GENERAL
How old do I have to be to become a member?
How long can I keep the DVD that I have rented in my possession?
Where are you located?
How do you ship the DVDs and how long does it take?
Where Do You Ship To?
How do I suggest a DVD Title that you don't currently offer?

What are the Terms and Conditions?
How much is shipping?
Do You Offer Gift Memberships?
How private is the information that I give to you?

ACCOUNT ISSUES & CONCERNS
I am unable to log into my account, what can I do?


RENTAL & SHIPPING ISSUES
How does the rental queue process work?
How do I know what the status of a DVD is in my queue (shipped, returned, pending, etc?)
The DVD does not seem to play, what should I do?
I didnt receive my DVD, BowWowFlix hasn't received my returned DVD, I lost the Return Mailer, I Damaged the DVD, etc.


BILLING ISSUES
How am I billed for memberships?
How do I upgrade or downgrade my membership?
What happens if my billing card is declined?
How do I change my billing, shipping or member profile information?
How do I cancel my membership?


LEGAL
What is your privacy policy?
Can I copy the DVD while I'm renting it?
Do I need to sign any paperwork, or mail in a form to become a member?
What if I lose the DVD or dont return it?
Is it legal for bowwowflix to rent out these videos?


TECHNICAL
What format are the DVDs in?
I have a DVD drive on my computer. Will this video play?

OTHER
My question or concern is not listed here, what do I do?



GENERAL

How old do I have to be to become a member?
All members must be 18 years of age or older.

How long can I keep the DVD that I have rented in my possession?
You may keep the DVD as LONG AS YOU LIKE while you are an active member! bowwowflix does not place any time limitations on how long you can have the DVD rented out. Just return it when you're good and ready! However, if you decide to cancel your membership, you must return all rentals within 10 days to avoid additional charges.

Where are you located?
We are located in Western Washington.

How do you ship the DVDs and how long does it take ?
We ship DVDs Monday through Friday, except for US Post Office holidays via USPS First Class Mail which takes from 2-5 days, in the most cases. DVDs ship from Washington state. Shipments to the east coast, Alaska, and Hawaii can take an extra day or so.

Where Do You Ship To ?
We ship within the U.S. and Canada only. Due to copyright law, we cannot ship outside of these countries.

How do I suggest a DVD Title that you don't currently offer?
We love trying to keep our members happy! If there is a DVD title that we do not have listed, please contact us using our contact form or email us directly at customerservice@bowwowflix.com. Please be sure to include the Dog Trainer and the Title of the DVD and we'll do our best to add it to our inventory promptly!

What are the Terms and Conditions?
Our terms and conditions can be found here.

How much is shipping?
Shipping is always FREE for membership rentals. We only charge shipping for item purchases.

Do you offer Gift Memberships?
We sure do! And we have a plan and budget that suits everyone! We even mail the recipient a personalized gift card with a note you get to write yourself. They make an EXCELLENT gift for the fellow dog lover. Find out more here!

How private is the information that I give to you?
bowwowflix will not sell, share, or rent your personal information to any other organizations. Please review our privacy policy for more information.

ACCOUNT ISSUES & CONCERNS

I am unable to log into my account, what can I do?
Please make sure that the username and the password you are entering is accurate. Please note that the password is case-sensitive and can only be 8-12 characters long. If this does not work, then use "Forgot Password" link to get the password mailed to your account and try login with the information contained in the email.

RENTAL ISSUES

How does the rental queue process work?
Once you become a member, you will immediately be able to add DVDs to your queue by clicking on the Rent button next to any inventory listing. Be sure to do this ASAP so we can ship your DVDs out to you! If you dont have anything in your queue, we dont ship anything!! We recommend that you ALWAYS have at least 10 titles in your queue or more. Once you add DVDs to your rental queue, that's all you need to do on your end. We will ship your DVD the following business day.

Once you add items to your queue, you will be able to prioritize the titles in the order you would like to have them shipped to you by changing the numbers in the quantity boxes and clicking the "Update" button. You can change the order at any time as well as delete any items from your queue. You will also see immediately whether the title is available or not. If the DVD at the top of your queue is "currently all rented ", we will ship the very next title on your list that is "in stock" so make sure you have your queue set up the way you like it in order of preference.

