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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