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FAQ

GENERAL FAQs

FILM FESTIVAL in a BOX FAQs

MEMBERSHIP FAQs

DVD PURCHASE FAQs

GENERAL FAQs

Q. What is IndieFlix?
A. IndieFlix offers independent film from around the world directly from the filmmakers.
Q. What does IndieFlix BETA mean?
A. Beta is a term web developers use to inform people that the website is still under construction and changes are still occurring. Just think: "Beta is making it Better!"
Q. How do I reach customer service?
A. Email us at info@indieflix.com or call us at 206-829-9112 between the hours of 9 am and 5:30pm PST. Monday - Friday. You should get a response within 24 - 48 hours. For security purposes, please do not email us credit card information.
Q. How do I watch a film?
A. There are three ways to watch the films:
  1. Subscribe and watch unlimited films streaming online
  2. Order a DVD and have it shipped to your house
  3. Order a single 30-Day Stream and have a month to watch the film online
Q. Do I need an account to get a film?
A. Yes, an account helps us track orders and provide better customer service. All customer information remains strictly confidential.
Q. What is your return and refund policy for defective films?
A. If you receive a defective film you have 30 days to return it to us. If you return a defective DVD, you can return it to be replaced with the same title only; we cannot exchange a defective DVD for a different DVD title or a refund. If you wish to exchange the film, please send an email to info@indieflix.com or call 206.829.9112 to notify us of the defect. We will send a replacement film and a self addressed stamped envelope for you to return the defective film to us. Please include a note with the returned film stating the nature of the defect.
Q. The DVD I received appears to be defective. What do I do?
A. 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@indieflix.com or call us at 206.829.9112. (Please note: defective products will be replaced with the same product; we cannot exchange a defective item for a different item).
Q. What if I need public performance rights for a film?
A. The film prices on our website do not include public performance rights. Films purchased from our website are intended for in-home use only. Organizations, institutions and individuals seeking public performance rights must contact us to order and receive the correct film pricing.
Q. What are my payment options?
A. IndieFlix accepts most major credit cards including Visa, MasterCard, American Express and Discover.
Q. Do you charge sales tax?
A. IndieFlix is based in Seattle so Washington State sales tax applies to orders shipping within Washington.
Q. When I contact customer service what information should I have?
A. Please have your user name (its usually your email address), your password and the first and last name of the account holder. If you do not have your password, email info@indieflix.com and customer service representative will reset your password for you. If you do not have this information, call us at 206-829-9112 and we will ask you a number of security questions to verify your identity.
Q. Is the IndieFlix website secure?
A. Yes. IndieFlix works with Authorize.net, the industry leader in credit card security and authentication. Also, to safeguard your credit card information, IndieFlix uses SSL (Secure Socket Layers), the industry standard online ordering security system. SSL encrypts all ordering information so that no part of your order, including your name, address and credit card number, can be read in transit by an unauthorized third party. Please see the Protecting Your Information section of our Privacy Policy.
Q. Is my personal information secure?
A. IndieFlix is committed to protecting your privacy. The information we collect about you is used exclusively to process orders and to provide a more personalized experience. We do not sell, trade, or rent your personal information to others. We will not ask for your authorization to share your account information. Your personal password is the only key to access your account.
Q. What will you do with my email address?
A. Your email address is used to identify you as a subscriber and used to send you confirmation of your transaction. It is also used to send you confirmation of future shipments as well as to send you our newsletter and other IndieFlix special offers if you choose to receive them. INDIEFLIX UNDER NO CIRCUMSTANCES SHARES YOUR EMAIL ADDRESS WITH THIRD-PARTIES. See our privacy statement under Terms and Conditions for more information.
Q. I am a retailer and I would like to purchase some of your releases to sell at my store. How do I set up an account?
A. Contact us directly at IndieFlix at 206.829.9112
Q. What if I forgot my login name?
A. Your login name is the email account you signed up on IndieFlix with. If you don't remember your login, simply create a new account.
Q. How do I change my password?
A. To change to your password, email info@indieflix.com with your username in the subject line. A customer service representative will send you your password or change it if requested.
Q. Do you offer adult content?
A. No. We do not offer "X" rated movies on our site.

