FAQ

 

GENERAL QUESTIONS :
 
How secure is my Credit Card and personal information?
Security is a top priority at FlixFlow.com.  Your transactions are protected by a secure 256 bit SSL connection. This encrypts your personal information and credit card numbers when they are sent to our server.
 
Do you sell Customer Data?
No, we do not sell/trade any of your personal information including phone numbers to any third party. Your name will never end up on a mailing list as a result of becoming a member of  FlixFlow.com. We NEVER release information about our members to a third party.
 
What is your Privacy Policy?
Please refer to our Privacy Policy link. It is current as of date.  Any changes will be posted at this link.
 
I am not getting any emails from FlixFlow.  What do I do?
Please check to make sure your email spam filter is not blocking our emails from FlixFlow.com or that your email service is not sending our emails to your junk email box.
We send emails to the email address that you used to sign up with. If you did not receive an email notification from us, it is possible that you did not enter the correct email address when you first registered.
You could also add support@FlixFlow.com to your address book.
 
I cannot log into my account?
Please check the username and the password you are entering. Please note that the password is case-sensitive. If this does not work, then use "Forgot Password" link to get the password mailed to your account and try login with the information contained in the email.
 
How can I contact you?
Our Email address is : support@FlixFlow.com
Our mailing address is :
FlixFlow.com
P.O.Box 770874
Woodside, NY 11377
 
Do you charge sales tax?
New York residents pay 8.35% sales tax.
 
Are you open on Holidays?
We ship via the United States Post Office, so we if they are closed, we are closed. The only additional day that we do not ship is the day after Thanksgiving.
 
PURCHASES :
 
Do you ship Bollywood (Hindi) DVD's and CD's overseas (International Destination)?
Yes, we ship Hindi DVD's & CD's worldwide.
 
Do you ship Hollywood (English) DVD's & CD's overseas (International Destination)?
No, we DO NOT SHIP ALL English movies & CD's to international destinations.  Certain titles may be shipped to International destinations.  Please check with us at support@FlixFlow.com before ordering.
 
When is my order going to be shipped?
Completed orders received before 2.00 p.m. E.S.T. (Mon - Fri) ship the same day. Orders received after this time frame ships the next working day.
 
How can I track my order?
Details of all your orders can be found at "MY ACCOUNT" tab.
Orders shipped within the USA will have a tracking number.
International orders will NOT HAVE a tracking number. International orders will have the Custom Label Number.
 
How much is shipping?
Shipping charges are as follows :
1) - Shipping within the USA :
First Item : $2.98
Each additional item : $1.49
Multi DVD/CD sets and heavier sets will have different shipping charges and will be specified in the item detail page of the item.
 
2) - Shipping to Canada :
First Item : $4.99
Each additional item : $2.00
Multi DVD/CD sets and heavier sets will have different shipping charges and will be specified in the item detail page of the item.
 
3) - Shipping to all other International Destinations :
First Item : $5.99
Each additional item : $5.00
Multi DVD/CD sets and heavier sets will have different shipping charges and will be specified in the item detail page of the item.
 
A street address is required for all international shipments. Any customs, taxes, import duties, or any other applicable charges are your responsibility and are collected once the package reaches your country. We have no jurisdiction over these expenses and cannot determine what they may be. Customs polices vary widely from country to country; please contact your local customs office for further information. Typical delivery is 10 - 20 business days.
PLEASE NOTE: Because we cannot track international shipments, we cannot refund any items not delivered/lost/stolen or damaged during shipping.
 
What is your shipping method?
Orders will ship either by United States Postal Service ("USPS") Media Mail or First Class Mail. Orders of 6 or more item generally ships via USPS Priority Mail (at our discretion).
 
Can I cancel my order?
All orders can be canceled before they are shipped out. (Please drop us an email at support@FlixFlow.com) Once an order is shipped out, you could send it back without opening the package and we will refund  the full purchase price. Please note that Shipping and Handling Fees are non-refundable. Once any item/items are opened, they cannot be refunded. (Exception - Defective items will be exchanged for the same title).
 
What is your return policy?
We will gladly accept any unopened and/or unused items returned within 15 days of order. Upon receipt, we will credit your charge card. If we are at fault (e.g., shipped the wrong item) we will also refund the shipping charges. Should you receive a defective item, we will gladly replace it with the same title. Please notify us at support@FlixFlow.com so that we can send you the RMA Number.  All returns should have an RMA number without which refunds/credits cannot be posted.
 
Our mailing address for returns is :
FlixFlow.com
P.O.Box 770874
Woodside, NY 11377 
 
What is the difference between a billing address and a shipping address?
A billing address is the address on file with the Credit Card Company to which bills are mailed out. A shipping address is the address to which the customer wants the items purchased delivered to.
 
