Frequently Asked Questions

Quick answers to our most frequently asked questions.

Answers to questions About Ordering From wolfevideo.com:

I am having a problem ordering from your site. Whom do I contact?
Please notify our customer service department with any questions (order@wolfevideo.com or 1.408.268.6782). Your question will receive a prompt response with instructions. Thank you for your patiencs.

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Is it safe to put my credit card number over the Internet?
Shopping online with wolfevideo.com is safe and easy.
The security of your credit card information as well as all your personal information is our top priority and we guarantee that every transaction you make at wolfevideo.com will be 100% safe. Our secure server software is the industry standard and among the best software available today for safe and secure commerce transactions. This technology encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. Wolfe's Security Guarantee protects you while you shop at wolfevideo.com, so that you never have to worry about the safety of your card or personal information.
Entering your credit card number on our site is safer than using it at a retail store or restaurant. But if you still don't feel secure, please fax in your order to us at 408.268.9449.
If you don't have access to a fax machine, we'll be happy to take your order by phone. You can speak to a Wolfe Pack rep on our toll free number, 1.800.GET.WOLFE (1.800.438.9653, Weekdays 9-5 PST. If you are calling from outside the US, please call 408.268.6782 from 9:00 AM to 5:00 PM PST Monday through Thursday).

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What payment options do I have? To what address do I send my check or money order?
The following credit cards are accepted at wolfevideo.com: Visa, Master Card, American Express and Discover.
For domestic purchases only, Wolfe also accepts checks or money orders (drawn from U.S. banks in U.S. currency only). We cannot accept checks or money orders for International orders.
Please make your check or money order payable to Wolfe Video. Please mail your order and payment to:

Wolfe Video
PO Box 64
New Almaden CA 95042
We will be happy to process and ship your order as soon as we receive your payment and the funds have cleared!

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Can I fax in my order?
You may fax in your order to 408.268.9449.

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Do you accept Institutional purchase orders (i.e., for schools and businesses)?
Wolfe Video accepts purchase orders from U.S.-based businesses, organizations, and accredited schools. We offer personalized service to each of our institutional accounts. If you are affiliated with a U.S.-based accredited school or retail business and would like to place an order, please contact us at 408.268.6782.

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Do you have a catalog?
Yes, we have a beautiful FREE color catalog available. You may download the catalog in PDF format here.  If you would like to receive the catalog through US mail, call 1.408.268.6782 or email order@wolfevideo.com, or send your full name and complete mailing address to Wolfe Video Catalog Request, PO Box 64, New Almaden, CA 95042.

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What is a cookie and why does wolfevideo.com require them?
A "cookie" is a small piece of information that wolfevideo.com temporarily stores with your Web browser so that our server can remember and retrieve specific information about your movie(s) and your order(s) in order to better serve you. Cookies are the most efficient way for each Web browser to keep track of customer information.
For example, the list of titles you add to your Shopping Cart during a particular session is stored as a cookie by your Web browser to maintain the status of your Shopping Cart while you search for more titles. We do not store confidential information as a cookie. All confidential information transmits to us via our secure server and is stored in our secure and protected database.

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What kind of packaging will you use to ship my order?
All orders are DISCREETLY shipped in a plain padded envelope or cardboard box. No rainbow flags or pink triangles - we promise!

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Questions About Your Existing Order:

How do I know if Wolfe Video received my order?
Within 24 hours of placing your order, you will receive an email confirmation from Wolfe Video. If you do not receive this confirmation, it is possible that you entered an incorrect email address in your order. In this case, please contact Customer Service to verify your email address (order@wolfevideo.com or 1.408.268.6782).

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How do I check the status of my order?
Your order should arrive within 5-7 business days. Online status will be available in the future. In the mean time, please call or email our customer service department with any questions (order@wolfevideo.com or 1.408.268.6782).

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How do I change or cancel my order?
To cancel or change your order, please notify our customer service department with any questions (order@wolfevideo.com or 1.800.GET.WOLFE).
If you've ordered new movies and are having them sent to a domestic U.S. address, please note that once you submit your order, it is immediately transmitted to our fulfillment center for processing and shipment to you.
In most instances, we cannot call the order back at this point. If you receive an order you already canceled with Wolfe Video, please take advantage of our returns policy.

