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We've include a list
of common questions that we have already been asked. If you feel
that you need more information on any particular subject and can't
find it here, please email our HELP
team. Here are
some answers to questions about:
Validation
Q: What is the validation?
A:
As per our site help files, we have charged 2 amounts to the credit card account you provided. T the process is waiting for you to check your account and confirm the values of those charges and this ONE TIME (per credit card) procedure will be complete. Once you found out the values of these withdrawals, you can validate the card on the website or simply email us with the values for us to complete this for you.
Q: The amounts of the validation do not equal the total cost of my first order.
A:
The two validation amounts will equal the cost of the DVD’s on your first order, excluding shipping costs. The shipping costs for your first order will be charged at the time your order is shipped.
Q: I have already validated one card, why do I need to validate my other card?
A:
All credit cards must be validated to ensure that the card is authorised for use on our site.
Q: Why do I have to validate my card again?
A:
You may have entered your credit card number incorrectly. If this is the case you will need to email our help department to either cancel the title or assign it your already validated card number.
Q: I have placed a pre-order for my first order, will my card be charged for the validation now or when the pre-order becomes available?
A:
All first orders are charged the two validation amounts on the day you placed your order. This will give you plenty of time to validate your card before the pre-order is due.
Q: I do not have the validation amounts in Australian currency.
A:
Some overseas clients have experienced difficulties finding out the Australian Currency amounts. If this has been a problem for you, just include the amounts as per your statement along with the country currency type in the validation area of "your account".
If you are having difficulties in completing the process, please feel free to email the two amounts in your currency to our help department.
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Edit
Q: How do I edit my order?
A:
You may now edit your open order online in your "order status".
Simply click on the transaction number you wish to edit and select the "edit" link.
Q: How do I cancel my order?
A:
You may cancel your order in your online “order status” by clicking the transaction number and selecting the “edit” link, then reduce the amount from the number you ordered to “0”
Q: Why won’t it let me cancel my order?
A:
If you have placed a pre-order for a title you will not be able to cancel the title 14 days prior to the release date.
Please note our pre-order conditions:
Conditions
All prices are displayed and charged at the Pre-order DISCOUNT price applicable at the time of Order.
This offer is not available to affiliate member orders or any other promotion offers (eg: Studio Specials).
All orders are placed on the understanding that orders may be cancelled anytime up to 14 days prior to the release date. Open Orders are binding within 14 days of release.
Q: Can I add titles to my order?
A:
Unfortunately no. Our current program will not allow for titles to be added to existing orders. However you are able to cancel your existing order and reorder with our online edit facility.
Q: Will I be refunded if I cancel my first order?
A:
Yes, your credit card will be automatically refunded for the cost of the DVD you are cancelling.
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Shipping
Q: Should I insure my overseas parcels?
A:
We will not cover for any loss or damage caused during shipping overseas, unless the article is insured. We recommend that our overseas customers insure all items.
Q: Does my country allow for insured items?
A:
Unfortunately not all countries accept insured articles. If your country is listed below you will not be able to insure your items.
Canada
Germany
Israel
Malta
Mexico
Q: Why hasn’t my order shipped yet?
A:
You not yet have completed the validation process.
The title may not yet be available for release, please check the release date on the title page. The release date will show below the picture.
We are currently out of stock for a particular title.
You may have selected ship altogether and your order is still awaiting a new release or an item to become available in stock.
Q: Can you change the customs value so that I will not have to pay any customs charges?
A:
Customs declarations will indicate the GST FREE value of the order (AU$) and will not include the shipping or Insurance charges. During the order process, you can designate the order as Personal Merchandise or a Gift. Please DO NOT ask us to attempt any deception by marking down the customs values. This is illegal and we will not knowingly be a party to such action.
Q: How is shipping calculated?
A:
Our shipping rates are calculated per disc not per title. New release pre-orders are shipped free of charge for Australian customers. For shipping costs click here
Q: Where is my order?
A:
It is very rare for overseas items to go missing; however it is not unusual for international mail to be delayed. Unfortunately these delays are beyond our control. Possible delays to international orders are likely to be missorting, misdirecting, as well as possible delays with customs. We must allow at least 10 weeks before we can order an investigation by Australia Post for any delayed orders.
