Ordering Questions & Order Status
Payment, Coupons, Passport Rewards, Gift Cards and Certificates
Shipping & Returns
Using Your Account
Product Information
Catalog & Email
Other
Getting Further Support
If you have additional questions not covered in this FAQ section, please contact our
customer service representatives
(view Contact Us page).
For technical issues, please
click here
to submit feedback to our technical team.
Ordering Questions & Order Status (top)
How do I place an order? (top)
Simply click the "Add to Cart" button which will place the item in your shopping cart. At that point, you can continue shopping or proceed to checkout. When you have finished adding items to your cart and have made any changes to your product quantity and gift box options, click the "Checkout Now" button and follow the directions for completing your transaction.
How do I place an international order? (top)
Go to our International Orders page to find out about our international shipping rates and to view listings of international distributors for videos and CD-ROMs. Please note that there are certain shipping restrictions related to products (specifically, videos, telescopes and electronics) and required duties and charges for select countries.
When is my credit card charged? (top)
Your card is charged as soon as your order ships. If your order includes both in-stock and backordered items, you will initially be charged only for the in-stock portion of your order. If your order only includes backordered items, your account will not be charged until the items ship.
Do you offer gift wrap online? (top)
Gift boxes featuring the Discovery globe are available for just $4.95. Boxes are made of 100% recycled materials and are 100% recyclable. To include a gift box in your order, simply select "Gift Box" in the shopping cart. View a sample of our gift box. Please note that gift boxes may not be available on some items. If you have questions about a specific item, please use our convenient online form to submit questions to our knowledgeable Customer Care Representatives or call us toll-free in the US at 1-800-889-9950.
Will prices display on the packing slip of my gift order? (top)
If the shipping address is different than the billing address on your order, prices will not show on the packing slip.
Will I need to pay sales tax? (top)
Discovery Store is required by law to remit sales tax on shipments to any state where it has a corporate or commercial presence. For shipments to the following, the appropriate sales tax rate will be added to the total amount of the order, including gift box fees (if applicable), in accordance with local tax laws. If the shipment is to a state marked by an "*" (asterisk), the appropriate tax rate will be applied to the merchandise, shipping/handling charges, and gift box fees (if applicable). If there are any items in your order that are excludable from sales tax in the state, but erroneously added at checkout, we will properly correct and reflect all taxes in your billed charge and send an email confirmation.
CA, KY*, MD*, MS*, TX*, TN*, VA*
How long does it take for my order to be delivered? (top)
In-stock items are typically shipped within 1-2 business days. Standard shipping takes only 4-6 business days. Express delivery takes 2-3 business days if your order is placed by 1 p.m. EST. Overnight delivery takes just one business day if your order is placed by 1 p.m. EST.
Are items shipped as soon as they become available or when the entire order is complete? (top)
Generally items are shipped as soon as they are available with the exception of international orders (at no additional shipping & handling cost). However, if you prefer to have all items on your order ship together, you may contact a Customer Service Representative at 1-800-627-9399 and request that they group all items on your order to ship together.
Can I make changes to my order after it has been submitted? (top)
We're sorry, orders cannot be changed once they have been submitted. Discovery Store processes orders quickly, which means that once an order begins the fulfillment process we are unable to modify it. Please take advantage of our return policy if you ultimately receive an unwanted item.
What if I prefer not to place my order online? (top)
If for any reason you prefer not to complete your order online, Discovery Store will gladly accept your order by phone, fax or mail. Visit our How to Order page for exact details on submitting an offline order. If you have additional questions and need to speak to a customer service representative, please call us toll-free in the US at 1-800-889-9950 between 9 a.m. and 6 p.m. EST, Monday through Friday. (Please do not e-mail your order to Discovery Store as we cannot guarantee the privacy or security of information transmitted via e-mail.)
Can I make a purchase order online? (top)
Sorry, we are unable to accept purchase orders through Discovery Store or Discovery Store Catalog at this time.
