IndieFlix

FAQs For Consumers

How does it work?

Select the titles you want, set up your user account and place your order. We make the DVDs on demand and deliver them to your door. We will soon offer a download solution. Keep checking back.

Am I renting or buying a film?

Buying.

Is there a membership fee to buy movies?

No. Our service is offered free of charge to all customers.

Do the movies have standard MPAA ratings?

Some do and some don’t. So to allow for some consistency we created the IndieFlix rating system to help guide you in the same way the MPAA rating system does. Content varies from none, mild, some, heavy, and excessive for: - Use of Violence and Gore - Use of language and profanity - Use of illegal substances, alcohol, or tobacco - Use of sex and nudity

Do you offer adult content?

No. We do not offer “X” rated movies on our site.

Can I buy Gift Certificates for IndieFlix movies?

Yes. On the home page click on the Gift certificates tab and order as many gift certificates as you wish. They are sold in denominations starting at US $10 and up. You can email them to the recipient or print it up yourself and hand it to them personally.

Can I write to you about a film I am looking for?

Yes. We love suggestions and we will try to contact that filmmaker and let them know that there are people out there looking for their film. For now just drop us an email until our official suggestion box is up and running on the site. Then keep checking back. We will also try to email you if we can find that film and list it on the site.

What about sales tax?

Only Washington State & California residents are charged 8.5% sales tax.

Is my DVD player compatible?

Our DVDs are compatible with all regions but are formatted in NTSC (North America standard) only. Our discs are DVD-R & DVD Rom. You can always check with the manufacturer of your player to ensure its compatibility. Sometimes players that are older than 5 years may have trouble. See www.videohelp.com or www.highspots.com for more information.

The DVD I received is unplayable. What do I do?

Although all DVDs are checked before they are sent to you, 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 info@[remove]indieflix.com. If customer service cannot solve your problem, we will replace a defective product with a new one, if you notify us within 30 days of receiving the defective DVD (please note: defective products will be replaced with the same product; we cannot exchange a defective item for a different item.

Is it possible to order multiple shorts on one DVD?

Yes, but not yet. Soon you will have the ability to compile multiple shorts on a single DVD at a special bulk rate.

How do I remove items from my shopping bag?

When you select your shopping bag, you will see the remove tab above the selected movie title. Check the box below and press “Update Bag”. This will remove the item from your bag.

What credit cards do you accept?

We accept all major credit cards including: VISA, Master Card, American Express, Discover, Diner’s Card & Pay Pal. (Confirm PayPal)

Do you accept online checks for payment?

No. We do not accept online checks at this time but we do accept PayPal.

Do you accept phone orders?

No. Our system is completely automated and we figure if you are reading this then you have access to a computer and could place an order on line much more easily than calling us long distance and giving your information over the phone which is less secure than our site.

Is the purchasing process secure?

Yes. We pride ourselves on our safe and user-friendly purchasing process. When you place an order and pay by credit card, your credit card information is protected by IndieFlix server's permissions settings along with other security measures. The checkout process is secured using Secure Sockets Layer (SSL), a protocol used to transmit information across the Internet in a secure, encrypted form. The use of SSL ensures that any sensitive information that must be collected from you, such as credit card information, won't be viewable to malicious users.

Is my personal information secure?

IndieFlix is committed to protecting your privacy. All information we collect about you is solely used for our order processing. We do not sell, trade, or rent your personal information to any third-party (link to our privacy policy).

What will you do with my email @address?

Your email address is used for login access and to send you a conformation of your purchases. If you choose to sign up for our newsletter, we will also gladly send you the IndieFlix newsletter. We do not sell or give your email information to any third-party.

How long does it take for me to receive my order?

Shipping depends on the shipping service you selected and your location. 1st Class shipping usually arrives within 3-5 business days. Priority Mail provides 1-3 day service to most domestic locations.

How do I know if my order is processed?

You will receive an email that confirms your order after checkout.

When will my order ship?

Orders received M-F after 5pm PST will usually be shipped by the following day. Orders received on the weekends will be processed first thing Monday morning. An email will be sent to you when your order has been shipped.

Can I track my order online?

No. We do not offer online shipment tracking at this time.

Does IndieFlix ship to foreign countries?

Our DVDs are formatted for North America (NTSC) but can be shipped internationally. Some filmmakers have restricted their sales to North America and in that case, we can only ship to North American territories which includes The US, Canada, Puerto Rico & the US Virgin Islands.

Do you have a return policy?

Of course! If your DVD is the wrong one, defective or does not work in your DVD player send the DVD back to us in an envelope along with your receipt and we will send you another copy. If the DVD still does not work on your DVD player then we will reimburse you. To contact us, please email us at info@[remove]indieflix.com or give us a call at (206)829-9112.

Returns Policy

You may return any item you purchased from IndieFlix, within 30 days of delivery, for a full refund of the purchase price if:
• You received the wrong item due to our mistake,
• The item is defective, or
• The item was physically damaged during shipping.
Items should be returned in their original packaging and sent to:
IndieFlix (Returns)
4111 E. Madison St. Suite 310, Seattle, WA 98112
Please note the following:
• Opened, non-defective Items are not eligible to be returned.
• We will not accept any item for a return more than 30 days after delivery.
• It takes us between _1_ and _3_ business days to process your return once we receive it.
• Upon receiving and verifying your return, we will issue a credit to your billing method on record and email you a confirmation.
• Shipping charges are not refundable.
• We do not process exchanges; if you would like to purchase a different item, please treat that as a new purchase.
Not all DVDs work with older DVD players. Please verify that your particular DVD player is compatible with our technology. See www.videohelp.com or www.highspots.com for more information.

