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Help Desk Software
Help
General
How does the Unlimited Rental Membership work?
How much does it cost and how many movies can I rent?
How does Unlimited TV Streaming work?
What if I only want to use the Unlimited Stream To TV service?
How much does the Unlimited Stream To TV service cost?
I thought my plan included unlimited streaming, why does the site say that streaming is $4.95 per movie?
How many movies can I check out at once?
How long can I keep a movie?
Can I buy the copy of the movie that I have rented?
How do I cancel my rental membership?

Billing
When does my membership begin?
What day will I be charged each month?
Can I pay with a check or money order through the mail?
Will "SugarDVD.com" show up on my credit card statement?

Shipping
Are there any places you won't ship to?
I am staying at a hotel or motel. Can I have my movies delivered to me there?
Are your movies sent by First-Class Mail?
Will the shipping envelopes say "SugarDVD.com" on them?
When will my movies ship?
How long will it take to get my movies?
How do I report a shipping problem or a disc that won't play?
What if I don't have the white protective sleeve to mail the movie back?
What if I don't have the blue paper envelope to mail the movie back?
What if a movie doesn't arrive after it is mailed?

My Rental Lineup
What is "My Rental Lineup"?
Occasionally, I receive the second or third disc in My Rental Lineup before the first. Why does this happen?
I sent back a DVD but never got the next one in My Rental Lineup.
A title disappeared from My Rental Lineup and I can't find it on the site anymore! Am I going crazy?

Still have a question? email support@sugardvd.com and we'd be glad to help you out.



How much does the Unlimited Stream To TV service cost?

The unlimited stream to TV service is included with every DVD rental plan at no additional cost. We also now offer the unlimited TV streaming service by itself for $7.95 per month.

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How does the Unlimited Rental Membership work?

Our DVD rental program allows you to rent an unlimited number of adult DVDs for a monthly price. You are allowed out a certain number of movies at a time depending on which membership plan you choose, but you can cycle them as often as you like. All DVD rental plans now also include unlimited TV streaming at no additional cost.

You create a list, known as "My Rental Lineup", from our huge selection of adult DVD movies, then we automatically mail you the first available movies from your list. Movies are shipped, individually, via First-Class Mail in a discreet, postage-paid return envelope and should arrive in 2-4 business days. Once you watch the movie, simply place it back in its return envelope, drop it in any US Mailbox and we will mail you the next available movie from your Rental Lineup as soon as we receive it back. Return one or all at a time!

No due dates. No late fees. No commitments. Cancel anytime.

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How much does it cost and how many movies can I rent?

Click here to view our rental plans.

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How does Unlimited TV Streaming work?

You must have a Roku, XBox, iPad, Google TV, PlayStation, Boxee, or Andriod device and a monthly service plan to use this service. Stream hundreds of full-length adult movies directly to your TV. Watch as many movies as you want, for as long as you want and pay nothing extra. Visit the Unlimited TV Streaming activation pages to learn more.

*Note: The Pay-Per-Minute, download to own, and 2 and 7 day streaming services are separate from our unlimited stream to TV service. The unlimited stream to TV service is part of a monthly membership plan and allows you to stream movies to your TV. Our pay-per-view options, including Pay-Per-Minute, allow you to stream movies to your PC or Mac computer and pay as you go.

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What if I only want to use the Unlimited Stream To TV service?

Great news, we now offer an unlimited TV streaming only plan. Visit the service plans page for more information.

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I thought my plan included unlimited streaming, why does the site say that streaming is $4.95 per movie?

The unlimited stream to TV service is separate from our pay-per-view video on demand services. Our pay-per-view options, including pay per minute, download to own, and a 2-7 day streaming period, allow you to stream movies to your PC or Mac computer and pay as you go for each movie you watch. To view these services click the pay per minute tab located at the top of the site. To watch unlimited streaming movies first load the app on your device then click on a movie.

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How many movies can I check out at once?

