Customer support

Customer support

1. Product Information

1.1. Searching for Products
Our search engine is easy to use, fast and flexible! The easiest way to begin browsing the store is to pick a product category. If you're searching for Bibles, Gifts, Books, or Music items, you may want to try selecting one of the category tabs that will bring up a list of items allowing you to browse specialized categories. The categories are Accompaniment, Bibles, Books, Gifts, Home-school, Kids, Music, Software, Spanish and Video. You will find links to our product categories in the right column of each category page.

Most items are in subcategories, and you will need to "drill down" to find them. For example, if you are looking for comedy cd, you will first need to go to the Music category page, then find the link on the Music category page for "Comedy," and that will take you to a listing of all the Comedy cd's we carry. Once you are inside of a specific category, our "Sort by" feature located above the product listings will allow you to sort by Most Popular, Title or Price.

Whenever you click on a particular subcategory (such as "Fiction General" under Books, or "Study Bibles" under Bibles), you will be taken to a page that lists all the products we carry in that subcategory. To view any product on that list, simply click on the title, which is a link, and you will be taken to that product's detail page. This page contains product and ordering information.

1.2. Quick Search
A Quick Search allows customers to enter any one piece of information (a Title, ISBN number, UPC Code, Author, Publisher, Series or Song Title) to search for a variety of products.

The Quick Search box appears at the top left side of every page and enables you to search by a Title, ISBN number, UPC Code, Author, Publisher, Series or Song Title. Here are some tips for using Quick Search:

  • Search for an author's or artist's last name (e.g., LUCADO or LUCADO MAX).
  • Search for main title words.
  • Don't use quotation marks.
  • Don't use commas.
  • Don't use apostrophes.
  • Keep your search as short as possible.

For example, if you're looking for a Spanish/English Bilingual Bible, you could simply type BILINGUAL into the search field; and that would bring up a listing of the bilingual products we have available. If you were to type SPANISH in the same field, you'd get a listing of hundreds of products, instead of a dozen or less.

 

1.3. Advanced Search
An Advanced Search allows for customers to search for products with multiple criteria. This type of full search will locate products with more accuracy than a quick search. As with the Quick Search you can enter either a Keyword, Title, ISBN number/SKU, UPC Code, Bible Version, Binding, Author/Artist, Publisher/Producer, Vendor Number, Series or Song Title. The difference is that you will be able to specify whether or not your want your search results to match "All Words", "Exact Phrase" or "Any Words" by selecting one of these three in the drop down box to the right of the search text boxes.

1.4. Product Details

1.4.1. Product Availability
We want our customers to know the status and availability of the products they wish to order. Products that are in stock will have the words "Online Stock" appearing on the product detail page for each item listed. You will also be able to see the number available for each item. If the "Online Stock" says "Out of Stock" it means the product is unavailable for shipment and thus cannot be purchased at this time.

Some products might also be available for purchase in store (pricing will very in store and online). If this is the case, you will see "See Available In Store Stock: Click Here". This will tell you which locations it is available and allow you to contact the store to reserve copies for you in the store to be picked up in 24-48 hours.

Occasionally some of our products may be out of stock at the time of your order, and we apologize for any inconvenience this may cause you. We do not have backorder processing, which means, we will not hold your order for processing until the stock comes in. Our ordering system will not allow for any out of stock items to be placed into your Cart. Please continue to check the status of any out of stock item for reordering at a later date.

1.4.3. Product Descriptions
We receive our Product Descriptions directly from the vendor or publisher for each item we carry. We provide our customers with as many details as possible for each product offered. Sometimes, however, only a minimum or basic description is available. Due to the large variety of products, over 170,000, there are times where descriptions may be unavailable. We are aggressively working to get more details for every product. Know that if there is a product for which you would like to have more details, please contact us at 619-337-7713 with your request and we will make every effort to provide this information. Actual product may vary from the description shown.

1.4.4. Product Images
As we try to provide detailed product descriptions, we also make every effort to provide an image of each product on our site. There will be some products for which a photo image is unavailable. We are sorry that some products may have no images, but want you to know that we are constantly seeking images that accurately picture the item. Actual product may vary from the image shown.

We strive to keep images small in size for speed in downloading to make your shopping experience with us quick and easy.

1.4.5. Pricing
We offer you consistently high value items in our store. All prices are listed in US dollars. We do not have a currency converter in our store; however, there are several web sites that provide this service. If your order is unusually heavy, will be shipped overseas, or has other special requirements, we will contact you via email prior to processing the order to advise of the total for shipping and handling charges. We cannot confirm the price of an item online or in our physical store until you order, but please note that we do NOT charge your credit card until your order enters the shipping process. Despite our best efforts, a small number of the items in our catalog reflect incorrect pricing due to price changes, human error, etc. Rest assured, however, that we verify prices as part of our shipping procedures. Here is how we handle this situation online:

  • If an item's correct price is lower than our stated price, we charge the lower amount and ship you the item.
  • If an item's correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping, or cancel your order and notify you via email of such cancellation.

All prices in our online store reflect prices for products purchased online and do not include cost of shipment. These prices do not necessarily reflect pricing of the products in our physical store. Please contact our store (via Contact Us) to determine in-store pricing and availability.

1.5. Categories
Most items are in subcategories, and you will need to "drill down" to find them. For example, if you are looking for comedy cd, you will first need to go to the Music category page, then find the link on the Music category page for "Comedy," and that will take you to a listing of all the Comedy cd's we carry. Once you are inside of a specific category, our "Sort by" feature located above the product listings will allow you to sort by Most Popular, Title or Price.

