Frequently Asked Questions

>> FAQ

 

If you have a question not addressed here, please contact Customer Service.

Registration Queries

  1. Why should I choose DVDLink.ca over other online rental companies?
  2. Which credit cards does DVDLink.ca accept?
  3. Can I pay by check?
  4. How safe is my credit/debit card?
  5. If it's a free trial why do I have to enter a credit/debit card number?
  6. How long is the free trial?
  7. Why does it say my credit card details are invalid when I know they are valid?

 

Getting Started

  1. I have registered with DVDLink.ca. What do I do now?

Technical Problems

  1. I'm having trouble logging in.
  2. I know my password, but I'm still having trouble logging in.
  3. I've forgotten my password.
  4. Is my internet browser compatible with DVDLink.ca?
  5. When I try to change my account details I get an error message saying "The page could not be displayed" or "Cannot find server".

Account Queries

  1. How do I cancel my subscription?
  2. What is my next payment date?
  3. Can I freeze my account when I go away on vacation or a business trip?
  4. How do I change my subscription plan?
  5. What all is included in the monthly package price that I pay?

Subscription Queries

  1. What subscription plans do you offer?
  2. How do I rent a disc?
  3. Why are discs not sent in the exact order I have chosen?
  4. What can I do to ensure I receive a series of discs in the correct order?
  5. Why don't you dispatch the most recent releases to me during my free trial?
  6. How can I become a full member?
  7. I have signed up for a free trial for the Gold (4 at one time) or Platinum (6/8/10 at one time) plan but I am only getting 1 disc at a time.
  8. I only wanted the free trial. Why have I been billed?
  9. How do I become a full subscriber after my free trial ends?
  10. I have referred a friend to DVDLink.ca. Do I get anything in return?
  11. What day of the month will I be billed?
  12. How do I change my e-mail address or credit/debit card details?
  13. My subscription was suspended due to a problem with my credit/debit card. How can I  restart my subscription?
  14. What are the terms of my current subscription plan?
  15. What is the maximum number of rentals for a subscription period?
  16. Can I rent a disc without becoming a subscriber?
  17. Why do I have to give you my email address?

Damaged Discs

  1. I received a scratched or damaged disc. What do I do?
  2. The disc I rented is unplayable.
  3. I have damaged a disc. What do I do?

Mail Queries

  1. What happens if a disc is lost in the mail?
  2. I've had several discs lost in the mail recently. What should I do?
  3. Why does the customer need to contact the post office?
  4. I'm experiencing unusual mail delays. What should I do?
  5. I've lost the prepaid return envelope. How do I return the disc?
  6. I've lost the protective case. How do I return the disc?
  7. I returned a disc but according to my queue, DVDLink.ca hasn't received it.
  8. I've lost a disc. What do I do?
  9. I reported a disc as lost but have now found it. What do I do?
  10. According to my queue, a disc has been dispatched to me but I have not received it.
  11. I sent back a personal disc accidentally. How do I get it back?
  12. Do you ship to my country?
  13. Are the discs sent by First or Second Class mail?
  14. How long does it take for my disc to be sent to me?
  15. What do I do if I receive the wrong disc?

General Disc Questions

  1. I want a certain disc but you don't appear to have it.
  2. I am having difficulty viewing an NTSC format DVD.
  3. Can I purchase your previously-viewed discs?
  4. What is an Aspect Ratio?
  5. What is Anamorphic Widescreen? Do I need a widescreen TV to view these Disc(s)?
  6. Many Disc(s) have Dolby Digital and DTS soundtracks. Will they work with my TV/DVD player?

Miscellaneous

  1. I have reviewed a disc but it is not showing on the website.
  2. Why are some titles currently unavailable?
  3. Why should I rate discs?
  4. The status of a disc in my queue is "Coming Soon". What does this mean?
  5. You changed the release date of a disc. Why?

Why should I choose DVDLink.ca over other online rental companies?

