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Frequently Asked Questions

All Customer Service inquiries should be directed to Amazon.com using your unique Order Number as they are responsible for fulfillment of every item sold on DVDs.com. If you would like to reach us, feel free to use one of the options presented on our Contact Us page.

Answers

  • Calculating Shipping Costs

    We charge a single flat fee for each shipment, plus additional, smaller fees for each item in that shipment. The total shipping charge will be displayed on the last page of the order form, before you submit your order. Here is the equation we use to calculate the total shipping cost:

    (Highest Applicable Per-Shipment Cost) + (All Per-Item Costs) = Total Shipping Fee

     

    For example, if you choose standard shipping for an order that contains a video game console and a video game, you will be charged the higher Per-Shipment Cost for the video game console and the Per-Item Cost of each item: 7.49 + .99 + .99 = $9.47 total shipping cost. Note: Per-Item Costs for some products are a flat rate per unit while for others the Per-Item Cost is based on the product's weight.

  • Can I use a debit card or check card?

    If you're paying with a Visa Check Card, please select Visa from the drop-down menu on the order form. Similarly, if you're paying with a EuroCard or MasterMoney Card, select MasterCard.

  • General problems/questions.

    If something is wrong with an order that is being fulfilled by Amazon.com, we certainly want to help you. Please read the information below for more on how to proceed. (If something is wrong with an order you placed with an Amazon Merchant, click here. If something is wrong with an Amazon Marketplace order, click here. For information about our A-to-z Guarantee, click here.)

    Do you need to cancel or change an order that has not yet entered the shipping process? Everything you need to know is right here.

    Did you receive a damaged or defective item? If the item has a damaged or defective part, we recommend that you contact the manufacturer to see if they can have this part shipped directly to you. You can usually find contact information listed in the product manual that came with the item. Otherwise, visit our Returns Center. We'll ask you to indicate the number of items you're returning, the reason for return, and whether you would like a refund or a replacement item sent to you.

    Did you receive the wrong item or an item you didn't order? Visit our Returns Center. You will see a section at the bottom of the list of items in your order where you can indicate items that you didn't order. We'll ask you to indicate the number of items you're returning, as well as whether they arrived instead of or in addition to items that you did order. We will also ask you whether you need a refund or a replacement sent to you.

    Are you missing an item? Check the packing slip that was included with your shipment. In order to fill your order quickly and efficiently with items already in stock at different fulfillment centers, we may have split your order into multiple shipments, which we would indicate on the packing slip. If this is the case, rest assured that you will not be charged any additional shipping costs beyond those you had originally authorized. Visit the relevant order summary in Your Account for estimated delivery dates for every shipment associated with your order.

    Wondering where your order is? If you have not yet received your order at all and think that you should have by now, visit the relevant order summary in Your Account. Here you will find updated availability information, estimated delivery dates, and even shipment tracking numbers when the carrier has made them available.

  • How are refunds calculated?

    The amount of your refund depends on several factors:

    If you printed a postage-paid return mailing label from our website or used a pre-paid label sent by Customer Service, the cost of return shipping is deducted from your refund unless the return is the result of our error.

    Items that meet our returns guidelines will receive a full refund.

    Items that do not meet our returns guidelines will receive only partial refunds:

    • Any unopened media item or non-media item in original condition that is returned more than 30 days after delivery: 80% of item's price.
    • Any book that has obvious signs of use: 50% of item's price.
    • Any CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened (taken out of its plastic wrap): 50% of item's price.
    • Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error: up to 50% of item's price.

     

    If you returned only one item from a multi-item shipment, you will be reimbursed only for the per-item shipping fee for the item you returned and not the per-shipment fee. Visit domestic shipping rates or international shipping rates for a breakdown on the fees.

    If you used an Amazon.com gift certificate/card to pay for all or part of an item you want to return, that part of your refund will be credited to your account for use on a future purchase.

    If you return an order that was placed using a promotional certificate or discount, you will not be refunded for the amount of the promotional offer, as these discounts were deducted from the original purchase amount.

    If after reading this information, you feel that the amount of your refund was incorrect, please e-mail us.

  • How do I cancel or change an order?

    You cannot cancel or make changes to an order that has already been delivered or is en route.If your order is scheduled for a future delivery date, please contact the merchant to check on your order status and to cancel the order. You'll find contact information located in the order summary in Your Account.

  • How do I return an order?

    If you did not receive the correct product or are unhappy with your order, please contact the merchant by phone or e-mail. You'll find contact information located in the order summary in Your Account.

  • How do I schedule a delivery?

