Shipping Information

Shipping FAQs

How do I get FREE SHIPPING?

Family Video now offers FREE SHIPPING via USPS Media Mail on pre-tax orders over $25. Media Mail usually delivers in 5 to 10 business days. When your order subtotal is over $25 the free shipping discount is automatically applied to your shopping cart. No code needed. Expedited shipping options are available for an additional cost

Does $2.99 really ship any size order? What's the catch?

There's no catch - order one item or 1,000 and pay only $2.99 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 ($2.99) 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 does "In Fulfillment" and "Item Filled" mean on my order?

"In Fulfillment" means the order - as a whole - has been verified and is being processed. "Item Filled" means the warehouse in the process of fulfilling that particular title.

What types of payment does FamilyVideo.com accept?

We accept American Express, Visa, MasterCard, Discover, and PayPal. If you live near one of our 730+ FamilyVideo stores, you can order in the store using cash or a check, as well.

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 are 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?

We currently ship to the 50 U.S. states, the District of Columbia, and other areas serviced by the USPS including the APO & FPO, Puerto Rico, and others.

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.