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Untitled Document
RHINO ENTERTAINMENT
CUSTOMER SERVICE POLICY
Rhino Entertainment is committed to giving you the best possible online shopping experience.
To find out the specifics
of our store policies, click on a topic:
You can reach customer service
by e-mail, telephone or regular mail. Our representatives are available to answer
your phone calls between the hours of 8:00 AM and Midnight Monday through Friday, Saturday from 8:30am to 7:00pm, and Sunday from 10:30am to 7:00pm, Eastern Standard Time (except holidays).
E-mail address: [email protected].
Phone Number: (888) 407-4466
Regular Mail:
Rhino Entertainment
P.O. Box 30620
Tampa, FL 33630-0620
Advanced pre-release ordering
is available for selected Rhino music titles. These titles are noted with an
Advance Order icon. If you would like to receive your music selection on the
actual day it hits stores, please place your order by 10 AM PST the Thursday
prior to the release date and choose the RUSH shipping option. If you select
our standard shipping option, you will receive your advance order approximately
3 days after the release date. RUSH delivery is not available for International orders.
If your order includes
other products that are actually in-stock, your order will be processed with
the pre-release title and shipped together on the release date. Therefore, for
immediate shipment of your in-stock order, please separate your orders.
Please Note: Advance
order release dates are subject to change without notice.
Rhino Entertainment is very sensitive to your concerns regarding the security of using your credit cards to purchase products over the Internet. Safeguarding your privacy and confidentiality is of the utmost importance to us. Our site uses Secure Sockets Layer (SSL) which encrypts your data while it is being transferred over the Internet. This makes it very difficult for someone to steal your credit card information. We also use the latest encryption technologies to protect the security of your credit card and password information while we are processing your order.
- When you find an item you want to buy, just click on the Buy Now button. It will automatically be placed in your shopping cart.
- To remove an item from your shopping cart, simply click on the 'remove' check box for all items you want deleted from your cart and click the 'update' button.
- To change the size or format of the product you wish to purchase, select the desired configuration from the drop down list box and click on the 'update' button. Note: Most browsers will automatically update your cart when you select a different configuration.
- When you have all of the products you want to purchase in your shopping cart, simply click on the Proceed To Checkout button to update your order and continue through the checkout process.
- If you are a returning customer with a MyExpressCheckout account, you will need to provide your user name and password to log into your account. Once you've successfully logged in, your address and stored payment information can be for this purchase or modified as required.
- If you are a new customer or a returning customer without a MyExpressCheckout account, you will be required to provide address and payment information in order to complete the purchase. You may set up a MyExpressCheckout account to store address and payment information for your future purchases.
- Important Note: The address information you provide for the Billing Address MUST exactly match the billing address on your credit card statement. Inaccurate address information may delay the shipment of your order.
Rhino Entertainment
accepts the following: American Express, Mastercard, Visa, Discover, Diners Club, and JCB.
The charge for your order
will appear on your credit card bill as "Rhino Entertainment Music".
Rhino and Rhino Home Video TitlesAlthough anyone may browse through our store, in order to make a purchase from Rhino, your shipping address must be within the United States, Puerto Rico or US Territories. The USA/Domestic Shipping Chart is for shipping addresses within The United States, Puerto Rico or US Territories.
Rhino Handmade Titles
Rhino Handmade titles are often available to ship internationally. The Canada Shipping Chart is for Rhino Handmade shipping addresses within Canada. The International Shipping Chart is for Rhino Handmade shipping addresses Internationally.
Rhino | USA/Domestic Shipping Merchandise Total Greater Than | Less Than | Shipping & Handling | | $0.00 | $20.00 | $2.99 | | $20.01 | $40.00 | $3.99 | | $40.01 | $60.00 | $4.99 | | $60.01 | $80.00 | $5.99 | | $80.01 | $99.99 | $6.99 | | Greater than $100.00 | | FREE |
|
Canada
Shipping Merchandise Total
Greater
Than
|
Less
Than
|
Shipping
& Handling
|
| $0.00 |
$20.00 |
$4.99 |
| $20.01 |
$40.00 |
$6.49 |
| $40.01 |
$60.00 |
$7.99
|
| $60.01 |
$80.00 |
$9.49
|
| $80.01 |
$100.00 |
$10.99 |
| $100.01 |
$120.00 |
$12.49 |
| $120.01 |
$140.00 |
$13.99 |
| $140.01 |
$160.00 |
$15.49 |
| $160.00 |
$180.00 |
$16.99 |
| $180.00 |
$200.00 |
$18.49 |
| Greater
than $200.00 |
FREE |
FREE |
| International Shipping Merchandise Total Greater Than | Less Than | Shipping & Handling | | $0.00 | $20.00 | $5.99 | | $20.01 | $40.00 | $7.99 | | $40.01 | $60.00 | $9.99 | | $60.01 | $80.00 | $11.99 | | $80.01 | $100.00 | $13.99 | | $100.01 | $120.00 | $15.99 | | $120.01 | $140.00 | $17.99 | | $140.01 | $160.00 | $19.99 | | $160.01 | $180.00 | $21.99 | | $180.01 | $200.00 | $23.99 | >
| $200.01 |
$220.00 |
$25.99 | | $220.01 | $240.00 | $27.99 | | $240.01 | $260.00 | $29.99 | | $260.01 | $280.00 | $31.99 | | $280.01 | $499.99 | $33.99 |
| Greater Than $500.00 | FREE | FREE |
Shipping Methods And Rush Delivery Option
Shipments to addresses within
The United States, Puerto Rico or US Territories are sent by United States Postal
Service First Class Mail and usually take 5 to 7 days to arrive. Shipments to
addresses within Canada are sent by United States Postal Service Letter Post Air,
or if over four pounds in weight are sent by United States Postal Service Parcel
Post Single Piece Airmail and usually take 5 to 10 days to arrive. International Shipments are sent by United States Postal Service Letter
Post Air, or if over four pounds in weight are sent by United States Postal Service
Parcel Post Single Piece Airmail and usually take 5 to 10 days to arrive. International shipments may be held by
your local Customs Authority for an additional 7 to 10 days depending upon the
Customs laws in your country. Therefore, it is best to allow for 3 weeks for
delivery.
