All Help Topics
Change or Cancel Your Order
Need to modify your order? Learn how to quickly change or cancel a recent purchase.
Order Status and Tracking
Looking for your tracking number? Learn how to check your order status and follow your shipment from our warehouse to your door.
Request an Invoice
Need a copy of your receipt? Learn how to easily obtain an invoice for any of your previous purchases.
Out of Stock and Backorder
Learn why items may be out of stock and how backorders are handled. Find info on Item availability status and what that means for your order.
E-Mail Notifications
Track your order status, manage promotional email preferences, and learn about our automated email notifications.
General Shipping Information
General shipping policies and procedures for all shipments
Shipping Issues
Learn how to handle damaged shipments, missing items, and refused packages. Report transit damage or missing products within 24 hours to ensure a valid claim.
Economy Shipping
Learn about our economy shipping rates, delivery timelines, and package tracking. Understand our policies on address changes, delivery responsibility, and carrier fees.
USPS Shipping
Choose between USPS Ground Advantage, Priority, and Express shipping. Review our policies on PO Box delivery, tracking limitations, and customer responsibilities for lost or missing packages.
FedEx Shipping
Explore our FedEx shipping methods, including Ground, Express Saver, and Overnight options. Learn about delivery timeframes, tracking capabilities, and important policies regarding shipping fees and missing packages.
International Shipping
Learn about USPS Priority Mail International shipping to Canada. Get details on delivery times (6-14 days), tracking availability, and international customs duties.
Drop Shipments
Learn about our drop shipment process for oversized items like safes and generators. Find details on delivery timelines, tracking requests, and shipping fee policies.
Return Policy and Instructions
Review our 30-day return policy. Learn how to request an RMA number, report damaged or defective items, and understand restocking fees and non-returnable items.
Damaged Items
Received a damaged product? Learn how to file a claim within 24 hours, document packaging for shipping claims, and request a replacement or return label.
Defective Items
Need to report a faulty item? Learn about our 30-day defective product policy, how to get a prepaid shipping label, and our replacement or refund process.
Warranty
All OEM products are sold with the full manufacturer's warrantyplease consult the information enclosed with your packaging for terms and conditions.
Account Info
Create an account to track orders in real time, view history, and manage subscriptions. Learn how to update your profile, change passwords, or delete your information.
Item Subscriptions
Set up automated deliveries for your favorite products and enjoy exclusive discounts. Easily customize your delivery schedule, choose shipping methods, or cancel anytime through your account.
Security
Learn about our secure checkout process and privacy policy. We prioritize your security with strict fraud prevention and confidential data handling.
Terms Account
Set up a terms billing account for your business. Apply online today for credit approval and receive automated email confirmation once your account is ready for use.
Fire Services Pricing
First Alert is dedicated to fire safety and providing the best pricing possible to all fire services and departments.
Bulk Purchases
Bulk orders made simple - request, quote, ship, and save. Our team works quickly to prepare your order - most bulk shipments are processed within 1-2 business days.
Order Processing
Learn about our order processing timeframes, how to place an order online or by phone, and what to expect regarding email notifications and inventory updates.
Payment Methods
Explore our accepted payment methods, including credit cards, PayPal, and mobile wallets. Learn about our terms accounts for eligible customers and our secure payment verification process.
Phone Orders
Learn how to place an order over the phone or online. Call our customer support team to process your order through our secure system and review our sales policies.
Sales Tax and Tax Exempt
Information regarding Illinois state sales tax rates and instructions for tax-exempt businesses or government agencies to submit documentation for tax-free purchases.
Sales Policies
Review our sales policies including order processing times, payment methods, shipping details, and tax-exempt requirements. Find information on tracking orders, managing cancellations, and handling transit damage.
Clearance / Discounts
Save big on discontinued items and limited-time offers. Learn about our clearance sales policy, how to use promotional coupons, and sign up for exclusive discounts.
Contact Us
Need assistance? Our customer service team is here to help. Contact the right associate for a swift resolution to your inquiry or for more information on our services.
Product Support
Help with technical product questions, warranty information and part replacement. Find product manuals and spec sheets for your product.
Holiday Shipping and Hours
View our holiday operating hours, shipping deadlines, and back-order processing details. Stay informed on office closures and estimated delivery times during the holiday season.
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Shipping Issues
Refused Packages and/or Undeliverable Packages
Customers will automatically be charged a service fee for the following reasons.- Any refused package.
- Undeliverable packages due to incomplete address information, no signature on file, or no recipient at the shipping location provided.
- Re-shipment of packages returned to us.
Merchandise Damaged in Transit
- If your merchandise arrives damaged you must notify us before returning it.
- We must be notified within one business day to ensure proper handling of your claim.
- Some shipping companies require that a representative come to your home to inspect the package. Remember to keep the original packaging, and do not discard the shipping box.
- You may be asked to provide pictures of the damages made to the outer packaging as well as the product inside the box.
- After inspecting the damaged parcel, the representative will return it to us. This procedure needs to be followed in these rare occasions.