Faq
- How do I order items?
- I haven't shopped here before, is there anything I should know?
- Do you accept international orders?
- What is the difference between online and offline payments?
- I have lost my invoice, can I get a new one?
- How do I log in?
- What do I do if I forget my password?
- How can I change my personal details & newsletter preferences?
- How can I view my orders?
- How do I cancel an order?
- How do I change the delivery address for an unshipped order?
- I ordered the wrong title or ordered too many copies, how can I correct it?
- I am a returning customer from your previous website. How do I log in?
- What forms of Payment do you accept?
- Are online transactions safe?
- When will I be charged?
- What is Credit Card Verification?
- Is there another way I can verify my credit card?
- How do I verify my order?
- How long does it take for charges/refunds to show on my statement?
- What happens if my credit card declines?
- I have previously verified my credit card on your old website, will I need to verify again?
- How much do you charge for postage?
- What courier(s) do you use for shipping?
- How will my order be packaged?
- When will my order be shipped?
- How long will I have to wait for my Out of Stock title to be available?
- Once I have received a shipping confirmation email, how long will it take for my order to arrive?
- The time specified above has lapsed, yet I still have not received my order. What should I do now?
- What are the different postage options?
- What are the different product statuses, and what do they mean?
- What do your film classifications mean?
- If you do not have a title on your website, can you order it in for me?
- I would like to know something specific about a movie or game that is not listed on your website, can you help?
- Why is my product not shrink wrapped?
- Will DVDs & Blu-Ray on your site work in my country?
- What are the different DVD regions?
- What are the different Blu-Ray regions?
- What is the difference between PAL and NTSC?
- What game systems do you sell games for?
- Where can I find out about PC System Requirements?
- How long will it take for my game/accessory to arrive?
- My game won't work in my PC, can I return it?
- What is your policy on Online only games?
Policies
Click here to be redirected to our Policies page.
Can't find an answer here? Click here to email us your question.
Ordering Process
1. How do I order items?
Placing an order is a simple process. First you need to find the title you are looking for. You can either search for a specific title using our search engine, or you can browse through numerous specials, latest releases and coming soon titles. Once you have found the title(s) you are looking for, just click the 'Add to Cart' button to add the item to your cart. When you have all the titles you want, in your cart, simply click the 'Checkout' button. If you are not logged in (or do not have a membership account yet) you will be prompted to login or create one before proceeding.
2. I haven't shopped here before, is there anything I should know?
If you are a first time international customer, you are required to verify your credit card before your order can be processed. This is done using a similar method to PayPal, and you can find more information on it here. This process will be done each time you use a new credit card.
3. Do you accept international orders?
Yes, any country Australia Post delivers to can be selected as a delivery destination. However there are some limitations on weight and insurance. For more information, see Australia Post's website.
4. What is the difference between online and offline payments?
All orders are placed over the internet regardless of payment options selected.
When you select online payment, your credit card details are stored securely in an encrypted form on a Gateway server. This way you do not need to enter your credit card details each time you place an order (unless the number changes or you wish to use a different card).
If you choose to pay offline, we will not receive your payment details until you have contacted us (via phone, fax or mail) and your credit card details are not stored. Offline payments usually take longer to process, and therefore can cause delivery delays.
5. I have lost my invoice, can I get a new one?
Yes, simply contact us here with the required order/shipment number, and we will email a copy of the invoice to you.
Member Profile
1. How do I log in?
Some web browsers will keep you logged in until you clear your cookies. However, to login you simply need to click the 'login' link at the top of the page, enter your username and password and you will remain logged in until you click the 'logout' link or you close your browser.
2. What do I do if I forget my password?
If you click here, your password will be reset and a new random one emailed to you. Once you have received your new password via email, you can log back into the members section and create a new one.
3. How can I change my personal details & newsletter preferences?
If you click here, you can edit all of your member details including; User Name, Member Address, Delivery Address (future orders only), Password, Email address and whether you want to receive our Newsletter or not. Please note that if you wish to change the delivery address on a pending order, you will need to contact us directly.
4. How can I view my order?
Click here to be taken to the orders page. Once the page has loaded, just click on the order you want to view.
5. How do I cancel an order?
To cancel order, please review our cancellation policy first, and then fill out the form here. Ensure that you include your order number and the reasons for the cancellation.
6. How do I change the delivery address for an unshipped order?
Fill out our contact form specifying the order number, and the new address.
