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Help File Table of Contents

Please select from a category or topic listed below.

Frequently Asked Questions

1. What is a Credit Card Security Code?
2. How do I change my payment information for an order?
3. Is there another method of payment I can use for my order other than a credit card?
4. What if the balance left on my Gift Card isn't enough to pay for the whole order?
5. Is shopping online with your company secure?
6. How do I change my order information for an incorrectly selected item?
7. How do I change the address for an order?
8. Can I save my billing and shipping information for future orders?
9. How do I locate a specific item I want to buy?
10. Where can I see a list of everything I ordered?
11. What if I need more of a description about the item(s) I’m ordering?
12. Where is my order?
13. Why is my order not complete? (Only received 2 of 3 items)
14. What do I do if my order arrives and something is missing or wrong?
15. How long will it take me to get my order?
16. Can shipment be made outside of the US?
17. How do I return an item?
18. How do I cancel an order that has not yet been filled?
19. How do I check stock availability?
20. Do I get a discount when ordering several items or ordering in bulk?
21. Which products qualify for Free Shipping?
22. How to qualify for free Shipping?
23. How do I contact someone for Customer Service?

1. Product Information

1.1. Searching for Products
1.2. Quick Search
1.3. Advanced Search
1.4. Product Details

1.4.1 Number of Products
1.4.2 Product Availability
1.4.3 Product Descriptions
1.4.4 Product Images
1.4.5 Audio Player
1.4.6 Pricing
1.4.7 Product Discounts

2. Placing Your Order

2.1.1 Creating a Shopper Profile
2.1.2 Shopper Profile Security
2.1.3 Changing Your Shopper Profile Information
2.1.4 Forgotten Password
2.1.5 Shopper Name Not Appearing on Website
2.1.6 New Email Address- Different from Current Shopper Profile Information
2.2. My Cart
2.2.1 Removing an Item from Your Cart
2.2.2 Changing the Quantity You Ordered
2.3. Shipping & Handling
2.3.1 Ship-to Address
2.3.2 Free Shipping
2.4. Payment Methods
2.4.1 Credit Card Security Code
2.4.2 Using an Online Gift Certificate
2.5. Security
2.6. Privacy
2.6.1 What are “cookies”?
2.6.2 Your consent
2.6.3 Information Collected
2.6.4 Your Telephone Number
2.6.5 Policies for those 18 and Under

3. Shipping Methods, Cost and Delivery Timeframes

3.1. Standard Shipping – Media Mail
3.2. PO or APO Box Via Priority Mail – US Postal Service
3.3. UPS or FedEx Ground
3.4. 2nd Day UPS or FedEx (applies to the continental U.S. only)
3.5. Next Day Air (applies to the continental U.S. only)
3.6. Economy Shipping - Europe
3.7. Standard Shipping - Worldwide
3.8. Canadian Shipping

4. After Your Order Has Been Placed

4.1. Order Tracking
4.1.1 Backorders and Partial Shipment
4.1.2 What do I do if my order arrives and something is missing or wrong?
4.1.3 Tracking Your Order
4.2. When Payment is Due
4.2.1 Sales Tax
4.3. Returns
4.3.1 Returns Policy
4.3.2 Return Authorization Process
4.4. To Cancel or Modify An Order
4.5. Customer Service

5. More about In Store Reservation and Pick-up

5.1. How Often Are Inventory Listings Updated?
5.2. You listed an item as "In Stock," but you were sold out when I got to the store. What happened?
5.3. I went to the store and the price was higher than online. Why?

6. Online Gift Certificates

6.1. Important Information on Using Your Online Gift Certificate
6.2. How quickly is the Online Gift Certificate sent?
6.3. What if I want to buy an Online Gift Certificate now, but I don’t want the e-mail to be delivered right away?
6.4. Is a credit card required when my friend/family redeems their eCertificate?
6.5. Can I use my Online Gift Certificate in a store?
6.6. How do I redeem my Online Gift Certificate?

