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Mighty Ape Help
Frequently Asked Questions
New Customers
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Search for the items you want to buy on the Mighty Ape website. Click "Add To Trolley" for each item you want. If you want to buy more than one unit of an item, input the desired quantity in the "Qty Product" field, and click "Update". If you need to shop for more items, click "continue shopping".
After you've added all items you want to purchase to your shopping cart, click "Proceed to Checkout" and log in following the onscreen instructions.
If you're a new customer, click "Sign up" next to "New Customer" to create an account. The contents of your shopping cart will be held for you during this process. After creating an account, you can proceed through the Checkout as normal.
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Yes it is. When you submit sensitive information via our web site, your information is encrypted with the very latest encryption software currently available to the industry.
Additionally, our systems have been verified by Visa to be compliant with the Payment Card Industry Data Security Standard.
Security is a top priority at Mighty Ape, however if you would prefer it, you can choose to phone in your credit card order or even use Internet Banking as an alternative payment method. Both of these options are available in the checkout process.
Ordering
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Shopping cart problems usually occur for one or more of the following reasons:
1. Cookies are not enabled, or your browser is configured to block Mighty Ape cookies.
Note: In some cases, the cookies on your computer may become corrupted. If you've verified that Mighty Ape cookies are being accepted and you're still experiencing problems with the shopping cart, please clear your cookies and cache, close your browser and try again.
2. The master clock on the computer is not set correctly.
3. The computer you're using is behind a firewall.
4. The item you are trying to purchase is sold out, or there is a lesser quantity than you wish to purchase (ie there is no "Add to cart" button).
5. You are using a browser released prior to Internet Explorer 5.1.
If all else fails, try closing all open programs and restart your computer, or try from a different computer.
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We only charge your credit card when your order is ready to be processed and shipped to you. This also applies to all pre-ordered items.
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Yes you can pick up your order from our office in Albany, Auckland.
To place a pick-up order, place your order online as normal and choose "Pick-up" as your delivery method.
Mighty Ape will email you when your order is ready for pick-up along with our address details and business hours (9am-5pm Mon to Fri).
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The shipping messages on the Mighty Ape website tell you how quickly products are expected to be dispatched to you. These are the primary availability messages used on the Mighty Ape site:
In stock now
The item is in-stock with Mighty Ape or our suppliers and are avaialbable to ship to you. This status will usually be accompanied by an approximate delivery date for New Zealand customers.
In stock with supplier
The item is in-stock with our suppliers and can quickly be dispatched to us.
Out of stock
An out of stock item both out of stock with Gameplanet Store and our suppliers. A date range will typically be given to give an estimated delivery time frame. These dates are estinmates only and can change at any time.
Pre-order
You can pre-order items which have not yet been released by NZ distributors. The release date is provided by our suppliers and indicates the date the product is scheduled to be released in New Zealand. Release dates are subject to change (like the weather!) and we update our website as soon as we receive new information.
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If an item is found to be out of stock after your order has been placed, then the item will be automatically palced on backorder amd we will ship what items we can. You will not be charged for the shipping cost on the backordered item.
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We are often unable to provice a precise shipping date for items that are out of stock with us and our suppliers.
We provide estimated dates for when an item is likely to ship based upon our past experience with particular suppliers. Unfortunately these dates are estimates only.
Some times we are only as good as our suppliers... which can be very frustrating. Rest assured we will do everything we can to get your out-of-stock item to you just as fast as we can!
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At Mighty Ape we want you to get a good deal on all the entertainment you love. We know that you might be able to find a cheaper price at some other online store -- often a store that has no contact info, no return policy and an ugly design. But, we are still willing to try to beat the price of that store for you.
Conditions:
- The item we are beating in price needs to be the same product, packaging, and be an officially released product.
- The item must be brand new and in stock.
- We will take the third party's freight cost into consideration when beating another store's price.
- We only beat prices of online stores based in New Zealand.
- Free items. We frequently offer free items with purchases. If you would like us to beat a lower priced item, the free item we include will no longer be free.
- The reseller must be an authorized dealer of the item you wish to purchase.
