Customer Service

U Spy Store is dedicated to giving you the best service available, please use the form below or browse our FAQ section.

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FAQ

Q: Is it safe to use my credit card on your site?
A: Shopping at UspyStore.com is safe. The UspyStore.com backs every credit card purchase you make at UspyStore.com as our site is protected by SSL encryption technology.
Q: Is it safe to use my debit card online?
A: Yes it is totally safe. And please note: If you choose to pay by debit card, the amount you charge will be put on "hold", meaning it will not be available to you once you place your order. Once your transaction is processed, the amount of the transaction will be withdrawn from your account and the original "hold" will be voided.
Q: What is the status of my order?
A: Your order status will be available 24 hours after your order has been placed, by simply emailing us for a status. We will email you a tracking number to the email address you provided. From there, you will be able to view information about your order.
Q: I want to return my purchase! What do I do?
A: Due to the nature of our products, we cannot offer returns. We cannot be in the business of renting equipment for free for one time events. If you are unhappy with a product, you may return the product for a store credit that will be valid for 1 year. Your returned product may also be exchanged for something of equal or greater value as well.
Your returned product must be in "Like New" condition and returned with the original box and all accessories, packaging and equipment. Once your return is received and inspected by our warehouse staff (usually within 72 hours of receipt), we will process a credit to your account and either send you your store credit voucher or the new product you desire. Please request a return or exchange through email by sending a request to returns@uspystore.com.
Q: How long will it be before I receive my order?
A: For standard ground shipping, you should receive your order within 4-5 business days. Please allow additional time for shipments to APO/FPO addresses.
Q: Can I expedite my shipping?
A: The following shipping options are available when you check out. Expedited orders placed before 3 PM Central time on a business day will be shipped out the same day. All other orders will be shipped out the next business day.
Q: What forms of payment do you accept?
A: We currently accept Visa, MasterCard, Discover, American Express, and PayPal for all orders.
Q: How do I order items with Cashier's Checks or Money Orders?
A: Cashier's Checks and Money Orders are accepted and may be mailed to us for payment. Please note that all orders paid by check or money order will be delayed up to one week for
Q: Do you ship to addresses outside the United States?
A: We ship to all US States, US Territories as well as most International locations.
Q: Do you ship to PO boxes or Military APO/FPO addresses?
A: We apologize but we do not ship to PO Boxes or Military APO/FPO addresses.
Q: What do you charge for standard shipping an order?
A: All orders over $75 shipped to a destination within the continental United States (48 States) are shipped by UPS ground free of charge. Shipping charges apply to all other orders shipped to Hawaii, Alaska and outside the USA. The charges are automatically calculated by UPS and may be determined through the shipping calculator on our website once details of the products and the ship to location are provided as well as the manner of shipping chosen. International orders may also be sent by the United States Post office however the cost must be calculated for this by us. Email the details of the products you desire to order to orders@uspystore.com and we can email back the exact cost of shipping via the US Post office. These charges are generally less costly than sending International shipments.
Q: What are the shipping charges for returning an order?
A: Shipping charges for returned orders are the sole responsibility of the customer. It is your responsibility to use a safe method of returning your purchase for whatever reason.
Q: Are there any shipping restrictions that I should know about?
A: As regulated by the Department of Transportation, pepper spray, aerosol products and other items considered to be hazardous materials cannot be shipped to Alaska, Hawaii, US territories (i.e. Guam, Puerto Rico)or outside the USA. Our policy is to ship these items via UPS Ground service. These items will be shipped separately from the balance of your order. Some products may not be exported by law or may be illegal in your state. It is your responsibility to investigate and have knowledge of all state laws, laws in your country, duty charges and any other restrictions concerning a product. Please check your laws concerning pepper spray, lock picks, self defense products and all other products before ordering.
Q: When placing an order I get an error message stating that there has been an authorization failure. What went wrong?
A: Please double check the credit card number and expiration date on your card. Also, please be aware that we currently accept Visa, MasterCard, Discover, and American Express for credit card payment.
Q: I want to know if you carry a specific product?
A: Check by typing the name of the product you are searching for in the Search window and then click on the Search button and you will be taken to a page where you can enter multiple search criteria and you will be shown a list of all items on our site that meet this criteria.
Q: Do you do back orders?
A: If an item is out of stock we will notify you as soon as possible and ask if you would like a replacement item or advise you of the time it will take to deliver the product. Out of stock orders may be cancelled unless a replacement item is requested or the time to deliver is acceptable to you.
Q: Do you have a catalog?
A: Currently, we have a 'virtual' catalog. Most of our product line is online; we do not have a physical catalog. Although we are able to sell you any item that available, please alert us by email at inquiry@uspystore.com if there is a product you do not see on our site. Or call us at 1(773)529-2SPY (2779) to see if the product is available.
Q: Do you offer gift certificates and/or gift cards?
A: Yes! If you're looking for the perfect gift or just doing some last minute shopping, we have the perfect solution for you! U-Spy Store Gift Certificates and Gift Cards are available by ordering them on our website.
Q: What are cookies? Do I need to enable cookies on my browser to shop at UspyStore.com?
A: A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites. You need to enable cookies on your browser to enjoy all the shopping features at UspyStore.com.

Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your UspyStore.com account information. If you share your computer with others and you do not want them to have access to your account information, be sure to log out of the browser before leaving your computer unattended. You can log out by closing your browser.
For more information about how UspyStore.com uses cookies, see our privacy policy.
Q: Do you charge sales tax on any item?
We are required by law to collect sales tax on orders shipped to Illinois and Florida. If you are shipping to any of these states, the appropriate charges will be added to your merchandise total and displayed on your final order confirmation.
Q: How do I know my security needs?
If you are unsure of your security needs, please call us at 1(773)529-2SPY (2779) and ask for a free consultation.
Q: Does U-SpyStore have an outlet store?
No! We currently have close out items on our website and in all of our stores.
Q: Do you match your own prices if an item goes on sale after my purchase?
A: Yes, if an item you order from U-Spy Store goes on sale within 10 days of your original purchase we will refund the difference.
Q: What is U-SpyStore Store Credit and how do I get it?
U-Spy Store Store Credit is credit received for returns that may be used to purchase future orders on UspyStore.com, in our stores or by telephone. When returning items you have the option to 'Receive U-SpyStore Store Credit' or 'Purchase a Replacement Item of equal or greater value'; if you select 'Receive U-SpyStore Store Credit' you will receive U-SpyStore Store Credit for the amount of your return by email.

For more information on U-SpyStore.com Store Credit, see our terms and conditions.
Q: How do I use U-SpyStore Store Credit?
U-SpyStore Store Credit may be used to make purchases on UspyStore.com orders by entering your U-SpyStore Store Credit code (which we will provide you just prior to a purchase) into the Coupon Code box below the shopping cart or by contacting us at 1(773)529-2SPY (2779).
Q: How can I obtain the balance of my U-SpyStore Store Credit?
Your U-SpyStore Store Credit balance may be emailed to you upon request. You may also obtain your balance of U-Spy Store Store Credit by calling our Customer Service Team at 1(773)529-2SPY (2779) or by visiting a store.
Q: I lost my U-Spy Store Store Credit; how do I get it?
You can contact the U-SpyStore Store for the email you were sent when your return was received and you were given U-SpyStore Store Credit. If you lost this email or cannot find this email, you may obtain your U-SpyStore Store Credit code by calling our Customer Service Team at 1(773)529-2SPY (2779) who would be more than happy to email you another copy.
Q: What is PayPal?
PayPal is a payment method for online purchases enabling buyers and businesses to send and receive money online. As of today, PayPal has over 100 million member accounts in 190 countries and regions. One advantage of using PayPal payment method is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card and other financial information to the merchant.
Q: How do I sign up for PayPal?
You can sign up for a PayPal account by going to www.paypal.com.
Q: How do I use a Paypal payment option on U-Spy Store?
Existing PayPal users who would like to use PayPal payment method when placing an order can click on the "Checkout with PayPal" button when checking out. New PayPal users who would like to use PayPal as a payment method will be redirected to the PayPal website to sign up for an account and will be presented with the "Checkout with PayPal" option when they get back to the UspyStore.com web site.
Q: What do I do if I have questions about my PayPal account?
You may contact PayPal customer service by calling 888-221-1161 or go to https://www.paypal.com for support and additional information.
Q: How is billing done for PayPal?
Customers who sign up for a PayPal account must sign a Billing Agreement which will authorize the merchant to take out their payments directly from their PayPal account. Only then can the customer be able to control how to pay for their purchases. For detailed information, customers can contact PayPal customer service by calling 888-221-1161.
Q: When are funds transferred out of my PayPal account for my U-Spy Store order?
PayPal withdraws money from your PayPal account immediately after checkout. If the balance is lower than the total payment, PayPal offers credit products or the option to pay from your bank account or a credit card. Customers who do not have a PayPal account at this point will need to use a valid credit card to complete the payment. For detailed information, customers can contact PayPal customer service by calling 888-221-1161 or visiting https://www.paypal.com.