2. I haven't received my videos yet.

3. I want to cancel an order or videos, what should I do?

4. How can I get my videos faster?

5. What should I do if I lost my return mailer?

If you order a video that is in stock before 10 am PST M-F, your video will be shipped that same day, otherwise your video will be shipped the next business day.  Depending on where you live, your video should arrive to you in 2 - 3 business days from the day we ship your order. Back to Top

2.  I haven't received my video yet.

a.  I have received a shipment confirmation, but it has been over 7 days and I have not received my video.

Generally it takes only 2-3 business days from the day we ship the video for it to arrive in your mailbox. There may have been a delay due to circumstances beyond our control. If it has been over 7 days since you received an email saying that your game has shipped, please email us at [email protected] with "Game Has Not Arrived" written in the subject line. Include your name, user ID, and order number and we will respond promptly. Back to Top

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b. Why didn't all my videos arrive in the same package?

This is good for you. Separate packaging allows you to return each video when you are finished watching that particular video. If all your videos shipped in the same packaging, they should be returned in the same packaging; otherwise, you must pay the mailing fee.

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c. Did you get my video back?

When we receive your video, we will promptly send an email confirming that we have received it. If it has been more than a week since you mailed your videos and have not received an email confirmation, please contact us at [email protected]. Please include your name, user Id, order number and videos. We will promptly respond.

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We can only cancel your order if your videoe has not been shipped. Please write to [email protected] with "Cancel Order" written in subject line. Please provide us with your name, user ID, order number, and
the videos you want to cancel. Providing this information will help us expedite your request. If you want additional videos, just order them.

If we have already shipped your videos it is not possible to cancel your order.

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4. How can I get my videos faster?

There are a few things you can do to get your video faster.

Order your video before 10 am PST M-F. If you order a video on Friday after 10 am PST, your order will not be processed until Monday. That is three whole days before we even process your order. You will then have to wait an additional 2-3 days for the
video to arrive in your mailbox. Why wait? Think ahead and order before 10.  Make sure that your shipping address is accurate.  Make sure that your billing address and credit card information are entered correctly. If this information is entered incorrectly, your order cannot be processed as quickly and as a result may not be shipped as quickly as it could have been.

Want to have the video by the weekend? Place your order by 10 am PST on Monday. If your order is placed by 10 am PST, it will be shipped that day and there should be
ample time for your video to arrive in your mailbox by the weekend.
 

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One option is to request a new mailer. Please email us at [email protected] with "Lost Mailer" written in the subject line. Include your name, address and order number in the body of the text. We will send you another package for your rental return. Please allow 2-3 days for delivery. Please note that you will be charged a $3.00 fee if we send you a new mailer.

Also, you may return your video in secure packaging to:

Video World
6666 Clark, Montreal
Quebec, H4X S5W
Canada

Please include your name, address, and order number on the outer package. Failure to include this information we delay our ability to process your return by 4-6 weeks. Please note that videos damaged in packaging not provided by Video World will be your responsibility.
 

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