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No doubt you have a question or two. That's ok. Have a look at the
FAQs below for the most common questions and concerns about Relay
Rentals, what we do and how we work. And if you can't find an answer
here, drop us a line - we'll get back
to you within 48 hours.
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| Q. |
How are you different from other online companies
offering "Unlimited DVDs?" |
| A. |
Truth be told, there are actual limits to these so-called
unlimited packages. The average number of titles received on the 3-4
DVD Unlimited packages is 7-9 DVDs. There's no mail on weekends and
Canada Post does its best, but with processing and shipping times,
the average Canadian will get 7-9 DVDs on these 4 unlimited DVD packages.
Our Guaranteed Weekly Rentals sends you 2 or 3 DVDs every week.
The only requirement is that you return the DVDs you have in a timely
fashion. We ask all members to return their DVDs within a week of
receiving it to keep the relay going, which 95% of members do. If
you watch and return the DVDS within a week, then you will always
get the guaranteed weekly rentals. |
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| Q. |
I'm still confused on how the Guaranteed Weekly Rentals
work? |
| A. |
There are no due dates or late fees, but to get the
guaranteed weekly rentals, you need to return the DVDs within a week
of receiving them. On the 2 DVD package, you can have a total of 4
DVDs out at one time, but 2 of these have to be returned before 2
more get sent out. With the 3 DVD package, we allow a max of 6 out.
2 DVD Package:
Week 1 2 DVDs sent out
Week 2 2 DVDs sent out
2 of these 4 DVDs need to be returned before another 2 get sent
out in Week 3.
You can hold on to any of these DVDs for as long as you want, but
you may not be getting guaranteed weekly rentals. If you get, watch,
and return DVDs in a timely fashion, then Relay Rentals is definitely
for you. If you hold on to your DVDs a little longer than most people,
then we will be sending you more DVDs when you return the ones you
have, and your package will work essentially like the unlimited
packages do.
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| Q. |
How come you don't have a free trial? |
| A. |
Our goal is to provide the best possible service for
our paying members. Rather than focusing on providing a free trial
member the best possible experience to get them to sign up as a paying
member, we put our energy into giving our current paying members the
best service. Our packages clearly state what a member will get, and
we're focused on fulfilling those obligations, rather than using our
resources on free trials. If you're not completely satisfied with
our service, we'll refund any un-used portion of your subscription.
You will only be required to pay a few dollars for each DVD that was
sent to you. We think this is fair, and our members understand that
their service is improved by not having free trial members. |
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| Q. |
Can I cancel my membership at any time? |
| A. |
Yes. At any time you may cancel your rental package
with Relay Rentals, and receive a refund on any un-used portion of
your subscription. All outstanding DVDs must be returned before your
account is officially cancelled, and refunds given out. |
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| Q. |
No Late Fees….No Due Dates… How is this
possible? |
| A. |
You can keep your rentals to enjoy as long as you like.
You will never be charged a late fee at Relay Rentals. To take advantage
of our guaranteed weekly rentals, you need to return the DVDs within
a week of receiving them. |
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| Q. |
How long does it take to receive my selections? |
| A. |
We send rentals by Canada Post. The average time to
receive your selections in the mail is 2-4 business days. Remote areas
could take a little longer. If you get, watch, and return DVDs in
a timely fashion, we will be sending you DVDs every week guaranteed. |
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| Q. |
Who pays the shipping and handling charges? |
| A. |
We do. Shipping is included in all rental packages.
There is no need to worry about shipping and handling charges. We
provide you with a pre-paid return envelope for each individual DVD.
When you are finished with each selection, simply slip it into the
pre-paid envelope with its protective sleeve and drop it in the box
at your convenience. |
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| Q. |
Which titles get sent to me first? |
| A. |
Once you become a member, you can start building your
Relay List of titles you wish to receive. Just search for DVDs and
check "Add to my relay list". The titles in your list have
a priority sequence. We will ship the first available title we have
in stock from the top of your priority list, and so forth. Be sure
to update your relay list frequently so there will always be titles
to ship to you. |
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| Q. |
How old must I be to become a Relay rentals member? |
| A. |
You must be 18 years of age or older and hold a valid
credit card to join Relay Rentals. |
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| Q. |
How do I pay for a membership with Relay Rentals? |
| A. |
We accept the Visa & MasterCard credit cards. Relay
Rentals uses the most advanced security encryption to protect your
private and confidential information. |
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| Q. |
Will I save money renting online with Relay Rentals? |
| A. |
The majority of people will save money in the rental
cost of DVDs, not to mention precious time and costs associated with
traveling to the video store. There wouldn't be a savings for people
who receive titles and then have them sit on a counter for weeks on
end without returning them. |
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| Q. |
Is it safe to send my personal and credit card information
over the Internet? |
| A. |
It is very safe to send it through the RelayRentals
web site. We use the most advanced security encryption to protect
your credit card and private information. Your personal information
will be kept private with Relay Rentals. We will never sell, trade,
or rent our members email addresses either. We detest Spam as much
as you do. |
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| Q. |
Is this membership valid to all Canadian residents? |
| A. |
Relay Rentals invites all eligible Canadians from coast
to coast to participate in the relay club. |
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| Q. |
Where is Relay Rentals located and how long have
you been in business? |
| A. |
Relay Rentals head office is located in Ottawa, Ontario,
Canada. We started renting DVDs out in mid 2002 and have continued
to improve our web site and service ever since. |
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