SHOP
0
You can unsubscribe at any time.
New Free Shipping All Orders $69+
Online Shopping
Inside Scoop
Featured Shopping
Customer Service
How can we help you?

We want to know your concerns. Please use the form below to give us the details. Click here for complete Customer Service Information.

Frequently Asked Questions
  1. What is a Credit Card Security Code?
    The Card Security Code (CVV) is a 3 or 4 digit number printed on your credit card. It provides added security when you use your card on the Internet or over the phone. The number appears only on the card itself, not on receipts or statements.

    We ask for the security code when you enter your payment information. This helps ensure that anyone placing an order has the card in his or her possession and is not using a stolen credit card number.

    Each credit card company has a different name for the security code and puts it in a different place.

    Visa / Mastercard / Discover Networks

    The validation number for Visa, Mastercard and Discover Network is a 3-digit number printed on the back of your card. It appears after and to the right of your card number. On new Visa cards, the code is embedded nearby in the plastic. For your safety and security, please enter this number on the appropriate field on the payment page.

    American Express

    The American Express validation number is a 4-digit number printed on the front of your card. It appears after and to the right of your card number. For your safety and security, please enter this number on the appropriate field on the payment page. Note: some American Express cards have a 4-digit number below the account number. This is not the security code CVV.

  2. How do I change my payment information for an order?
    Our website accepts American Express, Visa, MasterCard, and Discover. At this time, we are only able to accept credit card orders. We do not accept check or Money Orders as a form of payment.

    Merchant Gift Cards - You can use any amount on your Merchant Gift card up to and including the full amount required to pay for the entire order. If the balance on your Merchant Gift Card is not enough to pay for your entire order, you may pay for the balance with a secondary credit card, using the same billing address. If you make a purchase for more than the amount available on the card without another form of payment to pay the difference, the transaction will be declined.

    For security reasons, we require that your billing address for your order match the billing address on the card. For your Gift card to work, please register your card before placing any orders. Please note that when ordering online, the information on the card must match exactly to the information given to the merchant or the transaction will decline.

    Due to the competitive pricing of our products, we are unable to process any C.O.D. or Cash/Payment on Delivery transactions.

    Once your information is on our servers, your information is encrypted and your credit card information is deleted once the transaction has completed successfully. This way your personal information is always safe. We are committed to protecting you and any information given to us stays with us.
  3. Is there another method of payment I can use for my order other than a credit card?
    Our website accepts American Express, Visa, MasterCard, and Discover. At this time, we are only able to accept credit card orders. We do not accept check or Money Orders as a form of payment.

    Merchant Gift Cards - You can use any amount on your Merchant Gift card up to and including the full amount required to pay for the entire order. If the balance on your Merchant Gift Card is not enough to pay for your entire order, you may pay for the balance with a secondary credit card, using the same billing address. If you make a purchase for more than the amount available on the card without another form of payment to pay the difference, the transaction will be declined.

    For security reasons, we require that your billing address for your order match the billing address on the card. For your Gift card to work, please register your card before placing any orders. Please note that when ordering online, the information on the card must match exactly to the information given to the merchant or the transaction will decline.

    Due to the competitive pricing of our products, we are unable to process any C.O.D. or Cash/Payment on Delivery transactions.

    Once your information is on our servers, your information is encrypted and your credit card information is deleted once the transaction has completed successfully. This way your personal information is always safe. We are committed to protecting you and any information given to us stays with us.
  4. What if the balance left on my Gift Card isn't enough to pay for the whole order?
    Using an Online Gift Certificate is easy. When you are finished shopping online and have added your items to your cart proceed through the check out process just like you would on any other order. On the Order Summery page of check out, you'll see a box where you can enter your Online Gift Certificate code (just below the Sales Tax and Online Promotion box and above the Order Total). Simply enter your Online Gift Certificate code and click "Apply". The screen will refresh and it will tell you what amount was applied. Then click "Place Order" to finish your order. You will be asked to provide a credit card if the amount of the order is greater than the Online Gift Certificate that you use.

