Support
+1 800 445-COLT (2658)
We're here from 9:00a to 5:00p (Pacific Standard Time, Monday through Friday, excluding holidays)
After Hours? Please use the following e-mails to report problems you are experiencing
- Customer Service
- help@coltstudiogroup.com
For all customer service, account access, billing and login issues. - Colt Store Orders
- orders@coltstudiogroup.com
For all order confirmation, order processing and charge inquiries. - Technical Support
- Report a Problem
For all bug reports, and inquiries about system configuration and requirements. - Become A Model
- http://www.coltstudiogroup.com/modelapp/
- Affiliate Program
- affiliate@coltstudiogroup.com
- Distributors
- wholesale@coltstudiogroup.com
- Order by phone:
- 1-800-445-COLT (2658) M-F 9:00am-5:00pm PST
- Epoch.com
- For help with Epoch.com billing issues, please go to https://epoch.com/billingsupport
- CCBill
- For help with CCBill Billing, please go to https://support.ccbill.com/
ACCOUNT QUESTIONS
A1. How much is membership at COLTStudiogroup.com?
A2. How do I join?
A3. Do you use any credit card security measures?
A4. I've lost my password. Please email it to me.
A5. I'm having difficulties logging in. HELP!
A6. How do I get hold of you if I need help with your site?
A7. How do I cancel my membership?
A8. I'm on AOL and I'm having problems accessing the site. Can you help?
A9. Why does it sometimes take so long to access COLTstudiogroup.com?
A10. I'm completely stuck, and need help. What do I do?
A11. I can’t download pictures from your site.
A12. Issues with Epoch.com billing?
A13. Issues with CCbill billing?
A14. Issues with Verotel billing?
A15. Issues with GXbill billing?
DVD AND VIDEO SALES
S1. How can I order COLT Studio Group DVDs or other products?
S2. How do I receive a Catalog of COLT Studio Group Videos and Accessories?
S3. Do you sell your mail or e-mail lists?
S4. How do you ship my order?
S5. What is your return policy?
S6. I'm outside the United States. Can I use my overseas credit card for ordering?
S7. What does it cost to order from overseas?
S8. Can I order a video in PAL format?
SITE QUESTIONS
R1. I can’t view any videos or pictures, what’s wrong?
R2. Why does the video keep stopping and starting while I'm watching it?
R3. Why can’t I hear the audio when I am watching a video?
R4. The scheduled live show was canceled, what happened?
R5. How do I make the scene full screen?
R6. I just rented a scene/movie and now I can figure out how to play it, Help?
ACCOUNT QUESTIONS | ANSWERS
A1. How much is membership at COLTStudiogroup.com?
The COLTStudiogroup.com monthly membership is $29.95. We also offer a 10-day trial membership for $14.95. Please note that these are recurring charges, which means that if you do not request cancellation of your account, we will continue to bill you on a monthly basis. We also offer a one-month non-recurring membership for $39.95, quarterly recurring membership for $69.95, yearly non-recurring membership for $199.95. We also offer combined memberships with each of our model fan sites for $39.95 monthly (recurring)
Joining COLTStudiogroup.com is simple and easy. Just go back to the Home page and click on "JOIN NOW." You will be directed to our join page where you can choose your plan, or simple click here to be taken directly to that page.
A3. Do you use any credit card security measures?
Your recurring monthly membership purchases are made securely through one of our billing partners: Epoch, CCBill, Verotel, or GXbill
A4. I've lost my password. Please email it to me.
If you have forgotten your username and/or password and would like a copy emailed to you, please click here and fill out at least two fields: http://secure.coltstudiogroup.com/support/lost_password_member.php Please note: Not all email servers work at the same speed. Please allow at least an hour to receive your new password. If, after an hour you have still not gotten an email from us please email us at help@COLTtudiogroup.com or call Customer Service Monday through Friday, 8:30 - 5:30 PST at 800-445-COLT (2658) Outside the US, please call 415-437-9800. You can also write to us at COLT Studio Group, Post Office Box 1550, Boyes Hot Springs, CA 95476. .
A5. I'm having difficulties logging in. Help!
There are a number of reasons why you might not be able to log in. Obviously, if your account has expired, then you won't be able to log in. We have upgraded our security so that only one person can be logged in for each user name: if someone else is logged in with your user name, then you won't be able to log in to www.COLTstudiogroup.com at the same time. Because of the new security, you cannot be logged in on two different computers at the same time. If you've been using the site on one computer and you're going to move to a different one, make sure you log off first. Our system will automatically log you off if you haven't used the site for twenty minutes. If you've logged on at work and forgot to log off, you'll have to wait at least twenty minutes before you can log in at home.
