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Frequently Asked Questions


  • How soon do you respond to e-mail?
  • What are your regular business hours?
  • Can Excalibur offers be combined?
  • How do I buy a Rental DVD?
  • I am unable to log in. Why?
  • What are cookies?
  • Why doesn't my Customer Number work?
  • Do you accept foreign money orders?
  • 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?
  • 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?
  • If I am canceling an item and/or order that has been placed, how should I expect to receive my 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 are your prices so low in comparison to everyone else?
  • What if I don't see the movie I'm looking for?
  • How do you wrap and label your shipping containers?
  • Are the movies you sell un-edited original versions?
  • 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?
  • Are there cities, regions, or countries that you do not ship to?



  • [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 Excalibur offers be combined?

    [A] Sorry, no.



    [Q] How do I buy a Rental DVD?

    [A] You may purchase any rental movie that you currently have out on rent from Excalibur. Whether you are renting the title from our monthly subscription service or our pay as you go A La Carte program, you can buy the movie at our low Used price. The Used price may be found on the movie review page by clicking the "Rent It. Like It? Buy It!" link for the movie in question or you may contact our customer service staff for the Used price information. Email CustomerService@ExcaliburFilms.com or by phone Monday to Friday from 6:30am to 5:00pm at 1-800-289-6684.

    If you would also like to receive the movie artwork and/or case, we will be happy to send it to you for a $2.00 plus standard shipping and handling.


    [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 9.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

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

    [A] In regards to the original box covers: 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 28 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). If the movie is not in stock then there is no average. Some production companies may vary (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). Other companies keep a great inventory and only add another 24 hours to the shipping time, since we have drivers enroute 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.

    We keep a minimum inventory of between 90,000 and 100,000 movies in stock at all times.


    [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. . .

    Shipping, of course, adds to this time factor -- about three days within the U.S. or four days for international shipments.

    We keep a minimum inventory of between 90,000 and 100,000 movies in stock at all times.



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

    [A] It is always our objective to ship your 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. The vast majority of our customers prefer this view-asap delivery concept. If 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 time. But, obviously, we must pass on all of the costs of shipping.



    [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.

    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.



    [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.



    [Q] If I am canceling an item and/or order that has been placed, how should I expect to receive my refund?

    [A] After submitting a refund request, you should have your credit card available that was used when placing your original order. For security reasons, we are only able to offer a refund via credit card or PayPal. In the event that your original credit card is no longer active, you may provide an alternate credit card. If you no longer have an active credit card, simply provide us with your PayPal email address and we can provide the refund to you via PayPal.



    [Q] While I personally feel adult material is not illegal, I am worried about customs taking my movies.

    [A] If you live in a country where international packages tend to be lost, stolen, or confiscated, you can now purchase our insurance which will cover all of these possibilities. If you do not receive your order, you will be refunded 100% of the purchase price (shipping not included). During the checkout process, simply select that you wish to purchase Global Insurance (the cost is $2.95 per disc). Adult sex toys do not qualify for Global Insurance.

    International orders lost, stolen, or confiscated that have Global Insurance added will be subject to a 60-day waiting period before refunds can be issued in order to account for shipping delays.

    For your convenience, if you purchase Global Insurance and would prefer to have us replace the lost, stolen, or confiscated item rather than providing a refund, please advise us of your decision and we will replace the disc(s) at no additional cost. Shipping charges will apply.



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

    [A] "EF Distributors Fullerton, CA 92831-5304"



    [Q] Can you repackage movies in plain movie cases for added discretion?

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



    [Q] What is Generic Packaging?

    [A] The original movie artwork (insert) is no longer being printed.



    [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.



    [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 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. All of our movies are purchased directly from the production companies, not 'local' distributors -- which is another reason our prices are so low.



    [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, 8.00% 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).



    [Q] Are there cities, regions, or countries that you do not ship to?

    [A] Please click here to see our restricted shipping areas.
    http://www.excaliburfilms.com/DoNoShip.htm.



    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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