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Frequently Asked Questions

How soon do you respond to e-mail?
What are your regular business hours?
Do you accept foreign money orders?
Why didn't my order go through on WebTV?
Why was my order shipped to the billing address?
Why was I charged for shipping twice on a single order that I placed?
How come some movie titles are not clickable?
Why are certain titles unavailable?
What is generic packaging?
Why are so many titles not available in their original boxes?
What is the average mailing time for orders?
Could you recommend a reference source for pre-1990 videos?
How do I find out if my local city ordinances forbid browsing your site?
Are transactions on the Internet safe?
Do you carry any animal movies?
If I change my mind after I receive a movie can I return it for a refund?
What can I do to prevent customs officials from taking my movies?
What will my credit card billing statement read?
Can you repackage videos and DVDs?
Why are your prices so low in comparison to everyone else?
What should I watch out for when buying on the Internet?
Are you the only honest video mail-order company on the Internet?
What if I don't see the movie I'm looking for?
How fast do you ship?
How often do you update the web site?
How do you wrap and label your shipping containers?
Are the movies you sell un-edited original versions?
Do you guarantee your movies?
Do you sell your customer names?
Do you charge tax on orders?
Do you ship outside the USA?
Do you sell non-U.S. formats such as PAL?


[Q] How soon do you respond to e-mail?

[A] Our standard answer is "Within one working day." This excludes Saturdays, Sundays and Holidays. Usually, during our normal business hours, your questions will be answered much more quickly; But if you do need an instant answer during our regular hours, please call 714-773-5855. Our customer service representatives will be happy to assist you.

[Q] What are your regular business hours?

[A] Customer Service Hours: Mon-Fri: 7:30am to 4:00pm, Pacific Coast time. Phone: 714-773-5855


[Q] Why was my order shipped to the billing address?

[A] In order to prevent credit card fraud on first-time orders or past customers who are no longer in our active database, we always ship to the verified billing address, unless the order has been pre-paid by check, cash or money order.


[Q] Do you accept foreign money orders?

[A] Yes, as long as the money order is in U.S. Dollars and is drawn on a branch office of a U.S. Bank. Otherwise additional fees are charged and your costs would be appreciably higher.


[Q] While browsing through your 100,000 movies, I encountered some titles that could not be "clicked" on to get a description of the movie. Most titles appear in blue and can be clicked on for a description. The titles in question were in black and could not be accessed for a description. Everything else was there: price, order number, etc. My question is, are these movies out of stock, no longer available, or is it just that there was never a description available?

[A] We just have not gotten to those titles yet. Ours is a 'work in progress', as we are adding 2,000 to 4,000 movies each month -- no end in sight...


[Q] Tell me why so many of the titles that I really want aren't available? Please go into a little detail if you can.

[A] While we have many movies not available anywhere else, there are still many movies that are off the market because of 'legal reasons' and yes the reasons are all very interesting and well worth a section on the website, I just don't know when we will get to it especially since there are so many other areas that still need extensive work -- and 'Books on XXX' is now diverting much of our staff resources.


[Q] Why are so many of the titles I order not available in their original box covers?

[A] In regards to the original box situation: It has now become common in the industry that if a production company runs out of original art boxes -- sometimes as early as six months after release -- that they then send the movies out in generic white boxes (we replace the white boxes with our full-color red Excalibur boxes.) In many cases, the only place in the world that the original box art can be viewed is on our website, since, for the past twenty years, we have archived every single movie that we have sold (Though we did have to destroy all of Traci Lords' pubescent boxes for obvious legal reasons -- but that's another story.)


[Q] What is the average mailing time for orders?

[A] In answer to your question: If the movie is in stock -- 24 hours (excluding Saturday, Sunday and holidays of course). If the movie is not in stock then there is no average. Some production companies really stink (such as Leisure Time Productions: they may say they have a movie in stock just to get an order, but then it may be another three months before they actually run the title -- so we end up looking incompetent). Other companies (such as Vivid and VCA) keep a great inventory and only add another 24 hours to the shipping time, since we have drivers stopping there every work day.

Shipping, of course, adds to this time factor -- about three days within the U.S. or four days for international shipments (at least that's what the Post Office promises!) Once again, Saturday, Sunday, and holidays have to be excluded from all of these figures.

We keep a minimum inventory of between 20,000 and 50,000 movies in stock at all times to try to cover our customers' needs in light of the numerous fickle production companies we deal with on a daily basis.