Whenever you click on a particular subcategory (such as "Fiction General" under Books, or "Study Bibles" under Bibles), you will be taken to a page that lists all the products we carry in that subcategory. To view any product on that list, simply click on the title, which is a link, and you will be taken to that product's detail page. This page contains product and ordering information.

2. Placing Your Order

2.1. Shopper Profile
The quickest way to order online is to have a Shopper Profile. You enter your Shopper or Customer Profile information. We will store all of your ordering information on our server. Taking this step allows you to order from over 170,000 Christian products without the need to re-enter your shopper information each time you visit our site. When using a Shopper or Customer Profile, it will only take a few steps for your order to be placed!

2.1.1. Creating a Shopper Profile
Creating a Shopper Profile is easy to do. When ordering from our website you will be able to change your Shopper Profile information, as well as shipping and billing addresses, prior to the submission of your order. As always, once you have logged in and created a Shopper Profile, you will see a personalized greeting with your name appearing at the top of our website's home page. Then, every time you return for a visit to our site, you will know that you have been recognized by our system.

2.1.2. Shopper Profile Security
Ordering online through our site is safe & secure. We use secure connections and encryption, to keep any information you entered on our server safe from today's hackers and thieves. Our servers use a technology called SSL (Secure Sockets Layer) to encrypt the data transmitted from you to our servers. This technology will work on any Netscape or Internet Explorer browser above version 1.0.

Once your information is on our servers, your information is encrypted and your credit card information is deleted once the transaction has completed successfully. This way your personal information is always safe. We are committed to protecting you and any information given to us stays with us.

If your account has 3 credit card declines in a 24-hour period, as a result of invalid information being submitted, your account may be temporarily disabled for security purposes. After the third decline, your account will be disabled for 24 hours. If you feel your account has been disabled in error please contact us at 619-337-7713.

2.1.3. Changing Your Shopper Profile Information
Select the link "Edit Profile" link under Order Information on the left side of the website. Once selected, you will be able to change or update the following information: email address, first and last name, telephone number and extension, and zip/postal code.

To change the profile's addresses, once you have proceeded out of the Shopping Cart area by clicking "Order Now", you will be given a listing of the addresses that you have saved for your shipping and/or billing addresses. Click on edit under the address that you would like to change, and you can change any of the items that are part of that Address Profile.

You can also add more addresses for friends or family that you are shipping items to by clicking the "Add a New Address" link, and create a new Address Profile.

2.1.4. Forgotten Password
If you've forgotten your login name or password, simply fill out a request form and we will respond by sending you the information via email. Passwords are "case sensitive," which means that upper and lower case letters must be typed the same way that you originally entered them when you created your Shopper Profile. So, it is important to remember that if our website is not recognizing the password you have entered, you may need to check if any of your letters requires capitalization. Then, if your information is still not being recognized, try to remember if you have changed your e-mail address since the time your Shopper Profile was originally set up. Sometimes you may have the correct password, but it may be associated with another email address. If this is the case, you may want to try entering your previous email address. You would then need to update your Shopper or Customer Profile to include your new email address.

2.1.5. Shopper Name Not Appearing on Website
When you have created a Shopper Profile with us, every time your return for a visit, our server should recognize your information. We do this by placing a "cookie" in the memory of your computer. It is possible that our system may be unable to read the "cookie" on your computer. If this occurs, first check to see if you have installed any new Internet software. The next thing you should do is to note whether or not you are visiting our site this time from a computer that does not belong to you. Also, determine whether or not your Internet or system software is set up to remove cookies. This does not mean that your Shopper Profile has been deleted from our server. This scenario means that we are just unable to recognize your computer. If you encounter or are aware of any of the above circumstances you will need to log in from the Welcome Back Guest link to get your Shopper Profile into the computer that you are using. If your software removes your cookies and you want our website to recognize you, just set your options to accept cookies. Each software manual includes step-by-step instructions on how to accomplish this. Since each may have different actions that must be taken; we suggest that you refer to the manual that came with your software.

2.1.6. New Email Address - Different from Current Shopper Profile Information
If you have obtained a new email address, you can change or update your email address at any time by following the instructions in the section Changing Your Shopper Profile.

2.2. My Cart
It's easy to add items to your Cart! Simply click on the button that says "Add to Cart" under or next to the item's image or description being displayed on any of our pages. Once you have requested the item placed into your Cart, you will see a complete detailed list of items in your Cart. The details include Quantity selected, Item Number, Name of the item selected, Unit Price, Total Price, if the item qualifies for free shipping, the option to Remove from Order and an Update Option to change the quantity of one or all of the items in your Cart. From this page you can continue shopping or proceed to checkout.

You can always access your cart but clicking on the My Cart link at the top of the website, or on the side navigation bars and also at the bottom of the site. These links will all bring you back to the cart where your products are being added.

2.2.1. Removing an Item from Your Cart
Feel free to add any and all items that you are thinking about purchasing to your Cart. You will be able to edit the contents of your Cart at any time. When you are on your Cart detail list, simply click on the Delete feature located under the "Modify" column on your Cart list.

2.2.2. Changing the Quantity You Ordered
Feel free to add any and all items that you are thinking about purchasing to your Cart. You will be able to edit the contents of your Cart at any time. When you are on your Cart detail list, simply click on the Delete feature located under the product information on your Cart list. The delete option will again appear on the order summary page before you finalize and submit the order.

2.3. Shipping & Handling
We offer up to five (5) different types of shipping methods. We feel confident there will be an option available to suit your delivery time frame and cost.

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