Frequently Asked Questions

Before contacting support, please follow these steps: Check your order confirmation email and the FAQ page to review the stated processing time. Orders typically take 5–10 business days to process before shipping. If you’re still within that timeframe, we kindly ask for your patience. Check your order status by logging into your account. Instructions for accessing your account and viewing order history can be found on our How To page (linked at the top of the FAQ page). Note: If your order status says “Complete,” this means your payment is complete — not the order itself. Check your email (including junk/spam folders) for a message from ShipStation with tracking info. Search your inbox from the date you ordered through today. If you've done all three steps and it's been more than 10 business days, feel free to contact us with your order number, and we’ll look into it for you. 📦 Please note: Orders may take longer to process during sales or holiday periods due to high volume.

All orders are shipped via USPS, and shipping times vary depending on location: U.S. Orders: Processing takes approximately 5–10 business days after your order date, depending on the items in your order and the destination. Once shipped, delivery usually takes 3–7 business days. International Orders: Processing and shipping together typically take 2–4 weeks, depending on your country and any customs or political issues that may affect delivery. 🚨 Important Notes for International Orders: We are not responsible for customs delays or confiscations. Buyers must contact their local customs office if a package is held. There is a 6-month waiting period before an international order can be considered for reshipment if it has not arrived. ⏳ During sales and holiday seasons, both processing and shipping may take longer due to high order volume. We appreciate your patience!

Yes — all packages include free tracking, unless it’s a replacement shipment and the reported issue was not related to shipping (e.g., damaged disc, incorrect item, etc.). Once your order ships, tracking details will be sent to your email and can also be found under Order History when you log into your account.

If your tracking number says “not found” or shows no updates, please review the following before reaching out: Wait 24–48 business hours after receiving the tracking number. If it was sent on a weekend, please allow up to 72 hours for updates to appear. Tracking typically updates between 9–10 PM EST on the day your order ships. In some cases, local post offices may delay electronic updates until the package reaches a central facility. For international shipments, tracking often stops updating after the package leaves New York. You may be able to get additional updates by entering the tracking number into your country’s local postal service site. 📦 If a significant amount of time has passed and you still haven’t received your package, contact us with your order number, and we’ll look into it for you.

We accept the following payment methods: Credit or Debit Cards (Visa, Mastercard, etc.) PayPal 🚫 We do not accept checks or money orders (policy effective March 2020). Important Notes: Orders will not ship until payment is completed — no exceptions. If you start a PayPal payment but do not finish the process, your order will be placed on backorder until payment goes through. We will send an email notification, and you may also contact us to request a new invoice. If payment is not completed within 2 weeks, the order will be automatically canceled.

By default, DVDs are shipped in paper sleeves. If you order a larger quantity (usually 1 lb or more), your discs may be shipped in DVD spindles for better protection. 🎬 Want a case? You can add a DVD case with custom case art for an additional $5 by selecting the “Include DVD Case” checkbox at checkout. Some titles are designed for slim cases, others for full-size cases — the type is pre-determined based on the design and cannot be changed by buyer request, as it affects shipping weight and package size. 💡 Don’t see the case option? Reach out to us and we’ll check whether a case can be made available for that title. 🖨️ Prefer to print at home? You can also purchase a digital download of the case art for a small fee and print it yourself.

No — these are not original studio DVDs. All discs are made to order for personal entertainment and are either region-free or Region 1, unless stated otherwise on the product page. Additional details: DVDs come in paper sleeves and include disc art. Movies are typically commercial-free, unless noted in the description. Some titles (especially older TV shows or soap operas) may include network ads, closed captioning notices, or even original commercials if they were recorded from TV broadcasts.

Orders can only be canceled if they have not yet shipped. If you need to cancel, please contact us as soon as possible to check if cancellation is still possible. If your payment was made electronically, a full refund will be issued. Please allow 3–5 business days for the refund to appear in your account, and keep in mind that holidays may cause delays. ⏳ If it’s been 2 weeks or more and you haven’t received your refund, please reach out through our contact page or email us directly.

