FAQ:

 

1. Technical assistance? - Assistance Placing an Order If you are having problems placing an order:

- Try refreshing or reloading the page.

- Email Customer Service at here

2. What Browsers We Use? -

-Internet Explorer 6 or better

-Firefox 2 or better

3. What are your shipping rates? -

See Shipping Rates

4. How do I contact customer service? -

Contact us here

5. Am I charged shipping for returns or exchanges? -

If you are returning an item for a refund, please be aware that you will be refunded for the price of the item only. Original shipping charges and return shipping charges will not be refunded.

If you are returning an item for an exchange, you will not be billed additional shipping charges for the shipment of the exchange item.

Please also note that if you have received a damaged or defective item, you should not return it - please contact us first here for further instructions.

6. What are your conditions for returning items? -

For a refund of the purchase price, items must be returned within 30 days from the date of shipment. Item(s) must be returned in new condition, in original boxes (whenever possible), and with all paperwork, parts, and accessories to ensure full credit. Please note that shipping charges will not be refunded for returned merchandise.

PLEASE NOTE: Items that have been opened and used cannot be returned. We ask that you do not return merchandise which is damaged, defective, or different than what you ordered. If you received the wrong item, or if the item you received is damaged or defective, please email our customer service department here.

7. What if I received a defective item? -

If your item appears to have a manufacturing defect please notify us here. Please explain what is wrong with the item and remember to include your order number. We will happily replace it for you.

We ask that you do not ship defective merchandise back to us, as we are unable to reimburse you for the costs of return shipping. Instead, please hold on to any defective merchandise while your replacement item is being shipped to you. In some cases we may ask the shipping carrier to collect the defective item at our expense.

8. How do I return an item? -

Send to:

BIG FISH PRODUCTIONS

55 Tamaki Drive

Mission Bay

Auckland

New Zealand

+64 9 528 3333

*PLEASE BE ADVISED THAT OPENED/UNWRAPPED DVD'S AND DVD POSTCARDS CANNOT BE RETURNED.

9. How do I cancel my order? -

Unfortunately, we are not able to cancel orders for in-stock merchandise once the order has been received by our fulfillment center. We begin processing orders as soon as they are submitted, and while we hope that in most cases this expedited order processing works in your favor, we regret that it can make it very difficult to cancel orders before they ship.

If we are not able to prevent your order from shipping and you no longer wish to receive it, we recommend that you refuse the order when the shipping carrier attempts delivery. That way, the merchandise will be brought back to our fulfillment center at no additional cost to you. You will be refunded for the value of the merchandise as soon as it arrives back at our fulfillment center.

10. Legal Statement:

All trademarks, service marks, and trade names, and logos are proprietary to Big Fish Productions BFP Ltd. and this web store. Except as otherwise provided herein, you may not reproduce, perform, create derivative works from, republish, upload, edit, post, transmit, or distribute in any way whatsoever, any materials from this Site or any other Web site owned or operated by Big Fish Productions BFP Ltd. without prior written permission. However, you may download or make one copy of the Site Materials, and other downloadable items displayed on the Site, for personal, non-commercial home use only provided all copyright and other notices contained in the Site Materials are left intact.

Any modification of the Site Materials, or any portion thereof, or use of the Site Materials for any other purpose constitutes an infringement of Big Fish Productions BFP Ltd. copyrights and other proprietary rights. Use of the Site Materials on any other Web site or other networked computer environment is prohibited without prior written permission.

11. When will my exchange item be shipped? -

Most exchanges are shipped out within 2 weeks of the original item being received back at our warehouse. However, please understand that exchange processing times may vary depending on season and product availibilty. If we do not have your requested exchange item on hand, we may issue a refund for your returned merchandise instead. We will make every effort to fulfill exchange requests whenever possible.

Please note that we are not able to fulfill refund requests if the item requested costs more than the item being returned. Because we do not store our customers' credit card information on file, we are unable to charge your card for any difference in price. Please accept our apologies for any inconvenience this may cause.

