This happened some time ago. I was charged for a video and it never arrived. I called after giving extra time and was assured that it was on its way. When it still never came, I googled the company to find the phone number to call again, and instead, found many many websites with people saying they were ripped off. So, I called him back and he said that it wasn't true and that he would re-send a second copy in good faith. That never arrived. After that, I tried to get the money returned, but he never returned my calls anymore. Since I waited so long (he told me it took longer to travel internationally from Canada) my bank said I exhausted the 30 day limit to contest the charges, so I was out about 26 dollars. Very upset to hear this is common from him and hope that things have changed. Who knows--maybe he's taken all this to heart