In order to receive a full refund, Openpath products must be returned unopened and in the same condition that you received them within 60 days of the original ship date. It must also be in the original packaging. Buyer covers all shipping costs associated with returns. There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition and packaging
- Any item that is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 60 days after the original ship date are subject to a 30% restocking fee
To complete your return, we require a receipt or proof of purchase. We do not accept returns after 90 days from the original ship date.
REFUNDS (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment minus original shipping costs and, if after 60 days, a 30% restocking fee.
EXCHANGES (if applicable)
Openpath products are guaranteed by a Lifetime Warranty. To determine if an item is defective, you must first contact our Support Team at 1-844-673-6728, ext. 2 and troubleshoot the issue before returning an item as defective. After determining if an item is defective, Openpath will ship a replacement item and a return label for the defective item at no cost to you.
If you need to exchange an item that is unopened and in its original packaging for a different item, contact email@example.com. Original item must be received before an exchange item will be shipped. If your exchange is time sensitive, you must purchase the replacement item and follow the return policy for the original item.
SALE ITEMS (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Depending on where you live and the shipping method you choose, the time it may take for your products to reach you may vary. Openpath can not guarantee shipping time estimates provided by our carriers, nor can we guarantee your item will ship out on or by a certain date. We recommend you order your products with a comfortable window prior to your installation.
Buyer is responsible for paying all shipping costs associated with returning or exchanging a non-defective item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
To return your product, you should mail your product to:
ATTN: RMA Department
600 Corporate Pointe, Suite 400
Culver City, CA 90230
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Fail safe and fail secure are ways of configuring locking hardware:
- Fail safe hardware unlocks when power is interrupted
- Fail secure hardware locks when power is interrupted
If you're unsure if your locking hardware is fail safe or fail secure, an easy test is to remove power from the lock. If it locks, it's fail secure; if it unlocks, it's fail safe.
Openpath readers can support either low frequency (LF) or high frequency (HF) cards. You'll need a LF reader to support LF cards or a HF reader to support HF cards. If you're not sure whether you're currently using LF or HF cards, do the following:
- Hold up a flashlight (a smartphone's flashlight feature works well for this) to the card and look for the copper antenna. A thicker antenna indicates LF, a thinner antenna (typically less than 1mm) indicates HF. Do not stare directly into the light, as we did.
- If you're still unsure, please contact Openpath and provide photos of your cards.
Backup batteries are optional, but recommended. Assuming 12VDC, the operating current of a Smart Hub ACU is 1A and a Smart Reader is 0.25A. To power a Smart Hub ACU and four readers, you'd need 2A per hour. And if you're powering locking hardware, you'll need to take that into consideration too. A fully loaded system (ACU, readers, and locking hardware) is about 4A per hour. To keep the system running for 3 hours with all entries engaged, you’d need a 12V 12Ah sealed lead acid (SLA) or gel cell battery.
Note: For a 24V power supply, you need two 12V SLA or gel cell batteries in series.
Your installer can help you determine the right backup battery for you.
Prior to installation, the installer will perform a customer site survey and determine the following:
- How many entries need to be configured (e.g. doors, gates, and/or elevator floors)
- Whether legacy wiring or new wiring will be used (shielded CAT6A is preferred)
- What kind of electronic entry mechanisms, Request to Exit (REX) mechanisms, and door contact sensors will be used and their power requirements
- Whether to provide backup batteries for the Smart Hubs
- The site has Internet access and there are enough open network ports (one for each Smart Hub)
- There are live Ethernet drops at each of the Smart Hub locations
- There is enough space to accommodate 12" x 14" x 5" Smart Hub enclosures
An Openpath Customer Service Technician will provide credentials (mobile, key fob, and key card) and training to the installer so they can test and verify the installation.
No - Openpath's service is provided on a month to month basis, although discounts are available for annual pre-payment of the monthly fees.
Once you place an order with Openpath, we will work with you to schedule a time for your installation. At the time of installation, a certified Openpath installer will arrive onsite and install Openpath and any required supporting electronic door controls and wiring. Openpath, as with other access control systems, requires electric door hardware, which can be electric strikes, magnetic locks, or electrified mortise locks.
In most cases the installer will need to do a prior site visit to provide you with an installation cost estimate, and if you prefer, you are also able to use your own installer, who we would assist as needed through the installation.
Yes, it’s not a problem to add Openpath to your office and run multiple access control systems simultaneously. It's also possible for Openpath's door controller to support legacy non-Openpath door readers, although in this case our mobile app would not be available and key cards would be necessary, unless the legacy reader is also connected to an Openpath reader.
Openpath gives our customers two options for installation:
Bring your own installer: If you have someone you know and trust who typically does these kinds of installations for you, then we would be happy to work with them. You can purchase the system, have it shipped to your office and your preferred installer will be all good to go. If they have questions or need support, they are welcome to contact us and we can walk them through any details. All our documentation is available online. Since we use open wiring and power standards and don't need any dedicated network configurations its a pretty easy system to install.
We can find you an installer: Openpath has great relationships with Installers all over the country and we can send someone to do the job if you don't already have someone in mind. Just work with your account rep and let them know you would like us to help with installation and we will put someone in touch with you right away.
Yes - we specifically built our system to work with standard electrical wiring so you can just remove the old readers and door controllers and put in the Openpath units. Best of all you can connect our system to the internet and forget about that old computer you had to manage to run the legacy access control system software.