New Customer Tips and Tricks

Can I increase and decrease the volume of DVD's you send me?

Yes you can – our service is very flexible and designed to meet almost anyone's DVD watching needs! You can subscribe for a larger or smaller number of discs (e.g.. 2 DVD's at a time or even up to 8 at a time) to match you viewing preferences. For details, see Full Deal Descriptions. To change your plan please visit the Service Status page to do so.

Remember that if you decrease the number of DVD's out at a time your new plan will not begin until you return any extra DVD's over the maximum allowed on the new plan – as soon as we receive the extra DVD's the plan change will take effect.

Can I let you know when I have sent a disc back or if it never arrives? What happens if it's broken?

The Return, Damaged and Lost keys are located in the Current Rentals page, and will make the utilization of your WebFlicks subscription even better value.

Return Key/Checkbox

Once you have put the the discs back in the mail, then clicking on the return key will let us know to organize to send you the next discs from your selection. This service is no guarantee as it greatly depends on availability of the discs that you have in your Selections that you want to watch. The more that you have added in your Selections the better chance that you will have a faster turnaround.

By not using the the Return key after you have posted the disc back to us we will wait for the disc to arrive back at our office before we send you another from your list.

For customers under a Trial, the Returned service will automatically be activated as soon as your trial is over and you become one of our many ongoing customers.

Damaged Key/Checkbox

Every now and again a disc may be damaged when it's being sent to you in the post – every month we send out many thousands of discs to our customers, however every now and again one may turn up to you damaged. Before sending the disc back to us it is important to alert us of any faulty discs by marking the disc as damaged. It could be a minor case of the disc freezing for a couple of seconds when watching a movie or a major one such as receiving the disc with a crack in it.

By doing this, once we receive the disc and put it back in the system, it will automatically alert us that there is something wrong with the disc which allows us to pull it out of the system for it to be cleaned or replaced as needed rather than the next person having the same problem as you. If it is damaged and you mark it as such we will send out a replacement copy if we have one available – however you will still need to send back the damaged one as soon as you can.

Lost Key/Checkbox

When we send out any disc to you, we will always email you to let you know the disc is on its way, and what disc you can look forward to. If your disc hasn't arrived after about 4 working days you should click on the Lost key. Please note however that in the majority of cases it will just be a case of slow mail however occasionally if after a reasonable time the disc still hasn't arrived to your address/returned to us you must email and let us know so we can take appropriate action to file a formal complaint to Australia Post. Unfortunately in order for us to file a complaint we may need some documentation from you - in the unlikely case that this does happen then we will email you with the information that we will require to process the disc as lost.

What is the best way to monitor discs in and out, if lost or not?

We will always email you to let you know when we have received a disc back from you, or when we have sent a new one to you. However the best way to monitor your WebFlicks account is to go to your "Current Rentals" page.

From here you can actually see the title of each disc that have been sent to you and on what date it was sent.. After you have posted the disc back it is best to confirm that the disc has reached us just look at your Rental History page which will also display the date of receipt. Pretty handy!

Just keep in mind that we get a large amount of discs back each day, and we process the discs throughout the day so the best time to monitor this is in the evening.

What is the best way to view a TV Series?

When selecting a TV series it is best to remember that all individual series come in sequence order. However this is not the case for the seasons in that particular series.

This can be confusing, so for example:

A Customer has listed "Friends – Season 1" and "Friends – Season 2" on their list.

Depending on availability, "Friends – Season 1 discs 1 – 3" will be sent first. We will not send you disc 4 , disc 5 etc before sending you the discs before that in that series.

However if after returning "Friends – Season 1 discs 1 – 3" disc 4 is not available to be sent out you may find that you will be sent discs from "Friends – Season 2".

What this means is that it is best to place the Season on your Selection page one at a time if want to watch Friends for example in Season Order order.

Bonus Discs – How are they sent?

Bonus discs works similar to a TV Series that is explained previously, so if you select the group of discs, you have in fact added both the Movie and the Bonus Disk to your Rent List. What this means that if you don't want to ever be sent a bonus disc you should simply add the movie disc to your rent list and not both discs.

You'll notice when viewing the titles that movies with bonus discs will say (2 DVD's) next to the title. Click on the title to go into the movie information page and scroll down to the bottom where you will see two thumbnails. The first thumbnail is the actual movie and the other one is the bonus disc. Click on the movie thumbnail to add only the movie to your rent list.

We will send the discs out in order so if you add both we will not send you the bonus disc until you have received the movie itself.

Which discs are available in the library and which discs aren't?

We have a copy of almost all of the discs we have in our online library listing. Depending on the demand we have more copies of one disc than of some others.

We try to have most titles that have been released on DVD in Australia on our list, however if we are unsure if someone will want to rent a particular title we may only order it when there is enough demand.

If only one person asks for a particular title there may be a wait for that DVD, this may be that we have only one copy and it is currently out with another customer, or in a few unfortunate occasions our copy of the DVD may have become damaged and we cannot obtain a replacement copy from one of our suppliers if it is out of print/production. However we do try our very best to please everyone.

Why aren't all DVD's ever made on our rent list?

We only order DVD's that have been released in Australia and are compatible with Australian DVD players. We don't own Zone 1 movies that have been released in the United States, however when they do become available through the Australian distributors then they are available to us.

