CHILDREN

This Site, its Content, products and services are directed at adults. Children under the age of 18 are not allowed to create accounts, provide customer reviews or otherwise provide information to dvdorchard. Notwithstanding the foregoing, if you are under the age of 18 and have accidentally submitted information to dvdorchard, please provide us with immediate notice and include the email address of your parent or guardian. Children 18 years and older should only use the Site, its Content, products and services with the permission of their parents.

 

 

SECURITY

Many people argue these days that transactions are actually less dangerous when conducted securely over the internet than in the physical world. That's because a great deal of credit card fraud is caused by retail sales employees who handle card numbers. E-commerce systems remove temptation by encrypting the numbers on a company's (or it's web hosting company) servers. For merchants like dvdorchard, e-commerce is actually safer than opening a store that could be looted, burned, or flooded. Experts say e-commerce transactions are safer than ordinary credit card purchases. Every time you pay with a credit card at a store, in a restaurant, or over the telephone -- and every time you throw away a credit card receipt -- you open yourself up to the possibility of fraud.

But is it really SAFE ? Yes, consumers are always protected - read more about it here in this Australian publication by the National Office For The Information Economy.

Since the advent of 2.0 versions of both Netscape Navigator and Microsoft Internet Explorer, transactions can be encrypted using Secure Sockets Layer (SSL), a protocol that creates a secure connection to the server, protecting the information as it travels over the Internet. SSL uses public key encryption, one of the strongest encryption methods around. A way to tell that a Web site is secured by SSL is when the URL begins with https instead of http or when you see a small padlock like this .

The dvdorchard site uses a variety of security measures to maintain the safety and security of your personal information. All user contact information is contained behind secured networks and is accessible only by the proprietor of dvdorchard and a limited number of employees who have agreed to comply with all of our privacy and security policies. Passwords and credit card numbers are encrypted in our secure database, which is also located behind secured networks. All credit card information is transmitted via Secure Socket Layer (SSL) technology and then encrypted in a secure database.

Please be sure that your web browser is SSL-enabled. We recommend Microsoft Internet Explorer version 6.0. You should always upgrade your web browser software to the latest versions for optimum security.

Our secure pages are being secured by a Comodo 128 bit SSL Certificate to ensure secure transmission of your information. This ensures that all information you send to us via the World Wide Web will be encrypted. When you are on a secure page you will see a small padlock in the bottom right hand corner of your browser. Click on the padlock to confirm the currency of the digital certificate. Our website supports 128 bit encryption as long as you are running a 128-bit enabled browser. IF YOU ARE VIEWING THE PAGE IN A FRAME, ie. the page is being framed by a referring site, then you may not see the padlock - the page is however secure.

dvdorchards databases are backed up nightly by our web host and their premises are effectively secured to prevent tampering.

For those customers still wary of giving their credit card numbers out over the Internet - We're an internet retail store, so please place your order over the internet and select the Direct Credit/Deposit option instead of credit card. Then ring through the Credit Card details by telephoning + 61 2 9956 7022. Alternatively, print out the secure Order form here, fill it in and fax it (+61 2 9956 7044) or mail it to us at the following address:

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

 

 

BACKORDERS/PREORDERS

A product that you may wish to order may be temporarily out of stock (Out Of Stock / On Order / Order By Request) or may not yet have been released (Pre-Order / Rumour). You can still order these items and they will be shipped as soon as the product is delivered to dvdorchard. 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.

Pre-Order Notice

We need to order Pre-Order stock well in advance of the release date to ensure we have adequate stock to ship by time of release. Therefore, orders placed within 5 business days of the release date are not guaranteed to ship on time.

 

 

CREDIT CARDS & PAYMENT METHODS

Credit Cards - online or by telephone or mail

We accept the following credit cards as per the icons above:

Visa, MasterCard, American Express, Diners Club and Bankcard.

Like conventional retail establishments, we protect your credit card information and do not provide it to any other organisations. We have an advantage over conventional retail establishments however; there are no pieces of paper floating around with your credit card details on them. For more information, see our Privacy Policy.

BPAY®

We have a BPAY® facility for worry-free payment from your savings or cheque account through your participating financial institution.