DVDLink.ca has over 35,000 Movies, TV series, and games (growing daily) for you to choose from. In addition, if there is a disc you would like that we don't currently stock, our "Request a Movie" service will allow you to order any movie or game available. Our Gold plan at CAD $24.95 per month for 4 movies at a time, is the best value plan around. We also have plans for lighter users starting from CAD $9.95 per month. Our web site is user-friendly and continually updated. We use Lettermail from Canada Post as any other online rental service, postage paid for both ways. We offer a very responsive customer service, by email or phone.

View all available plans. We love movies and games too and we want ALL movies and games members to enjoy a better entertainment experience.

Which credit cards does DVDLink.ca accept?

DVDLink.ca accepts Visa and Mastercard credit cards.



Can I pay by check?

At this time we are unable to accomodate traditional check-in-the-mail payments, money orders or purchase orders.

How safe is my credit/debit card?

We use SSL (Secure Sockets Layer) technology to encrypt the personal information you enter whilst registering. This ensures that none of your personal information can be read by any third party. As a result, you can be assured that sending your credit/debit card over SSL is safer than paying for your shopping at the grocery store!

If it's a free trial why do I have to enter a credit/debit card number?

We require a valid card for every subscriber regardless of their current billing status. This is to verify your identity and to ensure any potential subscriber is over 18 years of age. Your credit/debit card will not be charged during your free trial.

How long is the free trial?

The standard free trial lasts for 14 days or until you have rented 2 discs for Silver II and up OR 1 disc for Silver I, whichever comes sooner (see "My Account" for details of your specific trial conditions). The free trial will end once you have rented the maximum allowed movies for the trial period or at the end of the period of your trial, whichever is reached first. You may stop your free trial and become a full member at any time. Just choose "My Account" then "Upgrade to full membership now". If you want to cancel your free trial please ensure that you do so before the free trial expires. failing to do so will result in automatic conversion to permanent membership. At that time you will be charged for one month's subscription as per your chosen package.

Why does it say my credit card details are invalid when I know they are valid?

You may have a problem with cookies on your computer. Click here for more information.

I'm having trouble logging in.

If you have forgotten your password, we can send it to the e-mail address that you subscribed with. Use the "Lost Password" link when you log on/sign in. If the Login link does not show please Login here. 

I know my password, but I'm still having trouble logging in.

You may have a problem with cookies on your computer. Click here for more information.

Problems with Cookies.

You may experience problems if you are using a browser (e.g. Internet Explorer) which restricts the use of cookies (text files) by our web site. If you are using IE6 you will have to allow a 'low level' or 'unrestricted' use of cookies in the Privacy option. In your browser, click on "Tools", "Internet Options" and then "Privacy". Move the slider to "Low" or "Accept All Cookies". Once our 'cookie' has been placed on your computer, you will be able to revert to your original 'privacy' settings.

I've forgotten my password.

If you have forgotten your password, we can send it to the e-mail address that you subscribed with. Use the "Lost Password" link when you log on/sign in. 

Is my internet browser compatible with DVDLink.ca?

Our website is compatible with most internet browsers. Browsers that we know are not fully compatible are:

Safari Browser for Macintosh systems
Set-top Browsers

If you are experiencing problems with these browsers, please try another. Here are the links to websites of common internet browsers:

Internet Explorer
Netscape Navigator


If you are still experiencing problems, please contact Customer Service.

When I try to change my account details I get an error message saying "The page could not be displayed" or "Cannot find server".

If you are able to refresh the page, it may be a problem on your computer. Rebooting your computer should fix the problem.

How do I cancel my subscription?

Log in, click on "My Account" then choose "Cancel Membership" and follow the instructions. It is essential to cancel your membership no later than the day before your next payment date and before returning your last movie so that we do not send another. You must return all remaining discs after cancelling, getting a receipt of mailing as proof of return, to ensure that you are not charged for another month's subscription. (We allow an extra 2 days for return of movies beyond the next payment date.) 

