FAQs
Below you'll find helpful tips about every aspect of being an Adultflix.com.au member.
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MEMBERSHIP
PAYMENT AND PRICING
CHOOSING DVDs
THE 'WISH LIST' PAGE
MY 'WITH ME NOW' PAGE
SENDING, WATCHING AND RETURNING DVDs
LOST OR DAMAGED DVDs
GETTING THE MOST OUT OF THE ADULTFLIX SERVICE
MEMBERSHIP
How do I join adultflix.com.au
If you haven't yet registered, you'll see a Join Now button at the top of every page. Click this to be taken to the registration page. To join, you must be at least 18 years of age and have a valid credit card. You also have to live in Australia.
We accept the following credit cards:
- Visa
- Mastercard
- Bankcard
How do I update my account details?
You can change your registration information at any time by visiting 'My Account Details'.
This includes changing your mailing address, email address and credit card details.
Help! I've forgotten my password!
If you've forgotten your password, click on 'Password Help' in the log-in page .
To request a new password, visit 'My Account Details' and click the “Edit” button.
How do I cancel my membership?
It's easy to cancel your membership. Just go to the 'Update My Account Details' page and click “Cancel”.
Remember:
- As soon as you cancel, we stop sending you DVDs.
- Billing only stops once we receive all our DVDs back from you.
How do I contact Adultflix?
There are several ways to get help from the Adultflix service team.
You can email us anytime at: help@adultflix.com.au
You can call our toll free phone line on: 1800 808 600*
Our operators are available 8:00 am to 8:00 pm (EST) Monday to Friday, and 10:00 am to 4:00pm (EST) Saturdays. Our operators are not available on Sundays or public holidays.
Or you can mail us at:
PO Box 7141
Canberra Business Centre
ACT 2610
If you email or write to us, we will get back to you as soon as possible. The telephone number takes you straight to an Adultflix customer service person, who will know everything there is to know.
* A free call from most fixed phones
PAYMENT AND PRICING
How much do I pay?
You can change the number of DVDs you receive at any time you like (customers who are on a free trial will need to wait until their free trial period has concluded).
There are a number of plans to choose from:
3 DVDs out at anytime $38.80 per month
2 DVDs out at anytime $29.95 per month
You can change your plan at any time via the 'My Account' page.
There are no other charges. Postage and return postage are free.
Are there different membership plans for different people?
If you wish to change to a higher or lower plan or pricing option, you may do so at any time. Click here if you wish to change your membership plan.
How secure are my payment details?
Very. We use 128-bit SSL encryption through secure servers to process all transactions. This means that all information, including your username, password and credit card details are scrambled to prevent anyone gaining access to them.
In order to protect your account, you are automatically logged out after 20 minutes of inactivity on any page.
CHOOSING DVDs
Okay, you have lots of movies. But which ones?
We have listed our movies by Genre, Stars and Studios, making it easy for you to find exactly what you are looking for.
As an added service, if you make sure to rate the movies you've seen using our rating system, we'll be able to recommend other titles to you based on what you do and don't like.
How do I create and view the list of DVDs I want sent to me?
Just use the menu on the left hand side of the page to browse through our library, or use our 'search' function to track down something specific.
Every DVD title on every page has a “Rent Now” button next to it. Click on this to add the title to your Wish List.
To view the titles you have selected to rent, click on the 'Wish List' link on the top of the page.
What does the Adultflix service define as a New Release DVD title?
A New Release DVD title is defined as any title recently released or re-released on DVD in the Australian Market. This includes classic movies released for the first time on DVD.
How can I tell if the DVD title I am interested in has been released on DVD yet?
If we have released a title on DVD, you'll find it by conducting a Search. Try searching for the title (or key words within the title) using the Adultflix "Movie Search" box located at the top left of the page. You may also search for a title by Genre, Stars appearing in the film and by the name of the Studio house who produced it. Note that, for their own reasons, studios or distributors do not make every single title they produce, available to the public to rent or buy.
THE 'WISH LIST' PAGE
This page details the DVDs you've selected to rent and are waiting to receive. The information is divided up into five columns:
Title
The name of the DVD.
Genre
What kind of title is it? Big Boobs? Fantasy? Maybe it falls into more than one category, like Kinky/Lesbian.
Priority
Click the priority boxes to tell us which DVDs you want to see pronto, and which aren't so urgent. There are three choices:
High – I want to see it as soon as you can send it to me.
Medium – I want to see it when it becomes available, but send my High Priorities first. This is the default option unless you choose otherwise.
Low – Yeah, I want to see it, but there's no great hurry.
We make every effort to send out High Priority titles first, but if they're not in stock, we'll send you the next available DVD on your list.
Remove
To remove a previously selected title, check the box in the 'Remove' column against the particular title and click the “Update” button at the bottom of the list.
Availability
This is the date that reserved titles (i.e. DVDs that are 'coming soon') will become available. At that time, the title will move from your 'Reserved' list to your 'Wish List'.
THE 'WITH ME NOW' PAGE
This page displays information regarding:
Title
The name of the DVD.
