Help

About Fatso

About us

When can I expect to receive my first discs?

Once your account has been activated we will send out your first movies. In most cases you should receive overnight delivery. We send our movies and TV shows by NZ Post to all customers, and you can choose from Standard or FastPost delivery. Rural Delivery customers may experience slightly longer delivery times.

Does Fatso send movies over the weekend?

Fatso delivers mail on all days that NZ post offers delivery. This can vary from region to region but is generally Monday to Saturday in most areas. NZ Post does not allow lodgement of business mail over the weekend, and therefore we do not send discs on the weekend.

How many movies can I get at once?

This depends on your monthly plan. If you are on a 3 at a time plan, then you will be dispatched up to 3 discs from your Queue. But here's a handy tip! You can use the GetNow function to get up to twice your normal disc allocation for all unlimited plans. Try it out!

Does Fatso rent video games?

Yes the Fatso Games Club rents all your favorite console games. There are no subscription ongoing fees, all games are rented on a daily rate so you can rent as much or as little as you want, as often as you want. See Fatso Games Club here.

Are you open on Public Holidays?

Fatso delivers mail on all days that NZ Post offers delivery. This can vary from region to region but is generally Monday to Saturday in most areas. Our customer service centre is open Monday to Friday, 9am to 5pm excluding public holidays.

Why should I join Fatso?

Fatso is New Zealand’s best and largest online movie, TV show and games rental service . We offer the convenience of movies delivered direct to your door and have the broadest selection of movies, documentaries and television shows to choose from (on DVD, Blu-ray and 3D). Best of all there are no late fees ever!

When you have finished watching a disc, just send it back in the Free FastPost envelope provided and we will send your next movie out as soon as we receive it back from you.

What are your hours of operation?

Our Customer Service Centre is operational Monday-Friday from 9am-5pm.

When will my account be activated?

It depends on your method of payment. If you choose to pay by credit card your account will start immediately. If you choose to payv via Direct Debit we will verify your details with your bank which can take up to 3 working days. Once this is processed your account will be activated.

Don’t forget to choose some movies; we recommend you choose at least 10 movies to put in your rental queue so we always have something to send you.

Contact us

How do I contact Customer Service?

Please contact us through our customer service contact centre or call us on 0800 232 876. Our hours of service are Monday-Friday 9am – 5pm. Or email: info@fatso.co.nz

How do I contact the Fatso Sales and Marketing team?

For marketing enquiries please email: business.support@fatso.co.nz

I have some positive feedback about a Fatso service or staff member, how can I let you know?

We are happy to hear that! Please contact us through our customer service contact centre or send us a letter to: Customer Service Fatso.co.nz PO Box, 8434, Symonds St, Auckland.

Free trial

How long will my Free Trial last for?

Generally the free trial lasts for two weeks, unless otherwise specified.

What are the Terms and Conditions of the free trial?

Please click on the Terms of Use link at the bottom of the Fatso Home Page for more information.

When will my free trial start?

It depends on your method of payment. If you choose to pay by credit card your account will start immediately. If you choose to pay via Direct Debit we will verify your details with your bank which can take up to 3 working days. Once this is processed your account will be activated.

Don’t forget to choose some movies and add them to your queue; we recommend you choose at least 10 movies to put in your rental queue so we always have something to send you.

Why do I need to provide you with a method of payment if the trial is free?

You will need to provide a valid payment method to join Fatso. While you will not be charged for your Free Trial this information is required for security reasons. If you do not wish to proceed to a paid plan you will not be billed at all – provided you cancel BEFORE your free trial ends and you return all movies to us. Please refer to our terms of use for more details.

I want to sign up for a free trial with Fatso, how do I go about it?

That's great news! It's very simple to sign up for a free trial. Simply click on one of the 'Free Trial' buttons on the homepage and follow the prompts.

Gift vouchers

Someone has given me a Fatso gift voucher! How do I use it?

