Order Help > FAQ

Contents

  1. Returns
  2. Replacement
  3. Refund
  4. What if my DVD will not work in my DVD player?
  5. What forms of payment do you accept?
  6. What is a CVV Code and why do you need it?
  7. What are my shipping options?
  8. Do you offer expedited shipping options?
  9. What is the status of my order?
  10. How can I change the details of my order?
  11. How do I retrieve a forgotten password?
  12. How is my customer information treated?
  13. Do you offer resale pricing?
  14. How are the DVDs you sell formatted?
  15. Do you ship internationally?
  16. What if my billing and shipping address are not in the same country?

Returns

All returns/replacements require a Return Merchandise Authorization (RMA). To request an RMA, please Contact us.


Replacement

You may request a replacement for your purchase within 30 days of the order ship date for either of the following two reasons:

  1. We sent the wrong item
  2. The item received is defective (including damaged in transit, possible disc compatibility issue, or book defect)

Once you have requested and received your Return Merchandise Authorization (RMA) number, we will send a replacement, along with a postage-paid mailing envelope for return of the wrong/defective item.

For large bulk book orders, we may ask that you return samples of the defective books along with the book covers of the remaining items. The details will be included with the RMA.

Refund

You may return your disc purchase for a refund within 30 days of the order ship date only if the item is in unopened/original condition. (If you discover that the item is defective after the package is opened, a replacement will be granted; please see Replacement above). Refund will be of the item purchase price, excluding shipping & handling. Please note that books may not be returned after purchase.  However, defective merchandise will be replaced.

Requests for a Return Merchandise Authorization (RMA) for any reason other than those listed above will not be accepted. To request an RMA, please Contact us.

What if my DVD will not work in my DVD player?

Some older model DVD players may not properly read DVDs that are made with the latest recording methods. Prior to purchasing titles from CreateSpace, we strongly suggest that you review the compatibility information at www.videohelp.com/dvdplayers to see whether or not your DVD player will play our DVDs. If your player won't play a title that you ordered, we'll accept a return of the DVD.

What forms of payment do you accept?

At this time we can only accept orders via credit card. We accept MasterCard, Visa, American Express, and Discover credit cards, as well as debit cards associated with these institutions. Additionally, all credit card transactions will need to be verified with the Card Verification Value Code (or CVV) from your credit card. (For more information on CVV codes, please see "What is a CVV Code and why do you need it?").

What is a CVV Code and why do you need it?

For your protection, we request the additional Card Verification Value (CVV) code from your credit card. This code is used for fraud protection, so if someone has possession of your credit card number they would also need to have possession of the physical card in order to know what your CVV code is.

American Express: the CVV code is a four-digit number on the front of your card. All other credit and debit cards: the CVV code is on the back of your card (near the signature strip) and is the last three digits of a seven-digit string.

What are my shipping options?

Orders shipped domestically can be sent via U.S. Mail or FedEx. (For internationally shipped orders, please see Internationally Shipped Orders). Typically, your order will ship 2-3 business days after the order was placed. (Please note that bulk orders may take up to five business days from the order date to ship).

We do not currently post shipping & handling rates on our website because costs vary depending on destination, the shipping method, and the quantity of items ordered.  For exact shipping rates for your order, simply go through the checkout process on the CreateSpace website. Shipping costs will show before final confirmation of your order and before charges are made to your credit card.

For orders sent via U.S. Mail: The U.S. Mail Delivery Confirmation Number provided in your receipt allows you to confirm when a package is delivered, but does not provide tracking details along the way.  This means that the USPS "Track & Confirm" website won't have any information until the Post Office actually delivers your order.

Do you offer expedited shipping options?

Expedited shipping via FedEx may be available at the time of your purchase and will show in your shipping options during checkout. However, shipping options may be limited at the time of purchase due to high order volume, or unavailable based on your shipping destination.

What is the status of my order?

You can view your order details, check on the status of you order, and track your order by logging into Your Account.

How can I change the details of my order?

Orders cannot be changed once they are placed. To update the shipping address on an order that has not yet shipped, please Contact Us.

If you ordered the incorrect title, or the wrong quantity of items, your order will need to be cancelled. Please note that it is your responsibility to re-place cancelled orders for the corrected title/quantities.

How do I retrieve a forgotten password?

To have your password sent to your account login email address, please go to the log in page and click the Forgot your password? link.

How is my customer information treated?

For details on how CreateSpace uses your customer information, please see our Privacy Policy.

Do you offer resale pricing?

CreateSpace does not offer resale pricing. If you are a licensed reseller and wish to purchase a title, please contact the content provider directly for additional information and possible discounts.

How are the DVDs you sell formatted?

All DVDs listed on CreateSpace are region-free; however, they may be formatted in either NTSC or PAL. (All discs will clearly list the format type at the time of purchase). Please check your DVD player's manual for more information on whether your player is compatible with NTSC, PAL, and DVD-R discs.

Do you ship internationally?

CreateSpace ships orders globally. We do not currently post international shipping & handling rates on our website because they vary based on the destination, package weight, and ship method. For a specific list of countries we ship orders to, as well as shipping costs, please go through the checkout process on the CreateSpace website. Shipping details will show before final confirmation of your order and before any charges are made to your credit card.

Depending on which country you would like the order shipped to, your order will be sent via U.S. Mail Global Priority or via FedEx International service.

Most international orders are sent via U.S. Mail Global Priority. This carrier does not provide tracking details.  Although it is true that shipments sent via U.S. Mail Global Priority usually arrive at their destinations 2-3 weeks from the ship date, transit times vary and may be significantly longer.

NOTE: International orders may be subject to import duties and taxes, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. Additionally, when ordering from CreateSpace.com, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.

What if my billing and shipping address are not in the same country?

We apologize, but as a measure to prevent fraud, our automated online system cannot accept orders if the billing and shipping addresses are not in the same country.