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Contact GreenCine Customer Service:
support@greencine.com
SALES HELP
ORDER
Order History
You can view all past orders on your order history page . The order history page is accessible from your account page. On it you will see a list of order numbers, the date the orders were placed, and the order status. An order is open if any of the items in the order are waiting to be shipped, backordered, or on preorder; orders are closed when all items are either shipped or cancelled. To see more details about an individual order, click the order number to view the order details page.
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Order Details
On the order detail page you can view more information about your order, including shipping information, billing information, all items in your order and their statuses. The possible item statuses are:
Pending - the item is processing
Backordered or preordered - the item is either on backorder or preorder. This is the only type of item that may be canceled. See cancellations for more information.
Shipped - the item has shipped.
Removed - the item has been canceled.
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EDITING YOUR ORDER
Canceling your Order
If an item in your order is on backorder or preorder and you no longer wish to receive it, you may cancel it. To cancel an item, view the order details page, accessible from your order history page. If the item is eligible for cancellation, a "cancel" link will appear next to the item on the right. Click the link to cancel the item. Although the cancellation has been submitted, the item will remain in "backordered or pre-ordered" status until the cancellation is processed.
Because our warehouses process orders very quickly, it is occasionally possible for an item to ship out before your cancellation was received. If this occurs, contact customer support at support@greencine.com for further instructions.
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Adding an Item to an Existing Order
It is not possible to add items to an existing order. Instead, simply place a new order.
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Editing Shipping Information
Because our warehouses process orders very quickly, it is very difficult to change a shipping address once it has been submitted. We recommend you double-check your shipping address before submitting an order.
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Editing Billing Information
If you have not yet been billed for your order and you wish to change your credit card, you may do so by contacting customer support at support@greencine.com. For security, we strongly discourage you from sending credit card information via email. Instead, please fax your credit card information to us at: 1-208-460-3429. Make sure that you include your billing address, contact information and an explanation of the situation.
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SHIPPING INFORMATION
Shipping Methods and Rates
GreenCine offers the following shipping methods:
USPS Standard (Media Mail): 7-21 days on average
($1.80 + $0.50 for each additional piece)
Package is NOT insured. Delivery times are Monday to Saturday for the continental U.S. Delivery times to other states or territories may vary.
USPS Priority Free for orders $50 and above!: 3-5 days on average
($5.30 + $0.50 for each additional piece)
Package is NOT insured. Delivery Confirmation is available. Delivery times are Monday to Saturday for the continental United States. Delivery times to other states or territories may vary.
UPS Ground: 2-5 days on average
($5.75 + $0.75 for each additional piece)
Package is insured and traceable. Delivery times are Monday to Friday for the continental U.S. Delivery times to other states or territories may vary.
UPS 2nd Day: 2 days on average
($9.00 + $1.45 for each additional piece)
Package is insured and traceable. Delivery times are Monday to Friday for the continental U.S. Delivery times to other states or territories may vary.
UPS Overnight: 1 day on average
($17.00 + $1.65 for each additional piece)
Package is insured and traceable. Delivery times are Monday to Friday for the continental U.S. Delivery times to other states or territories may vary.
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Shipping Preference
When you place an order, you have a choice of how you'd like us to group your shipments.
Group my items into as few shipments as possible:
When you group items in as few shipments as possible, you will be charged a one-time shipping fee. If an item on your order is not in stock (backordered), the order may not ship until we have that item in our warehouse. When the backordered item is deemed to be "not available in a timely manner," we will ship the in-stock item(s), then ship the backordered items to you at no additional cost.
Ship items as they become available:
When you ship the items in your order as they become available, you accrue a separate shipping charge for each individual shipment within the order. For example, if your order ships in three separate shipments, you will accrue three separate shipping charges. Sometimes, this is a quicker way to get the items in your order but can end up being more expensive.
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Free Priority Shipping!
GreenCine offers free shipping for orders over $50. You must choose "group my items into as few shipments as possible" at the time of checkout to be eligible for this offer.
