Frequently Asked Questions




Ordering & Returns

Why didn't I receive a confirmation e-mail after I placed my order?

Confirmation Emails are sent from email-manager@films.com. To ensure delivery of these messages, please add this email address to your Safe List or Address Book.  If you need further assistance, you may contact Customer Service at 800-322-8755 or by email at custserv@films.com.

What forms of payment do you accept?

We accept the following major credit cards: Visa, MasterCard, and American Express, as well as Purchase Orders. Each time you use a PO it will be manually approved by our Finance Department before your purchase can be completed.

How can I use my offer code?

If you have a three-letter offer code for free shipping, or a discount, you may enter this code during the checkout process. The savings may not appear until the item is placed in your Shopping Cart.

How long are discounts valid?

Discounts are typically valid for 30 days. If you have an offer code and will not be able to use it before the discount expires, please contact Customer Service at custserv@films.com or 800-322-8755.

What are your mailing address, email, phone, and fax numbers if I choose not to order online?

Mailing Address:
Films Media Group
132 West 31st Street, 17th Floor
New York, NY 10001

Email: custserv@films.com
Phone: 800-322-8755
Fax: 800-678-3633

Can I request a Price Quote or create a Custom Proposal?

Yes, to request a Price Quote or Custom Proposal online you must first register. Once you are registered you can create a Wish List which can be printed and faxed to us or sent via email. Please be sure to include all your contact information when submitting this request. You can also work with one of our media consultants to create a personalized proposal for you. They can be reached via sales@films.com or 800-322-8755.

How long will it take for my order to arrive?

Your order will be shipped UPS or RPS ground and should arrive within 7-10 days. If you require any other delivery method, please contact Customer Service at 800-322-8755 to make the necessary arrangements.

What is your Federal Tax ID Number?

Our Federal Employer Identification Number is 13-3720604.

How do I request a W-9 or Business Form?

Please email us at custserv@films.com.

How do I request a copy of an Invoice?

Please contact us at custserv@films.com.

How do I request a Return?

Please contact us at custserv@films.com.



Products & Services

Why are your prices higher than other video resellers?

Our prices include Public Performance Rights - the ability for our customers to present a non-theatrical performance of our programs, without charge, to a gathering of people in schools, universities and other public forums. Films is the leader in this area, offering over 12,000 titles available with Public Performance Rights. In addition, our ongoing efforts to connect our customers with top quality educational content from around the world require a significant financial investment for both Films and our producers. We take great pride in the depth and breadth of our content library, and in the 600+ new titles we acquire every year. Our prices are aligned with the costs of these efforts.

What rights are included in the price of your videos?

The prices for all programs that we sell include full Public Performance Rights.

What are Public Performance Rights?

A public performance is a non-theatrical performance of a program, without charge, outside the home to a gathering of people other than family members and/or acquaintances. These gatherings are normally found in locations such as schools, libraries, and religious and civic institutions. Public performance rights also include closed-circuit transmission within a single building or on a single, geographically unified campus.

Why do some products show as only available in the U.S. and Canada?

Many of our products are available worldwide. However, for some products in our library, Films Media Group has only distribution rights in the U.S. and Canada.

Can I preview videos before I buy them?

Many of our products include preview clips on our website. If you are interested in seeing the entire video, qualifying customers can request a DVD to preview for up to 30 days for most of our titles by contacting Customer Service at custserv@films.com. Videos are not authorized to be shown to students during this period. If you decide to purchase the product(s), please phone or email Customer Service so that we can bill you per your instructions.

What do I do if I decide not to purchase a video that I am previewing?

If you do not wish to purchase a video after previewing, please contact Customer Service to obtain a Return Authorization (RA) number to put on the package being shipped back to us, so that the returned items are properly credited to your order. You are responsible for shipping the products back to us using a carrier such as UPS, Airborne, FedEx, or the U.S. Postal Service's Delivery Confirmation option. Please retain the tracking number they provide so that the package may be tracked for proof of delivery. If we do not receive the material, and have not been contacted by you at the end of the 30-day preview period, you will automatically receive an invoice from us. If you wish to return material you have been invoiced for, please phone us to obtain a Return Authorization number.

Are your products closed captioned?

Many of our videos include closed captioning. Look for the Closed Captioning symbol - 'CC' in a television screen- on a product description page. If the symbol is displayed, that product is closed captioned.

