We are Nelly's Security

In order to achieve these goals, we have to have to be different from everyone else. We can’t just think outside the watermelon box; we have to get rid of the box completely. Here are just a few of the ways we separate ourselves from pack.

Without extreme customer service, we won’t be able to get where we want to go. Nor would we have gotten to where we are now. Frankly speaking, the security industry as a whole has terrible customer service. Whether it’s due to service reps that don’t know anything about their products or imprisoning and ridiculous warranty and return policies, it makes for a very frustrating customer experience.

I firmly believe we have the best customer service reps in the industry, no question about it. We have a small crew here. But I like to hire Rock Star team members that can do the same amount of work as 10 average workers. The person that answers the phone here at Nelly’s can help you speck out a system and take your order. That same person can also help you through any technical support challenge you may have. This makes for a very cohesive customer service experience, and the customer can rest assured knowing they are getting a system compiled by someone who actually knows what they are doing. More than that, they know they can always call back and speak to the same person for any technical assistance.

Have you seen some of these warranty and return policies from other companies? It’s like if you breathe on the product box, they will charge you a 25% restock fee. That’s crazy! We believe that if you don’t like the product, you shouldn’t be forced into keeping it or charged with a restocking fee. This is why we have a 60 day hassle free return policy, which means you can return any product, new or used, with the original packaging or without, for a full refund within 60 days of purchase.

Have you ever dealt with annoyingly long warranty wait times? Not here. Our policy is to repair or exchange defective products within one business day of receiving them. If you are a professional installer, we will even ship you a free advanced replacement the day you call us to report a bad product.

I’m amazed that there are still professional security distributors who haven’t adapted to e-commerce or to the internet in general. It’s our goal to stay on the forefront of technology to make the smoothest and most efficient buying experience possible. Whatever shopping method is most convenient for you, we want to make that possible. Here's how we do it.

• We offer free ground shipping on all orders big or small to the lower 48 states.
• We normally ship out orders either the same day, or at maximum the next business day.
• We offer many different payment options to make the process as quick and flexible as possible for you. (Credit card, cash on pickup for our local customers, PayPal, Amazon Pay, and Resolve payment terms)

Of course if you are one of those folks who like to call in and place orders, no problem. You can do that too.

We cater to both DIY’er and Professional Installers, and we are grateful for both. However, we understand that the professional installer has a different and more complex set of needs. They don’t need just good products and great service, even though we offer that. The professional needs a partner in profit! If you are a professional installer, we don’t want to just be your supplier. We really want to help you boost your business and achieve your greatest goals.

This is why we created the Branding Program, which is our unique 100% free service in which we brand our products with your logo, your model numbers, and your decals, as if the product was manufactured just for you. We did this because we understand the importance of your business’s brand in the security industry. It’s a very cutthroat and competitive market, and customers will often google the products you are quoting them to find the same product for a lower price. Our Branding Program eliminates this price-matching issue, because when your customers google your model numbers, they will only find your business and your products. Our branding program gives you a much needed edge in this competitve market.

Again, this is a courtesy service that we offer our dealers. It’s 100% free of charge and there are no minimum order quantities. No other company in the world has such an extensive branding program like we do.