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Delivery Confirmation/Tracking
If your selected shipping method offers delivery confirmation (USPS Standard and Priority) or tracking (all UPS options), you will be emailed a confirmation/tracking number when your item ships. The confirmation/tracking number will also appear on your order history page. Enter this number on the USPS or UPS web site to track your package.
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International Shipping
Unfortunately, we do not ship internationally at this time.
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BILLING INFORMATION
Forms of Payment
GreenCine accepts Visa, MasterCard and American Express. Unfortunately, we cannot accept any other forms of payment at this time.
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Billing
Your card will be authorized at the time you place your order. You will be billed when your items ship. You will see a charge on your credit card from GreenCine.
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Store Credit
If you have been issued a store credit, it will automatically be applied to your next order. To see how much store credit is available to you, check your account page. Store credit currently applies to DVD sales only.
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Sales Tax
Our customers in California will be charged 8.5% California sales tax on goods purchased.
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Gift Certificates
Unfortunately, we don't yet offer gift certificates for DVD sales.
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Editing Billing Information
If you have not yet been billed for your order and you wish to change your credit card, you may do so by contacting customer support at support@greencine.com. For security purposes, we strongly discourage you from sending credit card information via email. Instead, please fax your credit card information to us at: 1-208-460-3429. Make sure that you include your billing address, contact information and an explanation of the issue.
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RETURNS
Return Policy
We will gladly accept any unopened item returned within 30 days of order. Upon receipt, we will credit your charge card or issue a store credit for the cost of the item. If we are at fault (e.g., shipped the wrong item) we will also refund the shipping charges. Should you receive a defective item, we will gladly replace it with the same title.
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How to Complete a Return or Exchange
Please contact customer support at support@greencine.com. Provide us with the order number, the reason for return, your name and your email address. After evaluating your claim, we will send you a return authorization number (RA). Your invoice includes a built-in return label. Upon receipt of the RA, attach the return label to the box, write the RA number on the label, and mail it back to us. Please note that the label does not include postage.
Please send your returns to:
GreenCine
Attn: Returns
PO Box 7103
San Francisco, CA 94120-7103
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YOUR GREENCINE ACCOUNT
Accessing your Account
A link to your account page appears at the top right corner of each page of our site. You will be prompted to enter your screen name and password. From your account page you can view your order history, change your password or contact email address, edit your lists and reviews, and many other features.
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Customer Service
You may reach our customer support team by sending an email to: support@greencine.com . You can also fill out a form by going to our report form.
GreenCine customer support is handled Monday to Friday 6:00AM to8:00PM and Saturday to Sunday 9:00AM to 5:00PM Pacific Time. Sorry, we currently only offer customer service via e-mail.
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Forgot Screen Name/Password
If you're logged in, you must first log out of your account completely by clicking on the "if you're not [screen name], click here" link at the upper right hand corner of the GreenCine site. You'll be sent to thelogin page.
If you're not logged in, go to the login page at http://www.greencine.com/login.
Click on the "forgot your password or screen name?" option. Then enter your email address and we'll send you your password and screen name. If you're still unable to log in, email support@greencine.com for more help.
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Order History
You can view all past orders on your order history page . The order history page is accessible from your account page. On it you will see a list of order IDs, the date the orders were placed, and the order status. An order is open if any of the items in the order are waiting to be shipped, backordered, or on preorder; orders are closed when all items are either shipped or canceled. To see more details about an individual order, click the order ID to view the order details page.
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Order Details
On the order detail page you can view more information about your order, including shipping information, billing information, all items in your order and their statuses. The possible item statuses are:
Pending - the item is processing
Backordered or preordered - the item is either on backorder or preorder. This is the only type of item that may be canceled. See cancellations for more information.
Shipped - the item has shipped.
Removed - the item has been canceled.
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Store Credit
If you have been issued a store credit, it will automatically be applied to your next order. To see how much store credit is available to you, check your account page.
