Help Center

If you qualify for a special discount or promotion, you will use a DISCOUNT/COUPON CODE upon checkout to retrieve your discounted offer. The DISCOUNT/COUPON CODE is your phone number, the one you provided to us on your order form, no symbols or spaces (4105551212).  You will know if you qualified for a discount. Discounts are offered when ordering on the day of your event at our kiosk. 

Sorry, if you missed our kiosk, you will not qualify for the discounts offered at that time. 

Discount codes are entered into our system within 48-72 hours of order date. If your code is not found in our system, make sure you have given enough time for us to enter your data.  If you are experiencing issues with your discount code, feel free to use the form at the bottom of the page to let us know. 

We'll need to know:

• How you ordered (at our kiosk, online, mail order, etc.).
• Your name & phone number.
• What you ordered. 

If you pre-paid for your digital download or qualified for a freebie, you will use the phone number you indicated on your order form as your discount code upon checkout.

• You must add the item to your cart, your DISCOUNT CODE can only be used for the event you purchased or are entitled to.
  
• You must complete the checkout process to gain access to the file.
• The digital file will be downloadable upon checkout, as well, a link will be emailed to you.
  

ONCE IT IS AVAILABLE FOR DOWNLOAD, you will navigate to the item in our store, add it to your shopping cart, and upon checkout, you will use your phone number as your DISCOUNT CODE to retrieve the download without charge. Use the phone number that you indicated on your order form, no spaces, no symbols, just the numbers. 

Example:  4105556161

If the code does not work, feel free to call us we can double check your order to ensure that we have entered the correct phone number. 

Upon completion of your checkout, your will have immediate access to the file. An email will be sent with a direct link as well. 

You would know if you prepaid if you filled out an order form and paid  at our kiosk during the event.  Digital downloads cannot be pre-paid online. 

For Graduation Videos: 

If your ceremony was held at the PG County Showplace Arena, the downloadable file is available approx. 72 hours to 1 week after your event date, it can be sooner, and may take longer depending upon our event schedule, weekends, and holidays. The details page of your schools digital file will show that the item is either "in stock" or not.  If it is not yet available, you can enter your email address for notification when it is.

For Dance or Theatrical Performance Videos: 

The downloadable file is available approx. 1-2 weeks from your performance date, sometimes sooner and may take longer depending upon our event schedule, weekends, and holidays. The details page of your schools digital file will show that the item is either "in stock" or not. If it is not yet available, you can enter your email address for notification when it is.

If you are capable of copying commercial DVDs like Disney films, etc. then you will be able to copy these discs as well. However, you may need to have two burners in your computer to do so.

As for ripping the file from the disc, to create your own digital file to share, that is not as easy as it sounds and most folks cannot. It is possible, but requires special software. As well, the quality of the video "ripped" from the DVD will be of lessor quality vs. the file we have available for digital download.

Expect to receive your order in about 2 weeks for performances and 4 to 6 weeks for Graduation Videos.

-Orders place AFTER the initial processing period has passed will ship within one week.

-Discs ordered on site AT OUR KIOSK the day of the event, will ship first. 

-Online orders, placed on the WEBSITE, will ship next in the order received 

-Mail orders ship last and as they come in.

The discs are mailed in a white cardboard mailer, via USPS First Class, parcel post in most cases. The USPS service has been known to take up to 2 weeks to deliver the DVDs. If you have not received yours, please check with other family members to ensure that someone else in your family hasn't collected it from the mail before contacting us. Thank you. 

The standard DVD can be played in a computer with a DVD drive or in a standard DVD or Blu-ray player. The Blu-ray discs must be played in a player that specifically indicates that it plays Blu-ray discs. 

To play a Blu-ray disc you must have a Blu-ray player, Playstation 4, or Xbox One. Some computers are equipped with a Blu-ray drive.

That is a possibility, but you cannot make that selection online. Instead, you will need to bring or mail in the order form, that was passed out on show day.  If you've already ordered, using a form, and would like to pickup, just call us to make those arrangements. Our phone #410.268.9109.

For Graduation Videos:

If your ceremony was held at the PG County Showplace Arena, the downloadable file is available approx. 72 hours after your event date, it can be sooner, and may take longer depending upon our event schedule, weekends, and holidays. The details page of your schools digital file will show that the item is either "in stock" or not.  If it is not yet available, you can enter your email address for notification when it is.