Rush Delivery is available
ONLY to addresses within The United States and Puerto Rico. It is NOT available
for Armed Forces Abroad, US Territories, Canada and International deliveries.
If you select Rush Delivery
it means that any in-stock catalogue item will ship to you by United Parcel
Service to arrive the next day after your order is processed and fulfilled.
For most Rush Delivery orders this means arrival on the second day after the
order was placed.
Selecting Rush Delivery
does NOT ensure a lower limited-edition number, does NOT get an order fulfilled
sooner than any other order and does NOT get any pre-ordered Rhino Handmade
New Release shipped before the "Pre-orderable Now For Shipment Beginning..."
Date.
Since Rush Delivery is shipped
by United Parcel Service, all Rush Deliveries MUST be shipped to a street address.
United Parcel Service CANNOT ship to Post Office Boxes.
For Rush Delivery, please add $8.00 per USA address to regular
Shipping & Handling charge from the USA/Domestic Shipping Chart.
You may combine as many
product lines as you like within an order. Our various product lines do not
always ship from the same warehouse. Therefore you may receive several shipments
for a single order.
A Note To Canadian And International Customers
If you order Rhino Handmade titles for delivery to a shipping address outside The United States, you will be responsible for any and all import taxes, tariffs and duties which may be levied by your Customs or Government or Other Authority upon any parcel we send to you.
With respect to orders being
shipped to a CA, GA, IL, MN, PA, NJ, NY and TX address, we are required to collect
sales tax at the rates in effect at the time of shipping your order. The amount of your sales tax will be calculated and displayed during the check out process.
Upon completing your order
you will receive a confirmation number. Please save your order confirmation
number and refer to it if you need to contact a Customer Service Representative.
Your order of in stock merchandise
will generally arrive in 5-7 days, unless you have selected RUSH delivery. We will notify you if
any item can not be shipped within 30 days and you will be given the option to cancel your
order. On credit card orders, an item will not be charged to your account until shipped.
Orders received over the weekend and on holidays will be processed the following
business day.
Rhino Entertainment
processes your orders very quickly. If you find that you have made an incorrect
order, please notify us immediately by sending an e-mail to [email protected]. If your order
has not yet been processed, we may be able to correct it. However, if the product
has already been shipped, we will be unable to change any portion of your order.
If you have set up a MyExpressCheckout
account, you can check your order status by logging in at www.myexpresscheckout.com.
You can also send us an email at [email protected]
or call us at (888) 407-4466 between the hours of 8:00 AM and Midnight Monday
through Friday, Saturday from 8:30am to 7:00pm, and Sunday from 10:30am to 7:00pm,
Eastern Standard Time (except holidays).
Rhino will notify you of
any upcoming promotional opportunities and new product releases which interest
you. If you don't want to receive these special mailings, please make sure to
uncheck the box that reads: "Check
this box if you want to receive special promotional mailings",
which is located at the bottom of the page where you fill in your shipping and
billing address. If for some reason you forget to do this, you can easily remove
yourself from this mailing list by sending an e-mail to [email protected]
If you have received damaged,
defective or incorrectly shipped merchandise, please return the product
within 30 days of receipt following the Return/Exchange Instructions
below. We will gladly replace the merchandise without additional charge, or
provide you with a full refund.
If you are dissatisfied
with your purchase and the merchandise is unopened, we will be
happy to accept a return or exchange it for you if returned within 30 days of
your receipt of the product. Original shipping and handling charges are not
refundable and you will be responsible for all costs associated with return
shipment. No COD returns will be accepted.
Gift Orders
If your order is a gift order and the gift recipient wishes to return
or exchange it, they may do so for any reason within 30 days of receipt. It
must be returned to us with the outer wrapping intact. Upon our receipt of the
returned product, we'll be happy to give credit for the cost of the item(s)
returned and any associated sales tax to the credit card account originally
charged. The sender will only be responsible for the return shipping costs.
At the time of the exchange request, our Customer Service Department will be
happy to help the gift recipient with a replacement order. Please read Return/Exchange
Instructions.
- Complete the "Return
and Exchanges" form on the back of your packing slip and provide us with the following
information:
- Your mailing address
- Your phone number
- Order
confirmation number
- What you are returning
and why
- How you would like
us to handle your return or exchange
-
Please mail the package
to the address below. We highly recommend that the items be returned to
us using a mail service which provides tracking or insurance.
- Mail to:
Rhino - Central Returns
948 Meridian Lake Drive, Bldg R
Aurora, IL 60504
- Once your return has
been received by us, we will credit you for the returned merchandise and
sales tax if applicable.
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