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 Help Content

100% Satisfaction Guarantee

What is the 100% Satisfaction Guarantee? stands behind every product that we ship from our fulfillment center and backs it with 100% satisfaction guarantee. If you are not completely satisfied with your product(s), reach out to a representative via email or at 1-866-TULUMBA and we will either ship a new product or issue a full refund upon return of the original product.

Phone Card

Do I need a physical phone card to use the phone card?

No, you do not need a physical card to start using our service. As soon as you receive an email from us starting with "Your account is now ACTIVE" sentence you can immediately start to use your phone card. This should take approximately an hour or two during our business hours, and about 1-2 days over the weekend and holidays. Please note that how long it would take to activate your phone card account are estimations that can vary depending on how quickly we can confirm your account and credit card information for fraud protection purposes.

I purchased a phone card. What should I do now?

Wait for the email that has this subject: "Thank you for purchasing a phone card" and read it carefully, because it has all the information you need about your phone card. This email, basically, means that your phone card account is active and you can start to use it as soon as you receive the email. It normally takes 1-2 hours in business hours (Monday through Friday between 9am-6pm EST), other times it may take 1-2 days. Follow the steps it shows and start using your phone card immediately. (Please note that this is only one-time process; so you will not get an activation email every time you fill your phonecard account.)

How long does it take to buy and use a phone card?

The Sign-up process is very short and simple. Simply Sign In and follow the rest of the instructions. After you complete your purchase, you will receive an e-mail within 2 hours during business hours, (up to 2 days during weekends and holidays) with instructions on how to retrieve your PIN code and use your phone card. You can start using your phone card immediately after that one time process.

Do I have to enter my PIN number every time I make a phone call?

No, you don't have to. By using the 'remember me' option, you can program up to 5 numbers and system will not ask for a pin code when calling from those numbers. Use this feature, the remember button. Enter your phone starting with area without any spaces (do 1 in front, start code). Click 'save changes' button. Please note that some cellular companies alter the Caller ID information when dialing 800 numbers (e.g. Nextel). In such cases, this feature will NOT work.

Can I change the PIN Number for my phone card?

Sign In and follow the rest of the instructions. After you complete your purchase, you will receive an e-mail within the 2 hours during business hours, (up to 2 days during weekends and holidays) with instructions on how to retrieve your PIN code and use your phone card. You can start using your phone card immediately after that one time process.

How can I check my call records?

To check you call records, Sign in to your Phonecard account. You will see 'View Your Call Records' button. By clicking this button, you will be able to view your overall call log summary. If you want more information, you can click on the specific month and date to see the duration and the total cost of each call as well as the called number and location and the caller. Please note that it takes up to 5 minutes after you hang up to register in this system.

Do you have additional fees or does my account expire?

You only pay for per minute rates. There are no other fees or hidden charges. Your account does not expire, but if you do not recharge your account for 2 years, any credit balance you may have at the end of this period will expire.


What should I do to become a wholesale account?

We offer our products on a wholesale basis to qualifying businesses. Please read below carefully in order to register as a trade account.
  1. Register on our website as a customer.
  2. Scan and email your valid state sales tax form at
  3. Please indicate your EIN number.
  4. Please indicate 3 categories you will be purchasing products from on the cover page of your fax. (For example, Food, Music and Accessories, or Books, Videos and Music)
You will receive an email from us within 1 business day indicating that you are set-up as a trade account. You can then sign-in to your account to see wholesale prices. Please note that you will have wholesale pricing only for the 3 categories you select.

Important Information :
  • If you need to contact a trade account representative, please click here and provide us with a detailed explanation of your questions. You can also call us at +1-866-885-8622.
  • International customers are NOT eligible for free shipping. For large international orders, please contact for a discount request.
  • Wholesale accounts are not eligible for any retail promotional deals, including, but not limited to, free shipping and item discounts.
  • There is a $200 minimum purchase requirement for wholesale accounts.
  • Shipping charges will be added during checkout.
  • Rates, terms and conditions are subject to change without notice.

Videos & Compatibility Issues

Are your DVDs compatible with US DVD players?

