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If your question hasn't been answered by these FAQs, please submit your question
to
customer support at info@animelane.com.
How do I get DVDs sent to me?
Do I need to check out?
What rental plans does Anime Lane offer and what do they cost?
How do your upgrade offer and referral program work?
How does Anime Lane's Semi Annual plan work?
How do I buy DVDs from Anime Lane at a discount?
How do I get Anime Lane prepaid gift subscription and how much is it?
I got a credit card error notice. What should I do?
Why am I seeing less titles on your sites after I register?
How many DVDs should I put in my queue?
How long will it take to receive my DVDs?
How do I return the DVDs after I've watched them?
What is the "Self Return" feature? How do I use it?
I got an email message that my DVD was sent, but it hasn't arrived in the mail yet.
I mailed back the DVDs but Anime Lane never got it.
What happen if I broke the disc?
What should I do if the disc I got would not play?
What should I do if I lose the return envelope, disc sleeve or protective pouch?
Where can I preview upcoming titles?
Can I suggest a DVD title that's not in your catalog?
How do I post a movie review?
If I change my plan, when does the change happen?
What is Anime Lane's cancellation policy?
How do I update my shipping address/credit card info/contact info?
What to do if I forgot my password?
What are Anime Lane's customer support and operating hours?
Can I return my DVDs to anime lane in person?
What is Anime Lane's mailing address?
How does Animelane store work?
How does Animelane streaming video work?
what is Google Checkout?
What is the shipping policy for purchasing DVD through Google checkout?
What is the return/exchange policy for purchasing DVD through Google checkout?
HOW DO I GET DVDs SENT TO ME?
The Wishlist is the list of
movies that you would like to rent. You add a title to the Wishlist by
clicking the "Rent" button by any title on the Anime Lane site. We will
send the available DVDs on your Wishlist, two at a time, by US Postal Service.
If any of your first two titles is not in stock, we will send you the next
available
titles
in your Wishlist. After you have finished watching any two DVDs, return
them to us in the pre-paid mailer and we will send you the next available
titles
in your Wishlist.
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DO I NEED TO CHECK OUT?
No. All you have to do
is put movies in your Rental Queue. You can change the order of items
in your Rental Queue by adjusting the numbers in the Ranking column and
clicking the Update button. You can remove items at any time by
clicking on the checkbox in the remove column next to the title you
want to remove and clicking the Update
button. Anime Lane will automatically send you DVDs up
to the
most allowed
out at once according to your plan level.
WHAT RENTAL PLANS DOES ANIME LANE OFFER AND WHAT DO THEY COST?
Anime Lane's rental plans are as follows:
- 2 DVDs out at a time @ $12.99/mo.** (*intro price: $9.99/mo)
- 2 DVDs out at a time @ $15.99/mo. (*intro price: $9.99/mo)
- 4 DVDs out at a time @ $22.99/mo.** (*intro price: $19.99/mo)
- 4 DVDs out at a time @ $27.99/mo. (*intro price: $19.99/mo)
- 6 DVDs out at a time @ $34.99/mo.** (*intro price: $29.99/mo)
- 6 DVDs out at a time @ $38.99/mo. (*intro price: $29.99/mo)
- 8 DVDs out at a time @ $45.99/mo. **(*intro price: $39.99/mo)
- 8 DVDs out at a time @ $49.99/mo. (*intro price: $39.99/mo)
- 10 DVDs out at a time @ $59.99/mo. (*intro price: $49.99/mo)
- 12 DVDs out at a time @ $69.99/mo. (*intro price: $64.99/mo)
*-applies to your first 2 months of service for new members only **-indicates our new, more affordable economy plans with NO SELF RETURN privileges
For instance, if you're set up on the 4 out plan at $27.99 per month, our standard
membership rate, you can have up to 4 DVDs out at any one time. The higher your
plan, the more movies you will have available to watch at any given time. Once we receive
a return, we send your next rental out to you on the next day. If you use our Self Return feature, you can have your DVDs sent to you even sooner!
HOW DO YOUR UPGRADE OFFER AND REFERRAL PROGRAM WORK?
It's simple! In our referral program, we reward you
for telling people about our service; when they sign up, we tack
another month on to your introductory period. Simply put, 1 sign-up
friend = 1 month extension of intro price. You can use the email format
available within the site (click on the link
from the "tell a friend" box on the right hand side menu box) to email
your friend, and please tell him/her to put your email address in the
order comment page when signing up. When your friend successfully signs
up, we'll notify you by email that you get 1 additional month of
introductory period pricing. There’s no referral limit! You can keep paying the intro price forever if you play your
cards right!
