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To view your Order's Status:
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Click the 'Your Account' link located in the top right corner of all our pages.
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Select the 'Order History' tab (in the left nav bar).
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Click 'View' next to the Order in question.
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The Order Status is located at the top of the page.
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Open Orders will process for shipment during our next Empire business hours (if Order contains Pre-Release or Out of Stock items then Order will process once those items become available).
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Shipped Orders have been shipped.
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On Hold Orders are 'Awaiting Information' and will not process until the Issue listed is resolved.
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Canceled Orders are Canceled (You can Resubmit the Order if you wish.).
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If the Order is listed as ‘On Hold - Awaiting Information' then the Issue delaying your Order will be listed as well.
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Review the instructions below for more information about resolving an Order Issue.
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Account Verification Needed:
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We are having problems processing your Order for any number of reasons.
Please contact our
Customer Service Department to verify your
Order information at 1-888 383-1880 (24 hours a day from Sunday at 12:30pm to Friday at 5:30pm EST) or at
orders@dvdempire.com.
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Automated Approval Failed:
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For any number of reasons, we were unable to receive an Automated Approval from you Bank or Credit Card company concerning billing your card for the charges of this Order. In many circumstances the failure was do to a system error within your Bank or Credit Card company's system.
If you feel your Card should not have been declined, you can contact our
Customer Service Department at 1-888 383-1880 (24 hours a day from Sunday at 12:30pm to Friday at 5:30pm EST) or at
info@dvdempire.com to have your Credit Card tried again.
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Awaiting Check Payment:
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Orders placed by customers who pay by Check or Money Order will not Ship until we receive and process your Check or Money Order.
To pay by Check or Money Order:
- Make your Check payable to Right Ascension, Inc.
- Write your Order Number on the Check.
- Mail your Check or Money Order to:
DVD Empire
Attn: Order Processing
PO Box 46
Warrendale PA 15086-0046
United States
- There is a 30 day Wait Period for all checks to clear your Banking institution and our system.
- You will receive an email when your check has cleared and your Order is ready for shipment.
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Billing Address Invalid:
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Our system has determined that the Billing Address, as entered into our system, is invalid for that Credit Card. In order for your Order to process, You will need to return to your
Billing Information page and review your address:
- If the address is entered correctly, you must contact your Credit Card issuer to confirm that the address they have on file matches our files.
- If the address is entered incorrectly,
click here for more information about editing your Billing address in our system.
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Credit Card Declined:
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For any number of reasons, the charge was declined when we tried to bill your Credit Card. Unfortunately, Banking Institutions do not provide us with more information, so you will need to contact your Credit Card or Bank company to resolve the issue. If you feel your Card was declined in error, contact our Customer Service department to have your Card tried again.
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Credit Card Expired:
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The Credit Card you have on file with us has Expired. Please add a new Credit Card to your Empire Account and we will attempt to bill that card.
If you feel your Card should not have been declined, you can contact our
Customer Service Department at 1-888 383-1880 (24 hours a day from Sunday at 12:30pm to Friday at 5:30pm EST) or at
info@dvdempire.com to review your information and to have your Credit Card tried again.
Click here for more information about Adding a Credit Card to your Empire Account.
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Customer Postponed Order:
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Our Customers may request that their Order is held until a certain date. The date you request is entirely up to you and we will work with you to ensure your complete satisfaction when your Order processes.
To find the Process Date for your Order:
- Click the
'Your Account' link in the top right corner of our pages.
- Your 'Recent Orders' are listed in the middle of the page.
- You may also click
'Order History' (in the left nav bar) and select
'On Hold Orders' for a complete list.
- Click 'View Order' next to the Order in question.
- The 'Process Date' is located in the Order Status field at the top of the page.
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Fax Verification Needed:
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We require all of our International customers, and certain Domestic customers, to submit images of their Credit Card and Credit Card Billing information to our Verification Department before their first Order will be processed.
This is our Company Policy due to the high rate of International Fraud and is for your protection as well as ours. The Verification process will not significantly delay your Order as long as we receive your information in a timely fashion.
Click Here for more information about submitting your information to our Verifications Department.
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Invalid Credit Card Information:
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There is an error with the Credit Card information you submitted and your Order will not process until it is resolved. You will need to return to the Billing Section of Your Account and make the necessary changes.
To View your Billing Information:
- Click the 'Your Account' link located in the top right hand corner of all our pages.
- Under the Account Section in the left nav bar, select the
'Billing Information' tab.
- Verify your Credit Card information was entered correctly and in its entirety.
- For your security, you may only edit the Expiration Date of your Credit Card.
- But if the Card info is incorrect, you can click 'Add New Credit Card' link to re-enter your info.
- You will then need to set the new Credit Card as your 'Default' card.
Note: If you feel your Card should not have been declined, you can contact our Customer Service Department to review your Billing information or to have your Credit Card tried again.
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Phone Verification Needed:
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In certain circumstances, we will need to phone verify your
Order before your Order can ship. This is for your security
as well as ours and will not delay your Order if you accurately submit your
phone number when you create an account with us.
Note: To ensure the
fastest possible processing of your Orders, verify that
the phone number your Credit Card issuer has on file matches
the number we have on file for you.
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Restricted Location:
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Due to Local, State and Regional laws, there are certain regions of the country that we cannot ship Adult Material to, whether through the mail or over the Internet. We regret any inconvenience this may cause.
Click here for a complete list of the regions we cannot ship to.
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Waiting for Check to Clear:
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We have received your Check, but there is a 30 day Wait Period while your check clears your Banking Institution and our system. Once the Wait Period has expired, your Order will be processed the next Empire business day and if everything is In Stock, ship that day.
To find the Process Date for your Order:
- Click the
'Your Account' link in the top right corner of our pages.
- Your 'Recent Orders' are listed in the middle of the page.
- You may also click 'Order History' (in the left nav bar) and select
'On Hold Orders' for a complete list.
- Click 'View Order' next to the Order in question.
- The 'Process Date' is located in the Order Status field at the top of the page.
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