If your ceremony was held AT your school, the digital download can take up to 2 weeks to be available, however, it can be available sooner or may take longer depending upon our event schedule, weekends, and holidays. The details page of your schools digital file will show that the item is either "in stock" or not.  If it is not yet available, you can enter your email address for notification when it is.

For Dance or Theatrical Performance Videos:

The downloadable file is available approx. 1-2 weeks from your performance date, sometimes sooner and may take longer depending upon our event schedule, weekends, and holidays. The details page of your schools digital file will show that the item is either "in stock" or not. If it is not yet available, you can enter your email address for notification when it is.

If you prepaid for the digital download, you will navigate to the item in our store, add it to your shopping cart, and upon checkout, you will use your phone number as your DISCOUNT CODE to retrieve the download without charge. Use the phone number that you indicated on your order form, no spaces, no symbols, just the numbers.

Example:  4105556161

If the code does not work, feel free to call us we can double check your order to ensure that we have entered the correct phone number.

Upon completion of your checkout, your will have immediate access to the file. An email will be sent with a direct link as well.

Good Question. You do not have to pay again.

You will use the phone number you provided on your order form (when you placed your order at our kiosk) as your DISCOUNT CODE upon checkout.  Once you enter your discount code, the balance for checkout will be ZERO, however, you must complete the process in order to establish an account with us and to retrieve the download. Please do not call us for assistance. Thoroughly read our FAQs for the answers and instruction you will need to download the file successfully.

Once you have successfully "checked out", you will see a link on your final checkout page. You will also receive a link to the file via email. 

We have accounted for errors, and have given you two (2) download credits to try to download the file successfully. Once those download credits are exhausted, we cannot replenish credits manually and you will not be entitled to addt'l FREE credits. So be careful. If are unsuccessful with your first attempt, you may want to contact us before you attempt to download the second so we can help figure out what the problem may be.

However, if you ARE successful in downloading the file on your first attempt, feel free to share the second download credit with a friend or family member. You will have to forward your email with the download link.

MP4 format. Most operating systems will play MP4 files without the need for additional player software, but in some cases you may need to download a player for your computer. We recommend either Quicktime or VLC. 

Either way, you may need to instruct your computer, when prompted, what to use to play the files. So for example, after you download the file and try to play it, you may be prompted with a popup that asks you what application on your computer you’d like to use to view the file. If you are experiencing issues opening the file, feel free to contact us @410.268.9109 M-F 10am to 5pm and Saturdays 11am to 3pm.

File download time will depend upon your connection. These files are very large, approx. 3.5 GB to 5 GBs each so give them time to download. With faster connections, it may take 15 to 30 minutes, some slower connections can take up to an hour or more to download.

TURN OFF YOUR ANTIVIRUS SOFTWARE for the duration of the download.

Do not interrupt the download until it is completely finished to ensure a proper working file.

Upon download, SAVE the file to your hard drive, do not select OPEN as this may corrupt the file.

Not recommended for download directly to your mobile device unless you are using an app to do so. We recommend using a desktop or laptop for downloading.

NOTE: Please wait until it's fully downloaded to access/view it or the file will be corrupted and you'll have to start the download process again. We are not responsible for internet connection interruptions and have allotted 2 download credits so you have more than one try for a successful download. IE has been known to interrupt large file downloads. Firefox, Chrome, or Safari may give you better results. 

If you have unsuccessfully downloaded on your first attempt, please call us for assistance before you try the next download attempt. We may be able to make suggestions that could help you successfully download the file. We cannot add more download credits once you have exhausted both credits.

**You are given TWO download credits**. 

Technically, you are paying for a single download. However, we realize sometimes folks have trouble with downloads (slow connections, interruptions, etc.) so we allow you two credits. Meaning you have two tries to download the file successfully. If you are successful with the first download, you will have a second download as a freebie!

If you experience issues with the first attempt, you may want to try another computer or call us for assistance. Once you've exhausted your two download credits, we cannot issue more credits.

When downloading, we recommend using Firefox or Chrome browsers. When prompted, select SAVE instead of OPEN.  *** We do not offer tech support for downloading files to your computer. ***

Here are some helpful articles about downloading files from websites:

Firefox: https://support.mozilla.org/en-US/kb/change-firefox-behavior-when-open-file

Internet Explorer: https://support.microsoft.com/en-us/help/17436/windows-internet-explorer-download-files-from-web

Microsoft Edge: https://support.microsoft.com/en-us/help/4028272/windows-10-find-my-downloads

Google Chrome: https://support.google.com/chrome/answer/95759?co=GENIE.Platform%3DDesktop&hl=en

Do not attempt to download on your smart device, unless you know specifically that it will play videos downloaded from the web, or have a specific app for doing so. We recommend that the file(s) be downloaded on a desktop or laptop computer. We do not support downloading to a smart device.

