Madman FAQ

Answers to Frequently Asked Questions

This collection of frequently asked questions (FAQ) provides brief answers to many common questions about ordering online from the Madman website. It also provides links to more detailed information available from this web site. Please check here for answers before before sending email to any of the addresses on the Madman Contacts Page.

Current Shipping Updates and News

Important: Received your Order and waiting for more items?

If you received what seems to only be part of your order, don't panic! Please be reassured that your complete order is safely registered and items that aren't listed in your received package will be sent in a separate package. We are constantly restocking, so many orders have been split and we have sent what we have available. Unfortunately the shipping invoice currently does not list the Items that will follow on a separate backorder (they do not appear on the invoice at all). Most items will follow within 1-2 weeks. You need only follow up with us if your full order is listed on the invoice and you are still missing an item.


Did you say new and improved?

That's right. We've got great plans to continually improve the website service to provide more options and ease of use. You’ll notice changes big and small over the coming year. Keep your eye on our news section and the Help file for the lowdown as new functions become available!


Madman's DVDs and Online Store

Is it safe to use my credit card online?

You can safely enter your entire credit card number via our secure server, which encrypts all submitted information. If you choose to save your credit card details for your next visit, they will be stored in a secure PCI DSS-compliant facility which meets the international requirements for safely storing and processing credit card information. You can learn more about PCI DSS at pcisecuritystandards.org.


Where do I find my credit card security code (CSC)?

The Card Security Code (CSC) Number is printed on your credit card and provides you with extra security. It is usually a 3 or 4 digit number, which is not part of the credit card number. The CSC is typically printed on the back of a credit card (usually in the signature field) or just above the Account Number. The CSC appears only on the card itself (not on receipts or statements) and so it provides an assurance that the physical card is in the possession of the buyer. Visa and Mastercard Several digits are printed in the signature area on the back of your card. The last three digits make up the CSC Number. CSC is known by difference names with the different card associations. CSC is known to Visa as the Card Verification Code (CVV2); to MasterCard as the Card Validation Code (CVC2); and to American Express as the Card Identification Number (CID).


Can I pay by Cheque?

Cheque payments for orders cannot be accepted. Due to the problems of needing to await cheque clearances this form of payment is not a good fit for web based mailorder, and if you are in a position to send a cheque, we highly recommend Money Order or Direct Deposit if Credit card is not your preferred option


I received an invoice - do I need to pay it?

No! When you make an order on Madman.com.au, it is paid before it is sent out and your confirmation email is to be treated as your order receipt. When you receive your order in the mail, you will notice we attach an invoice that contains your address and the contents of your order. The idea here is to show you what was included in the package and notify you of any backorders. While there are charges listed here, it does not need to be paid again. This is quirk of our warehousing/despatch system - please treat as a despatch note only.


What payment options can I choose from?

Orders on Madman's online store are paid up front in full, and can be paid by two methods: Credit Card, or Direct Deposit.


Paying by credit card

We accept Visa and Mastercard. Payments are processed Securely online at the time that you make your order, so we advise customers to be sure of the items in their checkout before confirming orders. Make sure to click â??Confirmâ?? on the checkout only once to avoid double orders!


Paying by direct deposit

you cannot pay by credit card, we recommend paying by Direct Deposit. When you select Direct Deposit and confirm your payment, we will send you a confirmation email with our account details . Madman New Zealand's Direct Deposit payment details are: Bank: Westpac Account Number: 03 0104 0729971 02 Account Name: Madman NZ. Please remember to include your order reference number on your payment to avoid processing delays. Remember to include the cost of postage in the payment.


When will my order arrive?

Once your order is processed it is Invoiced and Despatched and reaches post that day or the following day. Delivery times depend on where your order is being delivered to. Local For orders sent within Australia, we deliver by Australia Post Elads Courier. Sent from our warehouse in Victoria, orders will take 2-3 days to most states. WA customers may have a further 2-3 days to wait depending on the postal service. International International orders are sent by standard airmail, in most cases this is a 2-3 week delivery time after our normal processing period. International courier - we are looking into having more courier mail options made available in future versions of the site.


How much is my order and shipping in my local currency?

The best way to check how much you will be paying for your order is simply to create the order, then follow the shopping cart through to the confirmation page of the checkout. At this screen you will be able to see the final price of your order before you confirm and make payment. The site calculates shipping according to the weight of your items, and discounts Australian tax for international orders. Upon viewing the final price, use another window of your internet browser to check the price in an online currency converter to get the most up to date conversion. If you're happy with the final price, proceed to confirm your order and we will process in the following few days!


How long will it take to process my order?

Our processing timeframe is 5-7 working days to allow for peak periods. However, for currently stocked items our turnaround time will be 24-48 hrs in most cases. Processing begins when payment is received, making Credit card payments the fastest way to order as it is approved online. Money Orders and Direct Deposit each take a minimum 24-48 hrs to arrive and become marked as paid. Orders are transferred from the website to the warehouse daily at approx 6pm EST so stock picking begins the following day.


How much does Madman charge for postage?

Within New Zealand - $5. Within New Zealand we charge a flat rate of only $5 for however many items we are sending at that time, no matter if it's single DVDs, tshirts, or box sets! Pre-ordered items that are sent later may incur a further charge, this again includes all items released at the same time. We encourage customers to submit preorders separately for ease of tracking. Our system does not split orders automatically. We advise 7-10 working days wait for processing before going out to post, although we will normally keep this to a much lower timeframe.


