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THE MYSTERY BOX

Presented by J.J. Abrams, Bad Robot, 826 National, and theory11. What's inside the box?More Details

theory11

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Frequently Asked Questions

What is the process for downloading a video?

After you purchase a downloadable product an order confirmation email will be sent out immediately. At the bottom of that email there are download instructions, as well as a link to access your product.

If you can't find that order confirmation email, log in to your account. Once logged in click "Your Account", then "Your Orders." The passwords on the right are active links and will take you to the download area.

My video has no sound or won't play correctly, what do I do?

These type of issues are typically associated with a corrupt download. Delete the corrupt .mov file and download the file again. Make sure to select "Save as" and NOT "Open with" when prompted. If you run out of download attempts or need an I.P. reset, please contact us.

How do I log in?

There are two ways to create an account on theory11. The first is by hitting Register on any of the main site sections: the forums, the media section, etc. Registering for a new account will allow you to participate, ask questions, and interact with the theory11 team. If you don't have an account already, a new account is created for you automatically the first time you check out in the theory11 store. To login, hit the LOGIN button anywhere on the site to sign into your account.

Why does this website look different?

theory11 redesigned and redeveloped our website in celebration of our three year anniversary. The original theory11 website went live in August of 2007, and our fresh and super slick new site was just launched. Click around to check out all of the new features - and be sure to let us know what you think.

Who all is involved in theory11? What do they do?

theory11 is composed of the most respected minds in the magic industry. From our production staff to our creative team, these are the individuals that are revolutionizing the magic industry, one day at a time. In addition to our core team, we work with an alliance of over 40 artists that create the effects that you see available on theory11. Find out more about our artists by clicking here.

How often does theory11 release new products?

Our production schedule is second to none - unparalleled within the magic industry. However, we are a boutique facility and we only produce products we believe in. We promote quality over quantity. Because of that, you will not find 100's of new releases on this site weekly.

On average, we release new products twice per month - which is an extremely aggressive pace provided with the quality of our work and the strength of our team. You are in good hands.

Does theory11 currently accept Paypal?

Due to continued concerns about the security and reliability of Paypal, theory11 does not currently accept Paypal as a payment method. However, we welcome all major credit cards (VISA, Mastercard, American Express, Discover) and payment via check or money order. If you have any questions about payment or making an order, contact us and we will make sure you are taken care of.

Can I track my order?

All orders placed on theory11 will immediately be assigned a unique Order ID number. This number is the internal identifier for YOUR order. Armed with that number, you will know when your order is processed and when it is shipped.

Some shipping options (such as UPS or USPS Express Mail) are trackable and assigned a tracking number from the shipping carrier. Whenever applicable, that tracking number will be sent to you via email. Note that sometimes, a tracking number may not tell EXACTLY where your order is (only that it is "en route").

I have a question about an existing order. I need help!

We are here around the clock to help you - don't worry. If you have any questions on an order already placed, or an order you would LIKE to place, give us a buzz and we can make sure things are resolved.

You can contact us day or night by submitting a support ticket on our contact us page - or toll free via phone at 800.511.9484. We answer all support tickets within 12 business hours, guaranteed.

Are there any forum rules that I should be aware of?

Absolutely. The theory11 forums are an interactive area where you can ask questions and give and receive advice from some of the best minds in magic. In order to maintain a positive, professional, respectful environment, we do have an established list of forum rules that everyone must abide by.

You can see the full list of forum rules at the very top of the general forum, but in general, we require a positive attitude, a respectful environment, and most of all - have fun.

How do I contact you?

You can contact us day or night by submitting a support ticket on our contact us page. If you'd prefer to reach us by phone, you can call us toll free at 800.511.9484. You can also send smoke signals, morse code, or messages in bottles.

We answer all support tickets within 12 business hours, and smoke signals when the weather is clear.

I'm missing an item or received the wrong item. Help!

Don't worry. Submit a support ticket on our contact us page, or call us toll free via phone at 800.511.9484. We'll make sure you receive the correct products as soon as possible.