    At this time, only one Online Gift Certificate can be used at a time. If you need to use more, please contact customer service
  5. Is shopping online with your company secure?
    Shopping online is safe, easy and secure. Independent studies have shown that using a credit card online over a secure server is safer than ordering by phone or fax. Ordering online through our site is safe & secure. Our servers use a technology called SSL (Secure Sockets Layer) to encrypt the data transmitted from you to our servers. This technology will work on any Netscape or Internet Explorer browser above version 1.0.

    Once your information is on our servers, your information is encrypted and your credit card information is deleted once the transaction has completed successfully. This way your personal information is always safe. By our using a secure server, you can feel safe in knowing that your personal information, including your credit card information, is encrypted and kept out of the hands of today's savvy Internet criminals.

    There are some additional steps that we tell you about to continue to protect your Security and Privacy once you have placed an online order with us. You will see the following verbiage when your order confirmation is returned to you inside of the website.

    To end the current session, you must complete the following two steps:
    1. Close or re-start your browser.
    2. Clear browser history.
    Failing to complete above steps may allow other users of your computer to view your session history and cache.

    By following these simple steps, it prevents anyone from determining what website you were visiting and what you may have purchased.

    If your account has 3 credit card declines in a 24-hour period, as a result of invalid information being submitted, your account may be temporarily disabled for security purposes. After the third decline, your account will be disabled for 24 hours. If you feel your account has been disabled in error please contact us at Customer Service.
  6. How do I change my order information for an incorrectly selected item?
    It's easy to add items to your Cart! Simply click on the button that says "Add to Cart" under or next to the item's image or description being displayed on any of our pages. Once you have requested the item placed into your Cart, you will see a complete detailed list of items in your Cart. The details include Quantity selected, Item Number, Name of the item selected, Unit Price, Total Price, if the item qualifies for free shipping, the option to Remove from Order and an Update Option to change the quantity of one or all of the items in your Cart. From this page you can continue shopping or proceed to checkout.

    You can always access your cart but clicking on the My Cart link at the top of the website, or on the side navigation bars and also at the bottom of the site. These links will all bring you back to the cart where your products are being added.
  7. How do I change the address for an order?
    We offer up to five (5) different types of shipping methods. We feel confident there will be an option available to suit your delivery timeframe and cost. For additional answers to Shipping & Handling questions, please refer to the Shipping category in section 3.
  8. Can I save my billing and shipping information for future orders?
    Once you have decided that you are ready to purchase the items in your Cart, simply click on the "Order Now" button at the very bottom of your Cart list. This brings your to Ship-to Address Entry or Selection.

    If you have not listed a prior Ship-to Address with us, the phrase "Address book is empty" appears. Follow the instructions that ask you to "Click here to add an address".

    It's like having an online address book at your fingertips. When shopping for friends, family members or yourself, it will be easy to list and save any and all ship-to addresses. One or more of the ship-to addresses that you have used or want to use will be displayed. You have four options from which to choose. You can add an additional ship-to address to your list by clicking on the link that says Click here to add an address. You can edit the address by clicking on the Edit link in below the address. You can delete the address by clicking on the Delete link below the address, as well. The other option remaining is to select an address by clicking in the circle to the left of that Address Name. By selecting the "Continue" button at the end of the Shipping Address list, you are brought to Shipping Options.
  9. How do I locate a specific item I want to buy?
    Our search engine is easy to use, fast and flexible! The easiest way to begin browsing the store is to pick a product category. If you're searching for Bibles, Gifts, Books, or Music items, you may want to try selecting one of the category tabs that will bring up a list of items allowing you to browse specialized categories. The categories are Accompaniment, Bibles, Books, Gifts, Homeschool, Kids, Music, Software, Spanish and Video. You will find links to our product categories in the right column of each category page.