What about preorders with different months of release?

If you wish to preorder items with separate release dates, please note the dates and be aware that orders will be held until all items are released. To have preorders sent each month as they come out, please only include items from that month in your preorder. For example: if you are ordering in the month of March, and you have titles from April and May in your Shopping Cart, every item for April may be backordered, and will not be sent until release of all items in the month of May. So, it is best to organise your preorders into separate orders according to release date. Of course you can include currently stocked items as you will be able to split these into their own order, but to avoid waiting, make sure everything you are preordering is dated from the same month. In short, the best preordering method is: separate dates, separate orders. You can view the upcoming release schedule here: http://www.madman.co.nz/actions/catalogue.do?method=schedule


When will my preorders ship?

Items are normally available for Preorder from 3 months prior to release. When preordering, please pay attention to the release date and order accordingly (see below) Order Splitting - The checkout will give you the option to split your order if you have both current and unreleased items listed. Just follow the onscreen prompts, and you can have currently stocked items sent right away, with preorders to follow, or you can elect to wait until the final release date amongst your preorders. Charges: be aware that if you have preorder items mixed with current items in your Shopping Cart when you go through checkout, you will be charged for all the items in the cart including the unreleased items. This helps ensure security as we charge for the whole order at one time and do not need to hold credit card details on file. We send items as soon as stock is available in the system, which is normally on the week of the release. We will of course automatically log the prerelease items as backorders and they are sent when available, but if you prefer to be charged on separate dates, please make separate orders for items that have future release dates.


Apparel Sizing

For a general guide to the sizing of our great range of apparel in the Otaku Wear section www.otakuwear.com.au, please check the images below:


How do I report a faulty DVD?

If you find what appears to be a fault with your DVD, these are the guidelines to follow before sending an email: Please attempt to play the disc in more than one DVD player Provide exact time on the disc where the error occurs - Make/Model of your DVD player - Age of DVD player - Have you had problems with other DVDs in that player? - When and where did you purchase your DVD? Once we have established the above, email and we forward the details to production and test the disc. Where possible we will release fixed discs with the next replication run.


Will Madman DVDs play in my country?

Madman distributes DVDs in the Australian and New Zealand regions. Our DVDs are formatted in PAL and encoded for Region 4 unless stated otherwise. You may notice that some discs are zoned Region 0 or All Regions, ensuring playability in other countries, but remember your DVD player and television must both be PAL compatible. Please refer to each individual item's page for this information and the next topic for details on region encoding. Please note that Madman cannot accept returns for DVDs that will not play due to region incompatibility! It is the customerâ??s responsibility to ensure they can play Region 4 discs.


What are the "regions"?

When a DVD disc is manufactured, a region code is applied at the authoring stage such that the final disc will play only on those players distributed in the designated world region. There are 6 regions throughout the world: - Region 1 - Canada, United States and its Territories - Region 2 - Japan, Europe, South Africa and the Middle East - Region 3 - Southeast Asia and East Asia - Region 4 - Australia, New Zealand, Pacific Islands, Central and South America - Region 5 - Indian Subcontinent, Former Soviet Union and Africa - Region 6 - China For more information on the DVD format, http://www.dvddemystified.com/dvdfaq.html


How can I help stop DVD Piracy?

There has been a recent increase in these DVD sets being spotted and these are most certainly not real products but rather an illegal bootleg copy, usually imported from South East Asian countries and contain extremely bad subtitles and are of low quality. Easy signs to tell if they are real or not include:

  • Region 0 or All
  • Very low disc count for entire series - eg. 26 episodes on 3 DVDs
  • Anything with the company logos 'Anime Cartoon', 'AniDVD', AV, 'Manga Cartoon' and other companies with similar names usually linked to crime syndicates as well.
  • A web based email address printed on the DVD cover such as addresses ending with @yahoo.com or mail2000.com.tw etc
Should you come across any of these products do not purchase them and if you feel this isn't right report it to the authorities or to piracy@madman.com.au, please include the store's name and if possible get details of the distributor, the closer we get to the source of the problem, the eaiser it is for us to stop the flow. The Pirate Anime FAQ site also has a lot more useful information regarding these illegal bootleg DVDs as well as other knock off anime merchandise and how you can avoid them. Alternatively you can also report it to the newly setup Anti-piracy task force. Remember the more reports that are reported the more likely something will be done about this problem. Piracy hurts the industry and you can help by spreading the word and reporting these illegitimate practices.


Can I still get Empty Boxes for my DVD Collections?

Madman does not sell Empty Boxes for any series as standalone items on our website. We found that the vast majority of our customers were already taking advantage of our new releases that come together with Volume 1 and a collectible box, or have bought the series as a complete collection. Even if you jump on a series part way, you donâ??t have to wait for the complete collection, because we always keep the Volume 1 + box versions available all the way through to release of the Complete Collection. For the few series that did not debut with a Volume 1_box, we will offer very limited Empty Box extras for those series when they are when they are produced for the Complete Collection release date. View our release schedule, including new Collections, here: http://www.madman.com.au/actions/catalogue.do?method=schedule. If you are in this position, submit your Empty Box request near the release date to .


Products

Classification Descriptions

The classification descriptions are as follows:

Classification Classification Description
G General
PG Parental guidance recommended
M Recommended for mature audiences
MA 15+ Not suitable for people under 15. Under 15s must be accompanied by a parent or adult guardian
R 18+ Restricted to 18 and over
X 18+ Restricted to 18 and over