What methods of shipping do you offer? How long will my order take to arrive?

All orders are shipped within 24 business hours from the theory11 warehouse. After it leaves our building ship time depends on the method you chose. Visit our crazy fast shipping options page for details.

Exact cost depends on what your order contains and where it's going. The shipping cost for your order is clearly displayed during the checkout process.

I don't feel comfortable ordering online. Can I order by phone??

Yes, you can actually speak to a human here at theory11. All purchasing on the theory11 site takes place over a 128 bit encrypted SSL (secure socket layer) connection, and encrypted using industry standard protection.

Rest assured that we are guarding your personal information with the Terminator at our side. Your information is 100% safe with us, but call toll free at 800.511.9484 if you'd prefer to order via phone.

What payment methods are available?

theory11 accepts all major credit cards (VISA, Mastercard, American Express, Discover) - and payment via check or money order. Gift cards are a secondary option as well. These can be purchased at most major retailers and require a major credit card symbol on the face. If you have any questions about payment or making an order, contact us and we will make sure you are taken care of.

How are international orders marked?

International orders are marked as "magic supplies" to keep taxes off your back. Taxes may still apply in many countries, so be sure to check your local importation regulations.

For example orders shipped to the U.K. are subject to a Value Added Tax, which is out of our control. Every order is marked with the actual dollar value. For legal reason, false values cannot be substituted.

How do I purchase gimmick refills and what do they contain?

Gimmick refills are available for those who have previously purchased the accompanying DVD at theory11 or any authorized retailer. Refills contain the same components originally shipped with the DVD. Submit a support ticket on our contact us page with your request and we'll take care of the rest.

How are international orders marked?

International orders are marked as "magic supplies" to keep taxes off your back. Taxes may still apply in many countries, so be sure to check your local importation regulations.

For example orders shipped to the U.K. are subject to a Value Added Tax, which is out of our control. Every order is marked with the actual dollar value. For legal reason, false values cannot be substituted.

What region are your DVDs in? Will they play in my DVD player and/or computer?

All of our DVDs are Region-free, and should be compatible with most (if not all) DVD players and computer systems.

Are downloads playable on Macintosh computers?

Yep. Our downloads are fully compatible with both Mac and PC.

After clicking on the download link, should I click on the "Open File As" option?

Nooo! Always select "Save As" if prompted during the beginning of any download. Choose an easy location like your desktop or My Documents to save it to. You'll then locate that file and unzip it for playback in the latest version of Quicktime.

Can I download the video from one computer, but play it on different one?

Our files are fully transferable, no silly DRM restrictions. Any standard storage device (USB drive, DVD, external hard drive) can be used to move them from one system to another. Download them at work, then play them on your home computer if so compelled. The choice is yours.

What should I do if I am unable to download the video, or if I run out of download attempts?

Wipe those tears away, you're not totally out of luck. Just submit a support ticket on our contact us page and let them know you need a download reset. Be sure to state any specific error messages or issues so the support team can better assist you.

I am having difficulties playing and viewing the video. What should I do?

First, make sure the file is unzipped and that you have the latest version of Quicktime. If the file refuses to play correctly in Quicktime, download it again as you most likely didn't complete it the first time, or it's simply corrupted.

Still doesn't play in Quicktime? You may need to grab the VLC player which can play anything from .mov files to 007 for N64 (we wish). Contact us if the issues continue and we'll get it working for you.

If my download is a ZIP file, how do I unzip the video from it?

After completing your download locate the file and double click on it. Your extraction software should automatically recognize it as needing to be unzipped. If your software doesn't automatically unzip it then launch your extraction program, manually locate the file, and open it within that program for unzipping.

The two programs we recommend for this process are; StuffIt for Mac, or WinZip for PC. As always if you run into any issues contact us for help.

What should I do if I receive an error message while trying to unzip the video from the ZIP file?

This typically means your file did not 100% download. Delete that old file and then attempt download again. Be sure to select "Save as" and not "Open with" if prompted during the start of the downloading process. Contact us if you need a few more download attempts.

Give me a long answer!

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