7. Glossary of Terms and Frequently Used Abbreviations

Help Categories

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, 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.
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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.
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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 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. For more information on this see the section on More about In Store Reservation and Pick-up.

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.
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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.
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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.
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1.4.5 Audio Player
MP3s should work with Internet Explorer 9+, Firefox (21 running on Windows 7, Windows 8, Windows Vista, and Android), Chrome, and Safari. Opera does not work.
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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 50 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 50 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%. 
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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.
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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!
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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.
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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.
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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. 
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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.
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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.
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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.
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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.
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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.
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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.
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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 timeframe and cost. For additional answers to Shipping & Handling questions, please refer to the Shipping category in section 3.
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2.3.1 Ship-to Address
Once you have decided that you are ready to purchase the items in your Cart, simply click on the “Order Now” button at the very bottom of your Cart 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.
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2.3.2 Free Shipping
All qualifying items will include the following message on the product page.



Qualifying items are printed and recorded products such as books, Bibles, CDs, cassettes, videos and DVDs that include the "Qualifies for free shipping on orders over $40.00" offer on the product page. Items such as Bible accessories, gifts, jewelry, etc. as well as most Ministry Exclusive Products do not qualify for free shipping and do not display the Free Shipping icon.

How to qualify for free Shipping?
  1. Place $40 or more of qualifying items in your cart.
  2. Go to your basket.
  3. Ship your order to an address in the continental U.S.
  4. Be sure to select "Media Mail - Free" shipping on the Shipping page during check out. (Note: "The Media Mail - Free" shipping option will not appear if your order includes any non-qualifying items.)
  5. Charges relating to shipping, handling, and taxes will not be included to meet the $40 minimum. The Free Shipping offer will not apply to any order where cancellations or returns reduce the amount of qualifying purchases to less than $40; we reserve the right to charge applicable shipping and handling costs to any such order. This free shipping offer may change or be discontinued at any time.
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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.

Merchant Gift Cards - You can use any amount on your Merchant Gift card up to and including the full amount required to pay for the entire order. If the balance on your Merchant Gift Card is not enough to pay for your entire order, you may pay for the balance with a secondary credit card, using the same billing address. If you make a purchase for more than the amount available on the card without another form of payment to pay the difference, the transaction will be declined.

For security reasons, we require that your billing address for your order match the billing address on the card. For your Gift card to work, please register your card before placing any orders. Please note that when ordering online, the information on the card must match exactly to the information given to the merchant or the transaction will decline.

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.
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2.4.1 Credit Card Security Code
The Card Security Code (CVV) is a 3 or 4 digit number printed on your credit card. It provides added security when you use your card on the Internet or over the phone. The number appears only on the card itself, not on receipts or statements.

We ask for the security code when you enter your payment information. This helps ensure that anyone placing an order has the card in his or her possession and is not using a stolen credit card number.

Each credit card company has a different name for the security code and puts it in a different place.

Visa / Mastercard / Discover Networks

The validation number for Visa, Mastercard and Discover Network is a 3-digit number printed on the back of your card. It appears after and to the right of your card number. On new Visa cards, the code is embedded nearby in the plastic. For your safety and security, please enter this number on the appropriate field on the payment page.



American Express

The American Express validation number is a 4-digit number printed on the front of your card. It appears after and to the right of your card number. For your safety and security, please enter this number on the appropriate field on the payment page. Note: some American Express cards have a 4-digit number below the account number. This is not the security code CVV.



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2.4.2 Using an Online Gift Certificate
Using an Online Gift Certificate is easy. When you are finished shopping online and have added your items to your cart proceed through the check out process just like you would on any other order. On the Order Summery page of check out, you’ll see a box where you can enter your Online Gift Certificate code (just below the Sales Tax and Online Promotion box and above the Order Total). Simply enter your Online Gift Certificate code and click “Apply”. The screen will refresh and it will tell you what amount was applied. Then click “Place Order” to finish your order. You will be asked to provide a credit card if the amount of the order is greater than the Online Gift Certificate that you use.

