Help Categories
1. Product Information
1.1 Searching foategr 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, Homeschool, 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.
Return to index 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.
Return to index 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.
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1.4 Product Details 1.4.1 Number of Products
With more than 170,000 products to choose from online, it’s easy to see why we can become your number one choice for all your Christian retail needs.
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1.4.2 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 Qty In Stock" appearing on the category detail page for each item listed. You will also be able to see the number available for each item.
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 Basket. Please continue to check the status of any out of stock item for reordering at a later date.
Return to index 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
Customer Service with your request and we will make every effort to provide this information. Actual product may vary from the description shown.
Return to index 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.
Return to index 1.4.5 Real Audio
RealAudio is the program we use that allows our customers to listen to song clips at our website. If you are not able to listen to the song clips we have listed, you may need to download RealAudio software that is free directly through their website. Just use your favorite Internet search engine to find the RealAudio website and follow their download instructions that will be compatible with your own PC. Actual product may vary from the audio samples provided.
Return to index 1.4.6 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.
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1.4.7 Product Discounts We do not offer quantity discounts. However, since all of our products are up to 30 percent off the retail price you end up saving money anyway. So, for example, if you want to place an order for a large quantity of Bibles for a church, you will end up saving money because all of our prices are up to 30 percent off retail.
We do have a select number of items (books, bibles, dvds, cds) that you can purchase as part of our Case Lot program as discounts up to 55%. Return to index
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.
Return to index 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!
Return to index 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.
Return to index 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
Customer Service.
Return to index 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.
Return to index 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.
Return to index 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.
Return to index 2.1.6 New Email Address – Different from current Shopper Profile 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.
Return to index 2.2 My Basket
It’s easy to add items to your Basket! Simply click on the button that says “Add to Basket” under the item’s image or description being displayed on any of our feature pages. Once you have selected the “Add to Basket” button, you will see a page that offers a more detailed description, and often times larger picture image, of the item you have selected.
A new button with a picture of a basket and the word Basket will need to be selected to get the item into your Basket. Once you have requested the item placed into your Basket, you will see a complete detailed list of items in your Basket. The details include Quantity selected, Item Number, Name of the item selected, Unit Price, Total Price and the option to Remove from Order, and an Update Option to change the quantity of one or all of the items in your Basket.
Return to index 2.2.1 Removing an Item from Your Basket
Feel free to add any and all items that you are thinking about purchasing to your Basket. You will be able to edit the contents of your Basket at any time. When you are on your Basket detail list, simply click on the Delete feature located under the “Modify” column on your Basket list.
Return to index 2.2.2 Changing the Quantity You Ordered
If you have ordered too many of one item or too few of another item, you can change the quantity by highlighting the quantity number in the display box in the Quantity column on your Basket list. Click the “Update” button next to your new quantity and all price totals adjust with the new quantity entered.
Return to index 2.3 Shipping & Handling
We offer five (5) different types of shipping methods. We feel confident there will be an option available to suit your delivery timeframe and cost. For additional answers to Shipping & Handling questions, please refer to the Shipping category in section 3.
Return to index 2.3.1 Ship-to Address
Once you have decided that you are ready to purchase the items in your Basket, simply click on the “Order Now” button at the very bottom of your Basket list. This brings your to Ship-to Address Entry or Selection.
If you have not listed a prior Ship-to Address with us, the phrase “Address book is empty” appears. Follow the instructions that ask you to “Click here to add an address”.
It’s like having an online address book at your fingertips. When shopping for friends, family members or yourself, it will be easy to list and save any and all ship-to addresses. One or more of the ship-to addresses that you have used or want to use will be displayed. You have four options from which to choose. You can add an additional ship-to address to your list by clicking on the link that says Click here to add an address. You can edit the address by clicking on the Edit link in below the address. You can delete the address by clicking on the Delete link below the address, as well. The other option remaining is to select an address by clicking in the circle to the left of that Address’ Name. By selecting the “Continue” button at the end of the Shipping Address list, you are brought to Shipping Options.
Return to index 2.4 Payment Methods
Our website accepts American Express, Visa, MasterCard, and Discover. At this time, we are only able to accept credit card orders. We do not accept check or Money Orders as a form of payment.
