FAQs

We may be able to cancel entire orders or select items on orders if they have not shipped. Please visit our Order Support page to send us full details about each order you would like to change. We’ll cancel and refund whenever possible or confirm with you if it’s too late to cancel.

Please note there are certain changes we cannot make, including, but not limited to:

• Adding items to your order.
• Changing payment method.
• Changing shipping method.
• Changing or adding a discount code.
  

When you place an order, you will be sent an order confirmation email, which will contain your order number.

If you have a Shout! Factory account, details about the progress of your order and your order history will be available there.

If you do not have a Shout! Factory account, you can always contact us about the status of your order. We can tell you where your order is in the process on any business day.

We offer standard shipping on all orders to the U.S. and Canada.

The cost of shipping in the U.S. is determined by the dollar value of your cart.

U.S. orders under $50 will be charged $6.99 for shipping. U.S. orders over $50 will receive free shipping.

Canadian shipments are not eligible for free shipping, and shipping cost varies depending on the total cost of your cart.

U.S. shipments may be sent via USPS or FedEx depending on their weight, size, contents, and/or the depot used to ship item(s). Canadian shipments may ship via USPS and CanadaPost (via GlobalPost) or FedEx International depending on their weight, size, contents, and/or the depot used to ship item(s).

Please note that even if the value of your cart is zero dollars, shipping costs will still apply.

Since we use multiple depots to fulfill orders, we cannot guarantee that all items on your order will ship in the same package.

We only ship to the United States (including APO, FPO, DPO, and US Territories) and Canada.

Each product detail page specifically mentions where we are able to ship in the “Available in” field, just below the product title.

If you have an order that has not yet shipped and would like to update your shipping address, please contact us with the following information:

1. Your order number.
2. Your updated shipping address.
3. The original shipping address on your order.

We'll do our best to accommodate all address update requests. But please note that if an order has already been sent to our warehouse, but not yet been marked as shipped, it may be too late to update a shipping address.

Shout customers can now add Route Package and Shipping Protection to their order. More questions? Click here!

Customer Service can ONLY be reached via email. Please contact us via the Order Support page.

We’re a small team, so it may take us a few days to reply to your inquiry, but we’ll definitely get back to you! Customer Support is available from 9am to 5pm PT, Monday-Friday. We don’t usually work weekends and holidays, so please keep that in mind if you reach out then!

We may be able to cancel entire orders or select items on orders if they have not shipped. Please visit our Order Support page to send us full details about each order you would like to change. We’ll cancel and refund whenever possible or confirm with you if it’s too late to cancel.

Please note there are certain changes we cannot make, including, but not limited to:

• Adding items to your order.
• Changing payment method.
• Changing shipping method.
• Changing or adding a discount code.
  

Click here to create an account.

Once you have created an account, it can be accessed by logging in here.

When logged in, you will be able to see your current order summary, tracking information (once your order ships), and your order history. If you have forgotten your password and need to change it, click on “Forgot password” on the login page, and a password reset email
will be sent to you.

When you place an order, you will be sent an order confirmation email, which will contain your order number.

If you have a Shout! Factory account, details about the progress of your order and your order history will be available there.

If you do not have a Shout! Factory account, you can always contact us about the status of your order. We can tell you where your order is in the process on any business day.

When you place an order, you will be charged immediately.

Please note that all charges will appear on your credit card/PayPal/Amazon Pay billing statement as being charged to "SHOUT! FACTORY."

We currently accept Visa, MasterCard, Discover, American Express, Google Pay, Meta Pay, Shop Pay, Apple Pay, and PayPal. These are the only payment options for the site.

Please allow us 1-3 business days to pack your order. You should receive an email with tracking once shipped.

Please allow us 5-9 business days for delivery in the United States after you’ve received your tracking email. Canadian deliveries can take up to 2-6 weeks.

Please note that there may be packing delays at our warehouses immediately following sales events and/or due to inclement weather. Additionally, there may be shipping progress delays due to holiday mail slowdowns & weather delays.

We offer standard shipping on all orders to the U.S. and Canada.

The cost of shipping in the U.S. is determined by the dollar value of your cart.

U.S. orders under $50 will be charged $6.99 for shipping. U.S. orders over $50 will receive free shipping.

Canadian shipments are not eligible for free shipping, and shipping cost varies depending on the total cost of your cart.

U.S. shipments may be sent via USPS or FedEx depending on their weight, size, contents, and/or the depot used to ship item(s). Canadian shipments may ship via USPS and CanadaPost (via GlobalPost) or FedEx International depending on their weight, size, contents, and/or the depot used to ship item(s).

Please note that even if the value of your cart is zero dollars, shipping costs will still apply.

Since we use multiple depots to fulfill orders, we cannot guarantee that all items on your order will ship in the same package.

