Product Support

Product Support FAQs

Having trouble with your products? Here are the answers to some of the more common product support questions we receive. If your question is not answered here, please contact us:

Customer Service: 801-676-4440, Monday - Friday 9am-5pm MST
Fax: 801-676-4441
Email: info@signingtime.com

Are the Signing Time DVDs formatted for use outside the United States?
My DVD does not work. Will you replace it?
I have a broken, scratched, or damaged my DVDs. Is there a way I can get a replacement?
How can I get DVDs donated from Two Little Hands Productions to families in need, schools, or early intervention programs who can't afford them?
Where can I get Coupons and/ or Discount Codes?

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

Our DVDs are All-Region Formatted and should play on DVD players outside of the USA.

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

We will replace any product that exhibits a manufacturer's defect. 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.

It is known throughout the DVD industry that not all DVD players adequately support DVD technology. 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 compatibilitiy 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, please see our Replacement program info below 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 us description of the problem along with the make and model of your DVD player to info@signingtime.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 provide the name that the order was shipped to and approximate or exact date the order placed.

Q. I have broken, scratched, or damaged my DVDs. Is there a way I can get a replacement?

We do have a replacement program that is designed to help customers with merchandise that has become damaged due to customer handling. Just mail the damaged disc(s) (disc only, keep your case) along with a check or money order made out to Two Little Hands Productions for $5 per disc (Utah add 6.8% sales tax and Oklahoma add 3.875% sales tax) and we will have a replacement sent to you. It is also very helpful if you include a short note of explanation, and be sure to include your contact information! Please send the damaged merchandise to:

Two Little Hands Productions
ATTN: Returns/Exchanges
623 E. Fort Union Boulevard Suite 201
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!

Q. How can I get DVDs donated from Two Little Hands Productions to families in need, schools, or early intervention programs who can't afford them?

Due to the number of donation requests we receive, our policy is to only consider requests from registered U.S. non-profit entities that will use our products in a fundraising effort.

Please email us at info@signingtime.com with the following information:
Name of Organization
Description of Organization (size, location, web address, purpose of organization (mission statement)
501c3 tax exemption number
Event date, description, attendance expected
How product will be used and what money collected will be used for
If and when you have ever received a donation from us before
Requests then go to our Donation Committee for review. Please allow 4-6 weeks for sufficient lead time.

Q. Where can I get Coupons and/or Discount Codes?

Coupons and/or Discount Codes are offered through our newsletters and special promotions on the online forums. You can sign up for our email Newsletter and Promotions by going to our website, www.signingtime.com, and enter your email in the Newsletters and Promotions box. Follow the prompts to be added.