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FREQUENTLY ASKED QUESTIONS PAGE |
FREQUENTLY ASKED
QUESTIONS
FAQs Last Updated at:
Friday May 21, 2010
DELIVERY & SHIPMENT
ISSUES
When will my order ships?
Generally, all orders will ships after 1 - 4 weeks timeframe. Once the
order is shipped, it will reach you within 3 - 7 days for EMS and 1 - 3
weeks for Registered Airmail. Keep in mind
that process
time is not guaranteed to be 100% accurate and heavily depends on the
order line
as well as the size of the order itself. An approximate process time is
always included
in your order confirmation e-mail.
What is the status of my order?
Your order status is posted here on
the order status page. Do keep in mind that the
order status page is not real-time updated. If you
recently placed an order, your order
status will not be posted there until after approximately 1 - 3 days. We
appreciate your patient.
How long is the shipping transit time?
EMS generally reach the destination country within 3 - 7 days.
Registered Airmail generally reach the destination country within
1 - 3 weeks
Orders from Europe & Asia have less transit time compared to orders from
South America. Package might get delayed for a few days up to 1 - 2
weeks, depends on the post office and airport customs in your country.
Delay is most likely occurs during or near National Holiday Season such
as Christmas, Thanksgiving, or any other holiday date / season observed
in your country. While we regret this, we simply don't have
control over the post office, customs process, and holiday delay within
your country.
What is the difference between EMS and Registered Airmail?
EMS is speedy and prioritized service, delivery on Saturday & Sunday (in some
country), 24/7 package tracking, door-to-door service, requires signature
at delivery point, automatic re-delivery (if they missed you at the first
time), clears the customs faster, rarely get delayed, and prioritized in lost package claim.
Registered Airmail offers a lower cost alternative compared to EMS while still maintaining decent
delivery time, it deliver to some countries that are outside of EMS
coverage area. Tracking only provide a record of departure and delivery
of the package. The chance of getting a delay is slightly moderate.
What is my tracking number?
Upon shipping your order or after 1 - 3 days passed from the shipping
date, we will manually submits your tracking information to Paypal. In
turns, Paypal will sends you a shipping confirmation e-mail once we
submitted your tracking information. If you did not receive your
tracking number or did not pay via Paypal, please
contact us for your tracking information. Allow 2 - 3 days for our
responds time.
Why my tracking info is not updated?
Since the postal service most of the time offers less pricey service
compared to private shipping such as UPS and Fedex, the postal tracking
might not be as good. Sometimes it could get worse to the point that
your package is already in your hand before the tracking info gets
updated. Nevertheless, the tracking service often offers a good
estimation for your package arrival.
Usps.com does not show my package tracking, why is that?
Usps.com is for tracking package inbound to USA residents. If you're not
currently reside in USA, you can find your local post office website at:
http://www.ems.coop/site/Main.php?Oid=273&Lid=1
What if my package is lost in the mail?
Technically, once we drop the package at the post office, the package is
no longer under our control. It is up to the post office to deliver it
to you on a timely manner. Unfortunately, package sometimes do get
delayed or lost during shipping. If you are one of the few unfortunate
customers who experience this, do not worry, unlike other dealer, we
will do our best to assist our customers with their lost package.
After waiting for a reasonable transit time period (please add 1 - 2 weeks more, in case of a delay), notify us with the issue and we will work it out. If your
package lost in transit, we will try our best to recover the shipment
for you and make a claim with the post office. Should the recovery failed,
what we can do is make the
exact order free of charge (or small replacement fee might apply), but
you might have to pay for the shipping cost again. If we won the claim,
shipping to your residence will be free of charge.
Do I need to travel to the post office to get my package?
All EMS and Registered Airmail package comes with signature confirmation. You'll have to sign
the package in order to receive it. In general, your postman will knock
your door and request your signature. If they missed you, they'll come
back tomorrow (EMS only). If you're still not at home, they'll leave a card for you
to bring into the nearest post office in order to pickup your package.
Will you use plenty of packing materials?