We only ship to the United States (including APO, FPO, DPO, and US Territories) and Canada.

Each product detail page specifically mentions where we are able to ship in the “Available in” field, just below the product title.

Yes. Shipping on our site does not include import taxes, customs duties, or brokerage fees, which may be levied by Canadian customs.

You may be responsible for paying those fees and taxes to receive your order. We have no way of determining what those fees may be.

Please note that many of our titles are available from Canadian-based sellers such as Amazon Canada.

There are several reasons that an order may be incomplete. If you have ordered more than one product, and one of those products is in pre-order status, the pre-order product will ship to arrive to you on the release date of that product.

We also ship from more than one warehouse; if your order contains products that are shipped from different locations, they will arrive in different shipments.

Backorders will ship when they are restocked, which usually takes 1–12 weeks.

We do not take orders by phone or mail.

We currently accept Visa, MasterCard, Discover, American Express, Google Pay, Meta Pay, Shop Pay, Apple Pay, and PayPal. These are the only payment options for the site.

Shout! Factory strives for complete customer satisfaction. We accept merchandise returns within 30 days of receipt of unopened 4K UHD, Steelbook, Blu-ray, Vinyl, DVD, CD, and non-media merchandise.

Wearables must be in the original packaging, unworn and unwashed and be returned within 30 days of receipt. Please contact Customer Service prior to returning an item, as a return authorization number will be required.

• Returns must be sent to the address provided by the Customer Service representative. Please be sure to include your original order number, full name, email address, physical address, return authorization number, and any other pertinent instructions.

• Refunds will be processed after your return is received. Refunds can take up to 10 business days to come through to your payment provider after we receive your item.

• Shout! Factory will refund the full purchase amount (including applicable sales tax but excluding shipping and handling fees). We regret that we are unable to refund any shipping and handling charges unless the return is a result of our error. The customer is responsible for the shipping charges to return item(s) and it is highly recommended that a service that utilizes delivery confirmation be contracted. Please note that Shout! Factory cannot be held responsible for items lost or damaged while being shipped for return or exchange. For items lost or damaged while being returned, please contact your carrier directly.

• Please note that products purchased from a retail store or online retailer are subject to the returns and exchange policy of that location. When we have the materials, we will occasionally service returns of products purchased from brick and mortar stores and their websites that purchase from Shout and resell to the consumer, e.g., Amazon, Walmart.

• Items cannot be returned for exchange of a different item. Returns will only be authorized for a refund. Refunds can only be made in the original form of payment and only to the original purchaser.
  

Please contact us with your ShoutFactory.com order number and include pictures of any reported damages. We will do our best to fix the problem.

Due to legal restrictions, we cannot ship any product, including replacement parts, to addresses outside of the United States and Canada.

Please contact us withyour order number within 30 days of receipt and we will do our best to fix the problem with a replacement disc or other methods. Please refer to the REPLACEMENT section of our Shipping Policy page for additional info.

Yes, but please be aware that orders for more than $1,000.00 are manually reviewed before they are sent to the warehouse for fulfillment, which could mean a slight delay in shipping your order.

Only certain releases have slipcovers. For those that do, slipcovers are guaranteed for the first three months after a product’s release date. Once that three-month window has ended, slipcovers are no longer manufactured, and are only available while supplies last.

Please note that because we ship from multiple warehouses, we cannot check our inventory to confirm if it will have a slipcover or not.

We ship to United States and Canadian post office boxes.

We are required to charge sales tax in the following states:

• Alabama
• Arizona
• Arkansas
• California
• Colorado
• District of Columbia
• Florida
• Georgia
• Hawaii
• Illinois
• Indiana
• Iowa
• Kansas
• Kentucky
• Louisiana
• Maine
• Maryland
• Massachusetts
• Michigan
• Minnesota
• Missouri
• Nebraska
• Nevada
• New Jersey
• New Mexico
• New York
• North Carolina
• Pennsylvania
• Rhode Island
• Tennessee
• Utah
• Vermont
• Virginia
• Washington
• West Virginia
• Wisconsin

As state laws change, this list may be updated.

You cannot combine promo codes.

You can view all Canadian pricing on the website by selecting CAD in the upper right corner of any page.

Shipping on our site does not include import taxes, customs duties, or brokerage fees, which may be levied by Canadian customs.

You may be responsible for paying those fees and taxes to receive your order. We have no way of determining what those
fees may be.

Please note that many of our titles are available from Canadian-based sellers such as Amazon Canada.

For shipments within the US, this message means our depot has recently generated tracking and USPS has not yet scanned the item. Please contact us if this status does not update after more than 2 business days.

For shipments to Canada, your order may have been picked up in a batch of multiple orders by GlobalPost international forwarding services. Tracking will not update until the order reaches the US–Canada border. Please contact us if tracking doesn’t update after more than 7 business days.

