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FAQs

ORDER DETAIL

Order Status

To check the status of your order, login to your account. On the Order history tab you will find a list of all your orders with their correspondent status.


Pressing View button on each order, will display the order details. You are also able to see your invoice or cancel the order.

If you have any further questions about the status of your order, please contact our Support Team:
support@flir-support.zendesk.com

Signature Required for Delivery

We appreciate it’s not always convenient, but given U.S. export laws on most of our products, we occasionally require a signature to ensure you are the recipient.

What happens if signature is require for delivery, but I’m not home?

If a signature is required for delivery of your order and you are not available, please contact the shipper to arrange another delivery attempt. Otherwise, the package will return to our warehouse and you will need to contact us for further actions.

Delivery

When will I receive my product?

We do our best to ship orders as quickly as possible. Shipment delivery may vary according to your location or shipment method.
As soon as your package is dispatched, you will receive your tracking number by email, giving you an estimated delivery date.

Ordering with FLIR

Canceling your order: you may cancel your order at any point prior to shipment, please contact support@flir-support.zendesk.com to do so.

Returning a product: you have 30 days after you received your product to return your order. In case of damage of your product, please contact us, we will provide you a return label in order to return it for free.

To which countries do you ship?

We deliver to the following countries:
Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Malta, Netherlands, Poland, Portugal, Puerto Rico, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom, United States of America.

Back Orders

Do you accept back orders?

Yes. If the product you wish to purchase is out of stock, we will still allow you to place an order for it. During checkout we will share the expected ship date, but please note this is our best guess, and may change if further delays (usually out of our control) occur.

Do I need to have a customer account to purchase?

No, to purchase from FLIR you are not required to create an account. Guest checkout is available during the checkout process.

MY ACCOUNT

Deleting my Account

How can I delete my account?

In order to completely delete your account, please send us an email to: webhelp@flir.com. Please note the only information we will retain will be the proof of transactions you have made on our site.

Personal Information

Do you Keep my information?

Your information related to your personal account is deleted alongside your account, however we keep all information related to an order for proof of purchase and transaction.

Can I share my account details?

You may not share your account with another person. Please note that you agree to the terms of creating one account per member when you create your account. Your information is personal, and it is in your best interest we recommend you follow this indication. Third parties may attempt to access your account without your consent. If you are conflicted with third party intrusions on your account, please immediately send us an email to webhelp@flir.com

How do I update my information?

You may change your personal information, through your account, at any time by entering to the Account Details tab and clicking on Edit button.


For orders which you have already placed and to which you wish to bring modifications, please send us an email to support@flir-support.zendesk.com in order to apply these changes to your ongoing deliveries.

Account Creation (signing up)

Who can sign up?

Depending of your country of residence, the minimum age to create an account on the website may vary.

Country of residence Minimum age to create an account on the website
Belgium, Denmark, Estonia, Finland, Latvia, Poland, Portugal, Spain, Sweden, United Kingdom 13 year old
Austria, Bulgaria, Cyprus 14 year old
Czech Republic, France, Greece, Slovenia 15 year old
Croatia, Germany, Hungary, Ireland, Italy, Lithuania, Luxembourg, Malta, Netherlands, Romania, Slovakia 16 year old
Do I need to provide personal information to sign up?

In order to sign up you need to provide your name, email and country. To sign up, you will not be required to provide further information such as an address or payment details, such as would be needed upon check out. We invite you to read our privacy policy for further information regarding the handling of your personal information.

How can I reset my password?

If you wish to reset your password, please log in to your account and go to your personal Account Settings page. Below your personal information in your Account Details, you can click on the button Change Password to reset your password.


How do I change my billing/shipping address?

To change your current shipping or billing address, please log into your account, select the tab ‘Address Book’ and click on the Edit button next to the address you want to change.


The change on the shipping address will not affect the orders that you have already placed. So, to request this, please send us an email to:
support@flir-support.zendesk.com.

What if I have product related questions?