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  • 1 and Only Rightstuf.Com Thread/FAQ

    Widgets Magazine
    PLEASE READ THE BELOW FAQ BEFORE POSTING

    Please post any Rightstuf.com unanswered questions / issues in this thread.

    If you have a specific problem with an order, please contact Rightstuf.com customer support ( call 1-800-338-6827 or e-mail info@rightstuf.com ). Do NOT post order #s in the forum as it is a security risk.

    The Fandom Post Affiliate Links
    General Link
    Direct Item Link - http://www.rightstuf.com/<item #> (i.e. http://www.rightstuf.com/fp/rsdvd1156)

    Additional FAQs
    http://www.rightstuf.com/customer/faq.shtml

    Newsletters
    http://www.rightstuf.com/rssite/newsletters/

    Print Catalog and Coupons
    http://www.rightstuf.com/rssite/main/printCatalog/

    Got Anime Monthly Coupon
    http://www.gotanime.com

    List of Previous Sales (maintained by karen0586)
    http://www.editgrid.com/user/karen05...udio_Sale_list

    Search Engine Option for Firefox users
    When you visit our homepage, click on the dropdown for search options in the search box on the upper right corner of your browser. Most likely you will have Google as your default search, so you'll see the Google "G" and then a down arrow where there is a dropdown. You can then see a list of all of the search engine options that can be used in the search box. Click on "Add Rightstuf.com" Now, you're ready to go! Just change the search engine to "Rightstuf.com" and then key in anything on the site you'd like to search for. Quick, super easy way to get to the search on the site. Enjoy!



    (Q) Can I use a coupon and my Got Anime membership discount on an order?
    (A) Yes, your Got Anime membership will "stack" with other coupons. The 10% discount will be applied after coupon discounts. For example, a dvd set ($50 MSRP) is on sale on Rightstuf.com for 40% off MSRP, so the sale price is $30. With Got Anime, the final price is $27 (total discount on dvd is 46% off).

    (Q) Can I use my Got Anime membership discount on preorders?
    (A) Yes, the Got Anime discount will work on item preorders.

    (Q) Can I use my Got Anime membership discount on weekly / bargain bin specials?
    (A) No, your membership discount does not apply to these specials, which are already heavily discounted. It also does not apply to prepacks and import items, as well as some items which we are not allowed to discount. If an item is not discountable, it is noted as such.

    (Q) Will the 10% discount be applied if I buy the Got Anime membership when placing my order?
    (A) Yes. Your confirmation e-mail should include a line that says the following: "Thank you for being a Got Anime! Purchasing Club Member! On this order, you saved $X.XX."

    (Q) Why is my Got Anime discount not showing when I place an order on the web site?
    (A) The system currently provides this information on your confirmation e-mail. In the e-mail, there should be a line that says the following: "Thank you for being a Got Anime! Purchasing Club Member! On this order, you saved $X.XX." If the e-mail doesn't contain this line, please contact customer service.

    (Q) The e-mail confirmation does not list the 10% discount for my Got Anime membership. Instead it says, "There was no membership discount applied to this order." How can I get this corrected?
    (A) Contact customer service. CS can credit you the discount amount, however this can only be done before anything in the order ships or until it has been completely shipped.

    (Q ) If I move, how do I make sure the billing address associated with my Got Anime membership is updated?
    (A) The best thing to do is to update your address on the web site when you place your first order to the new location. In the special instructions, clearly indicate that this is a new address, and that your former account needs to be merged with this one (the system that actually fills the orders matches customers based on your address - so changing your address on the web site will create a new customer in its eyes, without a GA membership). Then, customer service will merge everything together and it should work painlessly in the future.

    (Q) How will I know my membership has expired?
    (A) You can check the expiration date of your membership on the Got Anime web site.

    (Q) How do I renew my Got Anime membership before it expires?
    (A) Place an order with only the Got Anime? Membership Renewal item. The renewal order should be processed and shipped within 1 to 2 days. Ordering other items with the renewal may cause a delay in the membership renewal being applied to your account. The new expiration date will be 12 months after the previous date, so you should not wait till the last minute to renew.

    (Q) My Got Anime membership expired, can I still renew it?
    (A) Yes, follow the directions in the above question. However, the new expiration date will be 12 months after the ship date of the renewal order. New purchases should also be made after the renewal ships, otherwise the Got Anime 10% discount won't be applied to those orders.

