Frequently Asked Questions
How do I purchase a product from REI?
Your purchase begins by contacting the REI sales team. They will help you directly or put you in touch with a reseller in your area. Click here to request a quote.
What documentation is required to purchase a product from REI?
REI requires a signed Purchase Order (PO) or contract along with a signed End User Letter before an order can be finalized. The sole purpose of the End User Letter is to document REI’s due diligence in complying with the United States export regulations. The REI sales team will walk you through submitting this documentation following your request for a price quote.
Documentation required from individual resellers may vary.
Does REI sell and ship internationally?
Yes, with the exception of a few countries. U.S. export restrictions vary from country to country and from item to item. The most restricted destinations include Cuba, Iran, North Korea, Sudan, and Syria (REI products are strictly prohibited in these countries). This list is subject to change without notice. For current information on U.S. embargoed and sanctioned countries, as well as information on U.S. Export regulations and laws, please see the Bureau of Industry and Security (BIS) U.S. Department of Commerce, the OFAC site referenced above, and the U.S. Department of State Directorate of Defense and Trade Controls.
International customers are responsible for any and all import duties and value-added tax (VAT) upon receipt of their product(s).
How do I get help operating my REI equipment?
Training classes are available at our facility in Cookeville, Tennessee. These hands-on courses cover basic and advanced procedural concepts of conducting a counter surveillance investigation. Throughout the courses you will be trained on multiple pieces of REI equipment. For course descriptions and to register, click here.
During our normal business hours there is a technical group available for support by phone at (800) 824-3190 (U.S. only) or +1 (931) 537-6032. You will typically speak with one of the product designers or your call will be directed to one of the qualified technicians that build and test the equipment. At the current time, there is no charge for over the phone technical advice. Alternately, you may request technical support here.
How do I upgrade my REI equipment?
Most product upgrades can be performed by the customer. Visit the Product Downloads page to view the latest software for each product.
Should you need to return your equipment to REI for an upgrade, visit the Product Repairs page to get started.
How do I return equipment to REI for a repair?
In the event your product needs to be returned to REI for a repair or upgrade, visit the Product Repairs page for information on requesting a Return Merchandise Authorization number.
How do I get a Return Merchandise Authorization (RMA) number?
In the event your product needs to be returned for an upgrade or repair, you must get a Return Merchandise Authorization (RMA) number before shipping any equipment to REI. Click here to fill out the RMA Number Request.
What are REI's product shipping guidelines?
REI products are designed and intended for legal commercial applications. However, because laws and regulations vary from state to state and country to country, it is the sole responsibility of the purchaser and user/operator to check and comply with all applicable laws and regulations for the possession and operation of this equipment before and after making a purchase. Read our full shipping policy here.
Do REI's products have a warranty?
Products manufactured by Research Electronics International are warranted against manufacturer’s defects for one (1) year from the date of purchase. This warranty covers manufacturer’s defects only and does not cover battery replacement, normal wear and tear, equipment misuse or mishandling, damage from electrostatic discharge (ESD), or other damage. Click here to read REI’s complete warranty information.
Where do I find information on discontinued REI products?
REI maintains a list of discontinued products here. Should you need assistance with operating these products or downloading information for these products, please Contact Us.
What is TSCM?
Counter surveillance refers to measures taken to detect and/or prevent unwanted surveillance. Technical surveillance countermeasures (TSCM) refers to one subset of counter surveillance – the detection of electronic surveillance devices. These devices are used to eavesdrop and transmit potentially confidential information without the knowledge of the individual or organization. TSCM experts use various tools (spectrum analyzer, non-linear junction detector, broadband receivers, thermal imagers, x-ray machines, etc.) to detect and locate these transmitters to prevent or discontinue suspicious activity.
Why is counter surveillance important?
There are many reasons why organizations have the desire to spy on each other. It is difficult to statistically assess how often governments, industries, and individuals are victims of illegal and unwanted surveillance. Evidence of surveillance is often suppressed to avoid publicity or, in some cases, alerting the spy. Most organizations are unaware that criminal surveillance has had an effect on the success and mission of the organization. Here are just a few examples of needs for counter surveillance:
- New product developments and plans
- Protection of trade secrets
- Reorganization plans such as mergers or takeovers
- Corporate legal problems
- Labor union disputes and negotiating strategies
- Protection of financial information
- Industrial spies from other companies and/or countries
- Internal employee spying (sexual harassment, stalking, etc.)
- VIP Protection (terrorists, kidnappers, paparazzi, tabloids, etc.)
Law Enforcement examples:
- Protection of government leaders
- Protecting investigation details from organized crime
- Protecting undercover agents’ identities
- Ensuring drug criminals are unaware of raids and investigations
- Protecting individuals in witness protection programs
- Securing communications
- Political negotiations
- Protection of political leaders
- Protection of military or political information or plans
- Development of advanced technologies
- Securing embassies
- Investigating terrorist activities
Are spying devices easily accessible?
Surveillance devices are often considered myths or products only available to covert government spies; however, as the world’s technology continues to advance, high quality surveillance devices are easily purchased on the commercial market and can even be common household products. A baby monitor is an excellent complete bugging system for less than $50; it can be placed above ceiling tiles, under conference room tables, behind a desk, or in a briefcase. A high quality “pinhole” lens chip camera can be purchased on the open market for less than $100. As the value of protected information increases, the threat potential and available surveillance technology also increases. The serious criminal can easily acquire and utilize sophisticated eavesdropping equipment. It is the responsibility of the organization leadership and security professional to determine the value of information in developing a security strategy.