Due to the COVID-19 outbreak, we understand that you may have concerns about products delivered to you. This article will answer questions regarding how COVID-19 might affect you and Elgato.

You can also learn more about COVID-19 from the Centers for Disease Control and Prevention by visiting this FAQ on COVID-19.

• Is it safe to get deliveries from Elgato?
• Will delivery time be affected?
• Will signatures for certain packages still be required?
• Will getting help from Technical Support be affected?

Is it safe to get deliveries from Elgato?

According to the Centers for Disease Control and Prevention, there is no known risk of COVID-19 spreading through packages and deliveries. Because of poor survivability of these coronaviruses on surfaces, there is likely very low risk of spread from products or packaging that are shipped over a period of days or weeks at ambient temperatures. Coronaviruses are generally thought to be spread most often by respiratory droplets.  

If you are still concerned about the risk of COVID-19 spread, you can refuse the package once it arrives at your place of residence. This will cause the package to be returned to Elgato, and you will not be responsible for any shipping charges. You will also be refunded for your order once the package has been received at our warehouse.

To avoid delays in getting your refund, contact us immediately after refusing the package by going to this page and let us know you have refused the package. You will find a web form and the correct phone number to call on that page.

Will delivery time be affected?

You may experience delays as local couriers and governments put measures in place to combat the outbreak. This may include but is not limited to:

• Couriers closing or limiting services
• Quarantine measures
• Changes to business hours to encourage social distancing

Elgato is doing everything it can to continue maintain normal operations during these unprecedented times, while keeping our staff safe. This includes following WHO and CDC guidelines in our shipping and order processing hubs, maintaining social distancing, providing staff with face masks and gloves, and frequent cleaning.

Due to extremely high order volumes and the added complexity of responding to the threat of COVID-19, your order may take longer to reach you than initially stated at checkout. We understand your urgency and appreciate your patience with these delays. We are working hard to ship orders promptly, and are hiring more staff and expanding our warehouse operations to meet demand. You’ll be updated via email with order status updates and when your order ships.

Will signatures for certain packages still be required?

UPS has issued the following changes for deliveries that require a signature:

• In lieu of obtaining a signature, drivers will validate and record the name of the individual picking up the package.
• If the signature of an adult is required, drivers will request identification with proof of age.

If you order something that normally requires a signature, you should be ready to present some form of identification to the driver so they can record your name (e.g. a driver's license or a state ID card).

Can I return products I bought from the Webstore?

If you want to return Webstore-bought products, we will honor the 30-day return guarantee for Webstore purchases as long as you contact us within 30 days of the purchase.

We will also honor any RMAs approved within the warranty period of the product.

Will getting help from Technical Support be affected?

Due to the outbreak, most of our agents will be handling calls and other work outside the office.

You unfortunately will experience some delays in getting responses to your ticket, depending on if you are seeking a RMA (first priority), Troubleshooting (second priority), or just have some questions.

Please rest assured that we will answer you as soon as possible. Thank you for your patience and understanding.