- The item must not be a closeout or clearance item (at Mighty Ape or the third party's store).
- We won't beat prices found at membership clubs or auction sites.
- All price beating is at the discretion of Mighty Ape and is subject to change at any time.
To submit a request, browse to the product in question and click on the "Seen a lower price? Ask us to beat it!" link.
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Unfortunately we are not currently accepting trade-in games.
The good news is we do expect this to change in the near future. Expect to see an announcement on our web site once we are ready to take trades once more. :)
Pre-ordering
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Pre-orders are products that have not been released yet. Pre-ordering is a great way to ensure you get your item(s) as soon as it they are released in New Zealand.
Some products, such as DVDs and Music, can be re-released at a new lower price - so you can pre-order at the new low price in advance of the price drop.
Please note: Your credit card is not charged for pre-orders until your order is ready to be processed and shipped.
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All release dates are subject to change as the release dates are provided by the local distributors.
Unfortunately Mighty Ape has no control over when products are released in New Zealand, but we do update our web site as soon as new release dates are received by us.
Our web site does indicate where a release date is "estimated". Estimated dates should not be relied upon as the suppliers information is unconfirmed or an estimate.
We believe our release dates are the most accurate in New Zealand... but the dates are only as accurate as the information we are provided.
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We only charge your credit card when your order is ready to be processed and shipped to you. This also applies to all pre-ordered items.
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If a price of a pre-ordered product drops, then you will automatically get the cheaper price.
Viewing & Changing Orders
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Once an order has been submitted you can change it by contacting us.
Please note: Once your order has been processed for shipping items can not be removed.
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Contact customer service and we will void the order for you -- as long as it has not been shipped.
If duplicate orders have been shipped, obtain the tracking number(s) for the order(s) you do not want and call Courier Post on 0800 COURIER (0800 268 7437) to refuse those shipments. You will be refunded in full when those items are returned to Mighty Ape.
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That's an easy one... go to my order status page. From there you will be able to see when your item is shipped, along with the tracking number for parcels sent via Couirer Post.
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Unfortunately we are unable to re-route parcels once they have been shipped from our warehouse.
Payment Methods
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Yes it is. When you submit sensitive information via our web site, your information is encrypted with the very latest encryption software currently available to the industry.
Additionally, our systems have been verified by Visa to be compliant with the Payment Card Industry Data Security Standard.
Security is a top priority at Mighty Ape, however if you would prefer it, you can choose to phone in your credit card order or even use Internet Banking as an alternative payment method. Both of these options are available in the checkout process.
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We accept payment by Visa, MasterCard, American Express and Diners Club.
While placing your order, you'll be prompted to enter your credit card number, expiration date, and your name as it appears on the card. We only charge your credit card when we order is ready to ship to you. This also applies to all pre-orders.
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Our system charges your credit card automatically when your order is ready to ship. We are not given a reason for any decline. A credit card can decline due to an incorrectly-entered credit card number or expiration date, a daily limit, insufficient credit or other reasons.
Please verify that you've given us the correct card number and expiry date. If you've already done so, please contact your credit card company or bank for more information.
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Yes, you may pay over the phone using your credit card. Just place your order online and choose "Phone" as your payment option and you will be sent a confirmation e-mail with details on how to proceed with your payment. However, if we do not receive your payment details within 5 days of receiving your order, it will be automatically be voided.
To place orders over the phone you may call us toll-free on 0800-99-4263, 10am-5pm Monday to Friday.
You may also fax your credit card information once you have confirmed we carry the item(s) you're seeking. Just send your fax to 09-475-9047, Attention: Internet Orders. Please include:
- Your Name as it appears on the credit card
- Your Complete Billing Address and Shipping Address (if different from billing)
- Order number (if available)
- Credit card type (Visa, MasterCard, American Express, or Diners Club)
- Credit card number
- Credit card expiration date
- E-mail address (if applicable)
- Title of item(s)
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Yes you can pick up your order from our office in Albany, Auckland.
To place a pick-up order, place your order online as normal and choose "Pick-up" as your delivery method.
