<U><H1>Frequently asked questions about ordering from CDnow</H1></U>
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<B>How can I find out the status on my order?</B>
If you click the Previous Order Status button in the Shopping List dialog box, you can view the status of your order. If you click the Update Previous Order status button, Corel All-Movie Guide contacts CDnow's ordering system and updates your order status.
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Your order status indicates one of the following:
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<U>Order has been shipped</U> - Your order has left CDnow's warehouse. Most orders arrive at U.S. destinations within seven business days and at Canadian destinations within fourteen days.
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<U>Order has been canceled</U> - Your order has been canceled. This can occur if you canceled the order or if CDnow is unable to ship the items you ordered due to a backorder.
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<U>Order is waiting for a commit</U> - Your order has been received but you have not confirmed that you want the order.
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<U>Order has been accepted for processing</U> - CDnow has received your order successfully and can begin to fill your order.
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<U>Order is waiting for at least one item</U> - One or more of the items in your order are currently unavailable from the warehouse. Your order will ship as soon as all the items in your order are available. If you don't want to wait for the backordered items, you can cancel those items and the rest of your order will be shipped to you.
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<U>Order is being processed</U> - The items for your order are being picked from the warehouse. If all the items in your order are available, the order will be shipped to you.
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<U>Order is being processed, cancellation may fail</U> - CDnow is confirming whether the order that you canceled has shipped. When you cancel an order, CDnow must confirm that the order has not shipped before the order can be canceled.
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<B>When can I expect to receive my order?</B>
Most orders arrive at U.S. destinations within seven business days and at Canadian destinations within fourteen days. However, if your order is backordered, it may take up to six weeks to arrive. If an order hasn't been shipped within four to six weeks of placing the order, CDnow cancels the order.
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CDnow doesn't charge anything to your credit card until the order is in the mail. Therefore, if an order or item is canceled, there is no need for a refund. If you pay by check, and an order is canceled, your money is refunded.
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<B>What does "Backordered" mean?</B>
If an item is not currently in stock when CDnow receives your order, the item is backordered. Your order is shipped when all backordered items in your order have been filled. If all the items haven't been filled after four to six weeks, the available items are shipped, and the items that aren't available are canceled.
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If some items in your order are backordered but you would like to receive the items in your order that are in stock, you can cancel the backordered items and your order will be shipped.
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Unfortunately, CDnow can't predict when a backordered item will be available. If an item isn't available after four to six weeks, and it is still listed in the catalog, you may re-order it. Please wait until the backordered item has been canceled from your previous order before re-ordering.
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<B>How do I cancel an order?</B>
If you would like to cancel an order that has already been transmitted to the warehouse, click the Previous Order Status button on the Shopping List dialog box. Select the order you want to cancel and click the Order Details button. Click the Cancel Order button. If you experience difficulties canceling an order with the Corel All-Movie Guide, you can call CDnow at (215) 654-8076. Either way, CDnow makes a cancellation request immediately and, as soon as CDnow confirms that your order has not been shipped, CDnow marks the order "Canceled".
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If your order is more than a day old and the items were in stock, it's probably too late to cancel your order. If your order is being held up by items that have been backordered, you may cancel the backordered items, and the balance of the order will be shipped.
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<B>Can I get an unlisted or discontinued title?</B>
Right now, CDnow does not have the ability to do special orders. If you select a movie in the Main Browser and the Buy It button isn't displayed in the lower right-hand corner, CDnow doesn't carry it. This may be because the title is out of print or the title doesn't have a national distributor.
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<B>How much do shipping and handling charges add to my order?</B>
Corel All-Movie guide estimates the cost of shipping and handling when you select the movies for your order. You receive an exact total of all the charges when you place your order with CDnow. This is the amount that is charged to your credit card.
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Note that CDnow doesn't deliver to locations outside the U.S. or Canada.
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<B>How much do taxes add to my order?</B>
The taxes that apply to your order may change at any time. The following rates were accurate at the time of the release of the Corel All-Movie Guide. You receive an exact total of all the charges when you place your order with CDnow. Currently, state taxes are collected for only two states:
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California - 7.25%
Pennsylvania - 6%
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Customers ordering from Canada must pay import duties. Applicable duties are charged by the delivery agent, generally the post office.
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<B>How can I contact CDnow Customer Service?</B>
You can contact CDnow Customer Service at either of the following numbers. When you call, please identify yourself as a Corel All-Movie Guide user.
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Phone: 1-800-595-6874
Phone: 1-215-654-8076
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CDnow Customer Service can also be reached on the Internet.
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Internet: manager@cdnow.com
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<B>What do the product codes mean?</B>
When you click the Buy It button, you may see several movies with the same name, but with different codes and different prices after the names. Each of these codes describes a characteristic of the movie. Check that you select the movie with the product codes you want. Following is a brief description of the codes you may see.
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<U>Laser</U> - The movie is delivered on a laser disc for a video disc player.
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<U>VHS</U> - The movie is delivered on a VHS video tape for a VCR.
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<U>Letterbox</U> - The movie maintains the aspect ratio of a movie film not a television screen. A movie in Letterbox format covers your television screen from right to left, but does not extend all the way to the top or bottom of the screen. Movies that do not have the Letterbox code fill the television screen but are cut off slightly on the left and right sides.
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<U><I>Language</I> Subtitles</U> - The dialog in the movie is in a language indicated by Language and English language subtitles across the bottom of the screen. For example, Spanish Subtitles indicates a Spanish language movie with subtitles in English.
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<U>Extended Play or EP</U> - The movie was recorded onto the tape a speed slower than normal. A movie recorded for Extended Play is less expensive than the same movie recorded for Standard Play.
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<U>Standard Play or SP</U> - The movie was recorded onto the tape at the normal speed. If neither EP or SP is indicated in the product code, the movie was recorded for Standard Play.
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<B>I placed my order last week, but my order status still indicates "Order is being processed". What's going on?</B>
Even if an order has shipped, the order status may not be updated for up to ten days. If all items in your order are in stock, you should receive your order on time, even if the order status doesn't indicate that the order has shipped. If you don't receive your order on time, you can assume that one or more items on your order have been backordered.
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<B>It's been two weeks since I placed my order, but I still haven't received it. What's happening?</B>
If any items in your order are backordered, the order is held until all items in your order are in stock. After four to six weeks, if some items are still not available, the backordered items are canceled and the in-stock items are shipped. You order status indicates which items, if any, are backordered.
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You may cancel backordered items if you don't want them to delay your order; however, it may take up to ten days from the time your order was placed to update the backorder status information on your order. Therefore, you should wait at least ten days after placing your order to check which items have been backordered.
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<B>Can I return any merchandise?</B>
You can only return videos if they are unopened or if they are defective. Examine the videos carefully before opening them to be sure that they are exactly what you intended to order.
