Customer Service FAQs

If your question is not answered here, please contact us.

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Q. What is your guarantee policy?

CUSTOMER SATISFACTION GUARANTEE: We do everything we can to assist you in making an informed choice about what you are purchasing, including detailed product descriptions and free preview clips on our website. If for some reason we did not meet your expectations, return the product within 30 days of purchase and we will refund the purchase price (not including shipping) to the credit card used to purchase the product. Shipping costs are not refundable. Sets are sold as they are advertised. We cannot substitute volumes in sets or accept partial returns of sets.

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Q. How can I exchange or return a DVD?

  • We accept unopened/unused product for exchange within 60 days from order date.
  • We cannot do exchanges on partial sets. All products from the set must be included.
  • We do not refund shipping costs.
  • For gift exchanges, contact us for the original order number.
  • Send your products back per the directions below.

Carefully package the product and include a letter with the following:

  • Name
  • Address
  • Phone number
  • Email address
  • Order number (If the item was a gift, provide the name and order number of the person who purchased the item)
  • Item name or description
  • Reason for return or exchange and the action requested
  • A check for shipping the exchanged items back to you
    Include $3 for 1-2 DVDs, plus $1 for additional for each DVD

Return your package to:

Two Little Hands Productions
ATTN: Returns/Exchanges
870 E. North Union Ave.
Midvale, UT 84047

You are responsible to ensure your package arrives to us safely. We recommend using a courier service such as FedEx or UPS, so you may track and insure your package. If you send it, but it doesn’t arrive to us we cannot help you.

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Q. My DVD does not work. Will you replace it?

We will replace any product that exhibits a manufacturer’s defect within 90 days of your order date. Manufacturing defects are very rare, and are often confused with “compatibility issues” or simple disc damage. There are a number of reasons why a DVD won’t play correctly.

Older DVD players may not play recently-produced DVDs correctly. When a problem of this nature surfaces, it is called a compatibility issue. Some examples of compatibility issues or damage are as follows:

  • Skipping
  • Audio being out of sync
  • Pixellating (image breaks up into tiny squares)
  • Freezing
  • Disc ending abruptly in the middle of the show
  • Disc not playing at all

Here’s how to determine the difference between a disc/player compatibility issue and a manufacturer’s defect:

A manufacturer’s defect is apparent the very first time you view the disc. If a problem develops later on, it is most likely because the disc has gotten scratched, dirty, or has become damaged. If this is the case, or if it has been more than 90 days from your order date, please see our replacement program for details.

A manufacturer’s defect will manifest in the exact same place no matter what kind of DVD player it is played in. Please try your disc in more than one kind of DVD player before contacting us.

If your disc exhibits a major problem, such as the entire show being out of sync, this is a problem with your player that can usually be remedied by stopping the show and pressing play again. Often this happens if you use your remote to skip chapters. You may have to eject the disc, and use the scene selection menu rather than skipping forward or backward.

If you have tried all this and are still convinced that the disc has a manufacturer’s defect, please call us or email a description of the problem along with the make and model of your DVD player to info@twolittlehands.com so we can help you! Be sure to include your full name, phone number, mailing address, and order number. If you do not have the order number, please contact us and provide the name that the order was shipped to and approximate or exact date the order was placed and we will look the order number up for you. We will need to find the original order, or we will be unable to replace your disc.

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Q. My DVD is damaged. Will you replace it?

We understand that well-loved DVDs sometimes get damaged! You can buy a replacement disc for a small fee. Here’s what to send us:

  • The damaged disc (keep your case)
  • A short note of explanation
  • Your name, phone number, email address and mailing address
  • A check for $5 (UT add 6.8% sales tax)
  • INTERNATIONAL RATE: $8 per disc. No checks please. Include your credit card number and card expiration date.

Please send the damaged merchandise to:

Two Little Hands Productions
ATTN: Returns/Exchanges
870 E. North Union Ave.
Midvale, UT 84047

You are responsible for ensuring your product arrives to us. If you don’t track or insure your package and it doesn’t ever arrive to us, we will not be able to help you! We can only replace products that actually arrive! 

This offer applies to damaged discs only. We cannot replace lost discs.

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Q. Are your DVDs formatted for use outside the United States?

Our DVDs are formatted for all regions. Many other countries use PAL versions. Newer DVD players in other countries are now made to be both NTSC and PAL compatible, but an older player may not be NTSC compatible.

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Q. I have a question about a digital purchase. Who should I contact?

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