The Criterion Collection, a continuing series of important classic and contemporary films on DVD
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MY ACCOUNT | VIEW CART | ORDER SUPPORT The Criterion Collection, a continuing series of important classic and contemporary films on DVD |
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Order Support
How do I reach you if I have a problem or a question and I can't find the answer here? You can reach our customer service department by e-mail, phone, fax, or mail.
If you are mailing, e-mailing, leaving a message, or faxing please include your name and phone number and the best time and method for us to reach you. If you are contacting us about a specific transaction please try to include as much specific information as possible, such as transaction # and transaction date, what items were on the order and the total amount paid. (back to top) What if I have a problem with something I buy? We want you to be happy with your purchase. The Criterion Collection will make an exchange of the full purchase amount (including any applicable sales taxes, but excluding any shipping and handling fees) if an item is returned within 30 days of the date we ship it to you. Shipping and handling will only be refunded if the problem is the result of our error. Refunds can only be made in the original form of payment and only to the original purchaser. T-shirt returns will only be accepted if they are unwashed and unworn. Recipients of a gift as designated in the ship-to address of the order may exchange returned items only for other items of equal or lesser value. Refunds cannot be issued to anyone other than the original purchaser. (back to top) What payment methods do you accept? We accept Visa, MasterCard, Discover, and American Express. (back to top) Can my order be shipped outside of the United States? We are only shipping our DVDs in the United States and English-speaking Canada. Free-shipping offer good only on orders shipped in the U.S. If you would like to purchase our non-DVD items and you live outside the U.S., please e-mail Jon Mulvaney with your requests: mulvaney@criterion.com. (back to top) What if I want to cancel an order once it's been placed? We try to ship every order as soon as possible, so we may or may not be able to cancel an order that you have placed before it ships to you. If you do want to change or cancel your order once it's been placed, please contact customer service at 1-800-807-6726. (back to top) How much does shipping and handling cost? Domestic Shipping UPS Standard: Free shipping on all orders over $50. Flat rate of $5.95 for orders under $50.
Canadian Shipping Canada Standard Shipping: Flat rate of $10.95, plus $1 per additional item.
Do you charge sales tax? The Criterion Collection is required to collect sales tax on orders shipping to New York and Vermont. If sales tax applies to your order, we'll indicate it on your order confirmation e-mail. (back to top) Is it safe to use my credit card? Shopping online with us is very secure. All pages in the store that ask for or display personal information, including your credit card information are secured by 128-bit SSL (Secure Socket Layer) encryption. Shopping online with this industry standard technology is extremely safe. You can use your web browser to confirm you are on a secure page. (Many browsers including Internet Explorer display a closed lock icon to indicate that you are secure). Also, a URL that begins with "https"indicates that you are on a secure page.
What is your privacy policy? The Criterion Collection is committed to protecting your privacy. We do not sell, trade, or rent your personal information to others, period. (back to top) How do I know if my order has shipped? When your place an order online, you'll get an e-mail confirming your order with item availability and an expected ship date. Then you'll get another e-mail when the order is actually shipped, which will include a delivery service confirmation number. (back to top) How do your T-shirts fit? Please consult our sizing charts on the product pages for proper sizing. T-shirts are fitted and run slightly small. If you're not sure what size to get, we suggest you order a size larger than you would normally buy. We recommend low-heat, tumble, or air drying. (back to top) Do you offer institutional sales? For public performance and nontheatrical rights, please contact Jon Mulvaney at mulvaney@criterion.com. (back to top) Can you tell me more about the weekly $25 gift certificate giveaway? Registered customers at criterion.com who order during the week are eligible and automatically entered into a random drawing. For example, if you place an order between Monday, March 31, and Sunday, April 6, you'll be automatically entered in the drawing held on Monday, April 7. Each separate order gives you another chance to win. We notify the winner by e-mail and if the e-mail address is invalid or the notification cannot be delivered, we will select another winner at random. Our decisions are final. Your odds of winning depend on the number of eligible orders we receive. Purchase is required to be entered. The winners will receive, by e-mail, a $25 gift certificate to use on the criterion.com website. By accepting the prize, winners grant us permission to use their name, city, and state for promotional purposes without compensation or notice to the extent permitted by law. We value your privacy and maintain your information in accordance with our privacy policy. (back to top) Do you have a loyalty program for people who buy directly from your website? We appreciate the loyalty of our customers, and we do offer a gift certificate in the amount of $50 for every $500 spent at our store. Here's how it works: every dollar you spend at the Criterion store (our website only) gets credited towards your total purchases. When you get to $500, we will email you a gift certificate with a coupon code worth $50. To take advantage of this, you must register for a customer account at checkout with a valid email address, so we can keep track of your total and notify you with your gift certificate number. (back to top) Do you offer wholesale pricing? For information on wholesale discounts, please contact Jon Mulvaney at mulvaney@criterion.com. Wholesale sales are final and nonreturnable. |
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