[Q] In your FAQ page you have mentioned that in your opinion, the AVN Video Guide is preferable to the Adam Film World Guide. I have been unable to find AVN'S Guide anywhere in Vancouver, Canada. I am most interested in acquiring a solid reference source, particularly if it gives a good overview of pre-1990 videos. Could you please direct me to a source that would have the info I'm looking for.

[A] Your best bet would probably be the X-Rated Videotape Guides #1-5 ($18.95 each.) We find them to be good references — especially for older films.


[Q] Why was I charged for shipping twice on a single order that I placed?

[A] It is always our objective to ship your movie order to you as soon as possible. Often one movie will be in stock while another title may not be available for another week or more. Since, what we are retailing is entertainment, we do our utmost to deliver the entertainment to you at our first opportunity -- that way you can view one movie one week and another movie the next. The vast majority of our customers prefer this view-asap delivery concept. If what your desire is to save the Post Office charges, we, of course, will, in the future, abide by your wishes to hold your order until all of the titles are available and ship them to you at that delayed time. But, obviously, we must pass on all of the costs of shipping. We realize that many online companies last year had offered free shipping -- but we also realize, as you do, that most of them have gone out of business -- and those that continue this deadly practice are presently losing hundred of millions of dollars each year; and that they are on the same path as their dead.com predecessors.


[Q] I've read your postings, which caution that your site is closed to a "list of states listed," and a disclaimer that your site could be illegal to browse if local city ordinances forbid it — and the responsibility is on us to find out if it is okay in our area. . .

What, do I call the police station and ask?

[A] Have a "friend" call — just in case. . .


[Q] Are the transactions on the Internet safe?

[A] It depends: If you are a bank, then someone is always going to try to crack your safe (hack into your server). Banking institutions, therefore, have to be inordinately vigilant to a hack attack.

But if you are an individual dealing with an honest company that uses a third party encryption service, you really don't have anything to worry about. I have never heard or read about such a loss occurring anywhere in the world. That doesn't mean it won't happen. But, right now you are just as likely to incur such a loss on the Internet as you are to win the lottery. And, obviously, if you won the lottery you wouldn't care.

We, as a company, go a step further in the protection of our customers in that the server that handles our customer's transactions is not connected to our Internet server. Eventually all companies will be following our lead.

Just make sure the company you are dealing with is honest!

In addition, we also offer a free $1,000.00 Insurance Plan that guarantees you that you will never suffer such a loss with any order you place with Excalibur Films due to your encrypted account information being illegally used. To date we are the only company on the Internet offering such a policy! But others, I'm sure, will soon follow our lead.


[Q] Do you carry animal movies?

[A] Yes! Be sure to check our Imax Collection and our Discovery Collection.


[Q] If I change my mind after I receive a movie from you can I return it for a refund?

[A] Yes, as long as it is still a brand new movie purchased directly from us, unopened and in its original packaging. You, of course, must pay all shipping cost plus a 15% handling/restocking fee. If you have opened the packaging, you can always use our exchange program.


[Q] While I personally feel adult material is not illegal, I am worried about those blokes down at customs taking my movies home on the weekend because there's nothing bloody decent on the telly!

[A] If you are at all worried about your movies being 'lost' or stolen in shipping, then, by all means, you should take out the $5.00 insurance we offer. And, in the case of a loss, you will be fully reimbursed for both the value of the movies and your shipping costs. In the future, after a couple of trouble free orders, you may then want to re-consider if there is an actual need for you to purchase the insurance policy. Either way, just do what you think is best for you.


[Q] What will my credit card billing statement read?

[A] "E.F.D. Fullerton, CA 92833"


[Q] I don't want my husband to know that I am purchasing Adult videos. Can you repackage the videos?

[A] We will repackage videos in "General Release" boxes upon request. We will also remove labels and add labels to disguise a video's contents.


[Q] What is Generic Packaging?

[A] The original video box is no longer being printed.


[Q] Why are your prices so low in comparison to everyone else on the Web?

[A] Your question really should be: "Why is everyone else's prices so high?!"

Our only secrets are high volume and selling at the lowest possible prices. We buy in massive quantities and pass these savings on to you. The average 'video company' on the web is actually your local video store owner who borrowed a HTML book from his neighborhood library and plugged into the Internet in an attempt to sell his rental overstock in order to make a killing.

Excalibur Films has been in the mail-order business for over thirty-five years now and has maintained an industry-wide reputation for fairness, leadership and customer satisfaction!


[Q] What should I watch out for when buying on the Internet?

[A] 1.) Does the company have an actual street address? And if they do, does it have one of those fancy suite numbers next to it? That's probably an apartment in one of those roach-infested tenement buildings. Or else it's a 4"x12" box located in one of those corner mail-box drops?