    (Q) Does Rightstuf.com ship items as they come in stock, or hold a shipment until all items are available?
    (A) For US customers, we make an initial shipment of any items that are in stock when the order is placed. For international orders, we ship when all items are available.

    Revised 2/08: This is our current policy for when we will make automatic partial shipments for orders that you have with our company. From time to time we do revise this depending upon the season (during Christmas we'll release orders a lot more frequently, for example) and other circumstances. Right now, we only make partial shipments for orders being shipped to a US address - international shipping costs prohibit us from doing it elsewhere.

    We are doing partials worldwide based on many factors, mostly including time - holding orders indefinitely isn't good for us. In general, if your order is more than 3-4 months old, we will ship the portion of your order that is in stock, along with anything else that may be in stock on other orders to keep your customs charges as low as possible.


    If you have an order that you would like to request a partial shipment for, you may contact our customer service department, and for a small fee, we will release your order. Otherwise, your order will be subject to the following conditions, assuming that product is available:
    • We will make a partial shipment if 50% of the unshipped products are available.
    • We will make a partial shipment if there have been no shipments made on the order within the last 45 days. This helps make sure that you'll receive preorders in a timely manner if they are several of them on the same order.
    • If $100 dollars of an order is in stock and available, those items will be shipped.
    Rightstuf.com will also try to combine multiple partial shipments for different orders into one shipment. Here are some additional notes about partial shipments:
    • If you have a lot of open orders with us, we are going to hit your card one time for each order that we're ready to ship. The example given above would result in 9 different credit card changes on one day. This might freak out a few card companies or even our customers.
    • These partial shipments will cost you nothing extra - they are done at our expense. We have had people ask us to refund their shipping charges when we choose to combine their orders into one box, we will not be doing that. What we're saving by combining orders is allowing us to make these partial shipments, and hopefully giving you better service.
    • There is currently no way to opt out of partial shipments, or having your shipments combined.
    (Q) Does Rightstuf.com charge extra for multiple shipments for an order?
    (A) If you do not ask a CSR to partial ship an order, then no. The shipping cost quoted in your order confirmation is what you pay in the end. That amount is prorated for each shipment based upon the cost of the shipped items. If you specifically request a partial shipment on an order, then there will be extra charges.

    (Q) How does free shipping work?
    (A) Only US and Canadian customers are eligible for free shipping. If the total cost of shopping cart is $49 ($150 USD for Canadians) or more (before coupons), then your order is eligible for free Economy Shipping. All items on the order count towards the $49 required in order to receive free shipping. The $49 is the pre-coupon total - if you apply a coupon that takes the total for the items on your order below $49, you will still receive free shipping. Just as a reminder, for Canadians the Free Shipping threshold is $150 USD.

    (Q) Why is Rightstuf.com's international shipping so expensive?
    (A) The shipping method recently changed from Deutsch Post to Fed Ex Mail International.

    (Q) What does the it mean when an item in my order is listed as "Reserved For Your Order"?
    (A) This means the item is in stock and set aside to be shipped to you. Rightstuf.com may still hold your order until several items are available to ship all at once, but during that time, they will have all those items specifically set aside for you. There is, however, an extremely small chance that if Rightstuf.com may have a problem with inventory you may not get your product, but those occurrences should be extremely rare.

    (Q) What do the Product Availability phrases mean?
    (A) You can find the answer here at the TRSI Product Availability page. Below is a copy and paste of each different line.

    In Stock and Available: This item is currently in stock and will usually ship immediately. Depending on the shipping method, you should have this in your hands within a matter of days.

    Note: If you place an order for this item along with other items which are not currently in stock, the order may not ship until all items are in stock, or may ship at our option in multiple shipments. You may at any time request your in-stock shipments be sent for a small fee; however, you will not be charged for partial shipments made at our discretion.


    Pre-Order, Not Yet Shipping:
    This item has yet to be released for sale by the manufacturer. If you order this item, it will be shipped as it becomes available and your credit card will not be charged until it actually ships.
    Release dates for pre-order items are located on their product page under 'Release Date'.

    More Arriving Soon!: We don't have this item in stock at the moment. The time required for our supplier to provide us with this item varies widely from a few days to several weeks.

    We'll Get It for You!: We don't have this item in stock at the moment, but if you want it, place your order! (This item is in short supply at the wholesale level, and if it is still available, we'll get it for you. Please be aware that, if it is still available, our supplier may take anywhere from a few days to several weeks to send us more.)