    Most items are in subcategories, and you will need to "drill down" to find them. For example, if you are looking for comedy cd, you will first need to go to the Music category page, then find the link on the Music category page for "Comedy," and that will take you to a listing of all the Comedy cd's we carry. Once you are inside of a specific category, our "Sort by" feature located above the product listings will allow you to sort by Most Popular, Title or Price.

    Whenever you click on a particular subcategory (such as "Fiction General" under Books, or "Study Bibles" under Bibles), you will be taken to a page that lists all the products we carry in that subcategory. To view any product on that list, simply click on the title, which is a link, and you will be taken to that product's detail page. This page contains product and ordering information.
  10. Where can I see a list of everything I ordered?
    You are in control of your order. When shipment is being made by methods other than Standard Mail, also known as Media Mail, you will receive a tracking number. This tracking number will enable you to trace the steps of the package from the warehouse to its destination.

    For items that are shipped via UPS, you can track them online at www.ups.com and place the tracking number in the "Track Packages & Freight" box. It will give you detailed information about your package and its anticipated delivery date.

    For items that are shipped via FedEx, you can track them online at www.fedex.com and place the tracking number in the "Track Shipments/FedEx Office Orders" box. It will give you detailed information about your package and its anticipated delivery date.

    For items that are shipped via USPS, you can track them online as well at www.usps.com. Place your tracking number in the box on the right of the page that says "Track and Confirm." USPS will let you know if your package has been delivered and the date of delivery.
  11. What if I need more of a description about the item(s) I'm ordering?
    We receive our Product Descriptions directly from the vendor or publisher for each item we carry. We provide our customers with as many details as possible for each product offered. Sometimes, however, only a minimum or basic description is available. Due to the large variety of products, over 170,000, there are times where descriptions may be unavailable. We are aggressively working to get more details for every product. Know that if there is a product for which you would like to have more details, please contact us at Customer Service with your request and we will make every effort to provide this information. Actual product may vary from the description shown.
  12. Where is my order?
    After your order has been placed, you will receive a confirmation that is sent directly to the email address you provided at the time of your order. Your email address is our method of communication to you in the event it becomes necessary to notify you of the status of your order.
  13. Why is my order not complete? (Only received 2 of 3 items)
    Occasionally at the time of shipment, we are able to ship most of the items you order but cannot ship the remaining due to it being temporarily out of stock in our warehouse.

    The ones not shipped are due to the item being out of stock/discontinued at our warehouses. We do not have a back order policy with our fulfillment centers to allow our customers to find their products elsewhere in a timely manner. You will only be charged for the actual products that shipped so no credit will be necessary. Fortunately, the stock on most items should be replenished quickly for you to place another order.
  14. What do I do if my order arrives and something is missing or wrong?
    Due to varying item availability and warehouse locations, your items may be shipped separately when you place an order for multiple items. We will not charge you extra for split shipments.

    If your order has arrived and something is missing, damaged or defective, please make sure you check the items that you have received against the information on your packing slip and/or your Order Confirmation document. The packing information you receive with your order will tell you which items should be in the box you received, and you can use the Order Tracking tools to see if the rest of your order is on its way.

    If the item you ordered is listed correctly on your packing slip and/or Order Confirmation document, but the item actually delivered is incorrect, within 30 days of receiving the order, please contact customer care via the online form at Contact Customer Care, selecting the "Received My Order, Have an Issue" topic.

    If an item appears on the packing slip and/or Order Confirmation document but hasn't arrived, it may still be in transit. To check if the item is still in transit, go to the Order Tracking Section. If you can't locate a missing item by using the Order Tracking tools, within 30 days of placing the order, contact customer care via the online form at Contact Customer Care, selecting the "Item Missing From My Order" topic.
  15. How long will it take me to get my order?
    Orders are generally shipped within 1-2 business days from the time of the order. For items that qualify for Free Shipping (see free shipping details), they are shipped via Media Mail through the USPS or via FedEx or UPS Ground. These shipping methods can take up to 10 days for delivery. Please see the details for Media Mail shipping below at item 3.1.