7. I ordered the wrong title or ordered too any copies, how can I correct it?
Fill out our contact form specifying the order number, and changes you wish to make to the order.
8. I am a returning customer from your previous website. How do I log in?
Unfortunately, due to the differences in the new website (such as now requiring a user name), no member details have been transferred across. You will need to sign up before you can place any orders.
Payment & Charges
1. What forms of Payment do you accept?
- Credit Cards: We accept Visa, MasterCard & Diners Club. This includes paying online (entering your credit card at the checkout), or offline using one of the following methods; Place the order online, and then phone, fax or mail your card details to us.
- Money Order: Australian customers can also pay for their order by money order, however orders paid by this method must be made using the offline order method.
- Direct Deposit: All customers can also pay via direct deposit. As with money orders, orders must be made using the offline order method. Orders will not be shipped until the payment has cleared our bank account (usually 1-3 days).
Please note that goods will not be shipped until payment has been received and successfully processed.
2. Are online transactions safe?
Online transactions use a technique called SSL (Secure Sockets Layer) this encrypts the information that flows between your computer and us when you place an order. By using this method it means that a secure connection has been made, and credit card details can be sent safely. If you have any concerns about submitting your credit card details online, we also accept payment by credit card through offline ordering. This way you can fax, phone or mail your credit card details through.
3. When will I be charged?
It is our policy NOT to charge your credit card until the time we ship your order. However if you are an international customer using a new credit card, there will be a small charge made for verification purposes (which is subtracted from your first shipment). See our verifications policy for more information on this charge.
PLEASE NOTE Atlantic DVD does not take responsibility for any international transaction fees your bank may charge, nor for any customs duties incurred.
4. What is Credit Card Verification?
Credit Card Verification is a process we perform for international customers to ensure that your credit card is not being used fraudulently. See our verifications policy for more information.
5. Is there another way I can verify my credit card?
Unfortunately not all international banks provide CCV security checking and thus we need to verify all international orders. However this may change in the future as technology changes.
However if you opt to change your payment option to Direct Deposit, you will not have to perform the verification and your order can be processed as soon as the payment is received.
6. How do I verify my order?
To verify your order, you simply need to find out how much the random charge is (by checking your bank statement or contacting your bank), and then enter the amount (in AUD) here.
7. How long does it take for charges/refunds to show on my statement?
Charges can appear on your statement immediately but it is more common to take around 2 business days. However, it can take up to 5 business days or more depending on how quickly your card provider updates its records. Refunds usually take the same amount of time to appear, but can occasionally take longer.
8. What happens if my credit card declines?
Your card can decline for a few different reasons. The most common, is that the card number, expiry date or CCV has been entered incorrectly. If this is the case, you will need to contact us (see here for our contact options) with your credit card details so we can correct it for you, or place the order again. The charge can also decline if there are not enough funds available, the card is not linked correctly to an account, or if the financial provider is temorarily unavailable. In these cases, we will try to charge the card again when the corrective action has been taken.
9. I have previously verified my credit card on your old website, will I need to verify again?
Unfortunately as no member details have transferred across from our old website, all international customers will be verified each time they place an order with a new credit card. This is an automated process, so if you previously verified your credit card on our old website, contact us here and we will approve your order and skip the verification process (although you will still have a verification charge on your credit card – which is deducted from your total order cost).
Postage & Delivery
1. How much do you charge for postage?
Our postage rates can be found here.
2. What courier(s) do you use for shipping?
We use Australia Post for all of our shipping, however we can use other couriers upon request, if the customer is willing to pay the additional charges. Please contact us prior to ordering for a postage quote.
For more information on customs restrictions/charges & postage please consult the Australia Post website for more information.
3. How will my order be packaged?
For Standard Australian Mail & International Mail we use Australia Post Tough bags, and for Express orders we use Australia Post Express satchels. All DVD's are wrapped in bubble wrap to protect them during transit. For large orders, DVD's may be packaged in boxes with additional packing material
4. When will my order be shipped?
We endeavour to have all orders received prior to 2pm shipped the same day (Monday to Friday only) as long as the stock is Available and payment is received successfully.
Coming Soon titles will be shipped as soon as the stock arrives. This can sometimes be anything up to 2 weeks early, so please specify if you do not want your order to be charged & shipped prior to this date.
Out of Stock titles will be shipped as soon as we receive more stock.
If you need to verify your credit card, your order will remain on hold until it has been verified. In general stock will NOT be held and out of stock titles will not be ordered for you until verification has been completed.
