Frequently Asked Questions?

ACCOUNT QUESTIONS

Q. How do I update my personal account information?

A. You can update your personal information, including your login, password, shipping address, payment method and email subscription, by visiting the Your Account page.

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Unsubscribing from emails

Q. How do I unsubscribe from PhilMovies emails?

A. You can choose which emails you receive from PhilMovies by clicking on Your Email Subscriptions and Preferences in Your Account.

Please note that as long as you're an active member, you'll continue to receive shipment and receipt confirmations of ordered titles, along with any information pertaining to your account.

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Reviewing Rental Activity

Q. Can I see a list of all the movies I've rented?

A. You can view all movies rented within the past 3 months on the DVD Rental Activity page.

To see a list of all the movies you've ever rented, click on the Send Full Rental Activity button at the bottom of the DVD Rental Activity page. We'll send your entire movie rental return activity to the email address we have on file for you.

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Trouble Logging In

Q. I'm having trouble signing in.

A. Visit our Login Help page to get assistance on email or passwords.

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Managing the Queue

Q. How do I remove, adjust or change the priority of movies in my Queue?

A. To adjust the priority of movies in your Queue, change the number in the Priority column and then click Update Your Queue.

It's also easy to change the priority of more than one movie at a time. Simply change the priority of as many movies as you want and then click Update Your Queue - the site will make all the necessary changes.

To remove movies from your Queue, check the remove box in the "X" column and then click Update Your Queue.

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BILLING QUESTIONS

Reviewing Rental Terms

Q. What are the terms of my current membership?

A. You can view the terms of your membership, including your subscription level, by clicking on Current Membership Terms in Your Account.

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Reviewing Billing Activity

Q. Have I been charged? Where can I get a history of my billing?

A. You can view your Billing Activity on Your Account Page.

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Changing Membership

Q. Does PhilMovies offer different rental plans and monthly rates? How do I change my rental membership? Do you offer discounted rates?

A. PhilMovies does offer different rental plans to suit the needs of our customers.

Our standard plan is unlimited rentals with 3 movies out at-a-time. Available plans include:

Our most popular standard plan is unlimited rentals with 3 movies out at-a-time. Available plans include:

A. Yes, we do offer discount. In order to save you more money, we highly recommend our Discounted Subscription Plans. Not only you will enjoy the movies but you will realize a big savings as well. That is if you sign-up for Quarterly, Semi-Annual or Annual Membership.

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Discounted Subscription Plans –

You may change your account status anytime by clicking on the Change link next to Membership Terms in Your Account.

Any changes to your service will take effect at the start of your next billing date. Until that time, your PhilMovies membership will remain unchanged.

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SHIPPING PROBLEM QUESTIONS

Missing a DVD

Q. I returned a movie but PhilMovies didn't receive it. What should I do?

A. If you mailed a movie back to us six or more days ago and have not received a return e-mail confirmation from PhilMovies, please notify us by going to the Rental Activity page in Your Account and select the "Report Problem" link for that movie. While we typically receive returned movies in two to four days, shipping delays do occasionally occur. When this happens, we want to make sure you're still able to receive new movies, simply notify us that you’ve already mailed your movie back and we’ll release the next available movie in your Queue as quickly as possible.

Q. What happens if a movie is lost in the mail? Will I be charged for this movie?

A. We're aware that discs may be lost during the shipping process, through no fault of our customers. We will replace the occasional lost disc free of charge. However, if the number of lost discs becomes excessive, we will place the account on hold for review and notify the customer via email.

Q. A DVD you sent has not arrived. Will you send another copy?

A. You can notify us of a missing DVD by going to the Rental Activity page, in Your Account, and you can report the DVD as lost. We'll send you a replacement movie as quickly as possible.

If the original DVD eventually does arrive, simply return it to us in the prepaid envelope.

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Missing a white sleeve/envelope

Q. I lost the prepaid return envelope used for returning the DVD.

A. If you misplaced one of our prepaid return mailers, you can mail up to two DVDs back in the same package. Or, you may send your DVDs to:

P.O. Box 80120 Las Vegas, NV. 89180-0120

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

A. If you've misplaced the sleeve, simply return the movie with a note that includes the name and email address associated with your account, so we can properly credit the returned movie to your account. Please note that this may take us additional time to process.

Unfortunately, we can’t give you credit for returning the movie without this information.

If you later find the white sleeve, you can discard it.

Q. I returned a DVD without its white sleeve.

A. If you enclosed a note with the DVD that included your name and address, you will be properly credited for the returned movie. If you returned a DVD with no note, we may not be able to properly credit it to your account. If this occurs, please visit the Rental Activity page, in Your Account, and click on "Report Problem". If you still have the white sleeve, you can discard it.

Please note that this DVD may take additional time to process.

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Receiving the wrong DVD

Q. I accidentally returned a personal CD or DVD. How do I get it back?

A. Unfortunately, we're unable to return personal CDs or DVDs that are mistakenly sent to us.

Q. I purchased a previously viewed movie but received the wrong movie in the mail.

A. Please report this and we will replace the movie. Go to Billing Activity in Your Account, find the movie you’d like to return and click “report a problem.” You’ll find instructions for returning. We apologize for any inconvenience this may have caused you.

Q. I received a wrong movie and it’s not listed in the movies I have out.

A. If you've received a movie you did not order, please return the DVD and sleeve in its postage-paid mailer. Then re-order the correct movie by placing it back in Your Queue in the first position. We will ship you the next available copy.

Q. I sent back a DVD in the wrong white sleeve. What should I do?

A. If you still have the other DVD in your possession, please return it in the white sleeve from the DVD you sent back. Please include a brief note (with your email address) explaining the situation.

DVD PROBLEM QUESTIONS

Have a Damaged DVD

Q. I received a scratched, damaged, or unplayable DVD. What do I do?

A. If you have received a DVD title that is unplayable, try cleaning the disc first. (window cleaner on a paper towel works well.)

If the disc is cracked, damaged, or still won't play, you can report it at the Rental Activity page in Your Account.

On this page you also have the option to request that a replacement disc be sent to you immediately.

Please return the damaged disc, as many damaged discs can be repaired with our polishing machine. Also, for many titles, PhilMovies must account for, or pay the movie studio for lost discs; your return of the damaged disc is appreciated, and helps keep costs low for all our customers.

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Have an Unplayable DVD

Q. I received a scratched, damaged, or unplayable DVD. What do I do?

A. If you have received a DVD title that is unplayable, try cleaning the disc first. (window cleaner on a paper towel works well.)

If the disc is cracked, damaged, or still won't play, you can report it at the Rental Activity page in Your Account.

On this page you also have the option to request that a replacement disc be sent to you immediately.

Please return the damaged disc, as many damaged discs can be repaired with our polishing machine. Also, for many titles, PhilMovies must account for, or pay the movie studio for lost discs; your return of the damaged disc is appreciated, and helps keep costs low for all our customers.

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Have a mislabeled DVD

Q. I received a DVD that I didn't order. The title on the white sleeve was correct, but the DVD title was incorrect.

A. If the movie you received did not correspond with the title on the white protective sleeve you can notify us by going to the Rental Activity page, in Your Account, and clicking on "Report Problem". At that time, you can request a replacement movie.

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