Lodge your order selecting the BPAY® option. We will then advise the Biller Code (44149) and the individual Customer Reference No. that you require to make the payment both on the acknowledgement screen following your placement of an order AND in your acknowledgement email received following placement of an order. Note that the Customer Reference No. is individual to EACH ORDER and can never be re-used.

We are charged a fee for your use of the BPAY® system so please always ensure you make your total order payment in one transaction. Please note that payment needs to be received within 3 business days to guarantee your order.

Call your bank, credit union or building society to make this payment from your savings or cheque account. More info: www.bpay.com.au. We will monitor our account and ship your goods as soon as we receive your payment (generally overnight), subject to the availability of stock. If the products you order are not in stock at time of order we will order them from our distributors immediately, ie. we will treat your order as being paid.

Direct Credit to our account

Please lodge your order selecting the Direct Credit option and we will advise our bank details by return email. Products will be shipped after we confirm that the deposit is in our account. If the products you order are not in stock at time of order we will order them from our distributors immediately, ie. we will treat your order as being paid. This will hasten the process and result in little difference in turn around time from that of a credit card purchase.

Please note that payment needs to be received within 3 business days to guarantee your order.

Money Order

Please lodge your order selecting the Money Order option. Post a money order to the address below QUOTING YOUR ORDER NUMBER as provided in your order acknowledgement - PREFERABLY, print out the order acknowledgement we send you and post it with your payment. Goods will be shipped after the funds have been cleared by our bank which will be any time up to 5 business days following receipt of your payment. If the goods you order are not in stock at time of order we will, in good faith, order them from our distributors immediately, ie. we will treat your order as being paid to hasten the ultimate delivery of your goods.

Please note that payment needs to be received within 7 business days to guarantee your order.

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

* Australia and New Zealand only

 

 

RETURN POLICIES AND INSTRUCTIONS

We understand that you may not always be completely satisfied with your purchase, and in some instances may need to return a product to us. With this in mind we have done our best to make returning a product as easy and convenient as possible. Set forth below are our policies with respect to returns as well as instructions on how to return a product to us.

Non defective items - Products can usually be returned for replacement or a store credit if they are received back by dvdorchard within 30 days of shipment, AND in the case of new products sold, they are returned in mint condition in their unopened, original packaging. Please ensure you talk to us first to obtain a return authorisation and note that a refund is not an option. We reserve the option to either refund or replace your purchase.

Defective items - In general, defective products of any kind may be returned for replacement or refund if they are received back by dvdorchard within 30 days of shipment. Please indicate the nature of the defect and before you return anything to us please (a) look through all our FAQ's - dvd technical and help and if still in trouble (b) email us first here  and describe the nature of your problem. We will respond quickly and advise you of your next step. There have been defective disc's/incompatible DVD players but more often than not the problem can be solved by the user with a little guidance. We reserve the option to either refund or replace your purchase.

dvdorchard is neither the manufacturer nor the licensee of any of the items we sell to you. dvdorchard™ will however coordinate dealings relating to the faulty product where indicated. In the case of equipment of any sort, primarily games equipment, returns are treated slightly different depending on the brand as follows:

Sony PS2 / PS3 / PSP

Under 30 days

Return the item to dvdorchard - the serial number will be matched with your original purchase record and the equipment will be forwarded on to our distributor for immediate replacement or refund at our discretion.

Over 30 days

Call the NCSS Repairs department on 1300 365 911. The Service Department will take all details from you such as Model#, Serial#, Purchase date and fault etc. A copy of your receipt (available off our website via the My Orders link on our top menu) will need to be faxed to the repair Dept. Fax: 02 9896 0755.

Microsoft X Box / XBox 360

Under 30 days

Telephone Microsoft Call Centre on 1800 555 741 to report a Defective Xbox Console within thirty (30) days from the date of purchase. If no resolution is found you will be issued with a Microsoft RA Number.

Return the item to dvdorchard and we will forward on to our distributor for immediate replacement or refund.

Over 30 days

Call Xbox Customer Care on 1800 555 741. They will run through some troubleshooting to help identify the problem. If no resolution is found, you will be informed the unit requires repair.

The X Box service centre will send out an empty box for you to return the item.

