship internationally?
At this time we only ship to addresses within the United States.
How do I track my order?
When your order ships, we email you a tracking number. You can also see it in your account under Order History.
Returns and warranty
What is your return policy?
You may return most items within 7 days of delivery for a refund of the product price, less a 30% restocking fee. Items must be in original condition with all packaging and accessories. Return shipping is at your expense in all cases, including damaged or wrong items. Bulk orders (multiple units of the same product) and items priced over $1,000 are non-returnable — if these arrive defective, we will exchange them for the same item at no cost to you.
How do I start a return?
Email sales@visionbaysecurity.com with your order number and a short description of why you want to return the item. We will send you return instructions.
What warranty do the products carry?
Products carry a 1-year manufacturer warranty against defects in materials and workmanship, unless the product page states a longer term. Damage from misuse, accidents, unauthorized modification, or normal wear is not covered.
How do I make a warranty claim?
Contact us with your order number and a description of the issue. We handle the RMA process with the manufacturer for you, so you never have to deal with the brand directly.
Products and authenticity
Are your products genuine?
Yes. We source through authorized distribution channels so every unit is factory-fresh and covered by full manufacturer warranty. No counterfeit, no gray market, no refurbished units sold as new.
What brands do you carry?
Our catalog includes Uniview, Hikvision, Bosch, Axis, Uniview, and several other established security equipment brands. See individual product pages for full brand details.
Can you help me pick the right product?
Yes. Use the "Contact for Availability" button on any product page, message us on chat, or email sales@visionbaysecurity.com with your setup and we will recommend the right equipment for your space.
Do the cameras work with my existing NVR?
Most of our IP cameras are ONVIF-compliant, which means they work with any NVR that supports ONVIF Profile S. Check the individual product page for confirmed compatibility or ask us first.
Installation and support
Do you offer installation services?
We do not currently install equipment for customers. All products are sold for self-install or install by your own contractor. Our team can help you plan the setup remotely and answer wiring or configuration questions.
What is PoE and do I need it?
PoE (Power over Ethernet) lets a single Ethernet cable carry both data and power to a camera, so you do not need a separate power outlet at each camera location. Most of our IP cameras use PoE. You need a PoE switch or PoE NVR to power them.
What is the difference between an NVR and DVR?
An NVR (Network Video Recorder) records footage from IP cameras over Ethernet. A DVR (Digital Video Recorder) records analog cameras over coax. If your cameras are IP-based, you need an NVR.
How do I contact support?
Chat with us using the widget in the bottom right, email sales@visionbaysecurity.com, or call +1 (702) 602-1534 during business hours (Mon-Fri, 9 AM - 5 PM PST).
About VisionBay
Where is VisionBay based?
Our storefront and warehouse are located at 6209-6211 Dean Martin Rd, Las Vegas, NV 89118.
Is VisionBay a legitimate business?
Yes. VisionBay operates from a real address in Las Vegas, ships from a real warehouse, and processes payments through PCI-compliant providers. Our contact information is public and you can reach us at any of the methods on our contact page.
Still have questions?
Our Las Vegas team is happy to help.