Q) How do I receive credit for a canceled item and do I have to reorder it when it is resolicited?

A) Each week, we receive cancellations from Diamond on our invoice and they are keyed then. The system automatically applies the credit to an order with an outstanding balance. If there are no orders with an outstanding balance, the system creates a credit order to be applied to a future order or credit card, at the customers request. Since that code has been canceled, the customer needs to place an order for that item under the new code when it is resolicited.

Q) Do you sell to retailers?

A) DCBS does not sell to retailers. DCBS is a retailer selling to individual customers.

Q) How is my order sent?

A) Primarily, shipments are sent by DHL Ground Service. DHL shipments are trackable and insured. Packages under 2 pounds or packages that are sent as a final shipment are sent by USPS Bound and Printed Matter or Media Mail. Shipments sent to PO Boxes, APO, FPO, Hawaii, and Alaska are sent by USPS with delivery confirmation, but are not insured. If you would like your package insured, please inquire about pricing. Canadian shipments weighing less than 4 pounds or more than 15 pounds are sent by USPS Letter or Economy Post. Canadian packages sent by USPS are not insured. If you would like your package insured, please inquire about pricing. Canadian packages weighing 4-14 pounds are sent by DHL Express and are trackable and insured. All other international shipments are sent by DHL Express. Please inquire for pricing for your country.

Q) When can I expect my regular month end shipment?

A) Regular monthly book shipments are packaged starting on the last Wednesday of every month. The only exception to this is when month end falls on a holiday and books are received by us a day late. Shipments are packaged and picked up throughout the week and all are picked up by DHL on Monday. When a confirmation is received, the airbill is not “trackable” until the package has been picked up. If you check the label status and it says “no status available, please contact us”, this usually means that the package has not been picked up yet. If your airbill tracking says this for several days, please contact us, and we will research this. If there are any concerns or shipping problems, please e-mail us and we will resolve the issue.

Q) When can I expect my weekly or twice a month shipment?

A) Weekly shipments are sent out on Wednesday each week. In weeks following a holiday, where we receive books a day late, shipments are sent out on Thursday. Twice a month shipments are packaged and sent out on the second Wednesday of the month for a 4 week month or the third Wednesday of the month for a 5 week month. The second shipment is sent with regular month end shipments. Weekly and twice a month shipments are only available to US customers.

Q) I have Symantec's Norton Internet Security (NIS) on my computer and I am using the Personal Firewall. I am having troubles adding items to my shopping cart and checking out. Is there anything I can do?

A) Yes - you have to setup www.DCBService.com as a trusted site in Norton Personal Firewall. To so this, follow these steps:

• Open Norton Personal Firewall
• Under "Status & Settings", click the "Privacy Control" link
• Click the "Configure" button on the right
• Click the "Advanced" button on the Privacy Control screen.
• On the Web Contents Options tab, click "Add Site" and add an entry for dcbservice.com.
• Select the dcbservice.com entry from the list on the left.
• De-select the "Use default settings" checkbox under "Information about visited sites" section on the Global Settings sub-tab.
• Select the "Permit" radio button that becomes active underneath.
• Click "OK"

Q) How do I use the Pull List?

A) Here is how the Pull List works. Place your first order through the shopping cart. You will receive your UserID and Password for our site in your e-mail order confirmation. Log into our site and begin adding items to your Pull List. You can add items in two ways. You can look at any of your existing orders and add items to your Pull List by using the quantity field to the right of each item and then clicking the "Update Pull List" button. Or you can go to "My Pull List" and use the Search box to find items in our database to add to your Pull List.

Once your Pull List is created, you can simplify creating your order each month. Just log into the site, click "My Pull List" and then click the "Create Order" button. Any items in your Pull List that are offered that month, will be added to your shopping cart. You will be able to modify the order before finalizing it.

The books are not automatically pulled, the list is just a tool for you to use each month to create your order.

Q) What do I do if something is missing/damaged from my shipment?

A) Please notify us by e-mail within 48 hours of receipt of your shipment and we will be happy to replacement your missing/damaged item(s).

Q) When will my order be charged?

A) If you place an order only containing collectibles (statue, busts, or action figures), your order will be charged once all items have arrived and are being readied for shipment.

If you place an order containing collectibles and books or books only, your order will be charged in the middle of the month following the order placement.

Q) When can I expect my order?

A) Pre-order items are typically offered two-months in advance. With each order placed, the customer schedules a corresponding shipment. So placing an order in February schedules a shipment for April, March schedules a shipment for May and so forth. If you skip a month, it's not a problem, there just won't be a corresponding shipment. Once your next order is placed a new shipment is scheduled and any late arriving items are held and sent with the first available shipment.

If you discontinue your orders or if you are a one time customer, any late shipping books will be sent in one final shipment after all items have arrived. There is no additional cost for this shipment. Final shipments to customers outside the US will be assessed the actual shipping cost for the final shipment.

If you are a collectible only customer, your order will be sent once all items from your order have been received. If you would prefer to receive your items as they arrive, the additional cost is $5.95 per additional shipment. Please e-mail us after your order placement if you would like to have that option added. This option is only available to orders shipping in the Continental Unites States.

Q) Can I cancel an order?

A) Unfortunately, we do not accept order cancellations. In the event that an order cancellation is authorized, we will charge a 25% cancellation/restock fee. In order for us to offer the prices we do, it is important to maintain a minimum amount of inventory.

Q) When can I expect a response to my e-mail?

A) Generally, we try to respond to e-mails within 48 hours. However, there are times when we receive a high volume of e-mails and responses may take longer.

Q) When an item has been released, if it is on your site, does that mean it is in stock and ready to ship?

A) We do have some items in stock, but the majority of items that have been released are in stock with our distributor and takes 7-10 days to arrive to us. If you are placing an order and have time constraints, please e-mail us to ask the availability and we can give you a more specific time to expect your order to arrive.