Frequently Asked Questions

Q: How do I contact MovieQ Customer Service?

If you don't find the answer to your question in the MovieQ FAQ, you can reach a friendly MovieQ Customer Service Representative two ways:

  1. Call MovieQ, 24 hours a day, 7 days a week, at 1-866-300-9889
  2. Send MovieQ an email any time at customerservice@movieq.com, and you should expect a response within 48 hours.

Q: For single-night rentals, when are Discs due back at a MovieQ?

To pay for just one night, make sure you get your Disc back by 9:00 p.m. the evening after you rented.

Q: What if I'm late?

At MovieQ, each evening at 9:00 p.m. begins a new rental period. Each night you will be charged the additional night fee plus tax.

Q: How do I get a receipt for my Disc rental?

Enter your email address when you rent and MovieQ will send you email receipts and return confirmations for all your rentals.

Q: I returned my movie, but my card has not been charged, why?

Most often your card will be charged immediately, but processing of your payment can take several days.

Q: How can I receive promotional codes for free MovieQ rentals and other offers?

MovieQ periodically sends special offers to customers who have signed up to receive emails. Click here to sign up for the program now!

Q: How do I redeem promotional codes at a MovieQ?

Just follow the three steps below to redeem your code at any participating MovieQ:

  1. Make your Disc selections and add them to your shopping cart
  2. Touch "ADD PROMO CODE" in your shopping cart on the MovieQ touch screen
  3. Your discount will be applied during check out

Please note that MovieQ is able to honor promo codes for online reservations made on MovieQ.com.

Q: What if the store where I rented from is closed?

You can return your title to the exterior return slots near the front door of the store. You can return your DVD to any other MovieQ. You can also choose to keep the DVD for the additional nightly fee plus tax.

Q: When are new releases available?

New Disc releases are added to every MovieQ every Tuesday.

Q: What do I do if my Disc is unplayable or the wrong Disc is in the case?

Please contact MovieQ Customer Service at 1-866-300-9889, 24 hours a day, 7 days a week, or send MovieQ an email at customerservice@movieq.com. Please note that MovieQ cannot refund charges that are older than 90 days.

Q: What if I lose the DVD case or DVD?

You can purchase a new generic case for just $1.00 right from any MovieQ store. Look for "Empty Case" from the MovieQ Vending Machine. Still need help? Please call MovieQ Customer Service at 1-866-300-9889, 24 hours a day, 7 days a week.

For lost Discs, unless you contact us sooner to arrange to purchase the lost title, your credit or debit card will automatically be charged the then applicable sales price for that title + tax after 14 rental days.

Q: I'm trying to return my Disc and MovieQ won't accept it. What should I do?

Make sure the Disc you're trying to use is, in fact, a MovieQ Disc.

Still need help? Please contact MovieQ Customer Service at customerservice@movieq.com or call 1-866-300-9889, 24 hours a day, 7 days a week for prompt resolution of your problem.

Q: What if my credit, debit or MovieQ Cash Card is charged incorrectly or my credit, debit or Cash Card transaction is denied?

Please contact MovieQ Customer Service at customerservice@movieq.com or call 1-866-300-9889, 24 hours a day, 7 days a week, and have your credit, debit or MovieQ Cash card available for verification. Please note that MovieQ cannot refund charges that are older than 90 days.

Q: Can I return my Disc to any MovieQ location?

Yes, you can return your Disc to any MovieQ nationwide.

Q: Why does MovieQ ask for my zip code or pin code and my email address?

MovieQ asks for your zip code or pin code as a part of the billing process.

Your email address lets MovieQ provide you with receipts, return confirmations, and occasional special promotions. Please review the MovieQ's Privacy Policy.

Q: Do I need to be 18 or older to rent or buy Discs from MovieQ?

