FAQ

1. I just signed up for my free trial. Now what?
The first thing you need to do is to add titles into your queue, so that we can ship them to you ASAP! Adding titles to your queue is quite simple: browse through the movies (and video games), then click on the “Rent” button for the ones you wish to add to your queue. Please do your best to add a minimum of 20 titles; This will help reduce the time it takes for you to receive your movies. We do our very best to ship out the titles the same business day, but delays may occur.

2. Is membership available to all Canadian residents?
Yes! We accept anyone that has a valid Canadian postal address.

3. How long does it take to receive movies/video games?
We do our very best to ship your selection the same business day, but there could be a delay of one extra business day. We ship using Canada Post, so depending on where you are located, it can take anywhere between 1-3 business days to receive. An email stating the date and titles will be sent to you once we have shipped out your discs.

4. What happens if a disc gets lost in the mail?
If this happens, we will assume the risk. In extreme cases, we reserve the right to suspend a customer’s account and to collect replacement costs.

5. What do I do if I lost a movie?
If you lost a disc, you will need to go into “My Account” and from there select the “Report a Problem” option, and follow the instructions. There will be a replacement fee charged to your account. This fee usually varies between $5.00 and $25.00.

6. How long and what is included in the free trial?
The free trial is for a 14 day period. During your free trial, you will receive the same number of movies as your membership plan. Therefore, if you chose the 3 DVD unlimited plan, you will receive a continuous flow of 3 DVDs during this time.

7. How do I cancel my membership during the free trial period?
In order to cancel your membership, go into “My Account”. Under the heading “MEMBERSHIP”, click on the “cancel free trial” button. Once your membership has been cancelled, we ask that you return all discs within 7 days of receipt and your account will not be charged.

8. When will I be charged for my membership plan?
If you are entitled to the 14 day free trial, you will be charged 14 days from the day you signed up. Therefore, if you joined on the 1st of the month, we will charge your credit card on the 15th.

9. How long can I keep a movie/video game?
For as long as you like! There are no late fees or due dates!

10. Who pays for shipping?
We do! We pay for shipping both ways.

11. What methods of payment do you accept?
Currently, we only accept VISA and Mastercard. If there is a high enough demand for cheques or money orders, we will integrate this into our site.

12. What do I do if the disc that I've received is damaged and/or does not play?
Simply place the disc back into the sleeve, check off the appropriate box in the "Report a problem" label, and then return it to us as usual. You can also log into kaku.ca, click on “My Account” then “Report a Problem” and fill out the online form.
Once verified, we will take immediate action to compensate you for your lost time.

13. When am I allowed to cancel my membership?
You can cancel your membership anytime you want. There is no contract and therefore no commitments. Simply go into “My Account” and then go into “Cancel Membership” and follow the instructions. We will allow a 7 day leeway time from the time you receive the discs, after which your account will be charged.

14. What happens if I lost the return envelope or I did not receive one?
You can return the disc in your own envelope with a regular postage stamp, and address it to:
KAKU.CA
P.O. Box 54 STN BUREAU-CHEF
Vaudreuil-Dorion QC J7V 5V8

15. How do I change my current membership plan?
Go into “My Account” and “Change Plan”. Simply follow the instructions. Please note that the changes will only take effect on the next billing date. For example, say you were normally billed on the 5th of the month and received the 3 DVD unlimited plan, and you upgraded your membership to the 4 DVD unlimited plan. You will continue to get the 3 dvd plan until the 5th, after which you will receive the 4 DVD unlimited plan and will be billed for this new plan on the 5th of the month.

16. There is a movie/video game that I want to rent, but you do not have it. Can I suggest titles?
Of course! In fact, we encourage you to do so. All you have to do is go into “My Account”, and under Miscellaneous, you will find “Request an Item”. Simply follow the instructions. We will do our very best to get your title as soon as possible. Once we have received the title, you will receive an email notifying you that we have received your requested item so that you can add it to your Rental Queue.

17. If I go on vacation, is there a way of putting my account on hold?
YES! If you don’t plan on bringing some of our movies with you while you go on vacation, you can put your account on hold. Your account will not be charged while you are on vacation mode. However, it is important that you return all discs that you had out in order to be able to take advantage of this setting. When you return from vacation, you can go into your account and reactivate, and you will be billed again starting the day you reactivated your account (If you have been in vacation mode for longer than one month).

18. How do I reactivate my account once I have canceled it?
Welcome back! In order to reactivate your account, your must sign up once again.

19. I received a movie that I did not have on my list – What do I do?
We do apologize for this inconvenience. You can do 2 things:
You can check off the box “I did not order this disc” on the DVD sleeve and send it back to us. We also invite you to go into “My Account” and then “Report a Problem”. We will then make the necessary adjustments to compensate you for your lost time.

20. What is the Refill feature and how does it work?
This neat little feature helps speed up the process in order for you to get more movies faster! When you return a disc in the mail, go into your account, and into “My Rental Items”. Under “Rental Items that I HaveOut”, simply check off the Return box for the movies that you have returned and press “Update”. Once you have done this, we will send you a movie/game before even receiving the ones you sent us! We allow one extra refill at all times. Here’s an example to make things more clear:
Let’s say that you are on the 3 DVD Unlimited plan. You currently have 3 discs in your possession, and you would like to return one, two, or all of them by mail. Simply check off the “return” box for all of the items you have returned, followed by the “update” button. While your movies are still in transit, we will most of the time send you one disc immediately, and once we receive your movies, we will send you the remainder.
Please note that the refill feature is not available during the free trial period, but will become available as soon as the free trial is over and you become a paying member.

21. How do I know which titles I will be getting?
We ship you the next available titles from your “Kaku Queue”. We do our very best to ship out titles in your top ten. When we have sent out your movies, you will receive an email stating which movies/video games you will receive.

22. Why do I need to give my credit card info for the free trial period?
We ask for your credit card information when signing up in order to verify your identity and to ensure that you are 18 years old or older. We will not charge your credit card during your free trial period.

23. Is the information I enter secure?
YES! All of your personal information, including your credit card information, is secured and protected by SSL (Secure Sockets Layer) which prevents third parties from having access to such information.

24. I forgot my password – what do I do?
Click on “login” at the top right corner of the website. Click on “Forgot your Password?” and follow the instructions.

25. How many movies can I have in my “Kaku Queue”?
As many as you want! Just be sure to put the titles in the order that you would like to receive them so that we can better serve you.

26. Do I have to return all of the movies at the same time?
No! You can enjoy the movies at your own pace. Return the number of movies desired and we will ship you that same number back!

27. Which browsers are best for viewing your website?
Kaku.ca is best viewed with internet explorer 7 or firefox 3.0 (or higher), to download the latest versions, click on one of these links:
Firefox: http://www.mozilla.com
Internet Explorer: http://www.microsoft.com/windows/Internet-explorer/

28. How come I’m not able to see the movie trailers on your website?
Movie trailers on Kaku.ca are best viewed with the latest version of Adobe Flash player, you can download that here:
http://get.adobe.com/flashplayer/

29. Are all the movies on your website available for rent?
Yes! Here at kaku.ca, we strive to be as honest and forthcoming as possible. This is why all of the titles that you see in our library are available to all of our members. If we do not have the title you are looking for, please let us know and we will be happy to get it as soon as possible. We’re not satisfied until you are!