1 and only RightStuf.com Thread / FAQ - (3/06)

[Kellory]

Wolve said:
Previous 1 and only RightStuf.com Thread / FAQ - (2/01)

PLEASE READ THE BELOW FAQ BEFORE POSTING

Please post any Rightstuf.com unanswered questions / issues in this thread.

<font color="red">If you have a specific problem with an order, please contact TRSI 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.</font>

Additional FAQs
http://www.rightstuf.com/customer/faq.shtml

<font color="green">**Newletters / Coupons</font>
http://www.rightstuf.com/free/free.shtml

<font color="blue">(Q) Can I use my Got Anime membership discount with dvd preorders that are 25% off?</font>
(A) Yes, the Got Anime discount will "stack" with this price. You will get 10% off the 25% off preorder price, resulting in a 32.5% total discount.

<font color="blue">(Q) Can I use a coupon and my Got Anime membership discount on an order?</font>
(A) Yes, your Got Anime membership will "stack" with other coupons (see the above question for an example of how the discount will stack).

<font color="blue">(Q) Can I use my Got Anime membership discount on weekly / bargain bin specials?</font>
(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.

<font color="blue">(Q) Why is my Got Anime discount not showing when I place an order on the web site?</font>
(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." Your order status page should also include the Got Anime discount.

We are currently working on a better solution. However, your discount will be applied. If you have any problems with pricing, please contact info@rightstuf.com and they will be promptly addressed. As long as your membership is active, it is tied to your billing address. Please make sure you inform us to changes in your billing address, so that your discount can follow you (and also so your new releases newsletter keeps coming!)

<font color="blue">(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?</font>
(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.

<font color="blue">(Q) Will the 10% discount be applied if I buy the Got Anime membership when place my order?</font>
(A) Yes. Please purchase the membership and use "newmember" as the member number. 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." You can continue to use "newmember" until you receive your membership card.

<font color="blue">(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 #?</font>
(A) Use "newmember." You can continue to use "newmember" until you receive your membership card.

<font color="blue">(Q) I lost my Got Anime card and don't remember my membership number, what should I do?</font>
(A) Using "newmember" is fine, but the real matching is done based on comparing billing addresses for the new order that you are placing, and the order in which the Got Anime membership was purchased. The number is just a backup in case someone notices a problem with the order.

<font color="blue">(Q ) If I move, how do I make sure the billing address associated with my Got Anime membership is updated?</font>
(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.

<font color="blue">(Q) How will I know my membership has expired?</font>
(A) You should recieve Got Anime newletters in the mail every month or so. The expiration date of your membership is printed on the front. If you haven't recieved any newsletters, you can always contact customer service.

<font color="blue">(Q) Does TRSI ship items as they come in stock, or hold a shipment until all items are available?</font>
(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.

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.

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:
<ul type="square">
<font color="green">[*]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.</font>[/list]TRSI will also try to combine multiple partial shipments for different orders into one shipment. Here are some additional notes about partial shipments:
<ul type="square">
<font color="green">[*]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.</font>[/list]<font color="blue">(Q) Does TRSI charge extra for multiple shipments for an order?</font>
(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.

<font color="blue">(Q) How does free shipping work?</font>
(A) Only US customers are elgible for free shipping. If the total cost of shopping cart is $49 or more (before coupons), then your order is elgible 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.

<font color="blue">(Q) Why is RightStuf's international shipping so expensive?</font>
(A) The shipping method recently changed from Deutsch Post to Fed Ex Mail International.

<font color="blue">(Q) Why does RightStuf not provide an alternative cheaper shipping option for international customers?</font>
**This question is as yet unanswered, if you know the reason for this please post it here.

<font color="blue">(Q) What does the it mean when an item in my order is listed as "Reserved For Your Order"?</font>
(A) This means the item is in stock and set aside to be shipped to you. TRSI 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 TRSI may have a problem with inventory you may not get your product, but those occurrences should be extremely rare.