Rate it!
Click on a number (from 0-5) to tell us what you think of a DVD. Be sure to rate every DVD after you've seen it and be brutally honest so that we can learn about your preferences and suggest other hot titles you'll enjoy.
Sent
This is the date we posted the DVD to you. If you don't receive something we send, DON'T PANIC. Tell us the status of the DVD here.
Status
Here you can alert us to the status of individual titles:
- Damaged - Check this box if the DVD doesn't work or is damaged in any way.
- Lost - Check this box if the DVD has not arrived after more than 4 working days, or if you have misplaced it.
- Returned – Click this as soon as you have mailed back the DVD.
SENDING, WATCHING & RETURNING DVDs
So I started the my 'Wish List'. Which DVDs will I receive?
Your top priority choices may not be available the instant you select them. But, we will always send you the first available DVDs on your list. Keep more than 20 titles in your 'Wish List' to ensure that there are plenty we can send you without delay. Please see the 'Getting the most out of the Adultflix service' FAQ on why and how to prioritise your choice of DVDs.
Can I increase and decrease the number of DVDs sent to me?
There are a number of plans to choose from and yes, you can change between them. If you change your monthly plan, your billing will also change accordingly:
3 DVDs out at anytime $38.80 per month
2 DVDs out at anytime $29.95 per month
You can change your monthly plan at the 'Update My Account Details' page.
How do you send the DVDs to me?
Your DVDs are delivered straight to your mailing address and come in an unmarked envelope that fits most standard mailboxes (235 x 120mm). There should be no need to collect anything from the Post Office. A special return envelope is also included and return postage is free!
How long does it take to get my DVDs?
Your first DVD will arrive within a few days of confirming your registration and adding titles to your Wish List. Every time you send one back, we'll send you another straight away.
You need to allow a couple of days for the mail to get to us. We then fetch and post another DVD to your specified mailing address, which may also take a couple of days to arrive.
How can I get DVDs delivered to me faster?
As soon as you have put the DVD in the post, then you can check off its "Returned" box on your 'With Me Now' page and we'll send you another one. Remember that you can only have as many DVDs out at any one time as your membership plan allows.
How do I handle DVDs?
DVDs are sensitive to harsh treatment, so we have designed a special envelope to make handling DVDs easier for you. Please follow these simple instructions:
- Put your thumb in the centre circle and carefully slide the DVD up and out of the envelope (trying not to touch the surface).
- Always store your DVD in its special envelope out of direct sunlight, when not in use.
- Load the DVD and watch your movie over and over again.
General rules about handling, storing and cleaning DVDs
- Handle the DVD only by its outer edge to prevent fingerprints.
- Make certain the DVD is seated properly in the DVD player's tray before closing the tray door.
- Always store the DVD in its special envelope when not in use.
- Do not leave the DVD near a heating unit or in direct sunlight, such as near a window or in an unventilated car.
- Do not use any abrasive, solvent, or cleaning solutions. Chemical-based cleaners can damage the DVD.
- You may use a soft, clean cloth to wipe both sides of the DVD as needed. Always wipe - do not rub - the DVD in a straight line from the centre hole to the outer edge. Never wipe the DVD in a circular motion.
How do I return a DVD?
Put the DVD into the special return envelope supplied and seal it with the sticker also provided. Then simply drop it into any Australia Post mailbox. Return postage is free.
As there are no late fees, you can return each DVD whenever you feel like it. But the faster you return each DVD, the faster we can send you another one.
You told me you sent my next DVD but I haven't received it?
Please make sure your mailing address details are correct in the 'My Account Details' section.
Each time we fetch and send you a DVD, we post it to your specified mailing address and inform you by email. You need to allow a couple of days for it to arrive by mail.
If we have emailed you to advise that a DVD has been sent, but it has not arrived after four working days, go to the 'With Me Now' page and check the "Lost" box beside the title in question. We will dispatch another immediately and if the original DVD eventually turns up, please return it to us ASAP.
You can also let us know that you have not received a DVD by emailing us at help@adultflix.com.au or calling our toll-free number 1800 808 600*. Our lines are staffed 8:00 am to 8:00 pm (EST) Monday to Friday and 10:00 am to 4:00pm (EST) Saturdays. Our operators are not available on Sundays or public holidays.
* A free call from most fixed phones
I sent back my DVD but I haven't received another?
Every time you send a DVD back, we need to allow a couple of days for the mail. We then fetch and post another DVD from your 'Wish List' to your specified mail address, which may also take a couple of days to arrive.
Please make sure your mailing address details are correct in the 'My Account Details' section.
If you downsized your plan and now have more than your new quota of DVDs, we will withhold the next one until you have sent us back enough DVDs to be within your quota.
If you still don't receive the DVD, then please check the "lost" box on your 'With Me Now' page and we'll send you another one. If the DVD eventually turns up, please return it to us ASAP.
Note that we may charge you the replacement cost of the DVD if you are responsible for the loss of a DVD or the number of DVDs reported lost by you exceeds reasonable levels.