MovieQ limits the opening of MovieQ Cash Card Accounts to individuals who are 18 years of age or older. While the holder of a MovieQ Cash Card Account may allow someone under the age of 18 to use their MovieQ Cash Card, such use must be authorized by and under the supervision of the MovieQ Cash Card Account holder. For more details, including the use of major credit cards at MovieQ, please Click Here.

Q: What is the MovieQ refund policy?

MovieQ cannot refund charges that are older than 90 days.

Online FAQ

Q: So, now I can actually rent a Disc online?

Yes. MovieQ now allows you to reserve a rental online. Pick your Disc up when you want to at any MovieQ store. With no mailing. No waiting.

Q: How does renting a Disc online work?

  • Visit MovieQ.com
  • Enter your zip code in the zip code field, and a list of nearby MovieQ locations will appear
  • Select a store
  • Find a title you'd like to rent or buy by clicking on the image
  • Click "RENT" or "BUY"
  • Sign Up for an Account or if you've previously registered for an Account, Sign In and you'll be taken immediately to the billing detail page to confirm your purchase.*
  • After confirmation, proceed to MovieQ store, press "ONLINE PICK UP" and swipe your major credit, debit or MovieQ Cash card (make sure it's the one you used to open your account).

Q: Am I charged from the minute I click "RENT"?

Yes. But once you've received your confirmation email, you're guaranteed that your title will be available at MovieQ when you get there.

Q: What happens if I don't pick up my Disc?

If you don't pick up your Rental Disc by 9 p.m. on the evening following your online rental transaction, your debit, credit card or Cash Card will be charged for the first night + tax, and the Disc will be released for another customer to rent. If you don't pick up your Disc Buy purchase within 10 days of your online purchase, your debit, credit card or Cash Card will be charged the purchase price + tax and the Disc will be released for another customer to rent or purchase.

Q: Can someone going directly to MovieQ rent or buy my copy before I pick it up?

No. If you've received your confirmation email or have waited for the confirmation screen on MovieQ.com, your title is reserved for you only.

Q: I want to know what happens in the very, extremely unlikely occurrence that while my online rental or purchase authorization is being completed someone else rents my title

Virtually impossible. A buffer is maintained to all but eliminate such an eventuality. If, for some reason however, your title is not waiting for you, please contact customer service at customerservice@movieq.com or call 1-866-300-9889. Please note that MovieQ does not refund rentals, purchases or extra night fees that are older than 90 days.

Q: Is it possible to rent DVDs in another MovieQ city to which I'm traveling?

Yes. You can rent or purchase them ahead of your arrival if you wish.

Q: Can promotion codes for free rentals be used when renting online?

Yes, you can use Promo Codes online, however you must use your credit, debit or Cash Card to pick up your rental or purchase and secure any additional charges which may apply.

Disc Care

As an optical medium, a Disc is exceptionally well-suited to the rigors of real life. However, discs are not indestructible. Here is some basic information on the care and cleaning of discs.


  • Handle the disc by the edges.
  • Do not touch the shiny surface where dirt, oil and fingerprints can leave residue. .
  • Store the disc in its case (except when using it) by seating it firmly in the center holder.
  • Do not place discs in direct sunlight, on a heat register, or in the microwave. Also, do not scratch, fold, or bend disc.
  • Clean discs with a solution of water and a mild detergent or basic rubbing alcohol.
  • Do not use abrasives, solvents, or highly acidic cleansers.
  • Use a soft, lint-free cloth, and wipe gently in a straight line from the center of the disc, outward to the edge.
  • Do not get the MovieQ RFID tag on the disc hub wet or torn during the cleaning process.

If the disc is scratched or damaged, please return to a MovieQ store and contact us.

Where to contact us:

By mail:

MovieQ
2701 Media Center Dr. Los Angeles,
CA 90065

By Phone or E-mail:

Phone: 1-866-300-9889
Email: customerservice@MovieQ.com

MovieQ takes the privacy of your personal information very seriously. Please review MovieQ's Privacy Policy.