Frequently Asked Questions (FAQ)

General

Q: Where are you located?

A: New Jersey U.S.A.

Q: What region are the DVDs you sell?

A: We only sell Region 1 (NTSC) DVD's unless noted otherwise in the title information/synopsis. For Blu-Ray they are coded region A/1 predominately and returns will not be accepted on the basis they won't play in other region code machines even if stating they are region A,B or C. This is due to other region coded machines requiring upgrades to firmware etc to enable them to play. HD-DVD at this time is not region coded but same will apply if region coding is introduced for this format.

Q: I have selected my local countries currency when visiting your site. How will I be charged?

A: All billing is done in Unites States Dollars (USD). We provide a currency convertor on site as guide only.

Q: When do you debit my credit card?

A: We only place a debit to your card when your order enters pre-shipping status.

Q: What is decription on Credit Card Charge?

A: Consolidated Shipping (on some statements it might be shown as SMART PLACE).

Q: Does the amount my invoice indicates as total charge include taxes/duties.

A: If you are a New Jersey resident then we must charge local sales tax and this will be reflected in your account itemized separately otherwise all other US residents are exempt from sales tax. All international customers it is your responsibility to pay the appropriate local customs duties and taxes. Any refused shipments will have the incurred charges debited to the customer inclusive of shipping.

Returns

Q: What is Adult DVD Pacific's return policy on damaged/faulty discs?

A: We will gladly replace (for same title ONLY) any faulty discs within 14 days of receipt of order. We would firstly request that you attempt to play the disc in question on another player to ensure the problem is not player/disc specific. With discs that come loose in transit within their case surface scratching can result but fortunately this rarely results in playback errors. If you find playback errors are occurring then attempt to clean or even lightly polish the disc to see if this remedies the situation. If the above fails then please e-mail our returns and replacement department on returns@adultdvdpacific.com with your name and Invoice ID and nature of fault. They will issue you a Return Authorization Number and instructions on procedure for return. Replacement discs will not be sent until we have received the return and verified the faults.

Q: Will you refund my postage costs for returning a faulty title?

A: Yes. We will place a credit to your Adult DVD Pacific membership for these costs. No credits can be applied to a credit card directly.

Q: I ordered a title in error, can I now return this?

A: We will allow a grace period of 14 days from receipt of order to return any title assuming it has not been opened and is in exact same condition as when shipped. We cannot accept any return that has had shrink-wrap or security seals removed. Credit for these returns will only be applied to your Adult DVD Pacific member account. No refunds will be applied to a credit card. If you wish only to have credit applied to your credit card then we must impose a 15% restocking fee to cover costs associated with the return.

Q: I returned a title and would prefer a credit rather than replacement.

A: We will only replace damaged or faulty titles for same title only. Credits will not be provided.

Q: Can I return a sex toy/novelty product?

A: Due to the intimate nature of most of the products we sell, we do not accept returns. To understand this policy, ask yourself if you would want to use a product that had already been shipped to someone else. As a result, it then becomes necessary to test all products requiring batteries before they are shipped to the customer to ensure they are functioning properly. This is for your protection (note: due to our testing policy, you may see certain products factory sealed packaging carefully opened to complete the product test). Further, any item that covers an intimate area is absolutely not returnable for your protection as well, but it is also the law. By law, thongs, g-strings, teddies, bras, bikinis, and other intimately worn apparel are not returnable.

Orders

Q: What is the status of my order?

A: Your order status is available on-line 24 hours a day when logged into your member account. Check your Invoices section for details on any order you have placed with Adult DVD Pacific. Please remember all Orders will ship under an Invoice so information on charges, shipping status, back orders are best viewed from your Invoices history within your member account.

Q: Why are in stock items showing as back ordered in my account?

A: Please allow enough time for your order to be processed and updated to web after submission of your order. Generally within 3 to 12 hours Monday to Friday ONLY.

Q: When will my back ordered title be available?

A: Adult DVD Pacific does hold extensive stock on all titles wherever possible but occasionally titles will go out of stock. We endeavor to return to stock any and all titles that may be in a back ordered status as quickly as we are able. If studio/vendor has stock available then generally it will be returned to stock within 1 to 2 weeks. If you notice that a title has been back ordered longer than this time then vendor must also be out of stock. It is difficult to then give any accurate estimation of when stock will be available again in these instances.

Q: Can you hold my shipment until all items are available to save on shipping cost?

A: No, You can now enjoy free shipping domestically with media mail on all orders and for international customers there will only ever be a one base shipping charge added to your order. This means on both international and domestic orders available items immediately will ship immediately and the rest will ship as and when they come back into stock at no additional shipping costs.
The option of "Hold till complete and Combine" will remain for courier shipments.

Q: I have placed more than one order but want them shipped individually as placed. Can you do this?

A: Yes. We will not combine any orders unless you have specifically requested to do so and this option is only available for international and domestic courier shipments. There is no way to combine any mail shipments. We may at our discretion split any order placed and ship in separate shipments (primarily due to stock issues) but there will be no further costs to you associated with this if we do.