Due to the competitive pricing of our products, we are unable to process any C.O.D. or Cash/Payment on Delivery transactions.
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.
Return to index 2.5 Security
Shopping online is safe, easy and secure. Independent studies have shown that using a credit card online over a secure server is safer than ordering by phone or fax. Ordering online through our site is safe & secure. 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. By our using a secure server, you can feel safe in knowing that your personal information, including your credit card information, is encrypted and kept out of the hands of today’s savvy Internet criminals.
There are some additional steps that we tell you about to continue to protect your Security and Privacy once you have placed an online order with us. You will see the following verbiage when your order confirmation is returned to you inside of the website.
To end the current session, you must complete the following two steps:
1. Close or re-start your browser.
2. Clear browser history.
Failing to complete above steps may allow other users of your computer to view your session history and cache.
By following these simple steps, it prevents anyone from determining what website you were visiting and what you may have purchased.
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
Customer Service.
Return to index 2.6 Privacy
Your privacy is extremely important to us. We're committed to protecting your privacy. We use the info we collect about you to process orders and to provide a more convenient and personalized shopping experience.
We do NOT sell, rent or trade your personal information (including your email address) with others.
Return to index 2.6.1 What are "cookies"?
"Cookies" are small pieces of information that are stored by your browser on your computer's hard drive. Our cookies do not contain any personally identifying information, but they do enable us to provide helpful, timesaving features such as storing items in your shopping basket between visits. Most Web browsers automatically accept cookies, but you can usually change your browser to prevent that. Note: If cookies are disabled (i.e., turned off) in your browser, you won't be able to use our store (you'll be able to get to our home page, but that's it). We apologize for the inconvenience, and we're working hard to enable you to use our store without cookies.
Return to index 2.6.2 Your consent
By using our Web site, you consent to the collection and use of this information by our e-business solutions team. If we decide to change our privacy policy, we will post those changes on this page so that you are always informed of the information we collect, how we use it, and under what circumstances, if any, we disclose it.
Return to index 2.6.3 Information Collected
What information do we collect and how do we use it?
_ When you order, we need to know your name, email address, mailing address, phone number, credit card number, and expiration date. This allows us to process and fulfill your order and to notify you of your order status.
_ When you enter a Giveaway or other promotional feature, we may ask for your name, address, and email address so we can administer the Giveaway and notify winners. If you win, we may publish your name (first name and last initial only).
_ When you submit a customer review, we ask for your email address, although you can choose not to have your email address displayed with your review.
_ When you sign up for one of our email newsletters, we need only an email address -- which we use to send the information you requested.
_ We do monitor customer traffic patterns and site usage to help us develop the design and layout of the online store making it easier to navigate.
Return to index 2.6.4 Your Telephone Number
Customers providing us with their telephone numbers on their Shopper Profile may get a telephone contact from us about the status of an online order. This may be done when attempts to contact a customer by email has not been successful.
Return to index 2.6.5 Policies for those 18 and Under
Parents should spend time with their children and enjoy the activities offered on our site. We stress, however, that anyone 18 years old or younger should not submit any information, enter any contests or contact us online without their parent or guardian's permission and total involvement.
Return to index 3. Shipping Methods, Costs, and Delivery Timeframes
There is a flat rate for every order placed, then a per item rate added for each unit. Orders are generally shipped within 1-2 business days from the time of the order. For items that qualify for Free Shipping, they are shipped via Media Mail through the USPS. This is slower form of shipping that can take up to 10 days for delivery. Please see the details for Media Mail shipping below at item 3.1.
Standard Shipping - Worldwide Multiple Warehouse Shipping
There is an additional charge for shipping on orders that ship from multiple warehouses. You will see the number of warehouses and shipping charges on the "Choose Shipping" Screen before you complete your order (e.g., "UPS Ground-2" for two warehouses).
3.1 Standard Shipping – Media Mail (via USPS)
Shipping Time: 8 – 10 days
Order Tracking and Delivery Confirmation
$1.99 per order (Additional $1.99 per warehouse)
$0.99 per item
Only available for Books, Bible, CDs, Videos, and Software. Available to the U.S. & U.S. Territories only.
