Support

If you have any questions in relation to your purchase or Paralenz in general please find information on how to reach us below. We strive to answer all questions as fast as possible and within 24 hours.

 

General enquiries: info@paralenz.com

Sales enquiries: sales@paralenz.com

Specific order enquiries: orders@paralenz.com

Experiencing issues with your camera or app?
Please read through our FAQ

Not helpful? Send us a mail at: support@paralenz.com

Or call us: +45 70 70 72 08 (9:00 – 16:00 CEST)

Use the test firmware and help us with development and debugging:

Get the latest version of the Paralenz Dive App (BETA) for Android here:

In this section you will find material to style your videos to get the Paralenz look.

Intro/outro Video

Logo Pack

Shipping

When placing an order from our store, your order will be shipped from the USA to your selected shipping address.

Deliveries

Orders will be shipped with a carrier or a delivery firm. The order can be tracked via the website of the carrier or delivery firm. Once an order has been placed on the Website, Vendor will send to the Customer an order confirmation. As soon as the Customer’s package has left Vendor’s warehouse, Vendor will send to the Customer an E-mail with a tracking number for the package.

All orders will be expedited as soon as possible. Vendor does not ship on public holidays. Orders will be shipped from Vendor’s warehouse within 2-3 business days. All orders are subject to availability.

 

Only orders to a delivery address can be fulfilled. A delivery address can be a home or office address in one of the listed countries in the Deliveries section. Vendor cannot deliver to PO Boxes, due to risk of credit card fraud and courier restrictions.

 

Returns and Refunds

The Customer is entitled to return an order within 14 days of receiving the ordered Product(s). If the Customer wishes to return an order, the Customer must notify Vendor before expiry of the fourteen (14) days. The right to return an order expires fourteen (14) days after the day that the Customer:

 

  1. Received the ordered Product(s),
  2. Received the final ordered Product(s), if different Product(s) were part of the same order, but delivered individually.

 

For returns, please contact Vendor on the following E-mail address: info@paralenz.com. Vendor does not accept returns on a Product(s) that has been customized by the Customer. Please note that after receiving the ordered Product(s), the Customer may carefully examine and try the Product(s), but only in a manner as the Customer would if the Customer examined the Product(s) in a store at offline re-sellers. If the ordered Product(s) has been used in excess of what is normal in order to examine the Product(s), the Customer will be held liable for the decrease in value of the Product(s) in which the use has resulted.

 

If the Customer has acted in accordance with the above-mentioned conditions for Returns and Refunds, Vendor will give the Customer a full refund of the purchase price, this including the original shipping charges for the ordered Product(s) that the Customer returns to Vendor. Vendor will refund to the Customer’s original payment method for the order within fourteen (14) days of receiving notification. Please note that a refund will not be paid before Vendor receives the returned Product(s) at Vendor’s warehouse or until Vendor receives documentation proving shipping of the returned Product(s).

 

Vendor does not cover shipping expenses for returning an ordered Product(s), and such costs must therefore be taken care of and paid by the Customer. Please note that the Product(s) returned are the Customer’s responsibility until they reach Vendor’s warehouse. When returning a Product(s), the Customer must make sure to pack the return safely, in order to prevent damages to the Product(s) or the original packaging. Please make sure that the original packaging of the Product(s) is intact. The Customer must keep both original receipts and tracking numbers for the return package, in order to follow and prove a return.

 

How to return an ordered Product(s):

  • The Customer must notify Vendor if the Customer wishes to return the ordered Product(s). The Customer must contact Vendor by E-mail (info@paralenz.com) within fourteen (14) days of receiving the ordered Product(s).
  • The Product(s) returned must be send in the original packaging to Vendor’s warehouse within fourteen (14) days from the Customer’s notification of return.
  • The Customer must fill in the return form, and send this along with the Product(s) returned. The return form comes with the Customer’s ordered Product(s).
  • Shipping cost for the return must be paid by the Customer. Shipping cost are not covered by Vendor.
  • Vendor will refund within fourteen (14) days after Vendor receives the Customer’s notification of return. However, a refund will not be made before Vendor receives the Product(s) at Vendor’s warehouse or before Vendor receives documentation proving shipping of the Product(s).
  • If the returned Product(s) are not in their original packaging and in the same condition as when received by Customer, a deduction will be made in the refund similar to the decrease in the value of the Product(s). Please return the ordered Product(s) to the following address:

 

Paralenz Inc.
2711 Centerville Road, Suite 400,
Wilmington, New Castle
19808, Delaware

 

  1. Faulty or damaged Products(s)

Please note that the Customer is entitled to give notice of defects for a period of twenty-four (24) months. If something is wrong with the Product(s) received, or if the Customer has received a Product(s) that is not identical with the Product(s) ordered by the Customer, the Customer must contact Vendor by E-mail: info@paralenz.com.

 

When the Customer becomes aware of a defect or a wrongfully delivered Product(s), the claim must be sent to Vendor as soon as possible together with detailed information on the problem. The Customer may be facilitated with a new Product(s), receive a discount, or the Customer can return the Product(s) for repair or a refund. In accordance with the provisions of the Danish Sales of Goods Act, the solution of the problem will be resolved depending on the individual case. A Product(s) bought on sale, will not be exchanged.

 

In order to return a defect Product(s), kindly fill in the return form which came with the ordered Product(s). The filled in return form is to be send together with the Product(s) returned.

 

In cases where the claim is valid according to the Danish Sales of Goods Act, Vendor shall also refund the Customer’s shipping expenses. Documentation for shipping expenses must be provided.

 

Please note that the Product(s) returned are the Customer’s responsibility until they reach Vendor’s warehouse. When returning a Product(s), the Customer must make sure to pack the return safely in order to prevent damages to the Product(s) or the original packaging. The Customer must keep both original receipts and tracking numbers for the return package, in order to track and prove the return.

 

Please return ordered Product(s) to the following address:

 

Paralenz Inc.
2711 Centerville Road, Suite 400,
Wilmington, New Castle
19808, Delaware

If you are interested in becoming a dealer of the Paralenz Dive Camera, please follow this link and fill out our Wholesaler Application Form.
We are currently very busy and will not be able to make separate distributor/retailer contracts in this initial phase.

If you wish to order a retailer pack, please send us a mail at orders@paralenz.com

We will need the following information in your order request:

Company Name
Company Address
Company Website
VAT Number
Contact Person
Phone Number
Email Address
Requested Order

 

We look forward to work with you.

Thank you for your interest!