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Troubleshoot Ordering/Shipping Problems

Problem:

“Your webstore won’t accept my credit card.”

We have done everything that we know to make sure that shopping on the W.D. Frazee Sermons webstore is the safest possible.

The payment portal is so secure that it sometimes will not authorize legitimate transactions. We have experienced this ourselves, buying on eBay. If our payment portal has the slightest suspicion that something in the slightest way possible is illegitimate, then it will block the transaction. We realize this can be frustrating. But most people would rather be occasionally frustrated if it means the site is secure.

If our portal is not accepting your credit/debit card, the most common reason is that the numbers were not entered correctly. Every digit, including the expiration date and the security code, must be typed exactly in order for the process to proceed. Be sure and try at least one more time if you don’t have any success the first time. Other reasons include spending limits and other pre-arranged limits that you may have set up on your card.

After checking the above suggestions, if you still are having difficulty, the best thing is to try a different card.

For those of you who have a PayPal account, we also have that for a payment option.

As a last resort, you also have the option to mail a check.

If you live outside of the USA, the payment portal may give you a harder time. When payments have to cross borders, our payment portal is extra cautious. We have had this experience of PayPal not allowing us to pay for some goods that we purchased for the ministry from outside the USA. However, the issue was eventually resolved, and we got the product we purchased.

If you have difficulty with our payment portal, you may contact us. However, we can only ask if you’ve tried all the above options, as those are all that can be done. The good news is that the options we’ve listed should tackle nearly every payment problem.

If the payment has gone through but you have changed your mind, or for whatever reason have become dissatisfied, we can certainly issue you a refund. Simply contact us, and we’ll be happy to help:

support@wdfsermons.org

 

“My order hasn’t arrived yet!”

 

The books and materials we ship out are mailed through the U.S. Postal Service either Priority, First-class, or Media Mail.

The positive aspect is that we can ship right to your post office box (something that cannot be done with other shipping companies) and the cost is often less expensive than other shipping businesses.

The sometimes negative side of shipping with the USPS is that they can be hard on packaging. Sometimes orders are damaged in transit; and, in rare cases, the shipment gets lost. If either of these ever happens to you, please accept our apologies.

If damaged:
Let us know if any of your items were damaged, and we will replace the damaged materials or give you credit for our online store, whichever you prefer.

If lost:
If the materials seem to be taking too long to get to you, it is probably because they got lost in the mail. Sadly, this does happen occasionally. In this case, please let us know, and we will resend your items.

Many customers request that their orders be shipped via Media Mail because it is much cheaper than other options. However, shipments via Media Mail are the ones that most commonly get damaged or lost. Priority Mail may cost more, but it should take only 2-3 business days to arrive to most USA residences. And if you give your email address upon ordering, the USPS will notify you via email of the stages of transit. In our experience, Priority Mail just about never gets lost or damaged. You are welcome to select Media Mail for your order, but as the old saying goes, “You get what you pay for.”

If you do select Media Mail, and your order does not arrive within three weeks from the time you placed your order, please let us know this quickly so we can make it right.

When you make a bulk order on the website or order form and it tells you that the shipping will be FREE, it will be sent via Media Mail unless otherwise specified. You can, if you would like, request for the free shipping to be upgraded to Priority. You will be charged for the direct cost of shipping minus what the Media Mail package would have cost.

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