| Frequently Asked Questions (FAQ):
General:
Q: Where are you located?
A: Sunny Florida U.S.A.
Q: What region are the DVDs
you sell?
A: We only sell Region 1 (NTSC) DVD's unless noted otherwise in the title information/synopsis.
For Blu-Ray they are coded region A/1 predominately and returns will not be accepted on the basis they
won't play in other region code machines even if stating they are region A,B or C.
This is due to other region coded machines requiring upgrades to firmware etc to enable them to play.
HD-DVD at this time is not region coded but same will apply if region coding is introduced for this format.
Q: I have selected my local countries currency when visiting your site. How will I be charged?
A: All billing is done in Unites States Dollars (USD).
Q: When do you debit my credit card?
A: We only place a debit to your card when your order enters pre-shipping status.
Q: Does the amount my invoice indicates as total charge include taxes/duties?
A: If you are a Florida resident then we must charge local sales tax and this will be reflected in your account itemized separately otherwise all other US residents are exempt from sales tax. All international customers it is your responsibility to pay the appropriate local customs duties and taxes. Any refused shipments will have the incurred charges debited to the customer inclusive of shipping.
Returns:
Q: What is DVD Pacific's return policy on damaged/faulty discs?
A:
We will gladly replace (for same title ONLY) any faulty discs within 14 days of receipt of order. We would firstly request that you attempt to play the disc in question on another player to ensure the problem is not player/disc specific. With discs that come loose in transit within their case surface scratching can result but fortunately this rarely results in playback errors. If you find playback errors are occurring then attempt to clean or even lightly polish the disc to see if this remedies the situation. If the above fails then please e-mail our returns and replacement department on returns@dvdpacific.com with your name and Invoice ID and nature of fault. They will issue you a Return Authorization Number and instructions on procedure for return. Replacement discs will not be sent until we have received the return and verified the faults.
Q: Will you refund my postage costs for returning a faulty title?
A:
Yes. We will place a credit to your DVD Pacific membership for these costs. No credits can be applied to a credit card directly.
Q: I ordered a title in error, can I now return this?
A:
We will allow a grace period of 14 days from receipt of order to return any title assuming it has not been opened and is in exact same condition as when shipped. We cannot accept any return that has had shrink-wrap or security seals removed. Credit for these returns will only be applied to your DVD Pacific member account. No refunds will be applied to a credit card. If you wish only to have credit applied to your credit card then we must impose a 15% restocking fee to cover costs associated with the return.
Q: I returned a title and would prefer a credit rather than replacement.
A: We will only replace damaged or faulty titles for same title only. Credits will not be provided.
Orders:
Q: What is the
status of my order?
A: Your order status is available on-line 24 hours a day when logged into your member account. Check your Invoices section for details on any order you have placed with DVD Pacific. Please remember all Orders will ship under an Invoice so information on charges, shipping status, back orders are best viewed from your Invoices history within your member account.
Q: Why are in stock items showing as back ordered in my account?
A:
Please allow enough time for your order to be processed and updated to web after submission of your order. Generally within 3 to 12 hours Monday to Friday ONLY.
Q: When will my back ordered
title be available?
A: DVD Pacific does hold extensive stock on all titles wherever possible but occasionally titles will go out of stock. We endeavor to return to stock any and all titles that may be in a back ordered status as quickly as we are able. If studio/vendor has stock available then generally it will be returned to stock within 1 to 2 weeks. If you notice that a title has been back ordered longer than this time then vendor must also be out of stock. It is difficult to then give any accurate estimation of when stock will be available again in these instances.
Q:
Can you hold my shipment until all items are available to save on shipping cost?
A:
Yes. At checkout you are given 3 shipping options. One is Hold till complete (this order ONLY should be sent as submitted now when all items are available). Select this option to have any individual order sent when all items are available.
Q:
I have placed more than one order but want them shipped individually as placed. Can you do this?
A: Yes. At checkout you are given 3 shipping options. One is Hold till complete (this order ONLY should be sent as submitted now when all items are available). Select this option to have any individual order sent as submitted.
Q: Can I add to an existing order for shipping complete when all items are available?
A: Yes. At checkout you are given 3 shipping options. One is Hold till complete and combine (this order will be combined with a previously submitted Hold till complete and combine order). Select this option to have separately submitted orders combined for shipping under one invoice when all items are available.
Q: I have an existing "Hold till Complete" order in my account. Can I add to this for shipping complete when all items are available?
A: Yes. Select Hold till complete and combine (this order will be combined with a previously submitted Hold till complete and combine order). Then send an e-mail to orders@dvdpacific.com requesting to have the status or your original "Hold Till Complete" order amended to "Hold Till Complete and Combine". Please include your order number and name and this will be taken care of promptly. In your account you should then see all orders fall under the one invoice.
Q: If I select "Ship what is available" as my shipping option will each shipment incur separate shipping charges if all items don't ship at same time?
A: Yes. We will ship all in stock items immediately from a ship what is available order and then if any titles are remaining they will ship as stock becomes available and will incur separate shipping charges. If you wish to save money on shipping costs or ensure orders are shipped as submitted then please select either applicable hold till complete options.
Q: How do I delete an order or part of an order?
A: Please e-mail orders@dvdpacific.com and this will be taken care of promptly. If your order has already entered final processing or pre-shipping status then no changes can be made. Order cancellation will soon be available to you from within your account also.
