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This store has earned the Yahoo!
Shopping Top Service Seal, which means it
has received over 95%
positive ratings from its customers. |
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AnimeDVDStore.com
25188 I-45 North Ste 105
Spring, TX 77386
info@animedvdstore.com
FREQUENTLY ASKED QUESTIONS
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Cancelling or Changing Orders
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Click Here to read our Privacy Statement
Click Here to see additional contact information
What types of credit cards do you accept?
We accept all the credit cards you see below. Visa and Mastercard. When
ordering, please be sure to provide your correct billing address. Your billing address is the address where
your credit card statements are mailed to. Failure to provide a correct billing address will result in automatic cancellation of your order.
**Special Note for Owners of International Credit Cards:** We cannot process international credit cards (credit cards drawn on non-U.S. banks with non-U.S. billing addresses). Any order that uses an international credit card for payment will be cancelled.
**Credit card fraud will not be tolerated.** If we suspect your order to be fraudulent, we will immediately contact the FBI and other relevant authorities, and you will be prosecuted under the fullest extent of the law.
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Is it safe to use my credit card?
 YES. Through the Yahoo! Store, AnimeDVDStore.com is able to support 128-bit SSL (Secure Sockets Layer)
encryption that is an industry standard for
protecting your personal information. Netscape,
AOL, Microsoft Explorer and other browsers support SSL
to encrypt and protect your credit card information
as it is passed to our site. We strive to protect
your valuable personal information as it is sent
across the Internet. Click Here to learn more about SSL or click Here to read Yahoo!'s statement on security.
In addition, there are two ways to verify that our website is secure. On the order page where you input your personal and credit card information:
- Look for an unbroken key or a padlock icon at the bottom of your browser. For Netscape browsers the icon is usually located in the bottom left corner, while for Microsoft Explorer it is closer to the bottom right corner. If you see any of these icons, then the page you are viewing is secure.
- Look at the URL address. If it begins with "https", then the particular page you are viewing is protected by strong encryption and security technology.
Security Guarantee
We guarantee that every transaction you make at AnimeDVDStore.com will be completely safe and secure. This means you pay nothing if unauthorized charges are made to your card as a result of shopping at AnimeDVDStore.com. Under the Fair Credit Billing Act, your bank can not hold you liable for more than $50.00 of fraudulent charges.
**Credit card fraud will not be tolerated.** If we suspect your order to be fraudulent, we will immediately contact the FBI and other relevant authorities, and you will be prosecuted under the fullest extent of the law.
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Do you accept personal checks or money orders as payment?
Unfortunately, we do not accept checks or money orders. You need to have a valid credit card issued by a U.S. bank to place an order with us.
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I don't have a credit card. Can I still buy from you?
Sorry, but the only way to purchase from our store is to use a credit card. We do not accept personal checks, money orders, COD's or bank EFT's.
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When do you bill my credit card?
We will not bill your credit card until your order actually ships or is ready to be shipped.
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How will the charge appear on my credit card?
The charge on your credit card will appear as "AnimeDVDStore.com".
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What is the billing address for my credit card?
Your billing address is the address that is listed on your credit card account. It is also the address where your monthly credit card statements are mailed to.
Credit Card Verification
Orders will be subject to credit verification at the discretion of AnimeDVDStore.com. We contact the bank that issued your credit card and verify the shipping/billing address information you provide before processing your order. If the information you provided does not match with your credit card company's records, your order will be delayed. These policies are designed to protect our customers and business against credit card fraud.
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Why do you need the phone number of the bank that issued my credit card?
If we have any problems obtaining authorization on your credit card, we contact your bank to make sure all the information you provided matches what your credit card company has on file. Large orders will always be subject to credit verification. This process ensures that your order is processed in a more timely manner. Please do not give us phone numbers that only provide locations of ATM machines. In order to obtain credit verification, we need a phone number that can connect us to a customer service representative.
Credit Card Verification
Your order may be subject to credit verification at the discretion of AnimeDVDStore.com. We contact the bank that issued your credit card and verify the shipping/billing address information you provide before processing your order. If the information you provided does not match with your credit card company's records, your order will be delayed. These policies are designed to protect our customers and business against credit card fraud.
