Product Condition Information and Product Guarantee
• New & Used DVDS:
We strive to provide high quality products to our customers and purchase gently used DVDs & new DVDs. We guarantee the full functionality of all used / new media sold through our online stores. If you have any problems with your product(s) please contact our Customer Service team and they will be happy to assist you. See our Customer Service page for contact info.
• Product Condition Used Blu-rays & DVDs:
Previously Viewed/Previously Played - are movies that were rented in various retail locations. These movies have been reconditioned. We guarantee the full functionality of all previously viewed items. These movies are near mint condition and may include minor cosmetic flaws, but are playable.
Used – is media that we have purchased from our trade in program or from other merchant partners. These products are carefully inspected before purchasing and tested to make sure they have full functionality. All items are reconditioned and packaged to for purchase.
• GOOD AS NEW!
• PROFESSIONALLY REFURBISHED
• WITH STUDIO ART
• 100% GUARANTEED
Q: After I have placed my order, can I check the status on it?
A: YES. In your email confirmation there will be a link to check the status of your order.
Please call: (888) 851-0834 option 2.
for customer support, concerning your the status of your order.
Q: When can I expect to receive my order?
A: When your item ships you will receive an email confirmation. Your item generally will be shipped out within 24 hours. SOME OF OUR ITEMS ARE "PRE ORDERED" ITEMS AND SHIPPING TIME COINCIDES WITH OFFICIAL RELEASE DATE. MEDIA MAIL CAN TAKE ABOUT 7 DAYS. Please be patient, and feel free to email us anytime regarding concerns with the arrival of your item.
As we believe that our responsibility goes beyond just dropping an item into the mail, as a online merchant we have a responsibility to work with the buyer regarding any issues that may arise, and our obligation does not end with payment alone. Please note - shipping insurance is not refundable. The post office does not give refunds when items arrive safely.
Q: I live near you, can I come by and pick my order up?
A: We are not able to accommodate local pick-up of any items.
Q: My sealed item arrived damaged/defective, what do I do now?
A: WE RECOMMEND SHIPPING INSURANCE! If your item was insured, please save all shipping materials, as these will be necessary when presenting your item at the post office.
If your item arrived damaged or defective, we will replace the item, depending on item availability, if you contact us within 3 days of receiving the item. However, THE ORIGINAL DEFECTIVE ITEM MUST BE RETURNED TO US WITHIN 14 DAYS, WITH DELIVERY CONFIRMATION BEFORE we will issue any replacement. Email us with the delivery confirmation number, and we will refund your return shipping (shipping must be via USPS and not priority or express mail, any other methods will not be refunded in full). OPENED ITEMS CAN ONLY BE EXCHANGED NOT REFUNDED.
Q: I don't see the item I've been looking for listed, can you find it for me?
A: Feel free to email us with special requests. If we can find your item, we will contact you via email or by phone.
Q: If I pay via Credit Card / Debit Card can you ship the item to someone else?
A: No. If you'd like us to ship your item to someone else, their address must show on your payment (not just in the notes). WE ACCEPT PAYMENTS FROM AND SHIP TO THE ADDRESS THAT SHOWS ON THE PAYMENT ONLY!
Q: How do I add items to my shopping cart?
A: You can add items to your shopping cart by either using our search engine to find the item(s) that you wish to purchase or by browsing through our categories and/or our website. Once you find an item(s) you'd like to buy, simply hit the button closest to the item(s) you are interested in to add the selected item(s) to your shopping cart. At this point, you can change the quantity of items you'd like to order, delete an item, empty the shopping cart, continue shopping, or check out.
Q: What is your return policy, I changed my mind?
A: Returns are valid only on items in same condition (tags on, sealed) as when sent. Original, as well as return shipping charges will not be refunded, unless the return is due to our mistake. Item must be returned and inspected by us before a refund is issued. Note: No refunds issued for Ultraviolet Codes / Digital Copies once code has been sent.
Please contact us BEFORE you send your item back. ITEMS MUST BE RETURNED WITHIN 30 DAYS WITH DELIVERY CONFIRMATION. Item must be sent back via USPS first class or media mail, and not sent priority or overnight. If you use an unauthorized shipping method you will not be refunded in full. OPENED ITEMS CAN ONLY BE EXCHANGED FOR SAME TITLE ONLY NOT REFUNDED.
Q: Why are your prices are so low?
A: We purchase in bulk from various distributors and video outlets that are going out of business.
Q: Why haven't I received any emails from your company?
A:If you have purchased an item from us and have not received any emails, please note the following:
Be sure that your spam filters are allowing our emails to get through. Our system will always send an email to confirm your purchase, and another email to confirm that we have received your payment. Make sure that the email address you have registered with us is correct as that is where all of our emails are sent. Please add service (at) email@example.com to your contact list or approved senders list to prevent your spam filter from blocking our emails. Emails are answered in the order in which they are received. Please allow sufficient time for a reply.
Q: How to contact us
A: Feel free to email us by using our help desk link:
Franks DVD Movies
PO BOX 94
Oaklyn NJ 08107
(please include ORDER NUMBER). We check email multiple times per day, and you will receive a response within 1 day (or by the next business day if it's a weekend).