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ORDERING

How do I place an order?

Ordering gear online at Filmtools.com is easy and secure. You can find any item we sell on our website by browsing through the site's main menu or by using the product search in the upper right-hand corner of every page. When you find a product you'd like to purchase, simply click the "Add to Cart" button for that product. The Shopping Cart page will then display the items in your cart and will allow you to change the quantity of each item you've selected or remove items. From the Shopping Cart page, you can either proceed to checkout or continue shopping.

When you have finished shopping, click on either the"Shopping Cart" or"Checkout" button at the top-right of the website to review your selections. When you are satisfied with your order, click the"Proceed to Checkout" button to complete your purchase.

Note: If you experience any problems with items disappearing from your shopping cart, make sure you have Cookies enabled in your web browser.

How do I track my order?

All customers receive a shipping confirmation email that includes a tracking or delivery confirmation number. To track an order after it has been shipped, visit the appropriate carrier's website for online tracking.

UPS Package Tracking

DHL Package Tracking

FedEx Package Tracking

*Customers who place their orders over the phone must supply an email address and request a tracking number to receive one.

*Customers who choose to PICK UP their order may choose our Filmtools Warehouse in Burbank, CA as their pick up location. Customers will receive a confirmation phone call once their order has been processed and is ready to be picked up. Orders placed before 2:00pm PST MON - FRI are generally ready for pickup within 4-6 hours from the time the order is placed. Orders placed after that time or on SAT or SUN are typically processed the following business day. (Customers who need their order sooner or would like to pick up same-day on Saturday should call customer service prior to placing their order to make arrangements.) If you need to know the status of your PICKUP and you haven't yet received a call from us, please call customer service during business hours. In CA: 818-845-8066 or Nationwide Toll-Free: 888-807-1900 M-F 8am-6pm / Sat 9am-5pm PST

Warehouse Address
Filmtools - Vanowen
4514 Vanowen Street Burbank, CA, 91505

Can I order by phone, FAX, e-mail or postal mail?

Our secure online ordering process is the preferred and most expedient method of ordering from us. However, we understand that there may be times when you would prefer to order by phone, FAX, e-mail or regular postal mail.

Phone: To order by phone, call our sales department and provide your sales representative with the item #'s / quantities for each product you'd like to order as well as your payment and shipping information. A tracking number for your order is available upon request so long as you provide your sales rep with an e-mail address to send it to.

Fax/Mail: To order by FAX or postal mail, add all of the items you want to purchase to your online shopping cart and then print out the shopping cart page. Mail or FAX your print-out with payment to:
Filmtools
attn: Sales Department
1400 W. Burbank Blvd.
Burbank, CA 91506
FAX #: 818-845-4237

FAX & mail orders may be paid by credit card, check or money order. We will begin processing the order as soon as it is received. Also be sure to include an email address to receive an order confirmation and tracking information on your shipment.

E-MAIL: We do not accept orders via e-mail for security reasons, however you may e-mail our sales department to request an order quote, providing the item #'s / quantities for each product you'd like to order as well as your shipping information and call-back phone number. A Filmtools sales representative will respond to you in a timely manner to discuss payment options. Never e-mail your credit card number!

What forms of payment does Filmtools.com accept?

Filmtools.com accepts online payment by Visa, MasterCard, Discover, American Express, and PayPal. If ordering by mail or fax, we accept payment by the aforementioned credit cards as well as by check or money order.

If you are paying with a debit card, it is standard procedure for our system to request a pre-authorization from your bank before your order is processed. The pre-authorization will confirm that your bank account has sufficient funds available to cover your order purchase. The funds are not actually removed from your account until we ship the order to you. You may see both the pre-authorization and the charge on your account, but this is not a duplicate charge. The pre-authorization will be removed within a few days, depending on your bank. At that time, you will have only been charged for the item(s) that have been shipped.

Filmtools.com charges for the processed in-stock items, plus the adjusted amount of shipping & handling costs. Payment for any backordered items, plus shipping, will be charged upon shipment if you request a split shipment.

