ORDER SUPPORT
1. How do I reach you if I have an order problem or question and I can’t find the answer here?
You can reach our customer service department by e-mail or mail.
- By e-mail: orders@criterion.com
- By mail: The Criterion Collection, 215 Park Avenue South, Fifth Floor, New York, NY 10003
Please note that order support e-mails are answered Monday to Friday during business hours EST. Please include your name and e-mail address.
If you are contacting us about a specific transaction, please try to include as much information as possible, such as order number and date, what items were in the order, and the total amount paid.
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2. What if I have a problem with something I buy?
The Criterion Collection will refund the full purchase amount (including any applicable sales tax, but excluding any shipping and handling fees) if an item is returned within 30 days of the date we ship it to you. Shipping and handling will only be refunded if the problem is the result of our error.
DVD returns/exchanges will only be accepted if the outer shrink-wrap is intact.
T-shirt and hat returns/exchanges will only be accepted if the item is unwashed and unworn.
Recipients of gifts (as designated in the ship-to address of the order) may exchange items only for ones of equal or lesser value. Refunds can only be made in the original form of payment and only to the original purchaser.
Returns, exchanges, and defective discs should be sent to:
The Criterion Collection
Attn: Jon Mulvaney
215 Park Avenue South, Fifth Floor
New York, NY 10003
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3. What payment methods do you accept?
We accept Visa, MasterCard, American Express and Discover.
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4. Can my order be shipped outside the United States?
We only ship our DVDs in the United States and to English-speaking Canada. Our free-shipping offer is good only on orders shipped in the U.S.
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5. What if I want to cancel an order?
We try to ship every order as soon as possible, so we may or may not be able to cancel an order before it ships. If you do want to change or cancel your order after it’s been placed, please contact customer service at
orders@criterion.com.
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6. How much does shipping and handling cost?
Shipping and handling is free for all domestic orders over $50. All orders are traceable, and your tracking number will be sent to you in your Shipping Confirmation e-mail and appear on your Orders page under My Account. Our warehouse is located in Kentucky, so the transit time on your order may vary from 1 to 5 business days depending on where it's shipping to.
Rates for all orders under $50 are as follows:
Domestic Standard Shipping
Standard Delivery Method (UPS Ground):
- Flat rate of $5.95.
- In-stock items usually arrive within 4 to 8 business days.
PO Box and Military Mailing (APO/FPO) Delivery Method (DHL Smart Mail):
- Flat rate of $5.95.
- In-stock items usually arrive within 4 to 8 business days.
- Make sure your package reaches our troops. For military addressing tips please click here.
NOTE: all shipments to Alaska, Hawaii and Puerto Rico are sent via the USPS/DHL Smart Mail
We also offer two flat-rate options for when you want your order a little faster (these options are not available for PO, APO, or FPO box addresses):
Domestic Expedited Shipping
UPS Second Day:
- Flat rate of $15.
- In-stock items usually arrive within 2 business days.
UPS Next Day:
- Flat rate of $27.
- In-stock items usually arrive the following business day.
NOTE: Orders with expedited shipping on in-stock items placed by 2:00 p.m. EST will go out the same day.
Canadian Standard Shipping
- Flat rate of $9.95 for the first item, plus $2.50 for each additional item.
- In-stock items usually arrive within 7 to 10 business days.
- Our Canadian shipments are now sent via DHL Global Mail, which is a trackable service. To avoid being hung up in transit, all Canadian orders include a handling fee of 18% of the merchandise total to cover any customs brokerage fees, taxes or duties that may be relevant to your shipment. This amount will be indicated on your Order Confirmation screen. Because this charge is paid in advance, we have found this method gets your shipment to you more quickly and efficiently.
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7. Do you charge sales tax?
The Criterion Collection is required to collect sales tax on orders shipping to New York and Kentucky. If sales tax applies to your order, we’ll indicate it during the checkout process.
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8. Is it safe to use my credit card?
Shopping online with us is very secure.
All pages in the store that ask for or display personal information, including your credit card information, are secured by 128-bit SSL (Secure Socket Layer) encryption. Shopping online with this industry-standard technology is extremely safe. You can use your web browser to confirm you are on a secure page. (Many browsers, including Internet Explorer, display a closed-lock icon to indicate that you are secure.) Also, a URL that begins with “https” indicates that you are on a secure page.
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9. What is your privacy policy?
The Criterion Collection is committed to protecting your privacy. We do not sell, trade, or rent your personal information to others, period.
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10. How do I know if my order has shipped?
When you place an order online, you’ll get an e-mail confirmation. Then you’ll get another e-mail when the order has actually shipped, which will include a tracking number. You can also check your Orders page under My Account 24-48 hours after you place your order.
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11. How do your T-shirts fit?
Please consult our sizing charts on the product pages for proper fit. T-shirts are fitted and run slightly small. If you’re not sure what size to get, we suggest you order a size larger
than you would normally buy. We recommend low-heat, tumble, or air drying.
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12. Do you offer institutional sales?
For educational sales, public performance, and nontheatrical rights, please contact Jon Mulvaney at
mulvaney@criterion.com.
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13. Do you have a loyalty program for people who buy directly from your website?
We appreciate the loyalty of our customers, and we do offer a loyalty points program. Here’s how it works: every dollar you spend at the Criterion store (rentals included) earns you a point. When you get to 500 points, we will send you a $50 gift certificate. To take advantage of this, you must register for a customer account at checkout with a valid e-mail address, so we can keep track of your total and credit your account.
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14. Do you offer wholesale pricing?
For information on wholesale discounts, please contact Jon Mulvaney at
mulvaney@criterion.com. Wholesale sales are final and nonreturnable.
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