FAQ's
General
Most of them are REGION FREE, but a small amount are not. Each listing on our site will have the Region Code information included within.
Yes we do. Please email nicole@severin-films.com to go over the qualifications and to place your wholesale order.
We do ship out screeners to a select number of websites/publications based on our internal assessment of the size of the websites/publications’ reach to our intended audience and the fit with our brand.
We accept all major Credit Cards, Shop Pay and Shop Pay Installments, Digital Wallet Payments such as Apple Pay, Google Pay, and Meta Pay, and PayPal.
Due to the impossibility of the PERFECT or PRISTINE Slipcover or Box Set, most of these items that we sell will have minor imperfections from time to time, especially as they travel from distributor to shipping facility to customer. Please expect to occasionally receive slipcovers and box sets that have slightly dinged corners, light creases, scuffs, worn edges, etc. These types of imperfections are inherent to the entire manufacturing and distributing process and are to be expected.
For these reasons, we will only be considering replacement requests to items with severe damage that was obviously incurred during shipping. Replacement requests for items that we determine to be minor imperfections will not be honored.
If your item has severe damage incurred during transit, please email orders@severin-films.com
Remember that nothing is perfect in life, physical media is no different.
90% of the suggestions we receive have already been considered and are either not licensable for one reason or another or are not a good fit for our labels. For new films we will generally take a look at submissions if we feel they may have potential for one of our labels, though this is not common as the majority of our products are either library titles or films we have sought out.
We do not read unsolicited scripts.
Head over to our Contact page to submit your question.
Email us at orders@severin-films.com
Shipping
We are pleased to offer FREE Economy Shipping via USPS Media Mail for US orders over $80*.
A reduced flat fee** is provided to Canadian customers that place an order for over $130*.
A reduced flat fee** is also provided to our International customers who spend over $150* in an order.
For US customers - If you do not want your order shipped via Media Mail, you can select the paid shipping option and it will be sent in a more expedited fashion.
*The Free Shipping tiers are raised at every Mid Year Sale and Black Friday Sale and are listed below.
For FREE | REDUCED shipping eligibility:
- US CUSTOMERS must spend $80 and over. During Black Friday or Mid Year Sales, US customers need to spend $100 and over.
- FOR CANADIAN CUSTOMERS: Canadian Customers will be charged the normal shipping rates until they reach the $130 USD mark, where they will then be charged a flat fee of $25 USD for shipping. For Black Friday or Mid Year Sales, the $25 flat shipping fee will appear on orders of $150 and up.
- FOR INTERNATIONAL CUSTOMERS: International Customers will be charged the normal rates until they reach the $150 USD mark, where they will then be charged a flat fee of $25 USD for shipping. For Black Friday or Mid Year Sales, the $25 flat shipping fee will appear as an option on international orders of $200 and up.
(Please see more details in the SHIPPING POLICIES.)
Yes. Severin Films proudly ships all over the world. Shipping rates are carefully calculated to factor in shipping charges, our handling fees, and supplies used. (Please see more details in the SHIPPING POLICIES.)
Orders that do not contain pre-order items are typically sent out within 7 business days.
Orders that contain any pre-order items will begin shipping out on or shortly before the stated release date. (Please see more details in the SHIPPING POLICIES.)
A tracking notification email will be sent to the email address that you provided us with via our shipping program, Shipstation, once your order is physically processed.
If your order has already been shipped, then you can check the tracking number at USPS Tracking or FedEx Tracking to find out where your package is.
Once a processed order is picked up by the Postal Service or FedEx and leaves our facility, it is out of our hands and we have ZERO control over how fast or slow your package travels to its final destination. It is YOUR responsibility to take your tracking number to your local Post Office or FedEx and inquire with them about your delayed/potentially lost package. A helpful tool is to ask them to check the GPS coordinates of your package to see where it went. We will be happy to step in and resolve this issue once the tracking of your package has shown over three weeks of inactivity for domestic orders (or 2 months of inactivity for International orders).
If you placed an order over $100 and think your delivered package was stolen, you will need to provide proof of a filed police report before we can resend a new package.
Please note that international orders can take on average 4-6 weeks to arrive. While most packages do arrive sooner than stated, there are many cases where international shipping has been delayed.
Also, if you've ordered a Pre-Order item, your entire order will not ship until the pre-order item(s) are in hand at our shipping facility.
If your order is returned back to our facility, we will contact the provided email to inform you of the situation and you will need to either pay for re-shipment of your order (unless the fault is on our end) or cancel the order for a refund of just the cost of the items only, shipping costs will not be refunded. You will have 7 days to respond before your order is cancelled for a refund of the cost of the items only.
If the USPS or FedEx marked your package as “DELIVERED” yet you are unable to find it, please allow up to a week for them to fix this.
Often you'll need to take your tracking number to your local Post Office or FedEx office and inquire with them about your mis-delivered/potentially lost package. With USPS, you can ask them to cross reference the GPS coordinates of your package to see where it was delivered where it was supposed to be. If this fails, an inquiry needs to be opened with the carrier.
If a week has gone by and there is still no sign of your “DELIVERED” order and the inquiry has been resolved, we will initiate a replacement.
If you selected Free Shipping in the previous order, you will be charged for shipping plus adult signature confirmation for the replacement order.