The number of movies that you can have out at any given time depends on the membership plan you are on. If you are on a 4-at-a-time program, you can have up to four titles checked out to you at once, but you can mail any of these four discs back at any time to get another.

For each disc that you mail back to us, we mail you the next available one from your Rental Lineup.

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How long can I keep a movie?

There is no limit to the length that you can keep a title. As long as you are a member, it's yours to hold onto. If you are really enjoying it, consider purchasing the copy you have by clicking the 'Buy My Copy' link on your Shipping Status page.

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Can I buy the copy of the movie that I have rented?

Sometimes movies are too good to return. Or perhaps you want to 'try before you buy'. We allow rental customers to purchase the rentals that they currently have out on their account at a discounted rate since the disc is used. You will not receive the box cover or any other materials that come with the retail version of the disc. You simply keep the 'naked' DVD that you have and we mail you the next movie from your My Rental Lineup.

If you have a movie in your possession and you want to keep it, just click the 'Buy My Copy' link on your Shipping Status page next to the movie you want to buy. Once you checkout, we will allow the next available movie from your "My Rental Lineup" to ship as soon as possible.

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How do I cancel my rental membership?

You can cancel your rental membership at anytime by visiting the My Account page and clicking on "Cancel" under the "Rental Membership Details" section. You will receive a cancellation confirmation number once the cancellation steps are complete. If you are not a rental customer, the "Rental Membership Details" section will not display.

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When does my membership begin?

Your membership begins on the date that you signup. If you are not on a free trial, you will be billed on this day. If you are on a free trial, your trial will begin (and include) this day and you will be billed after the free trial is over.

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What day will I be charged each month?

Your monthly membership fee (plus tax) is automatically billed at 12:01am on the monthly anniversary of your first charge. If your first charge was on the 14th of the month, your next charge will be on the 14th of the next month and so on, until you cancel. You can find your billing date on your My Account page.

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Can I pay with a check or money order through the mail?

Currently, we only accept payment via credit or debit card. This includes debit or credit cards with the Visa, MasterCard, American Express or Discover logos. We require a valid card to be on the account at all times to verify account information, secure orders and prevent fraud.

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Will "SugarDVD.com" show up on my credit card statement?

No. Your credit card will reflect a charge from "". There will be no sign of adult activity on your statement.

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Are there any places you won't ship to?

Yes, but just a few. We ship to United States addresses and their territories. Due to community standards regarding obscenity, there are some shipping restrictions on certain areas of the country. If you are receiving a message after you add an address stating that the address is not available, this may be the reason. These restrictions are as follows:

Entire states that we WILL NOT ship to:

Alabama
Tennessee

Zip codes that we WILL NOT ship to:

RegionZip Code Ranges
Florida32300 thru 32399, 32500 thru 32599
Oklahoma City, OK73100 thru 73199
Newport News, VA23600 thru 23699
Fairview Heights, IL62208
Belleville, IL62220, 62221, 62222, 62223, 62226
Southern, OH45000 thru 45999
Mississippi38600 thru 39799
Utah84000 thru 84199, 84300 thru 84799
Montana59100 thru 59199
North Carolina28200 thru 28299


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I am staying at a hotel or motel. Can I have my movies delivered to me there?

Due to losses, we feel it is in the best interest of SugarDVD.com not to ship to hotels or other such transitional addresses.

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Are your movies sent by First-Class Mail?

Yes, all our discs are sent via First-Class Mail through the United States Postal Service. When you are ready to mail back your movies, simple drop the postage-paid return mailer in any U.S. Postal Service mailbox.

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Will the shipping envelopes say "SugarDVD.com" on them?

No, your shipment will come in a paper envelope and will discreetly show as coming from "". There are no adult markings on the outside of the envelope.

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When will my movies ship?

SugarDVD.com processes shipments Monday through Friday (excluding federal holidays). New customers will have their movies shipped out the same day if their rental membership is activated and they have available movies in their "My Rental Lineup" before 9am PST. Shipping activity may take place on your account anytime between 7am and 6pm PST.