At this time, only one Online Gift Certificate can be used at a time. If you need to use more, please contact customer service

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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.
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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.
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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 cart 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.
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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.
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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.
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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.
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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.
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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 (see free shipping details), 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.

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
$2.99 per order (Additional $2.99 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 PO or APO Box Via Priority Mail – U.S. Postal Service

Shipping Time: 3 – 9 days
Tracking Available
$5.99 per order (Additional $5.99 per warehouse)
$1.99 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 or FedEx Ground

Shipping Time: 3 – 9 days
Tracking Available
$5.99 per order (Additional $5.99 per warehouse)
$1.99 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 and FedEx do 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 or FedEx (applies to the continental U.S. only)

Shipping Time: 2 – 3 days
Tracking Available
$13.99 per order (Additional $12.99 per warehouse)
$2.99 per item

Applies to the continental U.S. only.
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 and FedEx do 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 (applies to the continental U.S. only)

Shipping Time: 1 – 2 days
Tracking Available
$32.99 per order (Additional $32.99 per warehouse)
$4.99 per item

Applies to the continental U.S. only.
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 and FedEx do 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: 10 – 15 days
Tracking is not available
$1.95 per order (Additional $1.95 per warehouse)
$3.99 per item

Due to the always varying regulations, for International orders, customer is responsible for any possible custom, duty or Value Added Tax (VAT) charges. 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: 10 – 15 days
Tracking is not available
$1.95 per order (Additional $1.95 per warehouse)
$5.99 per item

Due to the always varying regulations, for International orders, customer is responsible for any possible custom, duty or Value Added Tax (VAT) 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: 10 – 15 days
Tracking is not available
$8.99 per order (Additional $8.99 per warehouse)
$2.99 per item

Due to the always varying regulations, for International orders, customer is responsible for any possible custom, duty or Value Added Tax (VAT) 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 FedEx, you can track them online at www.fedex.com and place the tracking number in the “Track Shipments/FedEx Office Orders” 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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4.1.1 Backorders and Partial Shipment
Occasionally at the time of shipment, we are able to ship most of the items you order but cannot ship the remaining due to it being temporarily out of stock in our warehouse.

The ones not shipped are due to the item being out of stock/discontinued at our warehouses. We do not have a back order policy with our fulfillment centers to allow our customers to find their products elsewhere in a timely manner. You will only be charged for the actual products that shipped so no credit will be necessary. Fortunately, the stock on most items should be replenished quickly for you to place another order.
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4.1.2 What do I do if my order arrives and something is missing or wrong?
Due to varying item availability and warehouse locations, your items may be shipped separately when you place an order for multiple items. We will not charge you extra for split shipments.

If your order has arrived and something is missing, damaged or defective, please make sure you check the items that you have received against the information on your packing slip and/or your Order Confirmation document. The packing information you receive with your order will tell you which items should be in the box you received, and you can use the Order Tracking tools to see if the rest of your order is on its way.

If the item you ordered is listed correctly on your packing slip and/or Order Confirmation document, but the item actually delivered is incorrect, within 30 days of receiving the order, please contact customer care via the online form at Contact Customer Care, selecting the “Received My Order, Have an Issue” topic.

If an item appears on the packing slip and/or Order Confirmation document but hasn’t arrived, it may still be in transit. To check if the item is still in transit, go to the Order Tracking Section. If you can’t locate a missing item by using the Order Tracking tools, within 30 days of placing the order, contact customer care via the online form at Contact Customer Care, selecting the “Item Missing From My Order” topic.
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4.1.3 Tracking Your Order
You are in control of how your order gets to you. 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 FedEx, you can track them online at www.fedex.com and place the tracking number in the "Track Shipments/FedEx Office Orders" 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
State Sales tax for US addresses 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 including shipping and handling.
Due to the always varying regulations, for International orders, customer is responsible for any possible custom, duty or Value Added Tax (VAT) charges.
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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:
NOTE: Any return that does not comply with the below policy will be subject to a significant restocking fee, at our discretion. We are unable to return any items back to you that have been returned to us, which do not meet the below return guidelines.

