FAQ

Frequently Asked Questions

1. How does the rental process work?

2. How do I know my credit card information is safe with you?

3. How many rentals can I have out at anytime?

3a. What happens if I order more rentals while I already have six checked out?

4. A rental I want says “Checked Out.” How can I rent that title?

5. Please explain how your wish list feature works.

5a. Is there a way I can check to see if I’ve ordered a title in the past?

6. Why do some rentals cost more to rent than others?

7. Is there a shipping charge?

8. How long until you mail my discs?

9. How long will it take for the discs to reach me?

10. I received two disks in one mailer. Why is that?

11. I received a blank disc in one of the envelopes along with my Blu-ray. Why?

12. Do I need to send the blank disc back?

13. How many days will I be able to keep the rental before I need to return it?

14. What happens if I keep the disc more than 7 days?

15. What if there is a delay with USPS. Will I be charged for a late fee?

16. What if it takes a long time for USPS to get it back to you?

17. How should I arrange the discs in the mailer to safely send them back?

18. What obligations do I have as a renter?

19. How do I check the status of my order or if my rental has returned to you?

20. Why didn’t I receive a confirmation email or reply from you?

21. What should I do if a disc is cracked or does not load or play correctly.

22. How do I change my email address or contact information?

23. If I’ve lost the return envelope, how do I return the discs to you?

24. Do you have a phone number for us to call for support and questions?

25. I forgot my password. What do I do now?

26. Do you need special equipment to watch a 3D Blu-ray?

27. What are Region B and Region C Blu-rays?

28. If they won’t play on U.S. players, why do you carry Region B and C Blu-rays?

29. How can I watch a Region B or Region C Blu-ray movie?

30. How do I login and logout?

 

Question #1:
Tell me how the rental process works.

Answer:
Click the Rent button on any title’s page to place it in your cart. You may visit your cart at any time by clicking on “Cart” in the menu bar. If satisfied with what’s in it, proceed to our secure Checkout page. If you are a new customer, there you will find fields for filling out your mailing and billing information. If a returning customer, enter your email address and password. A list of the titles you’re renting appears at the bottom of the page, together with two options. You may choose Local Pickup, and pay when you visit our Missoula location.  Mailing charges will be removed at that time.  Alternatively, you may choose to have the discs mailed.  The last four digits of the credit card number you wish to have charged appear under that option. If you’re satisfied your order is corrrect, click the Place Order button.   Back to top

Question #2
How do I know my credit card information is safe with you?

Answer:
Your credit card information never passes through our site.  The pages where your credit card information may be entered – “My Account” and “Checkout” – link directly to Authorize.net, an independent and secure payment gateway, and the information is secured in transit by SSL encryption (“https” and padlock symbol in URL bar) so it cannot be intercepted on its way.  Authorize.net stores your information on secured servers that meet Payment Card Industry (PCI) security standards and communicates payment acknowledgement with us only via randomized tokens.  Your credit card information remains exclusively with Authorize.net. Back to top

Question #3:
How many rentals can I have out at anytime?

Answer:
To avoid potential fraud, we allow only up to six Blu-ray movie rentals out per customer at any given time.   Back to top

Question #3a:
What happens if I order more rentals while I already have six checked out?

Answer:
If you order more discs while at your limit, the additional discs will be earmarked, and mailed to you as your previously-rented discs are returned to the store. There may be a short delay if a disc you ordered has been rented by another customer in the interim. Back to top

Question #4:
A rental I want says “Checked Out.” How can I rent that title?

Answer:
“Checked Out” means it’s currently rented to another customer. Put the title in your Wishlist and check back later. When it becomes available a “Rent” button will appear next to it in your Wishlist. Just click it to put the title in your cart.   Back to top

Question #5:
Please explain how your wish list feature works.

Answer:

Add as many titles as you like to your wish list which functions as a convenient place to keep a record of titles you find interesting and may want to rent later. Visit your wishlist to see if there are any titles you’ve saved that you might like to rent now. If so, simply click on the Rent button and the title will be added to your cart. We do not automatically send titles from your wishlist.   Back to top

Question #5a:
Is there a way I can check to see if I’ve ordered a title in the past?

Answer:

Yes. On the “My Account” page there is a section called “Recent Orders.” All orders you’ve placed in the past will be listed there along with the dates on which you placed them. Click on the “View” button to see what titles you rented on any given date. Back to top

Question #6:
Why do some rentals cost more to rent than others?

Answer:
Some Blu-ray discs cost more than others, sometimes substantially more.  We charge more for more expensive discs.  If a disc’s price drops significantly, we adjust the rental price downward.   Back to top

Question #7
Is there a shipping charge?

Answer:
Yes. If you rent 1 or 2 discs, the charge is $1.50, 3 or 4 discs and the charge is $3.00, 5 or 6 discs and the charge is $4.50.  If you choose to pick up your order locally, you don’t pay until you pick up the order at which time the shipping charge will be removed.   Back to top

Question #8:
How long until you mail my discs?

Answer:
If we receive your order by 4:00 pm Mountain Time, we will mail out your rentals the same day (except Sunday) via USPS. If later, they will be put in the mail on the next business day.  Back to top

Question #9:
How long will it take for the discs to reach me?

Answer:
According to the USPS website, the average shipping time for first class mail domestically in the US is 2-3 business days. This can vary depending upon your local service. Occasionally, for reasons unclear to us, multiple envelopes mailed the same day will be delivered to you on different days.  Back to top

Question #10
I received two disks in one mailer. Why is that?

