Rainforest Studios Help & FAQ

Important Message: Rainforest Studios is no longer accepting international orders for DVDs.

Q: What is your return policy?
A: Because the appreciation of any movie is entirely subjective, all sales are final. If a disc is defective, it will be replaced upon return to us at no charge.

Q: My DVD is unplayable, what do I do?
A: First, make sure the DVD is not dirty, including fingerprints. Next, try the DVD both in a home player and a computer-based DVD player. Our DVDs will play in most newer home DVD players. If you have questions check the specifications of your DVD Player to see if it will play DVD-R. If you feel certain the DVD is defective, please Contact Support.

Q: How long does it take to receive DVDs that I order though your web site via a credit card?
A: Please allow 7-10 days from the date of order placed inside the continental USA.

Q: I snail mailed my order, how long am I supposed to wait?
A: Please allow 2-4 weeks for orders placed in the USA.

Q: It has been over the normal amount of time and my order has not been received, whom do I contact?
A: Please Contact Support.

Q: Why do some orders take longer then others?
A: Shipping times vary depending on where you live. We ship from Oregon and it takes 6-7 weekdays for an order to reach the East coast. The closer you are to the Northwest, the shorter the ship time. Snail mail orders are only picked up once a week and take the longest to process.

Q: What does shipping and handling actually cover?
A: It covers the shipping costs of our products for Ground UPS service in the US. The rest of the money covers what we pay for the labor cost for packaging, and shipping the orders. This also covers the various record-keeping aspects of this, including tracking of orders, and follow-up on problematic orders. IMPORTANT: Rainforest Studios is no longer accepting international orders for DVDs.

Q: Do you offer tapes in PAL format?
A: No, however, all our DVD's are encoded as region 0, and will play all over the world.

Q: How do I order a custom movie or photoset?
A: First you should have a script idea and an idea of the type of cast you would like. Then, please contact us to start the process.

Q: How much do custom movie or photosets cost?
A: Custom movies start at $900. Custom photosets start at $700. We can not give a firm quote without knowing the plot/script. For more information, please e-mail your script/plot to us for a quote on the cost of producing it for you.

Q: How long before I get my custom?
A: It usually takes 1-2 months from the time we shoot it depending on how many we have to do. Some may be finished sooner, and some later. Our editors priority is to do the best possible job, not the fastest. They are processed on a first come first served basis.

Q: What if I see your photos and movies displayed and/or sold on other sites?
A: Tell us about it, especially if our URL or logo does not appear in the photo. Only a very few sites have permission to display our material and we would want to know if someone is trying to profit from our hard work. Whistle-blowing, in most cases, will also get you a little thank you gift from us.

Q: What will appear on my credit card statement?
A: Light and Lens, Rainforest Studios or RFS depending on the product you ordered.

Q: Who do I make my Money Order out to?
A: Please make the check out to Rainforest Studios or RFS.

Q: What is the returned check charge or reprocessing fee if any?
A: There will be a $25 returned check fee. A reprocessing fee of $25 will also be charged on top of the amount we resubmit to your credit card.

Q: What is your address?
A: Rainforest Studios
915 SW Rimrock Way
Suite 201 #147
Redmond, OR 97756

Q: When will my DVD order ship?
A: Orders recieved electonically or picked up by 11am M-F will ship the same business day. UPS counts the first shipping day as the first business day following the day the package was received.

Q: I want to work for RueMorgue, what do I do?
A: RueMorgue is always looking for talented actors and actresses. Please contact us for more information.

When contacting support please include the following:

• Your Real Name (not your handle)
• The Title
• The Date you ordered
• Your Order ID Number
• Describe The Problem: Please use common sense and give us as much information as you can ("Doesn't Work" or "Can't Order" is not descriptive or adequate). Please write down and include, or copy and paste any Error Messages. Please be polite when emailing us.