Anime/Manga - 1 and Only Rightstuf.Com Thread/FAQ (Oct. 10, 2011)

This is not an official Right Stuf document.

I am posting this to start a new thread so that the FAQ post can be edited when necessary.
Right now this is just a copy of the previous post. I will edit it as I find things that need to be changed.
If you have any additions or corrections please post them here.

Previous 1 and Only Rightstuf.Com Thread/FAQ (08/03)

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.

These are links to other pages with useful information about shopping at Right Stuf:

Search help
http://www.rightstuf.com/rssite/search/help/
This is help for the "Quick Search" box at the top of the Right Stuf main page and the bottom of most of the store pages. It is not for the Advanced Search page.
If you are not familiar with the new (as of June 2012) Quick Search please check it out. It is now very powerful.

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/

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

TRSI buying guide (maintained by red_hamsterx)
http://www.mania.com/aodvb/blog.php?b=453

TRSI Firefox and Safari Shortcuts
http://web.archive.org/web/200708112.../firefox.shtml

Got Anime? member's site:
http://www.gotanime.com

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!

This is a list of the questions in the FAQ

These are just the questions. This list is intended to make it easier to see if your question is in the FAQ.
The questions with the answers are below this list.

(Q) Can I use a coupon and my Got Anime membership discount on an order?
(Q) Can I use my Got Anime membership discount on preorders?
(Q) Can I use my Got Anime membership discount on weekly / bargain bin specials?
(Q) Will the 10% discount be applied if I buy the Got Anime membership when place my order?
(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 #?
(Q) I lost my Got Anime card and don't remember my membership #, what should I do?
(Q) Why is my Got Anime discount not showing when I place an order on the web site?
(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?
(Q ) If I move, how do I make sure the billing address associated with my Got Anime membership is updated?
(Q) How will I know my Got Anime membership has expired?
(Q) How do I renew my Got Anime membership before it expires?
(Q) My Got Anime membership expired, can I still renew it?
(Q) When does Right stuf ship items? Are they shipped as they come in stock, or held until all items are available?
(Q) Does Right Stuf charge extra for multiple shipments for an order?
(Q) How does free shipping work?
(Q) What do the Product Availability phrases mean?
(Q) What do all these status phrases on my Account page mean?
(Q) Can I use a coupon more than once?
(Q) Can I use more than one coupon on an order?
(Q) When do coupons expire? I tried to use a coupon before the deadline, but I wasn't able to.
(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?
(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."
(Q) I have a few orders that I used coupons on. Can I combine these orders together?
(Q) How come ***** anime dvd is only 10% off MSRP instead of the usual 25%?
(Q) When will ***** anime dvd be up for preorder (it was just announced)?
(Q) Will I receive an e-mail confirmation for an order I just placed on the web site?
(Q) Can I use a different shipping address than the one I used for billing?
(Q) Can I place an order using PayPal as the payment method?
(Q) Usually the order status page is updated daily, but it has not been updated today yet. What happened?!
(Q) How can I tell if a Daily Deal is eligible for the Got Anime Discount?

ANSWERS

(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).
(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 the phrase "Excluded from Membership Discounts" will appear under the price on the item page.
(Q) Will the 10% discount be applied if I buy the Got Anime membership when place 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) 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 number is no longer needed. Got Anime is linked to the billing address you entered when applying / ordering the membership and the discount will be automatically applied to your order. 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.
(Q) I lost my Got Anime card and don't remember my membership #, what should I do?
(A) You don't need the membership # to place an order. See the above answer.
(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.
When the order is posted to your account page the prices there will show the 10% discount.
(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.
(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) When does Right Stuf ship items? Are they shipped as they come in stock, or held until all items are available?
(A)We are doing partials worldwide based on many factors, mostly including time - holding orders indefinitely isn't good for us.
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:

For international orders:
In general, if your order is more than 3-4 months old, we may 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.

For domestic orders:
- We will make a partial shipment of items that were in stock when the order was received.
- If $100 dollars of an order is in stock and available, those items will be shipped.
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.

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. This would result in several different credit card charges on one day. This might freak out a few card companies or even our customers.
- 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 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 ($250 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 $250 USD.
(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 on my Account page mean?
(A) For each order that is listed on your Account page on the Right Stuf web site, you will see one of the following statuses:

All backordered - Nothing has been shipped yet
Partially backordered - Some items are still on order
Shipped - all items on the order have been shipped
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 canceled
Please contact Customer Service for status update - contact customer service at info@rightstuf.com, 1.800.338.6827 or 1.515.252.6116

For each item that is in an order you will 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 ***** 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.
(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)Domestic orders can be sent to a work address if the name of the company is in the shipping address.

International shipments must be sent to the billing address.
(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, but it has not 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.
(Q) How can I tell if a Daily Deal is eligible for the Got Anime Discount?

(A) Daily Deal items are normally eligible for the Got Anime? membership discount.
If a Daily Deal item is not eligible then this statement will be on the item page under the price:

"Excluded from Membership Discounts"
If you do not see that statement then the item will receive the 10% GA discount.

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.

EDIT: I removed the reference to the Virtual Paypal Plug-in, which is no longer available.
EDIT: Changed the wording for how to tell if an item is eligible for the Got Anime? discount.
EDIT: Removed outdated information about international shipping.
EDIT: Made changes regarding the status of orders on the Account page.
EDIT: Updated the answer about shipping to a different address
EDIT: Added a disclaimer to the top of the post
EDIT: Added numbers to the questions and a list of the questions at the top of the post.
EDIT: Changed question 29 by removing "at around 1:00 AM Central time. " because that is no longer true for my account.
EDIT: Added a link to the new Search Help page.
EDIT: Changed the threshold amount for free shipping to Canada