Ordering Questions & Order Status

• How do I place an order?
• Does my browser need to be set to "accept cookies" to place an order?
• Can I still place an order even if the item I am ordering is out of stock?
• Can I make changes to my order after it has been submitted?
• How do I cancel an order?
• Does PinoyDVD accept international orders?
• How long does it take for my order to be delivered?
• How do I track my order once it has been shipped?

Payment & Shopping Credits

• What payment methods do you accept?
• What is my Card ID #?
• What kind of security do you have in place?
• Why do we have to send a copy of our ID and Credit Card?
• Is it safe to use my credit card online?
• When is my credit card charged?
• What are Shopping Credits?
• How do I get Shopping Credits?
• How do I use my Shopping Credits?
• How do I check the balance of my Shopping Credits?

Shipping & Returns

• How much shipping and handling will I pay?
• What is PinoyDVD’s return policy?
• What if my product arrives damaged?

Using Your Account

• What is the benefit of setting up an account?
• How do I change my password?
• If I misplace my password, how do I retrieve it?
• How do I update "My Account" information?
• How do I view my order history? Product Information
• What if I have a question about a product?
• How do I submit a product review?

Emails

• How do I sign up for the PinoyDVD shopper email?
• How do I unsubscribe from the shopping email or other PinoyDVD emails?

Other

If you have additional questions not covered in this FAQ section, please e-mail us at support@pinoydvd.biz.

 

 

 

 

Ordering Questions & Order Status

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How do I place an order?
Once you have chosen a product, simply click the "Add to Cart" button. Clicking this button will place the item in your shopping cart and take you to your cart. At that point, you can continue shopping or proceed to checkout. When you have finished adding items to your cart and have made any changes to your product quantity, click the "Checkout Now" button and follow the directions for completing your transaction.

Does my browser need to be set to "accept cookies" to place an order?
Yes. Your browser has to accept cookies to place an order with us. Generally, browsers accept cookies by default. However, you may need to change your settings to enable cookies if you’re experiencing problems in the ordering process.

Browser	To enable cookies
Internet Explorer 4-5	Go to Tools->Internet Options: Security. Select Internet, then Custom Level. You may need to scroll to see the options for enabling cookies.
Internet Explorer 6	Go to Tools->Internet Options. Then choose "Security and/or Privacy."
Netscape 4	Go to Edit->Preferences->Advanced.
Netscape 6+	Go to Edit->Preferences->Privacy and Security.

Can I still place an order even if the item I am ordering is out of stock?
You cannot order a product that is out of stock. PinoyDVD only sells products that is on stock in our warehouse.

Can I make changes to my order after it has been submitted?
We’re sorry but orders cannot be changed once they have been submitted. We process orders very quickly, and once an order begins the fulfillment process we are unable to modify it. We apologize for any inconvenience, and we hope that in the majority of cases our faster processing times works to your advantage.

How do I cancel an order?
We process orders very quickly and once an order begins the fulfillment process we are unable to modify it. Please email customer service at support@pinoydvd.biz for additional information on what can be done for your specific order.

Does PinoyDVD accept international orders?
PinoyDVD currently accepts orders for delivery to Philippine destinations only. Please refer to our Shipping Policy page for a complete listing of our service destinations.

How long does it take for my order to be delivered?
It takes typically 2-4 business days for your order to be delivered.

How do I track my order once it has been shipped?
You can call our courier customer hotlines nos.:

Metro Manila: (02) 854 2100
Metro Cebu: (032) 495 8484
Nationwide Toll Free Number: 1-800-10-8542100

 

Payment & Store Credits

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What payment methods do you accept?
We accept credit card payment in the form of Mastercard, Visa and JCB.

What is my CVV#?
Your Card Verification Value (CVV) is a unique 3 or 4-digit number printed on your credit card. This number acts as an additional security measure by verifying that the card is with you during purchase. It is not stored in any of our systems and is only used to protect you from online fraud. As a result, you will have to enter it every time you purchase from our site even if your other account information is securely stored with PinoyDVD.

What kind of security do you have in place?
Unlike other online sites, we’ve customized PinoyDVD to address specific security and privacy concerns of local consumers and local banks. When you register for the first time, you’ll be asked to enter personal and billing information. The site will then attempt to confirm your account through Yes! Asia (our payment gateway partner in HK) as well as through manual validation using the information you supplied. If approved, you’ll receive an e-mail telling you that you can start shopping. Otherwise, you’ll receive an e-mail or phone call asking you to fax us a copy of the front panel (this is the side that does not show your signature or the CVV No.) of your credit card and a valid ID (driver’s license, passport, company ID, etc.).