Why don't I receive the titles that I have marked ASAP?

The WebFlicks service is designed to continually send a wide variety of discs that the customer has selected to rent on their rent list. We try to fulfill requests for priority titles (especially those titles that are marked as ASAP) but like any DVD rental store it depends on the availability of the DVD on the day we are to send out your discs.

As we send out large numbers of discs each day, the availability of the discs changes from day to day. This is because numerous factors come in to play such as:

Number of copies of that particular title (right down to disc numbers in a series) we stock
Discs are out with another customer
Discs may be lost and or damaged and we may be awaiting a replacement from our suppliers
A Customer may have placed title on his/her rent list before you

Marking your preferred titles as ASAP is important, as by marking the titles ASAP the system will search through your ASAP titles first and send them to you. However if they are not available on the day you are due to be sent DVD's we will send you something else from your list so you always have something to watch.

Help with Watching a DVD

What is the best way to Handle a DVD

Handle the DVD only by its outer edge to prevent fingerprints
Always store the DVD in the return envelope when not in use
Do not leave the DVD near a heating unit or in direct sunlight (near a window or in an unventilated car)
Do not use any abrasive, solvent, or cleaning solutions. Chemical-based cleaners can damage the DVD. You may use a soft, clean cloth to wipe both sides of the DVD as needed. Always wipe, do not rub, the DVD in a straight line from the center hole to the outer edge. Never wipe the DVD in a circular motion. We have a professional cleaner if it comes back dirty
Make certain the DVD is seated properly in the DVD player's tray before closing the tray door

What are DVD's that are "Formatted for NTSC"?

If you are experiencing trouble while watching an NTSC-formatted disc (e.g.. it appears in black & white), don't blame your DVD player, DVD players virtually all support both PAL (which we use in Australia) and NTSC which a small amount of DVD's that come from the United States are formatted in. The culprit is probably your TV - it must be NTSC compatible in order to view in full colour.

Check the manual for your TV to confirm that is support NTSC as well as PAL or confirm with the manufacturer of the television.

Duel Sided DVD's – What are they, and how do they work?

You may find that some of the discs are duel sided. The easy way to spot this is that the discs are usually silver on both sides and are labeled side A and B around the hole in the center of disc. One side contains the Movie, and the other side may be what would usually be found on the Bonus disc. Sometimes one side contains a Widescreen version, and the other side contains a 4:3 version. If in doubt – flip it over!

Most newer movies are single sided, however there are a number of the older titles that are provided on Duel Sided Discs

Account Tools & Contacting Us

Understanding your WebFlicks Online Account Tools

Your WebFlicks account has been designed so you can monitor and manage your subscription yourself.

Service Status Page – Here you can suspend, cancel, change your plan and see when your billing date is

Current Rentals Page – Here you can see what discs are on their way to you and when they were sent. The Return, Damaged and Lost keys are also located on this page.

Rental History Page – Here you can monitor receipt of all discs you have sent back and also all the titles that have been sent to you during your WebFlicks subscription

Billing History Page – Here you can monitor the date your subscription commenced, any payments that are due and have been made, any credits that have been calculated if you change your plan to a lower one or if you have any credits left while you have suspended your account.

Updating account details

You can change your registration information at any time after logging in by visiting Update Your Details. This includes changing your mailing address and telling us any new email address.

It is important that you tell us your new mailing address as soon as you move, otherwise your DVD's may go astray, or if you have a redirection in place, take longer to get to you.

Your Account also allows you to view your Billing History and your Service Status, including changing your Plan and viewing what DVD's you have on loan.

Help! I've forgotten my password

To request a new password, visit New Password and fill in the required information. As soon as its verified you will be contacted with a new password.

Suspending an Account while on Holidays?

Suspending your account from the Service Status page will stop any additional DVD's being dispatched to you and will take place as soon as we receive all the DVD's back from you.

The suspension will take effect once all your currently rented DVD's have been returned and have been received by us. When we receive all of the discs back from you, your account will receive a credit for the remainder of that month from the date of receipt of the last disc. When you resume, you will be charged pro rata for the remainder of the current billing period and everything will continue as it was and we will send you the discs that you have in your Selection.

Please note that if you suspend your service while on a special offer such as the "pay for 2 weeks and receive 2 weeks free", you will forfeit any benefits including any unused portion relating to the special offer and when your service does restart then you will restart on the plan that you would have moved over to had you not suspended the service.

Canceling an Account

You may give notice to cancel your membership by calling and speaking to our Customer Service team on 1300 005 005 (Monday to Friday 10 am-5pm AEST, excluding public holidays). We do not accept cancellation requests via email. We must receive all outstanding DVDs within 7 calendar days of cancellation.

Cancelling your account will stop additional DVDs being dispatched to you. The cancellation will take effect and billing will stop once all your currently rented DVDs have been received back at the warehouse.

We cannot finalise your account until any outstanding fees, including outstanding membership fees, late return fees, 45 day penalty fees and DVD replacement charges have been paid by you.

There are no refunds of periodic charges for late cancellations or partial month subscriptions.

Contacting WebFlicks

Email:		help@webflicks.com.au
Telephone:		1300 005 005
Fax:		1300 004 005
Mail:		Locked Bag 3023 Hawthorn Vic 3122 Australia