3.2 Priority Mail – U.S. Postal Service
Shipping Time: 3 – 9 days
Tracking Available
$5.99 per order (Additional $5.99 per warehouse)
$1.49 per item
Available to all U.S. States, U.S. Territories and all APO/FPO and P.O. Boxes.
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3.3 UPS Ground
Shipping Time: 3 – 9 days
Tracking Available
$5.99 per order (Additional $5.99 per warehouse)
$1.49 per item
Available to all U.S. States. Not available to Guam, Puerto Rico, or U.S. Virgin Islands.
Orders being shipped to a P.O. Box can only be shipped via USPS Priority Mail or USPS Media Mail.
Also please note that UPS does not deliver on Saturdays. You may wish to factor this into your shipping selection for expedited shipping methods.
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3.4 2nd Day UPS
Shipping Time: 2 – 3 days
Tracking Available
$12.99 per order (Additional $12.99 per warehouse)
$2.99 per item
Available to all U.S. States. Not available to Guam, Puerto Rico, or U.S. Virgin Islands.
Orders being shipped to a P.O. Box can only be shipped via USPS Priority Mail or USPS Media Mail.
Also please note that UPS does not deliver on Saturdays. You may wish to factor this into your shipping selection for expedited shipping methods.
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3.5 Next Day Air
Shipping Time: 1 – 2 days
Tracking Available
$32.99 per order (Additional $32.99 per warehouse)
$4.99 per item
Available to all U.S. States. Not available to Guam, Puerto Rico, or U.S. Virgin Islands.
Orders being shipped to a P.O. Box can only be shipped via USPS Priority Mail or USPS Media Mail.
Also please note that UPS does not deliver on Saturdays. You may wish to factor this into your shipping selection for expedited shipping methods.
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3.6 Economy Shipping - Europe
Shipping Time: 20 – 25 days
Tracking is not available
$1.95 per order (Additional $1.95 per warehouse)
$3.99 per item
Customer is responsible for any possible custom or duty charges. Value Added Tax (VAT) will not be charged. Pre-Payment may be required via Money Order or Cashiers Check. Available to international customers in Europe or U.K. (This rate is available for orders containing books only. Orders containing CDs, DVDs, Accompaniment tracks, etc. do not qualify for this rate.)
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3.7 Standard Shipping - Worldwide
Shipping Time: 20 – 25 days
Tracking is not available
$1.95 per order (Additional $1.95 per warehouse)
$4.99 per item
Customer is responsible for any possible custom or duty charges. Pre-Payment may be required via Money Order or Cashiers Check. Available to all international customers except Canada.
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3.8 Canadian Shipping
Shipping Time: 20 – 30 days
Tracking is not available
$8.99 per order (Additional $8.99 per warehouse)
$2.99 per item
Customer is responsible for any possible custom or duty charges. Pre-Payment may be required via Money Order or Cashiers Check.
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4. After Your Order Has Been Placed
After your order has been placed, you will receive a confirmation that is sent directly to the email address you provided at the time of your order. Your email address is our method of communication to you in the event it becomes necessary to notify you of the status of your order.
4.1 Order Tracking
You are in control of your order. When shipment is being made by methods other than Standard Mail, also known as Media Mail, you will receive a tracking number. This tracking number will enable you to trace the steps of the package from the warehouse to its destination.
For items that are shipped via UPS, you can track them online at www.ups.com and place the tracking number in the “Track Packages & Freight” box. It will give you detailed information about your package and its anticipated delivery date.
For items that are shipped via USPS, you can track them online as well at www.usps.com. Place your tracking number in the box on the right of the page that says “Track and Confirm.” USPS will let you know if your package has been delivered and the date of delivery.
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4.2 When Payment is Due
After you submitted an order online, you will receive a confirmation email from our system. This indicates that your order has been received. When you make a purchase, we request authorization from your bank for the transaction. Your bank immediately places a temporary hold (known as an "authorization hold") on your credit card or debit account for that amount. When your merchandise ships, we charge your account and the actual withdrawal takes place. If there is a delay in fulfilling your order, we will again request authorization from your bank to verify that funds are still available. If your order is cancelled, we do not hold the authorization but it can take up to a month after the authorization for the bank to release it. You may also contact your bank to request an immediate release of the hold placed on your account.