We always use padded envelope with plenty of bubble wrap. We add more
wrap and use boxes whenever it is necessary to protect the package. We never hear
even a single
complaint
from a customer regarding packing materials issue. However, do note that we are not responsible
for lost or
damaged package due to improper extreme rough handling by the postal office / postal
workers.
Can you ship to another address other than my billing address?
Yes, we can ship to another address other than your billing / confirmed
address, but only in
special circumstances only. To check if you're eligible, do contact us
regarding this issue.
RETURNS & REFUNDS ISSUES
What is your general return policy?
All sales are final. Defective DVD
can be exchanged with same volume, series, set only. No refund will be
made once your order is processed or shipped. We will not
replace any incompatible DVD as well. Although the defective replacement
is free, buyer may be required to ship back the defects DVD to us at
their own expense, depends on each situation. After 30 days passed from
the day you received your package, shipping charge to send the
replacement disc to your location is no longer free.
Can I cancel my order and request a full refund?
You may request for a full refund within 3 days from your purchase date
or as long as your order is still on the
waiting list (not yet processing). Once your
order goes to processing cycle or already shipped, you can no longer
request for a refund. There is no exception to this refund policy.
Please allow us a few days
to process and issue the refund (3 - 5 days after the date of request).
For order above $300, you can no longer request for a refund after 3
days has passed.
How will I receive my refund?
If you have an account with Paypal, your refund will be instantly returned to your Paypal
balance. If you are not a Paypal member, your refund will go
back straight to your credit card. Please allows up to 1 - 2 weeks for the refund to
be processed and reflected in your credit card statement.
What is a defective DVD?
A defective DVD is a DVD that failed to function properly, even
without any visible scratch, fingerprints, or smudges in the bottom side
of the DVD. Defective DVD will result in several of these common
playback issues (often happends during the main movie, not during extra
footages): skipping, glitches, sudden permanent stops / freezing,
unfinished playback, total unplayable, error lines starts to appear, and
so forth. If you experiencing this issues, there is no doubt that the
DVD is defective. Please notify us about the issue and we will process
your replacement DVD as soon as possible.
A DVD might not be defective if; the main movie plays just fine, some
menus are not accessible, missing or no visible DVD menu, missing
episode (said episode may be banned or not exist), missing extra
footages, one or two unresponsive menu, broken picture in DVD menu, can
be played in another player but failed to play in your player (weak DVD
player lens / incompatible), error in playback due to a dirty DVD that
filled with dust, smudge, or fingerprints. If you are not sure that your
DVD is defective, please describe your problem to us, as detail as you
possibly can.
What if your DVD cannot be played in my player (not compatible)?
Before contacting us, We suggest you try the DVD in different player or
PC/Notebook or your friend's player/PC. If the DVD plays fine, then it
is not defective, rather, it is incompatible. We do NOT issue
replacement for incompatible DVD. Should the DVD cannot be played in
other players / notebook, the DVD might be defective. Sudden permanent
stops counts as defects as well.
What should I do if I received defective DVD? (Replacement
Request)
We are deeply apologize if part of your order came in as defective.
Please e-mail us as soon as you can, describe the problems, and we will
get back to you in regards whether you are required to return the defect
DVD to us or not required. If we do not ask you to return the
defective DVD, that's means we will process and ships your replacement
as soon as possible, free of charge, via our method of shipment.
Should we required you to return the defective DVD, we will give our
return address and your "RMA number". Our defective return address is
not the same as the one listed on your package, therefore, please
DO NOT return your order to the return address listed on your package.
Any unauthorized returns will NOT be processed and we will no longer be
responsible for that order. You are entitled for free exchange after we
verified the DVD is indeed defective. We will ship free of charge, via
our method of shipment. If the claimed DVD is not defective, we will
return the DVD at your own expense.