What is my next payment date?

To check on your next payment date, click on "My Account".

Can I freeze my account when I go away on vacation or a business trip?

If you are going on vacation or away on business you can freeze your account up to twice a year, for no more than 60 days in total. (This facility is for full members only.) No movies will be sent to you and you will not be charged during that period, but please note that all movies must be returned before the freeze takes effect. To freeze your account, click on "My Account" then choose "Freeze Your Account".

How do I change my subscription level?

Log in, click on "My Account" then choose "Change Plan". You can then choose the plan you would like. You will be charged the new subscription amount less any unused portion of your previous subscription and your next payment date will be advanced by one month. You can change your plan at any time. View our full plan range, starting at just CAD $9.95.

What all is included in the monthly package price that I pay?

The monthly package price that you pay includes:
  1. Unlimited entertainment for movies / Games / Blu-Ray / TV-Series Rentals
  2. Postage paid shipping both ways by DVDLink.ca
  3. No hidden or any other "per DVD" charges
You will be automatically charged your monthly subscription amount on the set 'payment due date' every month.

What subscription plans do you offer?

We offer a wide range of plans starting from only CAD $9.95

View our full range of packages.

How do I rent a movie or game?

To add a movie or a game to your Rental Queue you can find the disc you want by searching for the title or choosing from our collections, then click on "rent". You can have up to 100 movies in your queue. We recommend you put at least 10-15 movies in your Rental Queue to begin with and "top up" regularly, to ensure that there are no delays in sending movies to you. Once you have about 10 movies in your queue you will automatically be sent the first available disc.

If you receive more than one disc from us you do not have to watch all of them before returning them to us. You may watch a DVD and return it to us in the postage pre-paid envelop. That is right, you may return the Disc(s) as and when you are done watching them. As we keep receiving your returned DVD we will ship the next available DVD from your rental queue.

Why are discs not sent in the exact order I have chosen?

We cannot guarantee the exact order of sending as this depends on availability of discs for a particular disc. We send the next available disc from your queue.

What can I do to ensure I receive a series of discs in the correct order?

If you want to watch\play a series of movies or games in a precise order we recommend that you add one at a time to your Rental Queue. When one has been dispatched, the next can be added to your queue.

How can I become a full member?

To become a full member choose "My Account" then "Upgrade to full membership now". You will be charged for one month's subscription and will be sent your additional discs if you have chosen a plan with a higher number of Movies On Hand.

I have signed up for a free trial for the Gold or Platinum plan but I am only getting 1 disc at a time.

During the free trial period you will receive 1 movie or game at a time. As soon as your trial period ends, if you have chosen the Gold or Platinum plan you will then receive your additional movies. If you would like to receive your full quota of movies now, you can become a full member before your trial ends. Please choose "My Account" then "Upgrade to full membership now". You will be charged for one month's subscription and will be sent your additional movies.

I only wanted the free trial. Why have I been billed?

If you cancel your subscription before the end of the free trial period and return your discs, there is no charge. If you have not cancelled when your free trial ends, you become a full member. There is no tie-in period, and you can cancel at any time. If you have not sent your movies back or we have not received them then you will also be billed. 

How do I become a full member after my free trial ends?

You will become a full member automatically at the end of the free trial period.

I have referred a friend to DVDLink.ca. Do I get anything in return?

Yes! Provided you follow the "Tell a Friend" procedure.

What day of the month will I get billed?

On the same day of the month that you became a full subscriber.
*Click here to view all available plans.

How do I change my e-mail address or credit/debit card details?

You can edit all the personal information we hold for you in the "My Account" section.

My subscription was suspended due to a problem with my credit/debit card. How can I  restart my subscription?

In the event of your subscription being suspended due to a billing problem, the billing system will automatically mail you and inform you. You must then logon to update your card details and re-activate your account.

What are the terms of my current subscription level?

You can check using the "Terms _ Conditions" link at the bottom of our Home Page.