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Miscellaneous
Q: How do I log off the site?
A:
You will be logged off of the site when the browser is shut down or after 20 minutes of inactivity.
Q: Why am I being charged in Australian dollars?
A:
As we are an Australian company all our credit card charges and order confirmations will appear in Australian dollars. The currency converters we currently have on our titles pages are a guide only to convert the Australian currency to your currency. We will charge your card in Australian dollars, your bank will then convert this amount into your own currency and charge you accordingly.
Q: What credit cards do FBO accept?
A:
We currently accept VISA, MasterCard, Bankcard and American Express.
We do not accept debit cards, Switch, Visa Electron or any other international credit cards.
Q: When will you charge my card?
A:
Your credit card will be charged at the time the order is shipped, except all first orders and new credit cards, as they will need to be charged for the validation amounts.
Q: What is PAL / NTSC?
A:
PAL is the type of television transmission in Australia and Europe
Q: What is region coding?
A:
DVD discs contain Regional Codes that can be used to prevent the playback of certain discs depending upon the geographical area it is played in. In most instances, discs manufactured in one region will usually only play on players that were manufactured in that same region - this means that discs bought or imported from Australia (region 4) will not play on U.S. players (region 1), and vice versa. However, the regional coding system is entirely optional, and discs without Regional Codes will play on any player in any country.
Q: Why are my titles not shrink-wrapped?
A:
Not all distributors shrink-wrap their products. However we can assure you that every title that leaves our storeroom is brand new.
Q: Every time I try to buy a title I am returned to the home page.
A:
If you have recently upgraded or installed IE6 please check the bottom right hand corner (status bar) for a little red circle with a white bar across it.
If this is the case, you will need to double click it, and right click each of the addresses shown to "allow cookies..." and then refresh the page.
or alternatively
1. Go into Tools/Options
2. Select the Privacy tab
3. Click the Edit button
4. Type in www.fbo.com.au
5. Click the Allow button
6. Click the OK button
This should solve the problem but please get in contact the help department if you still have difficulty.
Q: I don’t want to use my credit card online, do you have other forms of payment?
A:
We can indeed accept other forms of payment to credit cards.
We now accept Paypal transactions, orders are processed through Paypal, we receive your order via Paypal merchant facilities, your order is then processed via the FBO system the next working day.
Or alternatively
You are welcome to pay the amount directly to our bank account through your bank branch or using an internet bank account if you have this facility. If you choose this method the account details are provided below :-
Account Family Boxoffice
Bank ANZ
BSB 015-311
Acc # 489558922
Address OConnell Street North Adelaide 5006
You are also welcome to pay using a Postal order (in Australian Dollars). You can then send us the payment through the mail.
To order titles in either of the above methods, simply open a membership account and then use the site as if you were to purchase with a credit card.
Once you placed all your selections into the shopping cart, please use the Fax option instead of the checkout button. Complete all the details ( shipping and postal options) and at the end you can print out the order. This will give you the total cost that you can deposit or pay by money order. You can then fax ( 08 8367 6483) or post this form to us at the address below.
FBO Entertainment
PO BOX 331
GREENACRES SA 5086
On this sheet there is a section to use for your credit card details but instead of writing card details just note that the amount was deposited or is enclosed
Once we have confirmation of the transaction, your order will be shipped immediately.
You are welcome to pay the amount directly to our bank account through your bank branch or using an internet bank account if you have this facility. If you choose this method the account details are provided below: -
Account Family Boxoffice
Bank ANZ
BSB 015-311
Acc # 489558922
Address OConnell Street North Adelaide 5006
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Gift Voucher
Q: Can I redeem my gift voucher for cash?
A:
Gift certificates are not redeemable for cash and cannot be returned for a cash refund.
Q: What happens to my balance?
A:
Any unused balance will be placed in the recipient's gift certificate account and is not transferable.
Q: What happens if my DVDs cost more than my gift certificate?
A:
If your order exceeds the amount of your gift certificate, you must pay for the balance with a credit card.
Q: Ive lost my gift certificate.
A:
We are not responsible for lost or stolen gift certificates.
Q: How do I redeem a gift voucher?
A:
To redeem a gift voucher that has been emailed to you simply fill in the key code and email of the person who has sent you the gift. Click Here to redeem voucher.
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