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Contact Us By Email

In order to streamline support requests and better serve you, we utilize a support ticket system. Every support request is assigned a unique ticket number which you can use to track the progress and responses online.


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Business Hours

Monday to friday
10:00 am to 4:00 pm Eastern Time

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Frequently Asked Questions By Clients

Most Popular Questions

  1. Where is my order? When should I expect to receive it?
    2. iNetVideo will ship within 1 – 2 business days of your purchase. Expected transit times for each shipping method are listed below.

    USA Destination

    Standard 4 to 14 business days. Average is 8 days and may take up to 21 business days since there is no tracking available.
    Express 2 to 6 business days. In some cases you might received it faster.

    Canada Destination
    Standard 4 to 14 business days. Average is 8 days and may take up to 21 business days since there is no tracking available.
    Express 2 to 6 business days. In some cases you might received it faster.

    Everywhere Else
    Delivery Time 1 to 3 weeks. In some cases you might received it faster.

    Updates concerning your shipment will be sent to you directly by email.
    If your product hasn't arrived yet, please confirm that the address you have provided is accurate; if it is not, please click here to contact us directly.

    Should you have any questions about your shipment, please click here to contact us directly.

  2. Where is my tracking number?
    3. Tracking information for your order (if applicable) will be included in the shipping confirmation email sent to you after the order has been shipped out. Here is a general chart to explain tracking information on orders;
    Standard Shipping: No tracking will be available.
    Xpresspost: tracking numbers will be sent you by email at the time of shipping*.

    *If you have not received your tracking number for an xpresspost order, please click here to contact us directly. Please include your order number.
  3. How to cancel and return an order?
    4. If you would like to cancel an order, please click here to contact us directly. If the order has not been shipped out yet, we will be able to cancel it for you. Orders are processed within 1- 2 business days after receiving the purchase order.

    If your order has already been shipped out and you wish to return, you must first contact us directly.
    To be eligible for a refund, iNetVideo will accept the return of any item in the same condition as you received it, and must be postmarked within 30 days of shipment.

    In your return package please include the following information (if available)
    - Invoice or Order Number.
    - Ticket code from email conversations.
    - A small note explaining the reason of your return.
    Once we receive your return package, we will issue you a refund accordingly back to your original payment method.



  4. I've received a Damaged, Defective, or Wrong Item, what should I do?
    5. If you have received a damaged, defective, or wrong item please contact us to report the error before you send the product back.
    Our customer service department will reply with the action we will take to remedy the situation.
    A response will be sent back to you within 24-48 hrs.




Shipping questions

  1. How long does delivery take?

    2. Once a package has left our building, here are the general shipping times;
    USA
    Standard: 4 to 14 business days after shipping
    Express: 2 to 6 business days after shipping

    CANADA
    Standard: 4 to 10 business days after shipping
    Express: 2 to 6 business days after shipping

    International
    Standard: 1 to 3 weeks after shipping

  2. Can I change my shipping method?
    3. We would only be able to change the shipping method before the order is shipped out.
    Once you have completed payment, you would not be able to change the shipping method yourself.
    Please click here to contact us directly for support.


Questions about Movies

  1. What does Region 1, NTSC mean?
    2. Region 1, NTSC means that the disc is formatted to play on DVD, and Blu-Ray players manufactured in the United States and Canada. Region 1 discs will not work on players formatted for any other region.
    All of the movies we sell are Region 1, NTSC unless indicated otherwise. You may play them if you have a "multi-region" DVD player or if applicable, you may view it using the DVD-Rom Drive on you PC.
  2. What should I do if the cover of the movie differs?
    3. Covers may differ but content remains the same. Some covers, might be bilingual, they could either have English and Spanish or English and French. Many major Studios do that in order to cater to different people at the same time. If a cover has a SIGNIFICANT difference compared to the one you were expecting please contact us before you take any further action.
  3. What should I do if I receive a broken or damaged case?
    4. If that is the case, please contact us by email. Include your order number and a brief description of the problem.
  4. One or more disc(s) from a Boxset don't work. What should I do?
    5. If one or more disc of your product doesn't work, please send us an email before you take any other action, such as sending the product back.




