We've compiled a list of our most frequently asked questions to help address any questions or concerns you might have about our products and business. Drop us an if the answer you're looking for isn't provided here.
A: Yes. Simply fill out the two fields below and click Track My Package. Further tracking information may be available on the next screen, depending on the shipping method you've chosen.
Q:Can I just order the old-fashioned way?
A: Sure. As a small company we prefer to handle orders online or through the mail. You can print out an order form to mail or fax to us by clicking here. We don't generally take orders by phone, but if this is your only option, feel free to contact us here.
Q:How does the 10% off program work?
A: If you purchase two or more DVDs, you will automatically receive 10% off all DVDs. This offer does not include sale items, books or CDs.
Q:Are your DVDs region encoded; will they play outside the USA?
A: No, we do not region encode our DVDs (actually they are encoded region 0 for all regions). This allows any player in the world access to our DVDs; but, they are recorded and encoded with the NTSC video format, and your player must be able to handle this. Many overseas players are dual-format, so this usually isn't a problem; but be sure to double check before ordering.
Q: What is your return policy?
A: We accept returns on unopened, undamaged items, minus a 15% restocking fee. For opened items, we will refund 50% of the purchase price. Please review the substantial amount of material available to preview our products to ensure that you are comfortable with what you are ordering.
If you are having a technical problem or have a damaged DVD, please contact us for a replacement. We cover the full cost of replacement for any damaged products.
Q: Is my credit card and personal information secure?
A: Absolutely. We use state of the art 128-bit encryption technology for our data capture and processing, ensuring a fully secure transaction. Some browsers will send a warning that there are secure and non-secure elements displayed on a web-page; in our case all of your sensitive data is secure, and it is merely a few of our graphics that may be causing your browser to give this error. We also do not share your personal information with anyone, for any reason, at any time.
Q: What is your e-mail privacy policy?
A: We use your e-mail address to periodically send updates about our current and upcoming products. We will never share this list with anyone for any reason.
Q: I don't have a coupon, what do I do?
A: We use the coupon system for occasional sales and for customers ordering with special circumstances. If you see the 'Enter Coupon Here' box but don't have a coupon, there's nothing to worry about. They are used in only limited circumstances, and unless you've specifically been given a coupon you're unlikely to use this.
Q: Will I have to pay a customs duty for an international order?
A: Possibly. We have had reports of customers needing to pay import duties on several occasions, but not in every case. Unfortunately we have no control over this, and cannot predict whether or how much duty you might need to pay in your own country.
Q: Why is international shipping so expensive?
A: We offer USPS Global Priority Mail and USPS Global Express Mail for our out-of-country shipments. These services are not the cheapest available, but they are generally reliable. We have lost many packages with overseas shipping, and replace them at our own cost. As a result we must do everything to ensure that these packages will arrive safely and securely. We do not charge any markup on what we pay our shipping service, so the costs offered are exactly what it costs us to provide them.
Q: What if my package arrives damaged?
A. If you notice the package is damaged upon arrival, indicate to the carrier that it is damaged and that you cannot accept it. If it has already been delivered and is damaged, contact us right away and we'll arrange for a replacement.
Q: What do I do if my DVD is skipping or freezing?
A: The first thing to do is flip the disc over and examine the underside for dirt or scratches. If you see anything unusual, clean it gently with a soft, lint-free cloth moving gently from the center hub outwards. Do NOT use a circular polishing motion, as you can further damage the DVD. If the problem persists, please try to replicate the error in another player, either a set-top or a computer DVD player. Sometimes there are slight incompatibilities between players, and one might work where another doesn't. If this doesn't solve the problem, contact us to arrange for a replacement.
Q: How does your affiliate program work?
A: When you become an affiliate with Pranamaya, you enter into a small business partnership with us. The idea is for you to promote Pranamaya products on your own website using graphic banners we provide, or your own graphics or blog entries. These graphics can be generic for all Pranamaya products, or feature specific teachers from our library; for example:
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You will be supplied with customized web links that must be embedded with these graphics, for example:
You must associate these hypertext links (that you will receive on your personalized Affiliate Resources page) with any graphic or text that you use to link your site to ours. The link will direct the user either to our homepage, a teacher's main page or a specific product page, depending on the link you've chosen. If your customer completes the purchase on our site, your account will be credited automatically. It is important that you or your webmaster is comfortable with these basic linking techniques in order for this program to work correctly.