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4.2.1 Sales Tax
Sales tax is charged only on orders sent within the state of North Carolina. North Carolina state laws require that we charge a sales tax on the full amount of the order (not including shipping and handling).
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4.3 Returns
Because we feel that we offer the highest quality products at the best prices, and we inspect and pack all of our orders with care, we think you'll be extremely satisfied with your purchases. However, there are times when items are damaged, defective, or incorrectly shipped. If this is the case for you, we'll gladly replace them.
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4.3.1 RETURNS POLICY:
Any defective, incorrect or damaged item may be returned, if postmarked within 30 days of receipt, via the U.S. Postal Service (preferably by Media Mail if qualified). Please notify us of return, and we will reimburse your postage costs for the return.
Any item you are not satisfied with (not as expected, arrived too late, wrong size, etc.) if postmarked within 30 days of receipt and received in original, sellable condition will be issued an exchange or refund of merchandise cost only. We cannot reimburse postage costs for returns which fall into this category.
Due to the varying policies of vendors, we find it necessary to impose restocking fees for the following items:
- Offering Plates, Communion Ware, Alter Ware, Portable Communion Sets, etc. - 25% restocking fee within the 30 days, exchanges may have a reduced restocking fee if requested and received within the 30 days.
- Robes, Pulpit Stoles, Parament Sets, etc. - 25% restocking fee within the 30 days, exchanges may have a reduced restocking fee if requested and received within the 30 days.
Computer software, videos, CDs, cassettes, DVDs or other media may only be returned for refunds if UNOPENED. If opened, they may be returned only for replacement with the same item. Accompaniment tracks and home school products may not be returned.
Any return that does not comply with the above policy will be subject to a significant restocking fee, at our discretion.
Returns may be sent to us via the U.S. Postal Service, using Media Mail if qualified.
Process for return:
We are happy to accept your return and will refund your credit card for the amount of the items purchased if you:
- Return the following items UNOPENED: CDs, DVDs, cassettes, and software. We will also gladly take back new Bibles, books, and prints in their original condition.
- Include a copy of your packing slip and/or order number and reason for return.
- Return your items within 30 days of delivery date.
- For your own protection, make sure that when returning products, they are returned in a manner for which you will have proof of your return i.e., insured, UPS (traceable).
NOTE: Original and return shipping costs will not be refunded. We are unable to return any items back to you that have been returned to us, which do not meet the above return guidelines.
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4.4 To Cancel An Order
Due to the fact that most online customers are expecting their items in a timely manner, the warehouse retrieval and fulfillment process moves quickly. An order cannot be cancelled once you have submitted it electronically. Please submit your order only after you have verified that your order is complete and for the products desired.
4.5 Customer Service
Want to talk with a real person? We'll be happy to track your order or answer any other questions you may have.
Office hours: 8:30 a.m. to 5:30 p.m. EST, Monday through Friday
Phone: 1-866-526-7173
Email Addresses:
For product info, please email product@thinkinnovative.com
For info about our Affiliate Program or about advertising on our site, or if you have a product you'd like us to carry in our site, please email marketing@thinkinnovative.com
If you have suggestions for how we can improve the store, please email suggestions@thinkinnovative.com
For all other inquiries, please contact Customer Service
Our mailing address:
Innovative, Inc.
Attention: Customer Service
4280 Piedmont Parkway, Suite 105
Greensboro, NC 27410
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5. Frequently Asked Questions
1.
How do I change my payment information for an order? 2.
Is there another method of payment I can use for my order other than a credit card? 3.
Is shopping online with your company secure? 4.
How do I change my order information for an incorrectly selected item? 5.
How do I change the address for an order? 6.
Can I save my billing and shipping information for future orders? 7.
How do I locate a specific item I want to buy? 8.
Where can I see a list of everything I ordered? 9.
What if I need more of a description about the item(s) I’m ordering? 10.
Where is my order? 11.