We do not accept returns or exchanges and do not issue cash refunds. However, we are committed to making things right if there is a valid issue with your order. Please review the following: 🔄 Replacement Eligibility Replacements are issued only if the issue is caused by us (e.g., defective disc, incorrect item). To request a replacement, fill out the Replacement Form within 30 days of delivery. Requests must include a valid explanation and may require a photo of the issue. Replacements are strictly for video functionality issues, not preferences or cosmetic changes (e.g., updated disc art, case size preference, etc.). 🚫 What Is NOT Covered Buyer errors (e.g., wrong item ordered, duplicate orders, incorrect address, late cancellation). Attempts to return items without a request from us — unsolicited returns are not accepted, and return shipping will not be reimbursed. Issues related to how the disc is read by your device (if the disc works on our end, we’ll help troubleshoot but cannot replace). Disc art quality or preference-based concerns (e.g. preferring new case design). DVD duplication or copying problems. Third-party buyer issues — we only handle requests from original purchasers. 🔁 Replacement Process Replacements take time. Each item is re-tested and verified before shipping. Processing may take over a month, especially during sales or the holiday season. No tracking is provided for replacement shipments. During high-volume periods, refunds (when applicable) may be issued via store credit only. For international orders, if shipping a replacement costs more than the item itself, a store credit may be issued instead. Refunds do not include shipping costs unless the replaced item was the only product in the order. 📸 Damaged Case/Art Policy Damaged case art may be eligible for replacement. Damaged cases (not the art) may be replaced or refunded for the value of the case only. Photo proof is required for all damage claims. ⚠️ Important Notes Buyers must cooperate during the resolution process. Refusal to troubleshoot may result in the denial of a replacement. Any attempt to scam or abuse the system will result in: Account suspension Notification to your bank/card provider Your buyer status being flagged as high-risk or fraudulent

All international orders are shipped via United States Postal Service (USPS) and include a tracking number. However, unless you pay to register your package, tracking is usually only available while it’s in the USA. 🌍 Tracking & Delivery Once your package reaches NY or NJ, and no further updates appear, this usually means it has left the U.S. No updates after U.S. departure does not mean your package is lost. You can use tools like parcelsapp.com or your local postal service for additional tracking. ⏳ If No Updates for 30+ Days First, contact your country’s customs office to check for delays. If 30 days pass with no updates and you’ve contacted customs, reach out to us to discuss alternative options. 📦 Shipping Fees, Customs & Refunds Minor shipping fee adjustments may apply depending on your country’s current rates. Buyers are responsible for any customs fees, duties, or taxes — these are not collected by MediaFind5. It’s your responsibility to check your country’s import rules and confirm whether the product is allowed. 🚫 We cannot refund shipping costs if: You refuse the package, The package is seized by customs and not returned to us, Or if the order is undelivered and not registered. If a package is returned to us for reasons outside your control, a partial refund may be possible (excluding the shipping fee). 🛡️ Want Guaranteed Tracking & Insurance? To fully protect your shipment and enable door-to-door tracking, you can register your order by paying an extra registration fee. This creates shipping insurance for your package. 📧 To upgrade to registered/insured international shipping, email us at mediafind5@hotmail.com before placing your order.

Most DVDs do not include closed captions. For the few that do, captions can usually be turned on or off, unless otherwise noted. If a title includes hard-coded subtitles, that means the subtitles are permanently embedded in the video and cannot be turned off.

When a sale is active, buyers must enter the discount code at checkout to receive the discount. Here are the key details: 🔑 Using Discount Codes Only one discount code can be used per order. (Example: You cannot use a rewards code and a sale code together.) We cannot apply discount codes after an order is placed. If you forget to enter one, the order must be canceled and re-submitted with the code — as long as it hasn’t shipped yet. Once an order has been shipped, it cannot be edited (no changes or additions). Rewards points are not earned on discounted orders. Discount codes do not apply to: Already discounted items (like Bargain Bin or Screener movies) eGift cards — codes will not generate properly if used. 📦 During Sales Events Orders take longer to process due to higher volume — sometimes double the usual time. To speed things up, we ship sale orders via Media Mail, which helps avoid weighing each package. 🌍 Shipping & Minimums Free shipping offers apply to U.S. orders only. International buyers may receive an alternate discount when possible. A $10 minimum purchase is required for most sale codes unless stated otherwise. ❌ Other Policies We cannot email discount codes that require participation (e.g., rewards actions, event eligibility). Sales dates are not released early — sign up for our email notifications or join our facebook group to stay informed.

If you miss the deadline for a sale, we’re unable to extend or reactivate the discount. All sales are time-limited and will expire as scheduled. Don’t worry — we run plenty of sales throughout the year! To make sure you don’t miss the next one, sign up for our email notifications and stay in the loop.