Payouts are made quarterly by your prefered method. If your account balance is below $30, the amount will roll over into the next quarter until the minimum payout is reached.
Click here to return to the Affiliate Account Application.
Troubleshooting
If you've reached this portion of the page, you more than likely have experienced a problem trying to order a DVD from our secure online store. There are rare cases of the store server having an error, or the credit card processing server being down; there are also times when customers have problems with the interface of the store itself. In either case, we've compiled some information here that should help you get through any problem you're having. Just below you'll find answers to frequently encounters issues, and a tutorial for navigating through the online store. And if the information on this page does not solve your problem, pleasesend us an and we will respond promptly with further assistance.
Credit Card Errors
The most common problem that people report is having their credit card rejected. This is usually due to either incorrectly entered billing information (this is displayed on screen titled 'Fraud'), or insufficient funds in the account (this is displayed on screen as 'Declined'). In almost every single case of credit card error we've seen, the problem has been one of these two things. If you've received the 'Fraud' error, then please go back and double check the account information very carefully; any typo in the billing address or your name (which must match the name on the card) can cause a problem. If you've received the 'Declined' error, then you should contact your bank for further information about your account balance.
CVM Code
This security code is on the back side of your credit card, and is often found overlapping the signature strip. You want only the last 3 or 4 digits on the right hand side (3 or 4 depending on where the spaces in the number set are); in the sample below, the CVM code is 789. This code is specifically used as fraud protection, especially for internet transactions. We've had people mistakenly tell us that this number should not be given out for any circumstances, and that it is as personal as a Social Security Number. Rest assured that this is not the case, and it offers you additional security. Please contact your credit card company if you have any further questions or doubts about this number.
Shipping Problems
We use a fulfillment service to complete our shipping and handling, and the U.S. Postal Service for the great majority of our deliveries. While both of these companies provide us with excellent, reliable service, there are occasional problems with the packaging and shipping of DVDs. If your package arrived with a the incorrect title or number of DVDs, or if your package was damaged in transit, please let us know right away and we'll work quickly to correct the mistake. Click here to send us an ; this tends to be the fastest method of finding us, as it can reach us anywhere in the world. Alternately you can contact us via FAX or telephone by visiting our Contact page, though it may take us a bit longer to respond in this manner. Please include your original order number and the best way to contact you; this information is very important to help us solve your problem.
Purchasing From our Online Store
When you click on the 'Buy Now' button either on our main page or from one of the specific DVD pages, you're adding a copy of that DVD to the shopping basket. At that point you'll be taken to the Basket screen with a summary of what you've put in the cart so far. It looks like this:
Here you can change the quantity of DVDs you'd like, or remove any item from your basket entirely. If you'd like to select additional DVDs, simply click on the Continue Shopping button and repeat the process until you have all your items selected; if you're ready to finish your purchase, click on the Proceed with Checkout button.
The first step in checking out is to fill in the Customer Information Screen.
It looks like this:
Please fill in all the details, paying particular attention to the shipping and billing addresses, plus your e-mail address. If you are living outside the USA, please make sure to fill in something for the 'Other State/Province' field, even if you simply enter the name of your city a second time. If you accidentally leave something blank, the system will warn you that there is missing information and indicate the area in bold red type. When you are finished, click the Proceed with Checkout button.
The next screen is the Shipping/Payment Screen, and it looks like this:
Please select the type of shipping you'd like, and which credit card you intend to pay with. If you are taking advantage of one our our combination offers and have a coupon code, this is the screen to enter it. When finished, click on the Proceed with Checkout button.
Next is the Payment Details Screen, and it looks like this:
Please enter your credit card details, including the 3 or 4 digit CVM code (click here for details if you're unfamiliar with this). Next take a moment to let us know how you heard about us, double check all your order details, and finally click on the Proceed with Checkout button.
Invoice
The last step will show your final processed invoice. We suggest you save or print this out for your records. An e-mail version of this will also be sent to the e-mail address you supplied in your personal information.
If instead of this page you received an error message about your card being rejected, see the note above about credit card problems for more information.
We hope this page was helpful for you and solved any problems you might be having. If it did not answer your questions, we'd be happy to do so; just contact usand let us know what is going on so we can help.