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Do you charge sales tax?
All residents of Texas must pay 8.25% sales tax on all orders. Sorry, there is no way to get around this.
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Can I place my order by phone?
We do not take phone orders at this time. By operating solely on-line, we are able to keep our expenses low and can pass these savings on to you, the customer, in terms of lower prices. We can assure you that ordering on-line is completely safe and secure. Ordering on-line is also faster and more convenient for most customers.
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How much is shipping and handling?
UPS Ground
Shipping charges for UPS Ground orders are based on the weight and destination of your order. You can view the actual shipping charges in our shopping cart prior to placing your order. Here are some examples:
- A 1 pound package going to New York, NY costs $5.03
- A 5 pound package going to New York, NY costs $6.42
- A 1 pound package going to Dallas, TX costs $4.48
- A 5 pound package going to Dallas, TX costs $5.12
When ordering, please be sure to provide a complete, accurate, and valid physical street address to ensure timely shipping. This means include any apartment numbers, suite numbers, and street types (i.e. Dr, Ln, Cir, Ave, Blvd, etc.). Because we generate shipping labels directly from the form that you type in, we will not be responsible for any delays resulting from errors in your shipping address. If an order is returned to us by UPS for any reason (i.e. undeliverable address), you can only be refunded for the purchase price of the product (excluding shipping and handling charges).
For very small orders(a single DVD) we may decide to use US Mail if we feel it will get to you faster.
UPS 3 Day Select
UPS 3 Day Select guarantees delivery within three business days to and from every address in the 48 contiguous states. Shipping charges are based on the weight and destination of your order. You can view the shipping charges in our shopping cart prior to placing your order and can then decide if this method is right for you.
UPS 2nd Day Air
UPS 2nd Day Air provides guaranteed on-time delivery within 2 business days to and from every address in the 48 contiguous states. Shipping charges are based on the weight and destination of your order. You can view the shipping charges in our shopping cart prior to placing your order and can then decide if this method is right for you.
UPS Next Day Air
UPS Next Day Air provides guaranteed on-time delivery within 1 business day to and from every address in the 48 contiguous states. Shipping charges are based on the weight and destination of your order. You can view the shipping charges in our shopping cart prior to placing your order and can then decide if this method is right for you.
USPS Priority Mail
For Alaska, Hawaii, PO Box and APO / FPO military addresses we will use US Postal Service Priority Mail. Shipping cost for Priority Mail is as follows:
- $5.95 for the first item
- $1.00 for each additional item
Please note that tracking numbers will not be available for orders shipped via US Postal Service.
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How long will it take for my order to arrive?
UPS Ground
As long as we have the products in stock, your order will ship within 48 hours. All orders are processed nightly and are shipped on the following business day. Orders received on Saturday, Sunday, or on Holidays will ship the next business day. You can find out what the transit time will be by looking at the graphic below. In most cases it will take 2-6 business days (from the day your order is shipped, NOT from the day you order) for packages to arrive. Saturdays, Sundays and Holidays are NOT business days. Large orders may take 1 additional business day to process. When calculating your transit time, please do not include the day your order is shipped(or the day UPS or USPS picks up your package from our warehouse).
Please note that the "Availability" line located on each item's description page is NOT the transit time. So if it says "Usually ships within 48 hours", it means the item will begin the shipping process within 48 hours. It DOES NOT mean you will receive your order in 48 hours.
Estimated Transit Time for UPS Ground
UPS 3 Day Select
All orders shipped via UPS 3 Day Select take 3 business days to arrive. For example, if you order on Monday and all products are in stock, your order will be shipped on Tuesday and you should receive it on Friday. Please keep in mind that delivery in 3 business days is not always guaranteed. If one or more items from your order are backordered, it will delay the processing of your order. We will contact you via e-mail immediately if any items are out of stock.
UPS 2nd Day Air
All orders shipped via UPS 2nd Day Air take 2 business days to arrive. For example, if you order on Monday and all products are in stock, your order will be shipped on Tuesday and you should receive it on Thursday. Please keep in mind that delivery in 2 business days is not always guaranteed. If one or more items from your order are backordered, it will delay the processing of your order. We will contact you via e-mail immediately if any items are out of stock.
