Christmas Special

Frequently Asked Questions

    Orders

  1. Is my transaction secure?
  2. How can I check shipping costs before ordering?
  3. How can I get credit for a special offer if it isn’t listed or automatically calculated by the store web site?
  4. I’m getting an error when I try to access a certain page or while checking out.
  5. When will I receive my order?
  6. I have no credit card / I feel uncomfortable using my credit card online. How can I order through the online store?
  7. How do I have products shipped to separate addresses?
  8. How can I change my login e-mail address / password on my store account?
  9. As a Christian ministry, you should be giving away materials to minister to people. Why do you charge money for your products?
  10. What forms of payment are accepted?
  11. What is your return policy?
  12. Gifts

  13. Can I send a gift order?
  14. Can I purchase a Gift Certificate?
  15. How do I redeem a Gift Certificate?
  16. How do I check my Gift Certificate balance?
  17. Available Formats

  18. What format are your audio and video?
  19. What do the different DVD formats mean?
  20. File Downloading

  21. How do I download my purchased products?
  22. Can I play my downloadable purchases directly on my phone or tablet?
  23. How many times can I download the same product?
  24. What do I do if a downloadable product I purchased does not work, or is not available?
  1. Is my transaction secure?
    YES, It is absolutely safe to shop at Koinonia House!
    We guarantee 100% safe shopping! Our secure server software (SSL) is among the best software available today for secure electronic commerce transactions. It encrypts all of your order information so it cannot be accessed before it reaches us. You can be sure that your order and financial information will remain private and secure!

  2. How can I check shipping costs before ordering?
    You can find out the shipping costs for our items by going through the beginning steps of the checkout process. During the Secure Checkout, a shipping dropdown list will be available, calculating your shipping based on zip code and order weight. Even if you go through 95% of the checkout process and still do not click on "Place Order!" at the bottom of the last page of the checkout, your order will not go through. Therefore, you can abort an order any time you like without fear of being charged.

  3. How can I get credit for a special offer if it isn’t listed or automatically calculated by the store web site?
    Please email us using the Contact Us page so that we can correct the problem before you place your online order.

  4. I’m getting an error when I try to access a certain page or while checking out.
    If you are getting an error message while visiting our site, or if a page does not display properly, please let us know. Please fill out the form on the Contact Us page with the following information so we can find a resolution to the problem. Please try to be as descriptive as possible:

    • When did the error occur?
    • What page or product are you trying to view when you encounter the error?
    • If an error message is displayed on the page, what does it say?
    • Does the error occur repeatedly?
  5. When will I receive my order?
    Items shipped via Media Mail should arrive in 10-14 days.
    Items shipped via Priority Mail should arrive in 2-8 days.
    Items shipped via UPS Ground should arrive within 3-7 days.
    UPS Three Day and Two Day shipping should arrive within those time limits.
    Our offices are closed during the weekends.

  6. I have no credit card / I feel uncomfortable using my credit card online. How can I order through the online store?
    You can print an order form and mail or fax it with your payment. Please note: online discounts can only be given to orders placed online with a credit card.

  7. How do I have products shipped to separate addresses?
    To have products shipped to multiple addresses, please place a separate order for each address you wish to ship to. The billing address should remain the same.

  8. How can I change my login e-mail address / password on my store account?
    You can change your e-mail address and password, however, at this time, you cannot change your username.
    To change your email and password:

    1. Login using your current e-mail address and password. You may do this by clicking on the "Login" button at the top of the store.
    2. As soon as you login, a menu will appear in your right side-bar.
    3. Click on My Profile under the “My Profile” Section on the right margin.
    4. To change your e-mail address, simply type in a new email address and click “Save”.
    5. To change your password, simply type a new password in the “Password” field and confirm it again in the field below, then click “Save”.

  9. As a Christian ministry, you should be giving away materials to minister to people. Why do you charge money for your products?
    Our heart is to encourage and facilitate serious study of the Bible as the inerrant Word of God, and we work to develop and distribute resources through as many avenues as possible to help people learn. Our web site contains a world of material to that end; articles, audio commentaries, radio shows, news and news links, study helps, and our sister site, King’s High Way, has the text of entire books online. While we gladly accept donations, we do not solicit them. Instead, we depend primarily on sales to cover our expenses. We work to keep the prices of our products reasonable, while covering our operation and production costs.

