Frequently Asked Questions

Welcome to Video Ezy! These Frequently Asked Questions are designed to make your online and in-store shopping experience as convenient as possible. If you don’t find an answer to your query please feel free to email our friendly customer service team via enquiries@videoezy.com.au.

How to use our new website

Q: What products do you sell?

We have thousands of products available through our online store. Our massive database is updated daily and includes back catalogue, new releases and coming soon titles. We work closely with our local and some international suppliers to bring you the best product ranges available. Currently we offer the following formats: CDs, DVDs, Vinyl, Console Games, PC Games, Gaming Hardware & Accessories and some Merchandise. Our range is updated daily.

Console Games
We have a great selection of console games available across formats and genres including PS2, PS3, PSP, Playstation Vita, Nintendo Wii, Nintendo DS, Nintendo 3DS and Xbox 360.
* Please note, gaming hardware is only shipped to Australian addresses

Q: How do I make a purchase?

1. Once you’ve found an item you like, simply add the item to your cart via the "Buy" or "Pre-order button.
2. A confirmation box will appear to let you know the item has been added to the cart. Follow this process for each item you want to add to your Shopping Cart. You can keep track of the total items in your cart by just looking for the small Shopping cart icon in the upper right corner.

Checkout

1. Once you are finished shopping online, on the top right hand corner you can click on the "Cart” icon or the "View Cart & Checkout” link.
2. On the "View Cart” page, please check that the product(s), quantity is correct before Checkout.
3. Select your payment method from Credit Card or PayPal.
4. Please ensure your delivery address is correct.
5. Once you have confirmed your purchase, a confirmation email will be sent to your email address confirming the item(s) purchased and delivery address.

* Please note we will charge the full order amount immediately.

Q: What credit cards does Video Ezy accept?

All major credit cards including Visa, Visa Debit, MasterCard. We regret to advise we do not accept Visa Electron, Switch, Diners Club, AMEX or debit cards.

Q: I don't have a credit card, are there other payment options?

Video Ezy also accept online orders via PayPal.

To place an order using your PayPal account, add items to your Shopping Basket as normal then in the Cart page, select PayPal.

During the checkout process you will be asked to enter your PayPal login and review/alter your delivery address before returning to Video Ezy to place your order.

Q: When do we charge your PayPal account?

Similar to a standard credit card order, funds will be transferred from your PayPal account as soon as you place your order.

Please note: Due to restrictions with the PayPal system we are not able to combine outstanding PayPal orders.

Please note: Customers must have matching shipping address and country of residence defined in their PayPal profiles.

Q: What Fraud Prevention & Security process does Video Ezy enforce?

Procedures are in place to ensure the highest level of security when ordering with Video Ezy. We do not store any credit card information on our servers and all payments are processed via our secure payment service provider Eway. Eway are a PCI-compliant global payment gateway provider and they use the latest technology to protect your credit card information. All Video Ezy orders are placed using secure encryption (the Internet standard for secure transactions). Any losses sustained by the transmission of personal information by email or Internet links shall be borne exclusively by you.
Please note you may be contacted by our Payment Verification & Monitoring team to confirm details prior to the processing of your order. Any email from our Payment Verification & Monitoring team will be sent with direct reference to your purchase order number. Within this email we may ask for confirmation of your identity and address, particularly if there has been no recent activity in your Video Ezy account.
When the security details have been received, your account is flagged to ensure any future orders placed (where the payment method remains the same), will not be subjected to the same checks. We do recognise the inconvenience that this may cause some customers, but we also hope you will appreciate the extra steps we take to ensure your security is not compromised.

Q: How can I view my orders Pending/Shipped?

You can find out about the status of your order at any time by clicking on the My Orders link once you have logged into your account. This link is found in the footer of the site or in the top right hand corner of the site.
While we make every effort to deliver your order as soon as possible sometimes delays do occur with the postal service and our suppliers. Should a dispatched item not arrived within the estimated period, please note that we cannot investigate the non-arrival of your item until the expiry of 30 Days from your original shipment date.

Please note: international orders will need to be in transit for more than 60 days before an investigation is lodged.

Q: How long will it take for an out of stock title to be in stock?

Backorders:
Products listed on our website are usually available from suppliers within the time frame indicated on the item page. However, on occasion, suppliers may not be able to supply a title within that time frame at which point the title is placed on backorder. Unfortunately, we cannot always provide expected dispatch times for backordered titles.

Q: Why can't I find the title I want?