UPS Next Day Air
All orders shipped via UPS Next Day Air take 1 business day to arrive. For example, if you order on Monday and all products are in stock, your order will be shipped on Tuesday and you should receive it on Wednesday. Please keep in mind that delivery in 1 business day is not always guaranteed. If one or more items from your order are backordered, it will delay the processing of your order. We will contact you via e-mail immediately if any items are out of stock.
USPS Priority Mail
All orders shipped via US Postal Service Priority Mail take 3-5 business days to arrive (this only applies to Alaska, Hawaii, and PO Boxes). All orders going to APO/FPO military addresses can take anywhere from 1-4 weeks to arrive.
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How can I place an order with Express Shipping?
You can place orders on-line with UPS 3 Day Select, UPS 2nd Day Air and UPS Next Day Air. Shipping charges are based on the weight and destination of your order. You can view the shipping charges in our shopping cart prior to placing your order and can then decide if one of these methods is right for you.
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Do you ship internationally?
Due to the frequent occurence of lost shipments, we can only ship products within the 50 United States and Military APO/FPO addresses. We DO NOT ship to any foreign countries or to any U.S. territories such as Guam, the Virgin Islands, and Puerto Rico.
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Do you ship to P.O. boxes?
If you would like your order shipped to a PO Box, you can choose AK, HI, PO Box and APO/FPO as your shipping option, and we will ship your order via USPS Priority Mail. Shipping charges for Priority Mail are as follows:
- $5.95 for the first item
- $1.00 for each additional item
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Do you ship to APO / FPO addresses?
Yes, we will ship to Army Post Office (APO) and Fleet Post Office (FPO) destinations. We will use US Postal Service Priority Mail, and the shipping costs are as follows:
- $5.95 for the first item
- $1.00 for each additional item
Tracking numbers will not be available for orders shipped via USPS. The proper format for an APO/FPO address looks something like the following:
Name
Address Line 1
Address Line 2 (if needed)
FPO AE 99999
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How can I track my order?
After you place an order at our store, you will receive an e-mail confirmation as long as you "checked" the box on the order form to request that an e-mail confirmation be sent to you.
When we actually ship your order, we will send you another e-mail that contains a UPS tracking number along with a link to our order status page. This page looks very similar to our shopping cart. Under every item you ordered you will see its status in red letters. Below this you will see a tracking number. If you click on this, you will be connected to the UPS web site where you can track your order and find out exactly what day it will arrive. Please note that tracking numbers are not available for orders shipped via US Postal Service (this only applies to Alaska, Hawaii, PO Boxes and APO/FPO military addresses). However, all orders going to Alaska, Hawaii and PO Boxes will have delivery confirmation numbers. To obtain delivery information for US Postal Service orders you may visit USPS.com and enter your delivery confirmation number.
If you already have a UPS tracking number, then type in your tracking number below.
Type in your UPS tracking number below:
Once your order has been shipped via UPS please try to track your order at least every other day to keep yourself informed of its current status.
If you see the tracking information indicates your package has been delivered to a section of your home such as the front door, rear door, side door or garage and you can't find it, please check all around the delivery area. Sometimes small packages are not easily visible
and can be hidden behind or inside flower pots, underneath cars, or in some cases inside bushes. If you ever need to contact UPS or find that they are having trouble delivering your package, they can be reached at 1-800-PICK-UPS.
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How do I cancel/change my order?
In most cases orders are received and processed immediately. If you need to cancel or change your order, you can send an e-mail to info@animedvdstore.com. Please include your order number on all inquiries. However, once your order begins the shipping process we can no longer cancel your order, so please do not place an order if you intend on cancelling or changing it in any way.
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How do I delete an item from my shopping cart?
To delete an item from your cart, just click on the "Remove" button next to
the item.
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How do I order multiple quantities of the same item?
In your shopping cart there is a column labeled "Quantity". Type in the number for the quantity you wish to order and press the "Update Quantities" button. This will update your quantity and the subtotal for your order.