If you have an order that has not yet shipped and would like to update your shipping address, please contact us with the following information:

1. Your order number.
2. Your updated shipping address.
3. The original shipping address on your order.
   

We'll do our best to accommodate all address update requests. But please note that if an order has already been sent to our warehouse, but not yet been marked as shipped, it may be too late to update a shipping address.

Shout customers can now add Route Package and Shipping Protection to their order. More questions? Click here!

Due to the limitations of our licensing rights, we cannot sell individual components – including (but not limited to) slipcovers, slipcases, individual discs, and art wraps.

We do not price match with other retailers.

Click here to view your Wishlist.

Closed captioning is available on some of our standard definition DVD releases. When available, closed captioning can be used between DVD players and televisions that are connected with an RCA cable, an older technology.

Closed captioning is not compatible with an HDMI cable connection, the newer and more common technology. For many years we have been adding subtitles (rather than closed captioning) to most of our products, so that customers can turn on subtitles using their disc player menu. Please note that while we try to include subtitles on all releases, some reissues of our older titles may not have subtitles.

There can be a few reasons for this. For many older shows closed captions were available during broadcast but have since been lost. Sometimes we simply don’t have the resources available to add subtitles to our releases. We understand this is sometimes frustrating, but we do our best to note on our website which products do and do not have these features. You can confirm if a title has subtitles and/or closed captioning by checking each product description page and looking in the Product Information grid.

Check the expiration date! If the digital copy has expired, we’re unable to provide a new code. We have not offered a digital copy with physical purchase since February of 2019.

1. Disc Size: The best way to tell if your set is a bootleg is to check the size of one or more of the discs. Most of our DVD releases use dual-layered DVDs, which can hold up to 8.5 gigabytes of data. Bootleggers, on the other hand, use cheaper, single-layer discs, which can only hold up to 4.7 gigabytes of data. You can determine if your discs are single or dual-layered by checking their size in a DVD-ROM drive.
2. Price: If you see a seller offering one of our box sets for dramatically less than it is available for purchase on our website, chances are good that it is a bootleg. Major authorized resellers like Amazon LLC and Walmart sell legitimate product, but many third party vendors on the Amazon Marketplace, the Walmart Marketplace, and eBay are selling bootlegs. If the price for a “brand-new set” seems too good to be true, it probably is.
3. Missing Booklets: For box sets that contain booklets, bootleggers will sometimes leave out the booklet. If a seller tries to tell you that their inventory was missing the booklet, it is very likely that they did not purchase what they are selling to you from a legitimate source.
4. Inability to Replace Defective Parts: If the seller where you purchased the set is unable to help you with replacement parts, they may be an illegal seller. An authorized retailer will have access to the supplier (us) and be able to procure the appropriate replacements.
5. Playback Issues: Because counterfeit discs are highly compressed and not professionally authored, they often have major playback issues. Episodes will skip or cut out, and some discs may be completely unreadable. If you purchase a box set and find that several discs have major playback issues, chances are good that you have purchased a bootleg.
6. Poor Video and Audio Quality: Because the disc content has been compressed from a dual-layered source to a single-layered disc, bootlegs of our sets often have terrible picture and audio quality, even when they play perfectly well on your equipment.
7. Region Coding: Counterfeits of our DVDs and Blu-rays are often region-free discs (discs that play anywhere in the world). Most of our actual releases are Region 1/A locked, due to the fact that we almost always do not have the legal right to sell our products outside of North America.
   

Bootleggers have gotten quite sophisticated – not only do they shrinkwrap their products, but they often go so far as to reproduce our marketing stickers on the outside of the packaging. Shrinkwrap and a marketing sticker do not ensure that the set you have purchased is official.

Contact your payment provider and dispute the charge. Do not contact the seller that sold you the DVDs. Your payment provider is there to protect you from fraud, and if you report a bootlegger, your provider will open an investigation which will most likely result in a refund.

Most payment providers will give you 60 days from the time of the order to dispute the charges; PayPal will give you 45 days.

Every time a bootleg of one of our releases is sold, it means the loss of a potential sale of an authorized set. Lost sales may prevent us from releasing other great shows and movies in the future. The sales of bootlegs also mean the loss of compensation to all the people and companies who contribute to, create, publicize, and support the entertainment product we bring to you. Do not buy these items. It’s imperative to buy directly from authorized sellers.

You may be able to file a report with the Better Business Bureau® about the specific seller, depending on where you purchased the item.

If you’ve made a purchase on the Amazon Marketplace, please contact us with your order ID and the seller’s information, and we will work with Amazon to have the offending seller account suspended. If you’ve made a purchase on eBay, we ask that you please report the seller to eBay using the “report item” option on the auction page.