5. How long will I have to wait for my Out of Stock title to be available?
This can vary depending on the title and the distributor and can take anything from 3 days to 6 months. The average turnaround time is approximately 1-2 weeks.
Please note, that unless you cancel your order or specify otherwise in your order, your order will remain on back order indefinitely until the stock is received.
6. Once I have received a shipping confirmation email, how long will it take for my order to arrive?
Postage times vary between locations and between couriers, but see here for the average delivery times.
For more information, please consult the Australia Post website
7. The time specified above has lapsed, yet I still have not received my order. What should I do now?
First of all, log in to your member profile here and check that the delivery address for your order is correct. If this is correct, try contacting your local post office to see if they are holding your parcel for you. Occasionally parcels do not fit in letter boxes and collection cards are not left. If you have ordered via express post, you can enter your tracking number here to try and locate it.
If you are outside of Australia, try contacting your local customs office, as occasionally items can be held for longer periods in customs.
Finally, if all of the above fail to locate the missing parcel, contact us (see here for our contact options) for further information.
8. What are the different postage options?
See here for our different postage options.
General Product Information
1. What are the different product statuses, and what do they mean?
DVD's & Blu-Ray
- Available Now - We have the title currently in stock in our warehouse and it is available to ship immediately. Please note however, that if we receive multiple orders for the same item, stock levels might change before your order can be fulfilled.
- Out of Stock - The title is currently out of stock and needs to be re-ordered.
- Coming Soon - The title has not yet been released, or is coming out on special soon.
- Not Available - The title is no longer available for ordering. It may have been pulled from its release, or the distributor lost the rights to it. In general, there is no indication for when the title might be released again.
Games & Accessories
- Available Now, ships within 2-5 days - Either we, or our distributor has the title in stock and we will have it available to ship within 2-5 business days.
- Out of Stock - Both we, and our distrubtor are out of stock of the title, and it needs to be re-ordered.
- Coming Soon - The title has not yet been released and will be available on the date specified.
2. What do your film classifications mean?
The Content Is Very Mild
The Content Is Mild
The Content Is Moderate in Impact
The Content Is Strong
High Level Content
3. If you do not have a title on your website, can you order it in for me?
While we endeavour to get all titles that are available in Australia onto our website, occasionally some are missed. If you believe a title has been released in Australia (not on eBay or Amazon etc), you can contact us here to see if we can obtain the title for you. Bare in mind that other countries (especially the United States) frequently receive products earlier then we do here in Australia, and we may not yet have any release information for the product.
Please note that it is against the law for us to Import products that have not been released in Australia yet, so even if you have seen it on an international site, we still cannot order it.
4. I would like to know something specific about a product that is not listed on your website, can you help?
If we do not have a title on our site, and it is not available in Australia presently, unfortunatley we cannot provide any answers.
5. Why is my product not shrink wrapped?
Occasionally we receive products from the distributor that are not shrinkwrapped. If you receive an unshrinkwrapped title, it does not mean that it is second hand, it is either because that is how the distributor has sent it to us, or the disc has been inspected for any impurities prior to sending.
DVD & Blu-Ray Information
1. Will DVDs & Blu-Ray on your site work in my country?
If you are in Australia, all of our products will work. If you are outside of Australia, you will need to consult our region guide below for more information.
2. What are the different DVD regions?
While the vast Majority of DVD's on our website are Region 4, there are occasional titles that are Region 0 or multiple regions. See below to find out what country each region is;
Region 0
Informal term meaning "playable in all regions", "region free" or simply "all regions". There is no region 0 code as such; instead, all region code flags are set, making the disc playable worldwide
Region 1
Bermuda, Canada, the Cayman Islands, United States and U.S. territories
Region 2
Albania, Andorra, Bahrain, Belarus, Bosnia and Herzegovina, Croatia, Egypt, European Union, Faroe Islands, Georgia, Germany, Greenland, Guernsey, Iceland, India, Iran, Iraq, Isle of Man, Israel, Japan, Jersey, Jordan, Kuwait, Lebanon, Lesotho, Liechtenstein, Macedonia, Moldova, Monaco, Montenegro, Netherlands, Norway, Oman, Qatar, Russian Federation, San Marino, Saudi Arabia, Serbia, Slovakia, South Africa, Swaziland, Sweden, Switzerland, Syria, Turkey, Ukraine, United Arab Emirates, Vatican City State, Yemen
Region 3
Southeast Asia, Hong Kong, the Philippines, Macau, South Korea, and Taiwan
Region 4
Australia, New Zealand, Papua New Guinea, Central America, the Caribbean, Mexico, Oceania, and South America (except French Guiana)
Region 5
African countries not explicitly included in other regions, countries included in the former Soviet Union, the Indian subcontinent, Mongolia, North Korea, and Seychelles
Region 6
Mainland China
3. What are the different Blu-Ray regions?
Please note that we ONLY stock Region B Blu-Ray titles.