Our database is updated on a daily basis and is as accurate and up-to-date as the information provided to us. If you search for a title and it doesn't appear, then chances are that it's currently not available to us via our suppliers. Hundreds of new products are released every month, so please check our site regularly for updates.

Q: Will your DVDs play in my country?

Australian DVDs are formatted in PAL and encoded for Region 4 unless stated otherwise on our website. You may notice that some discs have multiple zones ensuring playback in other countries, providing your DVD player and television are both PAL compatible. Please refer to each individual item's page for this information and the next topic for details on region encoding.

Q: What are the "regions"?

A security system introduced to DVD at the request of Hollywood's major studios to ensure that DVDs released and sold in one region will not play on DVD machines in other regions. Movie distributors therefore maintain control over release dates of their films, as well as enabling discs to be produced that conform to different censorship laws, language and subtitle requirements. When a DVD disc is manufactured, a region code is applied at the authoring stage such that the final disc will play only on those players distributed in the designated world region.

There are 8 region codes in use throughout the world:

Region 1 - Canada, United States, U.S. territories, Bermuda
Region 2 - Europe, Western Asia, Egypt, Japan, Lesotho, South Africa, Swaziland, British overseas territories, French overseas territories, Greenland
Region 3 - Southeast Asia, South Korea, Hong Kong, Macau, Taiwan
Region 4 - Australia, New Zealand, Oceania, Central and South America, Caribbean, Mexico
Region 5 - Africa, Central and South Asia, Belarus, Mongolia, North Korea, Russia, Ukraine
Region 6 - Mainland China
Region 7 - Reserved for future use (found in use on protected screener copies of MPAA-related DVDs and "media copies" of pre-releases in Asia)
Region 8 - International venues such as aircraft, cruise ships, etc.

Additionally, DVDs may be encoded as Region 0, or Region All, which means that they are compatible throughout regions 1-6. Similarly, some DVDs region encoding may be listed as 1,2,3,4,5,6 which also indicates compatibility in all regions.
Blu-ray discs are also region encoded, with the regions being as follows:

Region A - Americas, East and Southeast Asia, U.S. territories, Bermuda
Region B - Africa, Europe, Australia, New Zealand, Oceania, Middle East, Netherlands, British overseas territories, French territories, Greenland
Region C - Central and South Asia, Mongolia, Russia, China

Some Blu-ray discs may also be multi-region, ie A, B and C, which means they are compatible in all regions.

Our website will list all the regions a particular DVD or Blu-ray title is compatible with. Regional codes are optional for the makers of DVD & Blu-ray discs themselves. The encryption system on each disc is the same which leads to the next question.

Q: Which Games format do I need?

Please read the following information carefully as it may impact your purchase decision.
There are 2 main types of format for console games - PAL and NTSC. This applies to Playstation 2, Playstation 3, XBOX 360 and Nintendo Wii.

• PAL games are primarily designed for Australia, New Zealand, United Kingdom and parts of Europe (including Germany, Netherlands, Sweden, France and Denmark).
• NTSC games are primarily designed for the USA, Canada and Japan.

Please note that it is the customer’s responsibility to ensure both their gaming console and television equipment is compatible with the games they are ordering.
Games attract strict manufacturer guidelines and return authorisation will not be issued for incorrectly ordered games.
If you are unsure which format of game to order, please refer to your console instruction manual. Alternately, we recommend you confirm the format of other titles in your collection. The majority of games will have a PAL or NTSC logo displayed on the cover.

Q: My disc won't work!

Quite often the cause of this can be due to discs that have been handled incorrectly (ie. fingerprints or scratches on the read surface, discs forcibly removed from their casing causing cracks). It is most unusual for a disc to be faulty in any way when manufactured. There are rare instances of faulty batches which usually result in product recalls. It is therefore imperative that you check for any of these problems before contacting us.

Occasionally discs have been found to not be compatible with certain players, which is why we encourage our customers to firstly check any problem discs on another brand of player.

In the case of Blu-ray discs, a dedicated Blu-ray player (such as the PlayStation 3) is required to play discs of this format.

Q: What is Digital Copy?

Digital Copy gives consumers the ability to copy the movie they buy on DVD to their computer hard disc or to a portable DVD player. Similar to what happens when you ‘import’ a CD bought to a Windows Media Player or iTunes. It is not to be confused with ripping, which is illegal for DVDs. To find out more please download the FAQ sheet.

Q: How do I retrieve my password?

