DVD/VHS QUESTIONS
RETURNS
What if my DVD/VHS arrived damaged?
The care we use with our merchandise can only go as far as the post office, and unfortunately packages do occasionally suffer damages in transit. Our policy for the replacement of such items is as follows:
- Send us a quick email explaining the situation to music@soundcity.ca
- We will reply with instructions on retuning the product, and the return address.
- Use USPS Airmail Letter Post service for the return only.
- When we receive the package back we will send out a replacement right away and we will include the postage you used to send it back (USPS Airmail Letter Post rateswill be refunded only).
What if my item is defective?
Our merchandise is all factory sealed and direct from a distributor and as such we are unable to test for manufacturing defects before it is sent to you.
We do not sell bootlegs, screeners, or play-copies.
Our policy for the replacement of such items is the same as the damages return above.
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PAYMENT
Can I pay using Paypal directly?
For efficiency and accuracy in handling your order we prefer if you use the checkout link from our email to you or from the auction page or use this link: Checkout Here!.
If this proves to be a problem, direct paypal payments can be sent to: payments@soundcity.ca
Please include accurate shipping info with your payment, and enough information to link your payment to your specific item.
I used the checkout and chose Paypal, why is my order still pending payment?
You must use the link to paypal on the final page of the checkout to verify your payment. It is fully integrated and as soon as you verify your payment using the paypal link, the status of your order will be updated.
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CHECKOUT PROBLEMS
Why can I not access your checkout with the link?
This can be for a variety of reasons.
The site like any online site does occasionally have technical problems. Channel Advisor is very fast at repairing problems and the site will likely be available if you try again a little later.
It may take time for your purchase to picked up by the Channel Advisor checkout system. Your invoice will be available if you try again a little later.
If you have an old version of your internet browser there may be a compatibility problem - updating your browser should fix this problem.
Webtv or similar services are not always compatible with our checkout and you may not be able to use it. If you find that it is a problem, please contact us with your shipping info and how you would like to pay via email.
Will I get feedback?
We always reciprocate feedback at the end of a transaction. This is a policy we have developed after much experience over many transactions. We want to be sure we leave opportunity for our buyers to approach us with any issues or problems up to the end of the transaction and that we have the opportunity to fix any problems that may occur between payment and receipt of the item. Our feedback is very important to us and we always try to have a positive end to every transaction.
Why didn't I get your winner email?
Online email service providers such as Hotmail, MSN, and AOL may filter out our emails if you have your Junk mail folders active or your filters set on higher security.
If you have a Junk/Bulk mail folder you may find our email there.
If you still find no email you can use the checkout link directly from the auction page you won.
Why haven't you replied to my emails?
We reply to all inquiries within 48hrs and usually sooner (excluding weekends). If you are not receiving an answer from us please check in your bulk/junk folder as it may have been filtered, or check that your account has room to accept new emails.
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SHIPPING
How long will shipping take?
We are in Canada and a number of different services for shipping around the world. Within Canada we use regular CanadaPost parcel mail and will vary based on geographical distances. We are located in southern Ontario. International parcels are shipped using DHL and take 1-2 weeks for delivery on average. US orders are shipped by USPS first-class mail or USPS Media Mail (for heavier orders). First class mail takes 1-2 weeks for delivery and Media Mail can take up to 3 weeks for delivery.
Can I have faster shipping?
For faster shipping to the US, we can ship via USPS Priority Mail. This shipping takes 4-5 business days and we also insure all Priority Mail deliveries.
Can I add shipping insurance?
Shipping insurance is currently available on a per item basis for US orders, now available to add to your order when checking out. We are working with the postal services to work out insurance rates for Canadian and International services.
Will you combine shipping charges?
We will be happy to adjust shipping charges for multiple items. Wait for all of your auctions to end and then use our checkout to have the shipping automatically adjusted. If you can not use the checkout please contact us with your shipping info and we will get back to you with a total.
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DVD and VHS QUESTIONS
What is NTSC?
There are 3 formats used for VHS video tapes - North America uses NTSC format ie. Canada and the US are the same. Europe and the UK use PAL format. SECAM is used by large chunks of Asia. PAL and NTSC are not interchangeable unless you have a VCR/DVD designed to play both formats.
All of our VHS items are NTSC format.
All our DVD items are NTSC format unless otherwise stated. A few DVDs we sell are dual-sided PAL/NTSC.
Region what?
The world is divided into different regions, and not all DVDs are playable in all regions. Most DVDs have one specific Region and are only playable on machines from that region.