    The scheduled delivery feature is currently available only for select fresh flower products fulfilled by Amazon Merchants. You can schedule a delivery date on the product detail page by following these steps:

    1. Choose the region where you want the product delivered.
    2. Select the date you would like it delivered. Once you select a delivery date, you'll be given a specified amount of time to place your order to ensure delivery on that date. (If you do not place your order before the time runs out, you must remove the product from your Shopping Cart and repeat the process with a new delivery date.)
    3. Next, add the product to your Shopping Cart and check out.

    Delivery-date availability may vary by region. Delivery dates do not affect shipping charges.

  • How long does it take to receive my refund?

    Refunds are requested after we receive and process your return. You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (see below for specific guidelines). We'll notify you via e-mail of your refund once we've received and processed the returned item.

    You can view completed returns and refunds at the bottom of an order's summary page in Your Amazon Account. If the return and refund do not appear in Your Account within four weeks from the day you sent us your return, please e-mail Amazon for further assistance.

  • How will my refund be issued?

     

    If you paid by... Your refund will go to... ... after your return is processed
    Credit card Credit card 3-5 business days
    Bank account Bank account Up to 10 business days
    Check or money order Amazon account balance
    (to request a check, e-mail us)    		 1 business day
    Amazon.com gift certificate/card Gift certificate/card balance 1-2 business days
    Credit card and gift certificate/card Credit card first, then gift certificate balance 3-5 business days
    Borders/Waldenbooks Gift Card Amazon.com e-mail gift card 1-2 business days
    Borders/Waldenbooks Gift Card and credit card Credit card amount first, then Amazon.com e-mail gift certificate 3-5 business days
    Promotional certificate No refund issued N/A

     

  • Is it safe to enter my card number online?

    You can safely enter your entire credit card number via our secure server, which encrypts all submitted information. If you prefer, we also have a way for you to use your credit card without ever having to enter the complete number on the Internet.

    When filling out the order form, simply enter the last five digits and the expiration date of your credit card on the order form. This gives us a way to track your order but guarantees your security. Once you have fully submitted your order, you will be provided with a phone number so that you may provide us with the rest of your credit card number.

  • Shipping Methods and Carriers

    We use a variety of carriers for each shipping option, and will choose the most appropriate delivery method for your desired shipping address. Most items may be shipped to P.O. boxes. It is not possible to specify a preferred carrier when placing your order. When you select One-Day or Two-Day Shipping, we may use air or ground shipping as necessary to get your items to you within the promised time frame.

    Shipping to Alaska, Hawaii, or APO/FPO Addresses
    Some items cannot be shipped to these destinations or shipping method choices may be limited. See our list of Shipping Restrictions or check the item's detail page for eligibility.

    Signature Requirements
    Signature upon delivery required for shipments over $400.

  • Shipping Rates
    Standard Shipping Rates for U.S. Deliveries
    • Delivery within 3 to 5 business days
    Product Category Per Shipment Per Item
    Apparel, Beauty, Jewelry, Watches, Loose Stones, Shoes, Software, VHS videos $3.99 $0.99
    Books $3.00 $0.99
    Music CDs, Cassettes, Vinyl, DVDs $1.99 $0.99
    Video Games $3.50 $0.99
    Video Game Consoles & Accessories $7.49 $0.99
    Toys $3.99 $0.85/lb.
    Computers $7.99 $0.65/lb
    Automotive, Baby, Cell Phones & Accessories, Electronics, Furniture, Gourmet Food, Grocery, Health & Personal Care, Kitchen & Housewares, Luggage, Outdoor Living, Sports, Tools & Hardware (Some of these products cannot ship to Puerto Rico) $4.99 $0.59/lb
    Any combination of the above items Highest applicable per-shipment charge As above

    Two-Day Shipping Rates for U.S. Deliveries
    • Delivery within 2 business days
    • No weekend delivery; no P.O. boxes or APO/FPO
    Product Category Per Shipment Per Item
    Apparel, Beauty, Jewelry, Watches, Loose Stones, Shoes, Software, Video Games $6.99 $1.99
    Video Game Consoles & Accessories $10.98 $1.99
    Books, VHS videos $9.99 $1.99
    Music CDs, Cassettes, Vinyl, DVDs $4.99 $1.99
    Automotive, Baby, Cell Phones & Accessories, Computers, Electronics, Furniture, Gourmet Food, Grocery, Health & Personal Care, Kitchen & Housewares, Luggage, Outdoor Living, Sports, Tools & Hardware, Toys $9.99 $0.99/lb
    Any combination of the above items Highest applicable per-shipment charge As above

    One-Day Shipping Rates for U.S. Deliveries
    • Delivery within 1 business day
    • No weekend delivery; no P.O. boxes or APO/FPO
    Product Category Per Shipment Per Item
    Apparel, Beauty, Books, Jewelry, Watches, Loose Stones, Shoes, Software, VHS videos $12.99 $4.99
    Music CDs, Cassettes, Vinyl, DVDs $6.99 $4.99
    Video Games $10.49 $4.99
    Video Game Consoles & Accessories $14.48 $4.99
    Toys $16.99 $1.99/lb.
    Automotive, Baby, Cell Phones & Accessories, Computers, Electronics, Furniture, Gourmet Food, Grocery, Health & Personal Care, Kitchen & Housewares, Luggage, Outdoor Living, Sports, Tools & Hardware $15.99 $1.99/lb
    Any combination of the above items Highest applicable per-shipment charge As above

    Add $15 for one-day shipments to AK, HI, and PR.