All movies that air on hallmark get added to this site. They typically are added a week or two after they air. If a movie has aired and it has been over 3 weeks since it's original air date, then then feel free to ask about it on the following business day. However, we ask that you do not ask about them prior to their air date or the 3 week mark, because the answer is always yes. We just ask for your patience. For all other networks, please use the request page.

We do our best to respond to emails as quickly as possible, but please keep in mind: Order processing and shipping are our top priorities, especially before daily postal deadlines. Please allow up to 24 business hours for a response. Weekends and holidays are not business days, so replies may be delayed during those times. Sending duplicate messages will not speed up response time. Thank you for your patience as we work to assist everyone in a timely manner!

Yes — requests can be made through our Request Forum at: 👉 mediafind5.com/discussion_room However, please note the following: You must have MF5 Club access (which is free) and be logged in to submit a request. While we do our best to fulfill requests, we cannot guarantee that every title will become available. Requests made during sales will likely not be added in time for that sale. If you’re looking for a discount, it's best to request in advance and wait for a future sale. 📅 Timing Matters: Please do not request a movie or show that aired within the last 2 weeks. We need adequate time to prepare and evaluate new content before making it available. ⚠️ Important: Failure to follow the rules of the Request Page may result in temporary loss of access to submit requests. Thank you for your cooperation and understanding!

To view your order history and check the status of your order, follow these steps: Go to mediafind5.com and log into your account. Click “My Account” at the top of the page. Select “Click here to go to your account.” Click the “Orders” tab to see your full order history. 📦 Order Status Meanings: In Progress: Your order is being logged into our system and prepared to enter the production queue. Complete: Your payment has been processed, and your order is in the production queue. (This does NOT mean it has been packed or shipped yet.) Shipped: Your order has been completed and sent out. Click “View” next to the order to see your tracking number at the bottom of the page, or check your email for a shipping confirmation.

We can combine shipments, but it is not guaranteed, as different workers may handle each order. If your goal is to save on shipping, the best option is to: Cancel your existing orders, then Reorder everything together in one transaction. Buyers cannot cancel orders themselves, so please contact us to request cancellation. Once canceled, you can go to your Order History and click “Re-order” to quickly add the same items to your cart without searching again.

Policy Effective April 2019: We are unable to respond to emails asking when an order will ship or arrive, as timing varies based on what was ordered and current processing volume. 📦 What You Should Do Instead: Check your order status by logging into your account under Order History. If your order has shipped, you’ll receive a tracking email from ShipStation.com. (Be sure to check spam/junk folders.) ⏳ If 14+ Business Days Have Passed: If it’s been 14+ business days since your order status changed to “In Progress” (not the order date), and you still haven’t received tracking info, you may contact us to ask about a possible delay. 🌍 International Orders: We cannot estimate delivery time for international packages once they leave the USA unless the package is registered. Registered shipping provides faster delivery and tracking inside and outside the U.S. (Contact us if you'd like to upgrade to a registered shipment.)

Yes — you must create an account before placing an order. Our website does not support guest checkout, so an account is required to complete your purchase and access order history, tracking, and other features.

This usually means you started creating an account, but the setup was incomplete — most likely because your first checkout attempt was unsuccessful. The system recognizes the email but won’t let you log in because no password was ever assigned. ✅ What to Do: To avoid this issue in the future, we recommend creating your account before checking out. If you’re currently stuck and want to use that same email, please email us at mediafind5@hotmail.com and we’ll help assign a password so you can access your account.

Your cart is private — MediaFind5 has no access to what’s in it. We can only see orders that have been paid for. If you want to manage the items in your cart: To remove items, click the “X” next to each product. To save items for later, add them to your wishlist so you can come back to them when you're ready to order.

To save items for later, use the “Add to Wishlist” feature: Click on any product. Below the product description, click “Add to Wishlist.” To view your saved items, log into your account, go to “Account Info,” and click the “Wishlist” tab. This makes it easy to keep track of items you’re interested in without keeping them in your cart.

You're welcome to place orders any day of the week, but please note: Orders are typically processed and shipped Monday–Friday. We do not ship on weekends or holidays. Email responses may be delayed during weekends and holidays, but we’ll reply as soon as possible once regular business hours resume. Thanks for your patience and understanding during these times!