*UDPATED: April 17, 2025*
Want to see a PDF with a full listing of titles?:
https://www.sloppysecondsales.com/sss.pdf
These are the most common emails we receive on a daily basis, and the answers:
- Where is my order? Please refer to the information below regarding current handling times. All non-rush orders are processed in the order they are received and batch duplicated. If you’d like to expedite this process, consider selecting the Rush Processing option under order options.
- I placed my order X days ago and haven’t received any notifications yet—what’s going on? Please review the current handling times below. Once a shipping label has been printed, you will receive an email from our site with all the necessary information. check the current times below. Once a label has been printed you will receive an email from site with info.
- How long does it take for an order to ship? Please refer to the current turnaround times listed in the FAQ section of our website below.
- Can I request a title? Yes! Feel free to send your title requests to requests@sloppysecondsales.com.
- I sent a request email but haven’t heard back—what’s going on? We receive a high volume of requests and review them weekly. Please note, you will only receive a response if and when we are able to fulfill your request.
- Why do you charge less than other companies? Our pricing reflects the time, materials, and operational costs involved in creating our products—not the content itself. For instance, regular CDN Blu-rays and Blackseries (multi-film) sets have set prices, regardless of the content’s duration. Even if a title includes 12+ hours of material, the duplication process requires the same amount of time and effort on our end.
- Why is my order taking so long to be filled? We receive upwards of 60 orders daily, and everything is made to order. While we aim to complete orders within 15 business days, there are times when delays occur due to high demand. Raising prices to expedite processing is an option, but we strive to maintain reasonable pricing for our customers. With these fair prices, we kindly ask for your patience as we work to fulfill your order.
- My cases arrived cracked–can I get a replacement at no charge? As of January 2022, we only replace cases for orders that include the box protection/guarantee. To ensure your cases are protected and eligible for replacement in the event of damage, please search for “box protection” on our site and add it to your cart along with your items.
- Why is X title missing certain scenes, or why are some scenes in a different language without subtitles? Sometimes our sources are missing certain scenes, episodes, audio, etc. We do our best to find and release the best sources available for our products. We do our best to replace sources whenever possible, but new sources are not always available and we do not always have the time or capacity to replace a source over a minor issue. We charge for the time it takes to make the final product, the duplication equipment, supplies and our employees hard work not the content of our products.
- I accidentally placed an order twice. Can you cancel one of them? We will do our best to accommodate these requests; however, due to the way we batch process orders, cancellations are not always possible. Once an order has been processed, we cannot offer refunds or cancellations. If you have two separate order numbers, this indicates the order was placed twice. Additionally, our system, ShipStation, may automatically combine and print orders, which further limits our ability to make changes. We apologize for any inconvenience and recommend double-checking your order before completing checkout.
We charge solely for the time and resources required to create the product, not for the content itself. All policies are clearly stated and agreed upon during checkout.
CURRENT TURNAROUND TIMES (as of April 17, 2025)
*NOTE* We’ve hired an additional employee for the duplication office, so we are hoping to drastically reduce wait times. This may take a few weeks to catch up.
All Non-Rush Orders Are Currently Processed as Pre-Orders
As of April 17th, non-rush orders containing two or more items are processed up to March 23rd.
CURRENT PROCESSING TIMES:
(Please do not email if your order exceeds these estimates; they are rough guidelines.)
- Orders with 1 Item: Labels printed within 1–15 business days.
- Orders with 2+ Items: Labels printed within 25–50 business days.
- Rush Orders: Labels printed within 48 hours (typically same or next business day).
Rush Orders: Adding rush processing allows your order to skip the lead time entirely. Although rush orders queue for batch duplication like all others, this is the fastest way to expedite your order. If you need your order sooner, please add Rush Processing under the order options. Thank you for your patience and understanding!
IMPORTANT NOTES:
Once a shipping label is printed, your order will queue for duplication. The tracking will not update until USPS physically picks up and scans the package. Please refrain from sending emails about your label/package status before USPS scans it.
International Orders: Additional steps involved in shipping internationally may extend the suggested timeframes.
DISC REPLACEMENTS:
While we do offer disc replacements, we require photo proof and the make and model of your player to initiate the process. If a replacement is approved, it will be printed and queued for testing.
Since 99.9% of disc issues are related to player or media compatibility, all replacement discs are fully tested during office hours to ensure proper functionality. Replacements are processed in the order they are received, so please note that they do not ship out the next day. Thank you for your understanding!
For further details on starting the replacement process, please see our “Refunds, Returns, and Replacement Policy.”
CONTACT:
If you have additional questions that are not addressed in this FAQ, please feel free to email our support team at support@sloppysecondsales.com. Please note that inquiries already covered in this FAQ may not receive a response.