Answer:
We place two disks in each mailer to help ensure that the post office does not run the envelope through their standard sorting machines which bend the envelopes and can break or damage the disks.   Back to top

Question #11
I received a blank disc in one of the envelopes along with my Blu-ray. Why?

Answer:
If you order an odd number of titles you will receive a blank disc in one of the envelopes to protect the Blu-ray from damage. See answer to Question #11.   Back to top

Question #12
Do I need to send the blank disc back?

Answer:
Yes, just treat the blank disc as if it were another Blu-ray and follow the instructions given in the answer to question.   Back to top

Question #13:
How many days will I be able to keep the rental before I need to return it?

Answer:
Please return the rentals in the included postage-paid envelope within 7 days from the day you receive them. For example, if you receive your rentals on a Wednesday, put them back in the mail to us by the following Wednesday (7 days later). When we have received the rental, we will send you an email saying we received it.   Back to top

Question #14:
What happens if I keep the disc more than 7 days?

Answer:
If not placed in the mail by the 8th day, an extended viewing fee, in the same amount as the first week’s rental fee will be charged to your credit card. Subsequently, the same fee will be charged for each additional week you keep the disc. If after four weeks, you have not put the movie back in the mail, we will assume you are not going to return the disc, at which point you will be charged the current manufacturer’s suggested retail price or market value, whichever is greater.   Back to top

Question #15:
If there is a delay in the post office delivering the discs will I be charged for a late fee?

Answer:
If you have not received your rental within 4 business days from the ship date, please email us and we will adjust your rental period accordingly.   Back to top

Question #16
What if it takes a long time for USPS to get it back to your store?

Answer:
There will be a postmark on the envelope. No late fee will be charged if the postmark shows you put the envelope in the mail in a timely fashion.    Back to top

Question #17
How should I arrange the discs in the mailer to safely send them back?

Answer:
In order to protect the data sides of the discs from possible damage in the mail, we ask that you place each disc in its paper sleeve and put the two sleeves together so the data sides of the discs face each other (peek in to ensure that the label sides are facing out), then slide the paired sleeves snugly down into the envelope.   Back to top

Question #18:
What obligations do I have as a renter?

Answer:
Please visit our Terms / Conditions / Renter’s Agreement page for more information.   Back to top

Question #19:
How do I check the status of my order and if my rental has returned to you?

Answer:
We will send you an email when your order is received, when it ships out and when we receive the return.   Back to top

Question #20:
Why did I not receive a confirmation email or reply from you guys?

Answer:
Check your spam or junk folder.  Please mark emails from cineblufilm@cinemablu.com as “not junk.”   Back to top

Question #21:
The rental does not load or play correctly. What should I do?

Answer:
We recommend customers be sure they have the latest firmware for their player. Your device’s manual should tell you how to update its firmware. Dust and fingerprints may also accumulate on the disc. Try wiping the disc with a soft cloth and some glass cleaner. If you have the latest firmware and have cleaned the disc but it still does not play correctly, please email us at cineblufilm@cinemablu.com.   Back to top

Question #22:
How do I change my email address or contact information?

Answer:
To change your email address or contact information, go to the “My Account” page.   Back to top

Question #23:
If I lost the return envelope, how do I mail the discs back to you?

Answer:
Please email us and we will send you a replacement envelope. You will be responsible for the return mailing fee. Depending on how long you have the discs owing to the loss, you may be charged an extended viewing fee.   Back to top

Question #24:
Do you have a phone number for us to call for support and questions?

Answer:
Yes. 406.214.8916 or email us at cineblufilm@cinemablu.com. We will respond within one business day.   Back to top

Question #25:
I forgot my password….how do I get help?

Answer:
Your email and password are case sensitive and some mobile devices like smartphones & tablet’s often auto-capitalize. Please re-enter your exact email address and make sure your password is as you originally set it.  If that doesn’t work, click on “Lost password” on the My Account page.  It will ask you to enter your email address and you will receive a link in your email to reset your password.   Back to top

Question #26:
Do you need special equipment to watch a 3D Blu-ray?

Answer:
To properly view any of these 3D Blu-ray discs, you will need a 3D-capable HDTV, 3D-capable Blu-ray player and 3D glasses.  Without all of these, you will not be able to see the screen in 3D.   Back to top

Question #27:
What are Region B and Region C Blu-rays?

Answer:
Region B Blu-rays are designed to be used in players that are sold in Europe, the Middle East, Africa and Australia. Region C Blu-rays are designed to be used in players that are sold in Asia. Neither will play in a Region A player typically owned by people in the United States.    Back to top

Question #28
If they won’t play on U.S. players, why do you carry Region B and C Blu-rays?

Answer:
Many films and television series have been released for foreign markets, but not for North or South American markets. A number of people in the U.S. would like to see these titles notwithstanding and so have purchased the equipment to view Region B and C discs. Back to top

Question #29
Are there requirements to watch a Region B or Region C Blu-ray movies?

Answer:
To view Region B or Region C discs you will need a “Region Free” (All Region) Blu-ray player or the appropriate Region B or Region C player.   Back to top

Question #30
How do I login and logout?

Answer:
To login, go the My Account page. If you are not already logged in, you will see the login “Username” and “Password” fields. Fill in your username (or the email account you used when you registered) and your password, then click Login. To logout, go to the My Account page. In the first line of text, click the blue link that says “Sign out.” You will be logged out of your account and taken back to the login page.   Back to top