For our upgrade offer, if you upgrade your plan
before your initial 2-month or extended intro period expires, you’ll
get two months of introductory period pricing for the new plan. Plus
you can take advantage of the referral program again. If you have
additional questions about these offers, please email info@animelane.com.
HOW DOES ANIME LANE'S SEMI ANNUAL PLAN WORK?
We offer the following semi annual prices for our subscribers:
2 DVD plan - $84.99 for 6 months
4 DVD plan - $154.99 for 6 months
6 DVD plan - $214.99 for 6 months
8 DVD plan - $274.99 for 6 months
10 DVD plan - $329.99 for 6 months
12 DVD plan - $404.99 for 6 months
Simply email us at accounts@animelane.com to subscribe to the plan that you choose,
and on your next billing date we will charge your credit card with a
one time charge of 6 month subscriptions. Your
next charge will occur 6 months after that date for the same amount.
You can still CANCEL AT ANYTIME, and as soon as we receive all the DVDs
you have out, we will credit your account with the subscription amount you
have not used counting from your next billing anniversary date.
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HOW DO I BUY DVDs FROM ANIME LANE AT A DISCOUNT?
As an Anime Lane member, you can now take advantage
of a special discount to build your own Anime & Asian Movies DVD
library! Plus your order will be shipped to you free of charge!
You can purchase previously viewed DVDs at 25% off suggested retail
price, or new DVDs at 15% off suggested retail price. For a limited time only, we also have new Hentai DVDs and PC CD-ROM games for sale at up to 30% off. Inventory on previously viewed DVDs may not be available if the title is out of
print, and may take up to 2-3 weeks to ship. The previously viewed DVDs
will be guaranteed to play. If the DVD you intend to purchase is in
your possession as a rental, please email us at sales@animelane.com for a price quote, and after your credit card
has been charged for the price, we will send the DVD case (with any bonus disc, if any) to your mailing address.
For new DVDs, shipping time will generally takes 1-2 weeks after the release date.
To take advantage of your member only discount, email us today at sales@animelane.com with a list of titles and preference for new or previously viewed DVDs for price quote and availability. HOW DO I GET ANIME LANE GIFT SUBSCRIPTION AND HOW MUCH IS IT?
Prepaid gift subscription is available for all plans for 6 month period with the following price:
2 DVD plan - $71.94 for 6 months
4 DVD plan - $134.94 for 6 months
6 DVD plan - $194.94 for 6 months
8 DVD plan - $254.94 for 6 months
10 DVD plan - $314.94 for 6 months
12 DVD plan - $404.94 for 6 months
The account is transferable one time once the prepaid amount is depleted, at which time the new account holder will pay the regular monthly fee for the plan chosen.
Your credit card will be on file with us until the end of the gift subscription or the account is transferred to a different name, and may be charged for lost or damaged DVD if deemed necessary.
We only rent out adult/hentai titles to subscribers over 18 years old, so if the person for whom the gift subscription is for wants to rent those titles we will need a proof of age from him/her.
There will be no refund and no cash value for the gift subscriptions.
If you have any question, email us today at info@animelane.com I GOT A CREDIT CARD ERROR NOTICE. WHAT SHOULD I DO?
There is a few possibilities that might cause an
error: (1) if you enter your information incorrectly. Please double
check the credit card number, expiration date, name (should be exactly
as it appeared on the card), and billing address including zip code.
Please make sure that you do not use space between the credit card
numbers.
(2) If you have registered and saved your profile without entering your
credit card information. For security reason, our system would not
capture credit card information entered at a later time if it was not
entered initially.
If this happens, you will need to either restart the registration
process or please email us at support@animelane.com.
To re-register, please let us know in advance so that we can reset your
account and capture your rental queue, therefore you would not need to
reenter your queue. (3) If you have not selected a plan. Without
choosing a plan (ie., how many DVDs out in a month) our merchant
provider would not be able to process your credit card.
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WHY AM I SEEING LESS TITLES ON YOUR SITE AFTER I REGISTER?
Anime Lane employs an age-based content filtering
system to allow users to only see those titles in their account which
they deem age appropriate. When you go through the registration process
for your Anime Lane membership, you are given the option to select the
content ratings that will apply to your account. When you select a
particular content rating, you will be able to view all titles that
have that content rating. In order to view all of the titles in the
Anime Lane inventory, you must select (highlight) all of the ratings in
the ratings list. To change the preferences for your existing account,
log in and click on the "My Account" link in the main navigation bar.