Mighty Ape will email you when your order is ready for pick-up along with our address details and business hours (9am-5pm Mon to Fri).
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You sure can. To place a Internet Banking order, place your order online as normal and choose "Pay with Internet Banking" as your payment method.
When you place your order you will receive a confirmation e-mail with payment instructions for making your payment.
Once your payment arrives in our bank account we will be able to process your order.
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Payments via Internet Banking usually take one business day to arrive in our bank account.
Every business day we process all the payments received into our bank account and update your order status and even send you an an email confirmation.
If your order has not been updated within two business days, please contact us and provide the exact date and amount of your payment so we can trace it for you (occassionally banks will send us payments with no order reference, which means we are unable to match the payment to your order).
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Good news -- Mighty Ape Gift Certificates do not expire!
How do I track my order?
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Yes you can. New Zealand orders are sent via Courier Post and they can be tracked to your door! Login to My Account and you can use your courier tracking numbers on the Courier Post website.
Order tracking is also available for International Express orders. Parcels sent via International Standard Post do not include a door-to-door tracking service.
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The tracking numbers for each day's shipped orders are automatically emailed when your order is processed for shipping.
Alternatively, you can check your order status online to find out your tracking number.
Please note: Couirer Post tracking numbers may not work until the parcel is scanned by the driver who picked up your parcel and there may be a delay of several hours before the Courier Post tracking works.
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Couirer Post parcel tracking will not work until the parcel is "scanned" by our local driver -- so there can be a delay of several hours before the parcel shows up with Courier Post (on occasion, some parcels are are not scanned by Courier Post but are still delivered prefectly correctly and on time).
In either case, please allow 1-2 business days for your order to arrive, before contacting Courier Post.
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To contact Courier Post please call 0800 COURIER (0800 268 7437).
You can also track your deliveries on the Courier Post website.
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In New Zealand, your Courier Post package cannot be scheduled to arrive at a specific time of day, however you can write special shipping instructions on your parcel as a special request. Courier Post packages are delivered anytime between 9:00 a.m. and 7:00 p.m., Monday through Friday.
Up-to-date information about the status of your package is available in the Tracking section.
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If your order tracking is showing your parcel as delivered but you haven't got it, please call Courier Post directly on 0800 COURIER (0800 268 7437). Often parcels are hidden when dropped off by your local driver or given to your parents/flatmates for safe keeping.
If you believe Courier Post have made an error in the delivery of your item, please contact Mighty Ape customer service.
Shipping
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Free Freight Offer: Simply spend over $50 on games, music CDs or DVDs and you will automatically qualify for free courier delivery!
Shipping rates for items that are not free (this will be indicated on the item information) are calculated in the Checkout and will be presented to you before you confirm your order.
The following factors may influence the shipping rate quoted:
- The size of the items in your order;
- The number of items in your order;
- The weight of items in your order;
- The delivery destination;
- The shipping method you choose;
- Any additional costs that may apply to you, e.g. Rural Delivery.
Rest assured that if there is any freight to pay, the exact pricing will be shown to you before you place your order.
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For speedy delivery, all parcels shipped within New Zealand are sent via Courier Post.
International orders are shipped using international post (by air) by default. Where available, some items can be upgraded to International Express, at a higher cost.
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Here at Mighty Ape we pride ourselves in same-day dispatch for items that are in-stock with us (our warehouse monkeys work especially hard!). We have around 10,000 products in-stock ready to ship... and we ship overnight to most New Zealand addresses for orders placed right up-until our "same-day dispatch" cut-off time (usually around 4pm).
Please note that rural addresses may take an extra day or two for delivery.
For items that are not in-stock with us, our web site will estimate the shipping date based on the availability provided to us by our suppliers. This date is an estimate that may change at any given time.
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If you choose standard delivery, Courier Post may leave your parcel at your doorstep or in your mail box if you are not home.
Courier Post unfortunately will not take responsiblity for any parcels stolen from your property.
If you are concerned about leaving your parcel unattended we recommended you upgrade your delivery to Signature Required. This is the safest method of delivery and recommended for insecure destinations.
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First, verify that you've received a box for each tracking number associated with your order.