Q: Can I add to an existing order for shipping complete when all items are available?

A: This option is only available for Domestic and International courier shipments. For all mail shipments you must generate and place a new order and they will be shipped as placed.

Q: If I select "Ship what is available" as my shipping option will each shipment incur separate shipping charges if all items don't ship at same time?

A: Yes. We will ship all in stock items immediately from a ship what is available order and then if any titles are remaining they will ship as stock becomes available and will incur separate shipping charges. If you wish to save money on shipping costs or ensure orders are shipped as submitted then please select either applicable hold till complete options.

Q: How do I delete an order or part of an order?

A: Please e-mail orders@adultdvdpacific.com and this will be taken care of promptly. If your order has already entered final processing or pre-shipping status then no changes can be made. Order cancellation will soon be available to you from within your account also.

Shipping

Q: How can I track my package from USPS?

A: You will receive an e-mail upon shipping that provides you with a delivery confirmation number and link to USPS web site for domestic Priority mail shipments only. Please remember this is not a tracking number and only provides confirmation upon delivery. For Media and International mail there is no delivery confirmation provided.

Q: How can I track my Air or Ground Courier shipment sent by FedEx/UPS/DHL?

A: The tracking number for these shipments will be sent to you via e-mail and can also been seen in your account. Remember to allow enough time for the tracking details to be processed within the appropriate shippers system before commencement of tracking.

Q: What countries does Adult DVD Pacific ship to and what are the rates?

A: Complete details on this question can be located on our shipping info page.

Q: What happens if a shipment is lost in the mail?

A: No shipment can be assumed lost until the expiration of 15 business days from time of shipment for Domestic Priority and 20 business days for domestic Media Mail. 25 business days for USPS International Priority Air Mail and 30 business days for USPS International Surface Mail. If you are unfortunate enough to have not received a shipment past these mandatory wait times as specified above then please contact our Returns & Replacements Department on returns@adultdvdpacific.com and advise of non delivery. All reports for undelivered shipments must be received within 90 days of departure from our warehouse. Adult DVD Pacific accepts no liability for lost shipment reports after the expiration of 90 days.

Q: Can I receive a credit for my lost shipment?

A: No. We will only replace lost shipments with same titles only.

Q: Can I insure an International Mail shipment?

A: No. There is no insurance option for these types of shipments. If you are concerned about your shipment in any way we suggest you use the courier option which provides full tracking and insurance options.

Q: How many items can I have shipped at once?

A: There is no limit with courier or domestic mail shipping. With International Mail shipments only you may also order as many items as you wish but we will separate the shipments to a maximum of 9 to 12 items in any one shipment depending upon if box sets etc. We must employ this restriction on international mail shipments primarily because USPS imposes a 4lb maximum weight limit on all international mail. Domestic mail shipments are not subject to the 12 item limit although we may upgrade your shipment to a courier ground service dependant upon weight and value of any single shipment. This upgrade will be at the sole discretion of Adult DVD Pacific. There will be no additional charges applied for an upgrade in shipping at our discretion.

Q: How do you determine the items count for titles where shipping charges are applied?

A: This is based on the number of discs or weight of a title. The weight will be the overriding criteria for larger box sets, special edition packages etc. The items count for all titles will be displayed in your member account under both invoices and order history and also at check out. Pre ordered titles may only have their items count set after receipt of the product and you will see this adjustment if necessary before your invoice is processed in your member account. This criteria is only applied to products over a specified weight that subsequently will incur a shipping charge and be marked as not available for free shipping on the product information page.

Q: When will I receive my order?

A: This depends on the method you select for shipping and guidelines for this are provided on our shipping info page.

Account

Q: Is there any cost to be a member with Adult DVD Pacific?

A: Absolutely no costs or commitments are associated with your membership at Adult DVD Pacific.

Q: How do I cancel my membership?

A: If at anytime you need to cancel your membership just drop us an e-mail to accounts@adultdvdpacific.com

Q: How do I make changes to my account?

A: Any and all changes to your account you can perform yourself when logged in by our secure server to your membership.

Q: Why have you asked me to provide a credit card statement?

A: This is only done in exceptional circumstances where the threat of possible fraud may be evident. We will only impose this imposition if absolutely necessary and it is intended to protect both you the customer and us against the possibility of credit card fraud.

Q: My Invoice states "Payment Requested". What does this mean?

A: Typically this would mean we have been unable to place a debit to your credit card for the invoice amount. You should receive an automated e-mail concerning this at time of processing but if not then please drop an e-mail to declines@dvdpacific.com and they can advise you further.

Q: I have provided more than one credit card in my member account, which one will be used when my invoice ships?

A: The primary/default card will always be used in the first instance and that is the card submitted/selected when you placed your order. If this declines we will automatically try any secondary card to ensure speedy processing of your orders.

Please remember if something you are looking for is not found in this FAQ or other areas of our site then just drop us an e-mail to the appropriate department and your questions will be answered promptly. Customer service is always a priority with Adult DVD Pacific and we are here only to assist you and make your on line shopping experience enjoyable!