ALL CUSTOMERS PLEASE NOTE:
ROCKIN-ROXANNE OFFERS EXCEPTIONAL CUSTOMER SERVICE. TO ENSURE YOUR PURCHASING EXPERIENCE IS ALWAYS A SMOOTH AND PLEASANT ONE, ALL OF THE LINKS ABOVE ARE REQUIRED READING FOR ALL CUSTOMERS BEFORE MAKING A PURCHASE.
THESE LINKS WILL GENERALLY ADDRESS ANY QUESTION OR CONCERN YOU MAY HAVE BEFORE AND AFTER MAKING A PURCHASE FROM HOW TO PURCHASE, PRICING, HOW OUR DOWNLOADS WORK, WHAT TO DO IF YOU HAVE NOT RECEIVED AN ORDER AND MORE.
ROCKIN-ROXANNE IS NOT RESPONSIBLE FOR ANY ISSUE THAT MAY ARISE DUE TO THE CUSTOMERS FAILURE TO HAVE READ THROUGH AND FOLLOW ANY AND ALL INSTRUCTIONS AND POLICES FOUND WITHIN THESE VERY IMPORTANT LINKS.
What is the price of your downloads?
Our regular download pricing is $18.99 for each download.
Are all of your over 7,000 videos availaable on download?
Yes, all videos in our regular inventory of over 7,000 videos are available on download.
It is okay for me to share a download with others?
Any download purchased from Rockin-Roxanne is for your personal use only and cannnot
be shared with anyone else or posted to any website or file sharing service.
If you are caught file sharing you will receive a lifetime ban from purchasing from us (No Exceptions)
You will also be charged a $100 fee for each and every video shared in violation of this policy.
We closely monitor all link traffic and various file sharing sites for violations.
How are the downloads delivered to me?
All downloads are delivered by email sent to the email address that your order originated from.
The email will include a link to the location of your download.
How soon will I receive the email with the link to my download?
It's important for you to note that Rockin-Roxanne does not offer immediate downloads.
We upload every download order individually and the speed for which your download
is ready depends on how many orders we may have in front of you at any given time.
as we fill orders in the order they were received.
Sometimes we may have the link to you within a few minutes and sometimes it may take
As much as 48 hours depending on our backlog of orders to fill, but generally the average
Delivery time is within a few hours. If you have not received an order after 24 hours
We strongly recommend that you contact us so that the link doesn't purged as any link
is only available for 48 hours once it is mailed to you. (See the link for "How our downloads work" above.
Do you fill download orders 24 hours a day or do you have certain operating hours?
We are generally are uploading orders between the follow hours (All hours are PST for the Paciifc Time Zone)
Monday-Friday between 9:00 AM - 10:00 PM
Saturday- We often do not upload on Weekends, but "may" upload on Saturdays from 9:00 AM and 3:00 PM
Sunday and Holidays - We almost always do not upload on Sundays or Holidays, but will often try to fill some orders after 9:00 PM - 11:00 PM on Sundays.
What happens if I have not recevied my order within 24 hours?
If you have not received an email from us within 24 hours after your download purchase, something is wrong and your should contact us immediately (Not days or weeks later)
IMPORTANT! PLEASE DO NOT OPEN A CREDIT CARD DISPUTE
AS THIS ACTION WILL BAN YOU FOR LIFE FROM MAKING FURTHER PURCHASES FROM OUR WEBSITE! (NO EXCEPTIONS)
YOU WILL ALSO BE CHARGED A $100 FEE TO OFFSET CHARGES AND ADMINSTRATIVE COST ASSOCIATED WITH EACH AND EVERY PAYPAL OR CREDIT CARD DISPUTE.
Why we have this policy: Disputes cause large chargebacks fees that are unrecoverable.
Therefore, we have a zero tolerence policy with regards to Disputes and insist you adhere to our policies and procedures in the event of a problem.
Possible Reasons You May Not Have Recevied Your Download & What You Should Do.
1. Check your Spam, Junk Mail or Deleted Email Folders to Be sure our emails to you are not being deleted by any spam filtering.
The email address used to send your download link is either firstname.lastname@example.org or email@example.com so be sure these addresses are added to your safe list.
This Sender is usually "Roxanne" or "Rockin-Roxanne" and the Subject line will say something like "Your Download is Ready".
Please also note that if you are already not getting our emails, you may not be getting our responses to your inquiries, so please be assured we are not ignoring you and are responding.
2. Your internet Service Provider may be blocking emails from the rockin-roxanne.com domain which may cause you not to receive our emails.
You may want to contact your internet Service Provider to make them aware that you want to receive emails from the rockin-roxanne.com Domain.
You may want to be sure you have whitelisted emails from the rockin-roxanne.com Domain and/or emails from Rox@rockin-roxanne.com and Roxanne@rockin-roxanne.com
3. If your Internet Service Provider is Blocking our emails to you, we are still likely receiving your emails, so we suggest you email us to alert us that you have not received your download
and we will move your download(s) to the following link:
www.rockin-roxanne.com/aaa/ followed by the first 2 letters of your fist name and the first two letters of your last name.
For Example, if your name is John Smith, we would move your link to www.rockin-roxanne.com/aaa/josm
Please allow us up to 24 hours to move your download(s). We would also appreciate a follow up email from you letting us know you received your downloads.
4. Check our home page for possible delays. Notices of delays are posted at the top of our home page and could include Server issues
or Notices that we will be out of town during certain dates and not processing download orders (This occurs Once or Twice a Year) 5. If you have ordered over a weekend or on a US Holiday, keep in mind we often do not upload on weekends or Holidays.
So something ordered on a Friday, Saturday or Sunday might not be filled until Monday.
6. If all else fails
A note about our customer service line and emailed questions:
Our customer service line is intended to assit with credit card orders and general questions that are not already addressed on our webiste.
You can find the answers to most general questions within our FAQ pages, customer service policy pages and our Where is my Order page.
We respectfully ask that all customers contsult these pages for answers before calling as our customer service line is not intended
for you to either chat with Roxanne or to ask questions already answered on our website. So please keep in mind that we do not respond
to questions already addressed on our website by phone. Emailed questions already addressed on our website will received a template
response asking you to refer back to our website for the answer to your question.
What is the file format of your downloads?
Our downloads are in Windows Media Format (.wmv files).
Are your downloads in HD?
No our downloads are not in HD format as given we deal in older videos they were not originally recorded in HD format.
Our downloads are generally in 1400 kbps in NTSC format.
What if I am unhappy with the download?
Whereas Rockin-Roxanne takes pride in offering world class customer service, there isn't much we can generally do if
you're unhappy with a download purchase as we offer up to 9 screen captures to give you a general idea of what is
contained in a video. It's sort of like returning a book after you have already read it.
Is there ever an exception to that?
Very rarely, but of course we will take any complaint into consideration.
However, one exception is if you receive a video that runs under 5 minutes to which we offer a short video policy. You can learn more about our short video policy at this link:
Can you tell me how long the video is or who wins?
With over 7,000 videos on our website, I do not answer questions that require that I pull the video and check it's content.
This is because, despite being addressed here, I still get about a dozen questions asking me about the video length
in addition to question about who wins, what holds are used, etc. So I finally had to adopt a no exeptions policy
that I do not check videos for content as if I did this for every request I get, quite frankly, that would be all I was ever doing.
I have a download question that is not addressed in these FAQs, what should I do?
First you should read through our general FAQs to see if your question is answered there.
If your question isn't answered there, email me at Roxanne@rockin-roxanne.com
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