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.

If tracking shows “Delivered,” we are not liable for stolen or missing packages and cannot issue a refund or replacement. Buyers are responsible for securing their mail and may wish to contact their local post office. Replacements are only issued for verified non-delivery cases confirmed by tracking. We may offer store credit as a courtesy at our discretion.

Because each DVD set is made-to-order and fan-created for personal collections, we do not accept returns. Refunds or replacements are only considered in the following situations: Your order arrives defective or incomplete (e.g., unplayable discs, missing content) The tracking status officially confirms the order was not delivered (U.S. and international) Artwork or packaging arrives damaged or misprinted (partial store credit may apply) To be eligible for any refund, credit, or replacement: You must submit a Replacement Form within 30 days of delivery. Issues must be backed by valid proof, such as tracking confirmation, photo/video evidence, or visible disc errors. 📦 Delivered but not received? If tracking shows a "Delivered" status, we are not responsible for stolen mail. It is the buyer’s responsibility to ensure a secure delivery location. 🌍 International Orders: If your package is delayed or stuck in customs, you must contact your local customs office for updates. If it’s officially declared lost or undeliverable by the carrier or customs, we can consider a refund or replacement with proper documentation. 📝 Important Notes: We do not issue refunds simply because a buyer changes their mind or misunderstood the listing. DVD cases are not included by default—they must be selected on each product page at the time of purchase. All requests must come directly from the original buyer. No third-party claims. For full details or to file a request, please see our Replacement & Refund Policy page - https://mediafind5.com/refund_policy/

All international orders are shipped via United States Postal Service (USPS) and include a tracking number; however, unless registered/insured shipping is purchased, tracking is typically only available while the package is within the United States. Once a shipment reaches a U.S. export facility (commonly shown as NY or NJ), this generally indicates the package has left the USA, and a lack of updates after that point does not mean the package is lost. International shipments often require additional time—sometimes several weeks—to clear customs before delivery. After U.S. departure, buyers are responsible for monitoring their shipment by contacting their local postal service or customs office and providing the tracking number (not the order number or transaction number). In many cases, a new tracking number may be issued by the destination country’s carrier once the package enters their system. Buyers are solely responsible for any customs fees, duties, taxes, or tariffs required by their country; these charges are not collected or reimbursed by MediaFind5, and refusal or failure to pay required duties does not qualify an order for refund. Shipping delays caused by customs processing, inspections, or unpaid duties are outside of our control and do not constitute grounds for cancellation or refund. If there have been no tracking updates for 30 days after the package leaves the USA, and the buyer has contacted their local customs office using the tracking number, we may review alternative options at that time. Undelivered international orders are not eligible for refund unless registered/insured shipping was purchased prior to processing. Registered/insured shipping is strongly recommended for high-value international orders. Registered shipping provides door-to-door tracking and shipping insurance, offering additional protection for your order. If a package is refused, abandoned, or seized by customs for any reason and is not returned to us, no refund will be issued. If a package is returned to us for reasons outside the buyer’s control, a partial refund may be considered for the item cost only and will exclude shipping fees. Buyers who wish to upgrade to registered/insured international shipping must contact us before placing their order, as registration cannot be added once processing begins.

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 an order any day of the week, but please note that our team operates during standard business hours: Monday–Friday, 9 AM to 5 PM Eastern Time (EST). Processing & Shipping: Orders are typically processed and shipped during business hours only. We do not process, ship, or respond to emails on weekends or holidays. Any messages received outside of business hours will be addressed once the next business day begins. Midday Hours: Please be aware that 12 PM–1 PM EST is our peak packing window, as we prioritize getting orders out before our daily mail pickup. During this time, our availability for email or message responses may be limited. Evenings & Weekends: We do not work late evenings or weekends, so any questions sent during those times will receive a reply during our next operating window. However, during major sales or promotional events, we may extend our hours to help ensure a smooth experience for all customers. Need Help After Hours? Our Facebook Group serves as a helpful community where many buyers share insights and answer questions. If our team is unavailable, feel free to post your question there—someone may be able to assist you in the meantime! Thanks for your understanding and support!