Answers Bookstore Help

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Customer service

Call (800) 778-3390 to place an order.
Hours: 9 am – 7 pm (ET), Monday – Friday

Note: Orders placed via AnswersBookstore.com are final upon verified submission. We are unable to process changes or to cancel an order after submission and credit card verification. Please ensure that your order is complete and correct before finalizing. Thank you!

Store support

Before sending an email, please review our help topics below. If you are still having problems or have a question, contact us using one of the following options:

• Email customer service
• Report a problem

Store help

Account questions

• I created a new account, but I can’t log in.
• How do I change my password?
• How do I update my account information?
• How do I change my billing and shipping information?
• Can I view my order history?

Shipping questions

• When checking out, my order is being broken into more than one shipment even though they are being sent to the same address. How can I fix this?
• I am not receiving any shipping options when I try to checkout. What is wrong?
• What items don't qualify for economy shipping?
• What items don't apply toward the minimum to receive economy shipping?
• How do I ship items with special shipping charges separately in order to receive economy shipping for the rest of my order?

Ordering questions

• The state field for my address is wrong—it won’t let me change it to my correct state. How do I fix this?
• While trying to check out (or browsing the store), I received a browser error page. What do I do to finish processing my order (or continue shopping)?
• When I click the “Checkout” button, I receive an error. What is wrong?
• I do not want to place an online order with my credit card. Can I mail in my order instead?
• After entering in my payment information during checkout, I clicked the “Review Order” button but nothing happened. What is wrong?
• When can I expect to receive my order?
• How do I download digital books to my eReader?

Shopping cart questions

• Why can’t I add any items to my cart?
• I have a coupon code. Where do I enter it?
• I have a coupon code, but it does not do anything when I enter it. What do I do?

Micellaneous questions

• My video download will only play in my browser and I can’t download it. What should I do?
• My video download does nothing when I try to download it. What should I do?
• My media player produces an error when I try to play the video download. How do I get the video to play?
• I am not receiving email from your store.
• How do I find a specific item that I am looking for?
• Do you have a downloadable store catalog?
• What is your privacy policy?
• Who is Answers in Genesis?

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I just created a new account, but I can’t log in. What is wrong?

Before a newly created account can be used, it must be activated. After you created your account, an email was sent to your registered email address that contained an “account activation” link. When you receive this email, activate your account via the link and you will then be able to log in. If you never received this email (it may be in your junk folder) or have deleted it, please request activation.

When checking out, my order is being broken into more than one shipment even though they are being sent to the same address.

Most likely, there are duplicate addresses associated with your order that are being used in your shopping cart. If you are using a bookstore account to place your order, follow these steps to remedy the duplication:

1. First, choose the "Change Billing or Shipping Addresses" option under Account Management.
2. Check the addresses listed on your account for any duplicates. If you see a duplicate address(es) listed, delete until you are left with just one instance of the address.
3. Next, go to your cart. Under each item you are ordering, make sure that a shipping destination is listed. When you deleted the duplicate address(es), one or more items may have been left with no specified shipping destination. Use the drop-down menu to choose the desired address. (If you still see more than one listing here with the same name, use your browser’s refresh button to completely remove the deleted address.)
4. After all the shipping destinations are set, click “Update Cart.”
5. Finally, click “Checkout” and the appropriate items will be listed together in one shipment.

If you are not using a bookstore account to place your order, follow these steps to remedy the duplication:

1. While viewing cart, every item that you are ordering has a line underneath it that reads similarly to "1 ship(s) to John Doe," where your name is part of a drop-down list. If you click on that drop-down list, you will most likely see your name listed more than once.
2. For every item, choose the first instance of your name from this drop-down list so that every item is associated with that same address.
3. Next, click the "Update cart" button, located to the left of the "Checkout" button.
4. Finally, click the "Checkout" button to verify that your entire order is now combined into one shipping cost.

What items don't qualify for economy shipping?

Special charges apply to bulk cases which are sold at significant savings per item. We are unable to provide economy shipping for these deeply discounted items. View a list of bulk cases that do not qualify for economy shipping.

What items don't apply toward the $100 minimum to receive economy shipping?

