Shipping FAQs
Does $1.99 really ship any size order? What's the catch?
There's no catch - order one item or 1,000 and pay only $1.99 for base shipping. No quantity limits; no weight restrictions. How awesome is that?
Once shipped, how long will an order take to arrive?
Item Availability + Shipping Method = Estimated Delivery Time
Our base shipping ($1.99) goes by media mail, and takes an average of 5-10 business days to arrive; our UPS Ground shipping takes three (3-5) business days, sometimes longer for rural areas; our UPS Second Day Air usually takes two (2-3) business days, sometimes longer for rural areas. Note: To expedite multiple-item orders, shipments may originate from different warehouses and arrive at different times. There is no extra cost to you.
I received my order and it's missing some items. Why?
To expedite multiple-item orders, shipments may originate from different warehouses and arrive at different times. Also, backordered or pre-book items (see below) usually ship separately from items currently in stock.
What types of payment does FamilyVideo.com accept?
We accept Visa, MasterCard and Discover. If you live near one of our 600+ FamilyVideo stores, you can order in the store using cash or a check, as well. (Locate a store near you: http://www.familyvideo.com/locations.php ).
Do you have tracking numbers for items shipped?
We have tracking numbers for UPS orders only. If you'd like to track your package, e-mail a request for a tracking number to orders@familyvideo.com. Be sure to include your Order number (from your confirmation e-mail).
How can I cancel an order?
Contact us at orders@familyvideo.com with both your Order number and the items you wish to cancel (if only a partial cancellation). If the items have not left our warehouse, we will attempt to cancel your order; otherwise, review our returns policy (below).
What is a "Backordered" item?
An item not currently in stock is considered backordered. We're usually able to fulfill backordered items in less than 30 days, and we will contact you if we're unable to fulfill in 60 days.
What is a "Pre-book" item?
A pre-book status is assigned to items available in the future. You can order these products ahead of general release, and our shipping department will coordinate delivery to try to get the item to you on its release date.
What is your billing policy?
Payment for the full amount of the order is captured when you place your order, including payment for pre-books and backordered items (see above). If you wish to cancel an item before it ships and we're able to stop the shipment, we can refund you for that item. Otherwise, return for a full, hassle-free refund!
My order was shipped over 10 business days ago, where is it?
An order can be delayed due to holiday traffic or many other factors. There is always the possibility that your order was returned to us, and we need to confirm your address
for a possible reshipment. Please contact us at orders@familyvideo.com if your shipment is more than 15 days past the date we confirmed shipment.
Does FamilyVideo.com ship outside the United States?
No, we currently ship to the 50 U.S. states and the District of Columbia.
My product has a different price than when I first put it in my cart. Why?
When you check out, you will be charged for the current product price. If you put something in your cart and return a week later, it may cost more or less than it did a week ago. You may always return a product for a full refund per our Refund Policy (below).
What's your pricing guarantee?
FamilyVideo.com strives to ensure prices on our site are as competitive and accurate as possible. However, due the tens of thousands of products listed, a small number of these products may be mispriced. When we identify an order pricing inconsistency, we will either contact the customer for instructions or notify them of the item cancellation and refund.
Return Policy
At familyVideo.com, we are committed to your satisfaction. If any item is damaged in shipping, defective from the manufacturer or incorrectly shipped, please return it within 30 days of receipt for full refund or replacement. You will be credited for the shipping costs once we receive the item(s) for returns due to the result of our error.
Within 30 days of receipt, any unopened item may be returned for credit or exchange. Shipping costs for returns are the responsibility of the customer and are not refundable.
To return an item, please use the return address provided on your shipping invoice. We recommend that you use USPS Insured Media Mail.
familyVideo.com is not responsible for lost, stolen, or damaged packages during the return process.
Thank you for choosing FamilyVideo.com.
Bulk Order Information
What is a Bulk Order?
A Bulk Order is an order for 100 or more copies of the same product*. FamilyVideo.com can often provide discounts on orders of this size or more, depending on title, availability and other factors.
*NOTE: New releases (titles less than 60 days from release), specially-priced or used products and video games & consoles/accessories generally do not qualify for Bulk Orders. And FamilyVideo.com reserves the right to limit the quantity of new releases or specially-priced products to five per household - we want everyone to have a chance to share in these great products at great prices!
Please call a Customer Service Representative at 1-888-332-6843 for more information regarding our Bulk Order discounts and to discover if your Bulk Order request would qualify for a discount.
What is your Bulk Order discount?
Quailfying Bulk Orders (see above) generally receive a discount of up to 10% off the order's product total.
How do I place a Bulk Order?
Placing a Bulk Order is easy!
Simply contact a Customer Service Representative at 1-888-332-6843 or submit your request via e-mail to: orders@familyvideo.com.
How quickly can you deliver my Bulk Order?
The standard delivery time for bulk orders is 3-5 business days from the date shipped. Bulk orders are shipped via UPS Ground (3-5 days) service.
Note: Items not currently in stock or ordered before their release may delay delivery.
How do I receive a Bulk Order discount?
Qualifying Bulk Orders receive a discount after the order has been created.
What information is needed to place a Bulk Order?
If you would like to place a Bulk Order with us, we will need the following information:
- Name, email, and phone number
- Shipping address (note: UPS will not ship to a P.O. Box)
- Payment by Credit Card:
- Please provide credit card number, expiration date (month & year) and CVC code.
- Exact customer name on the credit card
- Exact credit card bill-to address
- Payment by Check or Money Order:
- Please contact a Customer Service Representative at 1-888-332-6843. Note: Orders paid by money order will not ship until payment is received; orders paid by check will not ship until check clears.
What payment options do you accept?
We accept Visa, MasterCard, Discover credit cards, as well as checks or money orders. Note: Orders paid by money order will not ship until payment is received; orders paid by check will not ship until check clears.
Is a Bulk Order Refundable?
No. All Bulk Orders are final.
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