Falcon Studios Group Store FAQ

How do I order videos?
We will be happy to process your order, however there are few things you need to know ahead of time.  Orders with delivery address to PO Boxes, must be shipped via USPS.  Even though we ship our products in neutral wrapping, many countries outside the United States still have overzealous customs agents. We cannot, therefore, guarantee that your international order will not be subject to customs seizure.  International DVD orders will be unpacked from their DVD boxes and shipped in flat envelopes in hopes to reduce the customs exposure.  You can place an order with us online at our website (http://www.falconstudios.com), or by phone at 1-800-227-3717.   back to top

How do I receive a physical catalog in the mail?
Our on-line store is the best and most up to date on-line catalog. If you would like to be on our postal mailing list (for sales or special offers), please email us at customerservice@falconstudios.com and ask to be placed on out physical catalog mailing list. Please note however that we do not send physical catalogs to addresses outside the United States.   back to top

Do you sell your mail or email lists?
We find it deplorable that anyone would try to invade another person's privacy in any manner, whether it be via junk mail, spam e-mail or checking the return address of packages being delivered. We at Falcon Studios Group treasure our customers’ privacy, which is why we NEVER give out ANY information about you and also why our products are shipped in discreet, generic packages with a corporate return address.   back to top

Why are the on-line sales prices sometimes not the same as the mail order sales prices?
As a website member who is also on our postal mail list, you get the best of both worlds in terms of our promotional sales. Our members may take advantage of on-line sales simply by placing their order on-line. To get postal mailing list pricing, enter the mailing specific promotional code into your order during the checkout process. If you’re phoning in your order, give the mailing brouchure promotional code to the customer service representative to receive the best price.   back to top

How is my order shipped?
Our products are shipped in discreet, generic packages with a corporate return address. We offer shipping via USPS or UPS for US Domestic orders. International orders are shipped via USPS only. For international DVD orders, only the DVD itself, along with the cover, will be shipped (No DVD Case will be included). This is to reduce the chances of being seized by overzealous custom agents. Our shipping department is open Monday through Friday, 7:00am to 2:00pm Pacific time. Please note that orders placed after 1:00pm Pacific Time will not be processed until the following business day. Orders placed with Next Day or Second Day service will ship the same day they are processed -- Expedited shipping cut off time is 1:00pm Pacific time. Due to unexpected circumstances (product delays, etc.), we can not guarantee any specific shipping time.   back to top

What is your return policy?
DVD's are non-returnable except in the case of defective merchandise. Latex items are non-returnable and non-refundable. Defective merchandise may be returned with 30 days of purchase for replacement. If you receive a defective product, please contact customer service at 1-800-227-3717 or send an explanatory email to customerservice@falconstudios.com.    back to top

Why are my membership username and password not recognized? How do I receive my membership discount?
Our membership sites are managed separately from our eCommerce site. To receive your membership discount on store products, simply register a new account with the store (this is done automatically the first time you purchase a product). Use the same email address that you used to sign up for your Falcon membership. Your discount should now be applied and the correct member prices should appear in your shopping cart.   back to top

I'm outside the United States. Can I use my overseas credit card for ordering?
We do accept credit cards drawn on banks outside the U.S. for merchandise orders. The shipping method for addresses outside the United States will be via the United States Postal Service (which may take from 5 to 10 business days transit time). Delivery shall be deemed complete and Falcon Studios and Raging Stallion Studios' responsibility shall end upon the placement of items ordered, together with all necessary documentation, in the hands of the common carrier as specified by Customer for the account of Customer, for delivery to Customer, or for delivery to such addressee as Customer may designate. Falcon Studios and Raging Stallion Studios specifically makes no warranty or guarantee of ultimate delivery and assumes no responsibility for seizure by customs or other law enforcement agency or for non delivery to the designated address for any other reason.   back to top

Do you have any distributors outside the US?
You can find a current list of our worldwide distributors at Falcon Studios Group Distributors Page.   back to top

What if I can't find a movie that I remembered from Falcon/Raging?
Our goal is to bring the entire 35+ years of Falcon Studios and Raging Stallion Studios' movie library to this store. Due to certain circumstances, the production of the DVD may not be available, but it may be available to download. We continue to work on bringing each and every scene that was ever produced to the web.   back to top

Which countries do you ship product to?
We will usually attempt to ship an order to any country that a customer wants the product delivered. However, if high rates of custom seizures occur, we may begin to restrict shipments to certain countries. Check back here to see if your country is one that we have problems shipping to.   back to top

What happened to the Director's Cuts?
You will find all of your favorite Director Cut products available for purchase!   back to top

What covered under free shipping?
Free shipping is offered for all orders for DVDs that total $150.00 or more shipped within the U.S. We do not offer free shipping to International addresses. Due to cost, Books, Toys, Calendars, and magazines are excluded from free shipping.    back to top