Help

Searching and Browsing the Online Store
What is the difference between searching and browsing?

To search, you enter the title, description, author name or item number (ISBN) in the Search field. When you submit your search, you will see a page listing all products that match your search criteria.

Browsing is a hierarchical method of finding products. First, you choose the kind of product you are interested in (Books, Music, Education, etc.). Then, you see a list of topical categories for that kind of product.

How do I browse for products?

To browse, go to the Store main page and click on one of the category names under "Browse Store." This will take you to a page listing all of the subcategories in that category. Click on a subcategory to view a list of products in the subcategory. View detailed information about any product by clicking its title, or add items to your shopping cart directly from the product list.

How do I search for products?
To search, use the "Search" box that appears in the upper right on most pages of our site.
What if I can't find what I want?

If your search does not return any results, or the results do not match the product you are looking for, try making your search more general, observing the suggestions below:

When you search for a product title or description, our search function first looks for an exact match with the entire phrase. If there is no match, it then looks for matches to each individual word. If your search yields no results, you may wish to enter fewer words in this field.

An author last name search will look for any products by authors whose last name matches the last name you have entered. Be sure to enter only the last name of an author, as other information, like a first name or a professional title may cause the search to fail.

An item number search looks for a product whose item number matches the item number you have entered. Item numbers are stored in our database with no hyphens (dashes) or spaces.

Using the Order Pad
What is the Order Pad and how is it different from browsing or searching?

The Order Pad is a quick and easy way to order multiple products if you know the products' item numbers (ISBN). You can get to the Order Pad from the link bar on the top right margin of the pages in the Online Store. It is different from browsing and searching in that it does not provide detailed product information. To use it you must know the exact item number of each product.

Should I use the Order Pad?

The Order Pad isn't for everyone. If you do not know the exact product item number, you wish to order, you should use the traditional browse or search method. However, if you are ordering a large number of products and you know the item numbers, the Order Pad can save you a great deal of time. The Order Pad was designed with church secretaries and other purchasing agents in mind.

3 Easy Steps to Using the Order Pad
  1. Enter a quantity and item number for each product you wish to order. (Enter the item number with digits only?no hyphens or spaces.)
  2. Click "Update Order Pad" to verify the products. You can change quantities or add more products and click "Update Order Pad" again to update the list.
  3. Click "Add Order Pad to Cart" at any time to add all products currently listed on this page to your shopping cart. Once in the shopping cart, you may proceed to checkout or continue shopping within the store.

Please note: To use the Order Pad you must know the full Item number of each product. Otherwise use the search or browse method within our Store.

What do I do if I see a "The product with number ... was not found" message?

If after clicking Update Order Pad you see the message "The product with number ... was not found", it means that item number does not match any product for sale in our Online Store. You may correct the item number and click Update Order Pad again, or remove the item number by clicking the corresponding Remove button. If you click the "Add Order Pad to Cart" button and one or more of the item numbers in the table do not match available products, you will need to remove the invalid item numbers before proceeding.

How do I remove products from the Order Pad?

To remove a single item from the Order Pad, click the item's corresponding Remove (X) button. To remove all of the items, click the Clear button near the bottom of the pad. This will clear all currently displayed items, but it will not affect any items that are already in your shopping cart.

How do I add the contents of my Order Pad to the shopping cart?

Once you've verified the products you have selected, click "Add Order Pad to Cart" and all products currently displayed will be added to your shopping cart. If any invalid item numbers are in the Order Pad when you click Add Order Pad to Cart, the page will reload and allow you to remove the invalid item numbers before proceeding.

Can I use the Order Pad and browse or search for products on the same order?

Yes! Once you've clicked "Add Order Pad to Cart", the products in your shopping cart are treated the same no matter how they were entered. You can add some items to the cart using the Order Pad and then use the browse or search method to add more. You may also add products to your cart by browsing or searching and then go to the Order Pad to add more.

The Check Out Process
How do I get to the checkout once I have items in my shopping cart?

You can access the checkout by clicking the "Checkout" button from your shopping cart. You cannot access the checkout unless you have items in your cart.

Is my credit card information safe?

Our 128-bit Secure Sockets Layer (SSL) technology provides adequate encryption for all transactions and account information. It is the standard for encryption on the Internet. We are confident in providing this service that your information will be safe.

What are my payment options?