    Special Order: If it's in print and/or available from our suppliers, we can get it for you. This just happens to be one of those products that we don't usually keep in stock all of the time. Place your order, and let us do the the work. (The time required for our supplier to provide us with this item varies widely from a few days to several weeks. And you will receive status updates from us along the way.)

    (Q) What do all these status phrases mean?
    (A) For each shipment that is listed on an order on our web site, you will see one of the following statuses:

    Not Yet Shipped - one or more items is on order from manufacturer
    Shipped - the items on are on their way to you
    Processing - the order is being reviewed, or the order has entered the shipping process (card authorized, product being packed in the warehouse).
    Cancelled - the order has been cancelled
    Please contact Customer Service for status update - contact us at info@rightstuf.com, 1.800.338.6827 or 1.515.252.6116

    For each item that is in a shipment, you'll see one of the following statuses (these are the most common):

    Reserved For Your Order - the item you ordered is in the warehouse, and set aside for your order. Unless there is a serious error, you should receive it from us.
    Processing - part of an order that has entered the shipping process
    Shipped - item should be on its way to you
    On Order From Manufacturer - backordered, and we're working on getting it for you
    "Canceled by manufacturer or per your request" or "Canceled" - for some reason, this item was removed from your order
    Order has been received - part of a new order with us, that is in the process of being reviewed
    Gift product - something you're getting for free from us (possibly a catalog, flyers, etc.)
    "Authorized for Return," "Partial Exchange" or "Item exchanged" - if you have requested an RA # for this item
    Item Returned - we have received the item you requested an RA # for
    Refused shipment - the package was refused when delivery was attempted
    Item Undeliverable - there was a problem delivering the package


    (Q) Can I use a coupon more than once?
    (A) This depends upon the terms of the coupon.

    (Q) Can I use more than one coupon on an order?
    (A) No, only one coupon can be applied to each order.

    (Q) When do coupons expire? I tried to use a coupon before the deadline, but I wasn't able to.
    (A) Coupons run on Central Time and expire at 11:59 PM on the expiration day. So if you live on the West Coast (Pacific time) and wait till the last minute to use a coupon, the coupon has already expired.

    (Q) I tried using a X percent off coupon, but the actual discount is slightly smaller (i.e. 33% coupon seems to only discount 32%). What's going on?
    (A) Percentage off coupons take a percentage of a percentage (% off of the discounted price we normally sell at). For example, a 33% off coupon takes 24% off the already 10% off price (about 33% off the retail price).

    (Q) I tried to use a $X off $Y coupon, but got the following message even though the total cost was over $Y: "This coupon cannot be used on this order: this coupon has dollar amount or item quantity restrictions that have not been met."
    (A) Specials and heavily discounted items do not count toward coupon total requirements.

    (Q) I have a few orders that I used coupons on. Can I combine these orders together?
    (A) Coupon orders may be combined with other orders which have coupons on them, as long as no changes are made to pricing as a result. For example, order A has one coupon for $5 off, and order B has one coupon for $3 off. You would combine the orders together, at the prices from the original two orders, which gives $8 off. New coupons cannot be applied to combined orders. Items on orders where coupons have been combined MAY NOT BE CANCELED except in FULL, as canceling items from the orders will cause possible changes in coupon requirements. Shipping should be calculated as normal given the number of items on the order (for free shipping calculations). If you cancel an order which had a coupon on it, we cannot reinstate the order with the coupon on it later. You cannot use previously ordered items on a past order in order to qualify to use a coupon.

    (Q) How come ***** anime dvd is only 10% off MSRP instead of the usual 25%?
    (A) Titles from bigger companies such as Disney/Beuna Vista and Columbia/Tristar cost more for Rightstuf.com.

    (Q) When will <*insert title*> dvd/blu-ray be up for preorder (it was just announced)?
    (A) As soon as Rightstuf.com obtains the SKU # for the item, it will be added to the product list.

    (Q) Will I receive an e-mail confirmation for an order I just placed on the web site?
    (A) Yes.

    (Q) Can I use a different shipping address than the one I used for billing?
    (A) No. Even though you can specify different addresses on their web site, Rightstuf.com will contact you if you do so. Rightstuf.com's policy is to ship to the billing address. This is a policy they enforce in order to reduce credit card fraud. If you want Rightstuf.com to ship your order to an address besides the one associated with your credit card, then try contacting your bank / card company and request them to add another address to your account. This will allow you to use the same address for shipping and billing with Rightstuf.com.

