Frequently Asked Questions

Q: Does Notstraight share my personal information with third parties?
A: No, we respect your privacy which is important to us. We never sell or lease information about our customers to any other person or business. Please see our privacy policy.

Q: Is my registered information secure?
A: Yes. We use industry-standard efforts such as firewalls, data-encryption methods and password-protected data sources to safeguard the confidentiality of your information.

Q: How to tell that your browser is secure when placing an order in the shopping cart.
A To check that your browser is in secure mode, check that a "lock" or a "key" icon is displayed in the lower left-hand corner of your browser window. Also check the URL bar on top of your browser. This line will typically show the first characters as "https" when a secure connection has been established when you are in the shopping cart rather than "http" which indicates a connection that is not secure because it is a regular web page.

Q: Why we ask for personal information?
A: We ask that you give us certain pieces of personal information so we can get to know a little bit about you to know how we may serve you better. By knowing your interests, we gear the site towards you.

Q: How do I know if you received my order?
A: Shortly after placing your order online, you will receive a cofirmation email from us.

Q: How can I verify my order staus?
A: To verify your order status, Click here

Q: How long will it take for delivery?
A: It depends on the product and availability. Certain items require unique delivery time.

Q: How do I cancel an order?
A: If you wish to cancel an order you may do so by sending an email to cancelorder@notstraight.com or call Customer Service for assistance. Please be sure to include your full name and order number in your cancellation request.

Q: What happens when a movie is on backorder?
A: You will receive an email from us, informing you of the status of your order.

Q: How do I find my total cost, including taxes?
A: When you're done shopping, click "Checkout" in your shopping cart. You will be asked to enter your billing and shipping information. Before actually placing your order, you will be taken to a review order page that details your entire order that includes all tax charges.

Q: Can I order by fax?
A: Sorry, at this time we are unable to accept orders by fax right now. If you would like to call Customer Service 1(519)986-4994 or 1(866)473-3241. Representatives are available 9:00 AM to 5:00 PM Monday through Friday, Eastern Time to take your order.

Q: Do you accept international orders?
A: Sorry, we currently do not accept international orders yet but will be shipping soon.

Q: What sales tax will I be charged for my online purchase?
A: We are required by law to collect all sales taxes based on where your order is being shipped or delivered. When you review your order total during the checkout process, you'll see the amount of sales tax that will be charged to your purchase to reflect the applicable province, city or state and local taxes.

Q: What are my shipping options?
A: We offer shipping to any address in Canada and the United States.

Q: Do you notify me when my order has been shipped?
A: Yes. You will first receive an email confirming your order, then another email notifying you when your order shipped.

Q: How do you wrap and label your shipping packages?
A: All orders are shipped in either plain sturdy cardboard boxes or in plain padded envelopes.

Q: Can I ship to an address other than my own?
A: Yes. When you go through the order checkout process, you will be able to enter separate addresses for shipping and billing.

Q: What happens if my package doesn't arrive?
A: If you do not receive your order within the maximum amount of time specified, please notify us so we can trace the package.

Q: What is your Return Policy?
A: Click here to Read our Return Policy

Q: If I change my mind after I receive my order from you can I return it for a refund?
A: Yes, as long as it is still unopened and in its original packaging. You, of course, must pay all shipping cost.

Q: How do I return/exchange an item if I've lost my invoice/packing slip?
A: Contact us ASAP at returns@notstraight.com so that we can provide you with proper return instructions.

Q: What if I've ordered the wrong format or the wrong product?
A: If you order the wrong format or the wrong product, Notstraight will give you a credit for the movie or product (only if it is unopened). You pay for all shipping costs.

Q: What if I was sent the wrong format or the wrong product?
A: If you receive an incorrect item or format, DO NOT OPEN IT
We will not accept items accidentally shipped to you if you have opened them. You must email us returns@notstraight.com within 30 days to receive a Return Authorization Number. We will gladly replace it with the correct item or format. [We cannot replace it with a different item or format]

Q: Which credit cards do you accept?
A: We currently accept Visa and MasterCard.

Q: Do you accept payment by debit, cheque or from PayPal®?
A: Sorry, at this time we are unable to accept payment by debit, cheque or from PayPal® right now. Coming Soon.

Q: What currency is applied to my order?
A: All purchases will be charged in Canadian dollars. You will be charged the exchange rate valid for the date your order is charged.

Q: Whom do I contact if I have a question about my order?
A: If you have any questions about your order: orders@notstraight.com

Q: Whom do I contact if I have questions about the products I see on the site?
A: For product inquiries: productinquiries@notstraight.com

Q: Whom do I contact if I have technical difficulties or find errors on the website?
A: Please email the webmaster@notstraight.com for any technically related issues or if there are broken links or errors with the website.

More - Whom to contact: Click here

Q: Why you haven't heard from us, why you cannot recieve Email Replies from us?
A: If you have tried to email us but you're not receiving a response, it's possible our email replies are being blocked by your browser settings or by your internet service provider. This sometimes happens to email even when it's legitimate, like email from our customer service department or automatic order status notification emails. If you think this is happening to you, adjust the settings that filter or block email in your email program or contact your internet service provider for assistance. Once you've done that, email us again and we'll answer all your questions. customerservice@notstraight.com

• Notstraight "Quick Search" can be found in the top right corner of the page. Use the drop-down menu to narrow your search.
• First choose a genre you would like to search in:
  Lesbian - Gay - BiSexual-Female - BiSexual-Male - Female2Male - Male2Female
• Once you have chosen a genre, your results will reflect only what is associated to that chose.
• If you don't want a particular genre, the default is "all genres".
• If you are looking for a natural health product, choose "Natural Health".
• Enter one or more keywords using any combination of the movie or product you are looking for.
• If you know the exact title, director or star, this will enhance your search results.
• Notstraight search engine is case-insensitive. You can enter your search in all capitals, all lowercase or mixed case.