Customer Service and Frequently Asked Questions

FAQs/ Customer Service

In this section we have listed some of the most frequently-asked customer questions (FAQs). Still have a question? Then, contact us!

What is the Kino Lorber Home Video Catalog?

What is Kino Lorber's policy regarding customer privacy?

How does the ordering system work? I'm concerned about online credit card piracy.

I still have doubts about ordering online. May I order with another method?

Does Kino Lorber offer C.O.D. service?

Does Kino Lorber accept non-U.S. personal checks? Does Kino Lorber accept non-U.S. money orders? What about bank transfers / wire transfers?

FAQs for Universities, Libraries, and other institutions.

What are my shipping options? How long does it take?

Can I order on VHS?

For which region are Kino Lorber DVDs encoded?

Why are certain titles not available on Blu-ray?

Why am I having difficulty playing certain Kino Lorber DVDs on my computer?

What if my video/DVD is broken or defective?

May I return a video or DVD if I don't like it?

 

What is the Kino Lorber Home Video Catalog?

For thirty years Kino Lorber has been a leading distributor of distinct classic and foreign language films. Often overlooked by the major labels, these titles include many of the greatest movies ever produced. When you purchase from Kino, you are purchasing directly from the official distributor of the film.

 

What is Kino Lorber's policy regarding customer privacy?

We value your privacy Visite www.kinolorber.com/privacy for more information. Please contact us at contact@kinolorber.com or by calling 800-562-3330 if you no longer wish to receive our mailings or if you prefer that we not exchange your name with others. You may also visit kinolorber.com/privacy

 

How does the ordering system work? I'm concerned about online credit card piracy.

The Kino Lorver server uses industry standard Thawte SSL Certificate & Authorize.net for secure credit card transactions. Once you begin the checkout process you will be transferred to the secure server (note the encryption icon at the lower left of most browsers). Kino does not store your credit card numbers.
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I still have doubts about ordering online. May I order with another method?

Of course! Orders can also be placed by:

    Telephone: Toll Free (800) 562-3330 or (212) 629-6880, Mon-Fri (10-6 Eastern Time)
    Fax: (212) 714-0871)
    Mail:
    Kino Lorber, Inc.
    333 West 39th Street, Suite 503
    New York, NY 10018
    United States of America

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Does Kino Lorber offer C.O.D. (Cash On Delivery) service?

No, all orders must be prepaid before delivery. Acceptable payment is by credit card (Master Card, Visa, American Express), personal check and money order.

Does Kino Lorber accept non-U.S. personal checks? Does Kino Lorber accept non-U.S. money orders? What about bank transfers / wire transfers?

Kino will accept foreign personal checks, however, they MUST be payable to a bank within the U.S, and in U.S. Dollars. Foreign checks not meeting these requirements will be returned.

The same requirements must be met for money orders (sometimes known as "bank drafts") -- they MUST be payable to a bank within the U.S. and in U.S. Dollars. We WILL NOT ACCEPT INTERNATIONAL POSTAL MONEY ORDERS!

Kino does not offer a bank transfer option, sorry.
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FAQs for Universities, Libraries, and other institutions

PLEASE VISIT KINO LORBER EDU AT www.kinolorberedu.com

Q. Does Kino accept Purchase Order numbers?
A. Yes, just go to the check out and select the box for Purchase Order #. The shipping address must be for the ordering institution. WE DO NOT ACCEPT POs for any OVERSEAS ORDERS. All overseas orders must be paid by Credit Card.

Q. Is there any educational discount?
A. Almost all of our titles are priced at low retail prices and all new releases are sold at a substantial discount. If you want to place a large order of titles which are not already discounted you can contact us directly to discuss a bulk rate discount.

Q. Do these films come with Public Performance Rights?
A. Many of our films are available with educational Public Performance Rights. PPR rights allow educational and non profit groups to exhibit our films to groups of 100 or fewer individuals where admission is not charged. The term of the public performance license is for the life of the DVD. However, if you intend to charge admission, expect an audience over 100, or publicly advertise the screening, then we ask that you contact us regarding an exhibition fee. Films purchased without Public Performance Rights are restricted for individual viewing or face-to-face teaching in the classroom only. Educational rates are now being offered on the video product page, and you may also call us at 212-629-6880 (M-F, 9-5 for details).
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What are my shipping options? How long does it take?

Rate calculations will be calculated during checkout, be sure to read prices carefully.

Kino offers shipping by US Mail via Fedex Smartpost. Charges for U.S is $6 for first DVD/Blu-ray then $1.00 for each additional item. Shipping outside of the U.S. is by Air Mail. For AK, PR, and PR there is an additional surcharge of $7. In most cases a tracking number is provided in your confirmation email. From time to time we may offer shipping incentives, these will be calculated during checkout.

FEDERAL EXPRESS rates (if available) will be offered during checkout

*PREFERRED SHIPPING AND HANDLING:
If you choose this option, orders placed by 1PM EST (M-FRI) can expect their order to be shipped the same day (unless the item is out of stock or pre-ordered). Options and rates will be offered during checkout.

If the order requires immediate attention or shipping outside of the continental U.S. we recommend that you call to inquire.

Kino's FREE SHIPPING offer is only available for orders shipped via US Mail Service (Media Mail) or Fedex Ground, options will be offered at time of checkout.

SHIPPING OUTSIDE OF THE USA

Kino ships DVDs and Blu-rays to Canada. Fees are $8 for the first item, then .75 cents for each additional item. . From time to time we may offer shipping incentives, these will be offered during final checkout. If a product is not available for delivery outside of our territory, the order may be cancelled.

Charges outside U.S. & Canada: $8.00 for first item; $1.50 for each additional item. If a product is not available for delivery outside of our territory, the order may be cancelled.

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Can I still order VHS Tapes?

Sorry, we're no longer producing VHS Tapes or laserdiscs.

For which region are Kino Lorber DVDs encoded?

Kino DVDs are "region-one", intended for use in North America. They are recorded, however, in NTSC format. Customers outside of North America may need a multi-system television and DVD player.

Why are certain titles not available on Blu-ray?

Blu-rays a new format. As titles become available in High Definition it's our hope to provide them for home viewing.

There are still many wonderful titles in our catalog available on VHS. You may also wish to consider purchasing an affordable DVD player to take advantage of the higher image quality, sound quality, and extras that DVDs offer.
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Why am I having difficulty playing certain Kino Lorber DVDs on my computer?

We don't know! There are so many different models of computers out there, running varying operating systems and software. We can not guarantee that all of our DVDs and Blu-rays will play perfectly on every model of computer.

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What if my video/DVD is broken or defective?

If you have purchased this copy directly from Kino, please return the item in question, and we will provide a replacement copy. If you have purchased a Kino title through another source, it should be returned there.
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May I return a video or DVD if I don't like it?

If truly unsatisfied, the customer may return or exchange the video or DVD for another of equal or lesser value or refund. The customer will be responsible for return shipping costs.

Free Catalog

FREE SHIPPING for orders $50 or More!
(USA orders, Canada ships free $100 or more)

FREE FEDEX GROUND for orders $75 or More!
(contiguous USA only)

Special Offers

Kino Lorber Education

  • Kino Lorber Edu
    We specialize in offering the best films available in Social Justice and Human Rights, Film Studies, Social Studies, Science and Philosophy, Religion and Spirituality.

    Click here to visit our site

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