Frequently Asked Questions

General

Since 2003, Shout! Factory has built a solid reputation as a preeminent independent home entertainment group, and reigns supreme in producing, uncovering and revitalizing highly sought-after entertainment properties in lavish packages crammed with compelling, high value content. Pioneers in music compilation and classic television reissues, Shout! Factory founders Richard Foos, Bob Emmer and Garson Foos previously launched Rhino Records. In the 10 years since establishing Shout! Factory, they have brought the same sensibilities and commercial reinvention expertise in creating unique products comprised of classic, contemporary and cult TV series and feature films, animation, live music, comedy specials, documentaries, as well as pop culture properties driven by the comic book universe. Whether uncovering old favorites or producing new ones, Shout! Factory’s home entertainment products are distinguished by their creativity, production value and appeal that spans generations.

Shout’s audio division boasts GRAMMY®-nominated box sets, Broadway cast albums, new releases from storied artists, lovingly assembled album reissues and indispensable “best of” compilations. In addition, Shout! Factory maintains a vast digital distribution network which delivers video and audio content to all the leading digital service providers in North America. Shout! Factory also owns and operates Timeless Media Group, Biograph Records, Majordomo Records, HighTone Records and Video Time Machine. These riches are the result of a creative acquisition mandate that has established the company as a hotbed of cultural preservation and commercial reinvention.

Richard Foos, Bob Emmer and Garson Foos were some of the key men behind the remarkable Rhino, which was started by Richard as a record label in 1978. In 1992, Rhino inked a deal with Atlantic. Eleven years later – in 2003 – Rhino became a Warner imprint, and Richard, Bob and Garson – still fueled by the same passion for reissuing classic pop-culture and retro gems – decided to continue in a similar fashion and Shout! Factory was born! The result has been a fantastic schedule of video and audio releases, and a steadily growing catalog with no end in sight.

We are pitched projects by content owners, by our staff, friends and the general public. There are 3 things that go into our decisions on what to release: availability, profitability and a fit with the Shout! Factory brand.

Absolutely! We are always open to hearing what our fans might have to suggest. There is a good chance that you might throw out a title or artist that we’ve already been salivating over, but your ideas are always welcome. Many of the still-unreleased shows of yesteryear have not been released because of licensing issues or who-knows-what. Still, we are committed to releasing the best that we can find, and would love to hear your input as to what you’d like to see released in the future. Feel free to post suggestions on our official Facebook page or Twitter account

Please see above FAQ about suggesting titles.

We do! If you run a website, you can service advertisements for Shout! Factory and earn up to 9% of the monthly sales you send our way. Visit our Affiliate Program page to learn all the details and join today!

If you have an interest in joining the Shout Factory team, please send us a resume and we will consider you for current and future job opportunities. Click here to see SHOUT Jobs.

Digital Purchases

As hard as we try, we are not always able to get the digital rights to every title we release.

If you purchased a Shout! Factory product at retail and it has a digital copy, the first thing you should do is check the expiration date of the digital copy. We are only granted a limited window by our licensors to offer a digital copy with purchase. If the offer is still valid, please visit the knowledge base at http://support.vhx.tv. If you have additional questions, please email us at digitalcopy@shoutfactory.com.


If you purchased a digital download on the SHOUT! Factory site please click here for a HOW TO.

A digital movie provides specially formatted digital versions of the same full-length movie you find on DVDs. You may transfer your digital movie to your PC, MAC or any mobile device that supports unprotected MP4 files.

No. Because of limitations established by mobile device manufacturers, you cannot download your digital movie directly to your mobile device. You must first download your digital movie to your computer and then transfer your movie to your mobile device. See below for step-by-step instructions.

Once your order has been completed and you have clicked the Download button, the download process will begin. You should receive an order confirmation email that has a Download link. When you click the Download link, your download will begin. The file that will be downloaded is a single ZIP file containing your video. How you actually download this file depends on whether you have a PC or a MAC.