If neither of these situations apply, you can also let us know by emailing us at help@adultflix.com.au or calling our toll-free number 1800 808 600*. Our lines are staffed 8:00 am to 8:00 pm (EST) Monday to Friday and 10:00 am to 4:00pm (EST) Saturdays. Our operators are not available on Sundays or public holidays.
* A free call from most fixed phones
LOST OR DAMAGED DVDs
What happens if I get a damaged DVD, or damage one myself?
If a DVD appears damaged, first try cleaning the disc in the following way:
- Using a soft, clean cloth, wipe both sides of the disc in a straight line from the centre hole to the outer edge.
- Always wipe, DO NOT rub, the DVD.
- Never wipe the DVD in a circular motion.
- DO NOT use any abrasive, solvent, or cleaning solutions. Chemical-based cleaners can damage the DVD.
If this does not fix the problem, please check the "Damaged" box on your 'With Me Now' page beside the relevant title and then return it to us in the special envelope provided and we'll send you another one. Please also tick the "Damaged" box on the special return envelope before sealing it. This will ensure the disk is taken out of circulation.
If you would like to receive another copy of this DVD, please add the title back to your 'Wish List' and it will be sent to you in the usual way.
Note that we may charge you the replacement cost of the DVD if you are responsible for the damage or the number of DVDs reported damaged by you, exceeds reasonable levels.
You can also let us know by emailing us at help@adultflix.com.au or calling our toll-free number 1800 808 600*. Our lines are staffed 8:00 am to 8:00 pm (EST) Monday to Friday and 10:00 am to 4:00pm (EST) Saturdays. Our operators are not available on Sundays or public holidays.
Please see the 'How do I handle DVDs?' question above for further DVD care instructions.
* A free call from most fixed phones
I lost the special envelope – how can I send my DVD back to you?
You can also let us know by emailing us at help@adultflix.com.au or calling our toll-free number 1800 808 600*. Our lines are staffed 8:00 am to 8:00 pm (EST) Monday to Friday and 10:00 am to 4:00pm (EST) Saturdays. Our operators are not available on Sundays or public holidays.
By contacting us we can send out another envelope with your next disk or you can send it back in an Australia Post CD mailer to Returns Department, Reply Paid 7141 Canberra BC ACT 2610. This option requires that you purchase the CD mailer from Auspost.
* A free call from most fixed phones
What if I lose a DVD?
If you lose a DVD, please check the "lost" box beside the DVD's name on your 'With Me Now' page and we'll send you another one. If you later find the DVD, please return it to us ASAP.
Note that we may charge you the replacement cost of the DVD if you are responsible for it's loss or the number of DVDs reported lost by you, exceeds reasonable levels.
You can also let us know you have lost a DVD by emailing us at help@adultflix.com.au or calling our toll-free number 1800 808 600*. Our lines are staffed 8:00 am to 8:00 pm (EST) Monday to Friday and 10:00am to 4:00pm (EST) Saturdays. Our operators are not available on Sundays or public holidays.
* A free call from most fixed phones
What happens if I get the wrong DVD?
If you receive a title you have not selected, please return the DVD to us in the special return envelope and we'll send you another one.
Before you do, please identify in what way the DVD is incorrect and let us know:
- Is the movie correct but the label wrong?
- Is the label correct but the movie wrong?
- Did we send you a title that you didn't select?
You can also let us know that you've received the wrong title by emailing us at help@adultflix.com.au or calling our toll-free number 1800 808 600*. Our lines are staffed 8:00 am to 8:00 pm (EST) Monday to Friday and 10:00 am to 4:00pm (EST) Saturdays. Our operators are not available on Sundays or public holidays.
* A free call from most fixed phones
The DVD I have pauses in the middle of playing the movie. Is it damaged?
Unlikely. Most DVD’s are dual Layered and contain two layers of information on the disk. Some DVD players have a tendency for a slight pause when changing between layers.
Getting The Most Out Of The Adultflix Service
Why do you keep asking me to rate and review DVDs?
By rating DVDs we can determine what type of movies and shows you like and dislike. The more you rate, the more movies we can dig up that you might enjoy. By reviewing the DVD's which you have seen, you are also helping other members make decisions on what they feel they would like to see.
Why do I have to keep over 20 DVDs in my 'Wish List'?
Quite simply, the more DVDs you have in your 'Wish List', the more DVDs we'll have available to send you without delay. Your High Priority choices may not be available the instant you click on them but we will always send you the first available DVDs on your list.
Why should I prioritise my DVD selections?
You can assign specific priorities to all the DVDs in your 'Wish List'. This tells us which DVD we should try to send out next, so you get to watch all the ones you really want to see.
If you want a particular DVD urgently, you can mark it "high" in the "priority" column on your 'Wish List'. However, if someone else has it out, we will send you another DVD from your list instead. Set the ones you want to see first to “high” priority and the ones you want to see least to "low" priority. If you're really keen to see a DVD, set it to "high" to get it sent out as soon as it's available.
Remember:
- If you don't prioritise your list (high/medium/low), we will work through your selection list purely on the basis of when DVDs become available.