How long is the time limit for defective returns? (After Service)
Defects that is reported during 30 days, starting from the date you
received your package, will
be entitled for free shipping of our choice. After 30 days, unlike other
dealers, we still provide replacement free of charge, until we go out of
business. However, we will charge shipping cost again to ship your
replacement. Depends on the number of defects, we might also charge a
small fee to cover our disc expenses. Rest assured that we will never let you
pay the full amount again for the series you already bought.
ORDERING ISSUES
I don't want to be a Paypal member, can I still pay you?
As long as you have a credit card or a debit card, you're good to go. To
use your card, you don't need to be a member. Just input your credit
card information thru Paypal and opt not to become a member. In this
case, Paypal will only act as a credit card processor, one time charge
only. If you prefer, you can choose to pay using Money Gram instant
money transfer instead.
Can I add something to my previous order?
Should you placed another order within 3 - 4 days after your
initial order, you are entitled
for combined shipping service.
Once the said
orders were confirmed, a symbol "+1" or "+2" will be added to
the
previous order status, indicating there's multiple orders existed within a customer.
If my orders were combined, will I get partial shipping
refund?
Depending on the destination, 85% of all cases, you will get a partial
excess shipping cost refund if your orders were combined. Partial refund
will be made within 24 to 48 hours after we sent you the 2nd order
confirmation. You will NOT get any partial refund if shipping cost to
your country is very high and / or your 2nd order was placed beyond the
time limit of 3 - 4 days after your 1st order.
How much do you charge for shipping?
Upon reaching checkout point, the shipping cost will be
automatically calculated for you.
I don't see the EMS rate, how much should I pay for EMS?
When you add an item to your shopping cart, (after choosing your
country of residence) Registered Airmail shipping cost will be
immediately available to view. However, to obtain the EMS rate of your
order, you will have to click the "checkout" button, enter your password
or payment information (non-Paypal member), then when you're about one
click before finalizing your order, you will have a chance to select
your shipping method and EMS rate will be under "International Express"
rate.
My shipping cost $0.00 when I "add to cart" my order, what happened?
Your shipping cost will be automatically calculated during the
"check-out" phase. Once you're finished with your order, please click
the "check-out" button and proceed as instructed. For more information
regarding placing an order,
please click here
My shipping cost $0.00 during checkout, does it means free shipping?
No, it does NOT means free shipping. $0.00 means there's no EMS service available
to your country (your country might be outside of the EMS service
coverage). In such case, please choose "International Economy" or
Registered Airmail as your shipping option. If you already placed the
order, we will send you a manual invoice for your shipping fee.
Why the shipping cost more when I order less?
When you placed an order for only 2 - 3 DVDs, shipping from our area
became ineffective. Thus we cannot absorb EMS cost as much as we should.
If you are only interested in ordering one - two DVDs, we highly
recommend you to use Registered Airmail instead of EMS.
Do you have minimum / maximum limit for ordering?
We do not have minimum / maximum limit. However, as a general rule of
thumb, you can save more by purchasing a bundle of sets than by
purchasing single DVD.
What is the difference between set and partial price?
Set price is basically a discounted price if you decide to buy the
pre-packaged series
(complete series) at once. Partial price is the price for a single DVD
for those who only need
to buy certain volume of any series. Useful for tester, replacement,
addition, and so forth.
I only order a single DVD, why do I have to wait for ages?
You might only order one DVD but there's many customers ordering ahead
of you, thus,
it is rather unfair to prioritize your order over the others. Orders are
processed in a first
come first served fashion. If you really can't tolerate waiting, you may
want to request for
a full refund.
Your site is inaccessible, some pictures didn't load, what happend?
During your regular browse on this website, you may notice that some
thumbnails or pictures
failed to show up, or the website failed to load properly (slow load).
If you encounter picture failed to load, right click the picture and
click "show picture". Should other issues arise,
please click here to enter our back-up mirror website instead.
Should the back-up site did not solve the problem, please use the
latest
Mozilla Firefox Browser here. We apologize for any
inconvenience.
Can I have your phone number?
E-mail is the only and the fastest way, to communicate with us. We
do not have any customer service over the phone line. Please do
not ask for our phone number. However, you may add our instant messenger
at
garage_order@hotmail.com
DVD TECHNICAL ISSUES
How do I check for my player compatibility?
