Our FAQ page is designed to provide answers to the most frequently asked questions about MovieConnect. Please review this page for the answer to your query prior to initiating any contact with our staff - our first priority is to despatch customer orders so our time is scarce. We will endeavour to answer your queries ASAP.

Please note that the information/images we display on products listed on our website is all the information we have - be assured that when we have more up-to-date information, eg. Release Dates etc, we will update the website immediately.

Please also note that if an item is not listed on our website then we have no information on that item, and can neither supply it to you or suggest where you can get it. There are thousands of titles available elsewhere in the world that are not available in Australia - whether they are available in Australia in the future is likely to be a business decision for individual distributors , ie. Paramount, Roadshow, Fox etc, and as such queries on these matters should be addressed to distributors accordingly.

SECURITY

Q: Is your website secure? Do you look after my personal and credit card details to ensure nobody else can get their hands on them?
A: Any pages on our site that collect personal or credit card info are fully secure. To learn more about how we protect your information, please review our Privacy Policy.

Q: Is it safe to shop on the Internet?
A: Yes, and consumers are always protected. MovieConnect is a completely secure Web site. We can't control your user environment, but we can assure you that from our end, it's all safe and secure.

The MovieConnect site uses a variety of security measures to maintain the safety and security of your personal information. All user information is contained behind secured networks and is accessible only by the proprietor of MovieConnect and a limited number of employees who have agreed to comply with all of our privacy and security policies. Passwords and credit card numbers are encrypted in our secure database, which is also located behind secured networks.

 Q. I am having problems placing my order - it keeps saying my shopping cart is empty when I have added products to it - what should i do?

A. If you are experiencing problems placing an order, the most common cause of this is the privacy settings of the internet browser being set to high, MovieConnect suggests you try the following to rectify the problem you are experiencing.

Whilst you are in Internet Explorer;

1. On the menu, select 'Tools' and then 'Internet Options'

2. Select the 'Privacy' Tab

3. Press the "Default' button

4. Move the slider to set your privacy to "Medium High" or lower

*The best all around setting is "Medium".

5. Press the 'Advanced' button

6. Tick the box that says 'Override automatic cookie handling'

7. Tick the box that says 'Always allow session cookies*'

8. Press 'OK'

9. Press the 'Apply' button and then press the 'OK' button

10. Try submitting the order again

  If you are still experiencing problems,contact MovieConnect by email at enquiries@movieconnect.com.au.

*Session cookies are what allow you to login to your favorite Websites and are simply used to ensure that you are logged in. That way the Website knows that you are, in fact, permitted to use it. When your visit ends, you expire and must login again when you return for the next visit.

SHIPPING

Q: What if I haven't received my order after the average shipping time period has passed?
A: Australian deliveries - You have up to 30 days from the shipping date to notify us about the missing package.
A: International deliveries - You have up to 60 days from the shipping date to advise us about the missing package.

 Q: My order shipped yesterday by Express Post. Would you be able to find out where it was delivered to and who signed for it?
A: We can ring Australia Post and, using the Express Post Barcode No., find out to which delivery centre it was last scanned. Express Post is not a courier service, so it doesn't require a signature. Australia Post's obligation is to deliver to the address on the package. If the delivery was unsuccessful the contractor would leave a card. If your delivery is to a business address then check to ensure there is no arrangement in place to either leave all the mail in a particular spot or to have a representative of your business to collect it - in this case please exhaust all internal avenues and if still unsuccessful let us know and we can request more information, ie. The individual delivery person can be spoken to, to ascertain exactly what was done with the parcel.

Q: How much longer will it take for me to receive my order?
A: It's in our best interests to get stock out to you as soon as possible - that's how we make money after all!! However, some stock is hard to get from suppliers; items go out of print etc. Rest assured we are doing our best to get the stock for you as soon as possible. If however we can't get it to you within an acceptable time frame (to you) please simply cancel the order but be aware a cancellation fee may apply if you require a refund.

Q: I was wondering if there were any plans for releasing Season X on DVD now that Season Y has been released?
A: DVDs are generally released in stages, not unlike books. Also of consideration are TV rights, rental "windows" (a few months where the item is available for rental only prior to retail release), future sequel releases etc.  So Season X, and further seasons, will happen in due course at such time as the distributor is able to release it.

Q: Are you able to order in to meet specific requests? ie. If there is a DVD that we want but you don't list are we able to order it through you?
A: We list on our site all items for which we have arrangements with distributors to retail. Unfortunately we are not in a position to assist with any items not listed on our site.

Q: Can I Pre Order an item but not pay for it until it ships in a few months?
A: Unfortunately no. Your order gets processed within 1-2 days after being placed.

*Our policy for all products is that your credit card will be charged when your order is processed. In the case of large purchases, international purchases, or purchases of games and/or gaming accessories, we reserve the right to debit your card up front to prove your intent to pay. In the event you or we cancel the order in full or part after that time the payment will be credited back to your card within 7 days.

Q: How long will it take to receive my order?
A: Please review our detailed Shipping Policy page.

PAYMENTS

Q: What forms of payment does MovieConnect accept?
A: We accept Visa, MasterCard, this all processed through EWay Australia. We don't accept cheques due to the processing fees imposed on us by our bank.

Direct Deposit to our account is available and encouraged - our bank details will be advised to you just email us requesting our bank details.

When you make a deposit please use your ORDER NUMBER as the reference so as we can relate the payment to your order.
NOTE - Your goods can't be shipped until your payment has been cleared by our bank.

Q: What is the procedure for verifying credit cards?
A: EWAY is an Australian Company that is a secure site for all payments. They verify all Credit Cards. They then forward on a daily report to MovieConnect of accepted payements.

RETURNS/CANCELLATIONS

Q: What if I receive a product which is defective?
A: We'll gladly replace a defective item if MovieConnect claim responsibilty for the damaged goods, and will pay the return and replacement shipping costs. Conditions apply. See Our Returns Policy for more information.

MISCELLANEOUS

Q: Do you have a storefront that is local as we would like to visit?
A: Sorry, at this stage we have a presence on the internet only and our premises are warehouse-like and not suitable for visitors.

Q: I have been waiting for months for an item to be released. It is already out in the US (or is being released on xx date), when is it going to be available in Australia?
A: The moment we are aware of a release date for an item we update our website. There are thousands of titles released overseas and not available in Australia. Release dates for most items differ around the world. They also change release dates continually.

Q: I've desperately been looking for the xxxxxxx on DVD.  I can only seem to find it on American sites.  Can you help me with obtaining a copy in Australia?
A: Unfortunately not. We can only help with items listed on our website. There are many thousands of titles that are unavailable in Australia but available overseas.