If you placed an order over $100 and think your delivered package was stolen, you may be asked to provide proof of a filed police report before we can resend a new package.
Any detection of fraud or chargeback will immediately result in a permanent suspension from ordering on our website.
Orders | Returns | Exchanges
Due to the impossibility of the PERFECT or PRISTINE Slipcover or Box Set, most of these items that we sell will have minor imperfections from time to time, especially as they travel from distributor to shipping facility to customer. Please expect to occasionally receive slipcovers and box sets that have slightly dinged corners, light creases, scuffs, worn edges, etc. These types of imperfections are inherent to the entire manufacturing and distributing process and are to be expected.
For these reasons, we will only be considering replacement requests to items with severe damage that was obviously incurred during shipping. Replacement requests for items that we determine to be minor imperfections will not be honored.
If your item has severe damage incurred during transit, please email orders@severin-films.com
Remember that nothing is perfect in life, physical media is no different.
Normally there is NOT an option at checkout to combine your orders. You'll only see that option during our large sales. Because our orders are immediately sent our shipping facility we may not be able to combine orders after they have been placed.
During our large sales seasons (Mid Year and Black Friday):
- Yes! We have implemented a new process for adding to your existing order specifically for our large sales event. To utilize it you will want to make sure that you are LOGGED IN when you place your first order and any subsequent orders. For all additional orders that you place during the sale you will see the FREE shipping option Add To My Existing Order | Combine w/Previous Order(s). Select this shipping option, and your new order will be combined with your previously placed sale order. That’s it!
- If you’re not seeing the Add To My Existing Order Shipping Option, please check that you are logged into the same account that you placed your original order with.
- If you checkout as a GUEST, then you will NOT see this shipping option as you need to be logged into your account.
- If you have any account issues, place a note on your order and then send an email to orders@severin-films.com and we will take care of it for you.
We're sorry to hear that you need to cancel an order but understand that circumstances change. Bear in mind that all orders are instantly sent over to our processing facility and may not be available to cancel.
All orders are immediately processed through our secure merchant processor as they are placed, incurring irreversible fees. Therefore, if an order needs to be cancelled a 3% cancellation fee will be deducted from your refund before it is issued. Thank you for understanding. Please email orders@severin-films.com to have your order cancelled.
If your order has already shipped, we are unable to make any changes to the order or cancel it.
If you process a PayPal claim or Chargeback in defiance of this policy, you will be permanently banned from placing orders on our website. We apologize for the firmness of this policy, but must ensure that we curb the amount of money we lose from fines/fees from fraudulent claims.
*Policy change Feb 2023
Unfortunately we are unable to accept returns. All sales are final.
We can only accept exchanges for items that are defective or arrive damaged. Please contact orders@severin-films.com within 48 hours of receipt with order information and pictures showing any damage. We may ask that the damaged item be returned or disposed of. This exchange policy is valid for 30 days from receipt of goods.
For damaged items, they can only be exchanged for the same item.
Clothing items are non-returnable.
PLEASE NOTE: We are NOT responsible for any Third Party Sellers (Amazon, Ebay, DiabolikDVD, etc) selling you defective or damaged products. You will need to address these issues with the seller you bought these items from. Not us.
Additionally: If you process a PayPal claim or Chargeback in defiance of this policy, you will be permanently banned from placing orders on our website. We apologize for the firmness of this policy, but must ensure that we curb the amount of money we lose from fines/fees from fraudulent claims.
We try to respond to emails sent to orders@severin-films.com within 5 business days. Please note that the response time can be longer when we’re in the middle of shipping brand new pre-order releases, or during our large sale shipping seasons. Please refrain from sending multiple emails before we’ve had a chance to address your initial email. Also, please refrain from sending multiple messages across other Severin emails or social media platforms as that will confuse us and keep us from responding to you sooner.
Do NOT message our employees’ personal social media accounts directly.
This is a question we receive on a daily basis. Confirmations DO get sent out to the provided email. Please ensure that your email is accurate and free of misspellings (“.con” is a very common misspelling) and that you have checked all of your folders (spam, junk, promotions, etc).
Add orders@severin-films.com to your email contact list so that you’ll be sure to receive order confirmations, shipping notifications, and newsletters.
Also make sure you didn’t set up your account to only receive order confirmations via text message.
If you received a PayPal receipt please know this is valid confirmation that we have received your order, but if you’d prefer a receipt from us, please email orders@severin-films.com with RESEND MY ORDER CONFIRMATION in the subject line and it will be addressed as soon as possible.
ANY and ALL questions about orders or ordering from our website must be addressed to orders@severin-films.com.
None of the social media pages will be able to help you and will direct you to the same email address.
For those using info@severin-films.com, your emails will never be addressed as that address is no longer operational.
If we gave you the wrong item or forgot an item then no problem, we'll fix it.
Please email orders@severin-films.com with INCORRECT ORDER in the subject line.
- Be mindful that we do hand-weigh EVERY package when it’s completed and labeled, so we can tell if a customer is committing fraud by telling us they didn’t receive an item when in fact they did.
- For either damaged items or incorrect items sent, you’ll be asked to provide pictures for our records.
Any detection of fraud will immediately result in a permanent suspension from ordering on our website.
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