Once you have items in your queue, we will be notified to ship your requests. You will receive an email notification when we ship your DVD disc so you know that it is on it's way. You will always be able to see the status of your checked out discs in the Rental queue. When we receive a disc return from you, we will also notify you via email and you will be able to see the returned disc in your Rental History. Everything is updated in "real-time", so you will always know what the status is with your discs!!!

How do I know what the status of a DVD is in my queue (shipped, returned, pending, etc?)
DVDs that are Pending or Shipped will be at the top of your Rental Queue under the ""Movies You Are Currently Renting" section. Movied that we have received back from you will be found in the Rental History area of your account.

The DVD does not seem to play, what should I do?
Please examine the DVD under a bright light and look for smudges, hairs or fingerprints. If any of these are present, please spray the DVD with window cleaner, eyeglass cleaner, or clean water with a touch of soap, rinse, and gently wipe dry with a soft lint free towel. The DVD the DVD still will not play, please try another DVD player such as a computer DVD player (or vice versa if you are using a standard TV DVD player). Not all DVDs are created equal. Many of the training DVDs we offer are all produced very differently (unlike standard Hollywood movies) and it somtimes requires some due diligence and experimenting to get them to play. Some older DVD players may have compatibility issues. Please make sure you clean your DVD player regularly with a commercial DVD cleaner. This is especially important when playing rental DVDs. The smallest bit of dust partical in the player can cause skipping and stuttering. If you still cannot get the DVD to play, please report the problem by logging into your account and clicking on the Rental Queue Tab. At the very top of the page, you will find a "Report a Problem" link next to the DVD title you are having an issue with. It is helpful when filing these types of reports to provide information on the specific problems you experienced (i.e. if the DVD skips and stutters where in the DVD timeline the issues started to occur). You can also choose to receive a courtesy replacement. Courtesy replacements are shipped with the next DVD in your rental queue. They are basically a "bonus DVD" as an amends for the defective DVD and wait time.

I didnt receive my DVD, BowWowFlix hasn't received my returned DVD, I lost the Return Mailer, I Damaged the DVD, etc.
Again, any DVD related issues MUST be filed by using the "report a problem" link located at the top of your rental queue. When you file the report, someone will contact you shortly regarding the issue you reported. Sometimes the USPS mail system will be slower than normal in a particular week, so please be patient. If you file a problem report regarding a DVD that you have not received or that BowWowFlix has not received, it must be at least 7 business days before you file the problem report. We may ask for additional information, especially regarding lost DVDs. Cases of missing DVDs are extremely rare. It is important that you doublecheck your junk mail to ensure the mailer was not discarded and check with household members to make sure the DVD was not misplaced before filing a report. We work closely with USPS regarding lost/stolen mailers and report all instances to them. They in turn help us to trace any missing or misrouted shipments.

https://postalinspectors.uspis.gov/forms/mlntrcvd.aspx

BILLING ISSUES

How am I billed for memberships?
Memberships are billed immediately upon sign up. Your account will be re-billed on your monthly billing cycle date (every 30 days from the date you signed up).

How do I upgrade or downgrade my membership?
Members may change plans at any time by clicking on the "My Account" button and then clicking on the "Upgrade/Downgrade Subscription" link. This option is not applicable for Gift Membership recipients unless the recipient decides to enroll in a regular Membership once their Gift Period has expired. "Upgrades" in plans are automatically processed and DVDs will ship the next business day. The members will be immediately billed for the difference of the Upgrade plan. "Downgrades" in plans will take affect as soon as the discs are received back by us to justify the difference in the downgrade plan. (for example, if you downgrade from 4 to 2 discs, 2 discs must be received back to us before your plan is downgraded to the 2 disc plan. Again, no refunds for partial months of use will be credited. Future billing cycles will be billed at the new rate. So please be aware of your billing date and keep this in mind when upgrading or downgrading a rental plan.

