The Serial Squadron Cinema Cliffhanger Archive

CUSTOMER INFORMATION


SERIAL SQUADRON DVD ORDERS
Squadron DVD and CD orders are now being processed by Vervante, an external order fulfillment service which ships DVDs on working days within 1-3 business days of receipt of an order. DVDs ordered from that service will have printed surfaces and come shrink-wrapped.

TRACKING
After you make an order, please don't expect to be able to track it immediately. You will receive an email from Vervante when it ships, with tracking information included in it. Vervante ships within usually 1-3 working days which means usually it will track within 2 or 3 days but if you order on the Thursday before a 3-day holiday weekend, it may not track till the following Tuesday but you should receive your email from them at about that time.

CHECKING ORDER STATUS
Please don't email immediately asking about order status. We will make sure every order is filled, but we do not ship things 5 minutes before you order them as Amazon.com does. If after
at least a week or so has gone by since you have made an online order and you appear not to have received an email and you want to double-check to see if an order has been received:

1.
Check your email in-box to see if you have received your shipment email, which will include the tracking number. If you have, use the tracking number to track the package.

2.
If the e-mail is not there yet, check your spam folder to see if you already have received the email and it's been directed there.

3. If not, then
check PayPal to see if your PayPal transaction went through, and if it seems to have done so, and your address and email address connected to PayPal are both correct, send an email with the date the order was made, your name and address and phone number, and what you tried to order to serialhq(@)aol.com and we will see if we can track down what's up with the order.

Note: Do not send inquiries about products, shipping or subscription DVDs to Vervante. They are not responsible for shipping or replacing subscription DVDs and do not do "customer service," per se in regards to questions about products or shipping -- they will, however, replace clearly damaged shipments or shipments with errors or a DVD missing. See below for more details.


DVD REPLACEMENT REQUESTS/OTHER DVD ISSUES
Please click on the sentence below that best describes the issue you may have with a disk or DVD set shipped to you for instructions on how to proceed.

Enter the name for this tabbed section: 1. The case and/or DVDs I received were damaged in shipment or an item was missing
What to do if your DVD set was damaged in shipment or an item was missing:

1. Do not return anything you received. Keep your DVD Case.

2. Send an email to
lheath@vervante.com, (or serialhq if this was a subscription DVD) including:

-- Your
name and address
-- The
date of your order and the order number
-- The
name of the DVD set or sets which were damaged and need to be replaced

and a replacement DVD set or sets will be sent to you from Vervante.

Do
not send questions about shipping or tracking to Vervante.

You will receive an email with tracking information when the set is shipped.
Enter the name for this tabbed section: 2. A disk in my DVD set arrived scratched and will not play
What to do if a disk in your DVD set arrives scratched and will not play:

1. Do not return anything you received. Keep your DVD Case.

2. Send an email to
lheath@vervante.com, (or serialhq if this was a subscription DVD) including:

-- Your
name and address
-- The
date of your order and the order number
-- The
name of the disk or disks which were damaged and need to be replaced

and a replacement disk or disks will be sent to you from Vervante.

Do
not send questions about shipping or tracking to Vervante.

You will receive an email with tracking information when the set is shipped.
Enter the name for this tabbed section: 3. I received an incorrect disk in a DVD set in my shipment
What to do if you receive an incorrect disk in a DVD set in your shipment:

1. Do not return anything you received. Keep your DVD Case.

2. Send an email to
lheath@vervante.com, (or serialhq if this was a subscription DVD) including:

-- Your
name and address
-- The
date of your order and the order number
-- The
name of the disk or disks which were damaged and need to be replaced

and a replacement DVD disk or disks will be sent to you from Vervante.

Do
not send questions about shipping or tracking to Vervante.

You will receive an email with tracking information when the disk or disks are shipped.

Enter the name for this tabbed section: 4. A DVD disk I received partially plays but then hangs up at one point
What to do if a disk you received partially plays but then hangs up:

1. Do not return anything you received. Keep your DVD case.

2. Send an email to
lheath@vervante.com, (or serialhq if this was a subscription DVD) including:

-- Your
name and address
-- The
date of your order and the order number
-- The
name of the disk or disks which may have an error and need to be replaced

and a replacement DVD disk or disks will be sent to you from Vervante.

Do
not send questions about shipping or tracking to Vervante.

You will receive an email with tracking information when the disk or disks are shipped.
Enter the name for this tabbed section: 5. A DVD disk I received will not load in my player
What to do if a disk in your DVD set will not load in your player:

1. Do not return the disk or DVD set.

2.
Try playing the disk in another DVD player

3.
Try playing the disk in a computer


If the disk does not play in either another DVD player or computer, it may contain a duplication error and will be replaced.

2. Send an email to
lheath@vervante.com, (or serialhq if this was a subscription DVD) including:

-- Your
name and address
-- The
date of your order and the order number
-- The name of the disk or disks which may have an error and need to be replaced

and a replacement DVD disk or disks will be sent to you from Vervante.

Do
not send questions about shipping or tracking to Vervante.

You will receive an email with tracking information when the disk or disks are shipped.


