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Catholic Answers Shop :: Help zone
Help zone
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FAQ (Frequently Asked Questions)
Submitting an Order
- Will I get a confirmation email?
An order confirmation e-mail is sent immediately upon order submittal. It should arrive in your In-box within seconds. Although most e-mails do get through to the shopper, a few do not. The most common reasons for a bounced or "lost" e-mail are highly restrictive filtering rules on the client's e-mail application or Internet service provider. For example, your confirmation e-mail is classified as "commercial spam" because it talks about products and prices.
TO HELP ASSURE DELIVERY OF CONFIRMATION E-MAILS, please place the catholic.com domain on your "Allowed" or "Approved" list of e-mail senders.
- Did my order go through even though I didn’t receive a confirmation e-mail?
Upon successful submission of your order, a detailed "Order Confirmation" is displayed on your computer screen. This is an exact replica of the information in the confirmation e-mail. If you see the confirmed order on your computer monitor, your order went through. There is also a handy "Print Confirmation" link so that you can print out a clean copy for your records if you wish.
- If I get an “error” message, did my order go through?
Unless you see a confirmation on your computer screen or you receive a confirmation e-mail, you should assume that your order did not go through. Please call Customer Service to confirm.
Order Processing
- Once my order is submitted, how can I determine the current status?
If you have set up an account on the shop (i.e., you specified a username and password when you created your profile), you will be able to log back in to the shop at any time and select "Order History" to check the status of your order. Orders that are "Queued" are in the Customer Service queue. "Processed" means that Customer Service has run the order and sent it to the Warehouse for fulfillment. Any order marked as "Completed" has been shipped.
If you did not set up a user account on the shop, you will need to contact Customer Service directly to check the status.
- How do I delete a line from my order once I’ve entered it?
Please contact Customer Service as soon as possible.
- Once my order is submitted, can I still cancel it?
Orders that are "Queued" can easily be canceled. Orders that are "Processed" may possibly be canceled, depending on the timing. Orders that are marked "Completed" have already shipped.
- Will I be able to go into my order and change something once I get a confirmation code?
Changes should be made by contacting Customer Service.
This Rock Subscriptions
- When I subscribe to This Rock, is shipping added to the total cost?
No. Just like any major magazine, This Rock subscriptions include delivery in the subscription price. If all you are ordering is a TR subscription, you will not be asked to select a delivery method (and delivery charge). If you order a TR subscription along with other books from our shop, you will need to select a delivery method, but the shipping charges are only associated with the non-magazine line items. TR is a "free shipping" publication.
- How do I submit an address change for This Rock?
Please call Customer Service with both your old and new addresses. A copy of the mailing label is also very helpful.
Sales Tax
- Will my order have Sales Tax applied?
Product purchased by California residents will have the California State Sales Tax applied.
- Will the California Sales Tax be shown on the order?
We do not want to "surprise" you, so yes, if the CA Sales Tax is due, it is displayed before you submit your order.
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