What happens if my billing card is declined?
Firstly, it is important that members keep their credit card information current. If your credit card is lost, stolen or expired and you replace it, you must update your new card information promptly via My Account on our secured server. If your billing card card is declined, we will attempt to process the card again in 1 week. If the card is declined a second time, we will contact you via email and notify you that your card has been declined and that you have 7 days to update your billing card via My Account on our Secured Server. If you cannot or are unwilling to update your billing card, all DVD rentals must be received back to us within 10 days. It is important that you respond to all email communication. We also may contact you by the phone number we have on record. You agree to ensure that your member contact information is always current via your Member Profile. If you fail to respond to any of our communication attempts via the timeframes we provide, we will take more formal action (collections/litigation) to recur our merchandise or replacement value. If you have a DVD disc that is part of a set, that means you are responsible for the retail replacement value of the entire DVD set. Please note that keeping our merchandise and failing to return it is the same as stealing. We do not take these issues lightly due to the expense of our DVDs and please note by consenting to our terms and conditions, you are consenting to a legal and binding rental policy between you and BowWowFlix.

How do I change my billing, shipping or member profile information?
Members may change their billing and shipping information by clicking on the "My Account" button and then clicking on the "Billing Information " or "Shipping Information" link, depending on what you are changing or both if you are changing both. Be sure to click the "update" button after you have made the appropriate changes. Members may also change their password and phone number. If a member wants to change their email login, they will need to email us to do so.

How do I cancel my membership?
Members may cancel their subscription at any time by logging onto clicking on the "My Account" button and then clicking on "Cancel Subscription" link. Please note that there are no refunds or credits for partial periods or unused rental program periods. If you cancel and still have DVD titles out, you will still get billed if they are not returned before your next billing cycle. A DVD is still considered "rented out" until it is returned back since we cannot rent it to other members.



LEGAL

What is your privacy policy?

Our privacy statement can be found here.

Can I copy the DVD while I'm renting it?
No. The copyright owner retains all rights to reproduce, sell and distribute the video, and does not grant anyone else those rights. It is a violation of copyright to reproduce or copy a DVD without the copyright owner's consent.

Do I need to sign any paperwork, or mail in a form to become a member?
No. All that is required is for you to agree to the terms and conditions when you sign up.

What if I lose the DVD or dont return it?
You will be charged for the replacement cost which will be the full retail value of the DVD title (including taxes and shipping), and you authorize us to charge your credit card account for that cost. The replacement fee will be refunded if the videos are returned or found. Please keep in mind that most of our videos cost more than the mass-produced popular Hollywood films, and the replacement cost of some of our videos can reach several hundred dollars. If you fail to return a disc that is part of a series, you will be charged the full retail value of that particular series.

Is it legal for bowwowflix to rent out these DVD?
Yes. Under U.S. and Canadian Copyright law, one does not need permission of the original copyright holder to rent out a lawfully acquired copy of the DVD (this is known as the "first sale" doctrine, and is explained in 17 USC, section 109 of the US Copyright law).

TECHNICAL

What format are the DVDs in?
Our DVDs come in standard DVD (like a regular Hollywood movie) format, DVD-R and DVD+R formats. The format varies by the trainer's company and how they choose to distribute their media. Some trainers who operate smaller companies tend to burn their DVD discs "in-house" which could mean that the disc is distributed on a DVD+/-R disc (these discs will have purple bottoms) while other larger companies burn their media on standard pressed DVDs (these Hollywood quality discs will have clear bottoms). That's why you'll find a mix of DVD types in our inventory.

**Please verify that your DVD player can play these discs before renting as we can not give refunds to customers who rent a video on a medium that they can not view. You can verify that your machine can play DVD+/-R recordings by going here.

I have a DVD drive on my computer. Will this DVD play on it?
We guarantee that all DVDs rented from us will play on your standard home DVD player, as long as your DVD player is documented as playing DVD+Rs and DVD-Rs. Again, you can verify if your DVD player will play play DVD+/-R recordings by going here.

The majority of our DVDs will also play on most computers equipped with DVD drives. However, we cannot guarantee this 100% given the huge diversity of DVD drives, codecs, drivers, play programs, etc.

OTHER

My question or concern is not listed here, what do I do?
If your question is not listed here, please contact us.



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