Why do we have to send a copy of our ID and Credit Card?
The credit card scanning or attached photo for verification is an agreement between our payment gateway and our customer support for security purposes. Unfortunately the Philippines is still tagged as a high risk area when it comes to online transactions. The extra step is meant to protect credit card holders from unauthorized use of their cards. It is admittedly inconvenient but our situation requires it for now.

Is it safe to use my credit card online?
As you complete your order through our online store, you’ll be asked for your name, address and credit card number. We use Secure Socket Layer (SSL) - the leading data encryption technology on the Internet - to send this personal information in an encrypted code to our servers. Only PinoyDVD can decode your encrypted information. Plus, this encrypted data is stored on a protected server until your order has been shipped and your credit card has been charged. (Please do not e-mail your order to PinoyDVD we cannot guarantee the privacy or security of information transmitted via e-mail.) For more information on the safety of ordering online at PinoyDVD, please review our Privacy Policy.

When is my credit card charged?
Upon checkout, you will be directed to our payment gateway for credit card verfication. Your credit card will be charged once your credit card details have been verified.

What are Shopping Credits?
These are amounts that have been credited to your account, which can be applied as payments to your future purchases.

How do I get Shopping Credits?
Shopping credits are credited to your account when a returned item is out of stock. The value of the returned item and the pro-rated shipping fees are credited to your account in the form of shopping credits.

How do I use my Shopping Credits?
During checkout, on the "Payment Information" page, simply click on the "Use Credits?" box found under the "Discounts" section (Note that this will only appear if you have available Shopping Credits).

Where can I check the balance of my Shopping Credits?
You can check the balance of your Shopping Credits by referring to ""My Account"" page.

 

Shipping & Returns

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How much shipping and handling will I pay?
To review rates for orders, please visit our Shipping Policy page.

What is PinoyDVD’s return policy?
Please refer to our Merchandise Returns Policy page for details on this matter.

What if my product arrives damaged?
In the unlikely event that a product arrives damaged, please email us at returns@pinoydvd.biz. We will send a courier representative to your home to pick up the product at no extra cost to you.

 

Using Your Account

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What is the benefit of setting up an account?
Setting up and maintaining an account will simplify your shopping experience at PinoyDVD. Just register with us once and start benefiting from our convenient account services -- such as a personal address book that simplifies your shipping choices, and our order tracking program to monitor all your orders. To create an account, click here.

How do I change my password?
Just go to "My Account". Click on "Change Password" to update your password. If you haven’t already signed in, you’ll be asked to sign in with your e-mail account and current password.

If I misplace my password, how do I retrieve it?
Whether logging into your account or completing the checkout process, you are required to enter a password to access your personal information. In the event that you forget your password, PinoyDVD offers an easy-to-use retrieval process. Click on the "Forgot Your Password?" link (found at the bottom of every page) and it will take you to our password prompt page where you can have your password e-mailed to you immediately.

How do I update "My Account" information?
Go to "My Account" and log in with your email address and password. Select "Account Settings" to make changes to your account, "Address Book" to make changes to your personal address book.

How do I view my order history?
Go to ""My Account"", log in with your email address and password, and select Order History to view the status of all your recent orders in your account.

 

Product Information

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What if I have a question about a product?
If you have a question about a product, please email us at support@pinoydvd.biz.

How do I submit a product review?
If you would like to write and submit a review for one of our products, go to the desired product’s detail page. At the bottom of that page, click on the "Rate this product" link. You will be taken to our "Customer Comments" page where you can enter your feedback on the product.

Please be sure to complete all the required fields. Also, you should pay particular attention to our guidelines as we will remove inappropriate or unrelated remarks. When your review is complete, click the "Submit" button.

 

Emails

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How do I sign up for the PinoyDVD Shopper email?
Click here to sign up for our free newsletter and get the scoop on new products, sales and special offers from PinoyDVD (we promise we won’t sell or give away your email address).

How do I unsubscribe from the shopping email or other PinoyDVD emails?
Click here and enter your email address to unsubscribe from the PinoyDVD shopping newsletter.