Items that qualify for a return are:
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 shipping or postage costs for returns which fall into this category.

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 if the original is damaged.

Defective, Incorrect or Damaged Item
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 qualifies).

Due to the varying policies of vendors, we findit necessary to impose restocking fees for the following items:

  • Offering Plates, Communion Ware, Altar 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.


Items that do not qualify for a return are:
Accompaniment tracks, Home School products and Communion Wafers/Bread may not be returned.

NOTE: We are unable to return any items back to you that have been returned to us, which do not meet the below return guidelines.

Return Shipping Method
Unless instructed otherwise, for your 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 (traceable) like UPS or FedEx Ground.

4.3.2 Return Authorization Process
We are happy to accept your return if it qualifies with the above policy and you follow the Return Authorization Process listed below:

  1. Complete the Return Authorization Form.
  2. Once your return has been approved you will receive an email with an authorization number to be included with your return and specific instructions to help you insure your return will be processed quickly.
  3. The authorization number will be coming from the email address: returns@thinkinnovative.com. Please add the email address returns@thinkinnovative.com to your safe list to ensure you receive the email in a timely manner. Include a copy of your packing slip and/or order number and reason for return.
  4. Return your items within 30 days of delivery date.
  5. 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).

If you need immediate assistance please feel free to contact Online Customer Service Monday-Friday 8:30AM-5:30M EST - for faster service, be sure to have your order number ready.
For Domestic Calls: 866-526-7173
For International Callers: 336-854-5570
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4.4 To Cancel or Modify 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 or modified 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
For Domestic Calls: 866-526-7173
For International Callers: 336-854-5570

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. More about In Store Reservation and Pick-up

5.1. How Often Are Inventory Listings Updated?
We update the inventory listing regularly. This does not reflect any sales that the store has made today. If you are in doubt about whether the store has enough, contact the store to set a copy aside for you. However, store inventory changes during the day, as new titles arrive and are put on the shelves while others sell out.

5.2. You listed an item as "In Stock," but you were sold out when I got to the store. What happened?
While we stock as deeply and widely as possible to keep the titles our customers want on our shelves, sometimes we run out. If you are in doubt about whether the store has enough, contact the store to set a copy aside for you. Most likely, the item in question sold out between the time you checked inventory and your arrival at our store. In this instance, you can always visit our store staff and ask to reorder the title on your behalf or you can purchase it online and have it shipped directly to your home.

5.3. I went to the store and the price was higher than online. Why?
Our site is usually is able to fill your order with less expense than our retail store, and we pass those savings on to our online customers. This is why our prices online sometimes are lower than prices in your local store. Similarly, at times, your local store may offer exclusive promotions that are not offered on the website.

Please contact our store (via Contact Us) to determine in-store pricing and availability.

6. Online Gift Certificates

6.1. Important Information on Using Your Online Gift Certificate:
Only one Online Gift Certificate may be redeemed per order.
Online Gift Certificates may not be used to purchase “pre-order” or "backorder" items.
Online Gift Certificates are non-refundable and expire 2 years after the date of purchase.
Online Gift Certificates cannot be used in the physical store; likewise, in store gift cards are not redeemable online.
Online Gift Certificates cannot be used in the digital download section of our online store.
If you do not use the total amount of your Online Gift Certificate on a single order, you may use the same Online Gift Certificate code on another order, and use the remainder of your balance.

