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ACCOUNT QUESTIONS
A1. How much is membership at deanphoenixxxx.com?
A2. How do I join?
A3. Do you use any credit card security measures?
A4. I've lost my password. Please email it to me.
A5. I'm having difficulties logging in. HELP!
A8. How do I get hold of you if I need help with your site?
A9. I can't remember my User ID and Password. Do I need to re-register?
A10. How do I cancel my membership?
A11. I'm on AOL and I'm having problems accessing the site. Can you help?
A12. Why does it sometimes take so long to access deanphoenixxxx.com?
A13. I'm completely stuck, and need help. What do I do?
A14. I can’t download pictures from your site.
A15. Issues with Paycom/Epoch billing?
A16. Issues with CCBill billing?
DVD AND VIDEO SALES
S1. How can I order Dean Phoenix DVDs or other products from COLT Studio Group?
S2. How do I receive a Catalog of COLT Studio Group Videos and Accessories?
S3. Do you sell your mail or e-mail lists?
S4. How do you ship my order?
S5. What is your return policy?
S6. I'm outside the United States. Can I use my overseas credit card for ordering?
S7. What does it cost to order from overseas?
S8. Can I order a video in PAL format?
FLASH PLAYER | MOVIE QUESTIONS
R1. I can’t view any videos or pictures, what’s wrong?
R2. Why does the video keep stopping and starting while I'm watching it?
R3. Why can’t I hear the audio when I am watching a video?
ACCOUNT QUESTIONS | ANSWERS
A1. How much is membership at deanphoenixxxx.com?
The ColtStudio.com monthly membership is $19.95. We also offer a ten-day trial membership for $9.95. Please note that these are recurring charges, which means that if you do not request cancellation of your account, we will continue to bill you on a monthly basis. We also offer a one-month non-recurring membership for $24.95.
A2. How do I join?
Joining deanphoenixxxx.com is simple and easy. Just go back to the Home page and click on "JOIN NOW." You will be directed to our join page where you can choose your plan, or simple click here to be taken directly to that page.
A3. Do you use any credit card security measures?
Your recurring monthly membership purchases are made securely through our billing partner Plug-n-Pay.
A4. I've lost my password. Please email it to me.
If you have forgotten your username and/or password and would like a copy emailed to you, please enter your email address in the space provided and click on the "Submit Request" Button below.
Please note: Not all email servers work at the same speed. Please allow at least an hour to receive your new password. If, after an hour you have still not gotten an email from us please email us at website.custserv@COLTtudiogroup.com or call Customer Service Monday through Friday, 8:30 - 5:30 PST at 800-445-COLT (2658) Outside the US, please call 415-437-9800. You can also write to us at Colt Studio, PO Box 883694, San Francisco, CA 94188-3694.
A5. I'm having difficulties logging in. Help!
There are a number of reasons why you might not be able to log in. Obviously, if your account has expired, then you won't be able to log in.
We have upgraded our security so that only one person can be logged in for each user name: if someone else is logged in with your user name, then you won't be able to log in to deanphoenixxxx.com at the same time. Because of the new security, you cannot be logged in on two different computers at the same time. If you've been using the site on one computer and you're going to move to a different one, make sure you log off first. Our system will automatically log you off if you haven't used the site for twenty minutes. If you've logged on at work and forgot to log off, you'll have to wait at least twenty minutes before you can log in at home.
You can change the mailing address for Colt mailings by sending your updated mailing address to website.custserv@COLTtudiogroup.com and we will update this information in our mailing database
A8. How do I get hold of you if I need help with your site?
If we can be of any assistance to you at any time, please email us at website.custserv@COLTtudiogroup.com or call Customer Service Monday through Friday, 8:30 - 5:30 PST at 800-445-COLT (2658) Outside the US, please call 415-437-9800. You can also write to us at Colt Studio, PO Box 883694, San Francisco, CA 94188-3694.
A9. I can't remember my User ID and Password. Do I need to re-register?
If you have forgotten your username and/or password and would like a copy emailed to you, please enter your email address in the space provided and click on the "Submit Request" Button below.
A10. How do I cancel my membership?
If you would like to cancel your account, please click HERE http://secure.deanphoenixxxx.com/cancel/ and enter either your username and password OR your Subscription ID and email address in the space provided.
A11. I'm on AOL and I'm having problems accessing the site. Can you help?
One of the things we have to remember when we sign on to America On-Line is that they are the most careful of all service providers regarding Internet Safety for minors. As such, they tend to set defaults to block adult sites. When you log on for the first time, you may have missed the screen that allows you to change that setting.
Follow these steps to fix this:
1. In the main screen name for your account (The one you first used when you set up the account) Click on "Members" Drop down menu
2. Click on "Parental Controls"
3. Click on "Set Parental Controls Now"
4. Set them for "18+" on the Screen Name you will be using to access adult sites
5.Click on "OK"
6. Click on "Set Parental Controls Now"
7. Click on "Go to Custom Controls"
8. Click on "Web"
9. Click on "Web Controls"
10. Set them for "Access All Web" on the Screen Name you will be using to access adult sites
11. Click on "OK"
If this does not solve the problem, we can only recommend that you contact AOL Member Services at Keyword: Member Services.
A12. Why does it sometimes take so long to access deanphoenixxxx.com?
