How To Open an Account

Once you create an account, you can view your account history, track your order, reserve or request the movie you want to rent, as well as manage your cafeDVD Reward Points by logging in to you account. Use your "My Account" page to change your member information including your password, email address, shipping address, and credit card information.

Q. What is A Wish List?

Your "Wish List" is a customized list of the movies you want to rent. When a title on your Wish List becomes available, cafeDVD will notify you automatically via e-mail. Putting a DVD on your Wish List puts you under no obligation to rent that title it at any time. The Wish List is a free, courtesy feature at cafeDVD, provided for your convenience and enjoyment.

Q. How much does it cost to rent?

Q. How long will it take to get my movies?

Titles are sent via first-class mail and usually arrive within 2-4 days. The U.S. Post Offices provides a reliable, affordable shipping method, and we're happy to pass those savings along to you. Some movies may take longer than 4 days to arrive because of unforeseen delays in the U.S. postal system. cafeDVD cannot guarantee delivery dates.

Shipping and Returning DVDs

Q. What is your shipping policy?

Orders received by 4:00PM (Pacific Standard Time) are shipped out the same day. Orders received after 4:00PM, on weekends or holidays are shipped on the next business day. cafeDVD will automatically send you an e-mail confirming your shipment as soon as your order is en route. All orders are shipped by U.S. First-Class mail and should arrive in 2-4 days.

Q. What is your Return policy?

When rentals are returned, we inspect the discs and put them back into our inventory. A return confirmation email is sent to you. If you do not receive the email, it means we have not received your return from the U.S. postal service.

Q. How long will it take to receive my movies?

Movies arrive in 2-4 days. We use USPS First-Class Mail as our standard delivery method to help maintain our competitive pricing edge. A title may take longer to arrive due to unforeseen delays in the postal system. cafeDVD cannot guarantee on-time delivery.

Q. It's been 4 days since I received my shipping confirmation e-mail, but my order hasn't arrived. What should I do?

If a postal delay occurs and you do not receive your order within 4 days, email us immediately. We will re-calculate the rental period so that it begins when you receive your order. (The return date is based on the expected arrival date, which is 3 days after the shipment.)

Q. I need my movie by a certain date. Can it be guaranteed?

CafeDVD cannot guarantee delivery by a certain date because we use USPS First Class and Priority Mail.

Inventory & Availability

Q. Why can't I find the movie I want?

1. Available Now: We have copies of this title available for immediate shipment.
2. Short Wait: We don't have a copy ready to ship immediately, but the waiting list isn't long and a copy should be available soon. A "short wait" title usually becomes available in a few days to two weeks.
3. Long Wait: Due to limited supply this title may not be available for several weeks or a month. However, provided the title is not out of print and wish list demand is high more copies will be purchased as soon as possible."
4. Coming: We do not have this title available for rental, but it will be part of our inventory in the near future.

Q. I'm looking for a certain DVD and cafeDVD doesn't appear to have it.

First go to www.imdb.com to see if the title has been released on DVD in the U.S. or if a release date is scheduled. Then, notify our staff at titlerequest@cafedvd.com. Your request will be sent to our purchasing department. You may also add the title to your Wish List. cafeDVD is always responsive to member interests, so we analyze members' Wish Lists each month to help determine which titles should be added to our inventory.

Monthly Subscription Rental Program

Q. Do I need to Open an Account to join monthly subscription rental plan?

Yes. To take advantage of any service at cafeDVD, you must first open an account with us. You must be 18 years of age or older, have an e-mail address and a valid credit card. There's no membership fee or commitment. Simply go to "My Account" and choose a user name and password to create an account.

Q. How does monthly subscription rental program work?

Q. How do I use the Rental Queue?

As you browse the cafeDVD site, you may click the "Add to Wish List" button that appears next to every movie. The title will automatically be added to your Rental Queue. Prioritize films in your Rental Queue by manually entering a desired rank. You can update or edit your Rental Queue anytime. We'll send you the top four ranked DVDs from your Rental Queue as they become available.

Q. I sent back a DVD, but didn't receive a return confirmation e-mail from cafeDVD. What do I do?

Typically, we receive movies you've returned in 2 to 4 days. However, when a postal delay does occur, we want to make sure you're not penalized and can still receive new movies from your list. To compensate for postal delays, we offer the pre-release service. You may use this feature to let us know you've sent a movie back to us. Once you notify us that you've already mailed your movie back, we'll release the next available movie in your Rental Queue as soon as possible. If you do not receive return confirmation email in 4-5 days after your return your DVDs, you should email us at support@cafeDVD.com

Q. How do I cancel my monthly subscription rental membership?

You may cancel your Monthly Subscription Rental membership at any time. Once you notify us of your decision by an email to support @cafedvd.com, your account will be closed. CafeDVD does not give refunds for unused portions of a membership. You will have seven days from the end of your membership to return all movies you have out to avoid any further charges to your credit card.

