Help

Searching and Browsing the Online Store

Using the Order Pad

The Checkout Process

Order Processing

Shipping and Tax Information

Working With Your Online Account

Downloadable Products (E-Resources)

Downloading and listening to samples

Augsburg Fortress Billing FAQ

Other Information

Privacy Policy




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.

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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.

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How do I search for products?

To search, use the "Search" box that appears in the left column on most pages of our site. You may also click on "Advanced Search" to access additional search features.

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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 as a string of 10 digits, with no hyphens (dashes) or spaces. When you are searching for an item number, enter only the 10 digits of the item number, without hyphens. Also, since each item number is unique to only one product, we recommend that when you are searching by item number, you do not enter information in any of the other search fields.

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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.

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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 to verify the products. You can change quantities or add more products and click Update again to update the list.

  3. Click Add 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 10-digit Item number of each product. Otherwise use the search or browse method within our Store. Sorry, old Augsburg Fortress code numbers will not work.

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What do I do if I see a "The item number is invalid" message?

If after clicking Update Order Pad you see the message "Title not found" in red, 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.

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How do I remove products from the Order Pad?

To remove a single item from the Order Pad, click the item's corresponding Remove 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.

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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.

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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.

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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. You can also get to the checkout directly from the Account Administration page. To access this page, click the "Account" link on the top right margin of Online Store pages.

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How are Canadian prices determined for Web orders?

Product Prices: Canadian prices displayed in the Online Store are computed on the current US/Canada exchange rate and should be considered as "close estimates" of the actual price. The actual Canadian prices are not displayed on the Check Out pages. They are computed and applied when the order is filled. The actual amount will be printed on the invoice. Prices are subject to change without notice.

Provincial Sales Taxes: Applicable tax(es) are not displayed on the Check Out pages. They are computed at the time of shipping and will be printed on the invoice.

Invoices: Invoices are mailed separately from the order shipment. Totals including any shipping charges and applicable tax(es) will be displayed on the invoice.

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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.

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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.

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How do I know my order was received?

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

You may review orders in 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.

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Order Processing

How long will it take to receive my order?

Please review our Shipping and Tax Information for additional details.

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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 the catalog or 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

Canadian orders may be returned to:

Augsburg Fortress Canadian Distribution Center
500 Trillium Drive
Box 9940
Kitchener ON N2G 4Y4

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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.

In the United States

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

In Canada

Email: customerservice@afcanada.com
Telephone: (800) 265-6397

Shipping and Tax Information

Shipping Charges

Shipping Rates: Standard shipping is by Canada Post Expedited. Shipping rates are calculated based on the subtotal of all products within one order — not including applicable tax(es).

Shipping charges for Canadian Web orders are generally applied according to this table. Shipping rates may be reduced by a special promotion. These rates only apply to Web orders, not phone, fax or mail orders.

Order Subtotal
(not including tax)

Shipping Charge

Less than $25.00

$5.00

$25.00 or more

$8.00

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Item Availability

Canadian stock update times may vary. Please call 800-265-6397 for availability information.

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Backordered and Low-availability Items

Items that are temporarily unavailable from the distribution centre in the US will be identified within your Shopping Cart at time of checkout. Place your order. We will ship the backordered item(s) when they become available. Although the Shopping Cart TOTAL will include backordered items, your account will not be charged for a back-ordered item until the item actually ships. Orders placed on back order status will be filled as soon as possible. Orders will be canceled for out of print titles.

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Shipping Charges and Backordered Items

Shipping costs will be FREE for items indicated as back-ordered from the distribution centre in the US.

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Order Filling and Delivery

In-stock merchandise leaves our warehouse within one business day. Note: Shipping may be delayed if a product is not immediately available from the distribution centre in Canada. The Web site indicates the availability of products from the inventory in the U.S. distribution centre. If you have any concerns about the availability of a product, please call the National Order Desk Toll-Free: (800) 265-6397.

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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 to report the problem. We will work with you to settle your claim.

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Sales Tax Information

Applicable tax(es) will be calculated and added to your order subtotal. Your complete order total will be printed on the invoice which will be mailed to you.

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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.

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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!

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

Yes.

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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 Web 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.)

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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.

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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.

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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.

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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.

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

Call Customer Care at (800) 265-6397, Monday - Friday, 8:30 AM - 5:00 PM (Eastern).

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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 (in Canada, customerservice@afcanada.com) for assistance.

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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.

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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) 265-6397. (In Canada, email customerservice@afcanada.com or call (800) 265-6397.)

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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.

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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

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E-Resources

About E-Resources

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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:

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.

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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.

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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.

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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.

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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.


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:

(519) 748-9835
Attn: National Order Desk

Mail Orders:

Augsburg Fortress Canada
500 Trillium Drive
Box 9940
Kitchener, Ontario
N2G 4Y4

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

$10.05/ea.

$16.30/ea.

2 to 5

$7.75/ea.

$12.40/ea.

6 to 24

$7.00/ea.

$11.65/ea.

25 or more

$3.90/ea.

$6.60/ea.

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Canadian Ordering Information

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International Ordering Information



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.

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What this Privacy Policy Covers

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Information Collection and Use

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Information Sharing and Disclosure

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Cookies

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Your Ability to Edit and Delete Account Information and Preferences

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Security

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Changes to this Privacy Policy

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Questions or Suggestions

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