  • Our DVDs are Region II (Pal). Most new DVD players in the U.S. will play these DVDs without problems, and even some older DVD players will play them. However, some DVD players will not play them. Please make sure you double check before purchasing a DVD from us.
  • There is also a software program called Power DVD, which will play these DVDs on your PC.
  • Please note that we will not issue refunds for DVDs purchased unless they are damaged. Compatibility problem with your DVD player is NOT considered a damaged DVD cause.

Do you sell VHS tapes?

We do not offer VHS format movies. We only offer DVDs and VCDs.

What is a VCD?

VCD is short for Video CD. They are similar to music CDs with video on them. You can play VCDs on all DVD players and PCs. Please note that VCDs do not have an autostart function; therefore, when you put a VCD in your PC, it will not play right away. You will have to start your Media Player and select the Play option to start playing a VCD on your PC. Same applies to a DVD player. VCDs are lower quality than DVDs, therefore they are substantially cheaper. We do not accept returns based on low video or sound quality on VCDs. However, the quality is similar to VHS media and in most cases, close to DVD quality.

Login & Registration

How can I change my login email address?

Go to the Change Billing Address Details page and log on using your email and password that you used when you signed up with us. You can update all your Billing information here. Next time you logon, you should use this new email address.

What should I do if I forget my password?

If you forget your password, click here and follow the instructions. Your password will be mailed to the e-mail address that you have given as part of your account information. You can always call customer service for assistance at 1-866-885-8622.

Can I place an order without registering my account?

Yes, you can use the Guest Checkout option or use PayPal Express.

Shipping & Delivery

How can I see which items are currently in your USA warehouse?

Due to the sheer number of products on our site, we may not always have them all available in stock. We tell you whether or not a product is in stock on the product detail page. If it does not say 'In Stock', then we tell you approximately how long it will take before we can ship it out to you. Please note that we bring some products only if an order is placed. Please also note that we charge your credit card only when we ship your order from our warehouse.

What does it mean when I see "Usually ships out in X Business Days"?

When we do not have an item in stock, this is our way of letting you know approximately how long it is going to take to ship that product from our USA warehouse. This time frame is an estimate and it is subject to change due to customs issues or difficulty in locating a scarce item. If we can not find an item or if it delayed beyond a reasonable time, we will inform you promptly and we will ship the rest of your items, if any, at our own shipping expense.

When does my credit card get charged?

Please note that we do not charge your credit card until the time of physical shipment unless you are paying with PayPal (We only authorize your card during check-out).

How can I add or delete shipping address(es)?

You can enter multiple shipping addresses or delete the existing ones by clicking here . You can also add a new shipping address during checkout.

How does "Free Shipping" work?

Free shipping weight restriction varies from state to state within the U.S. Please click here to see full details.

How do you ship the perishables?

While we always ship perishable items wrapped in ice. However, if your state is more than 2 days away from PA using ground service, we add a Perishable Surcharge to your order. NEW! You can now remove this charge during checkout. However, by doing so, you are assuming responsibility for any damage to perishable items. During summer months, we strongly recommend that you do not remove this surcharge of your perishables will certainly go bad with regular shipping.

Click to see a map of Ground delivery periods. Please note that these times are in business days which do not include weekends or holidays. We make adjustments on shipment dates to avoid weekend delays when perishables are present. While this may delay your order, we do this to protect your order. We shall not accept responsibility for damages to perishable items under any condition.


General Information About Shipping

We ship within the United States, Canada, and many international destinations. You can select from a variety of delivery options during the checkout process. Shipping ground or USPS usually takes 1-5 business days (Saturdays, Sundays, and holidays are not considered business days). If you would like a different shipping option than what is available online, please reach out to a representative vie email or contact our Customer Service at 1-866-885-8622 in our business hours. Please note that the cutoff time for same day orders is 12 PM on Mondays and 2 PM from Tuesday to Friday.

Please note that we do not make partial shipments unless requested during checkout. To request a partial shipment, please use the box that appears during checkout (Extra shipping charges apply based on free shipping rules).

Orders (Tracking, Cancelling, etc.)

Why has my order not been shipped yet?