If all boxes have been delivered but you're still missing an item, check the packing material for small items.
If you're unable to locate an item, please contact Mighty Ape Customer Services via our contact page.
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If your parcel has been damaged in transit you must keep the original packaging as Courier Post need to see the damaged parcel for themselves.
Please contact Mighty Ape customer service and we'll arrange for your parcel (with the original packaging) to be collected by the local Courier Post driver.
Once the damaged item has been picked-up by the driver, we will send a replacement item to you.
International Orders
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Mighty Ape can ship DVDs, Games, Music, and Books to international destinations.
Unfortunately, due to their size, we are unable to ship toys and electronic/computer products overseas. If any items in your order cannot be shipped to your chosen destination then you will be advised in the Checkout.
International orders are shipped when all items on order have arrived into stock, as a single delivery. Place separate orders if you wish individual item/s to be delivered before the order is complete, and note a freight charge will apply to each order placed. Shipping costs are advised during the checkout, and can be reviewed before order is confirmed.
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We use International Air postage for all international orders. Prices start at:
- American Samoa: $12.38
- Australia: $9.56
- Azerbaijan: $20.25
- Belgium: $19.13
- Brazil: $20.25
- Canada: $18.00
- China: $18.00
- Cook Islands: $12.38
- Denmark: $19.13
- Fiji: $12.38
- Finland: $19.13
- France: $19.13
- Germany: $19.13
- Greece: $19.13
- Hong Kong: $18.00
- Hungary: $19.13
- India: $20.25
- Indonesia: $18.00
- Ireland: $19.13
- Israel: $20.25
- Italy: $19.13
- Japan: $18.00
- Kiribati: $12.38
- Lebanon: $20.25
- Malta: $19.13
- Mauritius: $20.25
- Mexico: $20.25
- Netherlands: $19.13
- Niue: $12.38
- Norway: $19.13
- Pakistan: $20.25
- Papau New Guinea: $18.00
- Philippines: $18.00
- Poland: $19.13
- Portugal: $19.13
- Russia: $20.25
- Slovakia: $19.13
- Slovenia: $19.13
- South Africa: $20.25
- South Korea: $18.00
- Spain: $19.13
- Sweden: $19.13
- Switzerland: $19.13
- Taiwan: $18.00
- Thailand: $18.00
- Tonga: $12.38
- Turkey: $20.25
- Ukraine: $20.25
- United Kingdom: $19.13
- United States: $18.00
- Wallis & Futuna Islands: $12.38
- Western Samoa: $12.38
The actual freight price may be higher depending on the items in your order; you will be informed of the actual price in the Checkout.
Please note: International orders are shipped when all items on order have arrived into stock, as a single delivery. Place separate orders if you wish individual item/s to be delivered before the order is complete, and note a freight charge will apply to each order placed.
Not all items can be shipped overseas; you will be informed in the Checkout if any items in your order cannot be shipped to your chosen destination.
Is your country not listed? Contact us to check if we ship to your part of the world.
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Unless otherwise stated, all DVDs for sale on Mighty Ape are official Region 4-encoded DVDs. These work on Region 4 DVD players available in New Zealand, Australia, the Pacific Islands and several other countries.
If your DVD Player is a "multi-zone" player and can play Zone 4 DVDs, then our DVD's will work on your DVD player.
Please refer to the full listing below if you are unsure which region your country falls under.
Region 1
* Canada
* U.S.A
* U.S. territories
Region 2
* Egypt
* Europe
* Greenland
* Japan
* South Africa
* The Middle East
Region 3
* Hong Kong
* Indonesia
* Korea
* Taiwan
* The Philippines
Region 4
* Australia
* Caribbean
* Mexico
* New Zealand
* Pacific Islands
* South & Central America
Region 5
* Africa excluding South Africa
* Eastern Europe
* India
* Mongolia
* North Korea
* Russia
Region 6
* China
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All console games we sell are official New Zealand PAL games. This is the same PAL format as sold in Australia, the United Kingdom and through-out Europe.
Which New Zealand games work world-wide?
All our Playstation 3, Nintendo DS and PC games are fully compatible with the rest of the world.