  10. What forms of payment are accepted?
    We accept Visa, MasterCard, American Express, Discover, Personal Check, Business Check and Money Orders denominated in U.S. dollars and drawn on a U.S. bank. Please note: Our International Offices only accept Visa or Mastercard.

  11. What is your return policy?
    All products must be in their original condition, with their original packaging and accessories and returned within the first 90 days. Please include a brief note to explain reason for return. When we receive the returned item, we will credit your K-House account the price of the item towards future purchases. To use your credit, you will need to call our office at 1-800-546-8731 between the hours of 9-5 Pacific Mon-Fri and let the customer service representative know you have a credit on your account. Note: We can credit shipping costs only if the return is from an error on our part.

    We are not set up to process exchanges online. If you prefer a product over the one you originally selected, we ask that you return the original product and request the item you are wanting in exchange in a brief note.

    Please return all products to:
    Koinonia House
    Returns Department
    P.O.Box D
    Coeur d’Alene, ID 83816
    Fax: 208.773.6312

  12. Can I send a gift order?
    Absolutely yes! During our Secure Checkout, you will have the option to give us a billing address with a separate shipping address for the gift order. We will send the invoice to the billing address and the product, along with a gift message, to the shipping address. To send a gift message, check the associated box under “Additional Information”, then enter your message.

  13. Can I purchase a Gift Certificate?
    Yes, you can purchase Gift Certificates! A link to purchase a Gift Certificate can be found in the main navigation (top of the page) to the right. Here you can fill in the recipient’s name, email address and phone number as well as your name and a little note. You can chose any certificate amount and add it to your shopping cart. The recipient of your gift will receive a code that they can redeem when purchasing anything from our online Resource Center.

  14. How do I redeem a Gift Certificate?
    To purchase a product using a Gift Certificate voucher code, you will first need to register/login. When checking out, click “Use Gift Certificate” under payment method towards the bottom of the page. Here you will enter your name just as you received it in your email along with the Gift Certificate voucher code. Continue checking out as normal. The amount will be deducted from total value of the Gift Certificate. When the cost of the product exceeds the value of the Gift Certificate, you will be prompted to provide payment information for any additional balance.

  15. How do I check my Gift Certificate balance?
    On the right side-bar under “My Profile”, click “Gift Certificate Balance”. Then, enter your name and voucher code to see your remaining balance.

  16. What format are your audio and video?
    The available formats are listed on each product. Our physical product may include the option for purchasing CD (audio) and/or DVD (video). Our downloadable formats are m4a (audio with slideshow), mp3 (audio only), and mp4 (video download). The availability varies between products. For countries other then the U.S. contact the International Office nearest you.

  17. What do the different DVD formats mean?
    There are currently eight different "region codes" in operation around the world, and the majority of these will only be viewable with the appropriate DVD player and television set. Our DVDs, however, are designated "region 0" and are designed to be used with most current DVD players, although you should check the specifications of your particular model before deciding to purchase. For more information on DVD regions, see here.

  18. How do I download my purchased products?
    Once you are logged in, click "My Downloads" in the right panel. The My Downloads page will show up with a list of downloadable products that you have purchased. Click on the product/file you want to download, a dialogue box will pop up and ask you where to save the file. After the download is complete, browse your computer for the file and open it.

  19. Can I play my downloadable purchases directly on my phone or tablet?
    Unfortunately, most devices do not support file download saving. It is recommended that you download your products on a desktop computer first, then transfer the files to your device using its native media application.

  20. How many times can I download the same product?
    You’ll notice in "My Downloads" that a "Number of download attempts remaining:" followed by a number appears next to your particular download product. We only allow for a total of 6 downloads from this link. We highly recommend that you back up your purchases on your own hard drive.

  21. What do I do if a downloadable product I purchased does not work, or is not available?
    If you are having trouble with downloadable files, please send us a message using the Download Support form. Please indicate which products and/or files you are having trouble with, and our team will look into it and respond within 24 hours.