If you are an existing Fatso member, simply email us with your Gift Certificate number and we will credit your account with the amount of the gift subscription. If you don't have an existing account and would like to activate your Gift Subscription, simply enter the Gift certificate number when prompted whilst registering.

Does my gift subscription start from the date of purchase?

No, your gift subscription starts from the date the recipient redeems the voucher and registers on the Fatso site.

I want to buy a Fatso gift voucher, are they available?

Yes! Fatso Gift Vouchers make the perfect gift for any occasion, birthdays, Christmas, Mother’s Day, anniversaries or just because you're feeling generous! We have options to suit any budget with Gift subscriptions available for 1 month to 1 year on any of our subscription plans. If you know someone who just loves movies then look no further. Give the gift of Fatso today!

Giving the gift of Fatso couldn't be easier. Just click on the gift voucher link in the top right hand corner of the Fatso homepage then follow the simple 3 step process which takes less than 5 minutes.

I don't have a credit card, can I still use my gift voucher?

Yes, Fatso also accepts Direct Debit. Whilst you will not be charged during the period your gift voucher covers, we still require these details to verify your age, identity and to protect ourselves from fraud or theft. Having this information on hand also makes the transition to a monthly paid plan much easier, should you wish to do so.

My friend is already a member of Fatso, can I still purchase a gift certificate for them?

Certainly! If they are an existing Fatso member, they can simply email us with their Gift Certificate number and we will credit their account with the amount of the gift subscription.

Is there an expiration date on my voucher?

Generally vouchers will expire 1 year from the date of purchase.

My gift subscription is about to end, what do I do now?

If you wish to prevent being charged by Fatso then please cancel your account before your subscription period expires. If you would like to continue receiving movies from Fatso then you don't have to do anything. We already have your details, just make sure you have enough discs in your rental queue and you're away! If you would like, you may select an alternative plan from the range of plans we have available.

Plans and services

Are there different rental plans that I can choose from? How much do they cost?

Yes! We have plans to suit all viewing preferences and budgets. You can view our current list of plans and prices from the 'Change plan' link on the My Account page of the website.

How many movies will you send me each month?

If you are on one of our unlimited plans then the number is only limited by how fast you can watch and return your movies. Other plans have a maximum number of discs per month. Check the 'My Account' section for details.

I want to change plans, how do I do this?

You can change your subscription plan by clicking the 'change plan' link in the My Account section of the site.

I downgraded my account and now I have too many movies out, will you charge me?

If you are downgrading to a plan with fewer discs then this will only take effect on your next billing date.

Signing up

How do I sign up for a Fatso account?

To join Fatso.co.nz simply visit our homepage and click the Free Trial Button. We will then ask for your personal details, your delivery address and credit card (or bank account) details (for security reasons during the free trial).

If you have a voucher or promotion code then be sure to enter that where it says ‘Promo Code’. You can then start browsing our library and renting the movies you would like to watch.

Can I sign up at any time, or should I wait until the first of the month?

You can sign up at any time. You will be billed on the same day of every month i.e. The day you were first billed. In most cases this is the day after your Free Trial ended.

When I tried to sign up for a membership I received an error message, what should I do now?

There could be several things wrong which are usually easily resolved. Please feel free to contact us through the Fatso customer service contact centre for help. We will endeavour to get back to you as soon as possible.

Terms and conditions

What are the Terms and Conditions for cancelling my Fatso account?

Please click on the Terms of Use link at the bottom of the Fatso website to view them.

Is there an age restriction for joining up to Fatso?

Yes, you must be at least 18 years of age to join Fatso.

Technical

DVD care

Am I able to wipe my discs clean?

If you are unable to play a movie, try cleaning the disc by wiping with a soft lint free cloth from the centre outwards. Do not wipe the disc in a circular motion. If it still won't play, please report it damaged in the Movies At My Place section of the website.

What is the best way to handle my movies?