What is the maximum number of rentals for a subscription period?

The maximum number of rentals for a subscription period will be shown in the "My Account" section for your package or click here to view plan details.

Can I rent a movie or game without becoming a subscriber?

No. Only subscribers of DVDLink.ca can use the service.

Why do I have to give you my email address?

Your email address is important to us as it is how we will correspond with you regarding your subscription. Rest assured that we will not sell, rent or otherwise disclose your email address to third parties.

I received a scratched or damaged disc. What do I do?

Click on Report a Problem. on the View Rental Queue page. You can then select from the list of problems and follow the instructions to report the problem to us.

The movie\game I rented is unplayable.

Please try cleaning the disc with a soft non-abrasive cloth, wiping from the center to the outer edge in a straight line. Do not wipe the disc in a circle as this will damage the playing surface. If you are still having problems go to the Report a Problem. page and report the movie as unplayable. All damaged or unplayable discs should be mailed back to us at your earliest convenience. Your account will show you have this disc until we receive it back.

I have damaged a disc. What do I do?

We regret we will need to charge you for the disc. Please go to Report a Problem.

What happens if a disc is lost in the mail?

We are aware that a disc(s) may occasionally be lost during the shipping process. DVDLink.ca reserves itself the right to charge the replacement cost of the disc to your credit card. Although extremely rare, all instances of unreturned games are dealt with case by case and investigated to prevent fraud. If you think a disc has been delayed or lost in the mail for more then 4 business days, please go to Report a Problem.

I've had several discs lost in the mail recently. What should I do?

We recommend contacting your local post office and telling them the problems you've experienced. You should also contact Customer Service and provide us as many details as you have available.

Why does the customer need to contact the post office?

The post office requires that you file certain problems directly with them as DVDLink.ca cannot do this on your behalf. They will usually give you a reference number that will be used to track the problem.

I'm experiencing unusual mail delays. What should I do?

Contact the post office. Unfortunately the post office does not allow us to perform this task on your behalf.

I've lost the prepaid return envelope and/or the protective case. How do I return the disc?

Assuming you have only lost the prepaid envelope, please return the disc and its protective case to the following address:
DVDLink.ca
P.O. BOX 11000 STN MAIN
SURREY BC V3T 0B3
If you have lost the protective case as well as the prepaid envelope, it is your responsibility to ensure the disc is adequately packaged for transit. Any damages occurring as a result of poor packaging will be chargeable.

I returned a disc but according to my queue, DVDLink.ca hasn't received it.

Discs are returned by Lettermail, the postal service do not guarantee next day delivery. Lettermail can take between 3-5 days in certain circumstances. However, it's possible that the movie has been lost in the mail. Please allow 4 business days after mailing the movie. If the movie has not been received by us after this time, go to Report a Problem.

I've lost a dsc. What do I do?

We regret we will need to charge you for the disc. Please go to Report a Problem.

I reported a disc as lost but have now found it. What do I do?

If you've found a disc that you previously reported lost, please send the disc back to us so we can update your account. The title will be removed from the Lost discs section.

According to my queue, a disc has been dispatched to me but I have not received it.

Although discs are sent out by letter mail, the postal service does not guarantee next day delivery. Letter mail can take between 3-5 days in certain circumstances. However, it's possible that the movie has been lost in the mail. Please allow 4 business days from the date sent then go to Report a Problem to let us know that there has been a delay.

I sent back a personal disc accidentally. How do I get it back?

Please email Customer Service and we will do our best to locate it for you. If you return discs in non-DVDLink.ca packaging or envelope, please enclose your name and address so we can update the appropriate account.

Do you ship to my country?

At present we ship within Canada only. However, we might be expanding to USA in the near future. Please e-mail Customer Service if you live outside Canada and are interested in our service.

Are the discs sent by First or Second Class mail?

The discs are sent via letter mail and pre-paid return. THE SHIPPING IS ABSOLUTELY FREE FOR YOU, BOTH WAYS.