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How do I add different items to my shopping cart?
Find a product you wish to purchase and click on the "Add to Cart" button. This takes you to your shopping cart page. Click on the "Keep Shopping" button at the bottom of your shopping cart. Find another product you wish to purchase and click on the "Add to Cart" button on the product desription page. Continue this process until you have added all the items you wish to buy in your shopping cart. If there is no "Add to Cart" button, it means the item is currently out of stock.
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What is your return policy?
Unopened Returns
AnimeDVDStore.com will accept returns or exchanges on unopened products for up to 10 days after you have received them for a full refund of the original purchase price (not including original shipping fee). We WILL NOT, under any circumstances, accept any returns on already opened items unless the product is defective. Only sealed, unopened titles will be accepted for credit, exchange, or refund within 10 days of receipt. Credit will not be issued for shipping charges and you will be charged an additional shipping charge for exchanges. A copy of your original invoice is required. All unopened returns must be sent freight prepaid(i.e. you are responsible for any return shipping costs). Absolutely NO unopened returns will be accepted after 10 days of receipt.
Used Item Returns
All sales of used items are final. Absolutely NO returns for used items will be accepted for any reason. Every used title we carry has been thoroughly inspected and contains no defects.
Defective Returns
In the event that a new item purchased from AnimeDVDStore.com is defective, we will exchange the disc for a copy of the same title ONLY, provided the title is still currently available in our regular inventory. If the title is no longer available or is out of print, we will issue a store credit only. No refunds will be issued for defective discs. Absolutely NO defective returns will be accepted after 10 days of receipt. The following are not considered defects and will not be accepted for exchange:
- Physical damage from shipping (see Damaged/Lost shipments), handling, abuse, or operation of defective equipment.
- Any disc that is not in pristine "like new" condition.
- Any disc that shows excessive wear beyond normal including, but not limited to, scratches or cases with non-removable materials such as ink or stickers.
- Any disc that does not show a clear video or audio defect. "I didn't like the movie" or "This disc has poor transfer(video) quality" are not acceptable defects.
- Any disc that won't play because you don't have the proper DVD player(Ex. this Region 1 disc won't play in my Region 3 DVD player).
Defective exchanges must be accompanied by the following:
- Brand name of DVD player
- The exact location of the defect(chapter, frame, etc.)
- The exact nature of the defect(i.e. disc skips on Chapter 3)
We will send you an exchange ONLY upon verification of the defect. Any disc that does not show a clear audio or video defect will be returned to you and no exchange or credit issued.
ALL RETURNS MUST BE PROPERLY INSURED WITH TRACKING OR DELIVERY CONFIRMATION. If we never receive your return, we cannot issue a refund or exchange. To save money on shipping, do not use a third party shipping or packaging service.
Wrong/Incomplete Order
All orders are photographed with a digital camera prior to being packaged and shipped out. In the extremely rare event that you receive a product you didn't order or an incomplete shipment, we will check our photo records and make every
attempt to correct your order or issue a refund for
the missing items. In cases such as these, AnimeDVDStore.com will reimburse you for any return shipping charges you incur.
Damaged Shipments
In the event that any of your products arrive damaged, please contact us via e-mail at orders@animedvdstore.com within 24 hours with your order number so we can send over a UPS or Postal Service inspector to verify any damages. We will send replacements or issue refunds for any damaged product that is verified by inspectors.
Lost Shipments
If you believe your order may be lost, please contact us via e-mail with your order number so we can contact the carrier and put a tracer on your package. We can only send a replacement IF the carrier deems your package to be lost. If they are able to show us clear proof of delivery, we cannot send replacements or issue refunds.
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How do I return something?
Before returning a product, please contact us for a Return Merchandise Authorization (RMA) number by sending an e-mail to orders@animedvdstore.com and provide the following information:
- Your order number
- Your name
- The product(s) being returned
- Reason(s) for return
- Daytime phone number
- Your e-mail address
As long as your return adheres to our Return Policy above, we will immediately issue you an RMA number and will provide you with a return address. You must write this RMA number clearly on the outside of your return package. All shipments returned without a valid RMA number will be refused. All returns must include a copy of your original invoice. Any return without an invoice will be sent back to you and no exchange or credit will be issued.
