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?

Gifts

    1. Can I send a gift order?
    2. Can I purchase a Gift Certificate?
    3. How do I redeem a Gift Certificate?
    4. How do I check my Gift Certificate balance?

Available Formats

    1. What format are your audio and video?
    2. What do the different DVD formats mean?

File Downloading

    1. How do I download my purchased products?
    2. Can I play my downloadable purchases directly on my phone or tablet?
    3. How many times can I download the same product?
    4. What do I do if a downloadable product I purchased does not work, or is not available?

Audio Guides

  1. MP3 Audio Guide
  2. M4A Audio/Slideshow Guide
  1. Is my transaction secure?
    YES, It is absolutely safe to shop at Koinonia House!
    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! Credit card transactions are processed by a Secure Payment Gateway and not by K-House.

  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 country, 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?
    US and Canada: Items shipped via Media Mail should arrive in 10-14 days.
    US and Canada: Items shipped via Priority Mail should arrive in 2-8 days.
    US and Canada: Items shipped via UPS Ground should arrive within 3-7 days.
    US and Canada: UPS Three Day and Two Day shipping should arrive within those time limits.
    Orders shipped outside US and Canada can take 1-3 weeks.
    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. Alternatively, we can take orders over the phone. Or contact details are here. Please DO NOT email credit card details.
    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. While we gladly accept donations, 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 New Zealand Office only accepts 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. K-House New Zealand complies with its obligations under the Consumer Guarantees Act.

    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 Note: If you have purchased products from a third party or non-khouse retail store, please contact the store from which you purchased the original product.

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

    New Zealand Office
    Koinonia House
    PO Box 178
    Reporoa 3060
    New Zealand

  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 or click here. 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 mp3 (audio only), mp4 (video download) and also m4a format (audio with slideshow). The availability varies between products. For our stores outside the U.S., we have our K-House New Zealand online store and Vision Christian Store in Austrailia also sells our products.

  17. What do the different DVD formats mean?
    There are primarily two DVD formats, NTSC and PAL. PAL is common in Europe and parts of Asia while NTSC is used in the U.S. and Canada. While PAL is not widely accepted in US and Canada, NTSC is common worldwide and most modern DVD players and Televisions support NTSC (although you should check the specifications of your particular model before deciding to purchase). K-House DVD's are in NTSC format.

    The main reason why a DVD purchased overseas is not able to be played in your player back home is due to DVD Region restriction. There are currently six different "region codes" in operation around the world, and the majority of these will only be viewable with the appropriate DVD player in that particular region. Large companies use regions to restrict disribution and control licensing. K-House DVDs, however, are not region restricted and are designed to be used worldwide.

  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?
    Most devices support direct file downloads to the devices storage, SD Card or cloud storage (like iCloud, OneDrive, etc.) However, if your device does not support this, you may need to download your products on a desktop computer or laptop first, then transfer the files to your device using the particular devices recommended method or 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 generally don't want to limit how many times you can download, we set this initially to 100 however. 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.

  22. MP3 Audio Guide
    MP3 files have been the standard digital format of audio files for many years now. They are compatible with practically all digital music players on the market, and also playable on many car and home stereo systems, DVD players, etc.

    Useful links:

    How to use MP3
    How to play MP3
    How to load mp3 on iOS
    How to load mp3 on Android

    Please note: K-House is not involved in the development of 3rd party apps so any feedback or support relating to the operation of these apps should be directed to the app stores or developers.

  23. M4A Audio/Slideshow Guide

    M4A stands for MPEG 4 Audio and is a filename extension used to represent audio files. M4A's can also display sequential images during playback. Apple Inc. started using and popularizing the .m4a filename extension, however, the latest iOS and iTunes have dropped support for slideshow capability using this format.

    While most apps support M4A audio playback, you may need third party apps to view the slides during playback. As technology is always changing, you will need to search either the Microsoft, Apple or Android app stores for free or paid for apps that support this format. Due to the diminishing support for M4A slideshows, K-House no longer produces M4A's.

    Useful links:

    How to use M4A
    M4A slideshow on Mac
    Windows apps that support M4A slideshow playback

    Please note: K-House is not involved in the development of 3rd party apps so any feedback or support relating to the operation of these apps should be directed to the app stores or developers.