Customers may place orders using either an Augsburg Fortress credit account or major credit card. We accept Visa, MasterCard, Discover/NOVUS, and American Express.

How do I know my order was received?

When you click Place Order at the bottom of the checkout page, three things happen:

  • Your order information is written to our order database.
  • An email confirmation message is generated and emailed to you.
  • A confirmation Web page is displayed in your browser.

You may review orders in your Account. The confirmation e-mail and Web page only appear if the order has been recorded to our order database. All online orders will be processed by the end of the following business day, unless otherwise noted.

Order Processing
How long will it take to receive my order?

Please review our Shipping and Tax Information for additional details.

How do I return or exchange merchandise? (Return Policy)

With proof of purchase, non-dated, in-print product in saleable condition may be returned for credit, within one year of the date of purchase. Postage will be reimbursed if items arrive damaged, are defective, or were shipped in error. Specific return restrictions apply to some product lines. Please see your invoice for this information or contact us at (800) 328-4648 for assistance.

Send U.S. order returns by a secure, prepaid, traceable method to:

Augsburg Fortress Publishers
C/O PBD Worldwide
905 Carlow Dr Unit B
Bolingbrook, IL 60490

Who do I contact if there are problems with my order?

If you have any problems with your order, please don't hesitate to contact us.

Email: customerservice@augsburgfortress.org
Telephone: (800) 328-4648

Shipping and Tax Information
Shipping & Handling Charges

Shipping fees cover postage, packaging, and handling fees associated with order delivery. Shipping methods and delivery times are listed below.

Shipping rates may be reduced by a special promotion. Shipping promotions do not include enhanced shipping options, such as next-day or second-day air; and do not include applicable tax(es). Shipping promotions also exclude all items Drop-Shipped directly from manufacturers, Print-on-Demand, Standing Order products, E-resources, select Backordered items, all Worship items, such as Hymnals, Liturgical and Worship Planning materials, and all Music items. Augsburg Fortress reserves the right to end or change shipping promotions at any time.

Most items ship from our warehouse within 2 days.

All U.S. Web orders shipped via "Value Shipping" will take 7 to 12 days, depending on where you live. Therefore, total delivery time would be 9 to 14 days.

All U.S. Web orders shipped via "Ground Shipping" will take 2 or more days, depending on where you live. Therefore, total delivery time would be 4 or more days.

Item Availability

The amount of stock in our web store is updated a few times every hour. Although we attempt to minimize the likelihood that items without immediate notification, it is possible to order an item that, while labeled "In stock", may have gone out of stock between updates. You will be notified by mail, email, and/or phone if this occurs, depending on the nature of the product and the requested shipping method.

Backordered and Low-availability Items

Items that are temporarily unavailable will be identified within your Shopping Cart at time of checkout. You have two options available for such items:

  • Place your order. We will ship the backordered item(s) by the shipping option you selected during check-out when they become available. Although the Shopping Cart TOTAL will include back-ordered items, your account will not be charged for a back-ordered item until the item actually ships.
  • Remove the item(s) from your shopping cart and place the rest of your "in-stock" order and check back with us periodically for availability.
Shipping Charges and Backordered Items

Backordered items will be shipped according to the shipping option selected at the time of original order. You will be charged for shipping your complete order (including backordered items) at that time, but no additional charges will be incurred when the backordered items are shipped.

Order Filling and Delivery

In-stock merchandise leaves our warehouse within 3 business days. Standard shipping is by FedEx Ground. Fedex cannot deliver to P.O. Boxes or APO. Shipments to a U. S. Post Office Box or APO must be shipped by USPS Priority mail.

Shipment Damages

Problems can occur during shipment. If your order arrives damaged, immediately (within 5 business days) contact the carrier who delivered your product to report the damage. Save the packing slip and packaging materials for evidence. Then call our toll-free number (800-328-4648) to report the problem. We will work with you to settle your claim.

Sales Tax Information

We are required by state laws to collect sales tax in states where Augsburg Fortress operates retail stores or attends certain events where Augsburg Fortress products are sold. Tax-exempt customers must provide Augsburg Fortress with a copy of their state-issued exemption certificate. Customers with exemption certificates on file with Augsburg Fortress will not be invoiced sales tax. Customers without tax-exempt status will be charged the applicable state and local sales tax for their jurisdiction.

Working With Your Online Account
What is an online account and how is it used?

