Order/Billing Frequently Asked Questions
How do I place an order?
Ordering with us is easy. To order online, click the "Add to Cart" button below the title.
- When ordering movies, be sure to choose the correct format (e.g., Widescreen DVD, Blu-ray, VOD, Director's Cut, etc.).
- When ordering clothing and toys, be sure to select correct size and color.
When finished, you can go directly to your shopping cart, which will guide you through your transaction. After you have finished your order, you will be taken to an order confirmation page, and will also receive an email confirmation notice (feel free to bookmark the page or print it out as confirmation of your order).
- To order by phone, call us at 888-TLA-DVDS, (ext. 1) during regular Customer Service hours.
- To order by FAX, send your information to 1-267-765-9882 .
What forms of payment do you accept?
We accept Visa, Master Card, American Express, and Discover credit and debit cards online, as well as PayPal. When you order a pre-order item, please be sure your credit card expiration date is after the item's delivery date. Please keep in mind that PayPal will not be available as a payment method if you have any digital items in your cart (e.g., VOD and e-books).
When paying with a debit card, pre-approval will tie up your funds for up to 30 business days.
We also accept payment by check or money order, by mail only. See details below.
Can I place an order without a credit card?
Yes. PayPal is now available for all US and international orders, excluding VOD items and e-books. Also, US issued checks and US money orders may be mailed to us with your order; we cannot accept them over the phone or online. Mail checks and money orders to:
- TLA Entertainment Group - Orders
- 234 Market Street - 4th Floor
- Philadelphia, PA 19106
All checks for $500 or more and checks without a copy of a valid driver's or non-driver ID will be held for three weeks before your shipment goes out. Unverifiable checks will be held three weeks. Orders with returned checks will be charged $25. Unfortunately, we cannot accept cash, travelers checks, international checks, or international money orders.
How can I confirm that my order has been received?
Shortly after placing your order online, you will receive an automated Order Confirmation email from us. The email will be from firstname.lastname@example.org and "Customer Copy of tlavideo.com Order Number:" will appear in the subject heading.
How and when will I be charged?
You are only charged for in-stock items when they are sent to you. If an item is temporarily out of stock ("backordered"), you will not be charged until the item has arrived in our warehouse, and is being packaged for delivery to you. You do NOT need to re-order a backordered, out-of-stock, or "pre-booked" title. They will be automatically shipped to you when the item arrives in our warehouse. Pre-booked, backordered, and out-of-stock items (and their shipping fees) are not charged to you until after your item has been shipped from our warehouse.
Book Backorders: Occasionally a very successful book will sell out its entire publication run. If that is the case, there could be a substantial delay on that title. We will make every attempt to deliver your book to you as soon as possible, but sell-outs are beyond our control.
What appears on my billing statement?
All credit card charges will appear on your statement as "TLA Entertainment Group".
Do I have to pay sales tax on purchases made from you?
If you live in Pennsylvania - yes. You will be charged 8% sales tax on DVDs, books, movies, and other items. There is no PA sales tax on clothing.
Problems With Your Order
My item was defective - what should I do?
If your item proves to be defective within thirty days of you receiving it, you should contact us to receive a return authorization (R.A.). We will gladly replace it with another copy of the same item. (We will not replace it with a different title, and any item returned to us without an R.A. is subject to a $10 restocking fee.) For hygiene reasons, we cannot accept returns on underwear, swimwear or sex toys. Click here to receive a return authorization.
I was sent the wrong item or format. What should I do?
If you receive an incorrect item or format, DO NOT OPEN IT - we will not accept items accidentally shipped to you if you have opened them. You must contact us within 30 days to receive a return authorization (R.A.). We will gladly replace it with the correct merchandise. (We will not replace it with a different title, and any item returned to us without an R.A. is subject to a $10 restocking fee.) Click here to receive a return authorization.
The site says my order was shipped, but I never received it. What should I do?
If you do not receive your order within the maximum amount of time specified for the shipping method you selected, we will gladly reship your order. No refunds or exchanges are permitted. If your order was shipped via FedEx/UPS and confirmed as delivered, we will trace the package before we ship a replacement. Click here to contact us about unreceived orders.
Please note we have special pages if you need to:
- Return a defective/misshipped product
- Request a catalog
- Stop receiving our catalogs
- Subscribe/unsubscribe from email lists
Otherwise, please contact us using this form:
You can also contact us:
- 234 Market Street
- 4th Floor
- Philadelphia, PA 19106
- Phone: 1-215-733-0608 ext. 1
- Toll Free: 1-888-TLA-DVDS ext. 1
- Fax: 1-267-765-9882