Q: What if I haven't received my order after the average shipping time period has passed ?

Q: I placed an order recently but haven't yet received an email confirming the order. Was the order successful ?
A: Generally speaking, if you haven't received an email the order is unlikely to have been lodged. You can check however via the My Orders link on our top menu - Log in first and then check. If you see the order listed then you can expect to receive the email in due course. If the order is not listed then please try again.

Q: I ordered a DVD about two months ago now and I was just wondering if it may be arriving in the near future ? Is it possible to let me know at what stage the order is at and when I can expect the DVD ?
A: You may check the status of an order anytime using the My Orders link on our top menu. Keep an eye on the weekly "Pending Order Status Update" emails that we send you if you have a pending order.  When we are aware of a release date for a PreOrder or Rumoured item the email will show the date instead of "TBA" (To Be Advised). Some stock is hard to get from suppliers, out of print etc. Rest assured, we are doing our best to get the stock for you as soon as possible. If we can't get it to you within an acceptable timeframe please simply cancel the order but be aware a cancellation fee may apply if you require a refund rather than a store credit.

Q: My order shipped yesterday by Express Post. Would you be able to find out where it was delivered to and who signed for it ?
A: We can ring Australia Post and, using the Express Post Barcode No., find out to which delivery center it was last scanned. Express Post is not a courier service, so it doesn't require a signature. Australia Post's obligation is to deliver to the address on the package. If the delivery was unsuccessful the contractor would leave a card. If your delivery is to a business address then check to ensure there is no arrangement in place to either leave all the mail in a particular spot or to have a representative of your business a collect it - in this case please exhaust all internal avenues and if still unsuccessful let us know and we can request more information, ie. the individual delivery person can be spoken to to ascertain exactly what was done with the parcel.

Q: HOW MUCH LONGER DO WE HAVE TO WAIT!!!!! Its been 2 months already!!!!
A: It's in our best interests to get stock out to you as soon as possible - that's how we make money after all !! However, some stock is hard to get from suppliers, items go out of print etc. Rest assured, we are doing our best to get the stock for you as soon as possible. If however we can't get it to you within an acceptable timeframe (to you) please simply cancel the order but be aware a cancellation fee may apply if you require a refund rather than a store credit.

Q: I was wondering if there were any plans for releasing Season X on DVD now that Season Y has been released ?
A: DVDs are generally released in stages, not unlike books. Also of consideration are TV rights, rental "windows" (a few months where the item is available for rental only prior to retail release), future sequel releases etc.  So Season X, and further seasons, will happen in due course at such time as the distributor is able to release it.

Q: Are you able to order in to meet specific requests? ie. If there is a DVD that we want but you don't list are we able to order it through you?
A: We list on our site all items for which we have arrangements with distributors to retail. Unfortunately we are not in a position to assist with any items not listed on our site.

Q: Can I PreOrder an item but not pay for it until it ships in a few months ?
A: Certainly - providing you use a credit card*. By any other payment method however we will require payment up front.

*Our normal policy for most products is that your credit card will not be charged until the product is shipped to you. In the case of large purchases, international purchases, or purchases of games and/or gaming accessories, we reserve the right to debit your card up front to prove your intent to pay. In the event you or we cancel the order in full or part after that time the payment will be credited back to your card within 7 days.

Q: How long will it take to receive my order ?
A: Please review our detailed shipping information page.

Q: How do I purchase an item without paying for everything already showing in my shopping basket ?
A: Simply remove (or move to the Wishlist) the items you don't wish to purchase now - there are instructions on the shopping basket screen to do this.

Q: Do you ship to ....... ?
A: We ship to most countries in the world. Those that we don't ship to are as follows:

Afghanistan	Algeria	Belarus	Bosnia and Herzegovina
Bulgaria	Colombia	Croatia	Cuba
Ghana	Greece	Guyana	Haiti
Hungary	Iceland	Indonesia	Iran
Iraq	Israel	Jordan	Kazakhstan
Latvia	Lebanon	Lithuania	Macedonia
Morocco	Malaysia	Nepal	Nigeria
Philippines	Reunion	Romania	Russia
Senegal	Slovenia	Thailand	Turkey
Ukraine	Venezuela	Vietnam	West Bank
Yemen	Yugoslavia

Payments/Credit Cards/BPAY®

Q: What forms of payment does dvdorchard accept ?
A: In addition to Visa, MasterCard, American Express and Diners Club, dvdorchard also accepts BPAY®, direct deposit to our bank account and Australian Money Orders. We don't accept cheques due to the processing fees imposed on us by our bank.

Bank - ANZ
Branch - Neutral Bay, NSW, Australia
A/C Name - dvdorchard Pty Ltd
A/C No. - 494682231
BSB No. - 012352

International customers may require our SWIFT code - ANZBAU3M

To pay by Money Order either complete the order online or click here for an order form to complete and then mail or fax it to us within 7 business days as follows:

Attn: Orders Department
PO Box 1749
Neutral Bay NSW 2089
Australia

Fax - +61 2 9956 7044

Q: When will you charge my credit card ?
A: If all the items you order are In Stock, we will charge your card at the time you place the order. Otherwise, we won't generally charge until we ship your item(s). Our normal policy for most products is that your credit card will not be charged until the product is shipped to you. In the case of large purchases, international purchases, or purchases of games and/or gaming accessories, we reserve the right to debit your card up front to prove your intent to pay. In the event we cancel the order in full or part after that time the payment will be credited back to your card within 7 days.

