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How many DVDs can I check out at once?
Faith and Family Flix has five plans available for your convenience.
From 1 DVD at a time $9.99 / month to 6 DVDs at a time
$39.99 / month + applicable tax. Our most popular plan is 3 DVDs at a time $19.99 / month
+ applicable tax.
You can switch your plan at any time by viewing My Account and selecting
Edit Account.
How long can I keep my DVD(s)?
You can keep a DVD for as long as you want without late fees or other
penalties as long as you are a member!
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How do I cancel my membership?
You can cancel your membership at any time by visiting the Support Center
and create a new ticket. Choose "Cancel My Account" from the dropdown menu. Once you submit the ticket our billing department will notify you and your account will be made inactive. Please note that your account cannot be completely deleted if you have any DVDs checked out. Cancellation will be effective
immediately. You will not receive a
refund or credit for partial billing periods.
After canceling you cannot sign up for any future special offers or DVD discounts. You will be charged replacement fees for any DVDs
not returned within 7 days of cancellation.
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What day of the month will I get
billed?
Your flat monthly membership fee (plus tax) is automatically billed on the
monthly anniversary of your first charge. For example, if your first charge was
on the 17th of the month, your next charge will be on the 17th of the following
month.
Please note also, if you cancel your account less than 3 business days before the billing date, you will be billed for the next month, regardless of your rental status.
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Should I wait until the first of the
month to sign up? If I sign up mid-month, will the first charge be pro-rated?
There is no need to wait. Your flat monthly membership fee is automatically
billed on the monthly anniversary of your first charge. For example, if your
first charge was on the 17th of the month, your next charge will be on the 17th of
the following month.
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My account is showing as Pending.
If you have successfully entered your credit card information and have been returned to the "Account Succesfully Created" screen then your account is active. It may take a little while to change from Pending to Active. If you notice that your account is still "Pending" after 24 hours then go to the Support Center and submit a support ticket and we will look at your account and check on its status.
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Can I pay with a check or be billed in
the mail?
No. We require a valid credit card for every Faith and Family Flix
subscription plan, including all promotions. This is to verify
account information, secure orders, and prevent fraud.
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To what areas will you ship?
We only ship within the United
States, including Alaska and Hawaii.
We do not ship to US territories.
Are your DVDs sent by first class
mail?
All our DVDs are sent by first class mail using our convenient two-way mailer.
You will not be charged any postage fees!
Shipping times will vary according to demand and your geographic location. Customers from Hawaii or Alaska will have to expect slightly longer shipping periods that customers in the contiguous 48 states.
How long will it take to get my
DVDs?
Once
you have an active Faith and Family Flix membership, we will ship your first available
DVD or DVDs (depending on your membership plan). DVDs are shipped from our Chicago distribution
facility. DVDs usually arrive within 2
to 4 days, but occasionally some DVDs may take longer to arrive because of
postal delays such as inclement weather, holidays, etc.
Orders received on Sundays and holidays are processed the following business
day.
How do I report a shipping problem or a
DVD that won't play?
If you have any problems, such as delayed arrival of your rentals or
an unplayable DVD, you can submit a support ticket by going to our Support Center
If a DVD appears to be unplayable, before reporting the issue please try the
following steps:
Using
a soft, clean cloth, start in the center of the disk and wipe
outwards. Please do not use a
circular motion as this can damage the DVD.
Try
playing the DVD and notify us if it is still unplayable.
I lost the protective sleeve in which the DVD
arrived.
If you lost the sleeve in which the DVD arrived, please do the following:
Include
a note with your first name, last name, and e-mail address with the DVD
you are returning.
Wrap
the DVD in paper and return it using the regular mailing envelope
provided.
Upon receiving the DVD, Faith and Family Flix will update your account accordingly. Additional time may be necessary to update
your account, which could cause a delay in the shipment of your next DVD.
I lost the pre-paid return envelope used
for returning the DVD.
If you misplaced the pre-paid return mailer, you may mail the DVD in a
padded envelope to:
Faith and Family Flix
303 East State St.
Sycamore, IL. 60178
What if I don't receive a DVD?
We understand that unforeseen circumstances occur and sometimes DVDs can be lost in the
mail. Please view your rental queue to verify the shipping date and allow
7 days after the shipping date to
report a DVD as 'lost'. If it has
been more than 7 days, go to the Support Center
and fill out a new ticket. Choose "Report a lost or late DVD" as your help topic.
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What is the Faith and Family Flix 'rental queue'?
The 'rental queue' is the list of DVDs you've selected to rent. You can update
or edit your list
any time. Initially, we'll send you the
first available DVD(s) from your rental queue
. When you're finished playing
one of the DVDs, send it back so we know to ship the next available DVD from your rental queue
. To rent a DVD, browse the Faith and Family Flix website and
click the 'Rent' button next to any DVD. This DVD will then be added to your rental queue
.
To adjust the priority of DVDs, change the number in the 'Priority' column and
then click 'Update Rental Queue'.
It's also easy to change the priority of more
than one DVD at a time. Simply change the priority of as many DVDs as you
want and then click 'Update Rental Queue'
-- the site will make all the necessary
changes. To remove DVDs from your rental queue
, check the 'Remove' box next to
any DVD.
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Occasionally, I receive the second or
third DVD in my rental queue
before the first. Why
does this happen?
When you return a DVD or have an open slot in your rental queue, we make every
effort to ship your first choice. To help you get the most out of your
membership, if a DVD in a higher spot is out of stock, we'll send your next
available in-stock DVD. This way, you will always have great DVDs on hand.
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I sent back a DVD but never got the
next one in My DVD rental queue.
Once a DVD you return has been checked back into our inventory, you'll receive
an email confirmation of its return. We'll then ship the next available DVD
from your rental queue. You can always check the My Account page on the
site to see whether we have received the DVD you've returned. If 7-10 days
pass, and you don't receive a confirmation email from us, please use the Support Center to report the video as 'already returned'. Enter a new ticket and choose "Report a Returned Video". We will manually return the DVD and your next title will be sent to you ASAP.
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