PC USERS

1. Once you click the Download button, the download process will begin.

2. A new window will appear asking if you want to Open, Save, or Cancel. We strongly recommend that you click Save. The ZIP file will then be saved to a directory of your choosing (people usually choose their Desktop). If you click Open, the ZIP file will be downloaded to your computer. When the ZIP file has completed downloading, a new window will appear showing the movie contained in the ZIP file. If you want to save your movie to the preferred storage location on your computer, you should click Extract To and then follow the instructions to move your movie to its new file location.

3. You can then open the directory where you saved your movie. Inside that directory you’ll find the video file. By clicking on the video, you will launch your default media player which will play your movie.

4. If you can’t remember where you saved your download, you can search for it on your computer. Click on the Start button on the bottom left and then click Search. You can now search for files on your computer using words in the title or the type of file you are looking for. Your download file will have a MP4 extension. This process will produce search results to show you the location of your file on the computer. If you do not receive search results, it may be that you did not fully download the file and the search does not recognize it. If this is the case, you should try to download the file again.

5. If you want to load your newly acquired video into iTunes® or on a portable media device, see the applicable instructions. Since your digital movie is an MP4 file, you generally should be able to import that movie directly without having to first burn the movie to a DVD.

MAC USERS

1. Once you click the Download button, the download process will begin. When the download is complete, click the file folder and your video will be displayed.

Every mobile device is different, so you need to check that device to make sure it has the capability to play .mp4 movies. You should then follow these steps:

1. Make sure you have enough free space on your mobile device to store your movie.

2. Make sure your mobile device has a media player app that is able to play .mp4 movies.

3. On your computer, upload the movie file to your computer's media player. When you set up your player on your computer, some are configured to do that upload automatically. Others require you to upload manually. You should check your computer's media player to see if it includes your movie.

4. Connect your mobile device to your computer.

5. Make sure your mobile device and computer media player are set up to synch movies.

6. Synch your mobile device.

7. Open the video player on your mobile device to check that the movie has been copied to your mobile device.

8. Use the video player in your mobile device to play your movie.

Locate the order confirmation email that we sent to you; it will have a link to allow you to restart. For PC Users: When you click this link, you will go to Step 1 in the answer to the previous question. For MAC Users: When you click on this link, you will go to Step 1 in the answer to the previous question. Then you follow the rest of those steps to download your video.

Once you successfully download your movie, it is yours to keep and view as often as you like, but it cannot be transferred to any other media. You may delete it from your computer at any time, but once you do you will need one of your 3 original download allowances to download it again.

System Requirements - Computer Version

  • Desktop or Laptop computer with Windows 95 or higher and MAC OS 9 or higher
  • Internet Connection
  • A compatible browser
  • A compatible media player, e.g., Windows Media® Player v10 or greater, or Apple QuickTime v7 or greater
  • At least 4GB free space on your hard drive

Transfer to a mobile device

  • Computer with the above specified requirements
  • MP4 (H.264 Codec) capable mobile device with USB mass storage functionality, e.g., iPhone, Android, Blackberry and other mobile capable devices
  • USB cable for the transition to mobile devices
  • An active internet connection, Internet Explorer 7 or higher
  • 750 MB free storage on the mobile device (for SD version)
  • 4 GB free storage on the mobile device (for HD version)

Disclaimer:

The MP4 file has been tested on the best possible compatibility. Nevertheless, Shout! Factory assumes no responsibility for the file being played without any problems on all mobile devices. See system requirements for further information.

No, an Internet connection is required to download your digital movie.

You must be online on your computer to download your movie; however, once you have downloaded the movie you can watch it without being connected to the internet.

No, but trying to download large files like a digital movie through any connection other than broadband will be extremely difficult. The faster your internet connection, the faster your content will download.

We generally offer files at two different resolutions: 1080p and 480p. The average file sizes are roughly 4 GB and 750 MB, respectively. The average mobile version file size for a 120 minute video is approximately 750 MB.

Playing your movie is simple: just open the folder on your computer where you saved your movie, and double-click on the file to begin playing.

Digital movies are designed to work with Windows 95 or higher and MAC OS 9 or higher.

All purchases and rentals of SHOUT Factory Digital Content are final. We do not accept returns of Digital Content.

