Family Video

Before contacting us, see if the Shipping FAQ answer your questions:

Shipping FAQs

I ordered an item today; when will it ship?
Unless backordered or a pre-book (see below), items in an order should ship within 1-2 business days.

Once shipped, how long will an order take to arrive?
Our base shipping ($1.99) goes by media mail, and takes an average of 5-10 business days to arrive. Note: To expedite multiple-item orders, shipments may originate from different warehouses and arrive at different times. There is no extra cost to you.

I received my order and it's missing some items. Why?
To expedite multiple-item orders, shipments may originate from different warehouses and arrive at different times. Also, backordered or pre-book items (see below) usually ship separately from items currently in stock.

What types of payment does FamilyVideo.com accept?
We accept Visa, MasterCard and Discover. If you live near one of our 500+ FamilyVideo stores, you can order in the store using cash or a check, as well. (Locate a store near you: http://www.familyvideo.com/locations.php ).

Do you have tracking numbers for items shipped?
We have tracking numbers for UPS orders only. If you'd like to track your package, e-mail a request for a tracking number to orders@familyvideo.com. Be sure to include your Order number (from your confirmation e-mail).

How can I cancel an order?
Contact us at orders@familyvideo.com with both your Order number and the items you wish to cancel (if only a partial cancellation). If the items have not left our warehouse, we will attempt to cancel your order; otherwise, review our returns policy (below).

What is a "Backordered" item?
An item not currently in stock is considered backordered. We're usually able to fulfill backordered items in less than 30 days, and we will contact you if we're unable to fulfill in 60 days.

What is a "Pre-book" item?
A pre-book status is assigned to items available in the future. You can order these products ahead of general release, and our shipping department will coordinate delivery to try to get the item to you on its release date.

My order was shipped over 10 business days ago, where is it?
An order can be delayed due to holiday traffic or many other factors. There is always the possibility that your order was returned to us, and we need to confirm your address for a possible reshipment. Please contact us at orders@familyvideo.com if your shipment is more than 15 days past the date we confirmed shipment.

Does FamilyVideo.com ship outside the United States?
No, we currently ship to the 50 U.S. states and the District of Columbia.

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