The Xbox Service centre will investigate the problem, and a diagnosis will be made. If a unit is scrapped, a brand new unit will be sent. If unit is repairable, it will be repaired and sent back to you. If unit is no longer under warranty, you will be called and informed of the situation, and then will have the choice of having their unit returned or paying for the required repairs.

Out Of Warranty

Call Xbox Customer Care on 1800 555 741. They will run through some troubleshooting to help identify the problem. If no resolution is found, you will be informed that the unit requires repair and will be told the repair process and pricing. You are required to pay for repairs upfront by credit card. Repairs will cost approx. $199.00 at the time of writing (04/2007).

The X Box service centre will send out an empty box for you to return the item.

The Repair centre will investigate the problem, and a diagnosis will be made. If a unit is scrapped, a brand new unit will be sent, if unit is repairable, it will be repaired and sent back to you.

Nintendo (Gamecube / NDS / GBA / Wii)

Under 7 days

Return the console to dvdorchard. We then call the returns hotline on 1300 362 746 and request authorisation to send the item back.

If a manufacturing fault or defect exists, Nintendo will repair or replace the console at no charge. Nintendo maintains a 5 day turn-around. Any item returned and found not to be faulty will be subject to an appraisal charge as follows:

$50.00 Wii and Gamecube

$40.00 DS and Gameboy

$30.00 Software and Accessories.

Over 7 days and less than 12 months - You call the Nintendo returns hotline on 1300 362 746 and will be presented with the option to send the item back. If it is a manufacturing fault they will repair in a 5 day turnaround or if not found faulty charges will apply as above.

Out Of Warranty - You call the Nintendo returns hotline on 1300 362 746 and charges will apply.

Processing Returns

Refunds for faulty goods will be credited in the same way as they were debited, ie. generally to the original purchasing credit card. Orders placed by Money Order will be refunded within 7 business days to a nominated bank account or a dvdorchard purchase credit will be issued for immediate or deferred use if you so request. You will be notified by email when your return has been processed.

Shipping Charges

Unless the returned product is defective or an item was shipped to you in error, you will be responsible for both the return and the original shipping charges.

Instructions for Returns

If a return is made pursuant to the policies set forth above, here's how to return the product to us:

If you no longer have the original invoice, please print an order receipt from our website via the View Orders facility. Enclose one or the other with your returned product. This way we'll know exactly who the product is from and there will be no confusion.

Send the product(s) back to:

dvdorchard
Attn: Returns Department
PO Box 1749
Neutral Bay NSW 2089

We recommend that you insure the parcel (at your cost) when returning products to us.

 

ORDER CANCELLATIONS

Orders, or individual order items, may be cancelled via the My Orders link on our top menu at any time prior to their status being altered to 'Shipped' or 'Shipping Today'.

If YOU cancel an order (or ask us to do it for you), in part or full, that you have already paid for then we will provide you with a store credit for the full amount paid. If you would prefer a refund then we may do so at our discretion and a $5 cancellation fee will apply to cover the processing costs we have incurred in the placement and cancellation/refund of your order.

If WE cancel an order of yours, in part or full, that you have already paid for then we will automatically provide a store credit for the full amount paid. If you wish to receive a refund instead then we are happy to do so by bank transfer or, if paid by credit card by refund to the same credit card or, if by PayPal then by PayPal - no cancellation fee applies in this situation. No cheques or money orders will be drawn.

If you have placed an order that has already shipped and you wish to cancel it, please follow the Returns Policy procedures above.

 

 

PRICE CHANGES

Our product prices are always subject to change without notice. If a product has been listed at an incorrect price, we reserve the right to refuse or cancel your order for that product or service even if your order has been confirmed, or we may advise you of such via our regular weekly email updates with the option of cancelling the order or paying the corrected amount. For more information on our pricing policies, please see the Terms and Conditions.

 

 

MOVIE RATINGS

Various products sold by dvdorchard may not be suitable for persons of all ages. Ratings have been established for the film and literature industry as follows:

For more information, you may review the website of the Australian Office of Film and Literature Classification.

Movie Ratings

G General - Suitable for all ages
PG Parental Guidance recommended for persons under 15 years
M15+ Mature - Recommended for mature audiences 15 years and over
MA15+ Mature Accompanied - Restrictions apply to persons under the age of 15
R18+ Restricted to adults 18 years and over
X Restricted - Contains consensual sexually explicit activity