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  • lockmastah
    started a topic 1 and Only Rightstuf.Com Thread/FAQ

    1 and Only Rightstuf.Com Thread/FAQ

    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, 01:51 PM.

  • Digi_Michael
    replied
    Originally posted by psychopuppet View Post
    I see all my open orders now say . Is this something new or is there issues with my account ? Kind of a little confusing in the wording .
    This is a glitch that we're working to fix as soon as possible. Thank you for bringing it to our attention.

    Leave a comment:


  • Digi_Michael
    replied
    Originally posted by jakewil85 View Post
    Closed orders also show that "Product that doesn't require shipping" and I already got all my packages. Rightstuf need to clarify on that wording.
    This is a glitch that we're working to fix as soon as possible. Thank you for bringing it to our attention.

    Leave a comment:


  • jakewil85
    replied
    Closed orders also show that "Product that doesn't require shipping" and I already got all my packages. Rightstuf need to clarify on that wording.

    Leave a comment:


  • psychopuppet
    replied
    I see all my open orders now say
    Product that doesn't require shipping
    . Is this something new or is there issues with my account ? Kind of a little confusing in the wording .

    Leave a comment:


  • Digi_Michael
    replied
    Originally posted by Spoofer View Post
    Is this still behind-the-scenes RightStuf policy?

    "[...] what you can do is place an order for all in stock items, even if it's just a simple $1 blind box, and once we process that order, the system will pull any open orders you have containing in stock items and ship it with that in stock order."

    As in, so long as one order is qualified to ship, all in-stock items from all open orders (which may otherwise be held up by pre-ordered items) should ship? That's how I've always come to expect RS to operate in the nearly 20 years I've been ordering from them.

    I've had two orders held up by their pre-orders for a couple months now, containing OOP and now OOS Aniplex titles, as well those monthly Kodansha GWP pins, and even though I've received a total of 10 shipments since then (including an order I made after the suggestion above by RS CS), none of the items have shipped, and I'm wondering what is going on with these two orders, or if RS simply changed that backend policy in general. Has anyone else noticed a change? Otherwise I'm gonna have to wait until June to see if I ever get these OOS Aniplex BDs and GWPs, and will have to cross my fingers that even if I do, that they'll be undamaged.

    Tried working it out with CS but they closed the case before I even had a chance to reply. =/
    We'd love to look into this to see if there's a reason that back end trick didn't work. Could you please DM us with the order numbers in question?

    Leave a comment:


  • Spoofer
    replied
    Is this still behind-the-scenes RightStuf policy?

    "[...] what you can do is place an order for all in stock items, even if it's just a simple $1 blind box, and once we process that order, the system will pull any open orders you have containing in stock items and ship it with that in stock order."

    As in, so long as one order is qualified to ship, all in-stock items from all open orders (which may otherwise be held up by pre-ordered items) should ship? That's how I've always come to expect RS to operate in the nearly 20 years I've been ordering from them.

    I've had two orders held up by their pre-orders for a couple months now, containing OOP and now OOS Aniplex titles, as well those monthly Kodansha GWP pins, and even though I've received a total of 10 shipments since then (including an order I made after the suggestion above by RS CS), none of the items have shipped, and I'm wondering what is going on with these two orders, or if RS simply changed that backend policy in general. Has anyone else noticed a change? Otherwise I'm gonna have to wait until June to see if I ever get these OOS Aniplex BDs and GWPs, and will have to cross my fingers that even if I do, that they'll be undamaged.

    Tried working it out with CS but they closed the case before I even had a chance to reply. =/
    Last edited by Spoofer; 04-03-2019, 03:11 PM.

    Leave a comment:


  • Art-chan
    replied
    There's a new option under "Account Overview" that I don't remember seeing before called "Ordered Items" and it looks like it shows my order history as far back as 2013 WITH INDIVIDUAL ITEMS AND PICTURES!! [I'm not sure how long it's been there, but this is the first time I've seen it.] It's nice, but it seriously NEEDS A SEARCH OPTION! Before Got Anime changed the rules I ordered a gazillion things so as it is right now doesn't help that much, but it is nice to have now. Most of my order history since 2016 is saved in my email so that's still the fastest way for me to check more recent older orders.

    Leave a comment:


  • EmperorBrandon
    replied
    Originally posted by Art-chan View Post
    I wonder if it may have to do with the items we got. Maybe yours is a more popular item so they want it back??
    Yeah, you could be right. It might depend on the publisher of the item.