Why is my order not complete? (Only received 2 of 3 items) 12.
How long will it take me to get my order? 13.
Can shipment be made outside of the US? 14.
How do I contact someone for Customer Service? 15.
How do I return an item? 16.
How do I cancel an order that has not yet been filled? 17.
How do I check stock availability? 18.
Do I get a discount when ordering several items or ordering in bulk? Return to index 6. Digital Music Store/Music Downloads Help
6.1. Can I use iTunes and my iPod to play music from your store?
Our MP3 music files can be played in Apple's iTunes and transferred to the iPod. DRM-protected WMA files, however, are not compatible with these products because iTunes will only read Apple's AAC protection. As a result, you can play the WMA files we offer on the hundreds of portable devices that are compatible with WMA protected files, along with most media players such as Windows Media Player, Real Player, Winamp, and Music Match to name a few.
6.2. Does this store offer songs in MP3 format?
Many of the albums and tracks available on our store are available in the more flexible MP3 file format, with more being added every day! With this change, our customers can now download raw MP3 files for most of our Independent Artist catalog for sale alongside our extensive catalog of songs from the major labels, which remains in the DRM protected WMA format. Look for MP3 in the “format” column as you search for your favorite music on our store, and check back frequently as we add new MP3s daily!
As you purchase music, keep in mind the following details about the file formats we offer:
DRM-Protected WMA Files
- Ensure that you can legally acquire the license to play, transfer, sync, and burn music for your own, non-commercial use.
- Can play and burn music on several high quality players.
MP3 Audio Files
- Offer a more flexible format for expanded usage rights.
- Can play on most high quality players, including the iPod.
Download It
After you purchase, you have the option to download your music now or later. Check the songs you would like to download immediately and simply click "Download Now". After your purchase, you are prompted to download your music. Simply click "Download Now".
On some, rare occasions you will not be prompted to download. If this happens, simply click the "Library" button at the top of the page and you will be directed to the library of songs you have purchased. From here, be sure the song's checkbox is checked and click "Download Checked Songs". This is also the same location to download your music if you opted to download later.
Enjoy It
It’s that simple. All your music is safely and securely stored on your computer exactly where you want it for quick and easy access. Now open Windows Media Player and start enjoying your music.
6.4. I would like to purchase music from your store, how do I download music?
- Login with your email ID and password
If you’re a new user, you’ll need to register to purchase music. Click on the “New User” button on the left navigation frame on the home page. If you’ve already registered, then simply log in.
- Search and purchase music
Use any of the search functions to find the music you want to purchase. Purchase the music using Points, PayPal, or your credit card. Once you have purchased the music, you are prompted to download. - Download your music
Click “Download Checked Songs”.
The “Download Now” button, as the name implies, allows immediate downloading. To delay downloading, simply uncheck the “Download Now” box next to any song titles that you do not want to immediately download. To find those songs later, select “Library” from the menu at the top of any page and you’ll find your songs listed in your Library Manager. - Install the software
This is an automatic prompting if you’re a new customer. Our software is part of the song downloading process the first time you download a song from us. If you are a returning customer, proceed to step 5. When you download your first song purchased from our store, the software is downloaded to your computer (a small download about the size of a single song file). You should see the software acceptance page. The Installation will begin when you click the "Yes" button to install now. If you’re a Windows XP service pack 2 OS user, look carefully at the download acceptance page and the song download page. You might see a message appearing in the task bar at the top of these pages with a blue shield icon. This is alerting you that a required ActiveX control needs to be added BEFORE installing the software. To proceed, simply click on this message and accept the necessary ActiveX control. - Download Tips
During installation, you will be prompted to specify a folder location to store your music files. You can either accept the default, or click the Browse button to navigate your computer to select the folder into which you want to download your music. A downloading status window appears to indicate the progress of the download to your computer (queued, retrieving, downloading, and complete). Be patient here and wait for the pop-up message that indicates your download was successfully completed.
6.5. How do I download the music I purchased from your store?
If you were not prompted to download your music when you purchased it, or if you chose not to download at the time of purchase, you can download at any time after purchase by following these steps:
- Simply log in to the music store and navigate to the "Library Manager" (click on the "Library" button near the top of the page).