Which New Zealand games work only in PAL territories?
New Zealand PAL games for the PlayStation2, Xbox 360 and Nintendo Wii and only work in PAL territories such as Australia, UK, and Europe.
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All parcels sent via International Air Post do not include a parcel tracking service.
Please wait until the specified shipping time for all items in your order arrive. If they don't arrive within a week of the estimated delivery time, then please contact us and we'll be happy to help you start a lost package claim with New Zealand Post.
My Account
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If you have forgotten your password then just click here and enter the e-mail address for your Mighty Ape account and we will email it to you. Simple as that!
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To change your details please log-in to My Account.
From there you can edit your password, email address, delivery addresses and much more.
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Please be advised there is a 300 word maximum on reviews. The recommended length is 75 to 200 words.
What to include:
- Your review should focus on the product's content and context.
- Reviews should not only state whether you liked or disliked a product, but also why. Feel free to mention related items and how this product rates in comparison to them.
- Paragraphs. It's difficult to read a long review without them.
We respectfully request that you refrain from including the following in your review:
- Spoilers. Please don't reveal crucial plot elements.
- Commenting on other reviews visible on the page.
- Profanity, obscenities, or inflamatory remarks.
- Single-sentence reviews. We want to know why you liked or disliked the product.
- Sentences with no capital letters.
- Phone numbers, mail addresses, or URLs.
- Availability, price, or alternative ordering information.
Any review in violation of these guidelines will not be posted.
Legal note: By submitting a review to Mighty Ape you are granting permission for Virtual Stores (NZ) Ltd to print your review on Mighty Ape and affiliated Web sites, publications or other media as per our conditions of use.
Returns
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If you have received a faulty product, you can return your purchase for a replacement, a full refund or for store credit. Please follow our returns procedure to return your product to us for testing.
We are unable to accept CDs, DVDs, computer & video games or consumables as returns, unless the goods are faulty or factory sealed or unused.
No returns will be accepted for "change of mind" purchases.
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If you believe your product is faulty you can return the product to us for testing. You will need to include your receipt/invoice as proof of purchase and a full description of the fault.
Please contact customer services for further instructions.
Please note: Items found to be in good working order will be returned to you.
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If you have been shipped the wrong item(s), then please contact Mighty Ape customer service within seven days. Mighty Ape will arrange for the correct item to be dispatched to you, along with a courier satchel or ticket for the incorrect item to be returned to us at our cost.
When you return the incorrect item please include your name, address and order number.
Note: Returned items must be returned unopened and in a brand-new condition.
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If your parcel has been damaged in transit you must keep the original packaging as Courier Post need to see the damaged parcel for themselves.
Please contact Mighty Ape customer service and we'll arrange for your parcel (with the original packaging) to be collected by the local Courier Post driver.
Once the damaged item has been picked-up by the driver, we will send a replacement item to you.
Security
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Yes it is. When you submit sensitive information via our web site, your information is encrypted with the very latest encryption software currently available to the industry.
Additionally, our systems have been verified by Visa to be compliant with the Payment Card Industry Data Security Standard.
Security is a top priority at Mighty Ape, however if you would prefer it, you can choose to phone in your credit card order or even use Internet Banking as an alternative payment method. Both of these options are available in the checkout process.
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Security is a top priority at Mighty Ape. When you submit sensitive information via the website, your information is protected both online and offline.
The Personal Customer Information you provide -- including your credit card information -- to establish an account with us and to make purchases from us is securely transmitted using the very latest Secure Sockets Layer (SSL) encryption technology that is available. We use this SSL technology to prevent such information from being intercepted and read as it is transmitted over the Internet.
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Mighty Ape will never ask you for the following information in an e-mail communication:
- Your credit card number, PIN number, or credit card security code (including "updates" to any of the above)
- Your mother's maiden name
- Your Mighty Ape password
Occasionally if you place an order with incorrect information, you may recieve an email from Mighty Ape giving you the opportunity to correct your shipping/billing information. When this occurs you will have to log into the Mighty Ape website to input this info. Never submit the information mentioned above directly through an email.
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