Excalibur Films Frequently Asked Questions

Frequently Asked Questions

How soon do you respond to e-mail?

What are your regular business hours?

Can offers be combined?

How do I buy a Rental DVD?

Do you exchange DVD for Blu-Ray?

I am unable to log in. Why?

What are cookies?

Why doesn't my Customer Number work?

Do you accept foreign money orders?

I am getting "Document contains no data" error.

Where can I find a listing of the video companies abbreviations?

Why didn't I get 'Instant Access' when I subscribed?

Why is this a closed site?

Why was my order shipped to the billing address?

How much does it cost to become a member?

What about non-members?

What do our members think about our site?

Why was I charged for shipping twice on a single order that I placed?

How come some movie titles are not clickable?

What is generic packaging?

Why are so many titles not available in their original boxes?

What is the average mailing time for orders?

How do I find out if my local city ordinances forbid browsing your site?

Are transactions on the Internet safe?

If I change my mind after I receive a movie can I return it for a refund?

What can I do to prevent customs officials from taking my movies?

What will my credit card billing statement read?

Can you repackage DVDs and Blu-Rays?

Why does your movie exchange form request *5* titles?

Why are your prices so low in comparison to everyone else?

What if I don't see the movie I'm looking for?

How fast do you ship?

How do you wrap and label your shipping containers?

Are the movies you sell un-edited original versions?

Do you guarantee your movies?

Will I be placed on the Excalibur Films mailing list?

Do you sell your customer names?

Do you charge tax on orders?

What if the movie(s) are lost in transit?

Do you ship outside the USA?

[Q] How soon do you respond to e-mail?

[A] Our standard answer is "Within one working day." This excludes Saturdays, Sundays and Holidays. Usually, during our normal business hours, your questions will be answered much more quickly; But if you do need an instant answer during our regular hours, please call 714-773-5855. Our customer service representatives will be happy to assist you.

[Q] What are your regular business hours?

[A] Customer Service Hours: Monday to Friday, 6:30am to 5:00pm, Pacific Standard Time. Phone: 714-773-5855

[Q] Can offers be combined?

[A] Sorry, no.

[Q] How do I buy a Rental DVD?

[A] With both the DVD Rentz and Hit Movies programs you have the option to buy the rental DVDs in your possession. If you like a particular movie you have rented, all you need to do is simply e-mail us your intentions to keep the movie.

Your cost will be the low discount price listed on the website, minus the rental value paid of $2.95.

If you would also like the Box Cover and all of its original packaging, we will be happy to send it to you for a $3.48 Shipping and Handling fee.

Some customers would just like the electronic art, in which case it is e-mailed at no charge. The choice is yours.

[Q] Do you exchange DVD for Blu-Ray?

[A] Sorry, no.

[Q] I am unable to log in, even though I know I am using the correct user name and password.

[A] Our websites, like many others, use cookies to store certain non-confidential information on your computer while you are using our website.

If you are unable to log in using the correct details then it is very likely that your browser is not enabled to accept cookies,

To change your setting to allow cookies please do the following:

Internet Explorer 6.x (Windows)

1. Pull down the Tools menu and select Internet Options
2. Select the Privacy tab and move the slider to Medium, or click advanced and override automatic cookie handling and accept cookies, and tick to allow session cookies.
3. Click OK

Internet Explorer 5.x (Windows)

1. Pull down the Tools menu and select Internet Options
2. Select the Security tab, highlight Internet and click Custom Level
3. Scroll down to Allow per-session cookies and select Enable
4. Click OK

If you are unsure or have any queries please do not hesitate to contact us.

[Q] Why didn't I get 'Instant Access' when I subscribed?

[A] The problem occurred when you entered an incomplete E-Mail address. The computer doesn't realize that a mistake was made and it automatically shoots your 'Instant Access' either to some stranger whose E-Mail address matches the wrong one you entered, or else the membership number ends up in deep internet space with all of the other lost E-Mails. Now, all you have to do is just fill out the "What is my membership number?" form in our E-Mail section. We will quickly research and correct the mistake and get back to you within one working day.

[Q] Why was my order shipped to the billing address?

[A] In order to prevent credit card fraud on first-time orders or past customers who are no longer in our active database, we always ship to the verified billing address, unless the order has been pre-paid by check, cash or money order.

[Q] Do you accept foreign money orders?

[A] Yes, as long as the money order is in U.S. Dollars and is drawn on a branch office of a U.S. Bank. Otherwise additional fees are charged and your costs would be appreciably higher.

