For a fast easy way to use this page use the text search facility of your browser to search this page for the subject you are interested in - e.g. use CTRL-F in Internet Explorer.
Our systems are designed to inform you of every necessary piece of information you need to make an informed purchase. In our attempt to try and
address your every query, this page is full of links to useful information about dvdorchard, our products, dvd's in
general, and how best to shop at and use our site. If you can't find it here then, well ... I'll be stunned, and you should Contact Us. These FAQ's are supplemented with new questions as they arise.
Please note that the information/images we display on products listed on our website is all the information we have - be assured that when we have more up-to-date information, eg. Release Dates etc, we will update the website
immediately. Use the Wishlist Email facility or place an order for a given item to keep yourself abreast of such changes - unfortunately we don't have the facility to
advise you on such matters individually.
Please also note that if an item is not listed on our website then we have no information on that item, and can neither supply it to you nor suggest where you can get it. There are thousands of titles available elsewhere in the
world that are not available in Australia - whether they are available in Australia in the future is likely to be a business decision for individual distributors
, ie. Paramount, Roadshow, Fox etc, and as such queries on these matters should be addressed to distributors accordingly.
If after reviewing this information you still have a question, or have some feedback to offer, please Contact Us.
Security
Q:
Is your website secure ? Do you look after my personal and credit card details to ensure nobody else can get their hands on them ?
A:
Any pages on our site that collect personal or credit card info are fully secure. To learn more about how we protect your information, please review the
Protecting Your Information section of our Privacy Policy.
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. To alleviate any doubt please simply visit the dvdorchard site directly rather than clicking
thorough from another site - all your details, wishlist and shopping basket contents will still be here.
The dvdorchard site uses a variety of security measures to maintain the safety and
security of your personal information. All user 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.
Q:
Is it safe to shop on the Internet ?
A: Yes, and consumers are always protected. dvdorchard is a completely secure Web site. We can't control your
user environment, but we can assure you that from our end, it's all under control. To learn more about our security
procedures, please see the Security section of Our
Policies.
To learn more about the safety of the internet and online purchasing in general, read this
document, an Australian publication by the National Office For The Information Economy.
If you still don't feel comfortable putting your details in on our secure internet site then you
have the option to print out a secure order form here
and mail or fax your order to us. Please note that a manual processing fee of $5 applies to all these transactions, and no Orchard Points are awarded. Be sure to completely fill
out the form and mail it to us at:
dvdorchard
Att: Orders
PO Box 2097
Redcliffe North QLD 4020
Australia
Or
fax it to us on: +61 7 3203 6999
Please
be aware that orders sent in this manner will take longer for
you to receive.
Orders/Shipments
Q:
How do I make changes to my order once I've completed the check-out
process ?
A: There are different options depending on the type of changes required:
Name/Address changes - to check and/or amend your contact info click on the Your Details link off the
top menu.
Third Party Address changes - click on the My Orders link off our top menu and then click on the
View/Update Card/Address Details link for the order concerned.
Payment/Credit Card Detail changes - click on the My Orders link off our top menu and then click on the
View/Update Card/Address Details link for the order concerned.
Any other changes - Send an email to us here
stating your request and where possible (if the order hasn't already been processed) your alterations will be made.
Q:
What if I haven't received my order after the average shipping
time period has passed ?
A: Australian deliveries - You have up to 30 days from the shipping date to notify us
about the missing package. A: International deliveries - You have up to 60 days from the shipping date
to advise us about the missing package.
For shipping problems, please contact
us by e-mail here .
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:
HOW MUCH LONGER DO WE HAVE TO WAIT!!!!!
A: It's in our best interests to get stock out to you as soon as possible. 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.
BPAY®
payments can be made from your savings or cheque account through your participating financial institution. Submit 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 cannot be re-used.
Direct Deposit to our account is
available and encouraged - our bank details will be advised to you in your order
confirmation. They are also as follows:
When you make a deposit please use your order number as the reference
so as we can relate the payment to your order.
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 2097
Redcliffe North QLD 4020
Australia
Fax - +61 7 3203 6999
Note that goods can't be shipped until your payment has been cleared
by our bank.
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.
Schools/TAFE's/Colleges etc
Q:
Do you cater for schools and educational institutions / Do you accept Purchase Orders ?
A: dvdorchard provides a comprehensive range of titles suitable for all Educational institutions.
Generally speaking we require payment prior to despatch of any goods. We accept a variety of payment methods: credit card, cheque and bank deposit/transfer being those
most suitable for Educational institutions. We do however have a 14 day account facility available for regular purchasors placing daily to weekly orders - if after using
our services for 30 days you believe this may be of use to you email us for further information at enquiries@dvdorchard.com.au.
How to order:
Our checkout system allows the entry of a Purchase Order number and an ABN number. At time of checkout enter this information if appropriate and your order
acknowledgement email will take the form of a tax invoice, suitable for printing off and passing on to your Accounts area for payment.
Payment Timeframe:
If using any form of payment other than credit card our system considers a payment overdue 4 days after placement of an order. We do recognise that Educational
institutions often have a few more hoops to jump through in order to pay their bills. As such, consider our Payment Reminders as exactly that - disregard the usual
comments regarding the potential for cancellation of an order after x number of days etc.
Gift Services
Q:
What services do you provide for the sending of gifts ?
A: At dvdorchard we offer a range of gift services including wrapping, a personalised card, vouchers, and boxes.
We can also send your package directly to the recipient to save you double postage. Our range of gift wrapping is suitable for all
occasions, with quite a number of papers tailored especially for our most traditional gift-giving event, Christmas.
If you have a last minute gift requirement, click HERE for items that ship SAME BUSINESS DAY, if ordered and paid for by 4pm QLD time.
Otherwise, if you have a specific need to have an order delivered by a particular date let us know by email and we'll help where possible - try to focus on items that are in stock as we can generally get them
out the door the next business day if ordered by 1pm QLD time.