**You are given two download credits**. So you have two chances to download the file successfully. If you experience issues with the first attempt, you may want to try another computer or call us for assistance. Once you've exhausted your two download credits, we cannot issue more credits.

IF you must call or contact us via email because you are having issues, please be specific. We'll need to know:

• Exact errors/issues you are receiving.
• How you ordered from us (at our kiosk on the event date, mailed your order form, phone order, or online order).
• Your order number, if you ordered online. 
• How you paid, just in case we need to look that information up.
• Whether or not you have a coupon code, if so, what number you used. 

Downloads are in MP4 format. Very universal. So, probably not unless using your phone. Some phones may require an app. Please read the FAQ specifically for that information. 

MP4 format. Most operating systems will play MP4 files without the need for additional player software, but in some cases you may need to download a player for your computer. We recommend either Quicktime or VLC. 

Either way, you may need to instruct your computer, when prompted, to SAVE the file rather than OPEN when asked what to do after you click to download. Once downloaded, you may also have to direct your computer to the software that you have to play the file. So for example, after you download the file and try to play it, you may be prompted with a popup that asks you what application on your computer you’d like to use to view the file. We recommend QUICKTIME or VLC. If you are experiencing issues opening the file, feel free to contact us.

Yes and No.  On many phones, you can access the download link and view the video on your phone. Some phones may require an app to view.  Saving the video to your phone may be an option, but that would depend upon your phone, the phone setup, your apps, etc. Attempting to view or download the app on your phone unsuccessfully will be considered a download and use up one of your two download credits. We do not offer app support and we do not offer refunds for digital downloads.

You are issued two download credits. Which means, you have two opportunities to download the file successfully. If you are having difficulty downloading, feel free to contact us for support before you use the second credit as we do not issue additional credits free of charge.

DISCS

CANCELLATIONS, REFUNDS, RETURNS: If you purchased a DISC, you may cancel your order within 24 hours of order placement, provided it has not yet shipped, and we will happily refund you.  Please email us at sales@adekproductions.com, indicate "CANCEL MY ORDER"  in the subject line. We will review your cancellation request and respond promptly. Cancellations cannot be honored once your order has been shipped. NOTE: Should an exception be made, regardless of the circumstance, a 15% restocking fee and a $7.95 shipping fee will be deducted from your refund regardless of how much you paid in shipping or whether or not you were charged shipping initially. No exceptions. Cancellations must be made via email (a emailed response from us is required - please call 410.268.9109 if you have emailed and have not received a reply back), no phone cancellations please. 

EXCHANGE: If your DISC is defective or has been damaged in shipping, please mail or bring it back WITHIN 30 DAYS OF THE POSTMARKED DATE in its original packaging and we'll be happy to exchange it for you. You may also email us with photos of the damaged packaging WITHIN 30 DAYS OF THE POSTMARKED DATE and we'll assess the exchange without the need for returning the disc to us. If you feel the disc is defective, please test it in your computer(s), and DVD/Blu-ray player(s) first. Some DVD players cannot play recordable discs so they must be played in a computer disc player instead. Sorry, we do not make exchanges in cases where you do not have a DVD or Blu-ray player to play the disc. Please do not send back anything without calling us first.  You must receive approval for replacement. Please call 410.268.9109. 

DIGITAL DOWNLOADS

CANCELLATION & REFUNDS: You are eligible for a refund WITHIN 30 DAYS only IF the file has NOT been downloaded or ATTEMPTED to be download regardless of success.  Rather than a refund, you may consider an exchange for a disc instead.

EXCHANGE/ADDITIONAL DOWNLOAD CREDITS: You must request assistance WITHIN 30 DAYS. You may qualify to receive additional credits for another download attempt if you are experiencing technical issues. Before requesting an exchange, we recommend you visit our FAQs to better understand the Digital File option. At our discretion, we may provide you with additional credits so you can try the download process again OR opt to issue you a physical disc of the same performance. Shipping fees will apply if the exchange for a disc is made, regardless of how the order was initially placed.  Pickup arrangements from our Annapolis MD location can be made.

SHIPPING & HANDLING:

We have three shipping options:

1. USPS Standard Mail ($4.95) NO TRACKING* (Sorry, lost mail cannot be replaced without charge.)
2. USPS Standard Mail ($7.95) w/DELIVERY CONFIRMATION**
3. Priority Mail ($9.95) w/TRACKING

Same shipping charge regardless of  disc quantity. We ship only to the Continental US. 