RENTAL
 
How does the Online DVD movie rental plan work?
There are several DVD rental plans available. The number of DVD movies that you are allowed to have out at a time determines the price of the plan. To explain how this works, we will assume that you have joined a plan that allows for 3 DVD movies to be out at a time. This is the most popular plan but all other plans will work as this example. When you first join the plan online, you will choose 3 movies that you want to see. These movies will be mailed to you immediately. After you watch the first movie, you will mail it back in the postage paid envelope that came when you received the DVD. Watch the second movie and return it the same way. Online, you will maintain a list of movies that you want to see. When we receive your first rental back, we will mail you the next movie on your list. The second movie on your list will be mailed to you when we get the second movie back. That's all there is to it. In this example you have 3 DVD movies out at one time. These 3 movies are either in your possession or in transient by mail. You do all your shopping for rentals online and maintain a list of movies you want to see.
 
I live outside the USA. Can I sign up for a Rental plan?
Rental plans are only for customers with shipping address in the USA.  International customers may buy Bollywood DVD's and CD's and certain English DVD's and CD's (contact us at support@FlixFlow.com for details about purchasing English DVD's and CD's).
 
Which DVD rental plan is best for me?
The number of movies you want to watch in a month is one thing that will determine which plan is best for you. Two factors determine the number of movies you can watch in a month : 1) the number of DVD's your plan allows you to have out at a time and 2) the shipment time required to get a new movie.
 
How long does it take for my rental movies to arrive by mail?
Normally your movie will be in your mailbox within 1 to 3 days after it is shipped. We are located in New York and ship from New York. We do not ship out on holidays and weekends (Saturdays and Sundays).
 
How much is shipping charges for Rental items?
Shipping is FREE both ways for all Rental plans.
 
How do I return the DVD's?
A postage paid mailer comes with your rental DVD. Once you have finished watching the movie you have, just place it in the Mailer and drop it off at any United States Postal Service Mail Box.
 
How does billing work for Rental plans?
Rental plans are billed on a monthly basis. Your account will be re-billed on your monthly billing cycle date. Account downgrades do not take place immediately. Account upgrades do take place immediately with a pro-rating of your monthly fee from the date of upgrade until the next billing cycle date.
 
When I try to signup, I get a "Username already Exists" error message?
We use your email address as to provide you a unique username. If you have previously signed up, please login instead of completing a new signup.
 
What if I cannot find a title or the title I want is unavailable?
If you want to watch a certain title and we do not have it, please let us know by emailing us at support@FlixFlow.com and we will do our best to acquire it. However, we cannot guarantee acquisition of any particular title.
 
What care should be taken for handling discs?
We ask that all members to handle discs with care. Discs are very durable, however, we ask you to take some simple precautions and exercise basic care and handling to help us maintain the integrity of the discs. Please handle the disc by its outer edge to prevent fingerprints on the surface of the disc. If you notice any fingerprints on the surface take a soft cloth and wipe the surface gently.

DO NOT use any type of solution on the disc. Never keep discs in direct sunlight or heat. Keep discs away from radiators, heaters, hot equipment surfaces, direct sunlight (near a window or in a car during hot weather), pets, small children and other destructive forces. Always keep the discs in its protective rental sleeve when not in use. Don't bend the disc when taking it out of the case, and be careful not to scratch the disc when placing it in the case or in the player tray. Ensure your disc is returned in its protective rental sleeve before inserting it into the pre-paid return mailer.
 
How do I upgrade or downgrade my rental membership plans?
To change your plan, go to "My Account". Click on "Upgrade or Downgrade Membership". Account downgrades do not take place immediately. Account upgrades do take place immediately with a pro-rating of your monthly fee from the date of upgrade until the next billing cycle date. There is no credit for partial monthly fees following a downgrade.
 
How do I cancel my rental membership?
To cancel your membership go to "My Account" and click on "Cancel Membership". Please note that refunds are not given for partial or unused rental periods and DVD’s must be returned within 7 days to avoid additional charges.
 
How do I report a shipping problem or a DVD that won't play in my rentals?
If you have any shipping problems, such as delayed arrival or incorrect shipments, you should report them via the link next to the rented title in your Queue.

Sometimes a DVD will not play because it has fingerprints or dirt on it. Use a clean dry lint-free cloth to gently wipe it off and then try to play the disc again. Do not apply record cleaning fluids, anti-static solutions or chemicals to clean a disc.
 
Why am I not getting the top choices in my Rental Queue?
1) - You may not have enough titles in your rental list. All DVD's are shared with other members so we ask that all members keep at least 20 titles in their list at all times so that there will always be something to send. If you have been unable to get a particular title in the top of your rental list for more than 3 weeks email us at support@FlixFlow.com and we will do our best to correct the situation.

2) - The title in your queue may be a rare collector film/out of print title. We may have just 1 or 2 of these titles available for rentals to all members. This is the reason why your wait period for this title might be an extended wait period.
 
My question is not listed here. What do I do?
If your question is not listed here, please contact us at support@FlixFlow.com

Copyright by FlixFlow.com 2011