Your online account is a set of information about you, including your name, phone number, email address, and account password. It is used to keep track of your orders, and it allows multiple people to use the same Augsburg Fortress credit account. It is also a way for you to place multiple orders without having to re-enter all of your information each time.

How do I create an online account?

Click the "Account" link on the top right margin of Online Store pages. You will be taken to the "sign-in" page, which includes a link to create a new account. You may also click here to create a new online account now!

Do I have to create an online account to place an order?

Yes.

Can I have more than one online account?

Yes! Your online account is defined by your email address. Each email address may only have one Personal Account attached to it, but it may also be associated with any number of Augsburg Fortress credit accounts. (Please note however that each email address can only be associated once with each of the Augsburg Fortress accounts; that is, an email address cannot have multiple passwords to access the same account.)

How do I edit my online account?

Click the "Account" link on the top right margin of Online Store pages. If you are already logged in, you will see the Account Menu page, where you can edit your information. If you are not yet logged in, you will see a sign in screen. Enter your e-mail address and password, then click the Sign In button to access your account.

How do I update my credit card information?

Click the "Account" link on the top right margin of Online Store pages. If you are already logged in, you will see the Account Menu page, where you can edit your information. If you are not yet logged in, you will see a sign in screen. Enter your email address and password, then click the "Sign In" button to access your profile information.

Next, choose the account for which you wish to update the credit card information. When that has been selected, click on the Credit Cards section on the right. Click "Edit" next to any card to change the information ? you can update the cardholder name, the card number, the card type, or the expiration date. Once you?re finished, click "Save" to save your changes. If you wish to add a new credit card, just click "Add New Card" on the Credit Cards screen.

How do I log in to my online account on subsequent orders?

When you initially set up your online account, you will be logged in as that user for the remainder of the current session (unless you choose to log out). On subsequent orders, you will need to log in before completing your order. You can do this at any time by following the "Account" link at the top of most pages of our site, or you can wait until you are ready to check out, when you will be presented with the sign in screen automatically.

What if I forget my password?

If you click on the "Forget your password"? Link on the sign in page, you can enter your email address for your account and a new, temporary password will be sent to you.

What if I can't access my email and I still need my password?

Call Customer Care at (800) 328-4648, Monday - Friday, 8:00 AM - 4:30 PM (Central).

Can I delete my online account?

To help us keep track of customers who have placed past orders, your online account cannot be deleted. However, if for any reason you need your account disabled to prevent it from being used to place an order, please email customerservice@augsburgfortress.org for assistance.

Why is my Augsburg Fortress credit account number (NOT 'online' account number) rejected?

Augsburg Fortress credit account numbers must be entered with 10 digits. If you use an 8-digit account number, please add "01" to the end to obtain your full 10-digit account number. (Example: 98765401 becomes 9876540101.) Be sure to enter digits only; no hyphens or spaces.

Save This Information...

"For This Order" Button - Information on this screen will be applied to this order ONLY and will NOT be used to create an Online Profile or used to update your existing Online Profile.

"Cancel" Button - Return to the previous page without saving changes.

Why has my account number changed?

If the last four digits of your account number are 0201, 0301, or 0401, you are probably using a sub-account number for a special group within your organization (Sunday school, Altar Guild, etc.). You will now use the main account number to order online. In order to convert your sub-account number into the main account number, simply replace the third to last digit with a "1". For example, if you were using account number 9876540201, you should now try using 9876540101. If this does not work, or you are still having trouble, please contact us by calling 1-800-328-4648 or emailing customercare@augsburgfortress.org.

Since all groups within the church will be using the same account number, here is a suggestion to help you continue to track orders placed by different groups within the church. Once you have logged in using your main church account number, you can set up a separate shipping address that has the name of the group in the name or company field.

For example, if the billing address is: First Lutheran Church
100 Lutheran Church Rd
Luther, LC 12345
You could save a shipping address in this form: First Lutheran Church Sunday School
100 Lutheran Church Rd
Luther, LC 12345
Or: First Lutheran Church Attn: Women of ELCA
100 Lutheran Church Rd
Luther, LC 12345
Editing Your AFP credit account Billing Address

Changes to Augsburg Fortress credit account billing information must be made by contacting us directly. To update your information, please contact customerservice@augsburgfortress.org or call (800) 328-4648.

