FAQ

Frequently Asked Questions

Quick answers to our most frequently asked questions.

I am having a problem ordering from your site. Whom do I contact?
Please contact our Customer Service department at order@wolfevideo.com and we will get back to you fast as we can. Thanks for your patience, we’re excited to help you with placing your order.

Is it safe to give my credit card number on the Internet?
Shopping online with WolfeVideo.com is safe and easy. The security of your credit card information as well as all your personal information is our top priority and we guarantee that every transaction you make at WolfeVideo.com will be 100% safe. Our secure server software is the industry standard and among the best software available today for safe and secure commerce transactions. This technology encrypts all of your personal information, including credit card number, name and address, so that it cannot be read as the information travels over the Internet. Wolfe’s Security Guarantee protects you while you shop at WolfeVideo.com, so that you never have to worry about the safety of your card or personal information.

What payment options do I have? To what address do I send my check or money order?
For U.S. customers, the following credit cards are accepted at WolfeVideo.com: Visa, Master Card, American Express and Discover.

PLEASE NOTE: We do not accept orders from outside of the U.S.

Do you accept Institutional purchase orders (i.e., for schools and businesses)?
Wolfe accepts purchase orders from U.S.-based businesses, organizations, and accredited schools. We offer personalized service to each of our institutional accounts. If you are affiliated with a U.S.-based accredited school or retail business and would like to place an order, please contact us at order@wolfevideo.com.

What kind of packaging will you use to ship my order?
All orders are DISCREETLY shipped in a plain padded envelope or cardboard box. No rainbow flags or pink triangles—we promise!

Questions About Your Existing Order:

How do I know if Wolfe received my order?
Within 24 hours of placing your order, you will receive an email confirmation from Wolfe Video. If you do not receive this confirmation, it is possible that you entered an incorrect email address in your order. In this case, please contact our Customer Service team to verify your email address at order@wolfevideo.com.

How do I check the status of my order?
In general, your order should arrive within 5-7 business days. An online system for checking order status will be available in the future. In the meantime, please email our Customer Service department with any questions at order@wolfevideo.com.

How do I change or cancel my order?
To cancel or change your order, please email our Customer Service department at order@wolfevideo.com. If you’ve ordered new movies and are having them sent to a domestic U.S. address, please note that once you submit your order, it is immediately transmitted to our fulfillment center for processing and shipment to you. In most instances, we cannot call the order back at this point. If you receive an order you already canceled with Wolfe, please take advantage of our returns policy.

At Wolfe, we promise to stand behind all the products we sell. If you have received any merchandise that arrives to you damaged, defective or does not perform up to standards, simply follow the simple directions outlined below. If you still have additional questions, which are not addressed here, Wolfe’s professional and courteous Customer Service representatives are available to help you. Our Customer Service department can be reached via email at order@wolfevideo.com.

What if all the items in my order aren’t ready at the same time?
When you place your order, our system will ask if you want your order shipped complete or if partial shipments are preferred. You may prefer partial shipment if all items are not available when your order is placed. If items are simply back-ordered due to an inventory shortage, we will absorb additional shipping costs. If items have a future release date, and a partial shipment is requested, the customer is responsible for additional shipping charges. If you request complete shipment, please note that your order will be delayed by any products with future release dates. If a title has a future release date, it will be noted in the product description. Wolfe carries a variety of products from many different studios and independent distributors — the release dates of these products sometimes change without notice. We will do our best to keep you informed when this happens, but it is possible that release dates will change without notice and Wolfe cannot be responsible for additional shipping charges in these instances.

What are Wolfe’s shipping methods/charges?

Please note that Wolfe only ships to the U.S.

With our Speedy $4.95 Shipping service for U.S. customers it only takes 3-5 business days for your order to be delivered to your door. For our 2-3 day Rush Shipping service please see the rates below. Please note that package tracking is not available for the Speedy Shipping method. Rush Shipping orders that have been placed on our website need to add one (1) business day to the processing time. Your Rush Shipping order will be delivered within 2-3 business days from date of shipment. Note that if you select Rush Shipping and an item is back-ordered, you will be notified that the order will be delayed. Please note: All orders are DISCREETLY shipped in a plain padded envelope or cardboard box. No rainbow flags or pink triangles—we promise!

WOLFE U.S. SHIPPING RATES

*Shipping charges are per shipment based on availability (and DVD/Blu-ray release dates are subject to change). If you have ordered an item with a future release date, please indicate if you would like us to hold your order to ship all at once, or incur additional shipping charges for multiple partial shipments.

If you have any other shipping questions, please contact our Customer Service department at order@wolfevideo.com.