To retrieve your password, please follow the instructions given below:

1. Once you’ve clicked on "Login” – please click on "Forgotten your password?”
2. It will now take you to a screen where you will be required to enter your email address to retrieve your password.
3. Click on "Recover Password”
4. An email will now be sent to your registered email address where you will need to click on the link to reset your password.

Q: How do I logout of my account?

To logout simply click on the "Logout” button, which is located on the top right hand side of the screen.

Please Note: In the interest of security it is extremely important that you logout of your account if you are using a public computer.

Q: Will DVDs play on my computer?

Generally speaking all DVDs play back on your home computer or laptop provided you have a DVD-ROM drive which is compatible with the region encoding of the disc. Most computer monitors will display both the NTSC and PAL signals. We do however advise you check your manual for verification before you proceed with purchase of DVDs.

Q: Why is my product not shrink-wrapped?

Unfortunately not all distributors shrinkwrap their products, however we guarantee that all product shipped from our distribution centre is brand new.

In-store information

Q: How do you become a member in-store? How old do you have to be and what ID do you need to show?

To become a member at a Video Ezy store you'll be required to complete and sign a membership application form. Generally you need to be 18 years of age or older to become a member, and there is no cost to join.

To support the application 3 forms of identification may be required eg: Medicare Card, Drivers License, Credit Card. We recommend taking the time to fully read and understand the terms and conditions associated with becoming a Video Ezy member. These terms and conditions form part of the membership application form you'll complete in store.

Q: How many days can you rent a New Release Movie, TV Series and Games?

Please check with your local store, as some stores may vary.

Q: Is there a reservation service?

Please check with your local store, as some stores may vary.

Q: Can I request a title to be ordered in by the store?

Many stores can order products for you to purchase if they do not have the product in stock. Please check with your local store, as some stores may vary.

Q: How much do I have to pay each day in over-due fees?

Please check with your local store, as some stores may vary.

Q: Is it possible to get an extension on a rental at a discounted rate?

Please check with your local store, as some stores may vary.

Q: Does Blu-ray cost the same to rent as DVD?

Please check with your local store, as some stores may vary.

Q: What’s the deal with renting TV Series – are they rented per disc or per series?

Please check with your local store, as some stores may vary.

Q: Are there any days where I can rent a New Release at a cheaper rate?

Many stores have special deals on different days of the week. Please check with your local store, as some stores may vary.

Q: If I'm a Video Ezy member at one store, does that membership transfer to stores nationally? If not, can I sign-up as a member at a different Video Ezy store and have more than one membership?

Your Video Ezy Membership in most cases will be valid only at the store where you originally signed up. You may be able to hold multiple memberships - it would be best to identify which additional stores you'd like to join and then contact them directly to check membership requirements and conditions.

Ezy Entertainment

Q: What is Ezy Entertainment Magazine?

Ezy Entertainment, our in-store and online magazine published every month, is your definitive source of news and information on the latest releases, recent trends in the industry, hints and tips, and great Video Ezy competitions and special offers. Pick up your copy of Ezy Entertainment from your local Video Ezy, or download your copy from the Magazine Archive of the Ezy Entertainment section.

Q: Where can I go to download the Video Ezy - Ezy Entertainment magazine from your site?

The latest version of the Ezy Entertainment magazine can be found via the News & Interviews page!

Q: Where can I find the code words to enter the online competitions?

Comp code words can be found on the Ezy 2 Win section of Ezy Entertainment Magazine. Pick-up a copy in-store, or go to our Magazine Archive and download your copy online.

Q: What is Your Say?

Your Say allows Video Ezy members to send in their movie, games and TV series reviews, for the opportunity to win a DVD prize pack and have their review published in the Ezy Entertainment Magazine. For more details, click on Ezy Entertainment and go to the Magazine Archive.

Q: What is Kid of the Month?

You don't have to be a grown-up to love Movies, TV Series and Games! Kid of the Month is a feature written for kids, by kids and included on the Family Fun page of Ezy Entertainment Magazine. Our favourite Kid of the Month entry will have their photo and review/drawing featured in the magazine, plus they will win a great kids prize pack. For more details, click on Family & Kids and go to the Kid of the Month page.

Special offers

Q: What are the terms and conditions of the Rental Guarantee offer?