For what reasons can I return a title?

You may return your purchase if it meets any of the following criteria:
• We sent you the wrong title
• The DVD you received is physically defective
• The content is substantially different from what was advertised
• The DVD will not play in your DVD player
Requests for a Return for any other reasons than those listed above will not be accepted.

Is there a time limit on returns?

You have 30 days to contact us and return any defective DVD.

Can I return my DVD to IndieFlix in Person?

No, we ask that after contacting us all returns be sent by mail.

Does IndieFlix cover the cost of shipping to return my defective DVD when I send it back?

No but feel free to pop the defective DVD in a regular size envelope with a .39 stamp. Keep the box for your replacement DVD. When we receive the returned DVD. We will ship your replacement DVD to you free of charge.

Where do I send returns?

Send your returns to: IndieFlix (Returns) 4111 E. Madison St. Suite 310 Seattle, WA. 98112

How do I contact Customer Service?

We at IndieFlix are here for you and are happy to answer your questions. You can either give us a call at (206)829-9112 Monday-Friday 10am- 6pm Pacific Standard Time, or send us an email at info@[remove]indieflix.com. You will receive a response within 24-48 hours.

What if I forget my login or password or I’m having trouble with the site?

If your login is not working or your having trouble, try these steps before contacting support:

Your login name is the email address with which you registered. Make sure you are entering it correctly, without spaces and special characters. Some common mistakes in entering an email address are typos like person@oal.com (instead of aol.com) and extra characters such as www.person@aol.com.

If you think you may have forgotten your password or are spelling it incorrectly, click on the Forgot Password link on the home page to have your current password e-mailed to you. For security purposes, this information will only be sent to the e-mail address listed in your record. If you have requested your password and do not receive it within 30 minutes, contact info@indieflix.com.

Many browsers now come with an "auto-fill" feature for login information. Make sure you overtype your username and password if it is automatically filled-in for you. Your browser may have saved an old password or an incorrect password from a previous login.

Make sure your cookies are turned on in your browser. Cookies are small pieces of information stored on your local computer about our site. In Mozilla/Netscape, your cookie settings are under Edit | Preferences | Privacy & Security | Cookies. You will want to set it to "Enable All Cookies" or "Enable Cookies for the Originating Website Only." In Microsoft Internet Explorer cookie settings are under Tools | Internet Options | Privacy (tab) | Advanced. You will want to check Automatic Cookie Handling and First Party Cookies: ACCEPT.

If the above steps still do not enable you to log in, you will want to clear your current cookie settings. In Mozilla/Netscape, go to Tools | Cookie Manager | Manage Stored Cookies. Click on the Site header to sort cookies by site, and look for www.indieflix.com. Click on any IndieFlix cookie entry and then click Remove. Once finished, Click Close to save these settings. In Microsoft Internet Explorer, click on Tools | Internet Options. In the middle of the box you will see a section named Temporary Internet Files. Within that section is a button to Delete Cookies. Click on that button and OK to close the window. For both browsers: close your browser and then reopen it again.

Shut down your computer and start it up again. It's possible that temporary information was stored in memory or that you have a conflicting program running. Once your computer boots up again, go directly to your browser, go to http://www.indieflix.com and login again.

If you are still unable to login to IndieFlix after completing the above steps, please contact user support at info@[remove]indieflix.com

How do I change my password?

When you access the login page, you can click on the “Forgot Password” link, which will prompt you to insert your email address. After you enter your email address, a message will appear that will inform you that your password will be sent to your email account.

Can I contact a movie’s Director or Producer through you?

Some movies have individual websites linked on their listing on IndieFlix that may lead to a contact number or email address. We don’t make it a pre-requisite to include personal contact information. However we will soon have features on the site that will allow you to reach out to the independent filmmakers.

I love IndieFlix and live in Seattle, how can I be a part of it?

Thank you very much for your support and enthusiasm. We always welcome those who want to volunteer their time. Please contact us at (206)829-9112 Monday-Friday 10am- 6pm Pacific Standard Time, or write us an email at info@[remove]indieflix.com to apply for an internship.

I don’t live in Seattle. What can I do to support IndieFlix and Independent film?

Tell people about IndieFlix. Buy T-shirts (available soon) and wear them or give them as gifts. Buy films then rate and review them. Become a tastemaker (available soon) and share your recommends and thoughts with others. Email us ideas or suggestions. We love feedback.

If I like/dislike a movie can I write a review?

Soon we will have the ability to post customer reviews and ratings. For the time being, we encourage your feedback. Just send us an email with your review and we will quote or post it on our site. Please keep it clean.

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For all other questions, please contact us
call at (206)829-9112 Monday-Friday 10am- 6pm Pacific Standard Time,
or write us an email at info@[remove]indieflix.com.

Thank you for being a part of IndieFlix!