For continental USA addresses, economy shipping is available for only $0.01 when at least the minimum $ amount of merchandise is being shipped together. The following items do not apply towards the $100 minimum:

• Magazine Subscriptions (Print or Digital)
• Virtual Products
• Donations
• Handmade Ragtime Quilts
• Creation Museum Tickets
• Items with Special Shipping Charges

How do I ship items with special shipping charges separately in order to receive economy shipping for the rest of my order?

(Note: These instructions are for account holders. If you would like to separate your order into two shipments and you are not logged into an account, log in now or create a new account.)

To break an order into two shipments—one for the item(s) with special shipping charges and one for the rest of the order—a new, duplicate address needs associated with the item(s) with special shipping charges. Follow these steps to separate your order:

1. Assuming you are logged into your store account, go to the "Account Management" page by clicking on the "Account" tab located in the top right-hand side of the store.
2. Next, click on the "Change Billing or Shipping Addresses" link and then the "Click here to add a new address" link.
3. Enter the shipping address for the special item(s) and then click the "Add new address" button. (This "new address" can be identical to the existing shipping address for your order.)
4. Now, go to your shopping cart by clicking on the "Cart" tab located in the top right-hand side of the store.
5. Every item that you are ordering has a line underneath it that reads similarly to "1 ship(s) to John Doe," where the name is part of a drop-down list. Click on the drop-down list associated with the item to be shipped separately and choose the newly entered shipping address from the drop-down menu. (It will be the last address item listed in the drop-down menu, excluding the "Add an address" option.)
6. For any additional items that are to be included in the separate shipment, choose the newly entered shipping address from the drop-down menu.
7. Click the "Update cart" button at the bottom of your shopping cart to save these changes.
8. Finally, click the "Checkout" button and verify that your order was split into two shipments, all items are going to the correct address(es), and that your shipping options are correct.

The state field for my address is wrong—it won’t let me change it to my correct state. How do I fix this?

To correct your address, follow these steps:

1. Starting from your cart, click on one of the “Edit address” links located beneath every resource being ordered.
2. At the resulting page, click on the “View addresses” link located in the top left-hand corner of the edit address window.
3. Find the address with the incorrect state listed. Click the “Delete” button to remove this invalid address.
4. After it deletes, you will be returned to the same address management page. Click on the “Click here to add a new address” link in the top left-hand corner of the window.
5. Retype in all of your information and save.
6. Return to your cart.
7. Below each item in your cart, please set the shipping destination to the new address you just entered by choosing it from the drop-down list. The default value is “Add an address.”
8. Click the “Update cart” button at the bottom of the window to save your changes.

While trying to check out (or browsing the store), I received a browser error page. What do I do to finish processing my order (or continue shopping)?

If you received an error when trying to view a page or checkout in the store, please click your browser’s back button and try reclicking the link. If you are unable to view the page after numerous attempts, please note the URL of the page you are on, what link you are clicking, and submit it via an error report.

When I click the “Checkout” button, I receive an error. What is wrong?

When this error occurs, it is likely that the store is unable to process your order due to its size. Currently, orders containing 15–20+ items are receiving this error. To place your order, please call our customer service team at (800) 778-3390.

I do not want to place on online order with my credit card. Can I mail in my order instead?

Yes, we have a mail-in option available. Begin by following the standard checkout steps. When you reach Step 3 of the checkout process, click the radio button beside “Check / Money Order” to specify this method of payment and then finish placing your order. After your order has been placed, you will be given an order confirmation page that contains a printable receipt page link. Click this link, print the resulting page, and mail it with your check or money order to Answers in Genesis, PO Box 510, Hebron, KY 41048.

Why can’t I add any items to my cart?

Does clicking the “Add to Cart” button take you to an empty cart page? If so, it is likely that your browser will not accept cookies from our store. Check your browser's options/settings to ensure that cookies are allowed from www.answersingenesis.org.

Does clicking the “Add to Cart” button do nothing at all? If so, contact our technical support team.

I am not receiving any shipping options when I try to checkout. What is wrong?