Audio/Video

There are many reasons why complete season sets are not always possible. Sometimes, masters do not exist for every episode. Sometimes, such as with Fridays and SCTV: Best Of The Early Years, it is impossible to license the music used in certain episodes. Sometimes we may not have the rights to release every episode.

Our Shout! Exclusives brand was launched to bring late seasons of popular TV shows and other “fan demanded” content to market. The shrinking of video distribution at retail makes it difficult for us to make these products available in stores, so we offer them as online exclusives directly to fans. The product is manufactured at the same plant where all Shout! Factory releases are made, with the same high-quality packaging and mastering. These titles are fully-pressed titles and are not manufactured-on-demand (MOD) or DVD-Rs.

For more information, visit our Shout! Exclusives tentpole page.

Unfortunately, we cannot sell individual components of physical products, due to the limitations of our licensing rights.

Unfortunately, we cannot sell slipcovers, due to the limitations of our licensing rights.

Sorry, but we do not accept any unsolicited materials. Most of the CDs and box sets that we release are retrospective collections and catalog titles from previously established artists.

Although we do our best to improve the quality of some very old source material, we cannot always restore everything perfectly.

There can be a few reasons for this. For many older shows closed captions were available during broadcast but have since been lost. Sometimes we simply don’t have the resources available to add subtitles to our releases. We understand this is sometimes frustrating, but we do our best to note on our website which products do and do not have these features.

There are two common TV screen shapes that most folks will recognize — the squarish shape of conventional TVs, and the widescreen shape of today's HDTVs. The term used to describe TV screen shape is "aspect ratio" — conventional TVs, and some small LCD HDTVs, have a 4:3 aspect ratio; widescreen HDTVs have a 16:9 ratio.

TV shows also typically have a 4:3 or 16:9 ratio. While most new HD programming is in 16:9, a significant amount of TV broadcasts are still sent in the conventional 4:3 ratio. And it's the difference in shape between those two ratios that can result in a "pillar boxed" picture — one with black columns standing to the left and right of the image — when you watch a conventional 4:3 program on your widescreen TV.

So we have below the translation of our Aspect Ratio descriptors and how they relate to the screen (or setting) best suited for viewing:

  • 1.33:1 – Full-screen (4x3)
  • 1.77:1 & 1.78:1 – Widescreen (16x9)
  • 1.85:1 & 2.35:1 – Widescreen (wider than 16x9)
Store

Our products can be purchased through our website, Amazon.com and at most retail stores that sell Blu-rays, DVDs and CDs. We do not sell directly from our office and we do not take phone orders (we can get you a phone number for a catalog that does if you email us).

You will need a unique login for the ecommerce section of our site. In order to protect against credit card and Identity theft, we operate the “store” separately from the site.

In August 2013 we upgraded our store checkout process. Due to our strict security policies, we were not able to transfer old user accounts over to the new cart. This means that upon your first purchase (post August 1, 2013), you may elect to create a new account; assuming you'd like to have an account to keep track of your orders. If you wish to checkout as a guest without creating an account, that is also an option.

The new account will reside on myexpresscheckout.com. There you will be able to see your current order summary, tracking information (once the order ships) and your order history. You will need your ID and the Password you selected during enrollment in the SHOUT Factory cart to authenticate yourself when using your MyExpressCheckout account. We strongly recommend that you go to the Sign-In and set up your security question and answer. That way, if in the future you forget your password, you can easily reset it online.

When you place your order an email will be sent confirming your purchase. You can find your order number in your order confirmation email.

Your order number can help you to track the progress of your order. Details about the progress of your order, and your order history will be available to you in the MyExpressCheckout wallet.

Please be sure to have your security question and answer set up in the MyExpressCheckout wallet, this will allow you to access your account here. This security question set up will also make it very easy to re-set your password should you forget it.

You can always contact us info@shoutfactory.com. We can access the order system on any business day and tell you where your order is in the process.

Our Customer Service email is available 9 a.m. - 5 p.m. PST, Monday to Friday. We are a small company, so Customer Service is not available on weekends and holidays. You can email info@shoutfactory.com, and we will get back to you the next business day.

The Comment Wall is a place for you to comment about products or editorials that appear on the site. It’s best not to use the comment walls for customer service issues; you will get answers more quickly contacting us via email.

