Unlimited Streaming

How does Unlimited Streaming work?

You must have a Roku, Xbox, Playstation, Google TV, Boxee, PC/Mac, Android, or iOS device and a monthly service plan to use this service. Instantly stream full-length adult movies directly to your TV for one low monthly price. Watch as many movies as you want, for as long as you want, and pay nothing extra. Simply load the Unlimited Streaming app to your device, select a movie, and enjoy! Visit the Unlimited Streaming activation pages to learn more.

http://www.sugardvd.com/unlimited

*Note: The Pay-Per-Minute, download to own, and 2 and 7 day streaming services are separate from our Unlimited Streaming service. The Unlimited Streaming 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.

What if I only want to use the Unlimited Streaming service?

We offer an Unlimited Streaming only plan. Click here to view our membership plans

How much does the Unlimited Streaming service cost?

The Unlimited Streaming service by itself costs $7.95 per month. It is also included with every DVD rental plan at no additional cost. Click here to view our membership plans.

Why can't I find the SugarDVD app in the App Store, Playstation Store, Google Play, etc?

Due to adult content standards, our Unlimited Streaming app will not appear in any device app stores, except for Roku where the app must be added through the Roku website using your Roku account. To access our app on any device, use its Internet browser to navigate to our app page – www.sugardvd.com/unlimited. From here, select your device, log in to your SugarDVD account, and start streaming!

How do I start streaming from my Playstation/Xbox/iOS/Andriod/Wii U/ Google TV?

On your device's Internet browser, you must first go to www.sugardvd.com/unilimited, then log into your SugarDVD account. You will be automatically directed to the appropriate device page. If you are not, hover over the Unlimited Streaming link in the navigation menu, select the device you are streaming from, then click on the orange "Start Streaming" button. This will lead you directly to our Unlimited Streaming app.

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

If you see this, you are looking at one of our Pay-Per-View (Video On Demand) options. The Unlimited Streaming service is separate from our Pay-Per-View services. Our Pay-Per-View options include Pay-Per-Minute, Download To Own, and a 2- or 7-day Streaming period, which allow you to stream movies to your PC or Mac computer and pay-as-you-go for each movie you watch.

To watch movies available for Unlimited Streaming, click on the Unlimited Streaming tab at the top of the site, select your device, then click on the "Start Streaming" button to access our Unlimited Stremaing app. If this button does not appear, be sure you are logged into your account. There are no extra fees to watch any movie on the Unlimited Streaming app.

Why does my PS3 keeps telling me I need to log in when I try to stream?

Press the triangle button on the PS3 controller. This will bring up the Settings menu. Make sure that cookies and Javascript are enabled, reload the Internet browser, and try to stream again.

Where do I enter my Roku activation code?

Go to www.sugardvd.com/roku. After you log into your account, there will be a box that indicates where to enter your Roku activation code.

How many Rokus can I link to SugarDVD acccount?

Your account can be linked to a maximum of two Rokus.

I can't find my Favorites on the unlimited streaming app.

You can find your Favorites in the Preferences page. Open up the Preferences page on the app by clicking on the icon on the top right corner page that looks like a hamburger. Here you can manage your Categories and Favorites. Click on the heart to add a movie to your favorites. Movies are added to your Favorites category when the orange heart is displayed. You must have at least 10 Favorites for the category to show up on your Categories home page.

How do I know which movies are in High Definition?

To find High Definition movies, go into the Preferences tab and add the High Definition category to your home page. This will allow you to view all HD titles available. You can also identify High Definition movies when hovering over a box cover and seeing an HD logo in the details box. You can also find this HD tag in the Details section of a specific movie.
VOD/Pay-Per-Minute (PPM)

What is VOD?

VOD stands for "Video On Demand".

How do I use my Free 20 VOD minutes?

