Cycling DVD - Frequently Asked Questions
Delivery times and countries shipped to
1. Delivery Times
Estimated delivery times vary depending on your location. Please see the table below for the estimated delivery time for your area*.
1 - 4 working days - United Kingdom, Germany
2 - 5 working days - The Netherlands, Belgium, France, Luxembourg, Scandinavia
2 - 8 working days - Italy, Spain, Portugal, Eastern Europe
3 - 7 working days - United States
3 - 5 working days - Canada, Australia
10 - 28 working days - Rest of the World
Please note that dispatch and delivery times can be longer than estimated, especially during holiday periods, and the owners of this site cannot be held responsible for any loss or damages occurred should this happen.
*See Shipping & Taxes for full details.2. Which countries do you deliver to?
We ship DVD’s all over the world, however, shipments to countries outside Europe, the U.S. and Canada are not guaranteed unless a registered shipping option has been chosen.
DVD’s are sent out from the Netherlands, Great Britain and the U.S. See our - Shipping & Taxes page for more details.Why haven’t I received my order?
1. Dispatch Times
The majority of items are always in stock and the dispatch time is therefore usually “Within 2 working days.” i.e. your order will be processed and posted within 2 business days of your order being received.
The dispatch time for an item is written on the product’s information page.
For estimated delivery times to your area, please see below.2. Delivery Times
Estimated delivery times vary depending on your location. Please see the table below for the estimated delivery time for your area*.
1 - 4 working days - United Kingdom, Germany
2 - 5 working days - The Netherlands, Belgium, France, Luxembourg, Scandinavia
2 - 8 working days - Italy, Spain, Portugal, Eastern Europe
3 - 7 working days - United States
3 - 5 working days - Canada, Australia
10 - 28 working days - Rest of the World
Please note that dispatch and delivery times can be longer than estimated, especially during holiday periods, and the owners of this site cannot be held responsible for any loss or damages occurred should this happen.
*See Shipping & Taxes for full details.3. Can I check my order?
If your order has been successfully processed you should have received an email confirming this with a link for tracking your shipment.
Did you receive my order?
1. Can I check my order?
If your order has been successfully processed you should have received an email confirming this with a link for tracking your shipment.
2. I did not receive a confirmation of my order
If your order has been successfully processed you should have received an email confirming this. If you are sure that your payment was made successfully but you did not receive an email, please check that this has not been stopped by a SPAM filter of some kind.
Orders by phone
1. Can I give you my order over the phone?
We are happy to take orders over the phone.
Due to time zone differences and filming commitments we may not always be available to take your call, so please leave a message or ideally contact us using our online form, and we will ring you back.
The reason we would prefer you to contact us using our online form rather than by phone, is simply so that we can ensure that your details are taken correctly. We do not need to take an email address when we phone you, so there is no risk of you receiving any SPAM mail when you order with us. If you do not have an email address, please fill in the form and add no@email.com for the email address.
Our phone numbers are:
UK +44 (0)20 81 444 007
NL +31 (0)20 894 3400
US 1-229 269 4007
HK 852-817007452. If I order on the phone, how I can pay?
Payment can be by credit card or bank transfer.
You can click here for more details about Payment Methods.Use of our DVD’s by businesses / Licensing
1. Free use for small businesses
The DVD’s we produce ourselves can be found under the category “The Ambient Collection”. If you have a small business which has up to 4 televisions, you can show our DVD’s to your customers without having to pay for a license.
This ‘free license’ is designed for small businesses such as doctor’s surgeries and dental practices to be used in waiting rooms and for small spas, bars and restaurants.
If you have only 4 televisions, but are a large company, please contact us to come to a fair arrangement.
SUMMARY: If you have a small business which has 4 televisions or less (maximum 80 inches/2 metres wide), and less than 25 members of staff, then non-commercial, public showings of “The Ambient Collection” DVD’s are allowed in one location, without having to pay a license fee.
If you wish to take advantage of this offer, please PRINT THIS PAGE, as no further documentation will be provided.2. Licensing
If you are interested in using our DVD’s for any other usage than covered by point 1. above, for instance if you would like to show our DVD’s in your hospital or care home, or at a business event, please have a look at our Licensing page for details and prices.
What functions do your DVD’s have?
1. Do your DVD’s have repeat play (loop) functions?
All our own DVD’s - those which are in the category “The Ambient Collection” - are programmed so that individual tracks play continuously, i.e. when a track comes to an end, your DVD player will play the track again from the beginning. In addition, the majority have at least one function that plays several or all tracks in succession (Play All) in a continuous loop, i.e. a group of tracks will play one after the other, and when all the tracks have been played, your DVD player will start playing the group of tracks again.
The DVD’s on our site from other producers, such as the No Stress, Pure Earth and Elements series do not have these functions.2. Some of your DVD’s say “Filmed in HD”. Will these play in my DVD player?
Some of our DVD’s are quoted as being filmed in HD. This means that they were filmed using good quality high-definition cameras, but they are on standard definition discs and can, therefore, be played in normal DVD players. You do not need a high definition player.
Unsuccessful order
1. Why was my credit card not accepted?
There are many different reasons why credit card payments cannot be made, and we cannot always see the reason in our payments system.