FILM FESTIVAL in a BOX FAQs

Q. What is Film Festival in a Box??
A. Film Festival in a Box is a game. It’s also a film festival and awards show that you hold at home with your friends and family. Watch four short films and deliberate with your audience to award Best Film, Best Directing, Best Actor, and Best Actress.
Q. Okay, we chose the winner. What now??
A. Announce your winner at www.indieflix.com. You can tell the world which film your jury chose to win Film Festival in a Box. Once you cast your vote online, the winning filmmaker will be notified and you can see what other players everywhere are choosing. Your festival comes with a profile page so you can continue your discussions online.
Q. What does the filmmaker get for winning?
A. Aside from the sheer pride of being a fan favorite, all Film Festival in a Box filmmakers are eligible for an annual cash prize that will go to the frontrunner in each box at the end of the calendar year. It’s just another way that your participation translates into real revenue for independent filmmakers.
Q. Can I meet the filmmakers online?
A. Absolutely! Participating filmmakers will know you chose their film and will have the opportunity to reach out to you over email or live chat if you are interested. It’s a Q&A, just like you’d see at any festival—only this one is in your living room.
Q. I just played Comedies. Are there more versions of Film Festival in a Box?
A. Yes! We release four versions of Film Festival in a Box per quarter, plus a bonus members-only box that isn’t sold in stores. Check http://indieflix.com/lists/film-festival-in-a-box to see what we have on our shelves now.
Q. What is the members-only box?
A. The members-only box is something special we’ve cooked up for IndieFlix members. It comes with your subscription: One box per quarter mailed to you free of charge. It’s a version you won’t be able to buy in stores, so the only way to get your hands on it is to join IndieFlix today. Check the Membership Page to see what members are getting this quarter.
Q. Where can I buy Film Festival in a Box?
A. Film Festival in a Box is available in many stores, both online and offline. You can get it right here at IndieFlix.com, or at drugstore.com, Fred Segal, Urban Outfitters, Starbucks (etc. etc.). Check http://indieflix.com/lists/film-festival-in-a-box for a current list of where Film Festival in a Box is sold.

MEMBERSHIP FAQs

Q. What do I receive by subscribing?
A. IndieFlix offers the following subscription:
  1. 1. With a Streaming Subscription, you can watch all the IndieFlix titles you can stand over the Internet.
    2. Q. How long is my monthly subscription?
    A. Monthly subscriptions are ongoing until you choose to discontinue the subscription. Your first billing is the date of your order and billings for future films occur on the first day of each month.
    Q. What is the renewal policy?
    A. Monthly subscription can be canceled anytime. All rules that apply to our monthly subscription apply to this subscription. At the end of the subscription year, the annual subscription automatically turns into a monthly subscription and can be turned off at anytime by logging into your account and disabling the auto-renew. Monthly subscriptions continue each month until cancelled. Billing for the month after your first month occurs on the 1st of each month. At any point during your subscription, you may choose to cancel. This can be done by emailing info@indieflix.com or by calling 206-829-9112 and speaking to a customer service representative. In order to not receive that month's film, you must cancel in the previous month. For example, you must cancel in November to not be billed for or shipped the December film.
    Q. How do I order a gift subscription?
    A. In the process to sign up for a subscription, you'll have an opportunity to check a box designating the subscription as a gift.
    Q. What do gift recipients receive?
    A. Gift recipients will receive an email telling them how to begin using their IndieFlix subscription.
    Q. Do gift subscriptions start automatically?
    A. Yes. All subscriptions begin as soon as the purchase has been completed.
    Q. What if I want to delay my gift to coincide with a birthday or holiday?
    A. After completing the subscription purchase, contact VIP@indieflix.com and we can set the gift to begin on any date you choose.
    Q. How do I redeem my gift?
    A. You should have received an email explaining how to begin your subscription. If you have any further questions that are not addressed by this FAQ, please contact VIP@indieflix.com and we'll be glad to assist you.
    Q. How do I redeem my gift if I have an existing IndieFlix account?
    A. Contact VIP@indieflix.com to verify that your gift has been correctly applied to the recipient's account.
    Q. Do unredeemed gifts expire?
    A. Yes. Gifts that are not redeemed within one year of the date of purchase become invalid.
    Q. Will gifts automatically be renewed?
    A. No.
    Q. Is it ever too late to purchase a gift subscription?
    A. No. IndieFlix gift card emails allow you to instantly notify your recipient, so orders can be placed at the very last minute. Also, you can print the gift card and deliver it in person.
    Q. What is your renewal policy for gift subscriptions?
    A. Gift subscriptions do not automatically renew. The recipient or gift giver may renew the subscription at any time before or after the subscription expires. The owner of the subscription can simply renew their subscription. Gift givers seeking to renew a previous gift must simply give a new gift.
    Q. How do I cancel my own (non-gift) subscription?
    A. Paid upfront non-gift subscriptions may not be cancelled or refunded. All annual subscription sales are final. Once a paid upfront non-gift subscription renews into a monthly subscription, it can be cancelled at any time and it is subject to all rules of the monthly subscription. Monthly subscriptions may be cancelled at any time. In order not to receive that months' film, you must cancel in the previous month. For example, you must cancel in November to not be billed for or shipped the December film.
    Q. Can I cancel a gift subscription?
    A. Gift subscriptions may not be cancelled or refunded. All gift subscription sales are final.
    Q. Why isn't the film I want to watch available for Streaming?
    A. IndieFlix filmmakers are free to limit their distribution to whatever their needs require. Some filmmakers have asked that IndieFlix only make their work available for DVD and not VOD (or vice versa).

