This page contains a summary of relevant policies for both people purchasing DVDs via our service ("shoppers"), and people using our service to publish and sell their titles ("members.") Please see the appropriate section below depending on how you are using our service.

Shopper Policies

Payment Methods
Cancellations
Shipping
Lost Orders
Returns
Privacy

Payment Methods

Credit Cards and Debit Cards

We accept MasterCard, Visa, American Express, and Discover. Debit cards associated with these institutions are also welcome. If you are paying with a MasterCard debit card, simply select MasterCard from the pull down menu on the order form. For Visa debit cards, select Visa.

Problems With Your Card

It is not uncommon to experience difficulties when ordering with your credit card over the Internet. A mistyped name or address may cause the authorization to be rejected. If that happens, please try again and make sure to enter the information exactly as it appears on the card. In order to protect you from credit card fraud CreateSpace has implemented a "three strikes" policy.

Three Strikes

If for any reason your authorization attempts fail three times in a row, we will lock out your current shipping session. This does not mean we won't accept your order, it just means that you will need to close your current browser and then restart it. This will require that you re-enter the CreateSpace site and start a new shopping cart. We also suggest that you use a different credit card when you return to shopping.

While these measures may seem a little severe, they are designed to prevent credit card theft and fraud.

Changing Your Credit Card Information

Once you place an order with us you will be unable to change your credit card information. We ask that if you need to do this, that you cancel your current order and create a new order with the different credit card information. Orders may be cancelled up to the time they are processed and shipped.

If you have any questions about this policy please contact our customer service department.

Cancellations

Once you place an order, you may cancel your order up to the time at which your order is processed and shipped. To see the status of your order, please go to Your Account. Please contact our customer service department to cancel your order.

After your order is processed (DVDs produced), you will not be allowed to cancel your order.

Shipping

CreateSpace will ship your titles within 2 to 3 business days after you place your order. Most titles will arrive 2 to 4 days after you receive a ship confirmation email from us. We will send you a shipment confirmation email to the address in your account. The email will have the shipment tracking number and the URL of our shipper's web-based tracking tool along with the shipper's customer service number.

Currently, CreateSpace ships via the United States Postal Service. Packages are sent either by First Class or Priority mail depending on the weight of the package. We plan to offer a wider variety of shipping choices in the near future.

Currently, we do not ship products to addresses in certain countries, including Iran, Afghanistan, North Korea, Vietnam, and Nigeria. If we do not ship to your address, you will be notified of this on your attempt to check out.

Lost Orders

If you think your order may have been lost, please check your shipment confirmation email to locate the tracking number. Then go to www.USPS.com/shipping/trackandconfirm.htm and enter the tracking number in the "track and confirm" box.

USPS will let you know the status of your shipment. (Please remember that it may take some time for USPS to enter your tracking number into their system. Allow 24 hours from the receipt of your shipment confirmation before checking with USPS.)

If you have checked with the USPS and have found no record of your order after 24 hours, please contact Customer Service.

Returns

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

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

We will not accept requests for a Return Merchandise Authorization (RMA) for any reason other than those listed above. To request an RMA, please Contact Support.

Privacy

We value your privacy - please see our Privacy Policy for complete details.

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Member Policies

For your convenience, this is a summary of several important points in the Membership Agreement to give you an overview of our Member policies. This page is for reference only, and all the terms and conditions of the Member Agreement take precedence over the information provided here. For specific details on the rights and responsibilities of CreateSpace and our Members, please see the Member Agreement.

Copyright and Proof of Ownership
Privacy
Acceptable and Unacceptable Content
Payments
Returns
Hosting
Masters

Copyright and Proof of Ownership

CreateSpace.com offers a service by which legitimate owners of video content can publish and sell their titles. We require that all our members possess the necessary rights to sell and distribute their material through our service, and we expressly prohibit them from using our service to offer content that infringes anyone's intellectual property rights, especially copyright. Please see our Copyright Guidelines for additional details about Copyrights.

While our service is designed to prohibit a member from offering content to which they do not own rights, it is possible to abuse our system and infringe upon a third party's intellectual property. If you believe that such a violation has occurred, please follow the procedures at Intellectual Property Rights.

Privacy

We respect your privacy. Under normal circumstances, we will not sell, rent or give any of your identifiable personal information to any third party. The exception to this is that if a third party should credibly allege that you have violated their Intellectual Property Rights we may share your information with them. We also will comply with all legally mandated disclosures of information, including criminal investigations.

As part of your monthly sales reports, we will give you the contact information of customers who have bought your titles. You agree to use this customer information for your own business purposes in an appropriate manner that will not reasonably engender customer complaints to us.

Please be aware that your E-Store is not private. We do not control who may access your E-Store nor who may order your titles. For more information about other Privacy policies at CreateSpace see Section 8 of the Member Agreement and Privacy for Shoppers.

Acceptable and Unacceptable Content

CreateSpace does not allow materials that would typically be classified as "X-rated" to be sold through our service. In order to purchase any material that would be inappropriate for minors, such as material that would typically be "R-rated", the purchaser must indicate to us that they are at least 18 years of age. For more specific details on acceptable and unacceptable content, please see Section 4 of the Member Agreement.

Payments

You may view your account to see the status of your titles, the number of sales made in a given month.

At the end of each month, we will mail you a check or directly deposit funds to a US bank account of your choosing for your sales made in the previous month. To this amount subtract any returns, applicable fees and/or charges that were made in the previous month. We charge a $8 check printing fee for each payment made via check to you — this fee will be deducted from your payment.

We also offer payment via direct deposit, for which there is no additional fee. For example, we will send you a check at the end of April for the sales made in March less any returns and/or charges applicable for March, including the check printing fee if you choose payment via a check instead of via direct deposit. We may take up to seven days from the end of the month to mail your payment check or initiate the direct deposit. Enter bank account information by the 20th of the month to begin direct deposits in that same month. Information entered after the 20th will be used for the following month.

Please note: We don't mail checks for amounts less than $20. Instead, we'll keep a running total and once the amount exceeds $20 we'll send you a check at the end of that month.

Returns

Customers have two weeks from when they receive a unit to return it under the terms outlined in the Shopper's Policies section of this page. For legitimate returns, we will deduct the sales credit from your account but not charge you extra fees. If we accept returns due to misrepresentation of the content of your title, in addition to deducting sales credits from your account, we will also charge you a fee of $10 per return, plus put the title on hold and possibly take other actions including terminating your account. Please see Section 4 of the Member Agreement for additional details.

Hosting

As part of your E-Store, we provide hosting for a streaming trailer. You can create your own trailer or for $9.95 we can create a streaming trailer for you. We don't charge you any extra fees for customers viewing your trailers.

Masters

After a video title has been sent to CreateSpace, there is a handling fee if the member wishes to update the DVD master. If the member sends in a replacement DVD, there is a $25 handling fee. If the member desires a new encoding and authoring (for example, to add new chapter points), the full transfer fee is due.