Main > Post Order Frequent Questions
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The Following Questions Are Answered Below:
What happens when I place my order?
Payment is authorized immediately upon order submission and an Order Confirmation is emailed to you containing your order number. Using regular checkout and credit/debit cards* payment is automatically processed at 11pm PST. The following business day, American Vision staff in GA receive, print, sort, and begin processing your order for shipping. Within 12-24 business hours of shipment, a Processing Completed notification will be emailed and if shipped via UPS, a tracking number will be automatically emailed to you when the package reaches the UPS facility in Atlanta. As time permits, we attempt to manually email USPS tracking IDs. *Paypal and Google Checkout payments can process in less or more time; orders selecting check payment await the receipt of payment.
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Why does it take 2-4 days in-house before shipping?
We are a non-profit ministry with limited staff and limited resources. Our warehouse packs each purchase with care and ships as promptly as humanly possible, in the order in which it was received.
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Why was I allowed to purchase an item that was backordered? Why did it show as available if it was not?
If an item is placed in a shopping cart while quantities are available, our third party store platform will allow the purchase to continue minutes, hours or even days later, even if in the meantime stock has been depleted. This is a glitch in their system which they are attempting to correct; in the meantime, we appreciate your understanding if an item is placed on backorder or refunded. We attempt to promptly notify of backorder situations and their estimated ship dates.
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Why do you not offer Media Mail as a shipping option to all areas?
A slightly less expensive shipping method given lowest priority, and only proceeding en route if there is space for it, packages shipped Media Mail often arrive damaged or never at all. After our ministry lost thousands of dollars (product costs and postage fees) from reshipping lost orders, we realized we could not continue to advance the Kingdom and provide resources for distribution if we continued using Media Mail. Those in surrounding states may be provided the option to select Media Mail at risk - we can provide proof of shipment but are unable to reship orders requesting this method which were not delivered.
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How are shipping rates calculated?
UPS factors in weight, distance from point A to point B, distance of delivery address from a UPS distribution center, fuel and the shipper's monthly volume. USPS options factor in weight, standard postage rates from pickup location to delivery location and insurance (due to the high ratio of undelivered and damaged packages our customers have encountered). Recent survey results indicate favor for clearly displayed flat rates in lieu of actual cost rates calculated during checkout. Please note: American Vision does not assess handling fees; we absorb a portion of the costs in order to provide lower shipping rates as a courtesy.Please direct shipping cost complaints to UPS or USPS as we are subject to their pricing and do not inflate rates. Actual rate options are also available. All shipping options available for the items purchased to the delivery zip code provided will appear on the Shipping Choice page of checkout - simply select your choice to continue (Flat Rate is default). Due to sizing limitations, flat-rate boxes are not a viable option and are not available.
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Why do American Vision's shipping rates differ from Amazon's?
Amazon (with thousands of employees and several global distribution centers) receives higher discounts from vendors and shippers due to higher volume. Their smallest distribution center gave UPS $2 million per month for shipping costs (AV shipping volume is 99% lower than Amazon's to give perspective). American Vision is a non-profit ministry; if we absorbed shipping costs any further than we currently do, we would not be able to produce resources and would soon become ineffective or possibly operations would cease completely. As it is, we opt to absorb a portion of the costs to provide our customers with lower rates.
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How do I get the e-products I purchased?
Links for e-products (PDF and MP3 downloads) are found in your Order Confirmation email*, automatically sent upon submission. Click the link(s) which opens a web browser for the item, then click Download Now; a pop-up window will inquire if you wish to open or save to your computer. Once the file is open, you may save it to your computer by selecting Save from the File menu, or if you choose to save it directly to your computer, ensure you save it in a location you will be able to locate later (such as My Documents). Click here to view an MP3 Download How-To page. We also have a number of products listed on Amazon's Kindle bookstore.*Please note we have occasionally encountered an error with Google Checkout, and should your Order Confirmation email not contain the links, please simply email CustomerService@AmericanVision.org to request.
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Can I combine orders I've already submitted?
Please review our shipping policy. In order to process all orders with speed and efficiency, we are unable to combine separately submitted orders or change/alter an order once submitted. Once an order is received, it is sorted and stacked by item for fastest shipping preparation; locating separate orders would require a staff member to thumb through every order to find and combine, taking hours of time away from other necessary responsibilities.
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What if I don't like a product I purchased or my order is incorrect?
Please review our return policy where you may also locate and print the return form. Return authorization is not required, please simply follow the instructions found in the return policy (typically also enclosed with each order). Please note that audio/visual and e-download products are not eligible for refund or exchange.
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How do I get a print catalog?
American Vision no longer produces a print catalog. All products currently available are listed on our website for convenient 24/7 ordering.
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How do I pay using a check?
Our online store allows you to select payment type check or money order during checkout, in addition to Paypal, Google Checkout, or credit/debit card. Simply complete the checkout process, selecting your preferred method of payment (default is credit/debit card) and follow the onscreen instructions to submit your order.
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Is your site secure? Is my information safe?
American Vision's data-encrypted checkout page has a valid security certificate. Click on the Network Solutions Secure button at the top right of each page to verify.
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I made a purchase and now the item has a different price or offer.
Our special offers, sales, pricing changes and discounts are applicable for new orders only. Previously submitted orders are not eligible for newly advertised specials.
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Why was my payment type declined? Why did I receive a "processing error" message when I submitted my order?
We are not informed the reason a payment was declined; please verify you are entering the correct information and try submitting again. If the error continues and the payment is still declined, please contact your card issuing company for the reason.
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Why was my card/payment declined?
If unable to process payment the store will email a "Declined" notice automatically. American Vision is not provided with the reason, which could be anything from an expired or unactivated card to fraudulent activity checks to insufficient funds to billing address or CVV code not matching. Please contact the bank or company which issued your card to be informed of the reason payment was unable to be processed for your order. Thank you.
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My question is not answered here. How do I reach customer service?
All inquiries, concerns and questions should be emailed to CustomerService@AmericanVision.org. Please submit 1 inquiry and allow us 12-48 hours to research and respond. Please provide your order number, if applicable. If you have a theological question, you may direct it to Questions@AmericanVision.org. Technical issues involving the site, forum or e-newsletters may be sent to Support@AmericanVision.org. Our phone line (1-800-628-9460) is for orders which are unable to be submitted online only, please. We also have a convenient Live Chat option available on each page of our site. Click the "Have a Question?" banner to begin a chat with a live representative. Back to Top
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