Customer Service Policy

1. Our Core Service Mission

• Deliver device-specific, actionable support tailored to smart home security needs—helping you set up, optimize, and troubleshoot your Wyze system with ease.
• Remove barriers to a secure home, whether you’re navigating order logistics, device functionality, or returns.
• Prioritize your safety by ensuring fast responses to security-related concerns and technical issues.

2. What We Can Help You With (All Security Needs Covered)

Pre-Purchase: Choose the Right Security Solution

• Device Expertise: “Which camera is best for outdoor use in cold weather?” “Does the 4K wireless cam work with my existing Wi-Fi?” “How long does the battery last on wireless models?”
• System Planning: Guidance on camera placement, motion detection sensitivity setup, and building a complete security ecosystem (e.g., pairing multiple cameras for full home coverage).
• Compatibility Checks: Verifying device compatibility with your home network, mobile devices, and other smart home tools.

During Purchase: Smooth Ordering Experience

• Payment & Checkout Help: Troubleshooting declined payments, gift card usage, or promo code issues (all transactions in USD).
• Order Adjustments: Updating shipping addresses (must request within 24 hours—we process orders in 1–3 business days), changing device models, or adding accessories to pending orders.
• Stock & Availability: Checking restock timelines for out-of-stock items (e.g., 4K indoor cameras) or suggesting suitable alternatives.

Post-Purchase: Keep Your System Secure & Functional

• Device Setup & Troubleshooting: “How do I connect my camera to Wi-Fi?” “Why aren’t motion alerts coming through?” “How to improve video quality on my 1080p cam?”
• Order & Shipping Support: Tracking packages (1–3 days processing, 6–12 days delivery), resolving delayed shipments, or addressing missing items (all orders qualify for free shipping).
• Returns & Refunds: Guiding you through our 60-day return policy, helping request a Return Authorization (RA) number, or checking refund status (processed within 5–10 days).
• Technical Issues & Repairs: Resolving device malfunctions (e.g., faulty batteries, non-functional sensors, firmware update failures) and arranging replacements for manufacturing defects.
• Emergency Support: “My camera stopped working overnight—how do I get it back online fast?” (Mark emails “URGENT” for time-sensitive security concerns.)

3. How to Reach Us (Channels for Every Scenario)

Email Support (Our Most Responsive Channel)

• Email: service@wyzeoutlet.com
• Response Time: 1–2 business days (standard inquiries); 24 hours for urgent requests (e.g., non-functional cameras, security breaches).
• Pro Tip: Include your order number, device model (e.g., “Wyze 4K Outdoor Wireless Camera”), and specific issue (e.g., “motion detection not triggering alerts”)—we’ll skip redundant questions and get straight to solutions.

Self-Service Resources (24/7 Access)

• Help Center (wyzeoutlet.com/help): Categorized FAQs for device setup, motion detection optimization, shipping timelines, 60-day return policy, and firmware updates.
• Device Guides: Step-by-step tutorials (e.g., “How to Mount Wireless Cameras” “Resetting Your Wyze Camera”) and video walkthroughs on product pages.
• Order Tracker: Enter your order number and email on our website to check real-time shipment status.

Formal Correspondence & Returns

• Mailing Address: Wyze Customer Service, 3505 West Margaret Street, Pasco Washington 99301, United States
• Use For: Sending returns (with RA number), written feedback, or legal inquiries (we respond to mailed requests within 5–7 business days).

4. How We Handle Your Inquiry (Fast, Fair, Expert)

1. General Inquiries (Product Questions, Order Updates)

• Submit your question via email or the Help Center contact form.
• We assign it to a team member specializing in Wyze security devices (e.g., a wireless camera expert for battery-related issues).
• You’ll receive a personalized response with clear next steps—no vague “we’ll look into it” updates.

2. Device Defects or Technical Issues

• Step 1: Email us with your order number, photos/videos of the issue (e.g., error messages, faulty sensors), and details of when it occurred.
• Step 2: We review within 1 business day—if it’s a manufacturing defect, we’ll arrange a free replacement, issue a refund, or provide troubleshooting steps (your choice).
• Step 3: We follow up post-resolution to confirm your device is working properly and your home is secure.

3. Complaints or Escalations

• If you’re unsatisfied with our service or a device, email us with “Complaint” in the subject line.
• A senior security support specialist reviews your issue within 24 hours and contacts you directly.
• We resolve complaints within 3 business days (e.g., correcting a delayed refund, expediting a replacement) and follow up 5 days later to ensure your satisfaction.

5. Our Service Promises to You

• Expertise: Every team member completes rigorous training on Wyze’s full product line (1080p/4K cameras, wireless/battery-powered models) and security best practices.
• Transparency: If we don’t have an immediate answer, we’ll inform you upfront and provide a clear timeline for resolution (within 24 hours).
• Privacy: We never share your personal, order, or device data (e.g., camera placement, network details) with third parties.
• Flexibility: We adapt to your needs—whether extending return windows for unexpected delays or providing extra setup help for first-time smart home users.
• Security Focus: We prioritize protecting your device access and data, following strict protocols for handling sensitive information.

6. Need More Help?

• Email: service@wyzeoutlet.com (subject line “Service Feedback”)
• Mailing Address: Wyze, 3505 West Margaret Street, Pasco Washington 99301, United States
• Website: wyzeoutlet.com (submit feedback via the Help Center contact form)