    Leave a comment:


  • Art-chan
    replied
    Originally posted by EmperorBrandon View Post
    Well, I just heard back after opening a case, and doesn't look like that's going to be the case for me. They said they would charge me for it if I kept the second copy, but that they would send me a shipping label if I wanted to ship it back so that it doesn't cost me anything. I'm rather miffed that I have to go through this (not out any money at least, but still a hassle as sending a package back is something I've never done before), but I don't really have anyone to give the extra copy to, so I might go ahead and do it. Though the fact I am being treated differently from someone else this happened irks me too. I might want to trying a different avenue (like call or chat mentioned by the rep here) pointing that out. Still split over what to do.
    I'm sorry to hear that. It may depend on the rep you get. I forget who mine was since it was ages ago. At least they aren't going to charge you because that would just be wrong. I wonder if it may have to do with the items we got. Maybe yours is a more popular item so they want it back??

    Leave a comment:


  • EmperorBrandon
    replied
    Originally posted by Art-chan View Post

    I was told I could keep it, so I gave it to a co-worker interested in Anime. Now, there's no guarantee the same thing will happen to you, but the right thing to do would be to ask customer service what to do with the extra copy. (Note: I did NOT have to pay for the extra copy since they were the ones that sent it in error.)
    Well, I just heard back after opening a case, and doesn't look like that's going to be the case for me. They said they would charge me for it if I kept the second copy, but that they would send me a shipping label if I wanted to ship it back so that it doesn't cost me anything. I'm rather miffed that I have to go through this (not out any money at least, but still a hassle as sending a package back is something I've never done before), but I don't really have anyone to give the extra copy to, so I might go ahead and do it. Though the fact I am being treated differently from someone else this happened irks me too. I might want to trying a different avenue (like call or chat mentioned by the rep here) pointing that out. Still split over what to do.

    Leave a comment:


  • Digi_Michael
    replied
    Originally posted by EmperorBrandon View Post
    I've just had yet another oddity with a Right Stuf order. A few days ago Konohana Kitan Blu-ray (finally) shipped out, and also some manga volumes from a different order. When I got my packages in today, I found that I had gotten 2 of the Konohana Kitan Blu-ray, one packed in with my manga, and another in a separate box. I never ordered two copies, and was never charged for a second copy either. What is the proper procedure to do in this case? Will I have to pay to return the copy I'm not supposed to have?
    We're sorry about the error. Please contact our Customer Care Team at 800-338-6827, email or live chat via the Help option at the top of our webpage.

    Leave a comment:


  • Digi_Michael
    replied
    Originally posted by lk09 View Post
    Cheery on top after receiving the rest of my order is they are not shrink wrapped despite me paying for each book in the order. Not that I care about the small amount of money, but more about that actual shrink wrap. Figured this would happen after my first shopping slip said shrink wrap x10, which is an extra 5 bucks I?m more than willing to pay as long as they actually do it.
    I'm sorry to hear that the items you requested to have shrink wrapped were not. Could you please message me directly with your order number so someone can look into this further? We apologize for the inconvenience.

    Leave a comment:


  • EmperorBrandon
    replied
    Originally posted by Art-chan View Post

    Hopefully that helps you.
    Ah thanks. Well, I'll give it a try as I do want to inform them of the error.

    Leave a comment:


  • Art-chan
    replied
    Originally posted by EmperorBrandon View Post
    I've just had yet another oddity with a Right Stuf order. A few days ago Konohana Kitan Blu-ray (finally) shipped out, and also some manga volumes from a different order. When I got my packages in today, I found that I had gotten 2 of the Konohana Kitan Blu-ray, one packed in with my manga, and another in a separate box. I never ordered two copies, and was never charged for a second copy either. What is the proper procedure to do in this case? Will I have to pay to return the copy I'm not supposed to have?
    This exact thing happened to me a few months back! Here's what I did. I contacted customer service and explained I got 2 copies of some Lupin Blu-Ray when I only ordered one and hadn't been charged for the second. I asked if they wanted me to keep the extra copy or send it back. I was told I could keep it, so I gave it to a co-worker interested in Anime. Now, there's no guarantee the same thing will happen to you, but the right thing to do would be to ask customer service what to do with the extra copy. (Note: I did NOT have to pay for the extra copy since they were the ones that sent it in error.)

    Hopefully that helps you.

    Leave a comment:

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