How long does it take for my disc to be sent to me?

This depends on the availability of the title. DVDLink.ca takes great pride in the amount of stock we have access to. Most discs are dispatched the same day by letter mail.

What do I do if I receive the wrong disc?

If that ever happens, that is regrettable. Please go to Report a Problem and return the disc with a note.

I want a certain disc but you don't appear to have it.

We will order any disc requested, if it has been released. Please use our Request a disc service. This service is available to members only (left hand menu option).

I am having difficulty viewing an NTSC format DVD.

Some of our Disc(s) are in NTSC format. Most DVD players sold in Canada are capable of playing both PAL and NTSC discs. Most DVD players will automatically display the picture output of discs in either format, so you should enjoy pictures in full color. However, if you obtain normal audio and a stable black and white picture from a color program, you may only need to change a simple setting within the "Set Up" menu on your DVD player - check the operation manual for your player. If you experience difficulty in obtaining a color picture signal, it may be that your TV is incapable of receiving an NTSC picture signal - check the operation manual for your TV or consult your audio-visual hardware supplier.

Can I purchase your previously-viewed discs?

From time to time, we do sell on our previously-viewed stock. We also have certain discs, that have a feature where you can have it for keeps, inform us, and we charge your card the appropriate amount. Unfortunately, not all discs fall under that category.

What is an Aspect Ratio?

The relationship between the width of a disc image and its height is known as its aspect ratio, and from the early days of film until the early-1950s, almost all films had a standard aspect ratio of 1.33:1. In other words, the film image was 1.33 times as wide as it was tall (another way to denote this is 4x3, meaning 4 units of width for every 3 of height). This is the same shape as the conventional TV screen. Today, widescreen dominates filmmaking in a variety of aspect ratios. But there are two ratios that are by far the most common: Academy Flat (1.85:1) and Anamorphic Scope (2.35:1). In the case of Academy Flat, the film is 1.85 times as wide as it is tall. Anamorphic Scope is even wider, 2.35 times as wide as it is tall.

What is Anamorphic Widescreen? Do I need a widescreen TV to view these Disc(s)?

Anamorphic widescreen is a special feature of a DVD, that means the video on the disc diplays at a higher resolution. If a widescreen film is recorded on DVD in the anamorphic format, a Digital TV can "unsqueeze" the video image contained on the disc, so that it fills the full width of the TV screen, while retaining a high vertical resolution. You can view these Disc(s) if you don't have a widescreen TV, but ensure that the DVD player is set to standard "4x3" TV mode. The DVD player will then display the picture, letterboxed, with black bars top and bottom.

ManyDisc(s) have Dolby Digital and DTS soundtracks. Will they work with my TV/DVD player?

Many Disc(s) offer a choice of sound formats including Dolby Digital and DTS (Digital Theater Systems). The sound is encoded on the DVD so you will need a decoder to experience the full surround sound effect. However, all DVD players will deliver conventional stereo sound without a decoder.

I have reviewed a disc but it is not showing on the website.

Once you have reviewed a disc we check that it is a reasonable length of review and suitable for displaying on the website. This may take a few days. Once we have confirmed its suitability, it will be displayed. If you make a change to the review, it will go through this checking process again.

Why are some titles currently unavailable?

DVDLink.ca may have stocked copies of the title in the past but, if these have been lost in the mail or taken out of circulation due to damage, there may no longer be any copies of the title in stock and none available for purchase. These titles will re-stocked as soon as supplies become available.

Why should I rate discs?

When you rate a disc, everybody wins. Other subscribers can see how good a disc is, we get to understand what discs you like, and you get recommendations from us tailored to your tastes!

The status of a disc in my queue is "Coming Soon". What does this mean?

It means the disc has not yet been released. As soon as it is released, it will switch to the "Queued" status.

You changed the release date of a disc. Why?

From time to time, despite the best planning, disc producers need to delay the release of an already announced disc. This can be for any number of reasons, and is outside of our control.