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Frequently Asked Questions

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


Registration Queries

Why should I choose Mailbox Movies over other on-line rental companies?

Which credit cards does Mailbox Movies accept?

Can I pay by cheque?

How safe is my credit/debit card?

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

How long is the free trial?

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



Getting Started


I have registered with Mailbox Movies. What do I do now?


Technical Problems

I'm having trouble logging in.

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

I've forgotten my password.

Is my internet browser compatible with Mailbox Movies?

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

How do I cancel my subscription?

What is my next payment date?

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

How do I change my subscription level?

What is shown on my bank statement when I am charged each month?


Subscription Queries

What subscription packages do you offer?

How do I rent a film?

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

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

How can I become a full member now?

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

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

I have referred a friend to Mailbox Movies. Do I get anything in return?

What day of the month will I get billed?

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

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

What are the terms of my current subscription level?

Can I rent a film without becoming a subscriber?

Why do I have to give you my email address?
 
What will happen to my account now that you have merged with ScreenSelect.co.uk?


Damaged Discs

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

The DVD I rented is unplayable.

I have damaged a DVD. What do I do?


Mail Queries

What happens if a DVD is lost in the post?

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

Why does the customer need to contact the Post Office?

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

I've lost the prepaid return envelope. How do I return the DVD?

I've lost the protective case. How do I return the DVD?

I returned a DVD but according to my queue, Mailbox Movies haven't received it.

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

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

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

I sent back a personal CD or DVD accidentally. How do I get it back?

Do you ship to my country?

Are the DVDs sent by first or second class mail?

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

What do I do if I receive the wrong DVD?
 

General DVD Questions

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

I am having difficulty viewing an NTSC format DVD.

Can I purchase your used DVDs?

What is an Aspect Ratio?

What is Anamorphic Widescreen? Do I need a widescreen TV to view these DVDs?

Many DVDs have Dolby Digital and DTS soundtracks. Will they work with my TV/DVD player?


Miscellaneous

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

What do the BBFC ratings like "PG" and "12" mean?

Why are some titles currently unavailable?

Why should I rate films?

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

You changed the release date of a DVD. Why?

Why is my favourite film not available on DVD?


Why should I choose Mailbox Movies over other on-line rental companies?

Mailbox Movies
has well over 27,000 film, TV and Music titles (growing daily) for you to choose from. In addition, if there is a film you would like that we don't currently stock, our 'Request a Film' service will allow you to order any film available on DVD. Our Standard package, at 14.97 per month for 3 DVDs at a time, is the best value package in the UK. We also have a range of packages for lighter users starting from 5.97 per month. Our web site is user friendly and continually updated. We use first class postage both ways. We offer a very responsive customer service, by email or phone.

Mailbox Movies most popular subscription at £14.97 represents a saving of over £10 per month for every member watching an average of 2 films per week.

This figure does not even take into account additional savings experienced by Mailbox Movies members due to their 'no fines and no fixed return dates' policy -- reported to account for almost 25% of typical video store profits.

And to top all that we have a complete range of packages second to none, offering you the choice to watch what you want when you want. View all available packages.

We aim to be the best and most responsive service in the UK, not necessarily the biggest.

Which credit cards does Mailbox Movies accept?

Mailbox Movies accepts Mastercard, Visa, Visa Delta, Visa Electron, Switch, Solo and Maestro.



Can I pay by cheque?

Mailbox Movies accepts payment by cheque.
Please e-mail Customer Service for more information.

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 supermarket!

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 8 DVDs, 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 DVDs 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". You will be charged for one month's subscription and will be sent any additional DVDs.

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 (eg 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 Mailbox Movies?

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 DVD so that we do not send another. You must return all remaining discs after cancelling, getting a receipt of posting 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 discs 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 holiday or a business trip?

If you are going on holiday 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 DVDs will be sent to you and you will not be charged during that period, but please note that all DVDs 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 Package". You can then choose the package 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 package at any time. View our full package range, starting at just £5.97.

What is shown on my bank statement when I am charged each month?

Your bank statement will show 'The DVD Biz Ltd'. This will change to 'ScreenSelect.co.uk' during July as a result of the merger with ScreenSelect.co.uk.

What subscription packages do you offer?


We offer a wide range of packages starting from only £5.97

View our full range of packages.

How do I rent a film?

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

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

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

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

If you want to watch a series of DVDs 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 now?

To become a full member choose "My Account" then "Upgrade to full membership now". You will be charged for one month's subscription.

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 DVDs, 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 DVDs back 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 Mailbox Movies. Do I get anything in return?

Yes! Provided you use the "Tell a Friend" scheme.

What day of the month will I get billed?


The same day of the month that you became a full subscriber. For example, if you subscribe on the 10th May, with a 14 day free trial period, you will be billed on the 24th May and then the 24th of each month thereafter. 