[Q] While browsing through your 100,000 movies, I encountered some titles that could not be "clicked" on to get a description of the movie. Most titles appear in blue and can be clicked on for a description. The titles in question were in black and could not be accessed for a description. Everything else was there: price, order number, etc. My question is, are these movies out of stock, no longer available, or is it just that there was never a description available?

[A] We just have not gotten to those titles yet. Ours is a 'work in progress', as we are adding 2,000 to 4,000 movies each month -- no end in sight...

[Q] Why are so many of the titles I order not available in their original box covers?

[A] In regards to the original box situation: It has now become common in the industry that if a production company runs out of original art boxes -- sometimes as early as six months after release -- that they then send the movies out in generic white boxes (we replace the white boxes with our full-color red Excalibur boxes.) In many cases, the only place in the world that the original box art can be viewed is on our website, since, for the past 27 years, we have archived every single movie that we have sold.

[Q] What is the average mailing time for orders?

[A] In answer to your question: If the movie is in stock -- 24 hours (excluding Saturday, Sunday and holidays of course). If the movie is not in stock then there is no average. Some production companies really stink (such as Leisure Time Productions: they may say they have a movie in stock just to get an order, but then it may be another three months before they actually run the title -- so we end up looking incompetent). Other companies (such as Vivid and VCA) keep a great inventory and only add another 24 hours to the shipping time, since we have drivers stopping there every work day.

Shipping, of course, adds to this time factor -- about three days within the U.S. or four days for international shipments (at least that's what the Post Office promises!) Once again, Saturday, Sunday, and holidays have to be excluded from all of these figures.

We keep a minimum inventory of between 90,000 and 100,000 movies in stock at all times to try to cover our customers' needs in light of the numerous fickle production companies we deal with on a daily basis.

[Q] Why was I charged for shipping twice on a single order that I placed?

[A] It is always our objective to ship your movie order to you as soon as possible. Often one movie will be in stock while another title may not be available for another week or more. Since, what we are retailing is entertainment, we do our utmost to deliver the entertainment to you at our first opportunity -- that way you can view one movie one week and another movie the next. The vast majority of our customers prefer this view-asap delivery concept. If what your desire is to save the Post Office charges, we, of course, will, in the future, abide by your wishes to hold your order until all of the titles are available and ship them to you at that delayed time. But, obviously, we must pass on all of the costs of shipping. We realize that many online companies last year had offered free shipping -- but we also realize, as you do, that most of them have gone out of business -- and those that continue this deadly practice are presently losing hundred of millions of dollars each year; and that they are on the same path as their dead.com predecessors.

[Q] I've read your postings, which caution that your site is closed to a "list of states listed," and a disclaimer that your site could be illegal to browse if local city ordinances forbid it — and the responsibility is on us to find out if it is okay in our area. . .

What, do I call the police station and ask?

[A] Have a "friend" call — just in case. . .

[Q] Are the transactions on the Internet safe?

[A] It depends: If you are a bank, then someone is always going to try to crack your safe (hack into your server). Banking institutions, therefore, have to be inordinately vigilant to a hack attack.

But if you are an individual dealing with an honest company that uses a third party encryption service, you really don't have anything to worry about. I have never heard or read about such a loss occurring anywhere in the world. That doesn't mean it won't happen. But, right now you are just as likely to incur such a loss on the Internet as you are to win the lottery. And, obviously, if you won the lottery you wouldn't care.

We, as a company, go a step further in the protection of our customers in that the server that handles our customer's transactions is not connected to our Internet server. Eventually all companies will be following our lead.

Just make sure the company you are dealing with is honest!

[Q] If I change my mind after I receive a movie from you can I return it for a refund?

[A] Yes, as long as it is still a brand new movie purchased directly from us, unopened and in its original packaging. Movie must be returned within 30 days of purchase. You, of course, must pay all shipping cost plus a 15% handling/restocking fee. If you have opened the packaging, you can always use our exchange program.

[Q] While I personally feel adult material is not illegal, I am worried about those blokes down at customs taking my movies home on the weekend because there's nothing bloody decent on the telly!

[A] If you are at all worried about your movies being 'lost' or stolen in shipping, then, by all means, you should take out the $5.00 insurance we offer. And, in the case of a loss, you will be fully reimbursed for both the value of the movies and your shipping costs. In the future, after a couple of trouble free orders, you may then want to re-consider if there is an actual need for you to purchase the insurance policy. Either way, just do what you think is best for you.

[Q] What will my credit card billing statement read?

[A] "EF Distributors Brea, CA 92821"

[Q] I don't want my husband to know that I am purchasing Adult videos. Can you repackage movies?

[A] We will repackage movies in "General Release" boxes upon request. We will also remove labels and add labels to disguise a video's contents.