A6. How do I get hold of you if I need help with your site?
If we can be of any assistance to you at any time, please email us at help@coltstudiogroup.com or call Customer Service Monday through Friday, 9:00 - 5:00 PST at 800-445-COLT (2658) Outside the US, please call 415-437-9800. You can also write to us at COLT Studio Group, Post Office Box 1550, Boyes Hot Springs, CA 95476.
A7. How do I cancel my membership?
This depends on which processor you are paying us through. Please follow the appropriate link for the credit card processor you are being billed by:
Epoch.com https://epoch.com/billingsupport
CcBill: https://support.ccbill.com/
Verotel: http://www.verotel.com/support/
GXbill: http://www.gxbill.de
A8. I'm on AOL and I'm having problems accessing the site. Can you help?
One of the things we have to remember when we sign on to America On-Line is that they are the most careful of all service providers regarding Internet Safety for minors. As such, they tend to set defaults to block adult sites. When you log on for the first time, you may have missed the screen that allows you to change that setting.
Follow these steps to fix this:
1. In the main screen name for your account (The one you first used when you set up the account) Click on "Members" Drop down menu
2. Click on "Parental Controls"
3. Click on "Set Parental Controls Now"
4. Set them for "18+" on the Screen Name you will be using to access adult sites
5.Click on "OK"
6. Click on "Set Parental Controls Now"
7. Click on "Go to Custom Controls"
8. Click on "Web"
9. Click on "Web Controls"
10. Set them for "Access All Web" on the Screen Name you will be using to access adult sites
11. Click on "OK" If this does not solve the problem, we can only recommend that you contact AOL Member Services at Keyword: Member Services. Please note: we highly recommend that you use a browser other than AOL, such as FireFox, Safari, or Internet Explorer.
A9. Why does it sometimes take so long to access COLTStudiogroup.com?
A number of factors are involved: Your modem speed, the modem speed of your Internet Service Provider, and the number of "steps" between your ISP and our server can all affect the speed at which our page comes up. Also, during popular time periods, the number of people accessing the website can cause traffic to back up, much as it does on a highway during rush hour. If you're experiencing very slow downloads, try coming back a few minutes later.
A10. I'm completely stuck, and need help. What do I do?
You can use email us at any time at help@coltstudiogroup.com. When contacting us with any problem you might be having with the site, please include the following information: • web browser type and version #, • your internet connection method (dial-up, cable modem/DSL), • operating system type and version # (Windows 98/Me/NT/2000/XP, MAC OS, etc.) Some basic things to try if you are having trouble are clearing the cache of your web browser, making sure you have sufficient free space on your hard drive, and closing other programs.
A11. I can’t download pictures from your site.
Our Images are displayed in a Flash viewer which disallows downloading the pictures to a hard drive.
A12. Issues with Epoch.com billing?
Please go to https://epoch.com/billingsupport
A13. Issues with CCbill billing?
Please go to https://support.ccbill.com/
A14. Issues with Verotel billing?
Please go to http://www.verotel.com/support/
A15. Issues with GXbill billing?
Please go to http://gxbill.com/customersupport.html
DVD & VIDEO SALES | ANSWERS
S1. How can I order COLT Studio Group DVDs or other products from COLT Studio Group?
Click on our Store link at the top of the page and we will be happy to process your order. There are a few things you need to know ahead of time. All orders are shipped via UPS. We will ship to Post Office Boxes via USPS only. We can not ship any of our products to Tennessee and Salt Lake County, Utah. Even though we ship our products in neutral wrapping, many countries outside the United States still have overzealous customs agents. We cannot, therefore, guarantee that your international order will not be subject to customs seizure.
S2. How do I receive a Catalog of COLT Studio Group Videos and Accessories?
Our free online catalog is a great way to search for particular videos or accessories; you can find it at http://store.coltstudio.com. If you would like to receive a print catalog, please send us your name and mailing address, along with a signed statement declaring that you are at least 21 years of age and wish to view adult materials, and a request for any available catalog brochures. Signed statements of age may be faxed to 415-437-9811 or mailed to COLT Studio Group, Post Office Box 1550, Boyes Hot Springs, CA 95476.
S3. Do you sell your mail or e-mail lists?
