FAQs

  • What payment methods do you accept?
  • Can I return or exchange an item?
  • Can I place an order without creating an account?
  • What is an IR illuminator?
  • Why do I need an IR illuminator?
  • Where is my refund?
  • How do I return an item?
  • Where is my order confirmation?
  • Why has my order been canceled?
  • Are all cameras sensitive to IR light?
  • What do I do if I lose my return note?
  • How do I cancel my order?
  • My order has arrived but it’s not as I expected. What can I do?
  • How far will my camera see with Tendelux illuminators?
  • How do I maximize the performance of my Day/Night cameras in low light conditions?
  • Can I alter my order?
  • How long does it take to return an item?
  • How do I increase the effective range of the IR & Day/Night camera system?
  • When will my order arrive?
  • What countries do you ship to?
  • What is a built-in automatic Day/Night switch
  • How much is shipping?
  • Does ambient light affect IR illuminator performance?
  • Can I track my order?
  • What is the difference between 850nm and 940nm wavelengths?

IR illuminator FAQs

What is an IR illuminator?

An IR illuminator, or infrared illuminator, is a tool that emits light in the infrared spectrum. Infrared light, or infrared radiation, has wavelengths longer than visible light and is usually experienced as heat. Infrared radiation is invisible to the human eye, but to night vision devices, an IR illuminator functions like a flashlight.

Why do I need an IR illuminator?

Illuminating a CCTV camera with floodlights alerts potential intruders to its presence, allowing them to come up with ways to evade surveillance. With IR lighting, the intruder may not even realize they are being recorded until it’s too late. Additionally, infrared illuminators are great for residential areas or places where light pollution is a concern.

There is a very simple rule: NO LIGHT = NO IMAGE. Even the most advanced and sophisticated Day/Night cameras WILL NOT function in pitch dark or even in very dark conditions. An IR illuminator or white light is required to aid the camera to produce images usable for security purposes.

Are all cameras sensitive to IR light?

No. Only the Day/Night cameras with a removable IR cut filter work well with IR illuminators.

How far will my camera see with Tendelux illuminators?

The performance range for all Tendelux lights is specified in the product datasheets. We are very conservative in our numbers. For testing we use mid-range “true Day/Night 1/3” CMOS-based Cameras with physically removable, not digital, IR cut filters that are most widely used for security applications. If you’re using a TRUE Day/Night camera from a REPUTABLE manufacturer with a physically removable IR cut filter, you will get the same or even better results.

How do I maximize the performance of my Day/Night cameras in low light conditions?

The performance of the entire system depends on all of its components, including the camera, the lens, the IR reflectivity of the object, and the IR illuminator. To get the most performance out of your system in lowlight follow these simple tips:

  • Use true Day/Night cameras with a physically removable IR cut filter.
  • Use an IR or White Light illuminator with adequate output power.
  • Make sure your camera is equipped with an IR corrected lens. It solves the problem of focus-shift between night and daylight, which causes a blurry picture.
  • Match the angle of the IR illuminator to the camera’s field of view.

How do I increase the effective range of the IR & Day/Night camera system?

To increase the lowlight performance and range of a true day/night camera used with an IR light you need to evaluate each system component and how they complement each other. The lens is a very important component as is the output power of the IR illuminator. If you need long-range performance, increasing the IR output power alone will not be sufficient; an appropriate lens will have to be used and vice-versa. Also, keep in mind that light output power verses range is governed by the “inverse square law”. The law simply states; to double the range, the output power must be increased four times. If you want the range to triple, output power needs to be boosted nine times. It’s important to note that higher megapixel cameras require more light.

What is a built-in automatic Day/Night switch

The built-in automatic Day/Night switch is operated by a sensor or photocell, which automatically turns the IR illuminator or white light ON in low light (Night) and turns it OFF in daytime.

Does ambient light affect IR illuminator performance?

Ambient (visible) light has a great impact on the IR illuminators ability to aid the performance of a day/night camera. The visible light at the scene dilutes the IR light produced by the illuminator, making it less dense, which impacts its range and camera performance. It is similar to using a conventional flashlight during the day — even though it’s ON, there’s no real difference.

What is the difference between 850nm and 940nm wavelengths?

The 850nm wavelength is standard for most security and other applications where a camera requires additional lighting. The 850nm light produces a very faint red glow at its source, but otherwise it is not visible to the naked eye. Most of the true Day/Night cameras with removable IR cut filters have great sensitivity to 850nm wavelength IR, that’s why they are so widely used for IR illumination. Overall the 850nm has an excellent range vs. visibility ratio hence it is ideal for most security and camera lighting applications. The main advantage of the 940nm wavelength is that, in most cases, it is completely invisible to the human eye. This is an imperative for law enforcement and military applications where covert operation is essential to mission success and safety. Traffic and railroad applications also benefit from 940nm wavelength because the red glow can be falsely interpreted as a signal. Only a handful of cameras are sensitive to 940nm wavelength and the range is about 40-50% shorter than 850nm is. We recommend when selecting a 940nm IR illuminator to be sure that your application really needs it and that your camera is capable of recognizing it.

Payment

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, and American Express. We only take payment once your order has been shipped. We also accept payment by PayPal. If you decide to use this method, you’ll be taken to the PayPal website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Ordering and delivery

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://tendelux.com/account/register and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at support@tendelux.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via support@tendelux.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

When will my order arrive?

Orders that require shipping within the U.S. will be delivered within three to ten days, depending on your preferred shipping method. Shipping to countries outside of the U.S. may take up to 14 days. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

What countries do you ship to?

We ship to most regions worldwide. Please check this detailed breakdown (add link) before ordering to make sure we can deliver to your geographical location.

How much is shipping?

Shipping costs depend on the item you’ve ordered and the country where it’s being delivered. Please refer to this delivery cost table (add link) to check the postage fees for different destination countries. If your order value is more than $75, we provide free shipping within the U.S.

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

Returns

Can I return or exchange an item?

You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. Unfortunately, we don’t offer exchanges. If you’re unsure about clothing sizes, we recommend ordering the two closest matches and returning the one that doesn’t fit.

How do I return an item?

Please contact our customer service team via support@tendelux.com. Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.

What do I do if I lose my return note?

We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch and ask for it to be resent to you.

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via support@tendelux.com with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.