<font color="blue">(Q) What do all these status phrases mean?</font>
(A) For each shipment that is listed on an order on our web site, you will see one of the following statuses:

<font color="green">Not Yet Shipped</font> - one or more items is on order from manufacturer
<font color="green">Shipped</font> - the items on are on their way to you
<font color="green">Processing</font> - the order is being reviewed, or the order has entered the shipping process (card authorized, product being packed in the warehouse).
<font color="green">Cancelled</font> - the order has been cancelled
<font color="green">Please contact Customer Service for status update</font> - 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):

<font color="green">Reserved For Your Order</font> - 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.
<font color="green">Processing</font> - part of an order that has entered the shipping process
<font color="green">Shipped</font> - item should be on its way to you
<font color="green">On Order From Manufacturer</font> - backordered, and we're working on getting it for you
<font color="green">"Cancelled by manufacturer or per your request" or "Cancelled"</font> - for some reason, this item was removed from your order
<font color="green">Order has been received</font> - part of a new order with us, that is in the process of being reviewed
<font color="green">Gift product</font> - something you're getting for free from us (possibly a catalog, flyers, etc.)
<font color="green">"Authorized for Return," "Partial Exchange" or "Item exchanged"</font> - if you have requested an RA # for this item
<font color="green">Item Returned</font> - we have received the item you requested an RA # for
<font color="green">Refused shipment</font> - the package was refused when delivery was attempted
<font color="green">Item Undeliverable</font> - there was a problem delivering the package


<font color="blue">(Q) Can I use a coupon more than once?</font>
(A) This depends upon the terms of the coupon.

<font color="blue">(Q) Can I use more than one coupon on an order?</font>
(A) No, only one coupon can be applied to each order.

<font color="blue">(Q) When do coupons expire? I tried to use a coupon before the deadline, but I wasn't able to.</font>
(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.

<font color="blue">(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?</font>
(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).

<font color="blue">(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."</font>
(A) Specials and heavily discounted items do not count toward coupon total requirements.

<font color="blue">(Q) I have a few orders that I used coupons on. Can I combine these orders together?</font>
(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 CANCELLED except in FULL, as cancelling 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.

<font color="blue">(Q) How come ***** anime dvd is only 10% off instead of 25%, yet it's not out for another week? **</font>
(A) Special preorder pricing is extended so that we can take advantage of purchasing prior to our shipment date with the manufacturer. The price reverts to the normal price 10 days before the "street" date for the title. Titles from bigger companies such as Disney/Beuna Vista and Columbia/Tristar also cost more for TRSI.

<font color="blue">(Q) Will I receive an e-mail confirmation for an order I just placed on the web site?</font>
(A) Yes.

<font color="blue">(Q) Can I use a different shipping address than the one I used for billing?</font>
(A) No. Even though you can specify different addresses on their web site, TRSI will contact you if you do so. TRSI'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 TRSI 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 TRSI.

<font color="blue">(Q) When will ***** anime dvd be up for preorder (it was just announced)?</font>
(A) As soon as TRSI obtains the SKU # for the dvd, it will be added to the product list.

<font color="blue">(Q) Usually the order status page is updated daily at around 7:20 PM - 7:25 PM Central time. However, it hasn't been updated today yet. What happened?!</font>
(A) The order status page isn't always updated at the same time due to system load, maintainence and/or upgrades. The web site is also not updated when inventory is done every few months.

<font color="blue">(Q) How can I tell if a Daily Deal is eligible for the Got Anime Discount?</font>
(A) On the page where you view a deal, an item is eligible if the following text is displayed under the Daily Deal price:

"If you're a Got Anime! member, your memebership discount will stack on top of the Daily Deal Discount price for an additional 10% off the Daily Deal Price!"

When you check out, the Daily Deal item has a red asterick (*) 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.