The most critical step in getting the shipping options to display is to make sure that you have specified a shipping address for each item in your cart. This makes checking out a little more tedious, but it allows the store to be more flexible since you can place one order with multiple shipping addresses (in the case of gifts, etc.). To make sure you have the shipping addresses specified, check that below each item you are buying address line reads similar to the following:

     1 ships to: John Doe   [Edit address]

When you see your name or your recipient’s name where “John Doe” is listed, that denotes that your item has a shipping destination. If it says “Add an address,” “Me,” or “Somebody else” then you will need to click on “Edit address” and enter in the shipping information. Once you enter in an address, you will be able to use the drop-down box to designate that option for every item, if desired. (To add additional addresses, choose “Add an address” from the drop-down list and then click the “Edit Address” link.) Once every item has a recipient specified, clicking “Update cart” and then “Checkout” will take you to a page where you will see all of the available shipping options. If they still don’t appear for you, please send us a copy of your shopping cart (if possible) so that we may be able to detect the problem.

I have a coupon code. Where do I enter it?

While viewing your shopping cart, there is a section at the top of the page for your coupon code. Enter the coupon code in the provided text field and then click “Apply Coupon.” You will see the discount displayed underneath the eligible items in your cart.

I have a coupon code, but it does not do anything when I enter it. What do I do?

First, please check to ensure that you are entering your coupon code correctly and that the item(s) that the coupon applies to are in your cart. If it still does not work after double-checking, please report the problem. (Please note: Due to bookstore restrictions, there are some coupon codes that are only available when ordering over the phone.)

After entering in my payment information during checkout, I clicked the “Review Order” button but nothing happened. What is wrong?

Most likely all of the required fields are not filled in on the page. Return to that page and click the “Review Order” button again. Now slowly scroll up and look for any red asterisks (*) or error messages beside the fields. This indicates that a required field was not filled. After you have all of the fields filled in, you will then be able to click “Review Order” and be taken to the final checkout page that will allow you to review all of your information and place your order.

If you are not missing any required fields on the page and still can’t proceed, the shipping options page may have been erroneously skipped. Please return to your cart and restart the checkout process (you will not be required to re-enter any of your address information). This will correct the error and allow you to successfully place your order.

My video download will only play in my browser and I can’t download it. What should I do?

This behavior is typically experienced on computers that use Quicktime. To bypass your browser’s configurations to play the video, follow these steps.

1. Log into your Answers in Genesis store account.
2. Click on the “View Downloads & Updates” link on your Account Management page.
3. Instead of a normal click, do an “Alt + click” on the “Download” link to the right of the video title. (“Option + click” for Mac users.)
4. The video should immediately start downloading and show its status in a download dialog box.

My video download does nothing when I try to download it. What should I do?

This is typical behavior for Internet Explorer. Follow these steps to retrieve your video download.

1. Log into your Answers in Genesis store account.
2. Click on the “View Downloads & Updates” link on your Account Management page.
3. Right-click on the “Download” link to the right of the video title.
4. Choose the “Save Target As” option from the pop-up menu.
5. A “Save As” dialog box should then display asking where you would like to save your video and by what name. Choose your preferences and then click “Save.”
6. The video should immediately start downloading and show its status in a download dialog box.

My media player produces an error when I try to play the video download. How do I get the video to play?

Our video downloads are MP4 files and supported by the newest versions of the most popular media players. To correct the error you are receiving, most likely updating your media player to the latest version will fix the problem. If an update is not available, we recommend either RealPlayer or Quicktime media players as alternatives (both are free and Mac/Windows compatible). To download or upgrade, click on the recommended media player’s name below.

• RealPlayer
• Quicktime

I am not receiving email from your store.

The most common reason an email is not received from the bookstore is due to communication being blocked by a firewall or ISP. The emails may have been filtered into your email program’s junk folder as well. Please check your settings—ensure communication from AnswersInGenesis.org is approved.

How do I find a specific item that I am looking for?

The easiest way to find a specific item is by using our powerful search engine, located at the top, right-hand side of the store. You can enter in any defining information about the item: author, partial title, format, keywords, etc. If you still are unable to find what you are looking for, please send us an email. We may not carry the item, but would like to know what our customers are interested in.

Do you have a downloadable store catalog?

