The best way to get help is to email us at [email protected]. We will respond to your email within one business day. We do not provide phone support to keep our rental prices low. You may also find answers to your questions below.
Frequently Asked Questions:
Question #1:
When do you put rentals up for pre-order?
Answer:
Pre-orders are up on our website about one week before the official release date. The advantage of ordering during the pre-order stage is that you will be one of the first to receive the rentals when the title releases.
Question #2:
Please explain the transaction process.
Answer:
Once we receive your order, we will mail out your rental (if immediately available) within 1 business day via USPS. If you paid per/rental, you must return the rental within 7 days after you receive the disc in the included pre-paid envelope to avoid late charges. For example, if you receive a rental on a Friday, you must put the rental back in the mail to us by the next Friday (7 days) to avoid late fees. Once we receive the rental, we will notify you by email that it has been returned. If you are on a active subscription plan, you may keep the rental as long as you wish without due dates or late fees.
Question #3:
How long will it take the rental to get to me?
Answer:
We mail the rental to you via first class mail and the pre-paid envelope back to us will be via first class mail as well. Per the USPS website, the average ship time for first class mail domestically in the US is 2-3 business days.
Question #4:
How many days will I have with the rental before I need to return it?
Answer:
If you chose to pay per/rental, you will have 7 days / one full week. For example, if you receive a rental on Monday 4/2, you will need to put it back in the mail by Monday 4/9. You are not responsible for transit times via the USPS. We will follow up again towards the end of your rental with a friendly reminder to send it back. If you are on a active subscription plan, you may keep the rental as long as you wish without due dates or late fees.
Question #5:
Where are the rentals shipped from?
Answer:
The rentals are shipped from and returned to Illinois.
Question #6:
What are your late fees?
Answer:
If you choose to pay per/rental, you must put the rental back in the mail within 7 days (including weekends and holidays) from receiving it. For example, if you receive a rental on Monday 4/2, you will need to put it back in the mail by Monday 4/9. We do not need to receive it by Monday 4/9. It will just need to be postmarked by that date. After this date, a $5 late fee will be charged to your credit card on file. After 35 days from the ship date and if we still have not received the rental back, you will be charged the current manufacturer's suggested retail price or market value, and at this point, you do not need to return the rental.
If you are on a active subscription plan, you may keep the rental as long as you wish without due dates or late fees.
Question #7:
How many rentals can I rent at anytime?
Answer:
To avoid potential fraud, we will only allow up to ten Blu-ray movie rentals or 3 game rentals out per customer at any given time. If you are on a active subscription plan, please refer to the plan details for how many rentals you can have outstanding.
Question #8:
What if there is a delay with USPS...will I be charged for a late fee?
Answer:
If you have not received your rental within 5 business days from the ship date, please email us and we will adjust your rental period accordingly.
Question #9:
Why do some rentals cost more to rent than others?
Answer:
Certain rentals cost us more than others to buy thus we charge more for the rentals. As the prices drop, we will consider adjusting the price of the rentals.
Question #10:
Are there requirements to watch a 3D Blu-ray movie?
Answer:
Yes, you must own a 3D ready TV, at least one pair of 3D Active Shutter / Stereoscopic Glasses or Passive Glasses that is compatible with your 3DTV, and a 3D Blu-ray Player or 3D capable HTPC (Home Theater PC). Without these pieces of hardware, the 3D image will not display correctly.
Question #11:
Please explain your guarantee.
Answer:
We try and stock enough inventory to ship rentals within 1 business day. Should the rental be unavailable, the average wait time is between 1-10 days. We guarantee that the rental will ship within 20 days, or it's free (if you paid per/rental) or $2.50 off your next monthly subscription (if you are on an active subscription). The exceptions to this guarantee are limited quantity titles priced above $8 per/rental, import titles from outside the US, and video game rentals.
Question #12:
Is there a place I can go to see customer feedback?
Answer:
Yes, please go here to see what experience customers have had with us. Please feel free to participate in the feedback.
Question #13:
What obligations do I have as a renter?
Answer:
Question #14:
Why did I not receive a confirmation email or reply from you guys?
Answer:
Please check your spam folder. If possible, mark emails from [email protected] as "not spam".
Question #15:
The rental does not load or play correctly. What should I do?
Answer:
We recommend to customers that they have the latest firmware for their device. Please refer to your device's manual to find out how to update the firmware for your player. Dust and dirt may also accumulate on the disc. Please wipe the disc down with a soft cloth and some windex. If you have the latest firmware and have cleaned the disc and it still does not play correctly, please email us at [email protected] and we can send a replacement disc.
Question #16:
If I lost the return envelope, how do I mail it back to you?
Answer:
Please mail it back to us at 3BR, PO BOX 3050, Naperville, IL 60566.
Question #17:
Do you have a phone number for us to call for support and questions?
Answer:
To keep our rental prices low, we only provide email support. Please email us at [email protected], and we will respond within one business day.
Question #18:
How do I cancel, upgrade, or downgrade my monthly subscription?
Answer:
Please email us at [email protected] to make changes to your subscription plan.
Question #19:
I'm a subscriber and cannot rent a title above $8....why?
Answer:
Rentals priced above $8 per/rental are the few exceptions unavailable to our subscribers. To rent one of these exceptions, you will need to pay per/rental. Given it costs us more to obtain these titles, they are only available on a pay per/rental basis.
Question #20:
A rental I want says "short wait"....what does that mean and how can I rent that title?
Answer:
"Short Wait" means it's currently checked out to other customers. What we recommend is to order the title to get on the wait list for that rental. When it becomes available, we will ship it to you. Wait lists are based on when you order the rental, so the sooner you order...the sooner you will get the rental :)
Question #21:
How do I check the status of my order and if my rental has shipped or my rental has been returned?
Answer:
We will send you an email within one business day indicating if your title(s) will ship or if there is a short wait. We will also email you when we receive your rental back.
You can also track this on our website. Click on "My Account" and then click "Check Rental Status".
Question #22:
Please explain how your wish list feature works. Is it like a queue system?
Answer:
Our wish list feature is similar to queue system but is slightly differently. You can add as many titles as you like to your wish list. Unlike a queue system, we do not automatically send titles from your wish list.
For subscribers, what we recommend is to add all the titles you want to your wish list. For example, if you are on a 1 Disc at a Time Plan, choose just one title from your wish list and check out. Once you return that title, select your next title from your wish list you want and then check out. Remember, you can place your next order as soon as you put your rental in the mail to us....you do not need to wait for us to receive the rental before placing your next order.
Only if there is a "short wait" for a rental that you choose should you select another title from your wish list.
Question #23:
If I place an order today, will it ship the same day?
Answer:
For rentals to ship the same day, the order must be placed by 8am Central Time Monday - Friday minus USPS holidays.
