Due to a production error, our initial release of INCREDIBLE BUT TRUE (FCD2323 / AV474) presented the film incorrectly framed in 1.78:1 aspect ratio, rather than the intended 2.35:1 aspect ratio; our replacement programme is now live.
The error has been fixed, replacement discs manufactured, and stock re-worked in the UK and US. This means a direct purchase from arrowfilms.com or arrowvideo.com will have the corrected disc.
Please note that:
- The corrected disc is identified by ‘V2’ written on the disc after the catalogue number, please check your disc before getting in touch
- Discs for US and Canada based customers will ship from our distribution partner in the US, all other customers will have their disc ship from Arrow in the UK
***Direct Orders from Arrow***
The error was identified before stock had shipped so your order will be on its way to you with the corrected disc as soon as possible.
***Orders Via Other Retailers (Amazon, Zavvi, HMV etc.)***
Please contact us via your Arrow account or via social media with a copy of your proof of purchase attached along with your shipping address in order to receive the disc.
If you no longer have access to your proof of purchase then please write the date and your full name on the face of your affected disc and attach the photo to your message, this will count as your proof of purchase. Please make sure this is directly on the disc itself and not on paper or anything else on or near the disc.
Thank you for your understanding and continued support, please let us know if you have any questions that are not covered in the article or following FAQ.
***FAQ***
Q: What is the issue?
A: Due to a production error, our initial release of INCREDIBLE BUT TRUE (FCD2323 / AV474) presents the film incorrectly framed in 1.78:1 aspect ratio, rather than the intended 2.35:1 aspect ratio.
Q: I have multiple copies of Incredible But True, will I receive multiple replacement discs?
A: You will receive the number of replacement discs matching the number of copies bought on your order. Please make sure you have all applicable proof of purchase details before speaking to customer service.
Q: What counts as a proof of purchase?
A: A copy of your order confirmation from your retailer. Please make sure that product and order information are clear and that we can identify this proof as unique to your order, i.e. name and order number.
Q: What can I do if I no longer have my proof of purchase?
A: Please write the date and your full name on the face (picture) side of your INCREDIBLE BUT TRUE disc and attach the photo to your message with the requested information, the date and name must be written directly onto the disc itself. This will count as your proof of purchase.
Q: I’ve applied, where’s my disc?
A: Unfortunately for this, we can’t send shipping notifications. Replacement discs shipping to the UK will be untracked. All other shipments will be tracked but not visible on your Arrow account. If your delivery address is outside of the UK and you’d like to request your tracking details, then please get in touch here with our Customer Service team; we will endeavour to update you as soon as possible. After your replacement has been confirmed by our team, it will normally ship out to you within 2 weeks.
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