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EDITING YOUR ACCOUNT INFORMATION
Editing your Shipping Information
Each time you check out, you will have the option of shipping to the shipping address on your most recent order. You may also enter a new shipping address at that time.
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Editing your Billing Information
Each time you check out, you will have the option of using the billing information on your most recent order. You may also enter new billing information at that time.
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Editing your Newsletter Preferences
To sign up to receive our weekly newsletter, click "edit your profile" on your account page and check "yes" under "Subscribe to the GreenCine newsletter." To unsubscribe, check "no" on the same page.
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Changing your Password
To change your password, click the "change password" link on the right on your account page. You will be asked to enter your existing password and the new password.
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SECURITY AND PRIVACY
Secure Shopping
- GreenCine uses Secure Sockets Layer (SSL) software, which encrypts information you input to protect your privacy during transmission of sensitive information.
- We reveal only the last four digits of your credit card numbers when confirming an order. We transmit the entire credit card number to the appropriate credit card company during order processing.
- It is important for you to protect against unauthorized access to your password and to your computer. Be sure to sign off when finished using GreenCine from a shared or public computer.
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Privacy Policy
Please see our privacy policy here.
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SHOPPING INFORMATION
Searching for an item
To start your search, enter a title or name in the simple search box at the top left. You'll see the first five person matches at the top of the page and the first five title matches at the bottom; click the "view all results" links to see the rest of the matches.
If you want to refine your search, try clicking advanced search just under the search box. Fill in one or more of the fields and click "search." You can also limit results to titles available for watch, buy or rent.
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Pre-releases
You can order items that have not yet released as you would any other item. You will be billed at the time your order ships. Please note that while we do our best to keep release dates accurate, they are subject to change by releasing studio.
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Product Formats
At present, GreenCine sells only DVDs. Additional formats coming soon. Occasionally, you will also see "Watch" as an option. This refers to titles available for Video-on-Demand or DivX.
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Shopping Cart
Your shopping cart can be found here: http://www.greencine.com/cart. If you're logged in, any items you place in your shopping cart will remain there until you remove them or check out. If you are not logged in, items you place in your shopping cart will only remain there as long as your session persists.
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Can't Find an Item
GreenCine is constantly working to expand our catalog. At present, we only carry region 1 releases for DVD sales. If you can't find a title you're looking for, it may be out of print, or it may not be available from our distributors at present. To inquire about a title, please contact dvdrequest@greencine.com.
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Catalog Errors
Should you find an error in our catalog, please don't hesitate to contact corrections@greencine.com.
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DVD Editions
Films are often released in different editions. Please be careful in ordering to ensure you receive the edition you are looking for. If you're not sure exactly what edition you're purchasing, click "see additional details" on any product page to see complete listings of bonus features, chapter stops, and other information.
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Wishlist
GreenCine currently does not offer wishlists.
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CATALOG
Buy and other Buttons
- BUY: This button signifies that the product that you are looking at is available for purchase as a brand new DVD. Click on the buy button from the product page to add the DVD to your cart. Check out is quick and easy, plus we offer FREE Priority Shipping to all orders over $50.
- RENT: We have it and, if you're a rental subscriber, you can rent it now.
- REQUEST for RENTAL: Although it was released (or is about to be released) on disc, we don't have it yet. Members can "Request" it and the title will be added to your "Request List." When we've received a number of requests for the title, we'll add it to our collection (and we'll automatically move it from your "Request List" to the end of your queue).
- NOTIFY: These titles are not yet available on DVD. If you click this button, we'll send you an email to let you know when they're released (or announced for release).
- OUT-OF-PRINT: There isn't a button associated with this status. If you see the text "This title is currently unavailable on disc or is no longer in-print," it means that the film used to be available but is currently out-of-print. If you added it to your queue when it was available, it remains there until it eventually becomes available again. Otherwise, we'll add it back for "Rent" or "Buy" whenever it is re-released.
