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CUSTOMER
SUPPORT QUESTIONS
Do you really
offer live phone
support?
Yes. Simply opt for the Gold Value shipping service in our checkout and
you will be sent an email with a toll-free support number. We
are available 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@whiteelephantmedia.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?
Shipping discounts only apply to Express orders and 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 for all orders.
Tracking is automatically included with shipments sent using EXPRESS.
PAYMENT
& ORDER QUESTIONS
What types of
payments do you accept?
We accept Paypal, Visa, Mastercard,
Discover, and American Epxress.
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 of unopened or defective items within 30 days of
purchase.
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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