At the bottom of the account information page, click the "Edit Account"
button and in the "Options" section, follow the instructions for
selecting multiple ratings. Make sure you enter and re-enter your
password at the bottom of the page and then click the "Continue" button
to save your changes. You should then be able to view all titles in the
Anime Lane inventory. If you have any questions about content ratings,
please email us at support@animelane.com.
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HOW MANY DVDs SHOULD I PUT IN MY QUEUE?
You should update your Wishlist frequently so we will never
run out of DVDs to send you. We suggest that you keep 30 to 40 titles in
your Wishlist at all times.
Remember, the more movies you rent, the more value you get from your membership.
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HOW LONG WILL IT TAKE TO RECEIVE MY DVDs?
We mail the DVDs via US Postal Service, and shipping normally takes about
3-5 days. Note: Anime Lane is located in Northern California so shipping to the East Coast as well as Hawaii, Alaska and Puerto Rico may take more than 5 business days on occassions.
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HOW DO I RETURN THE DVDs AFTER I WATCHED THEM?
You will receive two DVDs at a time in a two-section paper mailer. Each
DVD will be enclosed in its own plastic sleeve, inside a styrofoam pouch.
When you receive our mailer, tear off the top portion with your address on
it. When you are done watching the DVDs, just put both DVDs back in the styrofoam pouch and then into the bottom part
of the mailer already pre-stamped and addressed to Anime Lane, seal the mailer,
and drop the mailer in any US Mail box. Please always use the sleeve and styrofoam poach when returning DVDs.
You will be liable for any damaged DVD sent back without the sleeve and pouch. You will receive an automatic email
confirmation when Anime Lane receives your DVDs and we will send you the next
available titles in your Wishlist.
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WHAT IS THE "SELF RETURN" FEATURE? HOW DO I USE IT?
You can get your next set of DVDs even faster when you use Self Return! You can save
between 2-5 days time by just letting us know that you have returned your DVDs, something that you can’t
get from just any online DVD rental site! To use this feature, simply log in to your Anime Lane account after
you have placed the DVDs in the mail. In your Rental Queue, under the section marked "Item(s) in your possession", click the "Self Return" button underneath the two titles that you've just returned.
This will notify us to send the next available titles on your Rental Queue on the next business day. Remember to
return two discs at a time per return mailer. As always, your delivery time is subject to several factors including
US Postal Service delivery schedules. Note: Self
Return is not an automatic feature; you must log in to your AnimeLane
account and click the Self Return button for the discs you've returned.
The maximum number of DVDs you can have out is twice your plan limit.
If your plan is the 2 out at a time, you can have 2 movies in Self Return and 2 movies outstanding for a total
of 4. The movies in the Self Return section must be received by us (or
10 business days have elapsed after you send them out) before we can send
out your next available set of DVDs. (please see example in the Terms of Use section) PLEASE NOTE THAT SELF RETURN IS NOT AVAILABLE FOR
THE FIRST SHIPMENT FOR ANY NEW CUSTOMERS IN ORDER TO ENSURE PROPER DELIVERY AND RETURN PROCESS FIRST. For more about the Self Return feature, please check out our Terms of Use.
IF YOU HAVE CHOSEN ONE OF OUR NEW, MORE AFFORDABLE ECONOMY DVD PLANS, YOU ARE NOT ELIGIBLE FOR THE SELF RETURN FEATURE.
If you have any questions about the Self Return feature, feel free to email us at info@animelane.com.
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I GOT AN EMAIL MESSAGE THAT MY DVD WAS SENT, BUT IT HASN'T ARRIVED IN THE MAIL YET.
Sometimes the US Postal Service doesn't deliver the DVD promptly or the DVD
has gotten lost. Please wait ten (10) business days. If it still has not arrived, please
e-mail customer service
at support@animelane.com so we can help you receive the movie you want as
soon as possible.
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I MAILED BACK THE DVDs BUT ANIME LANE NEVER GOT IT.
Please wait for ten business days from the date that you sent the DVD. If we still have not confirm
the receipt of the DVD, please e-mail customer support at support@animelane.com.
We would ask you to file a lost report with the USPS at this link https://postalinspectors.uspis.gov/forms/MLNtRcvd.aspx and email us the confirmation number you get from them
before we can process your next available rentals.
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WHAT HAPPENS IF I BROKE THE DISC(S)?
A replacement charge of $24.99 per disc will be billed to your credit card.
