I’m having a problem
ordering. Why might this be?
Common problems include entering the incorrect number of items in your shopping
cart; entering the wrong address or credit card number; and not filling out
a required field. Double-check that you have filled in all of the boxes correctly
before submitting your order. This will ensure that your order is processed
promptly and that you receive the exact order you’re expecting.
Will I receive a confirmation
of my order?
Yes. You will receive an email confirmation within a few hours of placing
your order. This receipt will list the items in your order; the dollar amount
of the purchase; and your shipping address. If you don’t receive an
email confirmation of your order, your order has not been accepted. Please print out and keep a copy of your email confirmation.
What do I do if I
do not receive confirmation?
Check that all the address and credit card information you supplied was correct
and that your credit card is valid. Mastercard, VISA, AmEx and Discover cards
will be accepted. Once
you verify your information, then click to submit your order. If your order is declined, you may need to try another form
of payment.
When will my DVD
ship?
Orders normally ship in 1 – 2 business days, depending on the time
of day you placed your order and whether your credit card was approved. Please note that orders placed
in the evenings will not start getting processed until the following day
and that orders placed on weekends will not start getting processed until
Monday. Your order may be delayed if there is a problem with your credit
card or the address information you supplied was not correct.
When will I be billed
and funds taken from my account?
You will not be charged until your order is ready to ship. Normally, your card will be charged and
funds debited from your account within 48 hours of your order.
Who is taking my
money?
Your credit card payment is to Dr. Flix, the film production company. We
made the movie. (You’ll see ‘Dr. Flix presents’ on screen
at the start of the film.) Your
purchase of our film will go directly to the filmmakers, not to middlemen
or distributors, thus enabling us to make more films in the future . We truly appreciate your support!
Where’s my
DVD? When will my order arrive?
The date your shipment reaches you is based on the shipping method you choose.
You can expect a USPS shipment in the USA to arrive in 4 – 17 business
days. With USPS, complaints
will not be considered until three weeks past the ship date. UPS should
arrive the day after shipment. Delays
due to USPS or UPS are beyond our control, but we will do whatever we can
to help. You can track your UPS shipment with the tracking number you receive
with your order.
Will I receive notification
of shipment and a tracking number?
UPS shipments will receive a tracking number.
All other shipments do not have tracking numbers. You will not receive notification
of shipment.
I have a question
about the film that is not related to a problem with ordering. Who do
I contact?
For general queries, please contact info@dtkmovie.com
Need further assistance?
Please put all relevant information regarding your order in an email to dtk@cinemagnetics.com. Make
sure the “Subject Line” contains your order number and a description
of your problem. Please use the classifications below,
when appropriate:
PAYMENT
PROBLEM
DVD
PROBLEM
SHIPPING
PROBLEM
A representative will contact you via email in 1 – 2 days to resolve the problem.
You can also reach us at 800 428 1709. If
you choose to call us and you reach our voicemail service, please – speaking
slowly and clearly – leave us your order confirmation number and
a phone number at which we can reach you.
We hope you’ll be
happy with your DVD.
The DTK Team