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Frequently Asked Questions

How do I apply a discount code (promo code/coupon) to my order?

Discount codes can be entered on the shopping cart page OR during the "Payment Information" step of checkout.
 - Shopping cart page: Once you've added item(s) to your cart, click the "Cart" link at the top of the site and choose "View Shopping Cart." A discount code box appears on the right side of the page. Enter the code and click "Apply." If the code is valid, the discount will be reflected in your new grand total.
- "Payment Information" step: Once you have begun the checkout process, you still have an opportunity to apply a discount code during the "Payment Information" step. A discount code box appears under the credit card information fields. If the code is valid, the discount will be reflected in the grand total displayed during the "Order Review" step.
 
Free shipping discount codes
The easiest way to redeem a free shipping discount code is to enter the code on the shopping cart page. When you proceed through checkout, you will see a free shipping method offered during the "Shipping Method" step. Please note: free shipping offers ONLY apply to domestic shipping.
 
If you have difficulty, call us at 866-866-5621 or use the "Customer Service" page to send us an email.
 

 

I'm having problems locating, opening, or saving my downloadable products.

Please review our "Download Issues" page for more information.
 

 

I’m having problems with my log-in and password. How do I find out what they are?

Your log-in is your email address. If you have forgotten your password, click the"Forgot Your Password?" link (also located below the password box) and a new one will be sent to you.
 

 

I didn't receive an order confirmation email.

Sometimes order confirmation emails are filtered by your mail client's spam filters. Check the spam folder of your inbox to identify if this has happened. You can always check the status of your order and confirm that it was properly submitted by logging in to your account (using the links in the upper right corner of the site). Once logged into your account, the "My Orders" menu will list your recently placed orders.
 

 

Where is my order? It should have been delivered by now.

You can see the status of your order, including tracking information once your package is picked up for shipment, by logging in to your account (using the links in the upper right corner of the site). Once logged into your account, the "My Orders" menu will list your recently placed orders. If you don't see tracking information for your order, you may have ordered a downloadable product and not realized it. The good news is that you already have immediate access to it, so no more waiting! Just click "My Downloadable Products" in the left-hand menu for a list of files you can begin immediately downloading.
 

 

How do I access my order history, downloadable products, and account information?

You can access everything about your account—including your downloadable products—from your account dashboard. Just use the "Sign In" link at the top of any page. Once you sign in, you will be automatically directed to your account dashboard or you can use the "Account" link at the top of any page to navigate there. If you have purchased products as a “Guest” and not through an account that has been set up, unfortunately you will not be able to view information specific to your orders.
 

 

How do I use your DVDs in my small group?

DVDs are available in one of three formats; each can be used slightly differently in a group setting.
Companion DVDs: These DVDs have a companion paperback study guide or book, which can be found in the "Study Guides" section of our store or through the links at the bottom of the DVD product page.
Study DVDs: These DVDs contain both the full-length messages and trimmed (15- to 20-minute) video segments followed by on-screen discussion question prompts. The trimmed messages can be accessed from the DVD menu once the disc has been placed in a DVD player or computer.
Series DVDs: These DVDs come with a bonus disc that contain a Leader's Guide PDF of discussion questions. This PDF can be accessed by placing the bonus disc in your computer.
Reference the product description for any DVD if you have questions about the format of a specific message series.
 

 

Are study guides available for every message series?

Study guides are available for many of our message series, but not all of them. Our selection of study guides can be viewed in the "Study Guides" section of our store. The DVDs with a matching study guide or book available are noted as "Companion DVDs" and links to the study guide or book can be found at the bottom of each DVD product page.
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