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Moonbase Home
Shipping Information Payment Information FAQS/Information Contact Customer Support
Below is a list of our most commonly asked questions. Click on the question to be directed to the solution/answer. If your question is not answered here, please visit our Contact Support page to get in touch with our Customer Support team.

SHIPPING QUESTIONS
  • SHIPPING PRICES see shipping page
    • UNITED STATES SHIPPING PRICES/DELIVERY TIMES
      • Standard (12-21 Day Delivery)
      • BEST VALUE (6-9 Day Delivery)
      • Express (3-5 Day Delivery)
    • CANADIAN SHIPPING PRICES/DELIVERY TIMES
      • Standard (12-21 Day Delivery)
      • BEST VALUE (7-10 Day Delivery)
    • INTERNATIONAL SHIPPING PRICES/DELIVERY TIMES
      • Standard (14-21 Day Delivery)
      • BEST VALUE (8-12 Day Delivery)
CUSTOMER SERVICE
BILLING AND PAYMENT INFORMATION
COMPANY INFORMATION
ORDER DETAILS
POLICIES
SHIPPING QUESTIONS

GENERAL SHIPPING QUESTIONS
  • Can I pick up my item(s) personally?

    • Unfortunately, we can't accommodate local pickups.

  • Has my item shipped?

    • We send out 4 e-mails through the course of an order. If you have received the fourth e-mail from us we have shipped your item.
    You can also use your check-out link located in the first e-mail to find out the status of your order. You will find this information on the bottom left hand corner of the page.

  • How do I get a shipping discount?

    • Shipping discounts are calculated automatically where applicable. Please wait until all your items appear on your check-out page before completing the checkout. It can take up to 15 minutes for all your items to appear together.

  • How long before my order ships?

    • Orders usually ship within 2-5 business days. 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, if this happens our customer service department will notify you.
CUSTOMER SERVICE

CONTACT US
Customer Service by Email: help@moonbasemedia.com
We are here between 9am and 5pm CST, Monday through Friday, except holidays. We strive to clean out our email box each day! Sometimes we can get backed up, but we try answering all questions as fast as possible. Buy with confidence and please don't hesitate to contact us with questions or concerns.

BILLING AND PAYMENT INFORMATION

CHECKOUT PROBLEMS
  • I purchased several items; they are not reflected in my checkout.

    • Our system can take up to 15 minutes to reconcile all items on an order. If you have waited 15 minutes and your items are still not reflected in the check out please DO NOT issue payment. You can contact us and we can merge your items together to insure you take advantage of the shipping discount (where applicable).

  • My credit card was declined.

    • Our system verifies that the shipping and billing address match to protect our buyers from possible fraud. If your billing and shipping address are different you can e-mail our customer service team and we can help you complete your order.
     
  • 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.
BILLING QUESTIONS
PAYMENT OPTIONS
We accept Paypal and the following major credit cards: Discover, Visa, MasterCard, and American Express. Please be sure to provide your exact billing address (as it appears on your credit card statement). Incorrect information may cause a delay in processing your order.

REFUNDS AND CREDITS
PAYMENT OPTIONS
For situations in which a credit is in order, we will refund your PayPal account or credit card.

COMPANY INFORMATION
What is your mailing address?
Our address is :
Moon Base Media
222 West Ontario St
Suite 520
Chicago, IL 60610

What region are your DVDs?
All of our DVD's are Region 1 DVD's, they are playable on compatible DVD players most common in the US and Canada. As long as you have a Region 1 DVD player you can view our DVD's.

Where can I find out more about your company?
You can visit our About the Seller page.

ORDER DETAILS

BACK-ORDERS
  • How long do I have to wait for my back-ordered item?

    • About %90 of all of our back-ordered items get re-stocked within 5-7 business days of the day we notified you. If there is a delay beyond 7 business days we will let you know.

  • I got an email that my item is back-ordered, what does this mean?

    • It means we are in the process of re-stocking this item. 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.

  • I no longer need/want my back-ordered item, what do I do?

    • Sorry, we couldn't fill this order for you in a timely manner. If you no longer need or want this item simply e-mail us at help@moonbasemedia.com and we will cancel the order and process a full refund if it hasn't shipped.
PARTIAL ORDERS
  • I got a partial shipment notice, what do I do?

    • Nothing, we are in the process of re-stocking the remaining items in your order. If you got a refund notice with your partial shipment the remaining item(s) were not available and were refunded in full. Please note that if you purchased multiple items and any where pre-order/ New Release titles these items will be shipped in a separate and final shipment when they are released by the studios.
MULTI-ORDERS
  • 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'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.
POLICIES

RETURN POLICY
  • My item is defective/damaged, what do I do?

    • Sorry for the inconvenience, if more copies of your item are still available we can send a replacement along with a pre-paid label so you can return the damaged or defective item.

    You can contact our customer support team at: help@moonbasemedia.com
PRE-ORDER POLICY
  • It's past the release date of my pre-ordered title, why hasn't it shipped?

    • Release dates are set while the movie is still in production, sometimes the studios have to change the date of the release because they're simply not ready. This affects all suppliers of this item and chances are that if we don't have nobody else does either. You still have the option of canceling your order and placing an order for it when you know it's available. Otherwise, the item will be shipped as soon as it's released.

  • When will I get my New Release DVD?

    • If you purchased a New Release it will be shipped on or after the street date stated in the listing.
SALES TAX POLICY
  • Why did I get charged Sales Taxes?

    • Sales tax is applied to Illinois residents only. The sales tax for IL residents is 10.25% and is applied during check out.


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