- WATCH: Occasionally, in addition to one of the above conditions, you will also see "Watch" as an option. This refers to titles available for Video-on-Demand or DivX.
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No Longer Available
There are some products that are displayed in our catalog but they don't have any buttons. GreenCine maintains these items for member lists and review purposes. If a title had previously been available, a member may have added it to their list; deleting it would be a bit jarring to someone worked so hard to build a list. Ditto for reviews. Also, titles go out of print, and then come back in print; leaving it in the catalog makes it easier for us to go in and make the title live again. (Don't ask us to explain DVD rights issues and DVD release patterns, because it involves a heady mix of astrology and astrophysics, and you don't want to go there.)
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Suggest a title that's missing from our catalog
Send your DVD requests to dvdrequest@greencine.com, and we'll consider it carefully.
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Error in catalog
You may suggest corrections to our catalog by writing to corrections@greencine.com.
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DVD Box Cover Art and versions
Box art is for reference purposes only and might not always represent the exact edition of a particular film that we have in stock. We do try our best to match our product with the box art on the website.
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GREENCINE COMMUNITY
Rating a film
The rating graphic is a double row of squares near each DVD found throughout the GreenCine site. Green squares on top represent Average Rating for the DVD among all members. Yellow squares on the bottom represent your personal rating. You can also rate Member Lists. To rate an item, click a square on the bottom row to give it a 1-10 rating. Should you later change your mind about a film, you can go back and change your rating at any time by clicking on a different square.
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Create a Member List
A Member List is a set of movies GreenCine members have put together to share on the GreenCine site - it's a way to express your movie tastes by grouping titles together in an fun, interesting and possibly helpful way, for example, Movies Mocked by the Simpsons, or Past Foreign Film Oscar Winners. First, go to "View Your Lists" link on the left side of the Web page. Now click on "create a new list, the link that is on the upper right corner of this page. Give it a title and a description. For example, Title: "Most Campy Monster Movies from the 1950s" | Description: "This is a collection of some of the best killer creature movies from my childhood. Each one of these is guaranteed to spook you out at the same time they are making you giggle with delight."
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Okay, I created a list but there are no films in it. How the heck do I actually put titles in this list?
Easy, easy, we were just getting to that. To add a new entry to your own list, find the item using Search or by browsing GreenCine. So find one of the films you want to add to the list, say, Attack of the Giant Leeches. See that "add to list" link and button in the upper middle of the page? Click on it. Voila! Select the list you want to add this film to, in this case Most Campy Monster Movies from the 1950s, and then click the "add to list" button. Voila! You can then go view what you have so far in the list, and write comments about this film, or you can save that for later and "keep browsing." You can then go find some more titles to put on your fancy schmancy list, and before you know it you're set. Add descriptions for items in your list by clicking on the "edit list" button after adding an item to your list, or edit by finding the list under "view your lists" in the left navigation bar. After you've added descriptions, make your list known to GreenCine by clicking "make public." Member Lists just made public will appear on the GreenCine home page. All the lists that you make public also appear on your Member Profile - it's another way of letting other GreenCiners know who you are!
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My member list got a low rating - what's up with that?
Don't take it too personally if only one person rated your list and it was low. Perhaps they were in a bad mood at the time.
But here are some useful tips on How To Get a Highly Rated Member List on GreenCine:
1. Write comments for each film. If you post a list with no commentary for any of the titles, people will automatically mark you down unless it's a particularly unusual and useful list. First, write a little summary of what this list is about and why you created it, or why a GreenCiner should be interested in it. Each movie should be summarized or have some sort of juicy tidbit about why it's in this particular list. Comments can be short, but making an effort to something will make your list stand out.
2. Make it different from a search. For instance, "All the Movies Starring Harrison Ford" isn't a very good list because any of us could just get that by doing a search or clicking on his name link in one of the films he's been in.
3. Think of a linking theme, or mood, that puts all these titles together. Give the list your own unique personality and opinions. Try not to simply list movies you've rented, or if you insist on doing that, then at least write descriptions so members can see why you recommend the films.
