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FREQUENTLY ASKED QUESTIONS |
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The page doesn't look right / Order troubles
I can't log in?
Where are the Items in my Shopping Cart?
Where are the products I ordered?
I'm not sure my order went through.
I'm having trouble registering or checking out.
How can I remove my name and contact information from the database?
Is there a catalog?
What video & DVD formats are available from Kleptomaniac.com?
Why do you not have the movie I'm looking for?
Why do some new VHS video titles cost so much more than the DVD?
Do you ship internationally?
Where do you ship KleptoBlue (adult merchandise)?
Do you ship KleptoBlue (adult merchandise) to Canada?
What does it mean if an item is "back-ordered"?
What is preordering? What happens when you preorder an item?
How to contact us
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The page doesn't look right / Order troubles |
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If the graphics are broken or the rollovers don't seem to work then check to make sure JavaScript in enabled. To do this, follow the following instructions:
If using Netscape 4.0 or above:
- Pull down the Edit Menu.
- Select Preferences.
- Click Advanced.
- Make sure there is a check mark in both Enable Java and Enable JavaScript or add one by clicking on the box.
- Click OK.
- Return to Kleptomaniac and continue shopping on the sly.
If Using Internet Explorer 3.0 or above:
- Pull down the Edit Menu.
- Select Preferences.
- Click Java.
- Make sure there is a check mark in both Enable Java or add one by clicking on the box.
- Click OK.
- Return to Kleptomaniac and continue shopping on the sly.
Some Windows users experience problems accessing our secure server when
registering or ordering. We recommend performing a Windows and Internet
Explorer Update. Please visit Microsoft's update page: http://windowsupdate.microsoft.com/
Netscape users should go to http://www.netscape.com and download the most
recent edition of the software. We also suggest that you download the full
install of the software, not the recommended version. |
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No: click to contact customer support
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I can't log in |
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If you forget your password, please send an email to password@kleptomaniac.com. We will send your password to the email
address we have on file.
Login names and passwords are case sensitive. That means if you used all capital letters when you registered, you must enter all caps when you log in. |
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No: click to contact customer support
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Where are the items in my Shopping Cart? |
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Kleptomaniac.com's vendors buy some of their products in limited quantities.
If you see something you want on Kleptomaniac.com, we suggest you buy it sooner rather than later, or else you may come back and find this message in
your pocket: "Sorry, all items sold out." While we will do our best to re-order sold-out products for you, way we cannot guarantee that the vendor will be
able to re-order your item(s). |
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No: click to contact customer support
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Where are the products I ordered? |
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Kleptomaniac.com uses multiple vendors from cities across the U.S. Items
from the same order will often arrive at different times based on availability and the location of the vendor(s). Please accept our apologies for any delays
and please don't wait till the night before that dinner party to order that sexy top! |
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No: click to contact customer support
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I'm not sure my order went through. |
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At the end of the order process you should receive a Congratulations notice
and an order tracking number. If you don't remember seeing this screen, check your email. You should receive a notice within 24 hours confirming
your order. If not, then please checkout again, and make sure to answer all the required fields. If you are still having problems please contact
customerservice@kleptomaniac.com and we'll get back to you within one
business day. |
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I'm having trouble registering or checking out. |
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Some technical problems are caused by outdated browsers. If you can't
upgrade or prefer not to, you can always contact us and we will take your order over the phone or through email.
If you are using Netscape or Internet Explorer browsers version 4.0 or above and are still having problems registering or checking out, please e-mail us at
customerservice@kleptomaniac.com or call 1.877.4MANIAC (1.877.462.6422) from 10 a.m. to 5
p.m., M-F, Pacific Time. |
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No: click to contact customer support
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How can I remove my name and contact information from the database? |
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Please send us an email to registration@kleptomaniac.com and type
"Remove" in the subject line, followed by your full name. We promise to remove you from our system and never bother you again. Really. |
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Is there a catalog? |
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Unfortunately, we do not have a catalog available. Since new products are being added often, any catalog we publish would become
outdated quickly. |
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No: click to contact customer support
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What video & DVD formats are available from Kleptomaniac.com? |
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All of the videos sold by Kleptomaniac.com are in VHS NTSC format. This is the video format used in North America, Japan and several other territories. These tapes will not play on PAL,
SECAM, or other video standard VCRs. They will play on multi-standard VCRs which include an NTSC format option.
All of our DVDs are also in NTSC format and contain North American country code information ("Region 1"). These discs will play on DVD machines intended for use in North America. A logo of a framed globe bearing the appropriate
regional number appears on each regionally encoded disc. Some discs from smaller, independent labels may not be coded, which means that they will play in any machine in any country. |
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Why do you not have the movie I'm looking for? |
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We are adding new video and DVD titles to our site every week. We specialize in films by, for, about and of interest
to gay, lesbian, bi and transgender (GLBT) people. If there's a GLBT-interest movie you're looking for that you can't
find on our site please e-mail us a request at moviefinder@kleptomaniac.com and we'll try to help you find it. |
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Why do some new VHS video titles cost so much more than the DVD? |
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Movies are often released on DVD and VHS simultaneously. The VHS versions are usually priced very high for the
video rental market. The prices generally drop within a few months to a "sell-through" price (for consumers to buy them) of $19.95 to $29.95. Since
DVDs were initially created as more of a consumer format (not for the rental market) they are usually available right
away at "sell-through" prices so consumers can buy them when they are first released. |
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Do you ship internationally? |
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No. At this time, Kleptomaniac only ships to the United States and Canada.
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Where do you ship KleptoBlue (adult merchandise)? |
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Due to restrictive postal laws, we cannot ship adult merchandise to certain states and ZIP codes in the United States. To see if we can ship to you, please make sure your
state or ZIP code does not appear on this list.
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Do you ship KleptoBlue (adult merchandise) to Canada? |
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No. We do not ship adult merchandise outside the United States at this time. |
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What does it mean if an item is "back-ordered"? |
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If an item is back-ordered, it means that the item is currently out of stock. If you back-order an item, we will ship it to you as soon as we get it in stock. All back-ordered
items show up in your cart under the separate, "back-order/preorder" heading. You will be charged an additional shipping charge for this item because it ships separately. Back-order shipping charges are
collected when the first part of your order ships.
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Did this answer your question?
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No: click to contact customer support
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What is preordering? What happens when you preorder an item? |
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Occasionally, we will let you preorder an item before it's released. Preordering an item is the best way to ensure that you get an item as soon as it comes out. Preordered items will show up in your cart under the separate, "back-order/preorder" heading. You will be charged an additional shipping
charge for this item since it ships separately. Preorder shipping charges are collected when the first part of your order ships.
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How to contact us |
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For problems or questions, please contact
customerservice@kleptomaniac.com or call 1.877.4MANIAC (1.877.462.6422). We respond to all inquiries within one business day. |
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