Support

Welcome to Cineplex Store Support

01

Can't find the answer to your questions?

Send us an e-mail at: guestservices@cineplex.com

Give us a call at: 1-800-333-0061 from:

  • 9am to 12am EST on weekdays.
  • 10am to 12am EST on weekends.

02

How do I place an order?

It is easy to make a purchase at the Cineplex store. You do not need to create an account to make a purchase. Please note that we can only accept orders online. We cannot accept orders by telephone, fax, or e-mail.

03

How do I add items to a shopping cart?

Simply browse through the store. When you find an item you would like, click the Add to Shopping Cart or Pre-order today buttons on the right side of the product detail page. Use the cart's top navigation bar or the "Continue shopping" button to keep searching or browsing until your cart contains all the items you want to order. You can access the contents of your Shopping Cart at any time by clicking the Shopping Cart icon at the top of every page of the store. Please note if you sign in using your mycineplex account and decide to quit shopping after placing items in your shopping cart, the store will save these items in your cart until your next visit. You can remove any items previously saved in your shopping cart.

04

How do I finish placing an order?

Once you have completed your payment information, you will be taken to the review order page. Here you will be able to review all of the selected items. You can remove any item or change quantities of the selected items. The product(s) cost, taxes, SCENE points earned, if applicable, and shipping fees will automatically update for you. If you still want to continue to shop, you can go back to any page of the site and the order confirmation page will keep all of your information.

05

I have selected all of my items and I want to complete my purchase. How do I pay?

You can complete your purchase by using a credit card, Cineplex Gift Card, redeeming SCENE points, or any combination of these methods.

Once you are satisfied with the products in your cart, you will proceed to check out. Next you will be taken to the Shipping address page where you will be asked to complete the shipping destination address. You will then be taken to the Payment Information page where you will be asked to give us just enough information to complete your purchase.

If you choose to redeem SCENE points, you will need a minimum of 1000 available points in your SCENE account. To redeem SCENE points towards all or part of your purchase simply enter your SCENE card number as it appears on your membership card. Note - If you are a SCENE member, you are eligible to earn points on every purchase. Simply enter your SCENE card in the space provided on the Review Order page.

If you choose to pay for all or part of your purchase with a Cineplex Gift Card you will need to enter your gift card number and PIN located on the back side of your card.

If you choose to pay for all or part of your purchase with a credit you will need to give us your billing information which will include your first and last name and your e-mail address. You will also be asked which credit card you wish to use for the purchase. Once you select the credit card type, you will need to enter the billing address for the card as it appears on your monthly statement. Finally you will be asked to enter the expiry date and the CVV 3-digit code on the back side of your card.

06

How do I know my order went through?

When you have successfully completed your order you will receive a Thank You page. This page will include your order confirmation number. You will be asked to print the page for your records.

Within 1 business day, you will receive a confirmation email to the e-mail address you used while completing your order. Your confirmation email will include a summary of the items purchased, status of the items including any items that you have pre-ordered or may be on back order. Under Payment Summary you will also see an outline of all applicable ayment methods used towards the purchase of your order including SCENE points earned and/or redeemed , gift card value applied and any credit card payment information including taxes and shipping. You will also receive an estimate for number for days for in stock items to arrive.

07

What shipping options are available and how long will it usually take?

The Cineplex store uses Canada Post to ship all products. Depending on the number of items in your order, you will either receive your order via Regular Mail or Xpress Post. This is determined for you at the time you order. Most items will arrive within 3-5 business days after they have been shipped and most in stock items are shipped within 1 business day from the time they were ordered. Shipping times can vary depending on such factors as remote locations, distance and weather conditions.

 

08

Will I know if my order did not go through successfully?

Yes, you will receive a message on the final page of your order. It may list one or more reasons why your order may not have been completed successfully. If your order failed, your credit card will not be charged. Only successfully completed orders are eligible to earn SCENE points.

09

I didn't notice if the version of the product in the store has all of the extra's I am looking for?

The only information we can confirm about a particular item is what we display on the product detail page for that item. If you don't find the information there, you may find more information by posting your question to an internet discussion board or other online discussion community.

10

Can I return a product that was not purchased by me, such as a gift?

No. Returns, and exchanges can only be applied to the credit card, Cineplex gift card or SCENE card used when the product was originally purchased.

11

Is your site secure?

The personal and credit card information collected when placing an online order is secured using Secure Socket Layers ("SSL") encryption technology. We use this SSL technology to prevent such information from being intercepted.

12

Y a-t-il un magasin français? / Is there a French store?

Merci d'avoir visité le magasin cineplex.com. Nous sommes heureux d'annoncer que nous lancerons le magasin français bientôt. Nous apprécions votre patience alors que nous avons à coeur de vous offrir la meilleure expérience de magasinage.

Thank you for visiting the cineplex.com store. We are pleased to announce that we will be launching our French store soon. We appreciate your patience as we ensure you receive the best shopping experience. 

13

What is Pre-order?

The Cineplex store is pleased to enhance your shopping experience with the ability to pre-order DVD's and Blu-ray's before they are released. You can quickly locate pre-order items by browsing through the Coming Soon section of the store which is located on the left side of the home page. Click on the 'more coming soon' link to see a complete list of movies available for pre-order. You can now pre-order your favourite movies before they have been released. Please note that all Pre-order items will indicate the expected release date.

14

How do I Pre-order a DVD or Blu-ray?

Once you have found the movie you wish to pre-order, simply click on the 'Pre-order today' button. The item will be added to your shopping cart and you will continue checking out. You can complete your purchase by using a credit card, Cineplex Gift Card, redeeming SCENE points, or any combination of these methods. If you choose to redeem SCENE points, they will be deducted from your SCENE account immediately. If you choose to use a Cineplex gift card, the value will be deducted immediately from your gift card balance. If you choose to purchase all or part of your pre-order using a credit card, you will not be charged until your pre-order item is ready to be shipped, usually within 3-5 business days from the release date.