Frequently Asked Questions

If you have any questions to ask Hmongflix, please read our FAQs below as we have provided the most frequent questions asked by our members. If you still cannot find the answer to your question click here to send us an e-mail and we'll get back to you as soon as possible.

It’s been over 7 days and I haven’t received my DVD(s).
Hmongflix uses the services of the US Postal Service to deliver its DVDs, and occasionally there are delays. If you have any questions concerning the delay of your order, or to report it lost, please refer to our Contact Us section on the website. If you have received the DVD(s) please note that any misplaced, lost, or stolen items will be billed to your account. In any case, we understand that mishaps occur all the time and there is no rush to replace the lost items. Simply be sure to report them accordingly, and Hmongflix will continue to send new dvds as listed on your queue DVD theft is considered mail fraud, which is a felony that carries a sentence up to 5 years in prison and/or fines up to $250,000. Violators will be investigated and prosecuted.
How do you keep my transactions safe?
Keeping your personal information secure is our top priority at Hmongflix.com. Every transaction is protected by a secure 128 bit SSL connection. All information sent from customers to our servers are encrypted by SSL and Secure Certificates. In addition, our database is secured by a firewall to ensure protection from hackers.
Do you sell customer data?
Your name will never end up on a mailing list as a result of becoming a member of Hmongflix. We NEVER release information about our members to a third party.
What is your address?
Hmongflix PO BOX 581852 ELK GROVE CA 95758-0031
When you sign up with Hmongflix, you are asked to provide an active e-mail address. This e-mail allows us to keep you updated on business-related information, as well as to send you notices regarding your account. Please remember to check your e-mail regularly for important notices and changes.
Can I display my Hmongflix DVD(s) I rent at public events?
No. Displaying a DVD at public events violates “performance rights” laws, where permission may only be granted by the copyright owner. Neither Hmongflix, DVD purchases and renters are allowed to display copyrighted videos in public.
Can I make a copy of the DVD?
No. Copying a DVD violates copyright laws. Any violation is subject to severe penalties that may include up to 5 years in jail and/or a $250,000 fine.
Do I need to sign or mail in anything in order to start services?
No. When you open your account on Hmongflix’s website, you agree to the terms and conditions.
Why are some of the DVDs hand-labeled? Are they duplicated/pirated?
No. All DVDs per the U.S. Copyright Act are original copies. Many of our DVDs are made from small, home based companies, who may choose to hand-label their own DVDs. The way you receive the DVDs, is the way they were received from the manufacturer.
What if I lose or damage a DVD?
Any lost or damaged DVD(s) during your possession will be billed to your account. Please notify any lost or damaged items immediately by logging into your account, and reporting through our “Contact Us” page.
How does billing work?
Rental plans are billed on a monthly basis. Your account will be billed on your monthly anniversary date unless you cancel.
Do you charge sales tax?
California residents pay 7.75% sales tax.
How long will it take to get my videos?
When you have an open rental slot, we make every effort to ship your DVD as soon as inventory is available. DVDs usually arrive within 2 to 4 days, but occasionally some may take longer than 4 days to arrive because of postal delays. Orders received on Sundays and holidays are processed the following business day.
Are there any places you won't ship to?
We ship anywhere in the continental United States.
How are your DVDs sent?
All our discs are sent by first class mail. If you're returning our DVDs at your local post office, you may return DVDs sent in our mailers through the metered mail slot, if available.
I lost the prepaid return envelope used for returning the DVD.
If you misplaced one of our prepaid return mailers, please contact us for shipping instructions.
I sent back a DVD but never got the next one in My DVD Request List.
As soon as Hmongflix receives your DVD(s), we will process your next title(s) within 24 hours (business day). The best way to get an idea of when your DVD(s) will arrive is to check your account for return and delivery confirmations. If you have not received a confirmation and it has been 7-10 days, please go to Hmongflix’s Contact Us section and report the DVD(s) as “already returned.”
When will I get my DVD(s)?