Downloadable Products (E-Resources)
About E-Resources
  • E-Resources are products that you purchase online and then download over the Internet.
  • Downloading is fast. You do not have to wait for your product to be shipped; you can download an item immediately after purchase.
  • Downloading is easy. After completing your purchase, just visit the E-Resources link available in the Account Menu and click on the Download button next the item you want.
How do I get to the E-Resources area?

Once you have purchased a downloadable product you can access it in one of three ways:

  • Click the "E-Resources" download center link on the Order Confirmation screen following your purchase.
  • Click the "Account" link located on the upper right-hand corner of the screen.
  • Click the "E-Resources" download center link from the Order Confirmation email sent to you following your purchase.
What do I do if my Internet connection breaks during the download?

If you lose your Internet connection for any reason, just reconnect, return to the E-Resources download center and try again. Your download will be restarted. Your downloadable products will remain in the download center indefinitely.

What do I do if I see a blank page in my browser when I download an Adobe Acrobat (.pdf) file?

There are many causes for this behavior; upgrading to the latest versions of Adobe Acrobat and your web browser can cure most of these. To upgrade to the latest version of the FREE Adobe Acrobat Reader, click Acrobat Reader.

I'm having problems printing an Adobe Acrobat document that I downloaded.

If you are experiencing problems printing an Adobe Acrobat document, you may need to update your printer driver. Contact the manufacturer of your printer for information on updating your printer driver. Additional help is available at Adobe Acrobat Support.

What if I'm having a download problem not listed or I need additional help?

If you require additional assistance you can contact Customer Service at (800) 328-4648 or customerservice@augsburgfortress.org.

Downloading and listening to samples
Downloading and listening to MP3 samples
  1. Verify that your computer has a built in sound card and external speakers or headphones. If your computer has played music in the past, you have the required hardware.

  2. Verify that you have MP3 playback software installed on your computer. Mac OS X and Windows 2000/XP Users can download iTunes from Apple Computer, Inc.

  3. Click the MP3 sample link to download and play the song file. Make sure your volume is turned up!
Downloading and viewing PDF samples
  1. Verify that your computer has Adobe Acrobat Reader installed. If not, you may download Adobe Acrobat Reader. The software is available for Windows and MacOS.

  2. Click the PDF sample link to download and view the PDF file.

Augsburg Fortress Billing FAQ
Why can't I see the payment I made last month?

Unlike a credit card statement, the Augsburg Fortress statement is only a detail listing of any open, or unpaid, items on your account. Once an invoice is paid, it will no longer appear on your statement.

Why are there payments on my account that are not applied to the invoices?

When making a payment, we ask you include the invoice coupon for all the items you are paying. If the amount of your check does not equal the invoice coupons included with it, we will do our best to match what you intended to pay with your open invoices. Most often, unapplied payments are duplicate payments that have been made on the same invoice. If we have applied a credit to an invoice prior to your payment posting, it will leave the overpayment on your account as an unapplied cash item.

How long does it take for a payment to post to my account?

A good rule of thumb is 7-10 business days from the date you mailed the payment.

I am the church treasurer. Can I have the statement sent directly to me instead of to the church?

Contact Customer Care to request a summary of account activity at any time.

Why can't I pay my bill online?

Unfortunately, our billing system currently cannot securely pass the information through to our website to allow online payments.

I wrote a note on my invoice that I wanted credit for some returned merchandise but never received an answer. Why?

We use an automated banking process called "Lockbox" to process your payments. Notes written on payment coupons are not always read, as a machine posts the payments to the account. If you have questions or concerns about your statements or invoices, please contact our Customer Service department at 1-800-328-4648 for assistance.

How can I get a summary of my account?

Contact Customer Care to request a summary of account activity at any time.

Other Information
Imprinting Service

At this time we are unable to accommodate imprinting orders through our online store.

Most Bibles, hymnals, and other hardbound books can be imprinted in gold or silver with name and date, or an inscription on the front cover.

We only accept written orders with typed or clearly printed information. All orders for imprinting should include Augsburg Fortress account number or credit card information (including card number, card type, expiration date, and the name on the card), along with a shipping address, the item number, title, and quantity of items to be ordered, and the full text to be imprinted. Orders may be sent by fax or postal mail.

Fax Orders:

(800) 722-7766

Postal Orders:

Augsburg Fortress, Publishers
P.O. Box 1209
Minneapolis, MN 55440-1209

Prices for imprinting service are outlined below. Imprinting charges are in addition to the purchase price, sales tax (if applicable), and shipping charges of the items to be imprinted. Prices are subject to change without notice.