Does my browser need to be set to "accept cookies" to place an order? (top)
Yes. Your browser must accept cookies to complete a Discovery Store order. Browsers generally accept cookies by default. However, you may need to change your settings to enable cookies if you're experiencing problems in the ordering process.
| Browser |
To enable cookies |
| Internet Explorer 6 & 7 |
Go to Tools: Internet Options
Choose "Privacy" and adjust the slider until it says "Medium"
Click on the "Advanced" button; Make certain that "Override automatic cookie handling" is not checked
|
| Firefox 2 |
Go to Tools: Options (on Windows) or Firefox: Preferences (on Macintosh)
Click on the "Privacy" icon
Make sure the checkbox next to "Accept cookies from sites" is checked and the "Keep until" selection is set to "they expire"
|
| Safari 2 |
Go to Safari: Preferences, click on "Security" and choose "Accept Cookies - Always" |
Why is your site so slow when I use Safari? (top)
Many have found that Safari slows down every time a page is opened. This tip from Mac OS X Hints may help with this problem. Go to ~/Library/Safari and locate the folder called Icons, which caches all of the site favicons. Delete the contents of the Icons folder. This should resolve the Safari slowdown issue. To prevent it from happening again designate the Icons folder as "Read only." You'll no longer see Favicons listed in the bookmark window or menu, but system speed will improve noticeably.
Another way to speed up your Discovery Store shopping experience is to turn off all auto-fill settings. There are three choices to turn it off:
- Using info from my Address Book card
- User names and passwords
- Other Forms
Once you turn it off, click "Edit …" to actually delete the content that is saved.
How do I cancel an order? (top)
Once an order begins the fulfillment process we are unable to modify it. Please call customer service in the US at 1-800-889-9950 for additional information on what can be done for your specific order.
How do I track the status of an order? (top)
To view the status of a single order, visit the Order Tracking page and enter your order number and billing zip code. It's that easy!
How do I inquire about my Discovery Channel Experiences order? (top)
Discovery Channel Experiences are offered through a partnership with Excitations. Please contact Excitations customer service if you have any questions about your order.
How do I inquire about my custom fan gear order? (top)
Custom fan gear is offered through a partnership with CafePress.com. Please contact CafePress customer service if you have any questions about your order.
Payment, Coupons, Passport Rewards, Gift Cards and Certificates (top)
What methods of payment do you accept? (top)
We accept credit card payment in the form of American Express, Discover, Mastercard and Visa. We also accept PayPal® and Bill Me Later® as a form of payment.
What is PayPal? (top)
PayPal is the trusted leader in online payments, enabling buyers and businesses to send and receive money online. PayPal has more than 100 million member accounts in 103 countries and regions. It's accepted by merchants everywhere, including eBay. Learn more.
What is Bill Me Later? (top)
Bill Me Later is a convenient and secure payment method designed for purchases on the web or over the phone. As a credit account, Bill Me Later provides you with the flexibility to purchase without using your credit card. Purchases are subject to credit approval. Learn More.
Please note that Bill Me Later is not available for video download purchases.
Why was my order declined by Bill Me Later? (top)
Discovery Store does not have access to any information on Bill Me Later's credit decision. Bill Me Later will send a letter detailing the reason for their decision within 30 days.
What is my Card ID #? (top)
Your card identification number (CID) is a unique 3 or 4-digit number printed on your credit card. This number acts as an additional security measure by verifying that the card is with you during purchase. It is not stored in any of our systems and is only used to protect you from online fraud. As a result, you will have to enter it every time you purchase from our site even if your other account information is securely stored with Discovery Store.
Is it safe to use my credit card online? (top)
As you complete your order through our online store, you'll be asked for your name, address and credit card information. We use Secure Socket Layer (SSL) - the leading data encryption technology on the Internet - to send this personal information in an encrypted code to our servers. Only Discovery Store can decode your encrypted information. Plus, this data is stored on a protected server. (Please do not e-mail your order to Discovery Store as we cannot guarantee the privacy or security of information transmitted via e-mail.) For more information on the safety of ordering online at Discovery Store, please review our Privacy & Security policies.