If it's too intimidating to write something up all at once, go back and revise your list any time. These things can be works in progress. You can add titles whenever the mood strikes you. Also, it helps if you do a search of existing lists to see what's been done before. Someone might already have done the Most Campy Monster Movies from the 1950s list you were creating, in which case you might want to add a little twist to it just to differentiate it. But, like snowflakes, no two lists are ever exactly the same, since we all have distinct personalities. Learn to make yours come across in a list, and you'll get a high rating, guaranteed!
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Write a film review
To post a review of a film, simply click the "write a review" link and enter your review. If you type your review in another program first, such as MS Word, please be sure not to use smart characters or other special characters; these don't render well on the site. Once you have submitted your review, it will be posted on the site in 5 to 7 business days. To edit existing reviews, go to your account page and click "edit your reviews."
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Discussion boards
Discussion boards can be found here: http://www.greencine.com/board
To reply to a message, click on the topic you wish to respond to. When in that board, read through all the messages, and then you can either click "Quote Reply" if you wish to have the last message quoted in yours, or just "Reply" (at the top of the screen) if you want to reply without quoting.
To post a new message, click on the "Public Discussions" or "Discussion Forums" links on the home page. Then click on the link that corresponds to the category most relevant to whatever it is you wish to discuss. (i.e., if you want to talk about Norwegian cinema, click on the "Foreign" link.) Then click on "New Topic," give it a title, type in your message, and select one of those cute little icons to go with it. When done, hit "Post" and you're set.
Please keep in mind these rules when you're posting:
- Your posts should focus on specific topic of the board and thread.
- Personal expression is encouraged but offensive conduct will not be tolerated.
- Please do not post availability, price, or alternative ordering/shipping information.
- Please do not post solicitations for external websites, contests or other solicitations.
- Please do not post threads that do not relate to the topic of the board.
Unfortunately, we don't currently have an "edit your post" feature at the moment, but if you really, really want to re-do a post, e-mail us. We'll delete it for you and you can start over.
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Personalized Member Icon
Send a 64x64 gif or jpg file to icons@greencine.com, using the email address associated with your GreenCine account. Please do only as instructed below:
- Include your GreenCine screen name in the body of your email;
- Send the file as an attachment (Do not embed the icon in the email nor send a link to a web page);
- Please indicate if it is an animated icon or a still.
We'll put your icon up for you (allow up to a week for icon changes to take effect).
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Green Halo
Some members have green boxes around their icon in the message boards. The green "halo" denotes a GreenCine staff member, who has stepped out of lurking mode to respond to a message. Note: In real life, GreenCine employees don't actually have a green box around them. This would be very cumbersome and make getting around rather difficult. They do, however, faintly resemble their icon pictures.
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Newsletter
GreenCine's weekly newsletter, The Dispatch, is free for all members and should be arriving in your email box every Tuesday. If it's not, check your member settings by clicking on "your account" and then "edit your profile." At the bottom is an option to "Subscribe to the GreenCine newsletter." Select "yes." Do the opposite if you no longer wish to receive the newsletter (but why would you want to do that? It's chock full of reviews of new DVD and VOD titles, staff picks, links to articles, tips on using our service and notices of upcoming events.)
You can also go to our marketing and public relations blog, Pravda, for Dispatch archives.
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More about GreenCine
" GreenCine " is pronounced "green scene." Some think it's pronounced "green sign" or "green sin nay." But it's "green scene." Really. It rhymes.
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CUSTOMER SUPPORT
Customer Service
You may reach our customer support team by sending an email to: support@greencine.com. You can also fill out a form by going to our report form.
GreenCine customer support is handled Monday to Friday 6:00AM to 8:00PM, and Saturday to Sunday 9:00AM to 5:00PM Pacific Time. Be nice when writing to them! They work really hard to help you out with GreenCine issues. Sorry, we currently do not offer customer service by phone, only via e-mail.
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