FAQ's
Welcome to our FAQ, we are so happy to have you here and as a client.
We have tried to answer the most common questions.
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
How long does shipping take?
Most in-stock orders are processed within 48 hours. Delivery time depends on your location and warehouse availability (2-7 Days). If a product is unavailable in your local warehouse, it may be shipped from another warehouse, which can take longer. Pre-order products follow the estimated shipping date shown on the product page.
How can I track my shipment?
Once your order has been shipped, you'll receive a confirmation email with a tracking number. You can also track your order anytime through the Track Order page.
Why was my order shipped in multiple packages?
Orders may be split into multiple shipments if:
- Products are stored in different warehouses.
- The order exceeds carrier weight limits.
- Your order contains pre-order items that ship separately.
Can the shipping address be changed?
Shipping address cannot be modified once the order placed successfully. However, customer can contact FALCAM Customer Support to cancel the order if it's under status awaiting fulfillment then place the order with the appropriate address again.
Can I return or exchange my order?
Yes. FALCAM offers a 30-Day Money-Back Guarantee for eligible purchases made through the official website. Products must be returned in good condition with all included accessories. Exchanges are handled through the return and replacement process. Please refer to the Returns & Refunds Policy page for details.
What should I do if my package is damaged, delayed, or lost?
If your package arrives damaged, appears lost, or has been in transit for an unusually long time, please contact our customer support as soon as possible with your order number and any relevant photos or tracking information. Our team will investigate and provide an appropriate solution.
Products
Below are some common questions about our products
What warranty does FALCAM provide?
Most FALCAM products include a 1-year warranty, while selected products, such as TreeRoot tripods purchased through the official website, are covered by an extended 4-year warranty. Warranty coverage varies by product.
What is covered under the warranty?
The warranty covers manufacturing defects and workmanship issues during normal use. It does not cover damage caused by misuse, accidents, unauthorized modifications, water damage, cosmetic damage, loss, or theft.
How do I submit a warranty claim?
Please contact our support team using the email address associated with your purchase and provide:
- Your order number
- Product information
- A description of the issue
- Photos or videos showing the problem (if applicable)
Our support team will guide you through the warranty process.
Where can I download product manuals?
You can find user manuals for supported products on the Manual page. Simply locate your product model and download the corresponding guide. If the product you are looking for is not listed, please directly send inquiry to service@falcamstore.com. FALCAM customer support will get back to you with the solution at the soonest.
Orders
Below are some of are common questions about orders
Can I cancel or change my order?
If the order is under status awaiting fulfillment, please contact customer support at service@falcamstore.com as soon as possible. We'll do our best to modify or cancel your order. Once the order has been shipped, changes or cancellations may no longer be possible.
Why haven't I received my order confirmation email?
Please check your spam or junk folder first. If you still can't find the confirmation email, contact our support team and provide the email address used for your purchase so we can verify your order.
Which payment methods are accepted?
FALCAM accepts multiple secure payment methods available during checkout. The payment options shown at checkout may vary depending on your region.