Question 1

Does Toucan offer free shipping?

Accepted Answer

Yes. Toucan offers free standard shipping on orders of $49 or more to the 48 contiguous United States. Orders under $49, and orders to Alaska, Hawaii, Puerto Rico, Guam and other U.S. territories, have shipping fees calculated at checkout.

Question 2

How long does it take for my order to ship?

Accepted Answer

Orders are processed within 2 business days (Monday–Friday, excluding weekends and major holidays). Once your order ships, you’ll receive a shipping confirmation email with a tracking link.

Question 3

Where does Toucan ship?

Accepted Answer

Toucan ships to the 48 contiguous U.S. states, Alaska, Hawaii and U.S. territories including Puerto Rico, Guam and the U.S. Virgin Islands. International shipping may be available on request, so please contact Toucan before ordering to confirm availability and rates.

Question 4

What if my package is lost or arrives damaged?

Accepted Answer

Contact Toucan support as soon as possible. For a lost package, Toucan works with the carrier to investigate; for a damaged item, send a photo and, once the damage is confirmed, Toucan arranges a replacement (allow an additional 5–10 business days).

Question 5

How do I contact Toucan customer support?

Accepted Answer

Email support@toucansolution.com, use live chat in the Toucan Smart Home app, or call 1-888-788-6888 (Monday–Friday, 8:30–17:00). Including your order number or product model helps the team assist you faster.

Question 6

What is Toucan’s return policy?

Accepted Answer

You can request a return within 30 days of the original purchase date. Opened products are accepted for change-of-mind returns if they are complete, in good condition, in the original packaging with all accessories, and include proof of purchase; a 15% restocking fee applies to opened, non-defective returns.

Question 7

How do I start a return, and how will I be refunded?

Accepted Answer

Contact Toucan with your order number, the reason for the return and photos if the item is damaged or defective. Refunds are issued to your original payment method after the return is received and inspected; original shipping and handling fees are non-refundable.

Question 8

Who pays for return shipping?

Accepted Answer

In most cases the customer pays return shipping, but Toucan covers replacement shipping if a product is defective or damaged on arrival. For returns from Alaska, Hawaii, U.S. territories and international locations, all return shipping costs are the customer’s responsibility regardless of the reason.

Question 9

What warranty comes with Toucan products?

Accepted Answer

Toucan products come with a 1-year (12-month) limited warranty against defects in material and workmanship, starting from the date of original retail purchase. For a covered defect, Toucan arranges a replacement or refund with no restocking fee; proof of purchase is required.

Question 10

Can I install Toucan security cameras and doorbells myself?

Accepted Answer

Yes. Toucan products are designed for easy DIY setup: pair the device in the Toucan Smart Home app, mount it and you’re ready to go. Product-specific quick start guides are on the Toucan Installation Guide page.

Question 11

Do I need existing doorbell wiring to install a Toucan video doorbell?

Accepted Answer

No. The V3 and V3D video doorbells run on a built-in rechargeable battery, so no existing doorbell wiring, hub or base station is required. Both include a wall mount, screws and anchors, and a charging cable.

Question 12

Do Toucan devices need a hub, and what Wi-Fi do they need?

Accepted Answer

No hub or base station is needed: Toucan cameras and doorbells connect directly to 2.4 GHz Wi-Fi and are not compatible with 5 GHz-only networks. During setup, connect your phone to the 2.4 GHz network and stay close to your router; if your router combines both bands under one name, you can temporarily turn off 5 GHz.

Question 13

What should I do if my device won’t connect during setup?

Accepted Answer

Check that your phone is on a 2.4 GHz network only, your Wi-Fi password is correct (try removing special characters), you’re within Wi-Fi range and, for Bluetooth cameras, Bluetooth is turned on. If you’re stuck on the network setup screen, delete and reinstall the Toucan Smart Home app and allow all permissions when prompted.

Question 14

Do I need a monthly subscription to use Toucan?

Accepted Answer

No monthly subscription required for basic app features — AI+ PRO is optional. The Toucan Smart Home app is free to download for iPhone and Android, compatible devices include a Free plan for essential monitoring, and optional paid plans are chosen and managed in the app.

Question 15

What is included in the free Toucan plan?

Accepted Answer

The Free plan includes live view, instant notifications, two-way audio, motion zones, supported response controls such as the siren and pre-recorded messages, and 1-day video-event history. It also includes supported person, vehicle, pet and package detection alerts, 5 video downloads per month, 1 user and unlimited supported devices.

Question 16

What do the paid AI+ PRO and AI+ ELITE plans add, and how much do they cost?

Accepted Answer

AI+ PRO ($4.99/month or $49.99/year) adds 30-day video-event history, advanced AI, intelligent alerts, unlimited downloads, sharing with up to 10 users and multi-device group controls. AI+ ELITE ($9.99/month or $99.99/year) includes the same features with 90-day history and longer 5-minute screen-recording and live-view limits; prices are plus tax where applicable.

Question 17

Does Toucan work with Amazon Alexa and Google?

Accepted Answer

Yes, supported Toucan devices work with compatible Amazon Alexa and Google features, including selected announcements and camera viewing on supported smart displays. Availability varies by device and platform.

Question 18

Are all Toucan products wireless?

Accepted Answer

No. The V3 and V3D video doorbells and S4 cameras run on rechargeable batteries, and the S5 camera charges its battery with an integrated solar panel. The Floodlight Camera needs continuous power from a standard electrical outlet and includes an 8-meter weather-resistant power cable.

Question 19

Which Toucan video doorbells include a chime?

Accepted Answer

The V3 Video Doorbell includes a wireless indoor chime with multiple ringtones; the V3D does not include a chime. Kits built around the V3D (Starter, Essential and Complete) don’t include a chime, while the Starter Kit + Chime and V3 Gift Pack do.

Question 20

Can the S4 camera be used indoors and outdoors?

Accepted Answer

Yes. The S4 is a 2K, battery-powered camera with an IP56 weather-resistant design for flexible indoor or outdoor placement. An optional compatible solar panel charger is sold separately.

Question 21

Should I choose the S5 solar camera or the Floodlight Camera?

Accepted Answer

Choose the S5 solar camera for outdoor spots without a nearby outlet that get useful sunlight, such as a backyard, gate or shed. Choose the Floodlight Camera where electrical power is available and you want a bright 1200-lumen light for nighttime visibility, such as a driveway or garage.

FAQ