NOTE: Quantity prices are for IDENTICAL imprints only.

Number of Copies

One Line

Two Lines

1

$6.50/ea.

$10.50/ea.

2 to 5

$5.00/ea.

$8.00/ea.

6 to 24

$4.50/ea.

$7.50/ea.

25 or more

$2.50/ea.

$4.25/ea.

Canadian Ordering Information
  • Web Orders: All Canadian Web orders must be placed at www.afcanada.com

  • Telephone & Fax Orders: To place an order, request a catalogue, or talk to a Canadian representative about a recent order, please call:

    National Order Desk
    Tel: (800) 265-6397 (toll-free)
    Fax: (519) 748-9835

International Ordering Information

Augsburg Fortress currently supports international sales through our distributor network. Customers are referred to the network for fulfillment of International Orders listed on the Augsburg Fortress Web site.

Privacy Policy
What is Augsburg Fortress?

Augsburg Fortress has been providing congregational resources to thousands of churches like yours for over 100 years. If you would like to know more about us check out our mission and company history. Augsburg Fortress is committed to providing our customers with quality resources via a private and secure Web environment. Be sure to check out our entire Privacy Policy section concerning online purchases.

What this Privacy Policy Covers
  • This Privacy Policy covers Augsburg Fortress's treatment of personally identifiable information that Augsburg Fortress collects when you are on the Augsburg Fortress site, and when you use Augsburg Fortress's services. This policy also covers Augsburg Fortress's treatment of any personally identifiable information that Augsburg Fortress's business partners share with Augsburg Fortress.
  • This policy does not apply to the practices of companies that Augsburg Fortress does not own or control, or to people that Augsburg Fortress does not employ or manage.
Information Collection and Use
  • Augsburg Fortress collects personally identifiable information when you register for an Augsburg Fortress Online Account, when you use certain Augsburg Fortress products or services; and when you enter online promotions or sweepstakes. Augsburg Fortress may also receive personally identifiable information from our business partners.
  • When you register with Augsburg Fortress, we ask for your name, email address, address, phone number, credit card number and expiration date. Once you register with Augsburg Fortress and sign in to our services, you are not anonymous to us.
  • Augsburg Fortress also automatically receives and records information on our server logs from your browser, including your IP address, Augsburg Fortress cookie information and the page you requested.
  • Augsburg Fortress uses information for three general purposes: To customize the content you see on our pages; to fulfill your requests for certain products and services; and to contact you about specials, new products and related information.
Information Sharing and Disclosure
  • Augsburg Fortress will not sell or rent your personally identifiable information to anyone.
  • Augsburg Fortress will send personally identifiable information about you to other companies or people ONLY when:
    • We have your consent to share the information
    • We need to share your information to provide the product or service you have requested
    • We need to send the information to companies who work on behalf of Augsburg Fortress to provide a product or service to you. (Unless we tell you differently, these companies do not have any right to use the personally identifiable information we provide to them beyond what is necessary to assist us.)
    • We respond to subpoenas, court orders or legal process;
    • We find that your actions on our Web site violates the Augsburg Fortress Terms of Service, or any of our usage guidelines for specific products or services.
Cookies
  • Augsburg Fortress may set and access Augsburg Fortress cookies on your computer.
  • Advertisers or other companies do not have access to Augsburg Fortress's cookies.
Your Ability to Edit and Delete Account Information and Preferences
  • Augsburg Fortress gives you the ability to edit your Augsburg Fortress Account Information and preferences at any time, including whether you want Augsburg Fortress to contact you about specials and new products.
  • To help us keep track of customers who have placed past orders, your online account cannot be deleted. However, if for any reason you need your account disabled to prevent it from being used to place an order, please email customerservice@augsburgfortress.org for assistance.
Security
  • Your Augsburg Fortress Account Information is password-protected for your privacy and security.
  • In certain areas Augsburg Fortress uses industry-standard SSL-encryption to protect data transmissions.
Changes to this Privacy Policy

Augsburg Fortress may edit this policy from time to time. If we make any substantial changes we will notify you by posting a prominent announcement on our pages.

Questions or Suggestions

If you have questions or suggestions send email to customerservice@augsburgfortress.org.


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