12. When does my credit card get charged? -

When you place your order, we will authorize your credit card for the full amount of the purchase. An authorization is performed to make sure the funds are available in your credit card account. Please be aware that while an authorization may place a temporary hold on the funds in your account, it does not actually withdraw any funds.

We will only withdraw the funds from your account after your items have shipped. If your order leaves our warehouse in multiple shipments, you will see multiple charges to your account. This is because you are charged for items as they leave our warehouse (never before).

13. What methods of payment do you accept? -

We accept most major credit cards, including Visa, MasterCard, and American Express. You can also pay using PayPal.

14. I received an item that I didn't order. What do I do now? -

If you received the wrong item, please notify us and please describe the item you received. We ask that you do not return the item to us, but please hold on to the item until the correct item arrives. In some cases, we may ask the shipping carrier to collect the mis-shipped item and return it to us.

15. Can you send me a Catalogue with a listing of all your products? -

Sorry, but we don't have paper catalogs available at this time. However, our complete inventory of available merchandise can be viewed and purchased through the web site. We are currently working on a PDF catalogue so our products can be viewed offline and printed.

16. What are DVD region codes? -

Global region codes identify specific DVDs that are compatible with the players typically sold in that region. The majority of all current titles play in only one specific region unless otherwise noted.

17. What region and format do your DVD's use? -

Our DVD's play in all regions, meaning that wherever you are in the world, these DVD's will play on PAL and NTSC compatible systems. Most newer DVD players can play both formats, but we recommend you check before purchasing. We have both PAL and NTSC formats available for most of our products. Refunds will not be considered if the wrong format is purchased.

18. What if I receive a damaged item? -

If an item is damaged in shipping, please send us an email with your order number, and let us know which item was damaged. We will initiate a claim with the shipping carrier, and we will have a replacement item sent to you. We ask that you do not ship damaged merchandise back to us, but please hold on to it until your new item arrives. In some cases the shipping carrier may want to collect the damaged merchandise as part of the claim process.

19. Do you ship to P.O. Box addresses? -

Sorry but we do not ship to P.O. Box addresses.

20. Why was my order cancelled? -

An order can be cancelled for various reasons. In every instance, we make every effort to communicate with you prior to cancelling the order. We sincerely apologize if your order was cancelled without your knowledge.

Orders may be cancelled because of concern with credit card fraud. If you provided a billing address which does not match the information on file with your credit card company, your order may be cancelled. Similarly, if we were attempting to contact you to verify charges on your card and we were not able to reach you, your order may be cancelled.

Orders can also be cancelled if they have been in a backorder (out of stock) status for more than 90 days, or if an item you ordered has been discontinued and will not be available to ship again. Again, we always try to inform our customers of these issues prior to order cancellation. Please be aware that you are never charged for cancelled items: we never bill our customers until an order has been shipped.

21. How can I tell if my order was successfully placed? -

You will receive an order confirmation via e-mail within two hours of placing your order. This confirmation will provide you with your order number and details, and will indicate the total value of the merchandise purchased.

22. What if an item is missing from my shipment? -

If an item is missing from your shipment, please contact us here, and specify which item is missing. Please remember to reference your order number in the email. The missing item will be shipped to you promptly.

23. Do you ship on weekends? -

We do not ship on weekends. We regret that at this time we are also not able to offer Saturday delivery on our shipments.

24. When can I expect my refund? -

If you returned merchandise to our warehouse for a refund, you can expect your refund within 2 weeks of the item arriving back at our warehouse.

If you are awaiting a refund due to a shipping carrier claim (eg: for lost or damaged shipments), please understand that the claims process can vary based on the shipping carrier and the specifics of the claim. Most claims are resolved within 14 business days.

25. Do you accept other methods of payment than the ones listed? -

Unfortunately we cannot accept cheques, money orders, e.t.c. Only the methods listed.