Frequently Asked Questions

General

What method do you use for shipping?

UPS is our preferred carrier.

What are my shipping charges?

We will not know your exact shipping charges until after your unit is shipped.

I did not receive the correct part.

Please contact your sales representative.

What certifications do REI products meet?

REI’s product meet all applicable federal standards and are designed to meet automotive reliability specifications.

Do you offer custom designs?

Please contact a sales representative at 1-800-228-9275.

What separates you from the competition?

REI designs and manufactures professional automotive-grade electronics for the transportation industry. As a customer of REI you’ll receive product warranties and 24/7/365 live, U.S.-based customer support.

Do you offer discounts?

We do offer volume discounts on certain items.

Do you offer free shipping?

Shipping is prepay and add, we offer the lowest price on our products to make up for the shipping cost.

Where are you located?

6534 L Street
Omaha, NE 68117

I’d like to request a quote and/or discount

Please contact a sales representative at 1-800-228-9275.

Can I return excessive stock for credit?

REI does not accept returns.

If part of a special OEM agreement, REI will review items for credit that are unused, contain all parts and are in original packaging.

How do I get terms?

An REI Credit Application must be completed and submitted for Accounting review. If accepted, REI will assign a credit limit that is due in 30 days from invoice.

Do you have lot pricing?

We offer tier pricing for OEMs who purchase in volume or commit to REI as their standard. Other customers may qualify for special programs or lot discounts. Contact a sales representative at 1-800-228-9275 to discuss available options.

Does REI have a list of references I could have?

Yes, REI has numerous customers all over the country who would be happy to tell you about their experience.

Where are REI’s systems made?

REI manufactures hardware in both the United States and overseas.

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Product & Warranty Processing

Where do I ship my part for repair?

REI has two locations that service and repair products. You’ll be instructed where to send your product when you call for your return authorization number.

Do you cover return shipping?

If the repair is under warranty, REI will pay shipping costs back to the customer. If the repair is out of warranty, the customer is responsible for the return freight costs. REI will cover certain freight charges on exchanges.

Do you pay for shipping to REI?

REI will cover shipping costs if the error is made by REI. All other returns for credit or repair must be shipped to REI with freight prepaid.

Is my part under warranty?

Please have the part number and serial number available and call customer service at 1-877-726-4617 to see if your part is under warranty.

How do I return a part for credit?

REI accepts unused product that is complete and in original packaging back for credit. You will need to call customer service at 1-877-726-4617 to obtain a return authorization number.

Do you give estimates on repairs?

Yes, an estimate can be requested when you get your return authorization number.

How long will my repair take?

REI repairs products on a first-in, first-out basis. The time frame may vary depending on the season. For a more accurate time, please call customer service at 1-877-726-4617.

Is my unit exchangeable?

Only standard motorcoach products are exchangeable. Please call 1-877-726-4617 Monday-Friday between the hours of 8 am and 5 pm and follow the customer service prompt.

How do I get my unit repaired?

Please call 1-877-726-4617 Monday-Friday between the hours of 8 am and 5 pm and follow the customer service prompt to obtain a return authorization number.

Can I ship product to REI?

All product shipped to REI must have a return authorization number. To obtain a return authorization number please call customer service at 1-877-726-4617.

Does REI support its older product?

REI makes every attempt to service all products that we have sold regardless of when it was manufactured. Support materials can be found in our product support section.

Can I service my own product?

It is not recommended, as it may void your warranty. To troubleshoot your product, please call our 24/7/365 live, U.S.-based technical support at 1-877-726-4617.

I sent in a product for warranty repair. What’s my next step?

Please contact us at 1-800-228-9275.

What is my product warranty?

Warranty normally follows the product number unless a contracted agreement is in place. Refer to Warranty department.

I have defective product and want credit. How can I obtain reimbursement?

If the product is still under warranty, we can provide an exchange under our Signature Service program.

If the warranty has expired, our policy is to repair and return the product.

To troubleshoot the item, contact our 24/7/365 live, U.S.-based technical support representatives at 1-877-726-4617.

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Shipping

I have a carrier account, can you ship my order using this account?

We gladly accommodate special shipping instructions. Please provide detailed information to your sales person on your purchase order.

Can I receive products outside of the U.S.?

REI is dedicated to serving its customers globally. We provide international shipping options to a variety of countries across the globe. You, the receiver, are responsible for import charges such as customs clearance, taxes and duties, etc. For international shipment please provide our sales team with your customs broker or freight forwarder information prior to finalizing shipment.

What is the difference between Collect, Prepaid and 3rd Party freight charges?

Collect: You, the receiver, are responsible for all shipping charges, including import fees such as customs clearance, taxes, duties, etc. Most customers provide carrier account information to REI sales staff prior to finalizing an order. Your invoice will not include freight charges.
Prepaid: REI pays for the shipping. For international shipments the receiver is responsible for import charges such as taxes and duties, etc. Your invoice will include freight charges.
3rd Party: A predetermined entity pays all freight charges. The billing address and carrier account information is required for 3rd Party billing option.

My order was supposed to have received upgraded service level from the standard shipping level. I see it is not in upgraded status. How can I get this fixed?

We apologize for any inconvenience. Please contact your sales person or call 1-800-228-9275.

I supplied the incorrect shipping address.

The shipping address can be changed on all small parcel shipments as long as the package(s) are not on truck for delivery.

I would like to get my order sooner. Can I upgrade shipping service?

If an order has not shipped, the service level can be upgraded by contacting your salesperson and requesting an upgrade. Note: This does not guarantee the upgrade in service level.

If your order has already shipped, service levels cannot be changed.

What is the time frame and cost for shipping?

Shipping is determined based on the product weight and destination.

What is my tracking number?

Currently, REI does not have a streamlined method for providing customer tracking information. Please contact your sales person for tracking information.

I received my order but pieces are missing.

Product may ship separately if it’s on back order. We can track your shipment to see if all pieces have been shipped.

Do you pay freight?

REI does not cover shipping costs.

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Technical Support

What is frame rate?

Frame rate is how many images are captured each second of record time by the DVR.

What type of video compression does your DVR use?

H.264

What is high definition video?

High definition video is a video picture with a resolution of up to 1080 by 1920 lines. It has six times the resolution of a standard definition signal.

Are there benefits to a solid state hard drive?

Yes, REI SSD’s have no moving parts and are faster when transferring files.

How do I update firmware on my DVR?

All available support materials and firmware updates can be found in the product support section of our website.

How do I troubleshoot a product issue?

REI offers 24/7/365 live, U.S.-based technical support. For assistance, call: 1-877-726-4617.

Where can I find a wiring diagram for my system?

All available support materials can be found in the product support section of our website.

Where can I find a manual for my product?

All available support materials can be found in the product support section of our website.

What software do I use and where do I get the software?

We have several software options available. For more information, please see our product catalog, or talk with a sales representative to ensure you get the solution that’s right for you.

Are you compatible with other systems?

REI products integrate with many existing systems. Talk with your sales representative to discuss the specifics of your system.

Do REI’s surveillance systems work well in all lighting conditions?

Yes, REI’s cameras are designed and tested to give our customers excellent resolution in all lighting conditions.

My product is not working properly.

REI offers 24/7/365 live, U.S.-based technical support. For assistance, please call: 1-877-726-4617.

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