There might be several reasons why your order is still not on the way:

  1. There may be an item in your order that was not in stock when you place your order (This status always indicated in the product page and during the check out process). So we are waiting for it from Turkey or the local suppliers.
  2. There may be a perishable item in the order which cannot be shipped due to long shipment period and has to wait until the beginning of the week (This situation is mostly valid during the summer time).
  3. If this is your first order, it may take some time to confirm all the information you gave us (Fraud protection purposes). We may be trying to reach you via phone or email, hence we'd appreciate if you could give us a call at 1-866-885-8622. After all the security issues cleared we will ship your package.

Items are missing/damaged in the package I received. What should I do?

If items are missing in your package, please check the status of your order (see the question below: How do I check the status of my order or track my order?); first to see which items were included in the shipment. In order to fill your order quickly and efficiently your order may have been shipped partially by us. If this is the case, rest assured that you will not be charged any additional shipping costs beyond those you had originally authorized. If there are damaged items in your package, please consult our returns policy and reach out to a representative via email or contact our Customer Service at 1-866-885-8622 during our business hours.

How do I check the status of my order or track my order?

To check the status of an order, click here. select the order you are looking for and review the shipment information.

If you selected USPS regular mail as the shipping method, there will be no tracking information available, since USPS does not provide such information. Tracking information for USPS may only be available if you specifically picked Priority mail option during check out.

Please note that USPS Media mail may take approximately up to 3-4 weeks to deliver. For international orders this may be up to 4-6 weeks. (We urge you to be in contact with your mailman when expecting a package.)

How do I cancel an order?

To cancel an order, you must send us an e-mail by clicking here or contact our Customer Service Department during our business hours at 1-866-885-8622. We urge you to do this action early in the morning or as soon as possible after your purchase, since after the package is handed to the courier, we cannot recall it.

Where is my order?

If you would like to know whether or not your order has shipped, see the question: How do I check the status of my order or track my order?

Orders received during weekdays until 2:30 pm are shipped out the same day if all items are in stock. Item description page will tell you if an item is in stock or not. Also during checkout we indicate next to each item how long it will be before we ship it out.

How long a shipment takes depends on where you live and which shipment option you selected. You will receive a tracking e-mail from us directly. Alternatively, you can track your orders online by logging into Your Account and clicking on "Order Tracking / Invoices".

Please note that we do not send shipments during the weekends and holidays. FedEx delivers residential packages on Saturday but not on Mondays.

In item description page, we say "Usually Ships Out in 1 Business Day". That means we will ship it out from our warehouse in 1 Business Day; it does NOT mean that you will receive it in 1 Business Day, because in this case delivery time depends on which shipping method you chose and how far is your location from our USA warehouse.
The most common shipment method is Ground Service. Please go to Your Account and clicking on "Order Tracking / Invoices" to view how long your shipment would take to be delivered.

International shipment times may vary considerably due to customs processes. Please watch for any notices you may receive from customs authorities in case they decide to hold your package for duty payment or other reasons.

Ordering From Outside the U.S.A.

Do you ship internationally?

Yes, we do ship to a select number of countries. If your country is listed in the COUNTRY box during registration, we do ship there. Priority delivers to most places in the world within 2-3 business days, while USPS First Class International may take anywhere approximately 30 days, USPS Priority Mail International approximately 9-10 business days . USPS shipments are done in cooperation with your local Postal Service; so if your local guys are good, it will be there faster. FedEx International Shipment options take 2-7 days.

We do not make partial orders for international customers unless specifically requested. If an item on your order is not in stock, you will have to wait until such item arrives. International items can be tracked from your account page under Order Tracking section. (see How do I check the status of my order or track my order?)

What are the international shipping charges?

Your shipping cost will depend on the following factors and it will be displayed before your check out:
  • Weight of your order
  • Shipping type you select during checkout
  • The country you are shipping to

Do you ship food internationally?

We do NOT ship perishable items internationally. You may order dry (non-perishable) food products at your own risk. We will ship the items, however, some customs are very strict about food items. If you believe the items you are ordering will not be held at the customs, you may order them at your own risk.

Do you accept international credit cards?

Yes we do. If you have an international card, your billing address has to be the international billing address.
All credit cards are checked for address verification due to security reasons. If we fail to verify the billing address on a credit card, we may contact you for verification. You must also make sure that your credit card is activated for international online shopping.

Where do you ship from?

From Pittsburgh, United States of America.