A Free Overnight Rental Voucher will be issued for the nominated ‘Rental Guarantee’ title if the nominated title is unavailable to rent. Normal membership & hiring conditions apply. Limited time only. Not valid in conjunction with any other offer. Limit of one voucher per membership. Not transferable or redeemable for cash. Only valid at store of issue. Late fees/Extended rental fees will be charged at the regular overnight new release rental rate. Offer only available from shelf date of nominated title. At participating Video Ezy stores. Excludes Blu-ray discs.

Look for the Rental Guarentee logo on selected titles eligible for this offer.

Q: What are the terms and conditions of the Price Guarantee offer?

‘You’ll buy our Price Guarantee title for the cheapest price in Australia or we’ll beat any lower advertised price by $1.’ (Only applies to nominated Price Guarantee title). *You may find a commercial advertisement by a competitor at a lower price than our advertised price in the 10 days from the advertised Video Ezy release date. If so, simply bring in the advertisement and if we haven’t discounted our price already, we will beat the competitors advertisement by $1 instantly. A copy of the competitor’s advertisement must be presented to obtain offer. In the event that you have already purchased an identical product from Video Ezy in the 10 days from the advertised Video Ezy release date we will refund you the difference plus $1(Excludes clearance and percentage off promotions). Only valid at original Video Ezy store of purchase. If you have already purchased an identical product from Video Ezy proof of purchase must be presented to obtain offer. Competitors must be in stock of the item. Offer valid on identical product version and edition in stock at a local retailer. Offer valid 10 days from the advertised Video Ezy release date. While stocks last. At participating Video Ezy stores.

Look for the Price Guarentee logo on selected titles eligible for this offer.

Q: What are the terms and conditions of the Quality Guarantee offer?

‘We guarantee quality on all Ex-Rental DVDs & Games or return it for exchange’. If, within 14 Days from purchase, a Video Ezy Ex-Rental DVD or Game is faulty simply return it to the store of purchase and you will receive an identical product in exchange.Exchange for identical product version or edition. If the identical product is not available Video Ezy will refund the purchase price. Proof of purchase must be presented to obtain offer. Only valid at original Video Ezy store of purchase. Excludes damage arising from misuse or defective hardware. At participating Video Ezy stores.

Q: What are the terms and conditions of the Supersize offer?

At participating stores. While stocks last. Limit 1 per title per customer. New Release title must be rented or bought to be eligible to buy Supersize title for specified amount. Not to be used in conjunction with any other offer. Limited time only. ‘SSP’ refers to ‘Suggested Sale Price’. See in-store for conditions. # Saving based on Recommended Retail Price as recommended by distributor.

Look for the Supersize logo on selected titles eligible for this offer.

Q: What are the terms and conditions of the Upsize offer?

At participating stores. While stocks last. Limit 1 per title per customer. New Release title must be rented or bought to be eligible to buy Upsize title for specified amount. Not to be used in conjunction with any other offer. Limited time only. ‘SSP’ refers to ‘Suggested Sale Price’. See in-store for conditions. # Saving based on Recommended Retail Price as recommended by distributor.

Look for the Upsize logo on selected titles eligible for this offer.

Q: What are the terms and conditions of the Gift With Purchase offer?

At participating stores. While stocks last. Limited time only. One gift with purchase of specified title only. ‘SRP’ refers to ‘Suggested Retail Price’. See in-store for conditions.

Look for the Gift With Purchase logo on selected titles eligible for this offer.

Q: What are the terms and conditions of the Only to Rent offer?

At participating stores. Limited time only. While stocks last. See in-store for conditions.

Look for the Only to Rent logo on selected titles eligible for this offer.

Q: What are the terms and conditions of the Premiere Movie Event offer?

At participating stores. Limited time only. While stocks last. See in-store for conditions.

Look for the Premiere Movie Event logo on selected titles eligible for this offer.

Q: What are the terms and conditions of the 2 for $30 retail offer?

At participating stores. Limited time only. While stocks last. ‘SSP’ refers to ‘Suggested Sale Price’. ‘SRP’ refers to ‘Suggested Retail Price’. See in-store for conditions.

Look for the 2 for $30 logo on selected titles eligible for this offer.

Q: What are the terms and conditions of the 2 for $30 Ex-Rental offer?

At participating stores. Limited time only. While stocks last. ‘SSP’ refers to ‘Suggested Sale Price’. ‘SRP’ refers to ‘Suggested Retail Price’. See in-store for conditions.

Look for the 2 for $30 Ex-rental logo on selected titles eligible for this offer.

Can't Find An Answer?

If you can't find an answer to your question on this page or our FAQ, please contact us via enquiries@videoezy.com.au.