Region A
North America, Central America, South America, Japan, Taiwan, North Korea, South Korea, Hong Kong and Southeast Asia
Region B
Europe, Greenland, French territories, Middle East, Africa, Australia and New Zealand
Region C
India, Bangladesh, Nepal, Mainland China, Pakistan, Russia, Central and South Asia
4. What is the difference between PAL and NTSC?
PAL and NTSC are the two video formats used for DVD. The basic simplest difference is PAL use 25fps vs NTSC using 30fps.
Most televisions have been designed over the past few years to accept both PAL and NTSC. But say for example if you play a NTSC DVD on a PAL system television the picture on will be distorted in black and white.
Below is a list of countries and their standards, but don’t forget most modern televisions will accept both PAL and NTSC DVDs.
PLEASE NOTE: Unless otherwise specified, ALL DVD's on our site are PAL formatted.
PAL (Phase Alternate Lines)
Afghanistan, Algeria, Angola, Argentina, Australia, Austria, Bangladesh, Belgium, Borneo, Bosnia-Herzogovina, Botswana, Cambodia, Canary Islands, China, Cyprus, Denmark, Ethiopia, Fiji, Finland, Germany, Ghana, Gibralter, Great Britain, Greenland, Guinea-Bissau, Hong Kong, India, Indonesia, Ireland, Israel, Italy, Jordan, Kenya, Korea (North), Kuwait, Laos, Liberia, Madagascar, Malaysia, Malta, Monaco, Mozambique, Nepal, Netherlands, New Zealand, Nigeria, Norway, Pakistan, Paraquay, Portugal, Sierra Leone, Singapore, Soloman Islands, South Africa, Spain, Sri Lanka, Sudan, Swaziland, Sweden, Switzerland, Thailand, U.A.E, Uganda, Uruguay, Vietnam, Yemen, Yugoslavia, Zimbabwe.
NTSC (National Television Standards Committee)
Bahamas, Bermuda, Bolivia, Canada, Chile, Colombia, Costa Rica, Cuba, Curacao, Dominican – Republic, Ecuador, El Salvador, Grenada, Guam, Guatemala, Guyana, Honduras, Jamaica, Japan, Korea (South), Mexico, Netherlands Antilles, Nicaragua, Panama, Peru, Philippines, Puerto Rico, Samoa, Taiwan, Trinidad Tobago, U.S.A., Venezuela, Virgin Islands.
Game Information
1. What game systems do you sell games for?
We sell games for PC, X-Box 360, Playstation 2, Playstation 3, Playstation Portable (PSP), Nintendo DS and Nintendo Wii.
2. Where can I find out about PC System Requirements?
If you check the game manufacturer's site, you can usually find system requirements for the game in question. Some other useful sites are System Requirements Lab & Internode Games Network.
3. How long will it take for my game/accessory to arrive?
For Available Now products;
It will take approximately 3-5 days (but can occasionally be 1 day) for the stock to arrive in our warehouse, and then standard delivery times apply (see here).
For Out of Stock products;
It usually takes approximately 2 weeks for more stock to be received in our Distributor's warehouse, an additional 3-5 days for us to receive the stock, and then standard delivery times apply (see here).
Please note, that unless you cancel your order or specify otherwise in your order, your order will remain on back order indefinitely until the stock is received.
For Coming Soon products;
For any pre-orders placed at least a week prior to the release date, in general you should receive it within the standard delivery time (see here) from the release date.
Please note that release dates can change at any time without notice, so check back on our site frequently for updates.
4. My game won't work in my PC, can I return it?
If the disc is faulty, or damaged you can return it to us by contacting us here.
If the game does not work due to insufficient system requirements, Atlantic DVD reserver the right to deny any returns. It is the customer's responsibility to research the system requirements of their game before ordering.
5. What is your policy on Online only games?
All Online only games are sold on the premise that they cannot be returned for any reason other than they are faulty. If the game is damaged in transit, unless insurance is selected, the game cannot be returned.
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