For a complete list of postal holidays, please see the USPS Postal Holidays page.

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How long will it take to get my movies?

SugarDVD.com has more shipping centers than any other adult DVD rental company. This means that we ship from the facility closest to your address that has your movie available! When you have an open rental slot, we make every effort to ship your DVD as soon as inventory is available. Movies usually arrive within 2 to 4 days, but some movies may take longer than 4 days to arrive because of U.S. Postal Service delays.

Orders received on Saturday, Sunday or federal holidays will be processed the following business day. Please allow extra delivery days for orders shipping to the following locations:

Hawaii: 1-2 extra days
Alaska: 2-3 extra days
Puerto Rico: 2-3 extra days
Other U.S. territories: 2-3 extra days
Military base addresses (APO/FPO): 3-4 extra days

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How do I report a shipping problem or a disc that won't play?

If you have any shipping problems, such as delayed arrival of your rentals, or an unplayable DVD, you can report it on the Shipping Status page. Please be sure to read the guidelines listed on the confirmation pages for information on when it is appropriate to report movies.

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What if I don't have the white protective sleeve to mail the movie back?

If you don't have the white sleeve (the one with the movie title and description on it), be sure to include a note in the envelope with your email address and full name on it so we can properly credit your account.

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What if I don't have the blue paper envelope to mail the movie back?

Unfortunately, we are not able to mail out replacement envelopes. You can return up to two movies in one envelope or you may mail the DVD in your own padded envelope to:



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What if a movie doesn't arrive after it is mailed?

It is very rare for a disc to disappear completely in the mail system. Discs that haven't shown up are generally delayed, usually due to weather or heavy mail volume. The Shipping Status page is available for members to report any mail problems they may experience. Any discs that do disappear completely are tracked in the mail system and will be investigated by U.S. Postal Inspectors. If this becomes more than an occasional occurrence, we will be forced to suspend your account, pending receipt of all associated tracking data and a full investigation by U.S. Postal Inspectors.

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What is "My Rental Lineup"?

"My Rental Lineup" is the list of movies you've selected to rent. You can update or edit your Rental Lineup anytime. Initially, we'll send you the first available DVDs from your Rental Lineup (as many as your rental plan allows out at a time). When you're finished watching one of the DVDs you have out, send it back and we will ship the next available title from your Rental Lineup as soon as we get it back.

To add a movie to your Rental Lineup, browse the SugarDVD.com site and click the "Rent" button next to the titles that you would like to see. Titles are added to the bottom of your Rental Lineup.

To adjust the priority of movies, change the number in the "Priority" column and then click "Update Rental Lineup". It's also easy to change the priority of more than one movie at a time. Simply change the priority of as many movies as you want. To remove movies from your Rental Lineup, check the "Remove" box to the right of a title name. When you're done with all your changes, click "Update Rental Lineup" -- the site will make all the necessary changes.

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Occasionally, I receive the second or third disc in My Rental Lineup before the first. Why does this happen?

When you return a movie or have an open slot in your Rental Lineup, we make every effort to ship your first choice. To help you get the most out of your membership, if a title in a higher spot is out of stock, we'll send your next available in-stock title. This way, you will always have great movies on hand!

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I sent back a DVD but never got the next one in My Rental Lineup.

Once a title you return has been checked back into our inventory, you'll receive an email confirmation of its return. We'll then ship the next available title from your Rental Lineup. You can always check the Shipping Status page on the site to see whether we have received the movie you've returned. If 7-10 days pass, and you don't receive a confirmation email from us, please use the Shipping Status page to report it as 'already returned'.

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A title disappeared from My Rental Lineup and I can't find it on the site anymore! Am I going crazy?

Occasionally we'll have to remove a title from our selection that is no longer available to rent. This is due to either a high breakage rate, or because it is out of print from the studio. We apologize for any inconvenience this may have caused.

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