2.) Do they offer a printed catalog? If they don't, that means they just popped onto the web and into the mail-order business early last week.

3.) What does their web site look like? Do they make excuses for how poorly their site looks by saying it's faster for you and that you really don't need to see what you are buying? Yeah, right!

4.) Do they offer a Netscape Secured Order Form? If they don't, it's only because they really don't care to invest in your security. Do you feel that you can trust such a company with your credit card information?


[Q] Are you the only honest video mail-order company on the Internet?

[A] Positively not! There are many fine adult companies on the Internet which I will personally vouch for such as Playboy, Penthouse, VCA and Vivid (Though there is one company that is trying to represent itself to be Vivid -- but, in reality, it is just selling Vivid's movies at a very high price.). If you are wondering about the veracity of a video company, please e-mail your question to me, personally, and I will answer you with "I will vouch for them" or "no comment".


[Q] What if I don't see the movie I'm looking for?

[A] Special Requests are what we do better than anyone else! If we can't find it -- no one can! Just ask and you shall receive (if it is available)!


[Q] How fast do you ship?

[A] Faster than anyone else! This is because no one has an inventory as large as Excalibur. 98% of all orders are shipped within one working day!


[Q] How often do you update the web site?

[A] Except for holidays, the Excalibur web sites are updated every single day. That includes Saturday and Sunday! Though the company is located in laid-back California, the work-ethic is solid mid-west.

You can expect our sites to grow dramatically over the next six months. I welcome your suggestions and will do everything possible to constantly implement improvements.


[Q] How do you wrap and label your shipping containers?

[A] All orders are shipped in either plain sturdy cardboard boxes or in padded mailing containers. Neither contains any reference to the contents and both have return addresses from "E.F.D." (which stands for Excalibur Films Distributors). Everything is shipped in plain unmarked packages. Everything we mail is discreet!


[Q] Are the movies you sell un-edited original versions?

[A] Some of the movies we sell may have been edited by the production company after their initial release. We have no control of the version a production is presently releasing since it is usually being edited for legal reasons. We, of course only sell the legal version. Unfortunately we have no control over this occurring There are numerous movies that have been released and then re-edited for legal regulations; both adult and general release movies. We do not have a listing of movies that have been edited for legal reasons. We only sell the legal version. We cannot sell versions that are not legal -- even if they were somehow available. All of our movies are purchased directly from the production companies, not 'local' distributors -- which is another reason our prices are so low.


[Q] Do you guarantee your movies?

[A] Your satisfaction is our primary concern. I guarantee all of our movies and music to be completely free of defects. Should you receive a video, DVD or CD that is defective, we will replace it ABSOLUTELY FREE. For US customers, I will even pay your ground shipping costs both ways!

If you ever receive a defective movie or CD from Excalibur, just use the return address label supplied to you (I try to think of everything in order to make purchasing from Excalibur Films a pleasure.) It's just that simple.


[Q] Do you sell your customer names?

[A] Positively NOT! We never sell any information about our customers to any other person or business. We respect your privacy and right to be 'anonymous' and will always strive to maintain your confidence in Excalibur Films.


[Q] Do you charge tax on orders?

[A] All orders being shipped to addresses in the state of California will be charged sales tax of 7.75% to 8.50% on the sub-total. If your order is being shipped to a state other than California, no tax will be charged.


[Q] Do you ship outside the USA?

[A] Yes, but only to those countries that do not appear on our list of restricted shipping locations, which can be found on the web site order forms.

Excalibur Films, of course, cannot not be held responsible for any shipments seized by foreign customs officials. Foreign customers should check with their country of origin customs officials for laws regarding receipt of adult oriented materials from the USA.

Payment from outside of the United States must be: VISA or MasterCard (US Dollars); International Money Orders (US Dollars micro-encoded with a US Bank); or American Express Money Orders (US Dollars).


[Q] Do you sell non-U.S. formats such as PAL?

[A] No, sorry, we don't. The solution for foreign customers who reside in countries that do not have the NTSC standard is to purchase a multi-format player. These players are now available throughout the world and will open up a whole new realm of quality entertainment at a very low cost through Excalibur Films.


[Q] Why didn’t my order go through on WebTV?

[A] This problem bugged the hell out us for a long time until we finally discovered that for some strange reason ALL of the order form BLANKS have to be filled in on orders being placed with a WebTV system (even if it is a duplication of the same information, such as identical shipping and billing addresses). Hopefully WebTV will resolve their software problems now that they have Bill Gates and Microsoft behind their little black box -- because it actually is a good little gadget.



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