We are committed to ensuring your satisfaction and offer full disc replacements for any defective items. This includes discs that are blank, damaged, or contain an incorrect title due to an error on our part. These replacements will be issued and shipped at no cost to you.
Returns and Refunds
While we strive to ensure all orders meet your expectations, we do not accept returns or issue refunds under normal circumstances. However, in rare cases where a refund is offered:
- Refunds will be provided as a credit coupon code for the product only.
- Initial shipping costs are non-refundable, and return shipping is the responsibility of the customer.
- Returned items must be in resalable condition. Any damaged or defective items will be deducted from the refund amount.
Because of the way we batch duplicate, we cannot “cancel” orders after they have moved to the “processing” stage. Similarly, we do not offer refunds once an order has entered the processing stage.
Starting the Replacement Process
To initiate a replacement request, we require the following:
- A photo of the underside of the disc.
- The make and model of the player(s) used.
- Any error information displayed when the disc is inserted into the player.
- A short video showing the issue you are experiencing. The video must include the disc being inserted into your player.
Once the required details are received, replacement requests will be reviewed and must be approved before being queued. Approved replacements are tested in full during office hours to ensure quality before being shipped out. Please allow time for this process, as replacements are handled in the order they are received.
Please email support at support@sloppysecondsales.com to begin the process.
Please note: We provide only one replacement disc for a defective item. If the replacement disc passes our thorough quality testing on multiple players but still does not function on your player, the issue is likely related to player compatibility. In the event that it does not work, please refer to our Returns and Refunds section. If a refund is approved in the form of a credit, we will require a video showing the disc not functioning to process the credit.
Overseas Customers
For customers outside of the U.S., replacement discs will be included with a subsequent order to cover shipping costs. Additionally:
- We only resend packages outside the USA that are undelivered or caught in customs if “Order Reship Insurance” (available in the “Order Add-On” category) is added at checkout.
- Ordering without this insurance is at your own risk.
- Orders must be 90+ days old before a reship is initiated.
Please ensure your shipping address is accurate and up to date to avoid delivery issues.
Player Compatibility Issues
Playback issues such as glitches, skips, freezing, no audio, or no video are generally related to player compatibility, not defects in the disc. If this occurs:
- We can provide a replacement disc burned on a different media code.
- Due to limited availability (as these media codes are no longer in production), replacement discs must be included with a future order that includes paid shipping.
Subtitle Issues
All titles with removable subtitles have been rigorously play-tested on PS5, Sony, LG, and Philips standalone players. If you experience subtitle playback issues, such as the screen turning white, this is likely due to your player rendering them incorrectly. Unfortunately, we are unable to replace discs for issues caused by player compatibility.
Modern 4K players are primarily designed for 4K UHD playback and may struggle with BDR playback. For optimal playback of recordable media, we recommend affordable standalone players, such as the $40 Philips Blu-ray player available at Walmart.
Handling Marks and Physical Imperfections
Due to our manual duplication and handling process, minor imperfections such as faint marks, scratches, or fingerprints may occasionally occur. These cosmetic issues do not impact playback and are not considered defects.
Damaged Cases and Covers
We only offer replacements for damaged cases and covers if box protection was added to your order at checkout. This optional protection ensures your items are safeguarded during shipping. For more information, please refer to our FAQ.
Delivery Issues
If your order is returned to us due to delivery issues, you will need to provide payment for a new shipping label to have your order re-shipped.
Replacements for Quality Issues
We do not offer replacements for quality-related issues. If you have any questions about the quality of a specific product, feel free to reach out, and we’ll provide upfront details.
Quality Assurance and Source Information
We are committed to delivering the best possible sources for our products. However, it’s important to note the following:
- Sometimes our sources may lack certain scenes, episodes, audio, or other elements. While we strive to release the best sources available, new or improved sources are not always obtainable.
- We do our best to replace and update sources when possible, but due to capacity and time constraints, minor issues with sources may not be addressed.
- Our pricing reflects the time it takes to create the final product, duplication equipment, supplies, and the hard work of our team—not the content of the product itself.
General Quality Overview
- Single Movie on a Single Blu-ray: Sourced from HD material unless otherwise noted.
- Single Blu-ray with Multiple Films (e.g., Blackseries, CDN Classics, Archives, TV series): Derived from SD material, placed on Blu-ray for economic and convenience purposes.
- DVDs: Always sourced from SD material.
Playback on higher-resolution setups (1080p or 4K) will stretch or upscale the content, which may affect perceived quality. Please consider your setup when making purchases.
Player Compatibility
- Some players may experience issues with recordable media. We thoroughly test all masters on PS4, PS5, and a budget-friendly $40 Philips standalone Blu-ray player from Walmart to ensure compatibility.
- Expensive 4K players, such as those from Samsung, are often optimized for UHD playback and may struggle with recordable content. For ease of playback, we recommend using standalone players like the Philips model mentioned above.
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.