Note your DVD player model number and
Click Here to do a compatibility check. The more media your
player can play & the more newer model of your player, then the more
compatible it will.
I got R1 Player, How do I play your R2 DVD?
R2 DVD is just a figure of speech for Japanese Digitally Remastered/Restored
High Quality
DVD product. As a matter of fact, all of our DVDs are Free Region /
Region 0. It can play in
all DVD players of all region codes. If you still can't play the DVD due
to regional issue, let us
know your model number and we can
provide a way to unlock your player at no charge.
What is your DVD quality?
We provide large screen caps for you to judge the quality of our
product. Moreover, in each section of DVD product description, right below the stated
number of DVDs, you can
see the source of that particular DVD. If you scroll down, before the
bottom of page, there's an explanation regarding the quality. Digitally Remastered
R2 being the highest quality while VCD being the lowest.
Why you never offered your product in Double Layer DVD?
We agreed that double layer have a bit higher quality than single layer.
However, most DVD player (especially the economic one) CANNOT play
double layer DVD properly. One player might play the DVD just fine but
the other may play it with annoying skips. Considering the compatibility
issue in mind and higher cost for Double Layer DVDs, we decided not to
offer those DVD.
I want xx series, Can I do special order from you?
Unfortunately, we do not do any of special order. However, you're more
than welcome to
make a suggestion for the series you'd like to have. We might be able to
get a hold of the
series that you suggested in the future. We make no guarantee
nevertheless.
Do you have this "xxx" series subbed in English?
In each section of DVD product description, right below the language of
the DVD, you will find if the particular series does have English or
other subtitle or even no subtitle at all. In the event that the series
does not have subtitle, please check back often since we're always
replacing our products with higher quality and English Subbed. You are
welcome to e-mail us regarding this issue.
I only need episode x and x. What volume should I buy?
Each DVD have different arrangement of number of episodes per DVD.
Within normal condition, an R2 DVDs have 5 - 6 episodes per DVDs, while
HK DVDs can have up to 8 Episodes. As such, please e-mail us regarding
which episodes you'd like to buy. We will try our best to reply within
timely manner with the information you need.
I don't want DVD, Can I buy your series in VCD format?
Unfortunately, we no longer carry VCD format. We believe that the VCD
format is not
effective in terms of quality, size, and cost. We hope there's other
dealers out there who might can help you.
Can I play your DVD in my Flat LCD HDTV?
All of our DVDs were tested on 40" LCD HDTV and guaranteed to be fully
compatible with any HDTV. We suggest using a DVD player that have HDMI
output, as it has proven to increase the picture quality on HDTV. Do
note, with higher quality DVD source (R2 Remastered or Digital TV), you
can achieve higher picture quality in HDTV. If you play VCD quality on
your HDTV, the picture will mostly came out blurry.
Do you use photoshop to manipulate the DVD screen caps?
We could but unfortunately we do not want to ruin our reputation and we
also do NOT have time to manipulate our screen caps. We are extremely
honest when it comes to quality issue. What you see is what you will
get. Do keep in mind that all screen caps picture were compressed as
.jpeg format to save your access time. As such, caps are a bit in lower
quality than the actual DVD.
What is this Digitally Remastered R2?
It is the highest quality available for a series until the release of
Blu-Ray or HD DVDs. R2 DVD have highest quality because every single
episodes were digitally restored, digitally enhanced in both sound and
picture. This often makes the picture more brilliant bright and sharper
as well as having a clearer sound than any other release such as Laser
Disc. In addition, most of the R2 DVD have exclusive extras such as
no-credit OP/ED, interviews, art galleries, and more.
Will I get the displayed cover, DVD case, DVD box?
As stated in every page, Cover picture / Box picture posted are for
reference only. Your order will be shipped in OEM sleeve, no cover, no
box, no case. However, not long from now, we will open a Premium DVD
section, which will satisfy the craves for packaging.
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