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FAQ

click hereFrequently Asked Questions

Quick answers to our most frequently asked questions.

Questions About Your Existing Order:

Questions About Watching WolfeOnDemand.com Movies:

Answers to questions About Ordering From WolfeVideo.com:

I am having a problem ordering from your site. Whom do I contact?
Please contact our Customer Service department (order@wolfevideo.com or 1.408.268.6782) and we will get back to you fast as we can. Thanks for your patience, we’re excited to help you with placing your order.

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Is it safe to give my credit card number on 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 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 our Wolfe Customer Service team using 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?
For U.S. and Canadian customers, the following credit cards are accepted at WolfeVideo.com: Visa, Master Card, American Express and Discover. For U.S. 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 non-U.S. orders. Please make your check or money order payable to Wolfe. Please mail your order and payment to:

Wolfe
PO Box 64
New Almaden CA 95042

We will process and ship your order as soon as we receive payment and the funds have cleared.

PLEASE NOTE: We do not accept orders from outside of the U.S. and Canada.

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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 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. Or 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 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 our Customer Service team 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?
In general, your order should arrive within 5-7 business days. An online system for checking order status will be available in the future. In the meantime, 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 (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, please take advantage of our returns policy.

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At Wolfe, 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’s professional and courteous Customer Service representatives are available to help you. Our Customer Service department 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 will gladly replace defective or damaged merchandise at anytime after purchase. If for any reason your DVD, Blu-ray, VHS or CD stops performing at its optimal level of performance, Wolfe will gladly exchange your defective or damaged title with a new copy of the same (DVD, Blu-ray, VHS or CD) only. Wolfe 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 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 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.

Our Customer Service department can be reached via email at order@wolfevideo.com or toll free at 1.800.GET.WOLFE, M-F 9AM to 5PM PST. Wolfe 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 preferred. You may prefer partial shipment if all items are not available when your order is placed. If items are simply back-ordered 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 carries a variety of products from many different studios and independent distributors — the release dates of these products 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 cannot be responsible for additional shipping charges in these instances.

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What are Wolfe’s shipping methods/charges?

Please note that Wolfe only ships to the U.S. and Canada.

With our Speedy $4.95 Shipping service for U.S. customers it only takes 3-5 business days for your order to be delivered to your door. For our 2-3 day Rush Shipping service please see the rates below. Please note that package tracking is not available for the Speedy Shipping method. Rush Shipping (2-3 business days) is fastest for phoned in credit card orders (Call 1.800.GET.WOLFE). Rush Shipping orders that have been placed on our website need to add one (1) business day to the processing time. Your Rush Shipping order will be delivered within 2-3 business days from date of shipment. Note that 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 U.S. SHIPPING RATES

Order Subtotal Amount: Speedy Shipping (3-5 Business Days) Rush Shipping (2-3 Business Days)
Under $100 $4.95 $12.95
Over $100 FREE $14.95

WOLFE CANADIAN SHIPPING RATES
CANADA Standard Shipping – Takes approx. 7-10 business days. Please note that Rush Shipping to Canada is Not Available.

If your Cart Qty is: ESTIMATED CANADA shipping cost will be:
1-2 items $9.50 (this figure may be lower or higher depending on your location)
3-10 items $15.50 (this figure may be lower or higher depending on your location)
11 items $24.50 (this figure may be lower or higher depending on your location)
> 11 items Subject to Weight and charged at the time of shipping. Base amount of $24.50 will be calculated at checkout and updated at the time of shipping.

*Shipping charges are per shipment based on availability (and DVD/Blu-ray 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.

If you have any other shipping questions, please contact our Customer Service department at order@wolfevideo.com or (1.800.GET.WOLFE).
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I need help watching WolfeOnDemand.com movies via the Vimeo player on WolfeVideo.com.

Please visit the Vimeo On Demand HELP page or contact the WolfeOnDemand.com Customer Service department at help [at] WolfeOnDemand [dot] com.

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Please note that Wolfe only ships to the U.S. and Canada.

With our Speedy $4.95 Shipping service for U.S. customers it only takes 3-5 business days for your order to be delivered to your door. For our 2-3 day Rush Shipping service please see the rates below. Please note that package tracking is not available for the Speedy Shipping method. Rush Shipping (2-3 business days) is fastest for phoned in credit card orders (Call 1.800.GET.WOLFE). Rush Shipping orders that have been placed on our website need to add one (1) business day to the processing time. Your Rush Shipping order will be delivered within 2-3 business days from date of shipment. Note that 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 U.S. SHIPPING RATES

Order Subtotal Amount: Speedy Shipping (3-5 Business Days) Rush Shipping (2-3 Business Days)
Under $100 $4.95 $12.95
Over $100 FREE $14.95

WOLFE CANADIAN SHIPPING RATES
CANADA Standard Shipping – Takes approx. 7-10 business days. Please note that Rush Shipping to Canada is Not Available.

If your Cart Qty is: ESTIMATED CANADA shipping cost will be:
1-2 items $9.50 (this figure may be lower or higher depending on your location)
3-10 items $15.50 (this figure may be lower or higher depending on your location)
11 items $24.50 (this figure may be lower or higher depending on your location)
> 11 items Subject to Weight and charged at the time of shipping. Base amount of $24.50 will be calculated at checkout and updated at the time of shipping.

*Shipping charges are per shipment based on availability (and DVD/Blu-ray 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.

If you have any other shipping questions, please contact our Customer Service department at order@wolfevideo.com or (1.800.GET.WOLFE).