Hmongflix will send you a new DVD as soon as we’re alerted that you have an open rental slot. If the DVD is in our inventory, we will send it within 24 hours. Expected time of delivery is typically 2-4 days, but may be longer if there are postal delays. If your order comes in on a Sunday or holiday, it will be processed the next business day.
What is Express Return?
Express Return is a feature to help members get their DVDs faster and will be available 5 days after DVDs are shipped. When members select this feature, it will allow them to receive the next DVDs on their Queue list while the ones they checked out are in the mail coming back to us.
How long can I keep a DVD movie?
You can keep a movie for as long as you want without late fees, or any other penalties as long as you are a member!
Why can’t I login to my account?
Please check the username and password carefully. Your username is the email address you used to sign up. The password is case sensitive so make sure the “caps lock” button is not on. If that still doesn’t work, use the Forgot Password link to have your password emailed to you.
How do I cancel my membership?
You can cancel your membership at anytime by going to My Account > Subscription Plan > Cancel My Account to cancel your membership. *Please note that your account can NOT be fully cancelled if you have any DVDs checked out or have debts. **Upon cancellation of your membership, you are required to return the DVDs within seven days following any cancellation of the service or be subject to charge for unreturned DVDs.
How many movies can I check out at once?
How many DVDs you can check out depends on the plan you have chosen. For example, if you have chosen our 3 DVD plan, you can check out 3 DVDs at once. After you’re finished viewing them, you can return all 3 DVDs to receive 3 new titles from your Request List, or return 1 or 2 as you watch them, and Hmongflix will process 1 or 2 new titles to deliver to you. It all equals to a fair trade, and you will always have 3 DVDs out at once.
What is "My Queue"?
“My Queue” is also known as your “Request List” and contains all the movies you would like to view. Your list may be updated at any time, and you can always edit which you’d like to view first so that Hmongflix can process your order accordingly. Titles are shipped in accordance to “My Queue”, and when you return one movie, we immediately ship the next available title on your list. Browse the Hmongflix site to view for movies, and click “Rent It” to add to your “Queue.” You may adjust the order of the DVDs by clicking on the arrow up or down. You may remove a DVD title completely by selecting “x” by the DVD title in your “Queue.”
Why do I sometime receive the second or third disc in my DVD Request List before the first. Why does this happen?
Hmongflix will make every effort to send you your highest priority title, but sometimes a popular title may be unavailable. In such a case we will process the next high priority DVD on your “MY Queue" list. This enables you to maximize your membership by always having great movies to watch.
How do I report a shipping problem or a disc that won't play?
Please refer to our Contact Us section to report any problems in shipping or problems with your DVD. **If your DVD is skipping, try washing with mild soap or window cleaner. If the problem persists, please proceed to report it to Hmongflix so that we can immediately remedy this with either the same title or a new title from your Request List.
What if the DVD(s) arrive damaged?
Damages that occur before coming into your possession will not be billed to your account. Please notify us via our “Contact Us” section within 24 hours of receipt and we will send you another DVD. Please return the damaged DVD as soon as possible.
I have a gift certificate. How do I redeem it?
You may redeem a gift certificate by going to our “Buy Gift Certificate” section and enter the voucher code. Please note that in order to redeem a gift certificate you must be at least 18 years old, have a valid credit card, an active email address, and agree to our Terms of Use. Charges on your credit card will only occur if you decide to continue using our services beyond the gift certificate subscription period.
Is it legal to rent out DVDs?
Yes. It is legal to rent out lawfully acquired, original copies of DVDs, in accordance with the First Sale Doctrine Title 17 of the U.S. Copyright Act.
Are you legally allowed to use images of DVDs on your website?
Yes, this ability is allowed under the “Fair Use” provision of the U.S. Copyright Act.
Is there an age requirement at Hmongflix?
You must be over 18 years of age, and be able to certify this before you open an account with Hmongflix. Renting DVDs makes one accountable, and a business cannot enforce the items of a contract on someone under the age of 18. Children are welcome to rent DVDs as long as their parents agree to be responsible on the account.
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