We at COLT Studio Group value our customers' privacy which is why we NEVER give out ANY information about you and also why our products are shipped in discreet, generic packages with a corporate return address.
All packages are shipped in discreet, generic packaging with a discrete corporate return address.
Standard shipping for all orders within the U.S. are shipped via UPS Home Delivery or U.S. Priority Mail. UPS Home delivery is used for all street addresses. Orders shipped to Post Office Boxes or to Alaska, Hawaii and all other US territories outside the continental U.S. are shipped U.S. Priority Mail.
Orders shipped to Canada and Mexico are shipped via U.S. Global Priority Mail.
All other International orders are shipped via U.S. Global Express Mail.
Our BASE RATE shipping charges apply to ALL orders.
Basic Rate is $9.50 for the first item, plus $3 per each additional item
Orders to Canada and Mexico
Basic Rate + $12
All other International Orders
Basic Rate + $30
Optional Express Rates are only available to orders shipped within the U.S. and include:
UPS 2nd Day
Basic Rate + $15
UPS Overnight
Basic Rate + $30
UPS Overnight with Saturday Delivery
Basic Rate + $35
All orders received prior to 1pm (PST/PDT) on regular business days are shipped same day. Orders received after 1pm (PST/PDT) are shipped the following business day.
Please note that bundles and considered one item when calculating shipping charges.
S5. What is your return policy?
Videos and DVD's are non-returnable except in the case of defective merchandise. Latex items are non-returnable and non-refundable. Defective merchandise may be returned with 30 days of purchase for replacement. If you receive a defective tape or DVD, please contact customer service at 1-800-445-2658 or send an explanatory email to orders@coltstudio.com.
S6. I'm outside the United States. Can I use my overseas credit card for ordering?
We currently accept most major credit cards and money orders in US dollars. We will accept personal check from customers residing in the United States which are drawn on a US bank, however, personal checks are subject to a 15 day hold for clearance of funds.
S7. What does it cost to order from overseas?
Please see our rates list in number 5. Please be aware that due to the nature of our products and local legislation, international orders may be subject to customs seizure and we cannot guarantee that orders will not be confiscated.
S8. Can I order a video in PAL format?
We are no longer creating PAL format items as NTSC format is quickly becoming the standard world wide. Feel free to contact one of our international distributors to locate any remaining PAL formatted versions of COLT Studio Group products they may have.
SITE ANSWERS
R1. I can’t view any videos or pictures, what’s wrong?
To view videos and photo sets on carlomasi.com you need to be using a Mac or a PC that is equipped with Adobe Flash 8 or higher. You can check which version you are running here: http://kb.adobe.com/selfservice/viewContent.do?externalId=tn_15507. If you don’t have Flash 8 or higher installed on your computer you can download the latest version here: http://www.flash.com.
R2. Why does the video keep stopping and starting while I'm watching it?
If a video doesn’t play continuously, it may be due to your connection speed. To fully enjoy our videos, it’s best to have a broadband connection. However, other factors may be contributing to your problem. It’s possible that our servers are experiencing high traffic, which can affect the speed.
R3. Why can’t I hear the audio when I am watching a video?
Please check the volume controls on your computer. Next, check to see if you system meets these requirements for running the video player:
* Macromedia Flash Player 8.0+ plug-in
* Windows 2000 or higher with latest updates installed
* Mac OS X 10.3 or higher
* Firefox 1.1+, Internet Explorer 5.0+, or Safari 1.0+
* Broadband connection with 500+ Kbps
If your system meets all the requirements, but the video player still isn't working properly, please try troubleshooting with a different browser. Also, please test the audio on multiple videos.
R4. The scheduled live show was canceled, what happened?
There are several factors that could lead to the cancellation a live show. The model could be traveling, there could have been something that came up in the models schedule that forced them to cancel the show without notice, or the model could be experiencing technical difficulties. Please remember that the live shows do take place in the models homes and that things may come up. Sometimes we do not have time to pull the scheduled performance from the calendar. We do apologize for any inconvenience that this causes.
R5. How do I make the scene full screen?
Under each scene is a red button to make the screen BIGGER, This will open a new larger display. From the larger display you can select the full screen display mode from the control panel embedded in the movie viewer.
R6. I just rented a scene/movie and now I can figure out how to play it, Help?
When you purchase a scene rental after the transaction is complete it should bring you back to the page of the scene you rented. To the right of the movie screen is a column and in that column it lists the scenes you purchased. Please make sure you have cookies enabled in your browser.
