Customer FAQ

For what reasons can I return a title?

You may return your purchase if it meets any of the following criteria:

We sent you the wrong title

The DVD or tape you received is physically defective

The content is substantially different from what was advertised

The DVD will not play in your DVD player (see compatibility section)

Requests for a Return Merchandise Authorization (RMA) for any other reasons than those listed above will not be accepted.

How long do I have to contact CustomFlix about returning my purchase?

We will issue a RMA to you if you contact us within 2 weeks from the date that you received your shipment.

What if I send in a title without an RMA?

Any returns sent to CustomFlix without receiving a prior RMA will be returned to the sender unopened.

Where do I send returns?

Send your returns to:
CustomFlix Returns
P.O. Box 587
Redwood Estates, CA 95044-0587

We recommend that you use a traceable method of shipping when you send us your
return. CustomFlix will not be responsible for returns lost during
delivery if you do not use a traceable method to ship your return.

What if my DVD will not work in my DVD player?

Some older model DVD players may not properly read DVDs that are made with the latest recording methods. Prior to purchasing titles from CustomFlix, we strongly suggest that you review our compatibility section to see whether or not your DVD player will play our DVDs. If your player won't play a title that you ordered, we'll replace it with a VHS tape of the same title if available, or accept a return of the DVD if there is not a VHS version.

What credit cards do you accept?

We accept MasterCard, Visa, American Express, and Discover. Debit cards associated with these institutions are also welcome. If you are paying with a MasterCard debit card, simply select MasterCard from the pull down menu on the order form. For Visa debit cards, select Visa.

What are the shipping and handling costs?

Both domestic and international shipping charges are based on the total weight of the order and are calculated at check-out. Typically the cost to domestically ship a single DVD is $2.99 and the cost to ship a single VHS is $3.99. Please note that some items such as box-sets or titles that include books will weight more then the average single DVD or VHS. The total shipping cost for an order will always be given at cart checkout time for review.

When will orders ship?

CustomFlix normally ships your tapes and/or DVDs within 2 to 3 business days after you place your order. High-quantity orders may take up to 2 additional days.

How will I know my order has shipped?

We will send you a shipment confirmation email to the address in your account. This email will have the shipment tracking number and the URL of our shipper's web-based tracking tool along with the shipper's customer service number.

What if the tracking number is wrong or the shipper cannot find my order?

Contact our Customer Service department and we will trace your order for you.

To what locations will you ship my order

CustomFlix ships to customers in the United States and much of the world.

What methods can I choose for shipping?

US shipments are via USPS Priority Mail; overseas shipments are generally via USPS Global Priority Mail.

What is your policy on adult/offensive content?

CustomFlix does not allow materials that would typically be classified as "X-rated" to be sold through our service.