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What is your Privacy Policy?
We respect and are committed to protecting your privacy. We may collect personally identifiable information when you visit our site. We also automatically receive and record information on our server logs from your browser including your IP address, cookie information and the page(s) you visited. We will not sell your personally identifiable information to anyone. It is our intention to retain this information to better understand our customers and to occasionally communicate special offers. |
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What is your Security Policy?
Your payment and personal information is always safe. Our Secure Sockets Layer (SSL) software is the industry standard and a month the best software available today for secure commerce transactions. It encrypts all your personal information, including credit card number, name and address, so that it cannot be read over the internet. |
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What is your Refund Policy?
We offer a 100% Satisfaction Guarantee on all the products we sell. If you don't like it for any reason, return it within 15 days for an exchange or in-store credit. Since this is a custom product, no refunds are offered unless there is a defect in the product. |
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What is your Shipping/Delivery Policy?
For most current events, the editing process takes 6-8 weeks to complete. You can expect your products to be mailed in this time frame by First Class mail. Occasionally, it takes longer to complete the editing process. If this is the case, it will be spelled out on the order form. If you are ordering after the main shipment has occurred for the product, your order will be shipped within 1-3 weeks. |
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How long do I have to order my product?
We keep our libraries forever. However, when ordering a video from some time ago, you may have to help us find it, by giving us more information about what you are looking for. If you have a video you are looking for please send us an email @ support@box5productions.com and lets see what we can do for you. |
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Can I order last years videos?
All products available for order are available in our online store. If you don't see your product within our website please feel free to send us an email at support@box5productions.com and we can try to track down a copy of the product for you. |
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Do you take purchase orders?
Yes, however this will delay your order. We can issue an invoice from a purchase order, but videos will not be shipped until payment is received. BOX5 accepts Checks, Mastercard, Visa, American Express and Discover Cards or cash. If you are with a school that only does purchase orders, you can turn it in to BOX5, we will issue an invoice for your records, but the videos will not be shipped until payment is received. |
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I received the wrong video, what do I do?
Send us an email @ support@box5productions.com and we will be happy to resolve the problem for you. |
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I didn't order at the event, will it take longer to get my product?
As long as we receive your order within 3 weeks after the event, your video will be shipped with all the others. If you order after that time frame, your order may be delayed slightly, however, not much. Back orders are orders taken after the first shipment of the ‘main orders’ 8 weeks after event. Orders after this may be delayed because they are considered back orders. Back orders usually take 6 weeks from receipt of order. We try to minimize this by having extra videos available for months after the event. It’s always faster to get your order in right away even though past events can be ordered at any time. |
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What happens if my check is returned or my credit card is declined?
Processing orders after the event takes time, sometimes checks bounce or credit cards decline. No problem. If there is a problem, we will contact you. Your order will be put on hold until we hear from you. There may be a service charge depending upon the circumstances. We try to be understanding of individual situations. |
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How can I pay for my product?
BOX5 Media accepts Checks, Mastercard, Visa American Express and Discover Cards. Do not send Cash in the mail. It is also discouraged to pay by cash at the event as well. If you do pay cash at an event, make sure you get a receipt. The check or credit card statement would be your receipt if paying that way. |
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I am not happy with my product, do you offer a guarantee?
Absolutely, BOX5 Media has a 100% satisfaction guarantee. We will do everything in our power to alleviate your issue. Due ot the nature of our product refunds are not available on custom products or products specifically designed for the customer. If you have any concerns or questions please send us an email @ support@box5productions.com. |
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Where do I send returns?
BOX5 Media
9127 Galene Dr. STE #2
Louisville, KY 40299
ATTN: BOX5 RETURNS
Be sure to put a note in your package explaining what the problem is and reason for return. |
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Can I copy my product for my friends?
BOX5 Media is paid exclusively from the sale of these products. Not only is it illegal to try to copy the products, it is also unethical. BOX5 Media puts a signal on the DVDs to prevent illegal copies. It is always an advantage to have the original packaging and quality. Audio & Video Downloads are encrypted with IP address tracking devices and all unlawful use of product is noted and used to the advantage of BOX5 Media. |
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Should I leave multiple messages on your voice mail or email?
BOX5 Media travels about 30,000 miles per year filming and producing events all across the country. This takes most if not all of our staff out of the office for extended amounts of time. We receive each and every voice mail and email and will work on your issues as soon as we can, sometimes we will begin working on your issue without a return phone call or return email. PLEASE KEEP IN MIND, ALL DUPLICATE EMAILS AND VOICE MAILS ARE DISCARDED BY OUR EMAIL & PHONE SYSTEM. Sending mass emails to our company only slows our process and could delay in the receipt of your product. We work very hard to make our products as great as possible and each every person that has ordered a product from us has received it. |
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Will my credit card or check be cashed before I receive my product?
In short, YES. In order to cut down on fraud and expedite the ordering process all orders are processed immediately. If you place your order online your card is charged immediately at check out. If you check is cashed or credit card processed you can be assured that we have your order and it is in the que to be shipped / delivered. |