When you sign up for a SugarDVD account and/or a new membership plan, we give you 20 VOD minutes for free. To use these minutes, log into your SugarDVD account and click the Pay-Per-Minute tab at the top of the site. Select a movie to watch, choose a connection speed, and a new window will open up with your movie selection. If your movie takes a while to load, try choosing a lower connection speed.

Why can't I watch Pay-Per-Minute movies on my phone or tablet?

All Pay-Per-Minute services, including Download-To-Own and 2- or 7-day VOD Stream, are available to use only on your PC or Mac. If you purchased minutes or other VOD services but only have a phone or tablet to view movies, please contact our customer support team for further assistance.

*Note: The Pay-Per-Minute, download to own, and 2 and 7 day streaming services are separate from our Unlimited Streaming service. The Unlimited Streaming 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.

I purchased a Download-To-Own title but the file was incomplete. What can I do about this?

If a title you have downloaded is incomplete, it may be due to a technical issue. If this occurs, please contact our customer support team immediately to fix this problem.

I am being told that I need to upgrade a component. Why is this?

Microsoft occasionally upgrades their encryption technology that protects our movies. The upgrade process is not as clear as it could be. If you receive a message saying you need to upgrade, please go to the following address and pay very close attention to the information in the "Troubleshooting" section:
If you still have problems after doing this step and following the 'Troubleshooting' instructions on that page, please follow the step below to reset your DRM.

I can hear the audio but the video screen is black or green.

Please visit the following Microsoft KB article: http://support.microsoft.com/kb/909554/

What is a premium movie?

Premium movies have been selected by their studio to be offered at a higher cost. Typically, this is because these movies cost more in other formats or are harder to find.

Premium movies will always show the "Premium Rate", or the amount of minutes which will be deducted for each minute you watch. For instance, a movie that uses "2.00 minutes per minute" will deduct 2 minutes from your account for every minute viewed of the movie. You will be able to see the breakdown in your viewing history.

What are the system requirements for Pay-Per-Minute?



Windows PC Requirements
 Minimum RequirementsRecommended
Hardware
  • Intel Pentium 266 MHz
  • 64 MB RAM
  • 64 MB available hard disk space
  • Video Card with 16 MB video memory
  • Intel Pentium III 500 MHz or higher
  • 512 MB RAM or higher
  • 256 MB available hard disk space
  • Video Card with 32 MB video memory
Software
  • Windows 98, Windows Me, Windows 2000, XP, Vista, or Windows 7
  • Windows Media Player 7.1 or higher
  • Windows XP, Vista, or Windows 7
  • Windows Media Player 11 or higher
Monitor
  • Resolution at least 800x600
  • Resolution at least 1024x768
Connection Speed
  • Dial-Up Modem at 33.6kbps or higher
  • Broadband (Cable Modem, DSL, T1, etc.) at 1 Mbps or higher
Internet Browser
  • Internet Explorer 5.0 and later
  • Mozilla Firefox 2.0 and later
  • Google Chrome 1.0 and later
  • Opera 9.0 and later
  • Internet Explorer 7.0 and later
  • Mozilla Firefox 3.0 and later
  • Google Chrome 1.0 and later
  • Opera 9.0 and later
Macintosh Requirements
 Minimum RequirementsRecommended
Hardware
  • Intel-based
  • Intel-based
Software
  • OS X 10.4
  • Silverlight 4.0
  • OS X 10.6
  • Silverlight 4.0
Monitor
  • Resolution at least 800x600
  • Resolution at least 1024x768
Connection Speed
  • Dial-Up Modem at 33.6kbps or higher
  • Broadband (Cable Modem, DSL, T1, etc.) at 1 Mbps or higher
Internet Browser
  • Mozilla Firefox 2.0 and later
  • Google Chrome 1.0 and later
  • Safari 3.0 and later
  • Mozilla Firefox 3.0 and later
  • Google Chrome 1.0 and later
  • Safari 5.0 and later

What bitrates are your movies offered at?

Our movies are offered at two different bitrates (qualities):
  • 511kbps: Low Quality
  • 2056kbps: High Quality

Can I switch between computers?