    **(Q) Can I place an order using PayPal as the payment method?
    (A) Unfortunately, Rightstuf.com doesn't accept PayPal payments. One of the main reasons we cannot accept paypal payments has to do with backorders and preorders. Paypal requires that your payment be used completely immediately, so if you were to order an item that was not in stock or backordered, we would have to refund portions of payments (which is time consuming.) Also, you are not supposed to accept paypal payments for adult products.

    You can use the paypal debit card, which debits your paypal account like a debit card deducts from your bank account.

    (Q) Usually the order status page is updated daily at around 1:00 AM Central time. However, it hasn't been updated today yet. What happened?!
    (A) The order status page isn't always updated at the same time due to system load, maintenance and/or upgrades. The web site is also not updated when inventory is done every few months.


    (** - recently added/updated entries)
    Last edited by lockmastah; 05-11-2011, 02:51 PM.
    Forum Moderator: Retail, General Anime, Gaming Goodness
    Avatar: Chiyochan loves her some VHS... nom nom nom...
    Stal... er check me out on Xbox Live

  • #2
    Since DLK already posted his usual WeeklySpecials thread here, I figured only makes sense to bring over the 1 & Only TRSI one as well. This is also a good opportunity to update the FAQ. Please let me know if something needs changing.
    Forum Moderator: Retail, General Anime, Gaming Goodness
    Avatar: Chiyochan loves her some VHS... nom nom nom...
    Stal... er check me out on Xbox Live

    Comment


    • #3
      Originally posted by lockmastah View Post
      Since DLK already posted his usual Weekly Specials thread here, I figured only makes sense to bring over the 1 & Only TRSI one as well. This is also a good opportunity to update the FAQ. Please let me know if something needs changing.
      I'll take a thorough look at it tomorrow for you.
      Avatar: Satellizer el Bridget from Freezing
      Profile Picture: Yaya from Kikou Shoujo wa Kizutsukanai (Unbreakable Machine Doll)

      Comment


      • #4
        First,
        **(Q) I just bought a Got Anime membership. If I want to place another order using my Got Anime discount, what do I enter for my membership #?
        (A) The membership # field is optional. Got Anime is linked to the billing address you entered when applying / ordering the membership. If your Got Anime membership hasn't "shipped" yet, you will need to request customer service to manually apply the GA 10% discount to any additional orders.
        It's not optional anymore, you can't even type it now.

        Second, maybe it would be nice to know how many days you have to return an item.

        Third, it would be nice to have a link to the Got Anime webpage.
        Last edited by Shin Seikatsu; 05-01-2011, 09:12 PM.

        Comment


        • #5
          Originally posted by Damius View Post
          First,


          It's not optional anymore, you can't even type it now.

          Second, maybe it would be nice to know how many days you have to return an item.

          Third, it would be nice to have a link to the Got Anime webpage.
          Hmmm, maybe I should just remove the first item then. In terms of returns timeframe, it's covered in Righstuf's own FAQ. I'll add a link to the GA site.
          Forum Moderator: Retail, General Anime, Gaming Goodness
          Avatar: Chiyochan loves her some VHS... nom nom nom...
          Stal... er check me out on Xbox Live

          Comment


          • #6
            OK! I've read through the whole thing and there are a few things that need to modified/fixed.

            (Q) Can I use a coupon and my Got Anime membership discount on an order?
            (A) Yes, your Got Anime membership will "stack" with other coupons. The 10% discount will be applied after coupon discounts. For example, a dvd set ($50 MSRP) is on sale on Rightstuf.com for 40% off MSRP using a coupon, so the sale price is $30. With Got Anime, the final price is $27 (total discount on dvd is 46% off).
            The example needs to be updated. With the exception of the In Stock sale, the studio sales don't use coupons anymore.

            (Q) Will the 10% discount be applied if I buy the Got Anime membership when (placing) my order?
            I fixed the question. I was fumbling over it a little, while I was reading it.

            (Q) Does Rightstuf.com charge extra for multiple shipments for an order?
            (A) If you do not ask a CSR to partial ship an order, then no. The shipping cost quoted in your order confirmation is what you pay in the end. That amount is prorated for each shipment based upon the cost of the shipped items. If you specifically request a partial shipment on an order, then there will (be) extra charges.
            I fixed the answer. I was stumbling over the last part, because one little word was missing.