Handle discs by the outer edge or centre hole only. Do not touch the underside of the disc. When not in use keep the disc out of direct sunlight in its protective case.

Playback

The movie I want to watch is NTSC format- will it still play in my machine?

While Fatso does offer some NTSC format movies, whether you are able to view it depends on your television. NTSC is the US standard defining how video images and sound are displayed on a TV screen. PAL is the standard used in New Zealand. All TV sets sold in New Zealand should playback PAL format. Many newer TVs will playback NTSC format video and sound. Wherever possible, we only stock PAL versions of movie titles to ensure you can watch all our movies on any TV set, but sometimes, if a high demand movie title is only available in NTSC format, we will stock the NTSC version.

Please make sure when you are selecting a disc that your television is compatible. For the most part Fatso offers Region 4 compatible movies (includes Region 0). These movies are distributed in countries such as Australia, New Zealand, the Pacific Islands, the Caribbean, Mexico and South & Central America. This means that some movies that are available in other regions, such as Europe and the United States, may not be available here.

My movie has no sound, what should I do?

You need to go to the audio setup menu on your DVD or Blu-ray player and try selecting a different format.

The movie is in black and white, what should I do?

Firstly make sure that the movie is meant to be shown in colour! If it is then check whether or not the movie is in NTSC format. If this is the case then it is possible your TV isn't compatible with this format. Check your TV manual or with the manufacturer for further information.

Trouble signing in

I'm having trouble logging into my online Fatso account, what should I do?

Have you forgotten your password? If so, we can email you a temporary one. Just click on the 'Forgot Your Password' link on the login page. Once logged in you will need to change your password by clicking on the button and then clicking on the Update My Details link. For any other problems please contact us through the Fatso customer service contact centre.

Using the Fatso service

Adult

Will it cost me extra to receive Adult films?

No, adult films are counted as part of your normal monthly plan.

Availability

There is a movie I really want to see but the wait period is long, can you tell me exactly how long I am likely to wait?

Firstly, make sure you prioritise the discs you have selected in your Queue. This tells us which titles you would prefer to see before others. We will aim to send your movies and TV shows in the order you have indicated. However if a particular movie is unavailable due to demand, we will send you the next one off your list. Titles can be prioritised by visiting your Queue and changing the numbers in the priority column displayed next to each title.

I searched for a specific title but it isn't on your website, can I request it?

If you want to request a title that we do not have, simply click on the 'Suggest a Title' link on the My Account section of the website.

Am I able to rent New Releases?

Yes, certainly. We are constantly adding to our selection, meaning you can choose from a wide range of up to date New Releases. Simply search for the movie you want to rent and click on the 'Add' button. This will add the movie to your Queue and we'll send it to you once it becomes available.

What types of movies does Fatso offer?

Fatso.co.nz has the largest movie, TV show and games library in New Zealand, with tens of thousands of titles to choose from and hundreds of thousands of discs in stock. We have everything from the latest in new releases, classics, festival and foreign titles, adult movies, documentaries, kids' movies and TV series. With an ever-expanding library of movies, TV shows and games to choose from, selecting entertainment that suits you has never been so simple and convenient.

How do I search for a specific movie?

If you're looking for a particular movie title, actor or director, then try using the powerful search engine. You can also easily browse through our extensive library which is classified into many genres and sub-genres or look

Box sets

How do I add a TV box set to my queue?

Simply click on the Queue button of the specific TV series you wish to see. The entire series will be added to your queue.

Deliveries and returns

How does Fatso deliver my movie and TV shows?

Fatso sends the movies to you in a specially designed protective case inside a standard sized envelope. We also send a Fast FreePost envelope for you to return the movies after you have finished watching them. Fatso uses NZ Post to deliver to all customers.

I returned a movie/TV show/game, but it is still listed on the website as being 'out', what should I do?

If the disc is still listed as 'out' after four days then contact us through the Fatso Customer Service ontact centre to discuss it with us.

