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FREQUENTLY ASKED QUESTIONS

What is your policy regarding information privacy?
Please see our Privacy Statement. Personally identifiable information entered into the Reelcities shopping service is used only to complete your transaction and never revealed to others or used by our shopping partner for any purpose not authorized by Reelcities. Our shopping partner does not own the personally identifiable information they collect and will provide such information only to Reelcities (or its designee) and to the delivery services (e.g., the U.S. Postal Service, UPS, etc.) used to deliver merchandise that you order from the Reelcities shopping services.

Can I order off-line?
If you'd prefer to order by phone or fax, you can do so. Use the Shopping Cart to create your order, print out the order form and fax it to: 802-846-1850, mail it to the address provided on the order form, or call us toll-free at 1-866-866-REEL (1-866-866-7335). International customers must order online or via fax.

How do I know my order is secure?
Credit card information provided to buy merchandise is used solely to determine that your card is valid, that sufficient credit is available to pay for the purchase and to apply the cost of your purchase to your card when the items are shipped. Credit card information you provide is transmitted across the Internet securely using encryption from your browser to our shopping partner’s secure order processing systems.

How do I know exactly what's on a given reel?
Click on a city from the drop down menu above and you'll see a brief description of the reel and an entire shot list. You can also sample a 30-second demo of each reel.

Can I contact someone to ask detailed questions about a particular reel?
For a complete shot list and demo of each city reel, click on the specific city above. You can also call tollfree, 1-866-866-REEL. A customer service representative will answer any questions you have regarding the individual city reels.

What if I can't find a particular shot or season in one of the cities you offer?
Reelcities does not offer custom footage. Custom footage is available through our partner, Crews Control, who has been in the business of pairing award-winning crews with client needs since 1988. Pleasevisit the site at www.crews-control.com or email specific needs/questions to
info@crewscontrol.com.

What if I want a specific city reel or season for my library and don't
see it listed on the site?
At Reelcities we are constantly adding new cities to our offerings. If you'd like to hear about our latest offerings, including new cities or new seasonal footage, please Register today. You will receive email notification every time we add a new reel to our collection.

How do I know that the footage is high quality?
Reelcities US cities stock footage is shot by award-winning crews. Every shot is a great shot. Each city reel is complete with natural sound and multiple angles and zoom/pan speeds. All footage is shot on Betacam SP and Digital Betacam, ready to easily and seamlessly drop into your next production.What formats do the reels come in?
You can request the reels in either Betacam SP or Digital Betacam.

What usage rights do I have when I purchase a US city footage reel?
Are there any restrictions?
Please read the Terms and Conditions carefully before purchasing a Reelcities city reel. Footage is copyrighted, and when you purchase a reel you will enjoy non-exclusive rights to broadcast and incorporate footage into any of your projects for worldwide use, in perpetuity. Footage may not be shared with any other parties and may only be copied for backup and/or archival purposes. Royalty-free stock footage reels from Reelcities are meant for single user use.

What does "royalty free" mean? Royalty-free means that you pay a one-time, up front fee ($495 each plus shipping and handling) and it is yours to use time and time again. The footage, however, is not exclusive, meaning that others can purchase the same footage for their productions.

How quickly can I get a footage reel?
Pending credit card approval, all orders received by 3pm Eastern Standard Time will be shipped UPS one-day for domestic deliveries. Deliveries outside the US will be shipped by the fastest method available withUPS Canadian Express for Canadian shipments and UPS Worldwide for international orders.

How much will shipping cost?
Domestic shipping for each unique order is $22 for the first item and $2.00 for each additional item. Canadian shipping for each unique order is $51 for the first item and $4.00 for each additional item.

How can I track my order?
Upon receipt of your order, you will receive an email with a confirmation number. You can email info@reelcities.com, call toll-free (in US and Canada) 1-866-866-REEL (1-866-866-7335) or fax 1-802-846-1850 inquiries, referring to your confirmation number. The customer service center is open 7:00 am - 3:00 am, Eastern Standard Time. Note, international customers will need to fax or email any and all inquiries.

What if I am dissatisfied with the reel?
All footage sales are final. Except for material defects, there are no refunds or exchanges on footage sales. Please be sure to carefully review the shot list and montage of the footage you are interested in before purchasing, to ensure satisfaction.

Which credit cards do you accept?
We accept VISA, MasterCard, American Express and Discover.

What is your policy regarding information privacy?
Please see our Privacy Statement. Personally identifiable information entered into the Reelcities shopping service is used only to complete your transaction and never revealed to others or used by our shopping partner for any purpose not authorized by Reelcities. Our shopping partner does not own thepersonally identifiable information they collect and will provide such information only to Reelcities (or its designee) and to the delivery services (e.g., the U.S. Postal Service, UPS, etc.) used to deliver merchandise that you order from the Reelcities shopping services.

Can I order off-line?
If you'd prefer to order by phone or fax, you can do so. Use the Shopping Cart to create your order, print out the order form and fax it to: 802-846-1850, mail it to the address provided on the order form, or call us toll-free at 1-866-866-REEL (1-866-866-7335). International customers must order online or via fax.

How do I know my order is secure?
Credit card information provided to buy merchandise is used solely to determine that your card is valid, that sufficient credit is available to pay for the purchase and to apply the cost of your purchase to your card when the items are shipped. Credit card information you provide is transmitted across the Internet securely using encryption from your browser to our shopping partner’s secure order processing systems.

Why can't I view the montages on your site?
ReelCities montages are encoded using the latest streaming media technology. If you are using a Windows PC, download the latest copy of Windows Media Player from Microsoft. If you are using a Macintosh, make sure you have the latest version of the Apple Quicktime Player.