CUSTOMER SUPPORT QUESTIONS

Do you really offer live phone support?
Yes. We send all of our customers a Winning Buyer email with our toll-free customer support number. We are here from 10am to 6pm CST, Monday through Friday, except holidays. You can also email us or leave us a voicemail if its after hours. If we are all busy, you may get our voicemail, but we respond to everything as fast as we can.

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.

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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?
Yes, tracking is included with all shipments, except international orders.

 

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PAYMENT & ORDER QUESTIONS

What types of payments do you accept?
We accept everything including Paypal, Money Orders, Cashier's Checks, Personal Checks (5-7 day hold for clearing), and 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.  For payments via check or money order, we will send a reimbursement check.

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, if your product is defective, we will send a replacement as long as it is sent back 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.