Am I supposed to return all my movies together?

No, you can return movies separately however you can return up to 4 discs in a single envelope. We provide multiple envelopes for you send the discs back separately. If you require more envelopes please contact us through the Fatso customer service contact centre.

Will you let me know when you receive my movies back?

Yes. Unless you elect to no longer receive notification emails, we will send you an email confirming we have received the movie back.

When do I have to return my movie?

You may return it whenever you have finished with it. If you have requested that your account be cancelled then you must return all discs to us before your account cancellation can be finalised.

What will you do if I don't return my movies?

You are able to hang onto your movies for as long as you like whilst you remain a Fatso member. All movies must be returned in order for your account cancellation to be complete.

Am I expected to sign for my movies/TV shows or games?

No, definitely not. Our movies are delivered to your letter box by NZ Post.

Can I have my movies sent by FastPost?

Yes, you can upgrade to an FastPost version of your plan to receive your movies sooner. This upgrade is only a small amount extra each month. You can upgrade by going to your ‘Account’ section and choosing the FastPost version of your plan.

Can I get you to send my movies to my bach while I'm on holiday?

Yes! Simply change your address details online in the My Account section of the Fatso website. Don't forget you are responsible for changing your address back before you return home!

Will Fatso deliver outside of New Zealand?

Fatso only delivers within New Zealand.

Envelopes

I can't find the prepaid return envelope, what should I do?

Simply contact the customer service team through Fatso’s contact centre to request a new one.

I have lost the protective sleeve for the movie, TV show or game, what should I do?

Simply contact us through the Fatso customer service contact centre or call 0800 232 876 to request a new one.

Groups

What is Group Management and how can I manage my Groups?

The Group Management Feature allows you to create groups and assign the movies in your rental queue into those groups. We will then try to keep everyone in your household happy by sending out an even spread of movies across each group. You can create and manage your groups by clicking on the Add/Remove Groups link on the Rental Queue page.

How it works

How does Fatso work?

Fatso is an online movie and TV show rental company that delivers entertainment direct to your door. We have the largest movie and TV show library in the country to choose from. There are no due back dates or late fees, ever. You can rent as many movies as you like with packages starting at very economical prices. First you create a list of movies you wish to watch from our huge range. We'll then send movies from your list, via NZ Post. Once you've finished you return the movies in the Fast FreePost envelopes supplied and we will send more titles from your list back to you! The number of movies you watch depends on how quickly you view and return your movies! And remember there are no late fees, no due dates and postage is free both ways.

My queue

How do I find out which movie I will receive next?

You can view all the movies you currently have out under the ‘Movies Currently At My Place section’ on Queue page. Below that is Queue itself which shows the list of movies you are requesting and your preferred order for the movies to be dispatched. We send out new titles the very same day your previous discs are received back by us. In the case where a particular title is unavailable, we will send you the next one from your list.

Do I have to have 10 movies in my queue? I don't think I have that many movies I want to see.

In order to ensure that we can always send you a movie we recommend you keep at least 10 movies in your rental queue for all the capped plans. This is because some movies are in high demand and we may have to send you discs further down your list sometimes. For higher disc plans we recommend you have more discs in your queue to avoid disappointment.

How do I add a movie to my rental queue?

Anywhere you see a movie, you will also see a ‘Add’ button displayed underneath or beside it. Just click the Add button and the movie will be added to your queue. If you wish to set the priority of this disc please visit the My Queue page and change the number beside the title of the movie you wish to update.

I wish to cancel/suspend my account. How long will you save my rental history for?

We will save your rental history indefinitely. However, when you reactivate your account your old rental history won’t be accessible. You will just need to give us a call and we’ll restore it for you.

How can I delete a movie from my Rental Queue?

Simply go to My Queue and click on the 'x' beside the title you wish to remove.

Where can I find a list of all the movies I have rented from you?

