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Creative Catalyst Productions - FAQ's

FAQ's

FOR MORE INFORMATION AND QUESTIONS/ANSWERS REGARDING VIDEO DOWNLOADS (VDLs), CLICK HERE 

Other Frequently Asked Questions

Orders
Can I order WITHOUT logging in?
What forms of payment do you accept?
Can I mail in an order using a check/money order/credit card?
Can you invoice me?
How do I place an order for DVDs, books or art supplies?
What is a Pre-Order Special?

Technical Support

Most common questions posed to our tech support team.
My computer reports that my DVD is a blank disc.
My computer asks me to reset my DVD region code when I insert my DVD.
I'm having trouble playing previews or video clips on the Creative Catalyst website.
I can't find the Class Handouts on my Ann Baldwin DVD.
I can't find the Printouts on my DVD.
I can't play my DVD on my computer.
I can't play my DVD on my set-top DVD player.

Shipping/Shipping Days
What is the cost of shipping and handling?
What forms of shipping do you offer?
Do you ship internationally?
How long does it take to receive my international package?
Why is shipping so expensive - is it more than other places?

My Account
How do I register/re-register?
I can't remember my password?

Miscellaneous
Are your DVDs compatible in other parts of the world?
Can the DVDs be played in a DVD player or only on the computer?
Do you sell used DVDs?
Privacy Policy
Return Policy
What if I receive a DVD and just don't like the content?
Do you sell wholesale?

Orders

Can I order WITHOUT logging in?
YES!  Simply click on checkout and proceed ... if you have an account and with to use it, you can click on to the right of where you enter your email address. .

What forms of payment do you accept?
We accept Visa, MasterCard, American Express, Discover and PayPal for online and mail in orders. For domestic mail in orders, we also accept personal checks, cashier checks and money orders. We no longer accept personal checks for international orders … only cashier checks. The charge on your credit card statement will show as "Creative Catalyst Productions."

Can we mail in an order?
Yes, we accept mailed in orders. To mail in an order, please mail to Creative Catalyst Productions, PO Box 767, Albany, OR 97321 US ... make sure to included shipping charges.

Can I mail in an order using a check/money order/credit card?
Yes, we accept checks (domestic only), money orders, cashier checks and credit cards for mail in orders. We can no longer accept checks for international mail in orders, only cashier checks or credit cards. Mail in your order to Creative Catalyst Productions, PO Box 767, Albany, OR 97321 US.

Can you invoice me?
No, we are not set up to invoice customers … all orders must be prepaid prior to shipping.

How do I place an order for DVDs, books or art supplies?

Add item(s) to your cart (you will find your SHOPPING CART under our header).  When ready to check out, click on your SHOPPING CART.

Add special instruction on the first checkout page or update your cart.  If you wish to continue shopping, you can click on DVD catalog or any other category.

If you have a login*, you can enter it here  by clicking on ""... or check out as a guest. 

Enter your billing information ... if shipping to a different address, uncheck “Ship items to the above billing address” under the Phone Number.  Once complete, click continue to next step.

If you have a coupon code, enter it on the next page (make sure to click APPLY after you enter the code).

Enter your payment information and click “Complete My Purchase”.  You will get a confirmation stating “Your Order ID is: XXXX, and an email receipt containing information about your order will soon follow. Please keep it for your records.”

If your order did not process, check to see if something was not filled in correctly or that your credit card information was incorrect. I you need assistance, please send an email to Susan@ccpvideos.com.

What is a Pre-Order Special?
”Buy it First - Get it first – and Save Some Money”

When we send one our new releases to the duplicator, receive and approve the final check disc, we know we have a week or two until our new production arrives in our warehouse. To celebrate, we offer our customers a Pre-Order savings of $5.00 off retail (does not include S/H) if they Pre-Order and pay for the product in advance.

Due to the ever increasing cost of USPS postage and UPS charges, if your order includes in-stock items (not on Pre-Order), we can no longer ship the in stock items separately without charging additional shipping/handling charges.

If you do decide that you want to order in-stock item(s) shipped before the Pre-Order item is available, please place a separate order.

Technical Support


My computer reports that my DVD is a blank disc.
In very rare cases (fewer than 1 in 1000), our DVD duplicator accidentally ships a blank DVD in a batch of duplicated DVDs. If your computer reports that your DVD is a blank disc or a blank DVD-R, please contact susan@ccpvideos.com, and we will send you a replacement disc immediately.

