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CUSTOMER
SUPPORT QUESTIONS
Do
you really
offer live phone support?
Yes. Simply opt for the Gold Value shipping service when you checkout;
you will automatically receive an email with our toll-free support
phone number. We are available by phone 24 hours a day, 7
days a week (except federal holidays).
Why
haven't I
received any emails from you?
We send automated emails as your order
progresses starting with the
Winning Buyer email which comes within 60 minutes of your purchase. If
you are not getting these, you may find them in your "junk" folder or
your email spam settings may be screening them out. If you think this
is happening, send an email to help@mediamusement.com with your
phone number and we'll call you.
How
long does
it take for us to respond?
Under normal circumstances, we try to empty
out our email box each day
and answer all calls that come in. During peak times like the holidays
there may be a delay in responding (up to a few days at times) but we
always try to respond as fast as possible.
Where
is your
customer service based?
We are based in the USA. We all work in the
same building here in
Chicago alongside our shipping, warehouse, and accounting staff, which
helps in providing you support.
SHIPPING
QUESTIONS
How
do I get
the shipping discount?
It will be calculated automatically.
Wait until all your
items to appear inside the checkout link (which is inside the email
sent to you after you commit to buy) before completing the checkout. It
can take up to 15 minutes for all your items to appear together.
Can
I pick my
item up personally?
Unfortunately, we can't accomodate local
pickups.
How
long
before my order ships?
Orders usually ship within 2-5 business days.
Business days don't
include Saturday, Sunday or holidays. Please understand that
it is impossible to keep all 200,000+ items (and multiple copies of
those items) in stock at all times. Sometimes an order gets caught
while we are re-supplying. Once an order is in the hands of the USPS,
it can take another 2-14 days.
Why
hasn't my
item been shipped yet?
Please be patient. It is somewhere in our
delivery path. Sometimes our
emails get screened out. The bottom line is that 90% of all orders
arrive within 10 days and 99% arrive within 3 weeks.
Will
I be
able to track my shipment?
Tracking is available at checkout on all domestic orders.
PAYMENT
& ORDER QUESTIONS
What
types of
payments do you accept?
We accept Paypal, Visa, Mastercard,
Discover, and American Express.
How
do you
handle refunds and credits?
For situations in which a credit is in order,
we will refund your
Paypal account or credit card.
Why
is your
secure checkout sending me to a different site? I want to
pay directly through paypal.
We use our checkout to effectively combine
orders and provide us with
shipping info. Our checkout can process any type of payment and it
connects directly to Paypal.
You
haven't
emailed me my total! How do I pay?
Our system will automatically send an email
within 15 minutes of the
auction closing with your checkout link and order summary.
We'll send one email for each item you purchase with your checkout link.
Can
I return
my product?
Yes. We accept returns on unopened merchandise up to 30 days after
purchase. If you open your item and find
that it is defective, we will replace it free of charge.
What
if my
order is not complete when it arrives?
Check the packing slip to make sure the items
weren't sent in multiple
shipments. If they weren't, contact us and we we'll take care of it.
What
if one
of my items is on moratorium (out of print)?
This affects about 2% of all DVD and CD
orders. Studios take movies and
music in and out of circulation all the time, without notice, to
generate future demand. We have no control over this and it affects all
media sellers. Therefore, we will refund the item(s) and the shipping
charges and send the rest of your shipment, along with an apology.
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