  • Tracking Your Package

    If you have a tracking or delivery confirmation number, you can track your package by clicking the "Track packages" link in Your Account. The shipping method and carrier for your package will be listed in Your Account and in your shipment confirmation e-mail. If you need to contact the carrier, you'll find contact information below.

    Note: To speed delivery, shippers may not location-scan all of their shipments.  When shipping volume is high, packages are processed in bulk, and the first time a package is scanned may be upon arrival at a regional hub near the destination, or even when the package is delivered. If you don't see any tracking data for your shipment, and the estimated delivery date has not yet passed, please do not be concerned.

    Some shipments, such as Standard International shipments, are not trackable.

    If you're not sure whether your order has been shipped, check the status of your recent orders in Your Account.

    UPS

     

    U.S. Postal Service

     

    DHL Worldwide Express

    • Package Tracking: http://www.dhl-usa.com/tracking
    • Phone: 1-800-225-5345 (U.S. customers only)
    • Please note: Package tracking services are not available for DHL WorldMail shipments, as these are delivered by air mail to the destination country/continent and then handled by the local postal system.

     

    A1 Courier Services

     

    ABF Freight System, Inc.

     

    Airborne Express

     

    CEVA Logistics (Formerly Eagle Freight)

     

    Dynamex

     

    Enroute

     

    FedEx

     

    Menlo Worldwide/UPS Supply Chain Solutions

     

    Parcel Pool

     

    WPX

  • What does fulfillment by Amazon mean?

    Items "Fulfilled by Amazon" are shipped from an Amazon Fulfillment Center to you. All of our standard shipping rates and policies apply to these items, including FREE Super Saver Shipping on qualifying orders over $25.

    "Fulfilled by Amazon" items are sent to you via one of our carriers (US Postal Service, UPS, DHL, etc.) at whatever delivery speed you choose (standard shipping, 2-day shipping, etc).

    After you place an order, the carrier, ship date, and estimated delivery date for your package will be listed in Your Account and can be found in your shipment confirmation e-mail. If you have a tracking or delivery confirmation number, you can track your package by clicking the "Track packages" link in Your Account.

    Amazon also handles all customer service and product returns for "Fulfilled by Amazon" items. If you need assistance with anything, please visit our Help pages by clicking the word "Help" in the top right corner of any page of our Web site.

  • What happens if the recipient isn't home at the time of delivery?

    If the recipient isn't at home at the time of delivery, the product will be placed in a secure area near the entrance.

  • When can I expect my order?

    Our estimated delivery date for your order is based how quickly we can obtain and ship your items, your shipping address, and the shipping speed and options you chosse. For detailed information about how we estimate your delivery date, please see our Delivery Estimates Help page.

    Shipping to Alaska, Hawaii, or APO/FPO Addresses
    Standard Shipping Deliveries may take longer--up to 21 days for APO/FPO addresses.

  • Which credit cards can I use?

    Amazon.com accepts the following cards:

    • Visa (including the Amazon.com Visa Card)
    • MasterCard/EuroCard
    • Discover Network 
    • American Express
    • Diner's Club (U.S. billing addresses only)
    • JCB
    • Visa or MasterCard check cards or ATM cards
    • Visa, MasterCard, or American Express gift cards*
    • Amazon Credit Account

     

    We do accept purchasing cards, a type of credit card used by many corporations and institutions. Click here for more information.

    Amazon.com does not currently support the Verified by Visa program. You can still use your Visa credit card as payment for an order, but you wont be asked to enter your Verified by Visa password.

    *If you are using a Visa, MasterCard, or American Express gift card, please note the following restrictions:

    • pre-paid gift cards can't be combined with credit cards on a single order
    • pre-paid gift cards can't be used to sign up for Amazon Prime membership
    • Amex Gift Cards can't be used to purchase Amazon.com gift cards
  • Why did my credit card authorization fail?

    It is not uncommon for a request for credit card authorization to fail once or twice before the card is finally authorized. We will send you an e-mail if we experience difficulties in authorizing your credit card.

    You are always welcome to submit new credit card information to us for a particular order, provided that the order has not yet entered the shipping process. To do this, visit Your Account and select the link to "Change payment method."

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