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| Movietyme.com Frequently Asked Questions |
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Last updated: May 16th 2013
What methods of payment do you take?
A: Our preferred method of payment is Paypal. Through your own Paypal account you can pay via credit and debit cards.
Should you have any issues using Paypal please email help999@movietyme.com and we can set you up to pay via our "Credit Card On File" method. With this method you will be billed in US Dollars via a card that we have on file. Using this method Pre Order titles will only billed when they are being prepared to ship from us close to release date. You simply add the titles you want to your shopping cart and from the payment methods drop down simply choose "Card on File" if you have pre arranged this with us so we can enable it on your account, if not you will be unable to see this payment option.
I have placed my order and paid via Paypal yet i see no record of my order on this site nor have i had a confirmation email - what's happened?
A: The most likely cause of this is from either Paypal not returning you to our site from their servers or you not clicking the return link on the final page of the Paypal payment process screen to return to our site. If you do not click this link to return from Paypal's servers to ours then we will have your money for the order but you will not have completed checkout on our site. If this happens just send us an email to help999@movietyme.com and we will refund your Paypal account and ask you to place the order again, this time clicking the above said link.
Q: Where can i find the latest region coding information for Blu ray disc's?
A: The best place and quickest place to find information regarding new titles shipping, region coding test results etc is either our Facebook page or Twitter account.
You will need to be logged in to your Twitter account to send us a follow request, we do this to cut down on Spam requests.
Our Twitter address is: http://twitter.com/MovieTyme
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 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.
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. Many "combo" packs also include a DVD this will always be coded Region 1.
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
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: What hours are your email customer services open?
A: Mon thru Fri 10.00am to 5.00pm subject to National Holidays etc.
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: In the unlikely event a shipped title fails to arrive with you we request that you first of all wait 15 working days, then please email us and we shall arrange a replacement. The full details of your order and loss will be recorded by us in the event of further losses.
If a customer reports 2 losses in any one year then any further orders will have to be shipped Recorded Delivery at a cost to you the customer of £1.00 per item, if any further losses are reported (more than 3 a year) then all further orders will have to be sent Special Delivery at a cost of £3.99 per item, plus all details will be handed over to local Police Forces for them to investigate these thefts (they will not simply be "losses" at this point and Royal Mail MUST be held accountable for this).
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". If paying via Paypal then you will be sending us the money straight away regardless of what you order.
Q: Are shipments liable to any further delivery charges?
A: Possibly, you are responsible for any and all import duties, taxes, or brokerage fees.
MovieTyme is not responsible for these charges. Certain products may have restrictions or other regulations that may prohibit delivery to your country please check with your local customs department for more information if unsure.
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 section and my item (s) seem to be taking longer to ship than DVD & Blu ray titles, why is this?
A: Adult studios are very small compared to major Hollywood studios and as such only press small quantities. We have to wait sometimes for these items to comeback into stock.
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 happens if I receive a faulty item?
A: If an item does arrive faulty please email us and we will advise you of our returns address. Once this has been received by us and checked/tested 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.
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