CustomFlix Policies

This page contains a summary of relevant policies for people purchasing DVDs via our service Please see the appropriate section below.

Credit Cards and Debit Cards

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.

Problems With Your Card

It is not uncommon to experience difficulties when ordering with your credit card over the Internet. A mistyped name or address may cause the authorization to be rejected. If that happens, please try again and make sure to enter the information exactly as it appears on the card. In order to protect you from credit card fraud CustomFlix has implemented a "three strikes" policy.

Three Strikes

If for any reason your authorization attempts fail three times in a row, we will lock out your current shipping session. This does not mean we won't accept your order, it just means that you will need to close your current browser and then restart it. This will require that you re-enter the CustomFlix site and start a new shopping cart. We also suggest that you use a different credit card when you return to shopping.

While these measures may seem a little severe, they are designed to prevent credit card theft and fraud.

Changing Your Credit Card Information

Once you place an order with us you will be unable to change your credit card information. We ask that if you need to do this, that you cancel your current order and create a new order with the different credit card information. Orders may be cancelled up to the time they are processed and shipped.

If you have any questions about this policy please contact our customer service department at Service@CustomFlix.com

Cancellations

Once you place an order, you may cancel your order up to the time at which your order is processed and shipped. To see the status of your order, please go to Your Account. Please contact us at Service@CustomFlix.com to cancel your order.

After your order is processed (DVDs produced), you will not be allowed to cancel your order.

CustomFlix Customer Shipping Policy

CustomFlix will ship your titles within 2 to 3 business days after you place your order. Most titles will arrive 2 to 4 days after you receive a ship confirmation email from us. We will send you a shipment confirmation email to the address in your account. The 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.

Currently, CustomFlix ships via the United States Postal Service. Packages are sent either by First Class or Priority mail depending on the weight of the package. We plan to offer a wider variety of shipping choices in the near future.

Lost Orders

If you think your order may have been lost, please check your shipment confirmation email to locate the tracking number. Then go to www.USPS.com/shipping/trackandconfirm.htm and enter the tracking number in the "track and confirm" box.

USPS will let you know the status of your shipment. (Please remember that it may take some time for USPS to enter your tracking number into their system. Allow 24 hours from the receipt of your shipment confirmation before checking with USPS.)

If you have checked with the USPS and have found no record of your order after 24 hours, please contact Customer Service.

CustomFlix Customer Returns Policy

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

We sent you the wrong title
The DVD you received is physically defective
The content is substantially different from what was advertised
The DVD will not play in your DVD player

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

We will issue an RMA to you if you contact us within 2 weeks from the date that you received your shipment. Please use our Problem Report to request an RMA.

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

CustomFlix Customer Privacy Policy

We value your privacy - please see our Privacy Policy for complete details.

Privacy

We respect your privacy. Under normal circumstances, we will not sell, rent or give any of your identifiable personal information to any third party. The exception to this is that if a third party should credibly allege that you have violated their Intellectual Property Rights we may share your information with them. We also will comply with all legally mandated disclosures of information, including criminal investigations.