Frequently Asked Questions
Will my card be charged for items as soon as I place my order or when items are shipped?
Our system is set up to securely accept your order payment at the time of purchase. If you need to cancel your order at any time, please email us at email@example.com
My card has been charged, but I did not receive an order confirmation. Did my order go through?
Check your junk/spam folder first – your order confirmation may have ended up there. If you have made multiple payment attempts at checkout and did not receive a confirmation email within 12 hours, please email firstname.lastname@example.org
I created a user account after I placed an order. Can I add the order to my new account?
We cannot attach an order to an account if the order was placed while not signed into your account.
Can I use a Cinema 1 gift card online?
Our system is not currently set up to accept Cinema 1 gift cards online. However, you can check the remaining balance on your store gift card here.
What does it mean when an item is on “backorder”?
If an item is on “backorder” it means that we do not currently have any copies in stock and must place an order with our supplier. Backordered items may take a couple weeks to re-stock depending on availability.
I can’t find the title I’m looking for on your site.
If you don’t have any luck finding what you’re looking for on our website, try simplifying your search or try using our Advanced Search function. If you still can’t find a specific title, please email email@example.com and we’ll do our best to find more information. We do have some titles in our catalogue that are not currently listed online, but they may be available to order in-store.
How much will it cost to ship my order within Canada?
Our shipping rates are based on the quantity of items in your cart. If your order contains one item, shipping will be $4.99. If your order contains two items, shipping will be $7.99. If your order contains three or more items, shipping will be $9.99. You can also select Xpresspost shipping for $14.99 on all order quantities.
Will all the items from my order ship together?
We take each order on a case-by-case basis, but we always do our best to send all of the items for an order in as few shipments as possible. If we do not have all the items ready to ship from one location, you may receive multiple shipments.
I only received part of my order. Where is the rest?
We always do our best to send all the items for an order in one shipment, however, if we do not have all the items ready to ship from one location or if some items are on backorder, you may receive your order in multiple shipments.
How do I know when my order has shipped?
We will send you a shipping confirmation from our website as soon as your order is on its way. Please check your junk/spam folder just in case your shipping confirmation ended up there.
How long will my order take to ship?
Orders with standard Canada Post shipping typically arrive within 3-7 business days after the order has been shipped. Xpresspost orders may take 2-3 business days to arrive within Canada.
How do I track my order?
Once an order or partial order has shipped, we will send a confirmation email from our website with a link to track your order via Canada Post. If you have a user account, you can sign in and find your order tracking number under “Order Shipments.” Copy and paste this number into Canada Post’s online tracking system here.
CHANGING OR RETURNING ITEMS
How do I change my order once it has been placed?
If you need to cancel an item from your order once it has already been placed, please e-mail firstname.lastname@example.org. Unfortunately, we are not able to alter shipping addresses for security reasons. Should you need to update your shipping address please cancel the order by emailing email@example.com and re-enter with the updated shipping address accordingly.
What happens if an item I ordered has been discontinued?
If an item has been discontinued once an order has been placed, we will try to find a replacement or issue a refund for the item if a replacement is not available or desired. Sometimes titles get discontinued without notice, but we try to keep you informed as soon as we receive updates from our suppliers.
How do I cancel my order?
If you wish to cancel your order at any time, please contact firstname.lastname@example.org with your name and order number.
My order arrived damaged or does not play. What do I do?
If you have received a damaged or defective copy from our website, please contact email@example.com with your name, order number, and the title of the damaged item. We will do our best to send you a replacement copy as soon as possible, as well as a return label for the damaged copy to be sent back to our headquarters. Please see our Return Policy for further information on returns and exchanges.
How do I return an item I purchased from your website?
If you need to return an unopened item from your order after it has been shipped, please contact firstname.lastname@example.org with your name, order number, the title of the item you wish to return. We will discuss options to return the item in-store or via mail and provide a refund once we receive confirmation that the order has been returned. The item must be sealed in its original plastic. Please see our Return Policy for further information on returns and exchanges.
Can I return an item I bought online at one of your store locations?
If you have a Cinema 1 location nearby, we may be able to arrange to make a return or exchange in-store, depending on stock availability. If you would like to make a return or exchange in-store, please contact email@example.com prior to returning to make the necessary arrangements.