6.2. How quickly is the Online Gift Certificate sent?
Your Online Gift Certificate will be eMailed to the recipient immediately upon the completion of your order. It will arrive from admin@ocbfbookstore.org as an e-mail sent from you. You will also receive a notice from the same email address thanking you for your purchase. If your recipient has any issues receiving the Online Gift Certificate, you should have them check their various junk/spam folders in case it was misdirected by their email provider. You must let us know within 10 business days if there was the recipient needs us to resend the Online Gift Certificate – refunds will not be issued.

6.3. What if I want to buy an Online Gift Certificate now, but I don’t want the e-mail to be delivered right away?
Simply enter your own e-mail address in the “Recipient’s eMail” field. The Online Gift Certificate will then be e-mailed to you, and you can then forward this eMail message to your recipient whenever you would like.

6.4. Is a credit card required when my friend/family redeems their eCertificate?
No credit card is required if an Online Gift Certificate is more than the total dollar amount of the order. However, if the order totals more than the value of the Online Gift Certificate, a credit card will be required to cover the remainder of the order.

6.5. Can I use my Online Gift Certificate in a store?
No, Online Gift Certificate are only for online purchases.

6.6. How do I redeem my Online Gift Certificate?
Using an Online Gift Certificate is easy. When you are finished shopping online and have added your items to your cart proceed through the check out process just like you would on any other order. On the Order Summery page of check out, you’ll see a box where you can enter your Online Gift Certificate code (just below the Sales Tax and Online Promotion box and above the Order Total). Simply enter your Online Gift Certificate code and click “Apply”. The screen will refresh and it will tell you what amount was applied. Then click “Place Order” to finish your order. You will be asked to provide a credit card if the amount of the order is greater than the Online Gift Certificate that you use.

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

Abbreviation

Translation

Meaning

TP

Trade paper

Signifies a type of paperback book

MM

Mass-market paperback book

Signifies a smaller type of paperback book

CSS

Cassette tape

Signifies audio cassette

CD

Compact Disc

Found on music products

HML

High, medium, low

Found on accompaniment tracks. Indicates vocal range

DVD

Audio Disc

Signifies audio disc for DVD player

PC

Personal Computer

 

CDROM

Compact Disk - Read Only Memory

Signifies Computer Software

LPR

Large print

Usually found on Bibles, sometimes books

GPR

Giant print

Usually found on Bibles, sometimes books

HC

Hardcover

"Hardcover" and "cloth" are essentially the same types of book/Bible bindings

SC

Softcover

Refers to paperback book/Bible

KJV

King James Version Bible

 

NIV

New International Version Bible

 

NLT

New Living Translation Bible

 

NiRV

New International Reader's Version Bible

 

NAS

New American Standard Version Bible

 

CEV

Contemporary English Version Bible

 

NKJ

New King James Version Bible

 

NRSV

New Revised Standard Version Bible

 

NAB

New American Bible (Catholic version)

 

ICB

International Children's Bible

 

NCV

New Century Version Bible

 

RVR

Reina-Valera Version Bible (Spanish)

 

NT

New Testament

 

OT

Old Testament

 

XS

Extra Small

Refers to apparel or Bible cover sizes

SM

Small

Refers to apparel or Bible cover sizes

MD

Medium

Refers to apparel or Bible cover sizes

LG

Large

Refers to apparel or Bible cover sizes

XLG

Extra large

Refers to apparel or Bible cover sizes

XXL

Double extra large

Refers to apparel or Bible cover sizes

BUR

Burgundy

Refers to leather Bible covering

BLU

Blue

Refers to leather Bible covering

BLK

Black

Refers to leather Bible covering

BRWN

Brown

Refers to leather Bible covering

GRN

Green

Refers to leather Bible covering

WHT

White

Refers to leather Bible covering

Glossary of Terms

Term

Meaning

UPS

United Parcel Service

USPS

United States Postal Service

cookies

What is used inside of your computer to remember Internet sites you have visited


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