What is a site license and why do I need one?

The copy of the video program you have purchased from us is licensed for use within the single building or single physical campus of your organization. If you will be transmitting the program to another site or multiple locations, it is necessary to purchase the right to do so, by means of a site license. Please contact us at 800-322-8755 to discuss your intended use for licensing and pricing information.

What other kinds of licenses are available?

We offer duplication, broadcast, and digital licensing on specific programs. For more information please call 800-322-8755, or send email to sales@films.com.

What types of digital streaming options do you offer?

Many of our titles are available for streaming via FMG On Demand, our web-based digital delivery system. We offer one-year, three-year, and perpetual licenses for our streaming digital videos. To learn more about how to order and use digital videos contact sales@films.com.

Can anyone help me sort through your collection so that I'm sure to choose the right product for my classroom or library?

Media consultation services are available at no charge. We would be pleased to provide you with recommendations concerning the titles that will best meet your subject area and grade level needs. Please call us at 800-322-8755 or send email to sales@films.com.

How do I use closed captioning with preview clips?

Many of our preview clips include closed captioning. To view closed captioning, hover your cursor over the player window. If captions are available, a "Captions" button will appear in the upper-right-hand corner of the video player. Select "English" to display captions and select "None" to turn them off.

How do I play preview clips in full screen?

To view a preview clip in full-screen mode, click the full-screen button on the bottom right of the player. To exit full-screen mode, press Escape (Esc) on your keyboard.

How do I change the mailing address you are sending my catalogs to?

Please contact us at email-manager@films.com and include the complete name, street address, city, state, and Zip code for both the old and new addresses.

How do I remove my name from your mailing list?

Please contact us at email-manager@films.com and include the complete name, street address, city, state, and Zip code for the individual(s) and/or institution(s) who no longer wish to receive catalogs from Films Media Group. Please allow up to 90 days for mailing list suppressions to take effect.


Registration

I'm a registered user, but my login isn't working. Why won't it work?

Your email address is your login. If this is not working, please contact our technical support team at support@films.com for assistance with your username and password.

I just purchased a product online but my shipping information was not correct. How can I change my "Ship To" address?

As a registered user you may change your shipping address at any time by clicking on My Account in the top right corner of the website. This will take you to your account screen where you can manage your billing and shipping information. However, this will not change the shipping address for any orders you have already placed. To do this, you must contact Customer Service by emailing custserv@films.com.

How can I register for email updates about new products?

You have to register to request emails which include exclusive offers and new product info. After you create an account, click on the "My Account Information" tab. At the bottom of the page there is a Email Preferences section. Check the box to choose to receive our emails.

How do I unsubscribe from Films Media Group emails?

To unsubscribe from Films Media Group emails, log-in to your account. Go to the "My Account Information" tab. At the bottom of the page there is an Email Preferences section. Uncheck the box that states that you would like to receive our emails and then click the 'Save Changes' button.

I'm a registered user, but I forget my password. How can I find out what it is?

If you forgot your password, we will send it to you. On the Log-in page, under the log-in fields there is a sentence "Forgot Your Password? Click Here." Click on the link and a field will appear. Enter your email address in the box and then click on "Send”. Your password will automatically be sent to this address.


Resources

How can I access an instructor's guide for the product I just purchased?

Instructor's Guides and other related resources are provided on our website for specific products. To locate the resources available for a product, search for the product and then click on "Related Resources." You do not have to be a registered user to access these resources. However, you will need to have Adobe Acrobat Reader installed to view any resources in PDF format.

I clicked on the "Related Resources" link for a specific product, but nothing displays. Why can't I see the resources?

The related resources display in a pop-up window. If your browser has a pop-up blocker activated, you will not be able to view the resources until you turn the pop-up blocker software off.


Technical Issues

Why won't the DVD I ordered from you play in my DVD player?

Our DVD products are provided on DVD-R media. The majority of commercial DVD players support this media, but there are some that do not. To determine if the DVD is defective, try to play it in another DVD player or in a computer DVD-ROM drive. If it plays successfully in another device, the original problem is due to a compatibility issue with your DVD player.

Are your DVDs region coded?

Our DVD products are coded as "Region 0" allowing them to be viewed on DVD equipment produced in the United States and overseas.


Additional Questions

Have any additional questions?

If you have any additional questions that are not answered above, please contact us at custserv@films.com for assistance.