GameGuys Help

• Save time
• Save money
• Convenience

What's the catch?

There isn't one!
We offer a consistent affordable online service.



How do I join Gameguys?

Click on the 'Join Now' button at the top of this page on your right. Follow the on-screen instructions. You must be an Australian resident and at least 18 years of age and a credit card holder in order to join Movieguys. You can order your DVD’s from anywhere at anytime.

How much will I pay?

You will be charged in accordance with the Rental Plan you select.
Postage is Free in both directions^ and all prices are inclusive of GST.
You can cancel your membership at any time.

When does My Subscription Start?

Your Initial Subscription period will commence from the day we send you your first  Game.

How do I make payments?

Gameguys accepts credit cards from both Visa and Mastercard.

Is my payment secure?

We understand that the security of payment details entered online is a concern for most people. As an online business our livelihood depends on it. So we take it extremely seriously. Firstly, we are using the latest 128-bit SSL certificates from GoDaddy to encrypt your details before they are sent down the wire. No one can read those details except us. Secondly, our computers here are protected by state-of-the-art hardware and software firewalls. Lastly, your details are encrypted again before being stored here at Movieguys. So even in the worst possible imagined scenario of a robbery at our business site your details would still be completely safe, only the directors of the company have the keys to unlock that information.

So you can rest easy, your personal and payment details are secure. You can verify that you are on Movieguys site at any time by clicking on the GoDaddy seal displayed on a page.

"Web-based transactions are in many cases, safer than those that take place over the phone or even with bricks-and-mortar retailers."

When will funds be debited each month?

Each month your credit card will be debited on the same day of the month that you joined and if that's not possible it will be debited on the next working day of the month.

How long does it take to get my games?

Providing Games in you rental queue are available we typically receive and/or send out your games within 24 hrs, Mon - Fri. Customers in metropolitan areas of Brisbane could return a Game on Monday and expect the next available movie in their queue to arrive on Wednesday. If you lived in say, a metropolitan area of Sydney, and returned a Game on Monday you could expect the next available Game in your queue to arrive on Thursday.

How do you send the DVDs or Games to me?

Games are sent via Australia post every weekday in protective packaging.

How do I return the Games?

The cardboard envelope that the Game arrived in has a reply paid mailer. Simply pop the Game into the cardboard envelope, and post it back to us. It is very important that you return the  game in its protective cardboard case inside the envelope as it protects the disc from damage.

Are there any due dates or late fees?

There are NO due dates, late fees or extra hire charges. Keep the DVD’s or games for as long as you like.

You don't appear to have the particular Game I'm after. Can I request it?

Yes, we welcome your requests, as we can add to our ever expanding choice of  games with what you want to play. We may not be able to get everything...yet. But we will try.

How do I look after the Discs?

• To avoid fingerprints and scratches please handle the DVD by the edge only.
• When not viewing the DVD keep it in its protective sleeve at all times.
• Do not leave the DVD in direct sunlight, near a heating unit or in an unventilated car.

How do I clean a Game?

• To clean the DVD use a soft clean cloth to wipe both sides of the Disc as needed. Wipe the Disc in a straight line from the centre to the outside edge. Never use a circular motion or rub the Disc.
• Do not use any abrasive, solvent or cleaning solutions. Chemical based cleaners will damage the Disc.
• Make certain the Disc is sitting correctly in the player's tray before closing it.

Can I buy games from Gameguys?

Yes you can purchase Used games from our for sale page. Click HERE to take a look.

Why do you need my email address?

We require your email address as we use it as our principal means of communicating with you. We will not sell or disclose your email to anyone. See our privacy policy for details.

Using Gameguys

How do I find a specific  game?

Simply type the title name in the search box located above the "Genre" selections available on most pages and click on the "GO" button. If you can't find the game try entering the title without the word "The" or "A" at the start of the title.
How do I change the order of  games displayed?

Simply click on the games buttons above then select the Categories you want to look under the green Caterory button in the sub search area.


How do I select my Games to rent?

Browse the site and click on “Add to request List” button to add a game to your rental queue. We recommend you have a selection of 15+ games in your queue at all times to ensure you always have games at home to play.

In what order will I receive my Games?

Due to fluctuations in supply and demand we cannot guarantee that you will receive your games in the order they appear in your queue.
When we send a game out to you we send the first available game listed in your queue, starting of course with position #1 and working our way down.

How do I change the order of Games in my rental queue?

Simply change the number next to your choice. Any game below your chosen number will be move down one spot. 



Account

How do I update my account and personal details?

Click on Account Details under My Account to the left side of the page.

What happens if I go on holidays?

You can Suspend and restart your membership at any time by clicking "Suspend Membership" on the account details page. As soon as all discs you have out are received back by us your account will enter a suspension state and billing will not occur until you re activate your account. A Credit is applied to your membership for any days remaining in your months subscription upon entering the Suspended state. This Credit is applied if needed when Re Activating your account when you come back. If all discs are not received back within 7 days your account will remain active and normal billing will occur.

How do I cancel my membership?

You can cancel your membership at any time.
We hope you never do but if you decide to, we’d really appreciate your feedback on why you are cancelling so we can improve our service. Click "cancel membership" under account plan on the account details page. Please note that we operate on a monthly billing cycle and we do not refund part of a month's payment if it has already been made. All games in your possession must be received back by us within 7 days of your cancellation.

Problems

I lost the reply paid return envelope. What should I do?

When you are ready to return the Disc, buy a C5 envelope from the post office if necessary and place the DVD is in its protective sleeve inside the envelope and address it to:
PO Box 859
Buddina 
QLD 4575

My Game  has not arrived. What should I do?

Please allow at least one week for your Discs to arrive. If after a week it still hasn’t arrived please contact customer service. We will investigate further.

My game is not playable. What should I do?

Your disc is dirty or damaged.
Please see our How do I clean a Game? section for instructions on how to clean the Disc.

I can't find one of my games. What's going to happen?

Keep looking! Remember, we don't charge any late fees, so it's no drama if you can't find it right this minute. If you really can't find it and want to continue receiving your full quota of games please contact us via e-mail.
You will be charged the recommended retail price of the game to replace it.

I broke a Game. What's going to happen?

You will be charged the recommended retail price of the game to replace it.

I returned a Game but you haven't credited me for doing so. What should I do?

Please allow at least 5 working days for the disc to reach us and its return to be acknowledged. If sufficient time has passed and it still hasn't, please contact us via e-mail. It may be that the Game was lost in the post which does happen on very rare occasions. We understand that this can happen from time to time through no fault of the customer. However, Australia Post is *very* reliable and if an abnormal number of discs go missing you may be charged the recommended retail price to replace them, pending further investigation.


If you have any other questions please contact us on customerservice@movieguys.com.au