Return Policy

What are the reasons I can return a title for?

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 our compatibility page)

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

How much time 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 Labs, Inc.
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.

Should your DVD player not properly play a DVD we send you, please contact our Customer Service department and we will issue an RMA to you. Once you have returned the DVD, we will ship you out a copy of the same title on VHS at no additional charge. If there is no VHS version of that title available, we will refund your money once we have received the returned DVD.

For Questions on your Account...

Please visit our Customer Service page.