We do. It is located in the right-hand column on the store’s homepage, directly below our “Bestsellers” and “Currently Most Viewed” lists. The catalog is a 3 MB pdf file and may take some time to download depending on your connection.

How do I change my password?

At the top, right-hand side of every store page there is an option called “Account.” Choose this option and then click the “Change Email, Password and Contact Info” link on your account management page. Fill out the necessary information in the change password section.

How do I update my account’s email address?

At the top, right-hand side of every store page there is an option called “Account.” Choose this option and then click the “Change Email, Password and Contact Info” link on your account management page.

How do I change my billing and shipping information?

At the top, right-hand side of every store page there is an option called “Account.” Choose this option and then click the “Change Billing or Shipping Addresses” link on your account management page to modify your address information.

Can I view my order history?

Yes. At the top, right-hand side of every store page there is an option called “Account.” Choose this option and then click the “View Order History” link on your account management page to view your order history.

When can I expect to receive my order?

Your order will be delivered within the timeframe defined by your chosen shipping option. For the exact details of your chosen shipping option, please read our delivery policy.

How do I download digital books to my eReader?

iPad / iPhone (iTunes 9.1 or greater is required):

1. Log into your store account.
2. From your iPad / iPhone, access the digital media download page.
3. Click the download link for your selected item.
4. Click “Open in iBooks.”
5. Your book is now in the iPad iBooks library. Enjoy!

Nook:

1. Log into your store account.
2. Access the digital media download page.
3. Download the file ending in .epub.
   • When prompted to “Save As” we recommend saving to your “My Documents” folder.
4. Plug in your USB cable to the nook and then into the USB port on your computer.
5. Open your file Manager.
   • For Windows: Right-Click on “start” and then click “explorer.”
   • For Mac: Click on the “documents” icon in the dock.
   • For Linux / Ubuntu: Open the file manager.
6. Find and click on the drive labeled “Nook” then click on “My Documents.”
7. Locate the .epub file on your computer.
   • It is most likely on your computers download or My Documents folder.
8. Drag and drop or cut and paste the .epub file from the location you saved the .epub file to the “Nook,” “My Documents” folder.
9. Unplug the Nook from the computer.
10. On the Nook go to “My Library” then “My Documents.” Your new files should show up in this folder. Enjoy!

Kindle:

1. Log into your store account.
2. Access the digital media download page.
3. Download the file ending in .mobi.
   • When prompted to “Save As” we recommend saving to your “My Documents” folder.
4. Plug in your USB cable to the Kindle and then into the USB port on your computer.
5. Open your file Manager.
   • For Windows: Right-Click on “start” and then click “explorer.”
   • For Mac: Click on the “documents” icon in the dock.
   • For Linux / Ubuntu: Open the file manager.
6. Find and click on the drive labeled “Kindle” then click on “My Documents.”
7. Locate the .mobi file on your computer.
   • It is most likely on your computers download or My Documents folder.
8. Drag and drop or cut and paste the .mobi file from the location you saved it to the “Kindle,” “My Documents” folder.
9. Unplug the Kindle from the computer.
10. On the Kindle go to “My Library” then “My Documents.” Your new files should show up in this folder. Enjoy!

EPUB Reader Firefox Add-On for Windows, Linux, or Mac:

EPUBReader is a handy add-on for Firefox that can directly open any ePub format quickly. It is indeed faster and quicker than desktop software and shows the graphics far better than bookworm service.

This add-on opens the ePub file just like you can open PDF file in Firefox browser. Just hit the download link of any ePub book and select Open. If you have already downloaded the ePub book, then you can open it with Firefox. If you do not already have Firefox browser installed on your computer you will be prompted to download it prior to installing the EPUBReader add-on.

https://addons.mozilla.org/en-US/firefox/addon/epubreader/

What is your privacy policy?

Our full privacy policy is available here.

Who is Answers in Genesis?

In short, Answers in Genesis is an apologetics (i.e., Christianity-defending) ministry, dedicated to enabling Christians to defend their faith, and to proclaim the gospel of Jesus Christ effectively. We focus particularly on providing answers to questions surrounding the book of Genesis, as it is the most-attacked book of the Bible. To find out more about our ministry, please visit About us.

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