Does Filmtools.com honor the 6.25% California State Teleproduction Tax Discount?

Yes. Filmtools isn't in the tax consulting business, but certain companies that meet California State's criteria are entitled to a 6.25% Teleproduction sales tax break. This means that if a qualifying institution were to normally pay 9.75% tax on a purchase in California, you would only have to pay 3.5% sales tax because of the tax break offered in CA Regulation 1532. Download the California State Form below and check with your tax counselor to see if your business qualifies. If it does, please send us a signed copy and we'll apply the tax discount on your orders. To find out more in regards to this information, please visit California Department of Tax & Fee Administration.

How do I use a promo or coupon code?

At the bottom of your Shopping Cart and Checkout pages, you will find a section titled "Coupon Code / Gift Certificate Code (optional)". Enter the code into the box and click"Apply" to update your order subtotal. Limit one promo or coupon code per order.

How do I use a gift certificate code?

At the bottom of your Shopping Cart and Checkout pages, you will find a section titled"Coupon Code / Gift Certificate Code (optional)". Enter the code into the box and click"Apply" to update your order subtotal. Multiple gift certificates can be used on a single order.

What if an item is not in stock?

We make every effort to keep our shelves stocked full. However, in the rare case that part of your order is out of stock, we'll let you know by email or phone that we're shipping the available items immediately, and the rest as soon as it becomes available. In some cases if the backordered items are integral to the rest of the order, you have the option of waiting to ship them all together once the backorders come in. In this case your order status will be changed to"On Hold" until the backordered items arrive in our warehouse. Secondary shipments containing backordered items will be shipped on our dime, at no additional cost to you.

Note: If you are using e-mail filters and/or blockers, be sure to add Filmtools.com to the safe sender list in your address book to ensure that you receive our notifications and updates.

How can I cancel or change my order?

Please remember that in-stock items ordered before 3:30pm (NOON) PST will ship the same day! If you need to cancel or change an order, please Open a Ticket using the Leave a Message Feature Below and Select Order Cancellation as your subject or call using extension 110 as soon as possible with your request. Cancellation or change of an order that has already been shipped typically involves return of merchandise or additional shipments. We apologize for any inconvenience. Please refer to our return policy and exchange process for additional information.

What if Filmtools.com is unable to accept my order?

Please note that Filmtools.com may be unable to accept or may need to cancel certain orders. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason. Situations that may result in your order being canceled include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information, or problems identified by our credit and fraud avoidance department. We may also require additional verifications or information before accepting any order. Filmtools.com will contact you if all or any portion of your order is canceled or if additional information is required to accept your order. If your order is canceled after your payment has been processed, Filmtools.com will issue a credit to your payment method in the amount of the charge.

Is shopping at Filmtools.com secure?

You can feel completely secure when ordering from Filmtools.com as all online transactions are handled with an industry-standard technology called Secure Sockets Layer (SSL), which encrypts (or encodes) sensitive information before it is sent over the Internet. For more information about the protection of your personal information, you can read our Privacy Policy.

Computer Monitor Color Accuracy?

We do our best to accurately represent the appearance of the products we sell on our online store. However, please keep in mind that if your monitor color settings have been changed or are not set to the default standard settings, a product's true colors may not appear as they should on your screen.

Can I get a student / educator discount?

Student and educator discounts are available on certain brands including: Sekonic, Manfrotto, and Westcott. Please click here to download the student/educator verification form and fax in the completed form along with a copy of your course curriculum before placing your order. Students must also include in the fax a copy of their valid student I.D. Educators must include a copy of their valid faculty I.D. and accredited academic institutions must also include a copy of a valid school purchase order.

Filmtools does not publish a printed catalog. Instead we maintain a"live" catalog here on our website. This way our customers have access to the newest products (we add new products almost daily!) as well as our most current low prices. You can find our entire product catalog right here at Filmtools.

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