Policies

Q. What is the price of the cafeDVD Service?

Q. Is the cafeDVD site secure?

Yes. To safeguard your credit card information, cafeDVD uses SSL (Secure Socket Layers), the most advanced online ordering security system available. We are certified by Thawte, the third party organization who verifies authentic sites using SSL web servers. SSL encrypts all ordering information so that no part of your order -- including your name, address and credit card number -- can be read in transit by an unauthorized third party.

Q. Is my personal information secure?

cafeDVD.com is committed to protecting your privacy. The information we collect about you is used exclusively to process orders and to provide a more personalized rental experience. We do not sell, trade, or rent your personal information to others. We will not ask for your authorization to share your account information. Your personal password is the only key to access your account. To ensure your safety and privacy, do not share your password with anyone.

Q: What about "cookies"?

"Cookies" are small pieces of information that are stored by your browser on your computer's hard drive to facilitate and speed-up your online experience. cafeDVD cookies do not contain any personally identifying information, but they do enable us to provide you with one-button shopping. Most Web browsers automatically accept cookies, but you can usually change your browser to prevent that. Even without cookies, you can use most of the features in our store, including placing items in your shopping cart and purchasing them.

Members of cafeDVD must be at least 18-years old. It is a member's responsibility to know community standards and applicable law renting and owning NC-17, un-rated, and mature movies. CafeDVD is unable to ship movies with these ratings to any area not legally within the right to receive such material including the following areas: Tennessee;Alabama; Belleville, IL; Cincinnati, OH; Fairview Heights, IL; Southern Ohio; Oklahoma City, OK;Newport News, VA

Customer Support

Q. The DVD I rented is unplayable. What do I do?

Although all DVDs go through "quality control"before leaving the cafeDVD warehouse, titles are occasionally damaged in transit. If you receive a DVD that skips, try wiping the disc from its center to outer edge (never in a circular motion) with a clean, lint-free cloth. Dust particles are also a common cause for most playback problems. If cleaning doesn't solve your problem, email us at support@cafeDVD.com. Once we're aware of the situation, we'll make an adjustment to your account. When you return any faulty discs, please make a note on the sleeve that the DVD is "Damaged".

Q. I lost the white sleeve the DVD comes in. What should I do?

Sleeves are very important for keeping DVDs protected during mailing. If you've misplaced the sleeve, please send the movie back in a protective lint-free sleeve which can be purchased at most audio-video stores. Please enclose a note with your name and email address.

Q. I lost the prepaid return envelope used for returning the DVD. What should I do?

If you misplaced one of our prepaid return mailers, you may use a secure mailer with your own postage: CafeDVD, 2123 El Camino Real, Palo Alto, CA 94306. Or, request us to send you another return mailer.

Q. I broke or lost a DVD. What should I do?

If a title has become damaged while in your possession or is lost, please notify cafeDVD by email. We usually charge 50% of the list price for the lost disc. If you can find the DVD at a cheaper rate in your area, you may purchase a replacement copy and mail it back to us.

Q. Do I have to pay if a disc is lost and it's not my fault?

cafeDVD uses the U.S. Postal Service to safely ship discs to our members and we encourage our members to do the same. We do, however, understand that an occasional disc may be lost during the shipping process through no fault of the customer. But, when the quantity of lost discs reported by a customer becomes excessive, we place the account under review and notify the customer via email. We need your help -- monitoring areas of loss helps us provide valuable information to our postal liaison who works diligently to ensure the effective delivery and return of our DVDs.

Q. I received a movie I didn't order. What should I do?

To receive proper credit for a movie that you did not order, please send an email immediately to support@cafeDVD.com with "Incorrect Fulfillment" in the subject line. If the movie you received did not correspond with the title on the white protective sleeve, please also write down "Wrong Movie" on the sleeve of the DVD at the time of return.

Q. Why did I just receive a rental return confirmation email for a DVD I never received? Are you going to resend it?

If you receive a return email confirmation for a movie you never received, it means that the title was returned to us by the post office because they were unable to deliver the DVD. One reason may be that we don't have your complete and correct address on file. Go to "My Account"and review your address on file. If the address we have on file for you is correct, you may wish to contact your local post office. After correcting your address, you may add the title to the top of your wish list so that we can notify you when it becomes available for your rental again.

Special Features & Feedback

Q. What are Customer Reward Points?

Q. Do you have any special offers?

Q. Special Sales

Q. Send Us Feedback