ALL RETURNS MUST BE PROPERLY INSURED WITH TRACKING OR DELIVERY CONFIRMATION. If we never receive your return, we cannot issue a refund or exchange. To save money on shipping, do not use a third party shipping or packaging service.
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How come I can't order anything?
If you have trouble connecting to our website or if you get no response after clicking on an order button, it means you can't establish a secure connection with our server. As a test go to https://www.microsoft.com. Notice it's https, not http. If you can't connect to Microsoft either, then it means:
- You have an old web browser and need to upgrade it.
OR
- You are behind a corporate firewall which does not allow secure connections. Some companies install firewalls so restricted or classified information can't be accidentally leaked into the internet. If this is the case, then you will need to order from another location.
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How come you don't have (insert product name here)?
While we try our best to provide a wide selection of products, it is virtually impossible to carry every single item made by every publisher. As we receive new products, we will add them to our on-line store immediately. If you don't see a title you want, try checking back with us later as new titles are being added all the time.
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How can I contact you?
Our preferred method of contact is via e-mail. Our e-mail is checked several times a day, so it usually doesn't take longer than a few hours to get back to you.
- For questions or inquiries about shipping, product information, general questions, or comments send an e-mail to info@animedvdstore.com.
- For questions about your order or to return something, send an e-mail to orders@animedvdstore.com. Please include your order number on all inquiries.
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What's the best way to navigate your site?
All major sections of our site can be accessed through our Home page. If you are visiting an interior page and would like to return to the Home page, just click on the "AnimeDVDStore.com" logo in the top left corner of your browser window. Alternatively, if you know exactly what you are looking for, you can just do a search to get there faster. The search button is located at the top of the home page and bottom of every other page. In addition, at the bottom of every page there are links to all the major areas of our site for convenient access.
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What if an item I purchased is backordered?
Any product that is out of stock cannot be ordered. When you add items to your shopping cart, you will see a column labeled "In Stock". Next to each item in the shopping cart you will either see the word "Yes" for in-stock items, or "No" for out-of-stock items. Please note the "Availability" line located on each item's description page only gives you a general idea as to whether or not an item is in stock. In some rare cases an item may be listed as in-stock when it is really not(this only happens with very high demand items where the publisher cannot keep up with production).
In the event that an item you ordered is out of stock, we will contact you via e-mail and inform you of the delay. You will have the option to do any of the following:
- Wait and ship your order complete when the backordered item is back in stock
- Split your order. You will be charged an additional shipping charge for the backordered item.
- Cancel/Remove the backordered item and ship all in stock items.
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Do I have to register to buy from you?
No, registering is entirely optional, and unlike other on-line stores you DO NOT have to register to buy anything from our store. However, registering does make shopping at our website faster and more convenient because it saves your name, shipping and billing address so you don't need to type it in every time you order. In addition, registering is free and it allows you to save your shopping cart in case you decide to order at a later time.
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OUR PRIVACY STATEMENT
Your privacy is taken seriously at AnimeDVDStore.com. We collect many pieces of information such as names, addresses, and phone numbers. This information is only used to fulfill your order or contact you when it is absolutely necessary.
Under NO circumstances will AnimeDVDStore.com give out or sell your personal information to third parties.
Any information you provide us will be used for internal purposes only. Information may be used for statistical purposes, and AnimeDVDStore.com will sometimes perform analyses of user behavior in order to measure customer interest at various areas of our site. The results of these analyses will never be disclosed or sold to any third parties in any way, shape, or form. You may recieve periodic e-mails about new products or special promotions offered at AnimeDVDStore.com, but only at your request.
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ADDITIONAL CONTACT INFORMATION
Still have a question? Then use the following contact information:
- For questions or inquiries about shipping, product information, general questions, or comments send an e-mail to info@animedvdstore.com.
- For questions about your order or to return something, send an e-mail to orders@animedvdstore.com. Please include your order number on all inquiries.
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