- Make sure the song's checkbox is marked and then press the "Download Checked Songs" button.
When you download your first song purchased from our store, you will be prompted to download the PassAlong Networks software to your computer. This is a small download (about the size of a single song file) that manages the license of the music you purchase, enabling you to play, burn and transfer your music. Once you have downloaded this software you will be on your way!
6.6. I'm still having trouble downloading, what can I do?
Sometimes certain computer settings can cause your music not to download properly. If you experience problems downloading, try the following troubleshooting steps.
Download Tips
First, check to see if your music is available for downloading from your library. From the home page, simply log in and navigate to the library; (click on the "Library" button). If you have not previously downloaded the song, mark the checkbox beside your song and press the "Download Checked Songs" button.
If the downloading process still fails, it could be due to an intermittent problem with the server or due to configuration issues on your computer that are preventing the download from completing. Typically, you will see the following symptoms:
- The song that you tried to download is listed with a status of 'error' on the Download Status page. You can hold your mouse pointer over the error to note the message detail.
- You see a Download Status page after purchase music, but the download doesn't proceed or you see a persistent “hour glass” but nothing happens.
- You see a status of 'Completed' on the Download Status page and you’ve been prompted that your music has successfully download, but you cannot locate the music anywhere on your computer.
Troubleshoot ChecklistIf you experience one of these above or similar symptoms, please check for the following:
- Connection: Are you on a dial-up or broadband connection to the Internet? If you’re on a dial-up modem, your download process could take in excess of 15 minutes per item.
- Firewall: You may have some firewall, anti-spyware application, anti-virus, or other security software installed on your computer, which could be interfering with the downloading process. You want to temporarily disable these applications.
- ActiveX: Are you accepting the necessary ActiveX control if it prompts you? If you have installed the Windows XP Service Pack 2 upgrade, please check the software-acceptance and song download pages for a message box with a blue shield icon appearing at the top of these pages. The ActiveX prompting, if it appears, means an ActiveX control is required BEFORE installing the necessary software. To proceed, simply click on the message box with the [INSERT SHIELD] icon found at the top of this page and accept the ActiveX control. Windows XP Service Pack 2 produces this message (find out more about ActiveX and settings below).
- Security: Many computers have redundant internet security programs running such as a dedicated security programs (Norton's, ZoneAlarm, MacAfee, etc). These should also be disabled temporarily or configured. Refer to your security program's help menu for instructions on how to configure pop-up and ad catcher programs. To turn off your pop-up catcher on your IE browser, go to Tools > Internet Options > Privacy tab and uncheck "Block pop-ups". Due to a wide range of third-party software installed on your computer, it’s best to consult your security program’s help guide and learn how to disable these features temporarily or configure these settings.
- Intrusion: Have you run any anti-spyware programs lately? A spyware program or some other intrusion may be hijacking (or at least interfering with) your browser.
- Pop-up Blockers: Once you configure Ad Blocking or Pop-up Blocking, information may still be blocked on the Web site. This is often because old Web site information is being used from your Web browser's cache. You must clear the cache for the configuration changes to work. That is why it is a good practice to clear out your browser cache (internet temp files) and cookies from time to time.
If you are still unable to download the songs you purchased, you can contact a Digital Music Store technical support for more assistance by clicking
here.
If you are unable to locate an answer to your question, go to their “Ask a Question” tab, and submit an inquiry to Digital Music Store’s Customer Support.
6.7. How do I transfer my music to a portable player?
There is no limit to the number of times you can transfer (also referred to as "sync") your music to your portable player.
To do so, we recommend the latest version of Windows Media Player (WMP) or iTunes (for MP3 files only). If you have any questions about transferring, refer to these player's help topics.
6.8. Are songs downloaded from this store legal?
Yes. Downloads sold from this store are legal when used in accordance with our terms of use as described within the Terms & Conditions and End User License Agreement (EULA). You're entitled to export your purchased downloads for personal, non-commercial use to compatible portable digital players that support secure Windows Media formats.
