410.268.9109

M-F 10am to 5pm

FAQs - CHS

  • HOW DO I QUALITY FOR A FREE DIGITAL DOWNLOAD?

    All orders placed whether online or by mail at any date, up to a year from date of graduation, qualify for a FREE digital Download. Once the Digital File is available for purchase, you will add it to your cart and check out using your COUPON CODE/your phone number to receive the file without charge.

  • WHAT IS THE COUPON CODE FOR?

    You will receive a free digital download with your DVD purchase regardless of how you order.  Note: Your free digital download will have to be purchased in a separate transaction.

    • If ordering online, purchase the DVD, checkout and pay.  Once your order is received and processed you will use the phone number you registered with as your "coupon code" to retrieve your digital download FREE of charge. It may take 24-72 hours for your coupon code to be activated.  You will have to add the digital download to your cart in a separate order to use your "coupon code".
    • If you are mailing your order in, we'll add your "coupon code" after your DVD order has been received.  You will have to add the digital download to your cart in a separate order to use your "coupon code".

  • HOW CAN I ACCESS MY DIGITAL DOWNLOAD?

    You will receive a free digital download with your DVD purchase. Once your DVD order is received and processed, you will use the phone number you registered with as your "coupon code" to receive the digital download FREE of charge. Once your DVD order has been processed, it can take 24-48 hours to activate you "coupon code". Your FREE digital download will have to be purchased in a separate transaction, add it to your cart, login or create and account, use the coupon code and check out without charge.

     

  • WHEN WILL I GET MY DVD?

    Expect to receive your DVD in about 3-4 weeks (can take up to 6 weeks) - check our online delivery schedule for ship dates.

     


  • DO YOU OFFER REFUNDS?

    If you purchases a DVD, you may cancel your order within 24 hours, provided it has not yet shipped and you have not downloaded the digital file. 

    If you purchased a digital download only, you will not be eligible for a refund of any part of your order.  If you are canceling because you are having issues downloading, contact us, we will assist you with the process.

    Quality: The videos are in Standard Definition. We cannot offer High Def or 4K video quality with standard DVDs.  We cannot guarantee that everyone will be satisfied with the quality and do no give refunds due to the dissatisfaction of the quality.

    DVDs:

    If your DVD is defective or has been damaged in shipping, please mail or bring it back WITHIN 7 DAYS OF THE POSTMARKED DATE and we'll be happy to exchange it for you.

    TO CANCEL:

    Please email us with your name and order number. Phone cancelations are not accepted. No exceptions.

  • SHIPPING AND SALES TAX

    We do not charge for shipping or sales tax.

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  • HOW DO I PLAY THE DVD?

    The DVD can be played in a computer with a DVD drive or a standard DVD or Blu-ray player. The DVDs we sell are NOT Blu-Ray discs.

  • WILL I NEED A SPECIAL PLAYER TO PLAY THE DIGITAL FILE?

    Some downloads are in MP4 format, others are in MOV format.  We offer MOV formats for a better quality download.

    Many of the newer operating systems will play MP4 and MOV digital files without the need for additional player software, but in some cases you will need Quicktime.

    Either way, you will probably need to instruct your computer, when prompted, what to use to play the files. So for example, after you download the file and try to play it, you may be prompted with a popup that asks you what application on your computer you’d like to use to view the file. If your existing media players do not play the file, please download Quicktime. Links are provided below.

    If you need to download Quicktime to play the digital file, it’s free, the file is small, and it’s easy to install.

     

    MAC: Click here to download QT for Mac
    WIN: Click here to download QT for Windows


  • WHAT IF I HAVE TROUBLE WITH THE DOWNLOAD or RECEIVE ERRORS?

    Do not attempt to download on your smart device, unless you have a specific app for doing so.  The file(s) must be downloaded on a desktop computer. We do not support downloading to a smart device.

    You are given three download credits. So you have three chances to download the file successfully. If you experience issues with the first couple of attempts, you may want to try another computer or call us for assistance. Once you've exhausted your three download credits, we cannot issue more credits.

    If you must call because you are having issues, please be specific. We'll need to know:

    Exact errors/issues you are receiving.

    What operating system you are using (MAC or WINDOWS)

    What browser (Internet Explorer, Firefox, Chrome, etc.) you are using.

    What browser version you are using.

    What time of day you are attempting to download. (Early mornings and late evenings are best!)


  • WHAT FORMAT IS THE DIGITAL FILE IN?

    Some downloads are in MP4 format, others are in MOV format.  We offer MOV formats for a better quality download.

    Many of the newer operating systems will play MP4 and MOV digital files without the need for additional player software, but in some cases you will need Quicktime.

    Either way, you will probably need to instruct your computer, when prompted, what to use to play the files. So for example, after you download the file and try to play it, you may be prompted with a popup that asks you what application on your computer you’d like to use to view the file. If your existing media players do not play the file, please download Quicktime. Links are provided below.

    If you need to download Quicktime to play the digital file, it’s free, the file is small, and it’s easy to install.

    MAC: Click here to download QT for Mac
    WIN: Click here to download QT for Windows


  • CAN I SHARE THE DVD VIDEO FILE?

    Unfortunately, most folks cannot extract the video file from the DVD to share. It is possible, but requires special software. As well, the quality of the video "ripped" from the DVD will be of lessor quality vs. the file we have available for digital download.

  • HOW LONG DOES THE FILE TAKE TO DOWNLOAD?

    File download time will depend upon your connection.  These files are very large, approx. 3.5 GB to 5 GBs each so give them time to download. With faster connections, it may take 15 to 30 minutes, some slower connections can take up to an hour or more to download.

    TURN OFF YOUR ANTIVIRUS SOFTWARE for the duration of the download.

    Do not interrupt the download until it is completely finished to ensure a proper working file.

    Upon download, SAVE the file to your hard drive, do not select OPEN.

    Not recommended for download directly to your mobile device unless you are using an app to do so.

    NOTE: Please wait until it's fully downloaded to access/view it or the file will be corrupted and you'll have to start the download process again.  We are not responsible for internet connection interruptions and have allotted a generous 3 download credits so you have plenty of trys for a successful download.  IE has been known to interrupt large file downloads. Firefox may net you better results.  

    If you have exhausted two attempts to download the file unsuccessfully, please call us for assistance before you try the third and final download credit. We cannot add more download credits once you have exhausted all three downloads.

  • WHEN IS THE DIGITAL FILE READY FOR ACCESS?

    The digital downloadable file is available approx. one week after your graduation date, it may take longer depending upon our graduation schedule, weekends, and holidays. The details page of your schools digital file will show that the item is either "in stock" or not.  You can also check our "DELIVERY SCHEDULE" to see when the file is available. 

    Coupon codes are being added as quickly as possible, if your code is not yet active, please wait a bit longer, it will be. Thanks for your patience.


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Company Contact:

ADEK Productions
1801 West Street, Suite 100
Annapolis, Maryland 21401
PH: 410.268.9109

Help Request Inquiries | Cancellation Request

Office Hours:

Monday - Friday   ---   10am to 5pm
Saturdays   ---   11am to 3pm
Sundays   ---   By Appt Only

 

 


FAQs