CUSTOMER SERVICE

 

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

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•How does the ordering system work? Is it a safe system?

•May I order with another method?

•Does Pathfinder offer C.O.D. service? Does Pathfinder accept non-U.S. personal checks?

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

•What is Pathfinder's policy regarding customer privacy?

•In which format are Pathfinder videocassettes recorded? For which region are Pathfinder DVDs encoded?

•Why am I having difficulty playing certain Pathfinder DVDs on my computer?

•What if my video/DVD is broken or defective? – Return policy.

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

Pathfinder uses a company called Americart to process online purchases. Americart is a "secure server" which encrypts a customer's information when an order is submitted.

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•Here's Americart's own explanation:

Q: You say you offer "secure server" for credit card security. What does that mean and how does it work?

A: The goal of Americart security is to achieve one thing: Deliver credit card information from the customer to the merchant with the minimum possibility of exposure to prying eyes. Our primary tool for this is the utilization of secure data encryption. We encrypt the information between the customer and the cart, and then you retrieve credit card information the same way. Although orders are emailed to you in the clear, we strip off the credit card number, which you then retrieve through your secure browser, thus completing the secure path.

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

Orders can also be placed by fax (310-664-0400), by phone (toll-free, 1-800-953-9666) or by mail
801 Ocean Front Walk, Suite 7, Venice, CA 90291

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•Does Pathfinder 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), and money order.

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•Does Pathfinder accept non-U.S. personal checks?

Pathfinder will not accept foreign personal checks.

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

Pathfinder offers shipping by UPS Ground service. Charges for U.S & Canada: $4.50 for first cassette/DVD; $1.00 for each additional item. Pathfinder will not ship outside of the U.S. or Canada.

Customers within the U.S can expect delivery in about two weeks; non-U.S. customers should allow three to four weeks for delivery. Pathfinder also offers Federal Express shipping (U.S. ONLY), but these orders should be made by phone (toll-free, 1-800-953-9666). Call for details.

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•What is Pathfinder's policy regarding customer privacy?

Like many mail-order companies, Pathfinder maintains a mailing list of customer names and addresses. Unlike most of those companies, however, Pathfinder does NOT sell its customers' information. Our database is used for mailing Pathfinder catalogs and monitoring orders, nothing else.

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•In which format are Pathfinder videocassettes recorded?

Pathfinder videocassettes are recorded in the North American NTSC format. For best quality, cassettes are duplicated using the SP (Standard Play) setting.

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•What if my video/DVD is broken or defective?

If you have purchased this copy directly from Pathfinder, please return the item in question, and we will provide a replacement copy. If you have purchased a Pathfinder title through another source, it should be returned there. Unsatisfied content does not apply.