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WHAT SHOULD I DO IF THE DISC I GOT WOULD NOT PLAY?
Some disc would not play in PS2, desktop or notebook computer, older
DVD player, or portable DVD player. If you were trying to play the disc
on any of the above, please try
it again on a different DVD player. If you are still having a problem, email us at support@animelane.com. We will send you another
copy of that title, if available, or the next available title on your Wishlist.
Please send back the damaged disc with a note so we know you had a problem
with it. Please do not resurface, alter, scratch, apply cleaning solvent
or use abrasive technique to try to repair our discs.
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WHAT SHOULD I DO IF I LOSE A RETURN ENVELOPE, DISC SLEEVE OR PROTECTIVE POUCH?
If you lose a return envelope, disc sleeve or protective pouch, please let us know at support@animelane.com
and we will send you the replacement shortly. Please note that you will be liable for damages to the discs if they are sent without the sleeves or protective pouch.
Please do not put more than 2 DVDs in our mailer, as it will increase the risk of damage and delay the shipment.
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WHERE CAN I VIEW A LIST OF UPCOMING TITLES?
You can view a list of
DVDs that are due to be released in the near future, as well as their
expected release dates, in the "Upcoming Release" category on the very top of our rental category box.
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CAN I SUGGEST A DVD TITLE THAT'S NOT IN YOUR CATALOG?
We would love to hear from you. Please send title suggestion to info@animelane.com and
we'll consider it carefully. As long as that title is available for US release and
not out of circulation, we will do our best to find it.
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HOW DO I POST A MOVIE REVIEW?
We encourage you to let
others know what you think about anime and Asian live action titles
that you've seen. Currently, we allow only registered members of
Anime Lane to write reviews. When you post a review, only your
first name and your review are displayed. To write a review,
simply log in to your Anime Lane account and navigate to the detail
page of the title you wish to review. From there, you can either
click on the icon in the "Reviews" box on the sidebar, or you can click
the "Reviews" button below the DVD details. If you click on the
Reviews button, you'll see a list of the reviews previously submitted
for that title (if any) and you can then click the "Write A Review"
button to add your own review. DVD reviews will be monitored by
Anime Lane personnel and reviews with inappropriate or offensive
language will be removed at our discretion.
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IF I CHANGE MY PLAN, WHEN DOES THE CHANGE HAPPEN?
Any plan change does not take effect until the beginning of your next billing month.
On that date, you new plan will start and will be billed for the new plan fee.
If you are increasing your plan, you will receive more DVDs starting that date.
If you are decreasing your plan you will not receive any new DVDs until you return
your extra DVDs.
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WHAT IS ANIME LANE'S CANCELLATION POLICY?
If for some reason you need to cancel your membership, you can close
your account
by sending an email with your cancellation request at least 7 business days before your next billing anniversary date to accounts@animelane.com.
Your billing anniversary date is listed under "My Account" section as the account creation date. You will have until your next billing anniversary date to send your outstanding
rentals back to us. We do not provide refunds or credits for any partial
monthly subscription periods. If your discs are not received by the next billing anniversary date,
you will be billed for the suggested retail replacement costs of the unreturned
DVDs.
No additional DVDs will be shipped out to you once you submitted a cancellation request. Back to Top
HOW DO I UPDATE MY SHIPPING ADDRESS/CREDIT CARD INFO/CONTACT INFO?
You must be logged in to
change any of your personal account information. After logging
in, click on the "My Account" link in the main navigation bar.
This will allow you to view your current account information, including
your contact and billing information. To make changes to this
information, click on the "Edit Account" button at the bottom of the
page. After editing your information and making sure that all
required information is complete, please be sure to type in your
password (the change will not go through unless you type in your
password) and then click "Continue" to save your
changes. You are responsible for providing us with an accurate shipping
address, including apartment # or unit # where applicable. If DVDs that
we sent you got lost in the mail because of incorrect address, we
reserve the right to charge you the retail price for the missing DVDs.
If you change your shipping address, to avoid shipping
mistakes or delays please also email your new shipping address to accounts@animelane.com.
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WHAT DO I DO IF I FORGOT MY PASSWORD?
To reset your password, click on the "Login" link on the main page of the
Anime Lane site. Then click on the forgotten password link
and submit your registered username (remember: this is the email address
you gave when you
signed up with the service). Your password will be sent to your registered
email address. You may then log in as usual. If you're still unable to
log in, email support@animelane.com for more help.