(** - recently added/updated entries)

[roastedpekingduck]

I've sent e-mails to Rightstuf twice now and each time regarding my backordered X TV vol.2, they've said, it will come any day. What happened to it? It appears to be holding the rest of my items back, too.

[Puppet Master]

[ QUOTE ]
roastedpekingduck said:
I've sent e-mails to Rightstuf twice now and each time regarding my backordered X TV vol.2, they've said, it will come any day. What happened to it? It appears to be holding the rest of my items back, too.

[/ QUOTE ]

It likely means that they are having a hard time getting it in or the shipments just been slow. It happens I had something similar recently with the last Lupin volume where it took over a month for it to be back in stock. So don't worry too much im sure they are doing their best.

[roastedpekingduck]

I know they are doing their best, but this item has been on backorder for over two months. [img]/images/graemlins/sad.gif[/img]

[Puppet Master]

[ QUOTE ]
roastedpekingduck said:
I know they are doing their best, but this item has been on backorder for over two months. [img]/images/graemlins/sad.gif[/img]

[/ QUOTE ]

Wow two months hm that is weird hopefully it will work out soon.

[rharms]

[ QUOTE ]
roastedpekingduck said:
I've sent e-mails to Rightstuf twice now and each time regarding my backordered X TV vol.2, they've said, it will come any day. What happened to it? It appears to be holding the rest of my items back, too.

[/ QUOTE ]Please send me your order number in a private message, I'd like to look at this problem further.

-rh

[Yangster]

I got a question about the GA membership discount.

I ordered it during the Bandai sale with 2 pre-orders. I didn't know that shipping was together with the membership price so it didn't ship out to me. Since the Q&amp;A in the OP said you can keep using "newmember" until you get it in the mail, it didn't work for me with the Manga sale. First time I e-mailed them about it and they replied that the discount will be applied to the order once it ships complete and suggested me to replace the GA to it's own order. So, I emailed back and requested that, I also asked if they could apply the discount to my Manga order and the person replied they can't because it wasn't shipped from the warehouse. Now I'm confused, first they said they could and now they can't? I thought it would still work even if it wasn't shipped out. Please help.

Because of this miscommunication, the discount wasn't applied to my Manga order after seeing the email that one DVD was shipped today.

Shawn isn't accepting any PMs so that's why I posted here and was hoping for some answers.

[joelgundam01]

[ QUOTE ]
Yangster said:
I got a question about the GA membership discount.

I ordered it during the Bandai sale with 2 pre-orders. I didn't know that shipping was together with the membership price so it didn't ship out to me. Since the Q&amp;A in the OP said you can keep using "newmember" until you get it in the mail, it didn't work for me with the Manga sale. First time I e-mailed them about it and they replied that the discount will be applied to the order once it ships complete and suggested me to replace the GA to it's own order. So, I emailed back and requested that, I also asked if they could apply the discount to my Manga order and the person replied they can't because it wasn't shipped from the warehouse. Now I'm confused, first they said they could and now they can't? I thought it would still work even if it wasn't shipped out. Please help.

[/ QUOTE ]

I recommend doing this one step at a time. First make a request to seperate the GA membership from the order and them make another email about the Manga-Ent sale issue.

[ QUOTE ]
Shawne isn't accepting any PMs so that's why I posted here and was hoping for some answers.

[/ QUOTE ]

Shawne doesn't read PMs, but he does check his email. Just send him an email with the order numbers in question.

[NESboy]

Could someone please PM me last month's GotAnime coupon code ($8 off $88) if it's still valid? The GotAnime site seems to have already replaced it with the one for this month. Thanks.

[Razb]

[ QUOTE ]
NESboy said:
Could someone please PM me last month's GotAnime coupon code ($8 off $88) if it's still valid? The GotAnime site seems to have already replaced it with the one for this month. Thanks.

[/ QUOTE ]

Can I get a PM of this, also? I was planning on using this tonight. I really wish they would keep them listed until they expired.