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At Wolfe Video, we promise to stand behind all the products we sell. If you have received any merchandise that arrives to you damaged, defective or does not perform up to standards, simply follow the simple directions outlined below. If you still have additional questions, which are not addressed here, Wolfe Videošs professional and courteous Customer Service Representatives are available to help you. Our Customer Service Representatives can be reached via our Toll Free Order Line at 1.800.GET.WOLFE (1.800.438.9653) weekdays 9-5 PST or via email at order@wolfevideo.com.

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DEFECTIVE/DAMAGED MERCHANDISE:

Wolfe Video will gladly replace defective or damaged merchandise at anytime after purchase. If for any reason your VHS, DVD or CD stops performing at its optimal level of performance, Wolfe Video will gladly exchange your defective or damaged title with a new copy of the same (VHS, DVD or CD) only. Wolfe Video does not allow exchanges for a different title on damaged or defective merchandise.
Simply mail the item to us with a completed Returns/Exchanges form (shipped with your order) or include a letter with the reason for your return and the resolution you are seeking. Our mailing address is PO Box 64, New Almaden CA 95042.

EXCHANGES:

Wolfe Video will gladly exchange a movie you received for any reason as long as it meets the following conditions:
  1. Must be done within 30 days of receiving merchandise.
  2. Must be in new and unused condition.
  3. Must be in original plastic sealed wrap with all original stickers/tags affixed.
  4. Must not have been opened or viewed in any way.
Please note the customer is always responsible for any and all additional charges resulting from an exchange. This includes any & all additional shipping fees, which may be incurred.
Simply mail the item to us with a completed Returns/Exchanges form (shipped with your order) or include a letter with the reason for your return and the resolution you are seeking. Our mailing address is PO Box 64, New Almaden CA 95042.

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MIS-SHIPPED MERCHANDISE:

If you receive the wrong title, DO NOT OPEN IT! Immediately contact one of our Customer Service Representatives who will be happy to assist you in getting the correct title shipped to you immediately. RETURNS for mis-shipped items will not be accepted if they are opened.
Simply mail the item to us with a completed Returns/Exchanges form (shipped with your order) or include a letter with the reason for your return and the resolution you are seeking. Our mailing address is PO Box 64, New Almaden CA 95042.
Customer Service can be reached via email at order@wolfevideo.com or toll free at 1-877-435-7963, M-F 9AM to 5PM PST.
Wolfe Video reserves the right to change or revise these policies at any time.

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What if all the items in my order aren't ready at the same time?
When you place your order, our system will ask if you want your order shipped complete or if partial shipments are OK. You may prefer partial shipment if all items are not available when your order is placed. If items are simply backordered due to an inventory shortage, we will absorb additional shipping costs. If items have a future release date, and a partial shipment is requested, the customer is responsible for additional shipping charges.
If you request complete shipment, please note that your order will be delayed by any products with future release dates. If a title has a future release date, it will be noted in the product description. Wolfe Video does represent many studios and independent distributors and release dates sometimes change without notice. We will do our best to keep you informed when this happens, but it is possible that release dates will change without notice and Wolfe Video cannot be responsible for additional shipping charges in these instances.

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What are Wolfe's shipping methods/charges?
Wolfe only ships to the U.S. and Canada.
Our Fast Budget Shipping service is 5-7 business days via Priority Mail. FedEx or UPS shipping is also available.
 Package Tracking is not available for Flat Rate Shipping or Fast Budget Shipping methods. Please note that the Flat Rate Shipping method is USPS Media Rate.

Rush Service (3-4 business days) is available for phoned in credit card orders (Call 800.438.9653). Rush Service orders that have been placed on our website need to add one (1) business day to the processing time.  For example, if you place a Rush Shipping order via the website on a Friday, the order will be processed the next business day (Monday) and shipped as soon as the order is available (usually the same day unless items are pre-ordered or back-ordered). Your Rush Order will be delivered will be within 3-4 business days for date of shipment. If you select Rush shipping and an item is back-ordered, you will be notified that the order will be delayed.

Please note: All orders are DISCREETLY shipped in a plain padded envelope or cardboard box. No rainbow flags or pink triangles - we promise!

WOLFE SHIPPING RATES

*Shipping charges are per shipment based on availability (and release dates are subject to change). If you have ordered an item with a future release date, please indicate if you would like us to hold your order to ship all at once, or incur additional shipping charges for multiple partial shipments.

Contact customer service for questions about any other shipping questions at order@wolfevideo.com.

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