FAQ

"Have You Got This Title?"

Red Roo DVD has over 2300 titles listed. Not all Australian Film, Television or Documentary titles are released on DVD/Blu-ray. We are continually updating our list of titles and endeavour to provide the largest range of Australian titles available.

"Can You Get This Item In For Me?"

If you have searched our store and cannot find a specific Australian title, please email us the title and other particular information (release date/year, cast, etc). We will check our suppliers and let you know if it is available. If available, we will add the title to our store for you to buy.

"How can I Change my Order?"

To change your order, you need to do so before it is processed. This generally happens within 24 hours of the order being placed. Login to your account and select the order. You can then send a message attached to the order and we will advise you if the changes are possible and confirm any order changes via email.

"I Have FORGOTTEN  My User Name/Password"

Click Here to reset your password. An email will be sent to your email address containing a link to verify your email address. When you click on that link your email address will be verified and you will then be emailed a new password.

"How do I Change My Details? "

To update your contact details and other account information, simply login to your account and update. Be sure to save any changes once you have finished.

"When will my Parcel Arrive? "

Delivery Times vary depending on your location. Some regional areas can take a longer period than stated. Overseas Deliveries should allow for delivery to take 21-28 days (during peak periods), but in most cases orders have been received in only 7-14 days. Below are the estimated delivery times for Australian locations.

Australia Post Standard and eParcel: Australia Post deliver within 2-5 business days to most metro areas within Australia (3-10 business days to regional areas)

Australian Air Express: Delivery is generally next day but we do request an allowance of up to 48 hours from time of shipping.

The product I ordered is faulty. I want to exchange/ return it. What do I do?

Refer to our refunds and returns policy.

"What's the Tracking Number on my Parcel? "

Once your order has been processed and shipped, we will update the order with the tracking number issued by the delivery service (if applicable). To view it, just login to your account and view your order.

"I live Overseas. What are your Prices in my Currency? "

All of our prices are in Australian dollars. As exchange rates and fees vary between financial institutions it is always advisable to contact your local provider for accurate currency conversion. There are a number of online currency converters which may assist you, but these should be used as a guide only. Please note that the final amount charged will appear on your credit card statement in your own currency.

"What Credit Cards does Red Roo DVD Accept? "

We accept Visa, Visa Debit, MasterCard, Debit MasterCard. We regret to advise we do not accept Diners Club or American Express.

"I Don't have a Credit Card, are there other Payment Options? "

Red Roo DVD has various offline payment options including fax and mail. Please view our payments page for more information.

"My Order has been Declined, What Does this Mean? "

Should you receive a declined order notification this means that your bank has rejected our request to debit your credit card for a number of possible reasons. Some of these include: incorrect expiry date, insufficient funds, cancelled card or other. If this occurs we are unable to process your order and will consequently contact you via email with instructions on how to proceed further.

"Will your DVDs Play in my Country? "

Australian DVDs are formatted in PAL and encoded for Region 4 unless stated otherwise on our website. They will, however, also play on non-region specific DVD players. These are common around the world and growing in popularity as it allows the owner to view any DVD purchased from anywhere in the world.

Before sending family and friends any of our DVDs it would be wise to ask them to consult their player manuals for compatibility.

What are the "Regions"?

A security system introduced to DVD at the request of Hollywood's major studios to ensure that DVDs released and sold in one region will not play on DVD machines in other regions. Movie distributors therefore maintain control over release dates of their films, as well as enabling discs to be produced that conform to different censorship laws, language and subtitle requirements. When a DVD disc is manufactured, a region code is applied at the authoring stage such that the final disc will play only on those players distributed in the designated world region.

There are 8 region codes in use throughout the world:

Region 1 - Canada, United States, U.S. territories, Bermuda
Region 2 - Europe, Western Asia, Egypt, Japan, Lesotho, South Africa, Swaziland, British overseas territories, French overseas territories, Greenland
Region 3 - Southeast Asia, South Korea, Hong Kong, Macau, Taiwan
Region 4 - Australia, New Zealand, Oceania, Central and South America, Caribbean, Mexico
Region 5 - Africa, Central and South Asia, Belarus, Mongolia, North Korea, Russia, Ukraine
Region 6 - Mainland China
Region 7 - Reserved for future use (found in use on protected screener copies of MPAA-related DVDs and "media copies" of pre-releases in Asia)
Region 8 - International venues such as aircraft, cruise ships, etc.

Additionally, DVDs may be encoded as Region 0, or Region All, which means that they are compatible throughout regions 1-6. Similarly, some DVDs region encoding may be listed as 1,2,3,4,5,6 which also indicates compatibility in all regions.

Blu-ray discs are also region encoded, with the regions being as follows:

Region A - Americas, East and Southeast Asia, U.S. territories, Bermuda
Region B - Africa, Europe, Australia, New Zealand, Oceania, Middle East, Netherlands, British overseas territories, French territories, Greenland
Region C - Central and South Asia, Mongolia, Russia, China

Some Blu-ray discs may also be multi-region, ie A, B and C, which means they are compatible in all regions.

"My Disc Won't Work! "

Quite often the cause of this can be due to discs that have been handled incorrectly (ie. fingerprints or scratches on the read surface, discs forceably removed from their casing causing cracks). It is most unusual for a disc to be faulty in any way when manufactured. There are rare instances of faulty batches which usually result in product recalls. It is therefore imperative that you check for any of these problems before contacting us.

Occasionally discs have been found to not be compatible with certain DVD players which is why we encourage our customers to firstly check any problem discs on another brand of player.

In the case of Blu-ray discs, a dedicated Blu-ray player (such as the PlayStation 3) is required to play discs of this format.

Failing the above, please refer to our Returns Policy information.

"Will DVDs play on my computer? "

Generally speaking all DVDs play back on your home computer or laptop provided you have a DVD-ROM drive which is compatible with the region encoding of the disc. Most computer monitors will display both the NTSC and PAL signals. We do however advise you check your manual for verification before you proceed with purchase of DVDs.

"Is Buying from Red Roo DVD Safe? "

Online Transaction Security

You have the full security that all your online transactions are secured on Red Roo DVD. Our site has a verified SSL Certificate (SECURE SOCKETS LAYER) an SSL Certificate establishes a private communication channel enabling encryption of the data during transmission. Encryption scrambles the data, essentially creating an envelope for message privacy. By using this protocol it ensures a secure connection has been made, and credit card and personal details are sent safely. Please see our Privacy & Security page for more information.

"Can't Find An Answer? "

If you can't find an answer to your question on this page, please visit our Customer Service page for more information or contact us here.