Sending & Receiving DVDs

Here are some tips for sending and receiving DVDs:

1. You've sent me my next DVD - why haven't I received it?

Each time we send you a DVD, we post it to your specified mailing address and inform you by email.

You need to allow at least a couple of days for it to arrive by mail. But if we've notified you that a DVD has been sent and it still hasn't arrived after four working days, please report it. Log into your MyQ page and click on the 'Report Damage or Shipping Problem' link.

While you're logged in, please check your address details on the 'My Account' page, to make sure we have the correct mailing address for you.

Once you've reported the issue, we'll send you another DVD. If you eventually receive the original DVD, please send it back to us as soon as possible.

2. I sent back my DVD – how come I haven't got the next one yet?

There are a number of reasons why this may have happened:

  • Postage time
    Every time you return a DVD, you need to allow at least a couple of days for the DVD to reach us by mail. Once we have received the DVD, we'll post another on from MyQ to your specified mail address. That can also take a a couple of days to arrive.
  • Incorrect address
    Please check your address details are correct in 'My Account', in case we've recorded an incorrect mailing address for you.
  • Disabled membership
    Your membership may have been disabled due to a failed transaction on your credit card. Please check your credit card details on the 'My Account' page and re-enter them if necessary. Then click 'Pay Bill' if you would like us to attempt the transaction again and reactivate your membership.
  • DVD not received by us
    We may not have received a DVD that you told us you returned some time ago. You can check your Rental History to see which DVDs have been received by us. If a DVD you've rented doesn't have a returned date next to it, then we haven't received it. Check whether you still have the DVD and, if you find it, put it in the mail right away. When we receive it, we'll dispatch your next DVD. If you've definitely sent it, then you need to report it as Lost. Please see 'What if I lose a DVD?' below.
  • New plan with fewer DVDs
    You may have changed your plan to one with a lower allowance of DVDs (that is, you can have fewer out at a time.) We won't send your next DVD until you've sent us back enough DVDs to be within your quota.
  • Lost DVD
    If you've definitely returned a DVD and it hasn't reached us; or if we've dispatched one to you and it hasn't arrived; then please report it as either Lost or a Delivery Problem and we'll send you another copy. If a lost DVD eventually turns up, please return it to us as soon as possible.

We may charge you the replacement cost of the DVD if you are responsible for the loss or the number of DVDs reported lost by you exceed reasonable levels.

Please Contact Us to let us know about any problems you are experiencing receiving or returning DVDs. Email us at help@bigpondmovies.com or call our toll-free number* 1800 502 502 . We're available 7am-11pm, 7 days a week (except Christmas Day).

* A free call from most fixed phones.

3. What happens if I get the wrong DVD?
Please Contact Us to let us know if you get the wrong DVD. Email us at help@bigpondmovies.com or call our toll-free* number 1800 502 502 . We're available 7am-11pm, 7 days a week (except Christmas Day).

* A free call from most fixed phones.

It's very helpful if you let us know what's wrong with the DVD:

  • Is the DVD correct but the label is wrong?
  • Is the label correct but you got the wrong DVD?
  • Did we send you a title that you didn't select?
  • Did we send you a DVD that you had already seen?

Please return the DVD to us in the special envelope and we'll send you another DVD from MyQ.

4. What if I lose a DVD?
If you lose a DVD, please report it as soon as possible.

Log into your MyQ page and click the 'Damaged/Lost' link, then tick the 'Lost' box. We'll try to send you another copy of the same title.

Or let us know via

  • Email to help@bigpondmovies.com or
  • Phone (toll-free) 1800 502 502
    (7am–11pm EST, any day except Christmas Day)

If you find the original DVD later, you should return it to us as soon as possible.

There may be a charge for any DVDs you misplace.

5. I lost the special envelope - how can I send my DVD back to you?

Please Contact Us if you've lost the special envelope and we'll send you a new one in the mail.

  • Email to help@bigpondmovies.com or
  • Phone (toll-free) 1800 502 502
    (7am–11pm EST, any day except Christmas Day)

6. What happens if I get a damaged DVD, or I damage one?

DVDs are very sensitive. Please handle them with care, so that you can enjoy the DVDs we send you and others can enjoy them after you.

If a DVD isn't playing properly, first try cleaning it carefully. Use a soft, clean cloth, wipe the DVD gently on both sides, remembering...

  • Always wipe, DO NOT rub.
  • Wipe in a straight line from the centre hole to the outer edge. NEVER wipe a DVD in a circular motion.
  • And please don't use any abrasive, solvent, or cleaning solutions. Chemical-based cleaners can damage the plastic coating of the DVD.

Next, make sure the DVD is seated properly in the tray of the DVD player before you close the tray door.

If the DVD still doesn't play after you have tried cleaning it, please report it as damaged by clicking the 'Lost/Damaged' link on your MyQ page and return the disc to us.

You can also report a DVD as damaged by ticking the appropriate box on the return envelope.

Whenever you report a damaged DVD, we put the title back on your MyQ list and send you a replacement copy as soon as we can. If you don't want to receive the same title again, just remove that DVD from your MyQ list.

7. The DVD I have pauses in the middle of playing the movie. Is it damaged?

It may not be damaged; it may be a Dual Layered DVD. (Any Dual Layered DVD will have 'DVD-9' printed on it.) This type of disc has two layers of data built into it – but some older DVD players may not be able to play the second layer, or may pause for a moment when changing between the layers.