Customer Q

FAQ

Category: Returns, Exchanges and Refunds

Question:

I was shipped the incorrect product. When will the correct item(s) be shipped?

Answer:

Please contact our customer service at www.customerq.com and open a ticket to advise our staff of the incorrect shipment. Please include your order # or ID, name, phone, the product you received in error and the actual product ordered. Once this information is received, the correct item(s) will be shipped out within 48 hours.

Question:

How do I go about returning item(s) I did not order?

Answer:

If you have the original packaging the item(s) was received, simply reseal the package and mark “Refused” or “Return to Sender.” Please include a copy of your packing list.

Question:

My DVD is defective, it skips and freezes. How do I go about getting a replacement DVD? How do I go about returning the defective DVD?

Answer:

Please contact our customer service at www.customerq.com and open a ticket to advise our staff of the issue. Please include your order # or ID, name, phone, the product you are having your issue. Once this information is received, a replacement DVD will be shipped to you within the next 24 hours. There is no need to return the defective DVD.

Question:

I no longer require or want my order. How do I go about returning the item and receiving a refund?

Answer:

You may return any film purchase if it meets any of the following criteria below. If so, please contact our customer service at www.customerq.com and open a ticket to advise our staff of the issue. Please include your order # or ID, name, phone, the product you are having your issue.

* We sent you the wrong title

* The DVD is physically defective

* The content is different from its description

* The DVD will not play in your DVD player

* The DVD was purchased for you and you no longer require the product

(Product must be unopened to receive refund)

-A return merchandise authorization (RMA) must be requested within 2 weeks from the date that you ordered the film. Please contact our customer service at www.customerq.com but opening a ticket. Please include your order # or ID, name, phone, the product you are having your issue.

-Refund Request: Once we receive back the product, the credit card you use for purchase will be refunded the full amount, including shipping cost.

-Defective CD/DVDs do not need to be returned. If you wish to have us send you another copy of the product, please specify.

-Multiple replacements: we will only replace a defective DVD once. If you have the same issue with the replacement DVD, we will issue a refund. If you still wish to own the DVD, please purchase again.

If requested after 2 weeks, we reserve the right to refuse a return. Any other reasons than those listed above will not be granted an RMA.

Product Inquiries

Question (Dancing like the Pros specific):

I ordered the Dance Pack / Fitness Pack (Pro Pack) but I only received 1 DVD. Where are the rest of my DVDs?

Answer:

Actually, you have received the correct amount of DVDs. The Fitness DVD contains all three videos (Low, Medium, and High Impact) and the Dance DVDs contain all four videos (Rumba, Cha Cha, Jive, and Samba).

Question:

What is the difference between a personal use version of a DVD and the institutional version?

Answer:

The content of most Personal and Institutional DVDs is the same. The additional cost for the Institutional version is to cover to price of a Public Viewing license.

Question (King Corn Specific):

Where would I purchase an Institutional version of the DVD “King Corn?”

Answer:

The Institutional version of King Corn can be purchased starting in January 2008 from the following website: www.bullfrogfilms.com.

Question:

What is the difference between a NTSC version of a DVD and PAL version?

Answer:

The data recorded on an NTSC version is formatted specifically to play in compatible DVD devices and vise versa. There are many websites that will tell you some PAL specific players can play NTSC formatted DVDs. We recommend that you chose correct version for your region.

Order Processing and Tracking

Question:

If I place my order today when will it be shipped?

Answer:

If you place your order online before Noon PST, your order will ship same day. If you place your order after Noon PST then you order will processed and shipped the following business day.

Question:

How many days will it take to receive my order once it ships?

Answer:

If you chose the option of regular shipping and you located within the United States, shipping can take anywhere from 3-10 days depending on your distance from our fulfillment warehouse (located in S. California). Express shipping usually takes 1-2 days for delivery. International orders can take between 5-14 days for delivery.

Question:

How do I track my order?

Answer:

Please contact our customer service at www.customerq.com and open a ticket to request tracking. Please include your order # or ID and name.

Question:

I did not receive an order confirmation email. How do I know if my order went through?

Answer:

Please contact our customer service at www.customerq.com and open a ticket to request this information. Please include your order # or ID, ship to name and item ordered. We will advise you if you order was successful.