How do I apply a coupon towards my order? (top)
Enter the coupon code in the coupon field on the shopping cart page and complete your order. You may only enter one coupon code per order.
What products or services are not eligible for coupon offers? (top)
Refer to specific coupon exclusions for details. Most telescopes and other items with additional shipping charges, for example, are excluded from free shipping offers. Telescopes and telescope accessories are also excluded from percent off coupons. Gift box, taxes, duties and shipping do not apply toward the minimum order value associated with our coupon codes. Discovery Store coupon offers cannot be attributed to orders made through Excitations.com or CafePress.com.
Are Passport Points awarded for all purchases? (top)
Passport Points are awarded for all purchases made through Discovery Store or through the Discovery Store Catalog, with the exception of purchases made using gift cards, gift certificates or Player's Club cards. Passport points will not be attributed for purchases made through Excitations.com or CafePress.com. Reward points are tabulated on the selling price of the merchandise excluding shipping charges, sales tax, discounts and returns. Rewards certificates will be mailed in four to six weeks.
How do I redeem Passport Rewards certificates? (top)
Enter your Passport Member Number and reward certificate(s) in checkout and complete your order. You can also redeem your certificates through Discovery Channel Catalog. The entire reward certificate must be used in one visit; any unused portion will be forfeited. You may enter up to eight reward certificates online. Passport Rewards are not valid on Excitations.com or CafePress.com.
How do I check my Passport balance? (top)
You can manage your account, read FAQs, review privacy statements, and check balances and more at the Discovery Passport site, passport.discovery.com.
How do I buy and redeem gift cards and certificates online? (top)
You can buy gift cards online. Click here for more information or to purchase. You can also redeem gift cards and electronic gift certificates as well as presentation gift certificates online. To redeem a card or certificate online, enter the gift card and PIN# or certificate number(s) in the appropriate fields on the Shipping Method page in checkout and complete your order. You may enter up to three gift card or certificate numbers online. You will see the amount of your credit deducted from your overall order total on the Order Summary page of checkout before you submit you order. Any remaining balance on the order will need to be paid by credit card. Electronic gift certificates can be redeemed online only, but are no longer available for purchase.
When does my gift card or certificate expire? (top)
Gift cards and certificates should be used within 1 year of issue date.
How do I check the balance of my Gift Card? (top)
You may contact us in the US at 800-889-9950 to obtain the balance of your Gift Card.
Do you have a corporate gifts program? (top)
Yes, Discovery Store does have a corporate gifts program. Visit our corporate gifts page for more information and for instructions on how to participate.
Can I redeem Discovery Store coupons and Passport Rewards on my CafePress custom fan gear or Discovery Experiences Excitations order? (top)
Discovery Store coupon offers and Passport Rewards cannot be attributed to orders made through CafePress.com or Excitations.com
Shipping & Returns (top)
How much shipping and handling will I pay? (top)
Discovery Store bases its shipping charges on your merchandise total. To review rates for orders within the United States, visit our Shipping page. To review rates for orders to international addresses, visit our International Orders page.
Do I have to pay shipping & handling for each shipment on my order? (top)
We generally ship items as soon as they become available. If you receive multiple shipments due to some items on backorder, you will not be charged additional shipping & handling for each shipment. Please note: International orders containing more than one item will usually be shipped together.
Do oversized products require additional shipping charges? (top)
Yes, some of our larger products require shipping and handling charges in addition to normal shipping rates. Please reference product pages for information on particular items.
What shipping carriers do you use? (top)
We use a number of different carriers based on the size, weight and location of your package. Depending on the service you select, your package could be delivered by UPS, USPS, Freight carrier or DHL@home which is a standard service that partners with the USPS and uses the USPS for final delivery of packages.