You can view all the movies you have rented in the past by clicking the View Rental History link in the My Account section of the site.

Search

With the largest movie, TV show and game library in the country, how do I find the movie I want to watch?

We make it easy for you to find the movies you want to see. You can easily browse through our extensive library which is classified into many genres and sub-genres; or try searching for a particular movie title, actor or director using the powerful search engine. There are feature lists for new releases, coming soon, most popular and many more. And don't forget we offer personalized recommendations based on your own viewing preferences.

Your Account

Billing

I cancelled my account just after my monthly payment went through. What happens now?

Accounts are charged monthly in advance and we do not offer any cash refunds for partially used periods. To avoid paying for periods you do not wish to use, we recommend that you cancel BEFORE your monthly billing date.

I have a billing enquiry, what should I do?

For all billing enquiries please contact us through our customer service contact centre. Please have all your account details handy.

How much am I being charged each month?

That depends on the plan that you have selected. You can see your current plan on the My Account page of the website. If you are not yet a member, you can see the available plans on the How it Works page.

Am I able to change the day of the month I am billed?

If you wish to change the date of your payment, please contact us through the Fatso customer service contact centre.

I want to change my method of payment, how do I do this?

If you wish to change your payment method go to My Account section of the website and click on Change Payment Method link. Then update your credit card details or switch to Direct Debit filling in the paperless online authority.

What day will my monthly payment go through?

You can view your Billing Date information in the My Account section of the website.

My last payment didn't go through, what should I do?

Please login and follow the instructions on your Fatso homepage. If you have any queries please contact us through the Fatso customer service contact centre.

What day will my first payment go through?

You start paying the day after your free trial ends. Thereafter you will be charged on your billing date, monthly in advance.

I pay by direct debit and want you to charge a different bank account. Can I change my details online?

You can - you’ll simply need to re-enter your new account details online through the ‘Update’ link on the Payment section of My Account.

How will my monthly payment appear on my bank statement?

Your monthly payment will appear with the reference 'Fatso'.

Cancel or suspend account

I would like to cancel my Fatso account, how do I do this?

You are able to cancel your account at any time by calling us on 0800 282 588.

Alternatively, you can temporarily put your account on hold by clicking the 'Put account on hold' link in the My Account section of the site. Accounts can be suspended for up to 3 months and will automatically re-activate at the end of the suspension period. The suspension will not take effect until all discs are received back to our dispatch centre.

I have cancelled my account, will you charge me a cancellation fee?

We do not charge cancellation fees but your membership will be considered active until you return all outstanding discs back to us.

What are the Terms and Conditions for cancelling my Fatso account?

Please click on the Terms of Use link at the bottom of the Fatso website to view them.

I want to cancel my account. How can I ensure you do not send any more discs to me?

Once your cancellation request has been processed we will stop sending further discs to you. If we have received discs back from you on the same day that you wish to cancel your account, then we may have dispatched movies to you already. Please contact us through our customer service contact centre immediately for further information.

I have cancelled my account, how long do I have to return my movies?

You should return our discs immediately. Please note we will allow a 2-3 day window for discs to arrive back to us.

I have cancelled my account but you have sent me another movie. Why? Will I be charged?

Depending on the time of day you cancelled your account we may have already dispatched your next movies to you. Just send these movies back to us asap. If they are received back within 7 days of your cancellation we will not charge you for these discs.

I would like to suspend my Fatso account, how do I do this?

You can temporarily put your account on hold by clicking the 'Put account on hold' link in the My Account section of the site. Accounts can be suspended for up to 3 months and will automatically re-activate at the end of the suspension period. The suspension will not take effect until all discs are received back to our dispatch centre.

I'm going on holiday, can I suspend my account for the time I am away?

You can temporarily put your account on hold by clicking the 'Put account on hold' link in the My Account section of the site. Accounts can be suspended for up to 3 months and will automatically re-activate at the end of the suspension period. The suspension will not take effect until all discs are received back to our dispatch centre.