Do I get a tracking number?

USPS (International First Class or Priority Mail) doesn't provide tracking once the package leaves the U.S. for most countries. Other shipment methods will provide a tracking option;.

Do you pack with extra care while shipping internationally?

Our shipping department has a combined expertise of 4 decades on the job. They know how to ship.

Do you accept returns internationally?

Yes we do, as long as it fits our Returns criteria.

What is the website's currency?

All prices are in U.S. dollars.

What is the conversion rate?

You credit card company applies a conversion rate for international charges. You should contact them to find out the exact conversion rate they apply.

Returns & Exchanges

What is Your Returns Policy?

In order to return an item, you need to obtain a valid RMA number from us. (Call Customer Service at 1-866-885-8622). No Returns are allowed without a valid RMA number. Please note that we do NOT refund the shipping&handling cost that you initially paid while placing your order. If you received Free Shipping with your order, you will be charged shipping&handling when you return an order or an item and if such return disqualifies your order from Free Shipping.
  • GENERAL POLICY: 7-day return policy on all damaged, defective or incorrect orders
  • BOOKS, ELECTRONIC DICTIONARIES: No returns allowed. Can only be exchanged with the same item if defective.
  • MUSIC: Returns allowed if damaged. Must be returned within 7-days of receipt. Can only be exchanged with the same item.
  • VIDEO: No returns allowed unless damaged. Must be returned within 7-days of receipt. Can only be exchanged with the same item.
  • FOOD & BEVERAGES: Returns allowed if not satisfied with the product within 7-days of receipt.
  • HOME DECORATION: Returns allowed for damaged items within 7-days of receipt. Returns are also allowed if not satisfied with the product.
  • ACCESSORIES: Returns allowed for damaged items within 7-days of receipt. Returns are also allowed if not satisfied with the product.
  • PHONE CARDS: Absolutely no refunds on phone card purchases.
  • SERVICES: No refunds unless otherwise specified on the product page.

RETURNS ADDRESS (Always include the RMA number on the package)
Tulumba LLC 1005 South Bee Street, Pittsburgh PA, 15220

Credit Cards & Payment Methods

Is it safe to shop on your website?

Your shopping online with us is protected by an industry standard security (SSL). All of your personal information, including credit card number, name, address and shopping information is encrypted and no unauthorized person can access any of your information over the Internet.

Do I have to save my credit card information on your system?

No, you do not have to save your credit card information. You can remove it from the credit card list under Your Account once your shopping is completed.

What are the payment methods options?

You may place an order on our website by using these payment options:
Credit Cards: Visa, Mastercard, American Express, Discover
PayPal Standard, PayPal Express (not valid for phone cards)
Check or money order: Please print out the last page before you checkout (this should include the shipping charges). Include a check for the total amount made out to "TULUMBA".

Mail this to us at:
Tulumba LLC
1005 South Bee Street
Pittsburgh, PA 15220
Upon receipt of your payment, we will mail your order.

Do you charge my credit card when I place my order?

No, we only authorize your credit card during check out. We do not actually charge your credit card until we ship your order from our U.S. warehouse. If you requested a partial order, we charge for the amount shipped only. The balance will be charged when we ship the rest of your order. Exception: If your credit card gets declined for the partial order, we then use the authorized amount. You will then have a credit on your account until we ship the back order.

How do I remove my credit card from your system?

While we use the state-of-the-art firewall and encryption technologies and keep your credit card numbers encrypted in our database, we understand that some customers do not feel comfortable storing their credit cards. When shopping with us, you do not have store your credit card. After checkout, simply go to <a href='zcreditcards.asp'> Manage Credits Cards </a> and remove your credit card. You can always add it back on your next order.

Please note that we will need a credit card on file if you are using the auto-recharge option for your Tulumba Phone Card or if you have a partial order.

How can I place an order without using my credit card?

If you would not like to use a credit card with us when paying, you may check out with PayPal. Or, you may place an order with check or money order; if so please print out the last page before you checkout (this should include the shipping charges). Include a check for the total amount made out to "TULUMBA".

Mail this to us at:
Tulumba LLC
1005 South Bee Street
Pittsburgh, PA 15220

Upon receipt of your payment, we will mail your order.


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