Yes, you can watch the movies on any computer as long as you first log into our site on that computer, however, only one movie can be playing at a time.

Can I watch more than one movie at a time?

No, you are only entitled to watch one movie at a time on your account. Watching of multiple movies at a time is not permitted or supported.
Retail

When will my DVD and/or toy order ship?

Your order will ship once all the items in your order are available and ready to be shipped. If you chose in your backorder preference to ship partials, we will ship items as they become available. Shipping charges may apply for each package shipped out.

What does it mean that my order is "pending"?

Orders with a pending status have not yet been shipped. If your order has been pending for a more than one week after placing the order, one or more of the items in your order may be out of stock. If you experience delays longer than this, please contact our customer support team for further assistance.

I want to edit the shipping address on my order, how do I change it?

You must add the new address to your account profile, then contact our customer support team to make the change on your order.

I want to pay with a different credit card, how do I change the card on my order?

You must add the new credit card to your account profile, then contact our customer support team to make the change on your order.

I'm trying to place my order, but there's a message saying my address is invalid or not available. My address is correct so why is this happening?

Due to community standards regarding obscenity, there are some shipping restrictions on certain areas of the United States. 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
Unlimited DVD Rentals

How does the DVD 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 also include Unlimited Streaming at no additional cost.

You create your own rental 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 USPS First-Class Mail in a discreet, postage-paid return envelope, and should arrive in 2-7 business days. Once you watch the movie, simply place it back in its return envelope, drop it in any USPS 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.

How much does a DVD Rental Membership cost?

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 DVDs 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.

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.

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.

Why is my rental DVD unavailable for “Buy My Copy”?

Some rental DVDs may not be available for purchase for various reasons. DVDs may be fairly new releases, are in high demand by other customers, or have limited quantities left available. Although not available now, DVDs may be available for purchase in the future.

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.

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!

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'.

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.

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

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.

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, simply drop the postage-paid return mailer in any U.S. Postal Service mailbox.

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.

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.

How long will it take to get my movies?

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

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.

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.

What if I don't have the return 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:

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.
Account

When does my membership begin?

Your membership begins on the date that you signup for a DVD rental or Unlimited Streaming plan. If you are on a Free 10 Day Trial, your trial will begin (and include) your signup day and you will be automatically billed after the tenth day.

What day will I be charged each month?

Your monthly membership fee (plus tax if you are in the states of California or New York) is automatically billed on the monthly anniversary of your first charge. For example, if your first charge was on January 14, your next charge will be on the February 14, and the next charge on March 14 and so on until you cancel. You can find your billing date on the My Account page – under the Subscription Information section, click on the "View Service Plan Terms" for a detailed review of your membership plan.

I want to upgrade my membership, do I have to pay the new membership fee up front?

Membership upgrades are billed a prorated charge. This means the amount you pay will be the difference between the membership fees, divided by the number of days left in your billing cycle. For example, a TV Streaming plan ($7.95) being upgraded to a Beginner Rental plan ($10.95) with 10 days left in the billing cycle would cost $0.30 at the time of the upgrade.

I want to downgrade my membership, will I be refunded for excess monthly charges?

If you decide to downgrade your membership, you will be charged the updated membership fee on your next billing date. You will not be refunded for excess monthly charges, however your account will not downgrade until the next billing date.

How do I cancel my membership?

You can cancel your DVD Rental or Unlimited Streaming membership at anytime by visiting the My Account page and clicking on "Cancel Plan" under the "Subscription Information" section. You will receive a cancellation confirmation number once the cancellation steps are complete.

Will my membership still be active if I cancel before my next billing date?

Any cancellations will immediately stop all functions of your membership plan. You will not have access to unlimited streaming and no new rentals will be shipped out. However, you will still be able to use and purchase pay per minute credits.

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

We only accept payment via credit or debit card. This includes credit or debit 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.

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