A number of factors are involved: Your modem speed, the modem speed of your Internet Service Provider, and the number of "steps" between your ISP and our server can all affect the speed at which our page comes up. Also, during popular time periods, the number of people accessing the website can cause traffic to back up, much as it does on a highway during rush hour. If you're experiencing very slow downloads, try coming back a few minutes later.
A13. I'm completely stuck, and need help. What do I do?
You can use email us at any time at website.custserv@COLTtudiogroup.com. When contacting us with any problem you might be having with the site, please include the following information: web browser type and version #, your internet connection method (dial-up, cable modem/DSL), and operating system type and version # (Windows 95/98/Me/NT/2000, MAC OS, etc.) Some basic things to try if you are having trouble are clearing the cache of your web browser, making sure you have sufficient free space on your hard drive, and closing other programs.
A14. I can’t download pictures from your site.
Our Images are displayed in a Flash viewer which disallows downloading the pictures to a hard drive.
A15. Issues with Paycom/Epoch billing?
Please go to http://www.billingsupport.com
A16. Issues with CCBill billing?
For help with CCBill Billing, please go to https://support.ccbill.com/
DVD & VIDEO SALES | ANSWERS
S1. How can I order Dean Phoenix DVDs or other products from COLT Studio Group?
Click on our Store link at the top of the page and we will be happy to process your order. There are a few things you need to know ahead of time. All orders are shipped either UPS or FedEx. We will ship to P.O. Boxes via USPS only. We can not ship any of our products to Tennessee and Salt Lake County, Utah. Even though we ship our products in neutral wrapping, many countries outside the United States still have overzealous customs agents. We cannot, therefore, guarantee that your international order will not be subject to customs seizure.
S2. How do I receive a Catalog of COLT Studio Group Videos and Accessories?
Our free online catalog is a great way to search for particular videos or accessories, You can find it at www.coltstudio.com. Just click on ONLINE STORE. If you would like to receive a print catalog, please send us your name and mailing address, along with a signed statement declaring that you are at least 21 years of age and wish to view adult materials, and a request for any available catalog brochures. Signed statements of age may be faxed to 415-437-9811 or mailed to P.O. Box 883694, San Francisco, CA 94188.
S3. Do you sell your mail or e-mail lists?
We at COLT Studio Group value our customers' privacy which is why we NEVER give out ANY information about you and also why our products are shipped in discreet, generic packages with a corporate return address.
S4. How do you ship my order?
Our products are shipped in discreet, generic packages with a corporate return address. Within the continental United States, our standard shipping method is FedEx Ground Service and our basic rate is $7.50 for the first item, $2.00 each additional item. Priority upgrades are as follows:
UPS Second Day Air Service ($10.00 plus basic rate)
FedEx Second Day Air Service ($12.00 plus basic rate)
FedEx Overnight Service ($25.00 plus basic rate)
FedEx Overnight Saturday Delivery ($45.00 plus basic rate)
Orders are shipped to Mexico, Canada and Puerto Rico via USPS Global Express afor an additional $10.00.
Orders to all other countries are shipped via USPS Global Express. Shipping rates are $26.00 plus basic rate.
S5. What is your return policy?
Videos and DVD's are non-returnable except in the case of defective merchandise. Latex items are non-returnable and non-refundable. Defective merchandise may be returned with 30 days of purchase for replacement. If you receive a defective tape or DVD, please contact customer service at 1-800-445-2658 or send an explanatory email to sales.manager@coltstudio.com.
S6. I'm outside the United States. Can I use my overseas credit card for ordering?
We currently accept Visa, Mastercard, American Express, Discover and money orders in US dollars. We will accept personal check from customers residing in the United States which are drawn on a US bank, however, personal checks are subject to a 15 day hold for clearance of funds.
S7. What does it cost to order from overseas?
Please see our rates list in number 5. Please be aware that due to the nature of our products and local legislation, international orders may be subject to customs seizure and we cannot guarantee that orders will not be confiscated.
S8. Can I order a video in PAL format?
We are no longer creating PAL format items as NTSC format is quickly becoming the standard world wide. Feel free to contact one of our international distributors to locate any remaining PAL formatted versions of COLT Studio Group products they may have.
FLASH / MOVIES | ANSWERS
R1. I can’t view any videos or pictures, what’s wrong??
To view videos and photo sets on deanphoenixxxx.com you need to be using a Mac or a PC that is equipped with Adobe Flash 8 or higher. You can check which version you are running here. If you don’t have Flash 8 installed on your computer you can download the latest version here.
R2. Why does the video keep stopping and starting while I'm watching it?
If a video doesn’t play continuously, it may be due to your connection speed. To fully enjoy our videos, it’s best to have a broadband connection. However, other factors may be contributing to your problem. It’s possible that our servers are experiencing high traffic, which can affect the speed.
R3. Why can’t I hear the audio when I am watching a video?
Please check the volume controls on your computer. Also, be sure to increase the volume on other conventional video player on your computer, such as Real Player and Windows Media. This may have an effect on your computer’s master volume levels. Next, check to see if you system meets these re1quirements for running the video player:
* Macromedia Flash Player 7.0+ plug-in
* Windows 2000 or higher with latest updates installed
* Mac OS X 10.3 or higher
* Firefox 1.1+, Internet Explorer 5.0+, or Safari 1.0+
* Broadband connection with 500+ Kbps
If your system meets all the requirements, but the video player still isn't working properly, please try troubleshooting with a different browser. Also, please test the audio on multiple videos.
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