DVD PURCHASE FAQs

Q. Can non-subscribers order films?
A. Yes. You do not have to be a subscriber to purchase films from the Film Catalog.
Q. How do I know that my order was successful?
A. You will receive confirmation upon checkout, as well as a confirmation email with your complete order information.
Q. How much does it cost?
A. Filmmakers are able to set their own prices but most choose to stay with our minimum/default price point of $9.95 for Feature length (above 30 minutes) and $5.95 for Shorts (30 minutes and under). Shipping and handling is additional. Washington residents are required to pay sales tax.
Q. Is my DVD player compatible?
A. The majority of our are in a NTSC format so require a NTSC compatible player. Some DVDs are available in a PAL format, however, and those titles are denoted as such. This means that if your player was purchased outside of the US, Canada, and US territories you should check with the manufacturer to ensure its compatibility.
Q. How long are 'shorts'?
A. Shorts are 30 minutes or less and for your convenience, there is the running time listed on each movie's listing.
Q. How do I remove items from my shopping bag?
A. 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 cart.
Q. Do you accept online checks?
A. No. We do not accept online checks at this moment.
Q. Is the purchasing process secure?
A. 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's 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.
Q. Can I track my order online?
A. No. We do not offer online shipment tracking at this time.
Q. Does IndieFlix sell internationally?
A. Yes, although some filmmakers have restricted their sales to North America, the majority of films can be shipped internationally. In that case, we can only ship to North American addresses.
Q. If I buy an individual DVD and not a subscription, when will it ship?
A. You have two shipping options:
  1. USPS First Class Mail (7-10 days)
  2. USPS Priority Mail (4-7 days)
Q. How are shipping costs determined?
A. Shipping prices are pulled directly from the United States Postal Service website.
Q. Can I order a subscription or catalog film for delivery outside the United States and its territories?
A. Subscriptions are available to those with shipping addresses within the U.S and U.S. territories such as Puerto Rico and the U.S., Virgin Islands. Subscriptions may also be delivered to U.S. overseas military addresses.
Q. Why isn't the film I want available for DVD purchase?
A. IndieFlix filmmakers are free to limit their distribution to whatever their needs require. Some filmmakers have asked that IndieFlix only make their work available for VOD and not DVD (or vice versa).

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@indieflix.com. Thank you for supporting independent film!