My computer asks me to reset my DVD region code when I insert my DVD.
Many DVDs have region codes that restrict playback to certain regions of the world. All Creative Catalyst DVDs are coded for all regions, so you can play back your DVD no matter where you live in the world.

If your computer asks you to reset your DVD region code when you insert your Creative Catalyst DVD, first determine whether you have ever set your region code before. If you have a new computer, and you've never played a DVD before, it's possible that your computer did not have a region code set when it shipped from the factory. If your Creative Catalyst DVD is the first DVD you've played in the computer, set the region code for the region where you live, and the problem should be resolved.

If you've played DVDs in your computer before or you're sure that you've previously set the region code, your computer may be having a problem recognizing your Creative Catalyst DVD. In that case, we recommend that you play the DVD back through a free program called VLC, which plays DVDs from any region. VLC is free and safe to download and install on your computer.

To download VLC, go to http://www.videolan.org/ and click on the Download VLC link. This will download the appropriate version of VLC for your computer. Once you've downloaded VLC, double-click on the file to install VLC.

Once you've installed VLC, insert your Creative Catalyst DVD, and run VLC. In the drop-down menus at the top of the VLC window, choose Media>Open Disc or File>Open Disc and then click on Play. Your DVD will play.

I'm having trouble playing previews or video clips on the Creative Catalyst website.
If you're having trouble playing previews or other video clips on the Creative Catalyst website, you may need to update or troubleshoot your web browser and plug-ins. Playing videos on the Creative Catalyst website requires the Adobe Flash Player plug-in or a web browser like Safari or Google Chrome that supports the most current web standards.

Normally it's possible to fix playback problems by installing the current version of Adobe Flash Player and the latest update for your web browser. You can download the latest version of Flash Player at http://get.adobe.com/flashplayer.

If updating Flash Player and your browser doesn't help, you may also be able to improve playback by clearing your browser cache. This page explains how to clear the cache in most common web browsers: http://kb.iu.edu/data/ahic.html.
If you still can't play videos on our site after updating and clearing your cache, please try playing some videos on http://vimeo.com and see if you experience the same playback problems. Almost all the free video available on our website runs through Vimeo, and if you have the same problems on vimeo.com, that indicates that your computer is having trouble playing back video, and you'll need to resolve problems with your web browser or the Adobe Flash Player plug-in.

If you cannot resolve playback problems on the Creative Catalyst website, you can watch our previews and many other videos on our YouTube channel at http://www.youtube.com/user/CreativeCatalystTV.

I can't find the Class Handouts on my Ann Baldwin DVD.
To find the Class Handouts on the Ann Baldwin Telling Stories with Collage & Paint DVD, you must insert the DVD in a computer with a DVD-ROM drive. You cannot access or print the Class Handouts directly from your DVD player software. You must open the DVD as a folder. To open the DVD as a folder, follow these instructions.

When you insert your Ann Baldwin DVD in your computer, your DVD player software may run automatically. If it does, quit the DVD player program. After that, the instructions vary depending on whether you're using a Windows PC or a Mac.

? ON A WINDOWS PC: Open "My Computer" and find the DVD icon. Right click on the icon and choose "Open." Look in the "Class Handouts" folder to see the files.

? ON A MAC: Go to your desktop and find the DVD icon. Double click on the icon. Look in the "Class Handouts" folder to see the files.

I can't find the Printouts on my DVD.
To find the printouts on a Creative Catalyst DVD, you must insert the DVD in a computer with a DVD-ROM drive. You cannot access or print the Printouts directly from your DVD player software. You must open the DVD as a folder. To open the DVD as a folder, follow these instructions.

When you insert your Creative Catalyst DVD in your computer, your DVD player software may run automatically. If it does, quit the DVD player program. After that, the instructions vary depending on whether you're using a Windows PC or a Mac.

  •  ON A WINDOWS PC: Open "My Computer" and find the DVD icon. Right click on the icon and choose "Open." Look in the "Printouts" folder to see the files.

 

  • ON A MAC: Go to your desktop and find the DVD icon. Double click on the icon. Look in the "Printouts" folder to see the files.


I can't play my DVD on my computer.

If your DVD will not play back in your computer, it's possible that your computer has a software conflict that prevents it from playing certain DVDs It's fairly common for Windows PCs to have trouble playing back DVDs, especially when more than one DVD player program is installed (for example, if Real Player and PowerDVD are installed). The programs interfere with each other and prevent certain discs from playing back.

It's normally easy to fix this problem with a free piece of software called VLC. VLC is free and safe to download and install on your computer.