Our store has legal agreements with all of the major record labels, large independent labels and distributors to sell digital music online. Accordingly, we pay the appropriate wholesale price to the record labels per our agreement with them. The record labels, in turn, pay all artist and mechanical royalties as is agreed upon in their contracts with them.
6.9. How do I redeem my Gift Card or Promo Code?
Only Gift Cards specifically for the Digital Music Store may be used towards purchasing music downloads. Gift cards for the physical store or the online merchandise store will not work in conjunction with the Digital Music Store.
If your gift card is specifically for Digital Music Store:
Whether you have a Gift Card, Promo Card, or Redemption Card, the method of using them is the same. Simply follow the instructions below:
- From our home page, click the redemption link from the left menu. If this is your first time downloading from our store, click the “New User” link on the right and complete our quick, easy registration process to create your account. Otherwise, enter your login information in the box provided and click “Login”.
- Once logged in, enter the code from your card into the box provided.
- Congratulations! You can now begin using your points to download music from our store.
6.10. How do I access my account?
Once established, you can access your account from our music store. Simply sign in using your account User ID and password, then click “Account” at the top of any page.
Managing Your Account:
Once an account has been established, you can:
- Change your Email Id, Nickname, and Password
- Change your Instant Messenger program and Download Path
- View your Showcase, Purchase History and Passing History
6.11. What is my shopping cart, and how do I access it?
Anytime you buy music, that song or album goes directly into your virtual shopping cart. You are not charged for any music in your cart until you complete the checkout process by selecting a payment method.
Note: Items remain in your shopping cart for 60 days or until you check out.
Accessing your Shopping Cart:
When you want to see what’s currently in your cart or to delete an item that you already have in the cart, click the "Cart" icon at the top of any page.
Note: You must log in to the music store to access your cart.
6.12. Is your service safe for my PC?
Our store, along with all other software and digital download products that we offer are safe for your computer. Our products are free from viruses and spyware or intrusions of any kind, and we will never send you spam or install tracking (Spyware) programs onto your computer.
We are concerned about our customer’s privacy rights. For further information, please click on the links at the footer of any page from the Digital Music Store to review the Privacy Policy, as well as the Terms & Conditions and End User License Agreement (EULA).
6.13. Who do I contact if my question is not answered here?
To contact Digital Music Store’s Technical Support, please click here.
If you are unable to locate an answer to your question, go to their “Ask a Question” tab, and submit an inquiry to Digital Music Store’s Technical Support.
7. Glossary of Terms and Frequently Used Abbreviations
Please use this chart to help in understanding descriptions of products or when searching for certain products. |
Frequently Used Abbreviations |
| | |
| | Signifies a type of paperback book |
| Mass-market paperback book | Signifies a smaller type of paperback book |
| | |
| | |
| | Found on accompaniment tracks. Indicates vocal range |
| | Signifies audio disc for DVD player |
| | |
| Compact Disk - Read Only Memory | Signifies Computer Software |
| | Usually found on Bibles, sometimes books |
| | Usually found on Bibles, sometimes books |
| | "Hardcover" and "cloth" are essentially the same types of book/Bible bindings |
| | Refers to paperback book/Bible |
| | |
| New International Version Bible | |
| New Living Translation Bible | |
| New International Reader's Version Bible | |
| New American Standard Version Bible | |
| Contemporary English Version Bible | |
| New King James Version Bible | |
| New Revised Standard Version Bible | |
| New American Bible (Catholic version) | |
| International Children's Bible | |
| New Century Version Bible | |
| Reina-Valera Version Bible (Spanish) | |
| | |
| | |
| | Refers to apparel or Bible cover sizes |
| | Refers to apparel or Bible cover sizes |
| | Refers to apparel or Bible cover sizes |
| | Refers to apparel or Bible cover sizes |
| | Refers to apparel or Bible cover sizes |
| | Refers to apparel or Bible cover sizes |
| | Refers to leather Bible covering |
| | Refers to leather Bible covering |
| | Refers to leather Bible covering |
| | Refers to leather Bible covering |
| | Refers to leather Bible covering |
| | Refers to leather Bible covering |
|
| |
| |
| United States Postal Service |
| What is used inside of your computer to remember Internet sites you have visited |