If the disk plays in the other DVD player and/or the computer it is not defective.
Please click the button for item 6 above to review your options.
Enter the name for this tabbed section: 6. A DVD disk I received will not load in my player nor play in another DVD player or my computer
If a disk which will not play in one DVD or Blu-Ray player will play in another DVD player the first player in which you tried to play it and the disk are incompatible and the situation is neither's "fault." Not all types of DVDs or DVD-Rs play in all players. The disk you received and the first player you tried to play it in, for a technical reason which is likely impossible to identify are incompatible, like two people on a blind date who do not like each other, and simply do not get along.

What you may do now:

Option 1: Keep the disks
and use them in the players in which they work.

Option 2: Return the DVD
to the Serial Squadron address, 20012 Beacon Hill Drive, Southampton PA 18966, with a request for a refund for the purchase and the Squadron will provide a refund by PayPal.

Option 3: Send an email request to
serialhq(a)aol.com to have a link to a downloadable disk image be sent to you which you can then use to burn your own new disk or disks on your own computer. You will then receive the disk image link by email. Download it to your computer's desktop, insert a blank DVD-R into your computer, then click on the file. If software exists on your computer to allow you to do so, your disk image will burn to a new DVD. Otherwise, you can use a free DVD-burning program (some are available at www.cnet.com) to be able to burn your DVD.
Enter the name for this tabbed section: 7. I received a replacement disk but it will not load in my player nor play in another DVD player or my computer and/or I have not been able to burn a replacement DVD-R successfully from a disk image
Call 215 968 2514 to discuss resolution of the problem.


SERIAL SQUADRON BOOK ORDERS

Squadron book orders are processed by Lulu.com and these orders cannot be shipped in the same cart as DVDs. Please order them separately. Lulu usually ships orders within about 5 days from their receipt & their packing of books for shipment is excellent. Contact them with any questions about book orders.


HOW TO PAY FOR SERIAL DVDS BY MAIL
Since orders will no longer be shipped directly from the Squadron, the old mail-order form has been discontinued. If you really have no access to a computer at all (and if that's the case, how is it that you are reading this?) but still gotta have your serial DVDs, it is possible to arrange for a drop-shipment of DVDs to be paid for by cash, check or money order sent through the mail, without paying for the order online.

If you would like to arrange for a drop-shipment, please do the following:

1.
Click on the BUY IT NOW buttons to add DVDs you would like to receive to an online shopping cart order which is not intended to be processed
2. Allow the cart to make up a
total for DVDs and shipping
3. Do not finish or process the order, just
write down the total calculated
4.
Contact Eric Stedman at serialhq(@)aol.com or 215 968 2514 to arrange for your shipment, and report the total for DVDs and shipping you calculated using the shopping cart system.
5.
Send the total payment you calculated to Eric Stedman, 20012 Beacon Hill Dr., Southampton PA 18966

Then your payment is received, your DVDs will be shipped to you from Vervante.




SECONDARY USAGE OF SQUADRON CONTENT


BROADCASTERS:
Please do not make orders for single copies of Squadron DVDs.
Email Squadron Director Eric Stedman, or write us at 20012 Beacon Hill Drive, Southampton PA 18966 to discuss licensing Squadron content for broadcast. Include information about when, how and where you would like to broadcast our content and we will send you a quote for a licensing fee, or possibly waiving the fee in exchange for advertising. If you are interested in broadcasting an Archive title, we can't charge you a licensing fee but we'd appreciate a donation to the Archive in return.


DVD DEALERS:
It is illegal to copy and resell Squadron DVDs which display copyright notices without permission as they are in copyright as new editions of public domain works and include proprietary content including original musical scores, and content unique to our restorations. Many Squadron DVD titles which are in copyright to Eric Stedman may be sold commercially. If you would like to purchase Squadron DVD titles at discount rates and sell those copies to your customers. Please Email Squadron Director Eric Stedman for details and discount rates.


THEATER OWNERS and FILM PROGRAM
or CONVENTION PROGRAM PLANNERS:

You may order single copies of Squadron DVDs for perusal, but if you decide you'd like to show a chapter or entire serial at your event or theater, please Email Squadron Director Eric Stedman and we will arrange either a licensing fee or request you offer Squadron DVDs for sale at your event, from the sale of which you may keep a percentage of the profits.


LIBRARIES AND VIDEO RENTAL STORES:
Squadron DVDs may be ordered to be added to any library as non-circulating items. We do not accept orders for Squadron DVDs from video stores to be offered for public rental, and, due to the ever-increasing ease and temptation to rip and copy DVDs, we ask that you not offer Squadron DVDs for rental, but instead that you display a few copies and recommend your customers buy them instead, to help support the Archive. We have no objection, however, to contributing to your business as well. If you would like to help us by offering Squadron DVDs at your location, make a $75 deposit/donation (by check or use your PayPal account and make the payment to orders(a)serialsquadron.com), to the Archive and we will send you 3-5 copies of any of the dealer-approved titles listed above in the DVD DEALERS section you would like to offer for purchase at your location. If then you send us 55% of the sale price, you may keep 45% and pay nothing for if the titles do not sell. If you sell out of DVDs, you may then use the Dealer order options on the various DVD title pages to restock. In this way you can still offer the DVDs to your customers, transactions will help support the Archive, and you will earn more money per sale than you might from single rentals. To equip your video store with Squadron DVDs you may offer for sale, please Email Squadron Director Eric Stedman, or write us at 20112 Beacon Hill Drive, Southampton PA 18966 and tell us what titles you would like us to send.