Drone FAQ, foire aux questions UAV | DroneXperts

Frequently Asked Questions (F.A.Q)

Products and consulting services

We receive a fairly large volume of emails or phone calls every day for the store or for the department. 

Here is a list of questions raised during these requests, hoping that this answers some questions. Is your question not there? Contact us.

Orders, prices and shipping

Quels moyens de paiement supportez-vous?

In the store, we accept Visa and Mastercard as well as the major debit cards.

Sur le site Web, nous acceptons la majorité de cartes de crédit disponibles au Canada (VISA, MASTERCARD, AMEX). Vous pouvez payer directement sur le site Web ou par PayPal. Nous traitons les paiements avec des services de calibre bancaire (Stripe et PayPal). Vous pouvez donc avoir l’esprit tranquille et la certitude que votre transaction sera sécurisée.

Can I order without going through the website?

Yes, by phone or email.

What is the shipping rate to locations in Quebec, Canada, the USA and elsewhere in the world?

For small drones and accessory orders of $149 or more, delivery is free in Quebec and Canada.

For international shipments, our shipping experts will provide you with the most advantageous delivery method. 

Note that you are responsible to pay any import and/or customs fees.

Minimum shipping charges will be added for commercial and industrial lines. Please contact our team for details.

How long does it take before you ship my order?

Your order will be processed and shipped out within 24 business hours after order confirmation.

How long does shipping take?

Depending on the carrier, destination and season, it ranges from one business day to a few weeks.

Can I order products from your online store for shipping anywhere in the world?

No, but contact us to assess the payment terms and shipping and customs clearance. 

Please note that some countries are subject to trade restrictions imposed by the Canadian and American governments and we are unable to export to those locations. Please contact us if you believe you are in such a situation.

Where can I find a list of your products and their applicable maintenance documents?

All documentation is available on the DJI website’s equipment pages at  www.dji.com and https://auteldrones.com/

You can also find a list of our products on our online store at  shop.dronexperts.comIf you can't find it, an advisor can be reached for assistance by email or phone.

You can also find procedures and tutorials on our  YouTube. channel. 

In case of very specific needs, please contact us by phone or email (support @ dronexperts.com), and we will get back to you as soon as possible.

Do your products require maintenance?

The product(s) you will receive will come with use and maintenance manual(s) as well as the warranty documentation.

As professional operating conditions can change from one environment to another, you may need to perform maintenance more frequently than the manufacturer's recommendations.

If in doubt, please contact one of our representatives at  support @ dronexperts.com channel. 

Are all products warrantied?

Yes, you can find warranty information on the websites of the brands we represent. 

Autel Robotics ( https://auteldrones.com/pages/warranty ) - AVSS Blue Vigil ( https://www.bluevigil.com/ ) - Chasing Innovation Technology Co. ( https://www.chasing.com/warranty-policy.html ) - DJI ( https://www.dji.com/fr/support ) - DJI ENTERPRISE ( https://enterprise.dji.com/fr/enterprise-shield ) - Epson Moverio ( https://epson.ca/Soutien/Accessoires-intelligents/sh/s4 ) - Flir ( https://www.flir.quebec/support-center/warranty/ ) - Go Professional Case ( https://goprofessionalcases.com/return-and-warranty-policy ) - Icom ( http://www.icomcanada.com/warranty.html ) - Indemnis ( https://www.indemnis.com/contact ) - Lume Cube ( https://lumecube.com/pages/warranty-policy ) - Nanuk ( https://nanuk.com/pages/lifetime-warranty )  - Parazero ( https://parazero.com/astm-warranty/ ) - PGYTECH ( https://www.pgytech.com/pages/lifetime-warranty ) - PolarPro ( https://www.polarprofilters.com/pages/warranty ) - SanDisk ( https://kb.sandisk.com/app/warranty/a_id/22478

If we receive a product with a manufacturing defect, how do I contact you? 

You can contact us by email at:  support @ dronexperts.com

For questions about the DJI Care Refresh and Refresh+ or the Enterprise Shield, please refer to these links. (https://www.dji.com/fr/service/djicare-refresh and https://www.dji.com/fr/service/djicare)

For questions relating to repairs outside the manufacturer's warranty, please consult the repair section in the FAQ.

Can I rent your equipment without using your teams? If so, is (minimal) training required?

We do make our fleet, the largest in Canada, available to you for rental. Upon receipt, our teams will confirm with you that you have all the necessary information/permits/insurance to avoid unpleasant surprises in the field. In addition, we also offer a training service to perfect your knowledge as needed. Please contact us for more information at 

 channel. support @ dronexperts.com 

Do you rent LiDAR scanners?

Yes, just like other scanners mounted on drones, you can rent LiDAR. We offer the GreenValley International (GVI) LiAir V.

What equipment can be rented? 
- Sensors and cameras
You can also rent aerial or thermal cameras or cameras for photogrammetry. 

- Batteries
You can also rent batteries for DJI Phantom P4, Mavic Pro or Matrice. 

- Drones
Inspire, Matrice, Mavic 2 Enterprise, Phantom 4 Multispectral and DJI RTK UAVs. There is also the new Autel EVO 2 Pro.

- Accessories and video equipment
DJI POCKET 2, DJI OM4, Osmo Pocket, Ronin, also GNSS D-RTK2 mobile station tripods for Matrice.
You can refer to the list of equipment on this page: https://shop.dronexperts.com/location

Is it necessary to have insurance for the rental of equipment at DroneXperts?

For consumer line products, insurance is highly recommended if you don't want to make a higher deposit. The amount varies depending on the equipment you want to rent and whether or not there is proof of insurance (security deposit by credit card). The full rental amount is payable before leaving with the equipment.

For products in the corporate line, we will require proof of insurance covering loss and damage.

If I exceed the deadline to return the equipment, what happens?

You will understand that before we can rent it out again, we require some time to check over the equipment to ensure it is in good working condition, restore or repair it to rental condition, clean it and reintegrate it into our rental system. After a 1-hour grace period we charge for an additional day.

Of course, if you’re able to advise us in advance of the delay and the return timeframe, we will be able to organize ourselves accordingly.

Do you provide access to data processing software with the rental?

We offer an in-house data processing service
We provide the necessary training as needed   (Pix4d, LiDAR, etc.)

If you don't find the anwers, 

Contact us by email or by phone at  +1 418-476-3007.

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