What is In-Home Delivery? (top)
Select large and heavy items are delivered by In-Home delivery service as indicated on product pages. In-Home delivery is a great value and includes:
- Delivery inside customer's residence (does not include assembly)
- Expedited delivery time of just five to six business days
- Delivery by appointment within a four hour window
Some items indicate they ship "directly from the manufacturer," what does that mean? (top)
These noted items ship from the manufacturer of the product as opposed to shipping from the Discovery Store facility. When purchasing one of these items, please note:
- Only Standard Delivery is available.
- If ordering the item as a gift, gift box is not available and the product packaging may reveal the contents.
- These items can not be delivered internationally or to P.O. Boxes, APO or FPO addresses.
What is the Discovery Store return policy? (top)
Discovery Store offers an exchange or refund for the full purchase amount of most items returned within 30 days of delivery. After 30 days, we offer an exchange or store credit in the amount of the current selling price (excludes Meade telescopes and accessories). Additional terms apply. Please see our Return Policy page for more details.
What if my product arrives damaged? (top)
In the unlikely event that a product arrives damaged, please use our convenient online e-mail form or call us toll-free in the US at 1-800-889-9950. We will send a carrier to your home to pick up the product at no extra cost to you.
Using Your Account (top)
What is the benefit of setting up an account? (top)
Setting up and maintaining an account will simplify your shopping experience at Discovery Store. Just register with us once and start benefiting from our convenient account services, like a personal address book that simplifies your shipping choices, and our timely order tracking program to monitor all your orders. Create an account here.
Why am I being asked for my date of birth? (top)
For privacy reasons, you must be 13 or older to create an account on our
site.
How do I change my password? (top)
Just go to My Account and then select Member Info to update your password. If you haven't already signed in, you'll be asked to sign in with your e-mail account and current password. (If you've forgotten your password, select "If you've forgotten your password, please click here", and we'll e-mail it to you right away. For more information on forgetting your password in checkout, please read below.)
After you've signed in, you'll come to a screen that gives you the option to change your password and e-mail address. Simply fill in the fields and select "Update Your Information" when you're done.
If I misplace my password, how do I retrieve it? (top)
Go to My Account and click on the “Forgot your password?” link to reset it. A temporary password will be e-mailed to you.
How do I update my account information? (top)
Go to My Account and log in with your email address and password. Select Member Info to make changes to your account, Address Book to make changes to your personal address book and Update Credit Card info to update your credit card settings.
How do I view my order history? (top)
Go to My Account, log in with your email address and password, and select Order History to view the status of all your recent orders in your account. To view the status of a single order, you can visit the Order Tracking page and enter your order number and billing zip code.
Product Information (top)
What if I have a question about a product? (top)
If you have a question about a product, please use our convenient online e-mail form to submit questions to our knowledgeable Customer Care Representatives or call us toll-free in the US at 1-800-889-9950.
Does Discovery Store sell videos of programs seen on Discovery Channel, TLC, Animal Planet and Discovery Health? (top)
Yes, Discovery Store does offer DVDs of some programs that air on our networks. However, many network programs are unavailable for purchase on DVD. If you can't find a specific program when browsing through our site or when using our search function, then we do not currently offer it online. Please let us know of your interest in a currently unavailable program by submitting a DVD request through our online customer comments form.
Are Discovery Store DVDs compatible with my DVD player? (top)
Discovery Store DVDs are in DVD-5 format and are compatible with all consumer DVD players with Region 1 encoding (US and Canada only). If you have a DVD player from another region, please refer to our list of International Partners for Videos & DVDs for titles that will be compatible with your region. If you have compatibility problems between our DVD and your DVD player, please contact our Customer Care Representatives toll-free in the US at 1-800-889-9950.
Does Discovery Store offer all the products found in the Discovery Store Catalog? (top)
Discovery Store does offer all products carried in the Discovery Store Catalog. For catalog customers, we offer a convenient Catalog Quick Order option so you can purchase quickly and easily with Discovery Store at any time of the day or night.
