|
| Movietyme.com Frequently Asked Questions |
 |
|
 |
Last updated: January 4th 2009
Q: What region are the items you sell?
A: Unless stated otherwise, next to the title, most of the product we sell are USA in origin.
This means with standard DVD's you will not get French text on any covers which you do get with some Canadian produced product.
Here is a guide to region coding for the products we sell:
Standard DVD's are coded Region 1, unless stated otherwise and will require a multi region or USA DVD player for playback.
HD-DVD's do not to date contain any region coding and so are playable worldwide be that on a USA HD-DVD player, UK HD-DVD Players etc (including XBOX360 HD-DVD drives).
Blu-ray discs are sometimes coded Region A and can only be play on USA Blu-ray players (inc PS3's), however alot of Blu-ray titles are now being released without any region coding and so will play worldwide
on none USA Blu-ray players, including UK PS3's etc.
A full list of none region coded Blu-ray titles can be found here on our site: http://www.movietyme.com/catalog/default.php?cPath=355
Playstation 3 games are not to date region locked and will play on any PS3 console.
Nintendo DS games are not to date region locked and will play on any Nintendo DS console.
PSP games are not to date region coded and will play on any PSP console.
Nintendo Wii games do not work on any other console other than a USA one.
XBOX360 games vary, sometimes they are not region coded but this is on a title by title basis.
Q: If i purchase a Blu-ray title that you have listed as Region Free and it turns out to be region locked can i return it for an exchange or refund, even if i have opened it?
A: Yes, as this is our error we would take the disc back in exchange for a full refund (inc return postage) or credit to your account so you may purchase something else.
An item has arrived damaged, what can i do?
A: If the item arrived via courier then you must ALWAYS write the words "contents not checked for damage" next to your signature, in the event of damage this will enable a claim to go forward. If you do not sign this way and a problem is later found then we are unable to assist with a claim.
If the item arrives via your countries regular mail service please email help@movietyme.com and we shall advise what can be done.
Q: If i pre order an item and the price drops by the time i am due to be billed, will i be billed the new lower price automatically?
A: Yes, but as with everything mistakes can happen, especially if the price has only just been lowered prior to billing so always best to check your statement.
Q: What hours are your email customer services open?
A: Mon thru Fri 10.00am to 5.00pm subject to National Holidays etc.
Q: What methods of payment do you take?
A: We take Visa, Mastercard, Maestro (use to be Switch), Solo, Visa Electron & Paypal.
Q: If i cancel an order can i have a refund back to my credit card?
A: No - if you cancel an order then we will issue a credit to your MovieTyme account only.
Please also note that discount coupons will not be refunded as credit. Once used, even if the
order is canceled, the coupon will be lost.
If we are unable to fulfill an order, or a refund has to be done through no fault of the customers then
you will have the option of a refund back to the credit card billed.
Q: An item has been sent to me but has failed to arrive - what can i do?
A: Depending on what type of shipping you chose when checking out depends on when you can advise us of the none arrival.
If you have chosen Standard Western Europe Shipping then the average delivery time of this method is considered to be between 7 and 21 business days from the date of dispatch. After 21 business days if your item has failed to arrive please email us at help@movietyme.com to advise us of such. We shall then issue you with a Lost Mail Claim form to simply sign and return to us in the included envelope that is free of charge for you to return to us (UK customers only).
If you have chosen Expedited Shipping the average delivery times for this method is 7 to 15 business days from dispatch. If after 15 business days (this is the amount of time Royal Mail state we have to allow before claims can be made) your item has still not arrived please email us as per the email address above.
If you have chosen UK Express Shipping we can handle your claim quicker. Average delivery times for this method is 5 to 9 business days from the date of dispatch. If after 15 business days (this is the amount of time Royal Mail state we have to allow before claims can be made) your item has still not arrived please email us as per the email address above.
Please be aware the above are "average" delivery times and item(s) may arrive earlier or later than stated - obviously delivery times are beyond our control.
***PLEASE NOTE: We know having to wait 15 days before filing a claim for lost mail is a joke but this is
Royal Mail's Policy and not ours, to view their policies please visit: http://www.royalmail.com***
If you feel an item has gone missing this is the procedure that Royal Mail has told us we have to follow:
1) Please send us an email stating your order number and that you have allowed the alloted time as listed above for which ever shipping method you have selected at checkout.
2) We shall then reply and inform you that we are mailing you (as Royal Mail will at this time not allow us to email) a Royal Mail P91 Lost Mail Claim Form.
3) Once you have taken delivery of this claim form please complete it, sign it and return it in the pre paid envelope.
4) Once we have your completed claim form back we can either issue a credit to your MovieTyme account, or issue you with a direct replacement item for the one that was "lost".
Q: You have declined my order - yet i have phoned my bank and they say there is no problem with my card - so why the decline?
A: We have no control over the reasons behind a decline of a card. All we do is run the card (twice in case of an input error on a decline) and if the issuing bank decides to decline the transaction we are not told why and there is nothing that we can do once this happens.
Q: My title appears to be on daily re-order, what does this mean and how long before it's sent?
