Help Topics

• How do I find what I want?
• How do I order?
• How can I make changes to my order?
• What is your security and privacy policy?
• How much will mailing and packing cost?
• Why hasn't my order arrived?
• How do I return an item?
• What payment options are there?
• What shall I do about DVD viewing problems?
• How do I log out of the site if I am using a shared computer?

Please see the Contact us page if you wish to email or telephone us.

Q How do I find what I want?
There are two ways to get to where you want. The easiest way is to enter the title or subject that interests you into the search box. Information relating to this will then be displayed. The other way is to follow the sidebar options to get to your chosen title. For example if you want to find the TT 2005 Review DVD, go to the bike homepage then select TT on the left hand sidebar. The TT 2005 Review DVD should now be displayed on screen with other related TT products. TOP

Q How do I order?
Once you have found the product you wish to purchase all you need to do is click on the 'ADD' Button below the product. The on-screen instruction will then guide you through the registration process if you are a new user, or direct you to input your e-mail address and password if you are already registered with Duke. The item will then be added to your basket and you will have the options of going to the checkout (paying) or continuing shopping. When you have finished shopping click on the 'proceed to checkout' button. This will allow you view and amend your order. The on-screen instructions will guide you through the payment process. You can pay by MasterCard, Visa (including debit cards), and American Express. TOP

Q How do I make changes to my order?
Alterations to your order can be made when you click on the 'proceed to checkout' button. At this stage you can amend the quantity of products already selected by entering the new value in the box provided for each selected item. When you are happy with your alterations click on 'Update order'. TOP

Q What is your security and privacy policy?
On the ordering pages we use a technology called Secure Sockets Layer (SSL). This establishes a secure connection between your computer and ours. Any data transmitted over this secure connection is encrypted using 128-bit (strong) encryption, ensuring that only our computer can decrypt your name, address and credit card details. You can check whether you have a secure connection by looking for the padlock symbol at the bottom right of your screen (in Internet Explorer). Double-clicking on the padlock will confirm the encryption strength as well as the 'chain of trust' that proves us to be dukevideo.com.

We offer a regular email newsletter. You have the option on the order form to refuse permission for this. If you exercise your option we guarantee to keep your details confidential. TOP

Q How much will mailing and packing cost?

For US customers (including USA, Canada, Mexico, South America, Japan, etc.) $3.50 up to order value $40. Over $40 FREE.

Other countries: $5 per item.

TOP

Q Why hasn't my order arrived? Please allow up to 28 days for delivery (although usually 6-12 days should be adequate).

We use Media Mail (USPS) for delivery. This should take between 2 and 6 days depending on where you live in the US (relative to our depot in Atlanta, GA). If your order has not arrived within this time you may wish to check with your local USPS Office. If the order is too large for the mailbox or the recipient is not in when the delivery is made the parcel could be waiting for collection at the USPS Office. TOP

Q How do I return an item?
We are so confident that you will be delighted with your purchases that we offer a 30-day guarantee. If you are not 100% satisfied we will replace or refund within 30 days of purchase. Please contact us, for further instructions on how to return it to our depot in Atlanta, GA.

Please enclose details of your order to assist the processing of your free replacement. The details below would be helpful to us:

Your Customer Number (if known)
Order Number (if known)
Approximate Order Date
Full Name
Address
Contact telephone, fax or e-mail.

Hopefully, you will not have to return one of our DVDs as we strive to maintain excellent technical quality along with top action in all Duke Videos.TOP

Q What payment options are there?
Shopping on-line here can be done with Mastercard or VISA. Regrettably we cannot accept pre-paid VISA cards. We do not accept American Express. TOP

Q What shall I do about DVD viewing problems?
When playing your DVD, a black and white picture may occur if you have linked your DVD through your VCR. This is because the DVD has 'Macrovision Encryption Encoding', designed to prevent the copying of DVDs onto video.

One possible solution is to plug the DVD straight into the TV using a scart adapter or by using the three-way phono plugs.

Technical problems on DVD should be reported in the first instance to telesales via email at mail@dukevideousa.com, or telephone on +44 (0)1624 640060. If problems persist please speak to Duke Production on +44 (0)1624 640022 or email production@dukevideo.com TOP

How do I log out of the site if I am using a shared computer?
Logging out is easy. Simply go to the my account page by clicking the 'my account' link at the top of every page.
From there follow the link to log out. This will delete any cookies from this site on your computer, and the next time you visit dukevideousa.com you will have to log back in to place an order.