If you are having problems with our website, please contact customer service at info@shoutfactory.com

Yes, much of our product is available outside the U.S. through various licensees. If we have international rights, we do everything we can to make it available to you! Our best advice is to check your favorite retailer or online store in the territory in which you reside. If it is available in your area, it'll likely show up there. For most products purchased on our website, we cannot ship outside of the U.S. or Canada (we do ship to APO, FPO, DPO and US Territories).

Products purchased on our website cannot ship outside of the U.S. or Canada. Each product page specifically mentions where we are able to ship in the "Available In" section just below the product title.

Our upcoming releases are on the same page as our New Releases

There are a few ways to find a product release date. The first is to check the specific product’s page on our website where there is a section for release date. Another option is to check the New Releases page for upcoming release dates. If no date has been announced yet, it will not appear on our site.

Same answer as above, if you can not find the date on our website then it is most likely not announced yet.

We offer standard and expedited shipping. You can view the costs here. The cost of shipping is determined by the dollar value of your cart.

Please note that even if the value of your cart is zero dollars, shipping costs will still apply.

Orders for in stock items placed before noon Eastern Time will ship the same day.

Also please note that if your order is shipped Federal Express™ and we are delivering to a residence the delivery will shift to the FedEx home delivery system and they only deliver Tuesday through Saturday, no Monday deliveries.

For Canadian buyers, import duties, taxes, and charges are not included in the item price or shipping cost. These charges where applicable are the buyer's responsibility. Please check with your customs office to determine what these potential additional costs will be prior to buying. Please note that some orders to Canada do not ship with order tracking information.

We accept Visa, MasterCard, and American Express, as well as PayPal. These are the only payment options for the site.

If you use PayPal, your account will be charged immediately upon order.

Please also be aware that many banks will freeze funds when you make a purchase with a debit card, we do not recommend making purchases for long lead pre-orders with a debit card.

If you use a credit card, depending on your credit-card company’s practices, your order will be preauthorized for the purchase amount when you place your order. This preauthorization will not appear again on your billing statement until we are ready to ship your order. The second and last authorization and the actual charge will happen within a day or so of one another when the order drops to the warehouse. You may have ordered products that ship from more than one warehouse, an authorization and charge will occur for each shipment.

If your credit-card account has been closed, your card has been reported lost or stolen or your authorization does not clear, you will receive an email notifying you that your order has been cancelled. Once you have received this email you will have to create a new order.

Most of our products can be found in stock or by special order at retail locations in your area that accept other forms of payment.

Orders that are over $1,000.00 are manually reviewed before they are sent to the warehouse for fulfillment. This should not affect how quickly the order is processed.

We do not allow purchases that include more than 30 units of a particular product.

There are several reasons that an order may be incomplete. If you have ordered more than one product and one of those products is in pre-order status the preorder product will ship to arrive to you on the release date of that product. We also ship from more than one warehouse; if your order contains products that are in shipped from different locations, they will arrive in different shipments. There are times that we have back-orders and occasionally there are promotional or “Gift With Purchase” items that ship from a different location than the product.

Most retail outlets allow returns of DVDs, BDs or CDs that they sold that are defective. If you made your purchase in a store, please return it to that location. If you made your purchase from our website, you can certainly contact customer service to return defective merchandise for exchange or credit; broken discs or cases can sometimes be replaced.

Please contact info@shoutfactory.com and we will do our best to fix the problem with replacement discs or other methods.

Please note that only certain releases have slipcovers. For those that do, slipcovers are guaranteed for the first three months after release date. Once that three month window has ended, slipcovers are only available while supplies last.

Unless otherwise noted, all posters available on our site are folded and shipped flat in a rigid mailer.

Publicity/Radio

You can send an email to shoutpress@shoutfactory.com specifying which title you are requesting and what outlet you will be reviewing it for. We will review all such requests and will do our best to respond promptly.

For photos and materials, please send an email to shoutpress@shoutfactory.com , with the details of what you are looking for, and we will get back to you as soon as possible. The more detail you can give us the better.