How do I submit a product review? (top)
If you would like to write and submit a review for one of our products, go to the desired product's detail page. At the bottom of that page, click on the "Rate this product" link. You will be taken to our Customer Comments page where you will be able to enter your feedback on that product.
Please be sure to complete all the required fields. Also, you should pay particular attention to our guidelines as we will not post inappropriate or unrelated remarks. When your review is complete, click the "Submit" button.
How do I submit a product suggestion? (top)
Please use our online email form to submit product suggestions.
How do I file an Extended Service Plan claim on a product that is damaged or broken? (top)
We no longer offer Extended Service Plans, however if you previously purchased an Extended Service Plan and your covered product fails, visit our website at repairnow.com/discovery or call 1-866-646-9617.
I purchased a Half Time Oven, what is the warranty policy? (top)
Within the first year of purchase, the Half Time Oven is covered by a one-year, parts & labor "carry-in" warranty, which means you must take the unit to an authorized service agent. To find an authorized service agent, please call the manufacturer, Apollo Worldwide, at 1-800-330-9707.
Catalog & Email (top)
How can I request a catalog? (top)
Go to our Request a Catalog page and fill in your mailing address.
How can I track the status of my catalog order? (top)
To view the status of a catalog order, visit the Order Tracking page and enter your order number and billing zip code. It's that easy!
How can I be removed from your catalog mailing list? (top)
Please submit your name and address with this online form. Please allow 2 weeks for this update to occur. You may receive an additional mailing of the catalog before your name is removed from our list.
How do I sign up for the Discovery Store Shopper email? (top)
Sign up for our free shopping email and be among the first to see new products, sales and special offers from Discovery Store.
How do I unsubscribe from the shopping email or other Discovery Channel emails? (top)
Enter your email address here to unsubscribe from the Discovery Store shopping email. If you want to manage your subscriptions to other Discovery Channel emails, visit the Discovery Subscription Center.
How can I apply for employment with Discovery Communications, LLC? (top)
Discovery is the global leader in the creation and distribution of real-world media. Our commerce division comprises Discovery Store, catalogs and licensing, and extends Discovery's television brands to consumers through a rich array of engaging, educational and entertaining products.
For more information regarding employment, please visit our Corporate Careers website.
Other (top)
How do I locate a Discovery Store near me? (top)
The Discovery Store no longer operates local retail stores. You can continue to shop our wide variety of products via our online store and catalog.
How do I submit donation requests to Discovery Store? (top)
While we sincerely appreciate the energy and enthusiasm driving so many customer fundraising efforts, Discovery Store is unable to participate in requests at this time due to our onging commitment to a select portfolio of worthwhile projects. We are currently focused on four key corporate initiatives:
-
Discovery Channel Global Education Partnership – Dedicated to bringing the invaluable gift of access to information and education to the most remote and under-served communities in the world, through training, technological resources, and high quality video programming.
-
Discovery Channel Young Scientist Challenge – This middle school science competition is helping to develop the next generation of great science communicators and explorers.
-
Proud Partner of America's National Parks – In partnership with the National Park Service and the National Park Foundation, Discovery is working to raise awareness of, and support for, America's cherished natural locations.
-
SILVERDOCS: AFI/Discovery Channel Documentary Festival – Created in partnership with the American Film Institute, this major international film festival celebrates independent filmmakers and expands the audience for documentary film.
Discovery supports these initiatives with considerable staff time, effort and funding.
How do I submit samples of products for consideration as potential Discovery Store items? (top)
Samples may be submitted to the following address:
The Discovery Store, Inc.
Samples
Attn: Merchandising Department/Product Submission
8th Floor
One Discovery Place
Silver Spring, MD 20910
For additional clarification on how to submit your products and proposals, please call 240-662-6741.
Getting Further Support (top)
E-mail
Please use our convenient online email form to submit questions to our knowledgeable Customer Care Representatives.
Phone
For customer service issues in the U.S., please call 1-800-889-9950 between 9 a.m. and 6 p.m. EST, Monday through Friday.
