If you didn't log in to your account when making the order, the order won't show in your account.
Please register or log in your account then make the order, all the order info will keep in your account and allow you to track the status.
For users in different countries, Tenvellon has prepared 4 types of power plugs, including US Type, UK Type, EU Type and AU Type.
The form below lists all types of power plugs provided by Tenvellon and all the countries & regions for which they are available now. If you have a sepcial need for the power plug, welcome to contact us to change it.
Tenvellon accepts application of changing shipping information before order ship out. Please follow the steps below to change the information.
1. Apply for updating your shipping information
Send an email to sales@tenvellon.com with the following information:
Order ID:
Updating details: your original address and the new address
Notes:
We can change the street or zip code directly with the information provided by you.
If you want to change the country, we suggest you cancel the order, then you may place a new order with the refund.
2. Wait for shipment
After the update is confirmed, we will arrange shipment within 48 working hours.
Tenvellon handles orders in system within 24 hours and send the packages to our forwarders within 48 working hours. For delivery time, it varies upon the distance between your location and our shipping warehouses.
Tenvellon cooperates with several international shipping services to meet different needs.
After orders are shipped out, Tenvellon will send you an email with the Tracking No., Shipping Service and Tracking Link.
Tracking Link: https://www.17track.net/en
Tenvellon declares a proper value per camera.
You may leave a notification in your order page or send an email to sales@tenvellon.com to request for a specified declared value on the shipping invoice within 24 hours from your order date.
Note: The product's prices on Tenvellon website does not include extra customs fee or tax. Any customs fee or tax should be borne by customers.
The customs fee of Tenvellon products varies depending on the declared value and the country the product is shipped to. About any possible extra cost for this item. Based on past experience, import taxes fall into two situations.
First, in most countries, it did not involve any extra expense on the buyer side for similar small or low-cost items.
Second, in some individual cases, buyers might need to pay some import taxes or customs charges even when their purchase is small. As to specific rates, please consult your local customs office.
The customs depends on your country policy, the seller unable to change anything. We appreciate your understanding!
Learn the process of RMA
1. Below is the process of getting a warranty for defective Tenvellon products that need to be returned or replaced.
Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
All refunds will be credited to your original form of payment. The refund time depends on the card-issuing bank, if your are using the PayPal, the payment will directly return back to your account. Contact us if you have any problem about the refund.
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Warning: Use the file connection can let the camera directly connect to wifi without setup, do not download and use it if you don't know how it work. Confirm with us first.
https://bit.ly/2HL7unI
When using the V380 software to connect to the camera, the camera will create a hotspot so that the phone can connect to this signal. When this special signal is connected, the phone is connected to the camera, and the camera can be set or controlled in a short distance. You can connect directly to the camera without the internet and complete the personalization. For example, set a recording plan, let the camera start recording even without a network.
However, it should be noted that because the camera is not connected to the Internet, when you are away from the camera, the phone will not receive the hotspot signal of the camera, so the connection will also be interrupted. Although the camera will still work, your phone is unable to receive messages from the camera.
When you need to view the video playback, you can connect the camera hotspot again, or unplug the memory card and plug it into the computer to play the video.
V380 App supports two recording methods, continuous recording and alarm recording. The difference is:
Continuous recording: 24 hours of recording. Regardless of the situation, everything will be recorded. The advantage of this recording mode is that every detail will be recorded. The disadvantage is that the memory card is consumed greatly. Although the V380 software is optimized for compression and reduction for long-term recording, but under this record plan, a large-capacity card is still needed.
Alarm recording: Recording will start only when the alarm is triggered. Please noted that if the alarm mode is not turned on, the recording will not be turned on. This mode can greatly save the storage of the memory card. If you do not have a large capacity memory card, or there is no need for 24/7 video recording, or there are no people walking around the monitoring area, you can choose this plan to reduce the unnecessary memory card cost. The disadvantage is that if the monitor area where many people are walking (such as facing the street), then the alarm will be frequently triggered and the video will be recorded repeatedly.
Long press the reset button to restore the camera to default settings. When you hear camera saying "access point is established", go back to the App and follow the prompts to complete the Ap connection (that is, phone connected to the camera's signal), and then go to the network settings page to switch the network mode to wifi mode.
If a problem occurs during the switchover and the connection fails, repeat the steps above and check for the following issues:
1. Wrong link camera to 5Ghz network.
2, did not complete the Ap connection.
3. Please make sure your home wifi name and password is without special characters. For example,! @ # $% ^ & * -_ = + /? \ Or space, or other Non-English words (ê, é or others). Change those to English words or numbers.
Yes, you could. You need to setup the camera to WiFi, and you'll watching the video from any part of the world. Video, image and sound will all transmit to your phone App.
You don’t need to set anything special, just connect the camera to your home ’s WiFi network according to the instructions. When you’re outside, open the app and start to watch as usual .
There are usually 3 modes of playback video:
1. The mobile phone can watch and playback the video files, which can support saving the video to the mobile phone.
2. Install the CMS software on your computer, log in to your account, find the camera, and choose to watch the video file on your computer. Support download and save the video to PC.
3. Pull out the memory card and insert it into the computer for viewing.
V380 Pro App supports adding multiple devices, so you can add more cameras without worry. The link method is the same as usual. After adding, the camera ID and video frame will appear in the watch list. When there are multiple cameras, you can also monitor multiple cameras at the same time by split-screen viewing.
1. By sharing the camera, you can share the camera with other accounts on other devices.
2. Log in to the same account on multiple devices. (There may be account risk issues)
Forgot camera password: You can reset the password by resetting the initial settings. Make sure that the power is on. After unbinding and deleting the camera in the watch list of the App, press and hold the reset button until the system prompts that the reset is in progress. After the restart is successful, reconnect the bound camera. Please remember the password this time.
When unbinding and deleting the camera, the password that needs to be filled in is the account password, not the camera password, please pay attention.
The account password refers to the account and password you registered when you use the V380 Pro App for the first time.
The camera password refers to a security password added to the camera when you successfully connect to the camera.
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