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WHAT ARE ANIME LANE'S CUSTOMER SUPPORT AND OPERATING HOURS?
Anime Lane customer support is handled via e-mail on
Monday through Friday, 10.00 AM - 5.00 PM, and Saturday 10.00 AM to
2.00 PM
Pacific Time. DVDs marked Self Return beyond the 5.00 PM or during the weekend will
be processed the next business days.
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CAN I RETURN MY DVDs TO ANIME LANE IN PERSON?
No. We design our service to work most effectively when all DVD rentals and returns
are done via USPS. We cannot be responsible for any lost discs when you return
them at our physical address or to unauthorized personnel.
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WHAT IS ANIME LANE'S MAILING ADDRESS?
P.O. Box 60879, Sunnyvale CA 94088-0879
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HOW DOES ANIMELANE STORE WORK?
We, animelane.com, hosts the online store that is powered by Amazon.com.
You can browse, shop and put item(s) in your shopping cart within our online store,
but once you are done and click the "Proceed to checkout" button, you
will be taken to a new window or tab from Amazon.com that would prompt you
to confirm adding the item(s) to Amazon.com shopping cart. At this point
you will have to be signed in to your Amazon.com account, or to create one
if you do not already have one. This is necessary to ensure that your checkout
is secured and guaranteed by Amazon.com
Since all transactions are dealt through Amazon.com, and all the products and
product description hosted on our online store are provided by Amazon.com,
Animelane.com would not be responsible for any misrepresentation of the product(s).
Animelane.com does not process nor ship any of the order from this online store,
so any problem or question should be addressed to Amazon.com directly by going to the Amazon.com help page or contact their customer service.
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HOW DOES ANIMELANE STREAMING VIDEO WORK?
We, Animelane.com, hosts the streaming videos provided by third party site, which are megavideo.com and veoh.com.
The streaming videos can be viewed directly on Animelane.com site without a current membership.
There is no need to put these titles in your rental queue, since there is no physical DVD for them we would not be able to send them to you.
We only put up titles that are currently unlicensed for US distribution. We will take those video off our site as soon as they becomes licensed in the US. Please support the US Anime industry by renting or buying the DVDs as they are licensed.
How to view: Click on the play button on the lower left hand corner of the screen. You may be taken to their sponsor page that opens a new browser tab. Simply close this tab, and you will be back at the animelane.com page where you originally started with the video already playing.
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WHAT IS GOOGLE CHECKOUT?
Simply put, it is a faster, safer, and more convenient way to shop online. With Google Checkout™ you can quickly and easily buy from stores across the web and track all your orders and shipping in one place.
Learn more about Google checkout
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WHAT IS THE SHIPPING POLICY FOR PURCHASING DVD THROUGH GOOGLE CHECKOUT?
Shipping is free for US domestic addresses, including Hawaii, Alaska, APO and FPO, via USPS First Class or Parcel Post. Delivery confirmation is included with every shipment. When you purchase 4 or more items and make 1 payment for them, US domestic free shipping will be upgraded to USPS Priority Mail. Items will be shipped Monday to Friday within 2 business days of payment clearance. Insurance is additional $1.75 for up to $50.00 value or $2.25 for up to $100.00 value. Please indicate this preference when you are checking out.
Once your item shipped, you will be emailed a delivery confirmation number. This enables you to track the package through www.usps.com. For the best help on your shipping queries or delays, you can call 1-800-ASK-USPS (1-800-275-8777)
CANADIAN BUYERS: Shipping via USPS first class mail is $2.00 per DVD or $4.00 per box set. Insurance is not offered.
INTERNATIONAL BUYERS: PLEASE E-MAIL US PRIOR TO BIDDING WITH YOUR COMPLETE MAILING ADDRESS, AND WHAT ITEMS YOU WOULD LIKE TO PURCHASE IN ORDER TO GET A SHIPPING QUOTE.
Please note that the buyer is responsible for all customs and duties of the destination country.
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WHAT IS THE RETURN/EXCHANGE POLICY FOR PURCHASING DVD THROUGH GOOGLE CHECKOUT?
All our used DVD's are inspected and tested (on a DVD player, not a game console) prior to shipment. So we guarantee that they will play perfectly.
Returns are accepted within 7 days of receipt. There will be a 15% re-stocking fee to cover any fees incurred. Items returned are expected to be in the same condition as was shipped to you. Returns on new items will only be in unopened condition. Exchanges will be accommodated if available, on defective items only after we test the items.
Shipping costs will not be refunded and return shipping costs are to be paid by the buyer.
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