For a more comprehensive index of inquiries, please see the Official TromaDirect FAQ’s.
Q: I placed an order on TromaDirect and:
a) it has not arrived yet.
b) the wrong movies were shipped.
c) some of the movies were missing.
d) some of the movies were defective.
A: We here at Troma pride ourselves in the efficient manner our shipping department handles orders. However, from time to time, mistakes can be made. If for whatever reason there is a problem with an order you placed, e-mail our Customer Service Department. Include in your letter the question along with your name, address, telephone number and e-mail address as you entered them on your order. We also must know the exact date of your original order. Saying you placed the order “sometime in the end of May” will not help because we get thousands of e-mail’s, including orders, every week.
Q: I read on another website there was a sale on TromaDirect, but when I went to order the movies they were priced more than what I was told.
A: Many websites that promote sales on the web announce our sales. They post once but do not always take down the announcement. It is always a good idea to double check the prices before you order.
Q: How soon after placing an order can I cancel it?
A: The majority of our orders ship the next business day after we receive payment. If for whatever reason you wish to cancel your order, you must do so immediately. We do not accept returned packages and/or merchandise.
Q: I ordered some movies from TromaDirect and now I got a letter from our customs office that there is no invoice in the package and I need one in order to get my package.
A: This is a common problem for our customers who live overseas, especially in Europe. What we suggest doing is when you fill out the order form, print it out. This can serve as your invoice.
Q: I don’t own a credit card. Can I order with check or money order?
A: TromaDirect accepts PayPal only. We DO NOT accept credit cards directly, checks or money orders.