[Q] What is Generic Packaging?

[A] The original video box is no longer being printed.

[Q] Hi. . . I recently purchased some movies from you and I am curious about your $5.95 exchange policy. The exchange form that came with the videos says that I am supposed to supply you with 5 titles that I would be interested in, in case my #1 choice is "unavailable." The information on the web page makes no mention of this caveat.

[A] If you want only one specific movie and don't want anything else, that's fine! But there is always the possibility that the movie you are requesting is not in the Exchange Library. Also, if it is an unusual title, it may never be exchanged and therefore will never become available in the Exchange Library. The benefit to you is that if you give us a wider range then you are more likely to receive your exchanged movies back in a speedy manner. We do it to improve customer service.

[USUAL CUSTOMER RESPONSE] My mistake. . . I thought it was a way for you to unload tapes nobody buys. I am glad to hear that is not the case. Thanks for getting back to me so quickly.

[Q] Why are your prices so low in comparison to everyone else on the Web?

[A] Your question really should be: "Why is everyone else's prices so high?!"

Our only secrets are high volume and selling at the lowest possible prices. We buy in massive quantities and pass these savings on to you. The average 'video company' on the web is actually your local video store owner who borrowed a HTML book from his neighborhood library and plugged into the Internet in an attempt to sell his rental overstock in order to make a killing.

Excalibur Films has been in the mail-order business for over 27 years now and has maintained an industry-wide reputation for fairness, leadership and customer satisfaction!

[Q] What if I don't see the movie I'm looking for?

[A] Special Requests are what we do better than anyone else! If we can't find it -- no one can! Just ask and you shall receive (if it is available)!

[Q] How fast do you ship?

[A] Faster than anyone else! This is because no one has an inventory as large as Excalibur. 98% of all orders are shipped within one working day!

[Q] How do you wrap and label your shipping containers?

[A] All orders are shipped in either plain sturdy cardboard boxes or in padded mailing containers. Neither contains any reference to the contents and both have return addresses from "E.F.D." (which stands for Excalibur Films Distributors). Everything is shipped in plain unmarked packages. Everything we mail is discreet!

[Q] Are the movies you sell un-edited original versions?

[A] Some of the movies we sell may have been edited by the production company after their initial release. We have no control of the version a production is presently releasing since it is usually being edited for legal reasons. We, of course only sell the legal version. Unfortunately we have no control over this occurring There are numerous movies that have been released and then re-edited for legal regulations; both adult and general release movies. We do not have a listing of movies that have been edited for legal reasons. We only sell the legal version. We cannot sell versions that are not legal -- even if they were somehow available. All of our movies are purchased directly from the production companies, not 'local' distributors -- which is another reason our prices are so low.

[Q] Do you guarantee your movies?

[A] Your satisfaction is our primary concern. We guarantee all of our movies to be completely free of defects. Should you receive a DVD or Blu-Ray that is defective, we will replace it ABSOLUTELY FREE. For US customers, we will even pay your ground shipping costs both ways!

If you ever receive a defective movie from Excalibur, just use the return address label supplied to you (We try to think of everything in order to make purchasing from Excalibur Films a pleasure.) It's just that simple.

[Q] Will I be placed on the Excalibur Films mailing list?

[A] No, never -- We do not do any promotional mailings to our customers. The only postal mailings you will receive from us will be the products you have ordered.

[Q] Do you sell your customer names?

[A] Positively NOT! We never sell any information about our customers to any other person or business. We respect your privacy and right to be 'anonymous' and will always strive to maintain your confidence in Excalibur Films.

[Q] Do you charge tax on orders?

[A] Only if you are resident of California; If so, 8.75% sales tax will automatically be added to your monthly credit card charges.

[Q] What if the movie(s) are lost in transit, become missing or are accidentally destroyed?

[A] Depending on the circumstances and at the discretion Excalibur Films, the customer will be charged for the loss and/or an added insurance charge will be added to future deliveries.

[Q] Do you ship outside the USA?

[A] Yes, but only to those countries that do not appear on our list of restricted shipping locations, which can be found on the web site order forms.

Excalibur Films, of course, cannot not be held responsible for any shipments seized by foreign customs officials. Foreign customers should check with their country of origin customs officials for laws regarding receipt of adult oriented materials from the USA.

Payment from outside of the United States must be: VISA, MasterCard, American Express, or Discover Card (US Dollars); International Money Orders (US Dollars micro-encoded with a US Bank); or American Express Money Orders (US Dollars).

While we stand behind 100% of all of our published prices and general advertising pricing, we reserve the right to correct any and all computer errors and/or errors outside of our control.

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