            (Q) When will ***** anime dvd be up for preorder (it was just announced)?
            (A) As soon as Rightstuf.com obtains the SKU # for the dvd, it will be added to the product list.
            Perhaps we should use "[insert title]" instead of "***** anime dvd". Although, it's fine the way it is. Right Stuf sells more than just DVDs these days.

            (Q) Can I place an order using PayPal as the payment method?
            (A) Unfortunately, Rightstuf.com doesn't accept PayPal payments. One of the main reasons we cannot accept paypal payments has to do with backorders and preorders. Paypal requires that your payment be used completely immediately, so if you were to order an item that was not in stock or backordered, we would have to refund portions of payments (which is time consuming.) Also, you are not supposed to accept paypal payments for adult products.

            You can use the paypal debit card, which debits your paypal account like a debit card deducts from your bank account. Another suggestion is to not use the standard "send a payment" that paypal offers. Every on-line store can take the virtual Paypal Plug-in product. It generates a virtual card # on the fly that you can use on Righstuf.com. It also, since it acts as a "card" to the merchant, it can be charged multiple times for orders that break into multiple shipments.
            The Paypal Plug-in program is no longer available. It was discontinued last September.

            (Q) How can I tell if a Daily Deal is eligible for the Got Anime Discount?
            (A) On the page where you view a deal, an item is eligible if the following text is displayed under the Daily Deal price:

            "If you're a Got Anime! member, your membership discount will stack on top of the Daily Deal Discount price for an additional 10% off the Daily Deal Price!"

            When you check out, the Daily Deal item has a red asterisk (*) next to it even though it's still eligible for the GA discount. When you receive your e-mail order confirmation, the Got Anime saved amount should include the discount on the Daily Deal.
            The whole answer needs to be modified. The Daily Deals system was changed last year and it's very easy to tell if the item "excludes member discount" or not.
            Last edited by joelgundam01; 05-02-2011, 01:55 PM.
            Avatar: Satellizer el Bridget from Freezing
            Profile Picture: Yaya from Kikou Shoujo wa Kizutsukanai (Unbreakable Machine Doll)

            Comment


            • #7
              Originally posted by joelgundam01 View Post
              OK! I've read through the whole thing and there are a few things that need to modified/fixed.
              Thanks joelgundam01!. I simply removed the daily deals question since as you stated, it's now easy to tell if the GA discount will stack.
              Forum Moderator: Retail, General Anime, Gaming Goodness
              Avatar: Chiyochan loves her some VHS... nom nom nom...
              Stal... er check me out on Xbox Live

              Comment


              • #8
                I just noticed the Righstuf affiliate banner on the main site.
                Shawne and Rich, can you guys setup a simple url for linking to products like the old www.rightstuf.com/aod/<item #> trick? Also, is there a link we could use to direct people straight into the store instead of the Otaku Contest?
                Last edited by lockmastah; 05-03-2011, 02:38 PM.
                Forum Moderator: Retail, General Anime, Gaming Goodness
                Avatar: Chiyochan loves her some VHS... nom nom nom...
                Stal... er check me out on Xbox Live

                Comment


                • #9
                  For GA members: it looks like there is a Right Stuf / Got Anime Member Survey 2011 @ http://www.gotanime.com/gasite/. I got a coupon at the end of the survey.

                  Comment


                  • #10
                    Originally posted by WTK View Post
                    For GA members: it looks like there is a Right Stuf / Got Anime Member Survey 2011 @ http://www.gotanime.com/gasite/. I got a coupon at the end of the survey.
                    Thanks for the link!

                    Comment


                    • #11
                      Well, the website is down for me now.

                      Comment


                      • #12
                        Originally posted by Damius View Post
                        Well, the website is down for me now.
                        I tried a couple times after your post. No issues on my end.

                        Comment


                        • #13
                          Originally posted by WTK View Post
                          I tried a couple times after your post. No issues on my end.
                          Weird... Wonder why since everything except the TRSI website seems to work for me.

                          Comment


                          • #14
                            Originally posted by WTK View Post
                            I tried a couple times after your post. No issues on my end.
                            Site does work, but is painfully slow. Once it loads though, I don't see any mention of a survey.
                            Help get Higurashi: When They Cry on Steam!

                            New & Early releases thread | MAL profile | anime collection | Avatar: Kobato Hasegawa (Haganai)

                            Comment


                            • #15
                              Originally posted by cress2000 View Post
                              Site does work, but is painfully slow. Once it loads though, I don't see any mention of a survey.
                              Ok, so I'm not the only one. Was not patient enough I suppose.

                              Comment

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