Frequently Asked Questions
I see you offer multiple options on your videos (for instance Digital or DVD) – what’s the difference?
A DVD is a physical copy that will be mailed to you. It will ship within 2 days from the day you place your order. A Digital or On Demand version gives you INSTANT access to your video so if you’re looking to get to work on improving your game we recommend this option. To stream your video purchases from our website a good internet connection is required.
Do you have any sort of Rewards program?
Yes! You can earn points in a number of ways and earn points that give you cash discounts on future purchases. For full details click the following link: https://bjjfanatics.com/pages/fanatics-points
I’m having trouble getting access to my Digital Purchase?
If you didn’t create an account with us yet, please click here: https://bjjfanatics.com/account/register
Check out this video on how to access your digital content:
***Always remember to log into your account before placing any order.
If you are having trouble and need customer support to help you: make sure to provide your order number as it will help us to resolve your issue faster. Your order number is on the confirmation email sent to you. If you didn't get it, check your spam folder. We don't forget to send confirmation emails - it is an automatic process. If you didn't get an email and it isn't in your spam folder, it is most likely the result of entering a typo in the email address and you will need customer service to sort that out, please allow 1-2 days.
How do I access the videos on my mobile device or desktop computer?
Almost all digital videos now are downloadable and have chapters. For more information on how you can view your video content from your mobile device or desktop visit this page - https://bjjfanatics.com/pages/accessing-your-digital-content-on-mobile-devices
I see my purchase in my account, but there’s no video. What do I do?
Some countries limit access to internet purchases and that can be out of our control... To manage security settings (another common problem): Click on the top right corner of your browser, click the little Key icon in the address bar to display the video.
It’s been a few days, but my purchase hasn’t arrived?
In the majority of the cases, if you didn’t receive a physical purchase yet it’s because you paid for the digital format only. Check the confirmation email sent to you, please check under the title’s name if you really paid for DVDs or COMBO. If you paid for the digital format only, make sure to register the same email address used at checkout with us here: https://bjjfanatics.com/account/register
If you really don’t want the digital format, email us at email@example.com informing us of your order number and request a refund for that reason, so you can buy the DVD format. Make sure to always choose the desired format from the drop down menu.
Do you ship internationally?
Yes! We have customers around the world – we love our international visitors!
Why didn’t I receive award points from my purchase?
Make sure you have created a Rewards account by clicking here: https://bjjfanatics.com/pages/fanatics-points
You only need to create an account once to accrue points and don't have to be logged in to receive points thereafter. As long as you used your account email to purchase you'll get credit. To check your balance just log in to your account.
How do I receive a refund?
In order to receive a refund, please return your order to BJJ Fanatics 100 Cummings Ctr. #246C, Beverly, MA 01915, United States. Include a printed note inside the package with your order number and reason for refund. For digital videos, once you have downloaded the video the return policy is no longer valid. If you refund a digital video that you haven't downloaded yet, once the refund is processed you will no longer have access to watch the video on our site. After 30 days from the date of purchase, you can no longer request a refund whether you downloaded the video or not.
I'd like to purchase a digital download as a gift for someone, how do I do that?
If you'd prefer to buy a video directly instead of giving them a gift card, simply use the email they use for their account with us during checkout and the digital download will get added to their account. They must have an account with us for this to work, so please confirm they do before choosing this option.
How can I get more help?
If you didn't find an answer to your question here, please Contact Us