There may be a temporary problem with the internet so perhaps you would like to check that the details you are entering are correct and try again at a later time.
If you would prefer, we would be happy to take your order over the phone. If you would like us to ring you, please click here.2. Can I check my order?
If your order has been successfully processed you should have received an email confirming this with a link for tracking your shipment.
3. I did not receive a confirmation of my order
If your order has been successfully processed you should have received an email confirming this. If you are sure that your payment was made successfully but you did not receive an email, please check that this has not been stopped by a SPAM filter of some kind.
I would like an invoice
1. Print out an invoice
Order invoice is sent in the e-mail address provided for confirmation after ordering and when the order is fulfilled.
2. Invoice for a bank transfer
During the order process, if you choose “Payment by bank transfer” as the payment method you will be able to print out an invoice for payment. An invoice is also sent out by email. When your bank transfer has been received you will also be able to print the invoice again from the confirmation e-mail we will send.
3. Invoice for payment by cheque
Cheques can only be accepted at our UK address in Pounds Sterling. If you need an invoice before paying with a cheque, please make sure that British Pounds are selected as the currency for your order, and choose “Payment by bank transfer to UK account” during the order process (at the bottom of the page where you are asked to fill in your name and address). You will then be able to print out an invoice for payment plus an invoice will be sent to you by email.
Please note that cheques must be made payable to Anthonie Helsloot.
Please quote your order number or enclose a copy of the invoice with your cheque and send this to:
Isis Visuals
c/o Rilston
Pant
Oswestry
Shropshire SY10 9QGFree DVD special offer
1. How does your Buy 3 Get 1 Free special offer work?
After you add 3 items to your Shopping Basket you can choose your free DVD from the ‘Select Free DVD’ pull-down menu.
For full details of this special offer, please click here.2. Which DVD can I choose as my free DVD?
After you add 3 items to your Shopping Basket you can choose your free DVD from the ‘Select Free DVD’ pull-down menu which is underneath the total amount of your order on your Shopping Basket page.
The DVD’s you can choose from are the majority of single DVD’s which appear in the category The Ambient Collection.
The free DVD should be the lowest priced DVD in your order.3. If I buy a set with 3 DVD’s in it, can I get a free DVD?
To be eligible for a free DVD you must buy 3 separate items in one order. A set is counted as one item.
For full details of this special offer, please click here.4. If I buy 6 DVD’s can I have 2 free DVD’s?
The Free DVD offer is limited to 1 free DVD per order per day.
Blu-Ray / HDD
1. Some of your DVD’s say “Filmed in HD”. Will these play in my DVD player?
Some of our DVD’s are quoted as being filmed in HD. This means that they were filmed using good quality high-definition cameras, but they are on standard definition discs and can, therefore, be played in normal DVD players. You do not need a high definition player.
2. Are your DVD’s available on Blu-Ray?
We currently stopped in offering our Fireplace & Tropical Aquarium DVD and all DVDs on Blu-ray disc. We hope to make more available in the future. If you would like to be kept informed of new products, please join our mailing list (at the bottom of the DVD Shop page).
3. Are your DVD’s available on HD DVD?
Our DVD’s are out as HD DVD’s. (See also Blu-ray.)
I have a problem playing a DVD
1. When I play the DVD I can only hear the audio/the picture is in black and white
The majority of our DVD’s are in the NTSC format. Whilst most players can accept these discs, it may mean altering some settings in order to be able to do this. We have our own players set to ‘AUTO’ so that no matter if we put in a PAL disc or NTSC disc this will play. If you are having trouble playing a disc, perhaps you could check either your TV or DVD settings to see if there is a PAL/NTSC/AUTO setting which can be altered, to see if this is the cause of the problem.
2. The DVD jumps or pauses and stops
This is most likely caused by fingerprints or dirt on the disc, or dust in the DVD player. After checking the disc for marks, please try playing it again.
A further check would be to try playing the disc in a different player, and to try other DVD’s in the same player to see if there are any problems then.3. Every time I play the DVD it freezes for a fraction of a second at the same point
This is not a fault. This is the laser repositioning on a DVD-9 disc.
We use DVD-9 discs so that we can put more content on the DVD’s without compromising on quality.Returning an item
1. How can I return a DVD?
For details on how to return DVD’s and our Returns Policy, please click here.
Video stock footage
Wholesale / Distribution / Retail
1. Retail Sales
If you have a (online) shop from where you would like to sell our DVD’s, please see our Retail page.
Instructions on how to order from us are written at the top of the page. Please read these and then contact us with details of your company including your tax number.2. Wholesale
If you are a wholesaler, please see our Retail page.
Instructions on how to order from us are written at the top of the page. Please read these and then contact us with details of your company.3. DVD Producers
If you would like Isis Visuals to distribute your DVD(s), please contact us with details of the DVD(s) and where it is possible to view previews online. If online viewing is not possible, sample DVD(s) may be sent to the address below. Please note that no guarantee is given that DVD(s) sent to us will be taken into our package as only a small selection from other producers are being accepted at this time.
Isis Visuals
110 E. Center St. #1159
Madison, SD 57042
USA