Counterfeit/Bootleg Product

1. Price: If you see a seller offering one of our box sets for dramatically less than it is available for purchase on our website and from authorized retailers (such as Amazon, Best Buy, Costco, Wal-Mart, etc.), chances are good that it is a bootleg. In short, if the price for a “brand-new set” seems too good to be true, it probably is.

2. Missing Booklets: For box sets that contain booklets, bootleggers often (though not always) leave out the booklet. If a seller tries to tell you that their inventory was missing the booklet, it is very likely that they did not purchase what they are selling to you from a legitimate source.

3. Inability to Replace Defective Parts: If the seller where you purchased the set is unable to help you with replacement parts, they may be an illegal seller. An authorized retailer will have access to the supplier (us) and be able to procure the appropriate replacements.

4. Playback Issues: Because counterfeit discs are highly-compressed and not professionally authored, they often have major playback issues. Episodes will skip or cut out, and some discs may be completely unreadable. If you purchase a box set and find that several discs have major playback issues, chances are good that you have purchased a bootleg.

5. Poor Video and Audio Quality: Because the disc content has been compressed from a dual-layered source to a single-layered disc, bootlegs of our set often have terrible picture and audio quality, even when they play perfectly well on your equipment.

6. Region Coding: Counterfeits of our DVDs are often (though not always) region-free discs (discs that play anywhere in the world), whereas our actual releases are usually locked, Region One discs, due to the fact that we almost always have the legal right to sell our products only in North America.

7. Disc Size: The best way to tell if your set is a bootleg is to check the size of one or more of the discs. The vast majority of our releases use dual-layered DVDs, which can hold up to 8.5 gigabytes of data. Bootleggers, on the other hand, use cheaper, single-layer discs, which can only hold up to 4.7 gigabytes of data. You can determine if your discs are single or dual-layered by checking their size in a DVD-ROM drive.

Bootleggers have gotten quite sophisticated – not only do they shrink-wrap their products, but they often go so far as to reproduce our marketing stickers on the outside of the packaging. Shrink-wrap and a marketing sticker do not ensure that the set you have purchased is official.

Contact your credit card company or PayPal – do NOT contact the website or seller that sold you the DVDs. Your credit card company is there to protect you from fraud, and if you report a bootlegger, your credit card company will open an investigation which will most likely result in a refund. If a credit card company receives enough complaints, a seller’s credit card processing abilities can be revoked.

Most credit card companies will give you 90 days from the time of the order to dispute the charges; PayPal will give you 45 days.

Every time a bootleg of one of our releases is sold, it means the loss of a potential sale of an authorized set. Lost sales may prevent us from releasing other great shows and movies in the future. The sales of bootlegs also mean the loss of compensation to all the people and companies who contribute to, create, publicize, and support the entertainment product we bring to you.

If you’re in the United States, you should report any offending sellers to the MPAA (Motion Picture Association of America) by sending an email to this email address: ReportPiracy@mpaa.org. You can also file a report with the Better Business Bureau® (https://www.bbb.org/).

If you’ve made a purchase on the Amazon Marketplace, please email the seller’s information to us at info@shoutfactory.com immediately, and we will work with Amazon to have the offending seller account suspended. If you’ve made a purchase on eBay, we ask that you please report the seller to eBay using the “report item” option on the auction page and leave the seller negative feedback indicating that they sold you a fraudulent item. If you provide us with the seller’s information, we can also report the fraudulent item to eBay.

News Feed

@ShoutFactory @iamdrmonkey @ShoutFactoryTV Ah, yes. We haven't made any announcements yet on this. Working on rights with the fil… https://t.co/cMtdenRfUO https://twitter.com/ShoutFactory/status/867499766883549186

44 minutes ago

@ShoutFactory RT @Scream_Factory: "Stay Out of THE FOG" #AdviceFromMovieCharacters https://t.co/PD3BV1eqft https://twitter.com/ShoutFactory/status/867499366080143360

about 1 hour ago

@ShoutFactory It happened today ... in 1995. Tales from the Hood premiered! This film ... it comes in many strange packages. https://t.co/zpOuRXkyrd https://twitter.com/ShoutFactory/status/867494277659611137

about 1 hour ago