A: This status means we have placed an order with our suppliers for the title you require but it is currently out of stock with them. Each day we shall try to order from various sources. Titles will ship as soon as possible, how long this will be i am afraid is anyones guess as titles can come and go within hrs.
Q: Why did you choose not to show stock levels on your website?
A: Only the largest companies can afford the luxury of reliable real time inventory status. We have seen far too many sites that say they offer this service, but do not do it that well. So until we are satisfied we could offer this 100% reliable we will not be offering this yet. We hope the order status (in Daily Re-order) will assist you.
Q: What is meant by 'I can create a profile' in the checkout area?
A: This site allows you to create five different 'ship to' addresses, and also five different credit card numbers. Each of these can be saved as a profile, that you can name and save for your next visit.
Q: Will my credit card be billed straight away?
A: Credit cards will be charged straight away if a title has already been released/shipping now or a Pre-book has reached its "street date". At no time should Pre-Orders be billed until they are being prepared to ship or they are close to there day of release, unless you choose the Immediate billing option.
Q: Are shipments Liable To Import Tax & Duty?
A: Yes as a rule all items over £18 in value are liable for Customs Tax & Duty.
Customers of this site are responsible for paying local countries import taxes / duty and are none refundable by us.
Q: How are items shipped?
A: We will ship titles singularly as soon as is possible to avoid delays.
Q: I can't see anywhere to click when I have gone to a new page on your website.
A: Please make sure and allow time for the whole page to load. Sometimes Log-in and Proceed buttons can be the last to load.
Q: What if I find an item that has the wrong price listed, will I still be able to purchase it at that price?
A: No we shall inform you via email of the correct price and ask if you still wish to progress with the order. Mistakes do happen. Also this does apply not only if the price is higher but also if the price is lower.
Q: I have ordered from the Adult, Import, Asian etc pages and my items seem to be taking longer than an R1 DVD why is this?
A: Items on these pages are only carried in small quantities as they are specialized items. We have to wait, sometimes, for these items to comeback into stock if we have "had a sales run" on them.
Your order was show as Order Taken in your order history - don't worry it has not been forgotten. Your item will then be shipped to you ASAP and email confirmation shall be sent informing you of such.
Q: What do the various Order Status comments mean?
A:
- Multiple Order - If your order has status marked as Multiple Order this means that there are more than one product in the order. To see the status of the titles in the order click View Order.
- Order Taken - This is the main status your will order will remain. This means your order has been placed successfully. If your item is released your item will be billed straight away (if your item is un-released this will remain as a pre-book and will not be charged). Your status will remain as "Order Taken" until it is updated to either of the following: Shipped/Card Decline/Daily Re-Order. N.b "Processing" status is only applicable to pre-books.
- Order Processing - Mainly applies to pre-books where your title has been secured and is being processed. Payment has been taken, and your title is being prepared to ship. Your order cannot now be cancelled.
- Shipped - Your item has been dispatched and cannot now be cancelled, please allow upto 2-14 working days for delivery, before contacting us.
- Daily Re-order - Your item is temporarily out of stock and is being re-ordered daily.
- Pre-book - The item ordered is not yet released.
- Card Decline - Credit card supplied has been declined. We have attempted to bill this card twice to ensure that the we had not entered the details incorrectly. This order will not be processed and will need to be re-ordered. Please ensure that before checking out that the card details are correct.
- Cancelled - Your order has been cancelled.
(Please note: Any changes made to account details will apply to these outstanding orders.)
- Unobtainable Item - Your order/item has been deleted from distribution and we can no longer obtain this.
- Queued For Process - This status means that your order is being put through a Stock Check with ourselves and our suppliers to determine if your title is currently available to process. If your order is available you shall receive a notice of dispatch from us. We apologize in advance for any delays that you incur and we appreciate your patience if this type of delay happens. If your order is not in stock this shall be updated to On Daily Re-Order and will be continually ordered until we have stock to fulfill your order.
Q: Is there any point in me pre ordering a title as soon as you put it up on the site - even if its months away from being released?
A: Yes always.
We send out titles in order of when customers place their orders. This way if we get short shipped on a title (i.e. we order say 10 of a title and receive 5) the first 5 people that ordered it are guaranteed to get it. Also your credit cards are NEVER billed if a title you order is yet to be released (unless you choose immediate billing). We only charge your credit card when the product is released or we are pre-paring to ship.
Q: Can I place an order for multiple units of the same item so I only have to check-out once?
A: Yes - please feel free to order as many units of a single item or as many different items as you would like on the same order.
Q: What does it mean if you have SDD before the movie title?
A: This means this title is listed on our Same Day Dispatch (SDD) section for our UK customers only and delivery should be within 1-2 working days Royal Mail allowing.
Q: What happens if I receive a faulty item?
A: If an item does arrive faulty please email us and advise if you would like us to send a pre-paid mail bag for you to send the faulty item back to us. Once this has been received by us we shall dispatch the replacement
Q: If I put a ship to address in the additional comments during the checkout process will the goods be shipped to this address?
A: No, putting a ship to address in the comments section is not appropriate and would probably be missed as our site automatically ships to the address given in the ship to address fields of the checkout page.
All text and graphics E.& O.E.
|
|
 |
|
|