If you have chosen a Lite package with a limited number of rentals, the date may change if you choose to advance the next subscription period in the case of renting the maximum DVDs for a period. Once you have rented the maximum DVDs allowed for a period your account will be put "on hold". You will then be able to either wait until your next payment date before further DVDs are sent to you, or you can simply log on to your account and start the next subscription period immediately.

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.

Can I rent a film without becoming a subscriber?

No. Only subscribers of Mailbox Movies 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.

What will happen to my account now that you have merged with ScreenSelect.co.uk?

You will not notice any immediate changes. Over the next month the reference on your bank statement will change to 'ScreenSelect.co.uk'. There will also be a change to the return address displayed on the DVD label. Please ignore this until further notice and return your DVDs using the envelopes as normal. Over the next 2-3 months there will be various improvements in our service to you. Please click here for more information.

I received a scratched or damaged DVD. 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 DVD I rented is unplayable.


Please try cleaning the disc with a soft non-abrasive cloth, wiping from the centre to the outer edge in a straight line. Do not wipe the DVD 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 DVD 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 DVD. 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 DVD is lost in the post?


We are aware that a DVD may occasionally be lost during the shipping process through no fault of the customer. Therefore, we will not charge you and you will be sent a replacement DVD. However, if it becomes obvious that the postal service in your area is excessively unreliable, we may have to cancel your subscription. If you think a disk has been delayed or lost in the post for more then 4 working days, please go to Report a Problem.

I've had several movies 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 report certain problems directly to them Mailbox Movies cannot do this in 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 DVD?

Assuming you have only lost the prepaid envelope, please return the DVD and its protective case to the following address:

    TDBL
    FREEPOST NAT 4273
    LEVEN
    KY8 4BR
    UK

If you have lost the protective case as well as the prepaid envelope, it is your responsibility to ensure the DVD is adequately packaged for transit. Any damages occurring as a result of poor packaging will be chargeable.

I returned a DVD but according to my queue, Mailbox Movies hasn't received it.

Although DVDs are returned by first class mail, Royal Mail do not guarantee next day delivery. First class mail can take between 3-5 days in certain circumstances. However, it's possible that the DVD has been lost in the post. Please allow 4 working days after posting the disk. If the DVD has not been received by us after this time, go to Report a Problem.

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


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

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

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

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


Although DVDs are sent out by first class mail, Royal Mail do not guarantee next day delivery. First class mail can take between 3-5 days in certain circumstances. However, it's possible that the DVD has been lost in the post. Please allow 4 working days from the date of sending then go to Report a Problem to let us know that there has been a delay.

I sent back a personal CD or DVD 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 DVDs in non packaging or envelope, please enclose your name and address so we can credit the appropriate account.

Do you ship to my country?

At present we ship to the UK only. However, we will shortly be shipping to other countries within the European Union. Please e-mail Customer Service if you live outside the UK and are interested in our service.

Are the DVDs sent by first or second class mail?

First class when we send to you, and pre-paid first class on return.

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

This depends on the stock availability of the DVD. Mailbox Movies takes great pride in the amount of stock we have access to. Most DVDs are dispatched the same day by first class mail.


What do I do if I receive the wrong DVD?

Please go to Report a Problem and return the disk with a note.

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


We will order any film requested, if it is available on DVD. Please use our Request a Film service. This service is available to members only (left hand menu option).

I am having difficulty viewing an NTSC format DVD.

Some of our DVDs are in NTSC format. All DVD players sold in the UK 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 colour. However, if you obtain normal audio and a stable black and white picture from a colour programme, 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 colour 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 used DVDs?

From time to time, we do sell on our used stock. We do not offer the ability for our subscribers to directly purchase these discs at this time.

What is an Aspect Ratio?

The relationship between the width of a film 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 DVDs?

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 DVDs 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.

Many DVDs have Dolby Digital and DTS soundtracks. Will they work with my TV/DVD player?

Many DVDs 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 film but it is not showing on the website.

Once you have reviewed a film 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.

What do the BBFC ratings like "PG" and "12" mean?


There are several BBFC ratings:

    U - Universal (suitable for all)
    PG - Parental Guidance (general viewing, but some scenes may be unsuitable for some children)
    12 - Suitable only for 12 years and over
    15 - Suitable only for 15 years and over
    18 - Suitable only for 18 years and over

Why are some titles currently unavailable?

A DVD release involves a finite number of DVDs being produced. Mailbox Movies may have stocked some copies of a title in the past but, if these have been lost in the post or taken out of stock 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 films?

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

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


It means the DVD 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 DVD. Why?


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

Why is my favourite film not available on DVD?

There are many factors that determine when a title is released on DVD. Sometimes the director or producer has control over the DVD/video release. At other times it's up to the studio marketing group. Often there are issues with rights. For example, a DVD might be available in one country or region but not available in another because different studios have distribution rights in different countries.

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