FAQ

Shipping and Handling

I bought a movie on pre-order and have not received it yet! Where’s my stuff?

Preorder items are placed on sale an average of two (2) weeks before their release to customers, but sometimes the official release dates do vary from time to time due to DVD production delays. In order to reduce shipping costs as much as possible, Lucas Entertainment groups all orders into one shipment, and each shipment is dependent upon all items being in stock.

All orders including a preorder item will not be shipped until the preorder item is in stock and ready to be mailed. This includes all holiday sales: all orders from any and all of our holiday sales will not be shipped until everything is in stock in our warehouse!

Why do I need to include my phone number for an international order?

There are several countries that require your phone number so that if a package isn’t successfully delivered after two (2) attempts, there’s a way to inform you that your package is being held and where to pick it up.

Why doesn’t Lucas Entertainment offer free shipping?

We do not offer free shipping because with ever-increasing postal charges, we’d have to raise the price of our DVDs to cover the difference.

How can I save money while shopping at the Lucas Store?

The best way to save money is by becoming a DVD subscriber. You will save 20 percent and receive free shipping for each new title. Additionally, we rotate twelve (12) titles regularly at $19.95. Our library is now downloadable as well, and digital copies of our movies are discounted and don’t include shipping costs. We also offer sales throughout the year and special coupons for all new titles. Please subscribe to our newsletter for all of our money-saving offers!

Digital Downloads

Tell me more about your digital downloads?

All of our digital download films are full-length, 3,000 Mbps, and MPEG-4 (.mp4) video files that are yours to keep forever once they’re downloaded onto your computer. You can save them onto flash and external hard drives, burn them to a disc, and watch at any time.

How can I watch a digital download?

Digital copies of our movies can be viewed either with QuickTime or VLC Media Player, a universal video player that is free to download and use. Click Here to download VLC now.

How long does it take to download a digital copy of a movie?

The file size of each digital movie varies, generally ranging from two (2) to four (4) gigabytes in size. The time it takes to download a movie is dependent upon the speed of your Internet connection with the time usually averaging out to be a few hours.

My download was not successful! Now what?

Please contact orders@lucasentertainment.com and we will promptly reply to you with further assistance. Please note that digital downloads cannot be refunded or exchanged.

General Information

How can we contact you for help with an order I placed?

- E-mail: orders@lucasentertainment.com.
- Toll Free: 1-888-562-9125 Ext 10
- Outside of the U.S.: 1-212-924-5892 Ext 10

Do you offer customer support 24/7?

No, we do not have a customer service representative to answer calls at night or on weekends. Our customer service hours are from 10:00 to 5:30 p.m. EST. You can also email us at orders@lucasentertainment.com for any issues experienced in the Lucas Store and webmaster@lucasentertainment.com for any website membership issues or questions. Our goal is to answer within 24 hours, but it might take a little longer on weekends and holidays.

Do you offer DVD samplers?

No, we do not.

May I speak to Michael Lucas or any of the other Lucas Entertainment models?

Of course! Please contact Michael and all of the other LucasMen through the Lucas Community.

I want to perform in one of your movies! How do I apply?

Please visit www.lucascasting.com and fill out the application form. And don’t forget to include your pictures!

Return/Exchange Policy

What is your return policy?

We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for exchange, replacement, or store credit within 30 days of purchase. We do not issue credit card refunds. If you are returning a defective, damaged, or mis-shipped product to us within 30 days, we will cover the cost of the return shipping. Due to the nature of our products we cannot accept satisfaction returns. Please contact our customer service department with any questions on our policies or for shopping advice. 


Follow these steps for returning a product: 


1. Please E-mail or Call us for a Return Authorization number (RA number).
- E-mail: orders@lucasentertainment.com.
- Toll Free: 1-888-562-9125 Ext 10
- Outside of the U.S.: 1-212-924-5892 Ext 10
Returns will only be accepted with an approved RA number. At that time Customer Service will give you instructions on where to ship your return, and will issue you a prepaid return mailing label and packing slip.

2. Fill out the Returns section on your packing slip, which was included with your order. 


3. Prepare your return package. All returns must be in their original packaging or sealed in a clear plastic bag in order to be accepted. Include the packing slip with the completed Returns information and the RA number. 


4. Mail your package to us. If you were issued a prepaid mailing label, affix this to your package and return your package to us. 

Please note: We do not accept returns on products that were not purchased via this web site. We do not accept satisfaction returns.

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