Frequently Asked Questions

When Will I receive my order?

If the videos you ordered have already been produced and edited you can typically expect your order to ship via USPS in 2-3 business days. High demand items may take slightly longer to ship.

Orders for videos that are still going through our production process as well as preorders will ship in the order received once the video has gone through our production process and been fully edited.

Our production process typically takes 2-3 weeks but may take more or less time depending on the length of the show and the number of events that we were able to cover.

If you have any questions about the status of your order, feel free to e-mail us and we will get back to you as soon as we can. Please include the email address associated with your order along with any reference numbers you may have to assist us in looking up your information.

Do I have to have a PayPal account to order a video?

No, you do not need to have a PayPal account to order from our online store.

When you get to the payment screen you will see an option to pay with a credit card without logging into PayPal. You can use any major credit card to complete your order.

Do you ship videos Internationally?

Yes! We do accept international orders. If your order includes DVD or Blu-ray discs you will be unable to fully complete the checkout process online.

Instead, e-mail us a list of the items that you want to purchase and we will calculate the shipping cost and send you a link that you can use to pay for your order.

Our DVDs and Blu-ray discs are not region locked with country codes but please keep in mind that our DVDs use NTSC 480i video and our Blu-ray discs are in the 1080i60 format. If you live in a country with the PAL video system, make sure your player and display are capable of accepting these video formats.

Our streaming videos will work anywhere in the world and because they are delivered digitally there are no shipping charges! International customers can order streaming videos online without having to email us for a shipping quote.

Will every dog be included in the video? What classes and events are included?

We make every effort possible to ensure that every dog at the show is included in our video coverage of the event. We cover every conformation class and we also cover as many performance events as possible if the venue allows.

Our goal is to cover as much of your show as possible. We do not shorten or cut out dogs or events due to time limitations. Instead, we carefully edit video from multiple cameras to provide as much coverage of every dog as possible.

What is the difference between a DVD and Blu-ray disc?

Our Blu-ray discs contain full high definition video and high quality audio designed to be watched on a high definition TV. The video on a Blu-ray disc contains over twice the resolution of a standard DVD giving you amazingly sharp video and clear audio.

It is important to remember that Blu-ray discs require a Blu-ray player to view. You cannot play them in a standard DVD player, even if you have a high definition TV. However, most Blu-ray players can play standard DVDs as well. Please ensure that you choose the right type of disc for your player!

DVDs contain standard definition video and can be played in virtually any DVD player. Our DVDs look good on both standard definition and high definition TVs but DVD video does not contain as much detail as Blu-ray video.

If I have a problem with a video, can I return it?

All of our videos on DVD and Blu-ray are covered under our 30 day satisfaction guarantee. If you have any problems playing our DVD or Blu-ray discs within 30 days of purchase please e-mail us.

We will either replace the discs at no cost to you or refund the purchase cost depending on the nature of the problem.

Is it possible to order a custom video containing certain classes or dogs?

Yes, we do offer custom DVDs and Blu-ray discs that contain any video that we have of a particular event or group of events.

Custom discs take extra time to process because we edit the videos of your choice, encode them with a high quality encoder, and design a custom DVD or Blu-ray menu just for you. Custom discs often cost slightly more than our regular discs.

If you are interested in this service please e-mail us at wbo@gemedetvideo.com. Please include a description of what video you want on the disc and we will send you a price quote.

I am a show chair, what do I need to do to get my event filmed?

Show chairs or other representatives can contact us via e-mail and we will coordinate with you to get your event filmed.

Can I play your streaming videos using an iPhone, iPod Touch, or iPad?

Yes! Our streaming videos work on any Apple iOS device running iOS 6 or later however for the best experience we recommend updating your device to iOS 7 or later. As always, please try playing one of our free videos or our test video before purchasing access to any of our paid streaming videos.

If you have trouble playing videos on your iOS-based device make sure you are connected to a fast enough Internet connection.

Can I play your streaming videos on my Android tablet or phone?

In most cases Yes! Our streaming videos work best on devices running Android 4.0 or later. As always, please try playing one of our free videos or our test video before purchasing access to any of our paid streaming videos.

If you are having problems viewing videos on Android, please check for any available OS updates for your device and try again.

The streaming videos do not play or constantly skip. What can I do to fix it?

If you are viewing our videos from a desktop or laptop, first make sure you have the latest version of the Adobe Flash Player installed on your computer.

Also make sure you are using a high speed Internet connection such as DSL, Cable, or Satellite service. Our videos will not play over a Dial-up connection. If you are using a mobile device, try playing the videos while using a WiFi connection.

I have purchased access to a streaming video, when will my videos become available?

Generally you will receive access to streaming videos within 5 minutes of placing your order if not sooner.

If the videos that you ordered are listed as Coming Soon or a Pre-order then the video will become available as soon as we finish editing and uploading it.

If you have any questions about the status of your order, feel free to e-mail us and we will get back to you as soon as we can. Please include the email address associated with your order along with any reference numbers you may have to assist us in looking up your information.

I ordered access to a streaming video. How long will I be able to watch the videos?

Streaming videos will be available for at least 12 months from the date of purchase, longer if possible.

I have purchased access to a streaming video, but I can't view the video. Can I get a refund?

Generally streaming video purchases are none refundable. We will only issue a refund for streaming videos if we are unable to provide video coverage for a particular event that was promised at the time of purchase.

We do not provide refunds if your computer, tablet, or mobile device is unable to play the video for any reason. We only provide refunds in the unlikely event that we are unable to make the video available due to technical difficulties with our equipment.

We recommend viewing one of our free videos or our test video prior to purchasing access to our streaming videos. All of our videos are in the same format so if our free videos play on your computer than our other videos should also play just fine.

If you still have problems with your streaming video, please e-mail us and we will try to assist you.