To download VLC, go to http://www.videolan.org/ and click on the Download VLC link. This will download the appropriate version of VLC for your computer. Once you've downloaded VLC, double-click on the file to install VLC.

Once you've installed VLC, insert your Creative Catalyst DVD, and run VLC. In the drop-down menus at the top of the VLC window, choose Media>Open Disc or File>Open Disc and then click on Play. Your DVD will play.

If you are unable to play your DVD with VLC, please test the disc on another computer or on a set-top DVD player attached to a TV. If the DVD refuses to play back in any of these places, please contact customer service, and we will help you resolve the issue.

I can't play my DVD on my set-top DVD player.
If you're having a problem playing your Creative Catalyst DVD in a set-top DVD player attached to a TV, you will need to determine whether the problem originates from the disc or from the DVD player. The easiest way to determine where the problem originates is to try playing the disc in another set-top DVD player or in a computer.

If the disc plays in the other DVD player or in the computer, there may be a problem with your DVD player setup, or your Creative Catalyst DVD may be dirty.

If the DVD is dirty, clean the bottom of the disc with a web cotton swab and dry it carefully with a soft cloth. Try playing the disc in your set-top DVD player.

If cleaning the disc does not resolve the problem, try playing a DVD other than your Creative Catalyst DVD in the same set-top DVD player. If you still have problems with playback, you will need to resolve a problem with your DVD player setup. If the DVD plays back on your set-top DVD player in black and white or with no sound, check to make sure all the cables that run from your DVD player to your DVD are secure and plugged into the correct jacks. Also check your TV to make sure you've selected the correct input to display playback from the DVD player.

If your DVD refuses to load or play at all in your set-top DVD player but does play in another DVD player or a computer, you may be experiencing a DVD compatibility problem. In rare instances, certain DVD player models will refuse to play back certain discs, even if these DVD players are capable of successfully playing many other discs. In this case, replacing your Creative Catalyst DVD with a new copy will not resolve the problem. If you are experiencing a compatibility problem, please contact customer support to resolve the issue.

SHIPPING
All orders are shipped Monday, Wednesday & Friday, excluding government holidays, Thanksgiving weekend and Christmas week.  We may also close the office a couple times a year so that our employees can take a much needed vacation (which we will announce in the newsletter, if we do close).  Also, if your order includes a back order item, this may delay the shipping date.
What is the cost of shipping and handling?
Shipping Costs
Shipping costs are based on weight and then a handling fee is added. When placing an order online, it will give you your shipping options and cost before you actually enter your payment information … at this point you can cancel or continue.  Please send an e-mail to Orders@ccpvideos.com for mail in order rates or they can be obtained from our site. 

Handling Expenses
We know it is frustrating to pay handling charges and we do our best to minimize these. However, Creative Catalyst believes you deserve quality at every level, including shipping and customer service.

Some companies outsource their shipping and keep you waiting for days/weeks before your order is shipped. Some use cheap packaging so more products are damaged in transit. Some don't have a real person that will respond quickly go to answer customer questions and concerns. We have our own voice message center where you can leave a short or long message 24 hours a day, where some send your phone call to call centers outside the US.

We will continue to provide the highest quality products and customer service possible. And, while a company of our size cannot cover all of it, we will continue to absorb as much of the handling and customer service burden as we can.

Here is what you get for your handling charge.
Orders are shipped Monday, Wednesday & Friday (on nearly all orders placed before 4:00 Pacific Standard Time, excluding holidays and office closures).
Customized cardboard packaging to protect your shipment.
Efficient and smart shipping staff that packages and reviews each order and ships it with thoroughness (we are human, so if we make a mistake let us know immediately at Orders@ccpvideos.com.)
Tracking on all domestic packages (tracking not available on international shipments)
One handling charge per order.

What forms of shipping do you offer?
For domestic shipping, we use US Postal Service: First Class Parcel, Priority Mail, Express Mail, and Media Mail. Media Mail is less expensive when you order 3 or more DVDs, but it is not the quickest form of shipping ... allow 7-10+ days for Media Mail delivery (not recommended for Hawaii or Alaska).

We also offer UPS: Ground, 3 Day Select, 2nd Day Air, and Next Day Air Saver.

For international shipping we use US Postal Service: First Class Mail International and Priority Mail International.

Do you ship internationally?
Yes, we ship worldwide and have customers from almost every corner of our planet.