Questions about Video Games

  1. The game I purchased is not compatible/doesn't load/doesn't install on my device. What should I do?
    2. Please verify you have all the minimum system requirements/ hardware, and/or software necessary to enjoy the game. In certain occasions, devices might need software upgrade such as video or sound codec, etc.
    If after this, the game doesn't install or load, send us an email through this page with the order number and the issue.
  2. How do I know if a game is compatible with my region?
    3. Below is a list of consoles and whether or not their games are Region Free and Compatible Worldwide. Please note that only 70% of XBOX 360 Games are Region Free. Consult the Compatibility section under each title to find out if the title is Region Free or not.
    Platform Compatibility
    Playstation 3 Region Free
    Portable Playstation (PSP) Region Free
    Nintendo DS Region Free
    PC Region Free
    Game Boy Advance Region Free
    Xbox 360 Region 1 (70% Region Free)
    Xbox Region 1
    GameCube Region 1
    Playstation 2 Region 1
    Nintendo Wii Region 1
  3. I have another version of Windows than the one described in the Game System Requirements.
    4. If you have a different version of Windows than the one described in the Game System Requirements, (for example, you have Windows 7 or Vista instead of XP) please try to install the game first before you take further actions. Please be sure you have all the necessary software and upgrades in your computer.
    Also note that we cannot be held responsible for any incompatibilities with your system. Please contact the game manufacturer directly for compatibility issues relating to PC Games since they might have released a patch that might allow you to play the game with a newer Operating System. Contact us as a last resort.
  4. What should I do if the cover of the game differs?
    5. Covers may differ but content remains the same. Some covers, might be bilingual, they could either have English and Spanish or English and French. Many major Game Studios do that in order to cater to different people at the same time. If a cover has a SIGNIFICANT difference compared to the one you were expecting please contact us before you take any further action.




Payment

  1. What payment options do you accept?
    2. We accept the following payment options:
    - VISA
    - MasterCard
    - PayPal
    - Google Checkout (only for iNetVideo.com & USA residents) You are charged as soon as you clear checkout.


    * Please send us an email through this page with all the necessary information regarding your purchase.


Other Frequently Asked Questions

  1. Are your products new and factory sealed?
    2. Yes, the products we advertise in "New" condition are all brand new and factory sealed.
  2. What is the real condition of a "Used" item?
    3. All of our used items are guaranteed to work. The products may have been previously used, but come in all original packaging.
    All used items are either physically or visually inspected before being put into stock.
    iNetVideo backs the quality of our used products, and will offer to replace or refund any defective merchandise received.
  3. Are these items compatible where I live?
    4. All of our DVD's and Blu-Ray's are Region 1 (NTSC) encoded. *
    This is the standard encoding for North American readers. So if you're outside of North America you will need an "All-Region" player to view the disks.

    * For Video Games compatibility, please go to: Questions about Video Games.
  4. The movie doesn't have all the characteristics as mentioned on your listing (titles, subtitles, bonus feature, etc). What should I do?
    5. Please verify at the back of the paper cover if the entire information matches with the one posted on our listing. If the information has a SIGNIFICANT difference compared to the one you were expecting, please send us an email before you take any further action.
  5. I purchased multiple items and some of them haven't arrived yet. What should I do?
    6. It's probably that your items were sent in separate packages. If you have not received your complete order, rest assured the other item(s) are en route and will arrive soon.
    If your product hasn't arrived after the maximum time frame, please confirm that the address you have provided is accurate. If it's not accurate, then send us an email through this page ith the order number and the correct address.
  6. What if my address has changed?
    7. If your address has changed, please let us know by sending us an email through this page with:
    - The Order Number.
    - The Correct Address.

    If you let us know your new address AFTER your package has been sent out, we will wait until the product is returned to us marked as undeliverable, then we will send it again to the new address you have provided. Please note that some fees may incur.
  7. My coupon code doesn't work. What should I do?
    8. Please double check on our website if the promotion is still valid. Unfortunately coupon codes are not valid if you pay through Google checkout.
  8. When will the refund appear on my account/credit card?
    9. Once the refund has been processed, it will take few days for the credit to appear on your account/credit card. If the credit does not appear, please contact your credit card company or bank.