Q: I tried to place an order with your company but kept getting credit card number error even though the number I submitted was correct with no spaces etc and I also included on the appropriate line my 3 digit verification number. As my card number is correct are you having problems with credit cards ?
A: Our credit card verification systems are Javascript based and test validity of numbers only, not the validity of transactions, ie. we don't do real-time processing. Our site is designed to work best with, and tested on, Internet Explorer. In the past, credit card problems of this type are generally found when using other browsers. If you are unable to place the order with your credit card number then please select the Direct Deposit option instead of Credit Card at checkout time and ring through your card details.

Q: Why must I make BPAY® and direct deposit payments within 3 business days ?
A: For two main reasons; Firstly, there is a high administrative cost dealing with such payments. Secondly, in many cases we are holding stock for you that we are unable to sell to other customers. If you place an order now using these payment methods please be prepared to pay for it immediately - it's not a layby system.

Q: What is the procedure for verifying credit cards?
A: We may confirm your billing address with your bank. At any time that you make a purchase we reserve the right to request a copy of your most recent credit card billing statement and a photocopy of your credit card for verification. We apologise for any inconvenience this might cause, but this procedure exists strictly to protect you. We will obtain authorisation from your credit card provider for all transactions.

Returns/Cancellations

Q: What if I receive a product which is defective ?
A: We'll gladly replace a defective item and will pay the return and replacement shipping costs. Please see our Return Policy for further information.

Q: How do I cancel my order, or an item in an order ?
A: Log on to our site and then click on the My Orders link on the top menu. If an order is yet to be Shipped you will be able to click on the Cancel link on the right hand side. Alternatively, click on the order number to display the individual items within the order and cancel one or more individually. Please be aware a cancellation fee may apply if you require a refund for the cancelled item.

Q: I placed an order, paid for it by BPAY® and then later you cancelled the order. I was just wondering when this money is going to refunded?
A: When we cancel an order that you've paid for, the full amount paid is credited to your dvdorchard account.  We don't ever have your bank account details, and we don't operate like a bank. If you would like the money refunded we can do so however we will need your bank details (BSB, Account No. and Name)- No cheques or Money Orders will be drawn.  Alternatively, you may leave the money on the dvdorchard account to offset a future purchase automatically at checkout.

Your Account Information (Name & Address etc)

Q: How can I change my name, address, email address (account name) or other personal account information ?
A: You can change this information visiting the My Account page by clicking on any Your Details link after logging in. Note that changing your email address (your account name) will update all our records, including all existing orders, Newsletters etc.

Newsletter/Special Offers

Q: How do I subscribe to the dvdorchard Newsletter and/or Special Offers ?
A: To subscribe to our newsletter and/or special offers click here to go to our Registration page.

Q: How do I unsubscribe to the dvdorchard Newsletter and/or Special Offers ?
A: To unsubscribe click here and you will ultimately be removed from the mailing list for newsletters and/or Special Offers.

Miscellaneous

Q: Do you have a storefront that is local as we would like to visit ?
A: Sorry, at this stage we have a presence on the internet only and our premises are warehouse-like and not suitable for visitors.

Q: I have been waiting for months for an item to be released. It is already out in the US (or is being released on xx date), when is it going to be available in Australia?
A: The moment we are aware of a release date for an item we update our website. There are thousands of titles released overseas and not available in Australia. Release dates for most items differ around the world. Amazon.com is a good reference for US releases, not Australian releases.

Q: I am a UK customer. Please note that I require only Region 2 DVDS.
A: We sell only a single version of each item with Region coding as indicated on our detail page. If we show an item with Region 2 and 4 coding then it means that there is 1 item that will work in both regions, not a separate disc for each region. You need to check that the items you are purchasing will suit your needs.

Q: I've desperately been looking for the xxxxxxx on DVD.  I can only seem to find it on American sites.  Can you help me with obtaining a copy in Australia ?
A: Unfortunately not. We can only help with items listed on our website. There are many thousands of titles that are unavailable in Australia but available overseas.

Q: You list title xxxxxxx as being out of stock (or on Preorder or Rumour).  Can you let me know when you have it in stock please ?
A: Please add the item to your Wishlist and then request a Status Email - see instructions on the Wishlist screen. The moment the status changes we will automatically send you an email advising you of the status, price and availability etc. Alternatively, you can simply order it now and we'll send it to you as soon as we get it in stock.

Q: I have had problems before with my ISP caching sites that they are not really meant to eg, forum logins etc.  My problem is when I visited your site I had an item in my shopping basket waiting for me to order, although I didn't try to search for this product, or add it to my shopping basket.  I feel that there could be a security problem with leaving cookies behind at the end of the visit, especially if your site uses IP address to verify who the user is to establish a profile.
A: At no time is any personal info available through this cookie/IP Address matching process - so your security is assured. These types of things are our efforts to try and provide Customer Service, which it is in 99% of cases, whilst not perfect in certain circumstances - but at the end of the day easily fixed by one click in the Shopping Basket without a security risk.

If anyone visits our site and adds something to the Shopping Basket/Wishlist then a cookie is added to the machine containing an account number.  If that person actually created and/or logged in to an existing account with us then the account number saved would be their own account number.  If not, a temporary account number would be used. If at anytime somebody visited our site and had either (a) a Temporary account number stored in a cookie OR (b) we found any items in the Shopping Basket/Wishlist matching their IP Address under another Temporary account number, then all of that info would be transferred to the previous account number.