I wish to reactivate my account, but it was cancelled due to payment problems, can I do so?

Almost certainly. Please contact us through our customer service contact centre so that we can work this out with you.

I wish to reactivate my account, how may I do so?

We are happy to have you back! Just login to your existing Fatso account and reactivate the account by clicking on the link as indicated. If you require further assistance then please contact us through our customer service centre.

Credit

I attempted to enter my credit card details online, but had some trouble, can you help me?

Of course! Please contact us through the Fatso customer service contact centre. We are always happy to help.

My credit card was over the limit this month and my payment hasn't gone through. What should I do now?

Please login and follow the instructions on your Fatso homepage. If you have any queries please contact us through the Fatso customer service contact centre.

My credit card isn't working, why not?

This could be for a number of reasons. Please make sure your credit card details are entered correctly on the website. Check that your credit card is still valid and that you haven't gone over your limit. If all else fails get in touch with us straight away through our customer service contact centre so we can organise your monthly payment.

Lost or damaged discs

You sent me a damaged disc, what should I do?

We are very sorry about that! Please let us know by reporting the movie as damaged in the Movies At My Place section of your Queue. If you want us to send you a replacement disc please check the 'Send me a replacement disc' box.

I accidentally lost/broke/damaged a disc. How can I let you know?

If you have lost/ damaged a disc use the 'Report a problem' link provided for that title in the Movies At My Place section of your Queue.

My movie/TV show/game isn't working, what should I do?

We are sorry about that! If your disc appears to be damaged, please use the 'Report a problem' link provided for that title in the Movies At My Place section of your Queue. If you require a replacement copy check the box marked 'Send me a replacement disc'.

My movie/TV show/game won't play, what should I do?

If the disc appears to have a smudge on it try cleaning the disc by wiping with a soft lint-free cloth from the centre outwards. Do not wipe the disc in a circular motion. If it still won't play, please report it damaged in the Movies At My Place section of your Queue. We will send you a replacement copy if you wish.

I thought I had lost a disc, but it has turned up again. What do I do now?

After you have watched the movie, return it to us. Once we have receive the disc back it will no longer be marked as ‘lost’. If we have charged you for the lost disc we will apply a credit to your account. If you have any additional queries please contact us through the Fatso customer service contact centre.

My disc appears to be damaged; can I still watch the movie?

The best thing to do is test it in your DVD or Blu-ray player. If it won't play, please report it as ‘Damaged’ in the Movies At My Place section on the site. We will send you a replacement copy if you request us to.

Methods of payment

How can I pay for my Fatso membership?

You can pay your Fatso subscription by Credit Card or alternatively you can set up a Direct Debit authority online.

RD1

I live in the country, is there a difference in how I will receive my movies from Fatso?

Fatso delivers via NZ Post to anywhere in New Zealand to ensure prompt delivery times. You will receive your movies the same way you receive your postal mail.

Do you charge extra to deliver to rural areas?

No, definitely not.

Where in NZ will Fatso deliver?

Fatso delivers everywhere in NZ!

Updating your details

How can I view/alter my account details (i.e. Name, email address, mailing address)?

You can view and update your personal details in the My Account section of the site.

I am moving house, how do I let you know my new details?

You can change your details online in the My Account section of the site.

I wish to change my password, am I able to do so?

Yes, you can change your password, or any of your account details at any time by visiting the My Account section of the Fatso website.

I no longer wish to receive the Fatso newsletter or notification emails, how can I stop this?

To unsubscribe from Fatso's monthly newsletter, just go to the My Account section of the site and click on the Email alerts link. There you can uncheck the newsletter subscribe option as well as other email subscription options.

Oh no! I've forgotten my password, can I get a new one?

You can request a temporary password by clicking on the 'Forgot Your Password' link on the login page. Once logged in you will need to change your password by clicking on the button and then clicking on the Update My Details link.