Q: Can I add titles from either DVD Pacific, CD Pacific or Adult DVD Pacific into my shopping cart at same time?
A: Yes. You can browse all 3 sites and add items at anytime from either site while your shopping cart is still open.
Shipping:
Q: How can I
track my package from USPS?
A: You will receive an e-mail upon shipping that provides you with a delivery confirmation number and link to USPS web site for domestic Priority mail shipments only. Please remember this is not a tracking number and only provides confirmation upon delivery. For Media and International mail there is no delivery confirmation provided.
Q:
How can I track my Air or Ground Courier shipment sent by FedEx/UPS/DHL?
A: The tracking number for these shipments will be sent to you via e-mail and can also been seen in your account. Remember to allow enough time for the tracking details to be processed within the appropriate shippers system before commencement of tracking.
Q: You have two different International Mail
shipping carriers. Why is that?
A: In May 2007 USPS raised their mailing rates quite substantially which led us to see
if we could not do a better deal for our customers using a different provider.
We found Swedish Post to offer some attractive rates and switched all our mailing over to
them. Unfortunately although Swedish Post quoted similar transit times to USPS our customers
were reporting that this was not the case and most were arriving closer to the latest
transit times quoted rather then to the earliest time which was more typical for USPS.
This was not acceptable to a large proportion of our customers who were used to the
quicker transit times offered by USPS so we bought USPS back on board and now have
either option available. European customers in particular wanted us to keep
Swedish Post as an option due to transit times for them being somewhere in the middle
ground and they found customs not to be as a big an issue for them so were ok
with the slightly longer transit times in comparison to USPS.
Q: What countries does DVD
Pacific ship to and what are the rates?
A: Complete details on this question can be located on our shipping info page .
Q: What happens if a shipment is lost in the mail?
A:
No shipment can be assumed lost until the expiration of
15 business days from time of shipment for Domestic Priority
and
20 business days for domestic Media Mail.
25 business days for USPS International Priority Air Mail
and
30 business days for USPS International Surface Mail.
Swedish Post Premium is 30 business days
and
35 business days for Swedish Post Standard.
If you are unfortunate enough to have not received a shipment past these mandatory wait times as specified
above then please contact our Returns & Replacements Department on
returns@dvdpacific.com
and advise of non delivery.
All reports for undelivered shipments must be received within 90 days of departure from our warehouse.
DVD Pacific accepts no liability for lost shipment reports after the expiration of 90 days.
Q: Can I receive a credit for my lost shipment?
A: No. We will only replace lost shipments with same titles only.
Q: Can I insure an International Mail shipment?
A: No. There is no insurance option for these types of shipments. If you are concerned about your shipment in any way we suggest you use the courier option which provides full tracking and insurance options.
Q: How many items can I have shipped at once?
A: There is no limit with courier or domestic mail shipping but for values above $100 you may be charged a separate insurance cost. This is app. 80 cents per extra $100 of value of the shipment e.g. a $500 shipment will be $4 to insure. All courier shipments have automatic insurance included up to the value of $100 at no extra charge. With International Mail shipments you may also order as many items as you wish but we will separate the shipments to a maximum of 9 to 12 items in any one shipment depending upon if box sets etc. We must employ this restriction on international mail shipments primarily because USPS imposes a 4lb maximum weight limit on all international mail. Please be aware complete separate shipping charges will also apply when any order is split as per above. Domestic mail shipments are not subject to the 12 item limit although we may upgrade your shipment to a courier ground service dependant upon weight and value of any single shipment. This upgrade will be at the sole discretion of DVD Pacific. There will be no additional charges applied for an upgrade in shipping at our discretion.
Q: How do you determine the items count for titles?
A: This is based on the number of discs or weight of a title. The weight will be the overriding criteria for larger box sets, special edition packages etc. The items count for all titles will be displayed in your member account under both invoices and order history and also at check out. Pre ordered titles will only have their items count set after receipt of the product and you will see this adjustment if necessary before your invoice is processed in your member account.
Q: When will I receive my order?
A: This depends on the method you select for shipping and guidelines for this are provided on our shipping info page .
Account:
Q: Is there any cost to be a
member with DVD Pacific?
A: Absolutely no costs or commitments are associated with your membership at DVD Pacific.
Q: How do I cancel my membership?
A:
If at anytime you need to cancel your membership just drop us an e-mail to accounts@dvdpacific.com
Q: How do I make changes
to my account?
A:
Any and all changes to your account you can perform yourself when logged in by our secure server to your membership.
Q: Why have you asked me to provide a credit card statement?
A: This is only done in exceptional circumstances where the threat of possible fraud may be evident. We will only impose this imposition if absolutely necessary and it is intended to protect both you the customer and us against the possibility of credit card fraud.
Q: My Invoice states "Payment Requested". What does this mean?
A: Typically this would mean we have been unable to place a debit to your credit card for the invoice amount. You should receive an automated e-mail concerning this at time of processing but if not then please drop an e-mail to declines@dvdpacific.com and they can advise you further.
Q: I have provided more than one credit card in my member account, which one will be used when my invoice ships?
A:
The primary/default card will always be used in the first instance and that is the card submitted/selected when you placed your order. If this declines we will automatically try any secondary card to ensure speedy processing of your orders.
Please remember if something you are looking for is not found in this FAQ or other areas of our site then just drop us an e-mail to the appropriate department and your questions will be answered promptly. Customer service is always a priority with DVD Pacific and we are here only to assist you and make your on line shopping experience enjoyable!
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