*Misdirected mail without tracking/delivery confirmation that is returned to us as UNDELIVERABLE, will be reshipped for an additional shipping fee or you can pick it up from our store front in Annapolis, MD. If you claim that it was never received, and we did not receive it back as undeliverable, sorry, we cannot replace lost mail. Discs can take up to 30 days to be delivered. If lost in the mail, a replacement disc will be subject to a fee of 50% of the cost of replacement, plus shipping.   We will not be held liable for delays related to the USPS Postal Delivery Service. NO REFUNDS or exchanges for undeliverable mail. 

**Priority Mail does not speed up our ship date to you. It can take up to 6 weeks for discs to be ready to ship. Priority Mail will expedite your order once they HAVE shipped. If you select shipping with Delivery Confirmation or Priority Mail and you do not receive your disc within 30 days of the ship date for mail with Delivery Confirmation or 14 days for Priority Mail, we will replace the disc free of charge and reship.  If the disc is returned to us as UNDELIVERABLE, you will be subject to an additional shipping fee if the mailing address must be corrected or updated. If the Delivery Confirmation indicates that it HAS been "delivered" you will have to contact the USPS to file a claim.  In the meantime, if it has been marked as "delivered" and you want a replacement, you will need to contact us at 410.268.9109 to make a request. A replacement disc will be subject to a fee of 50% of the cost of replacement plus, shipping.  We will not be held liable for delays related to the USPS Postal Delivery Service. NO REFUNDS or exchanges for undeliverable mail. 

We charge 6% Maryland Sales Tax for orders placed online. If you pre-purchase from our Kiosk on the day of your event, your order will not be subject to Sales Tax. If you mail-in your order, you are subject to MD Sales Tax. 

SHIPPING & HANDLING:

We have three shipping options:

1. USPS Media Mail ($4.95) w/TRACKING 
2. USPS First Class Mail ($7.95) w/DELIVERY CONFIRMATION**

3. USPS Priority Mail ($9.95) w/TRACKING

Same shipping charge regardless of  disc quantity. We ship only to the Continental US. 

Misdirected mail without tracking/delivery confirmation that is returned to us as UNDELIVERABLE, will be reshipped for an additional shipping fee or you can pick it up from our store front in Annapolis, MD. If you claim that it was never received, and we did not receive it back as undeliverable, sorry, we cannot replace lost mail. Discs can take up to 30 days to be delivered. If lost in the mail, a replacement disc will be subject to a fee of 50% of the cost of replacement, plus shipping.   We will not be held liable for delays related to the USPS Postal Delivery Service. NO REFUNDS or exchanges for undeliverable mail. 

**Priority Mail does not speed up our ship date to you. It can take up to 6 weeks for discs to be ready to ship. Priority Mail will expedite your order once they HAVE shipped. If you select shipping with Delivery Confirmation or Priority Mail and you do not receive your disc within 30 days of the ship date for mail with Delivery Confirmation or 14 days for Priority Mail, we will replace the disc free of charge and reship.  If the disc is returned to us as UNDELIVERABLE, you will be subject to an additional shipping fee if the mailing address must be corrected or updated. If the Delivery Confirmation indicates that it HAS been "delivered" you will have to contact the USPS to file a claim.  In the meantime, if it has been marked as "delivered" and you want a replacement, you will need to contact us at 410.268.9109 to make a request. A replacement disc will be subject to a fee of 50% of the cost of replacement plus, shipping.  We will not be held liable for delays related to the USPS Postal Delivery Service. NO REFUNDS or exchanges for undeliverable mail. 

Expect to receive your order in about 2 weeks for performances and 4 to 6 weeks for Graduation Videos.

-Orders place AFTER the initial processing period has passed will ship within one week.

-Discs ordered on site AT OUR KIOSK the day of the event, will ship first. 

-Online orders, placed on the WEBSITE, will ship next in the order received 

-Mail orders ship last and as they come in.

The discs are mailed in a white cardboard mailer, via USPS First Class, parcel post in most cases. The USPS service has been known to take up to 2 weeks to deliver the DVDs. If you have not received yours, please check with other family members to ensure that someone else in your family hasn't collected it from the mail before contacting us. Thank you. 

We record videos for these events. To find the photos you are typically emailed a link to the photographers website to view proofs and make your purchases there. If you did not receive a notification, please contact your school or the board of education.