INTERNATIONAL BUYERS PLEASE NOTE:  Some international locations may impose customs fees on your purchase.  Unfortunately, we do not know how much, if any, fees will be incurred ... we just know that some have incurred additional fees. Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility.  Please check with your country's customs office to determine what these additional costs will be prior to bidding or buying.

How long does it take to receive my international package?
We recommend allowing 14 business days from the ship date. It may take longer due to customs (which may impose additional fees).  We ship from Oregon, US and the 14 days is recommended for all countries, including our Canadian neighbors. Please note, we ship the majority of our international packages via First Class Air Parcel and this method does not provide tracking capability. Some international locations have been known to take longer than 14 business days ... so if you have not received your order within the 14 business days, please contact us immediately at Orders@ccpvideos.com.

Why is shipping so expensive - is it more than other places?
We are as competitive as we possibly can be!  UPDATE:  October 2014 - Over the last few months we have made some changes and improvements in our shipping system. The new system is less expensive and more efficient! Now that the system is up and running, we are passing the savings to you. We have reduced the handling fee, therefore, you will see a decrease in the shipping and handling charges. Enjoy and thank you for your continued support.
We do offer something most companies don't … we ship our orders on Monday, Wednesday & Friday (with the exception of orders received after 4:00 pm, Holidays, Weekends and pre-order/backordered items, and office closures). You will not have to wait for weeks to have your order shipped.

Account


How do I register?
You can register or create a new login/account by going to http://ccpvideos.com/account/register or click on the Create New Account, which can be found on the left side of our webpage under Your Account.  If you have already registered and you try to register with your email again, the system will let you know that the email is already used. If you do not remember your password, you can use the 'lost password' button to have a new password sent to the email address in your account.

I can't remember my password?
If you do not remember your password, you can use the "Forgot Your Password?" link on the Login page to have a new password sent to your email address. Simply click on the "Login to Your Account" link at the top / left column of the website, click on Lost Password and enter your email address.  NOTE:  If you do not have an account, you will not receive an email with a new password ... so if you do not receive an email within a few minutes (check your spam/junk folder too), then you most likely do not have an account.  You can register/re-register (instruction above).

 

Miscellaneous


Are your DVDs compatible in other parts of the world?
Yes, our DVDs are compatible worldwide. We have customers from almost every corner of the world and no compatibility issues have been reported.

Can the DVDs be played in a DVD player or only on the computer?
Both! Creative Catalyst produced DVDs can be played either on a computer (with the DVD/CD drive) or in a DVD player. Occasionally there will be print outs included on the DVD. To access the printouts, you will need a computer with a DVD/CD drive, but you can watch the main video media through both a DVD player or a computer.

Do you sell used DVDs?
No. All DVDs/products sold by Creative Catalyst are new, unused DVDs. 95% are shrink-wrapped. Some titles, produced by other production companies, come to us new but not shrink-wrapped. We ship these out in the same, new condition as they are received by us.

PRIVACY POLICY

We respect your right to privacy and will not sell, trade, give or rent any personally identifiable information obtained from you to a third party.

RETURN POLICY
We at Creative Catalyst Productions take pride in the products we offer. We want our customers to be completely satisfied with each purchase, therefore, we have posted images, descriptions and reviews for each DVD to assist in decision making. We have also included previews of all CCP produced titles, and those produced by other production companies, so that our customers can get a glimpse of what is in each DVD before they make a purchase. In addition, all DVDs we carry are professionally duplicated and/or replicated to the highest quality specifications. We ship all products in new condition, exactly as they were received by us from our duplicator or other production companies.

Creative Catalyst will always replace any factory defective DVD free of charge within 30 days of purchase. Contact Susan@ccpvideos.com for instruction before returning any defective DVD. We will also replace any damaged product (caused by shipping) free of charge … we must be notified immediately of any damaged product. Again, contact Susan@ccpvideos.com for instruction on replacements. We are not responsible for replacing any DVD damaged due to misuse.

What if I receive a DVD and just don't like the content?

All sales are final. Unfortunately, we do not take returns if you are unsatisfied with the content. We have taken every step we can to provide as much information as needed for you to make an informed decision. We can consider an exchange ... please contact Susan@ccpvideos.com for further assistance.


Wholesaling

Yes, we do offer our products at wholesale prices for retailers that qualify. Wholesale if 50% off retail, plus shipping. We do not require a minimum order, however, we do require that the first order be paid in advance.  Wholesalers will need to be per-approved prior to their first order.  Please an email to Susan@ccpvideos.com for additional information .