    Weight & Multiple Warehouse Shipping
    Weight is a factor in shipping rates especially for large or freight shipped items. There is an additional charge for shipping on orders that ship from multiple warehouses. You will see the number of warehouses and shipping charges on the "Choose Shipping" Screen before you complete your order (e.g., "UPS Ground-2" for two warehouses).

    To determine the applicable shipping rate for items in your cart, proceed to checkout, select or add your shipping address and continue. Then you can see the different shipping speeds and costs.
  16. Can shipment be made outside of the US?
    Shipping Time: 10 15 days
    Tracking is not available
    $1.95 per order (Additional $1.95 per warehouse)
    $3.99 per item average estimate

    Due to the always varying regulations, for International orders, customer is responsible for any possible custom, duty or Value Added Tax (VAT) charges. Pre-Payment may be required via Money Order or Cashiers Check. Available to international customers in Europe or U.K. (This rate is available for orders containing books only. Orders containing CDs, DVDs, Accompaniment tracks, etc. do not qualify for this rate.)
  17. How do I return an item?
    Because we feel that we offer the highest quality products at the best prices, and we inspect and pack all of our orders with care, we think you'll be extremely satisfied with your purchases. However, there are times when items are damaged, defective, or incorrectly shipped. If this is the case for you, we'll gladly replace them.
  18. How do I cancel an order that has not yet been filled?
    Due to the fact that most online customers are expecting their items in a timely manner, the warehouse retrieval and fulfillment process moves quickly. An order cannot be cancelled or modified once you have submitted it electronically. Please submit your order only after you have verified that your order is complete and for the products desired.
  19. How do I check stock availability?
    We want our customers to know the status and availability of the products they wish to order. Products that are in stock will have the words "Online Stock" appearing on the product detail page for each item listed. You will also be able to see the number available for each item. If the "Online Stock" says "Out of Stock" it means the product is unavailable for shipment and thus cannot be purchased at this time.

    Some products might also be available for purchase in store (pricing will very in store and online). If this is the case, you will see "See Available In Store Stock: Click Here". This will tell you which locations it is available and allow you to contact the store to reserve copies for you in the store to be picked up in 24-48 hours. For more information on this see the section on More about In Store Reservation and Pick-up.

    Occasionally some of our products may be out of stock at the time of your order, and we apologize for any inconvenience this may cause you. We do not have backorder processing, which means, we will not hold your order for processing until the stock comes in. Our ordering system will not allow for any out of stock items to be placed into your Cart. Please continue to check the status of any out of stock item for reordering at a later date.
  20. Do I get a discount when ordering several items or ordering in bulk?
    We do not offer quantity discounts. However, since all of our products are up to 50 percent off the retail price you end up saving money anyway. So, for example, if you want to place an order for a large quantity of Bibles for a church, you will end up saving money because all of our prices are up to 50 percent off retail.
    We do have a select number of items (books, bibles, dvds, cds) that you can purchase as part of our Case Lot program as discounts up to 55%.
  21. Which products qualify for Free Shipping?
    1. All qualifying items will include the following message on the product page.
      Qualifies for Free Shipping on orders over $69
    2. Qualifying items are printed and recorded products such as books, Bibles, CDs, cassettes, videos and DVDs as well as Bible accessories, gifts, jewelry, toys, curriculum, and other church items that include the ""Free Shipping on all orders $69.00 and over"" offer on the product page.
    3. Certain large items which require freight shipment DO NOT qualify for free shipping.
    4. Free shipping in only available to shipping locations in the continental US. This includes the 48 contiguous states but not Alaska, Hawaii, Puerto Rico and the other U.S. territories.
    5. Most Ministry Exclusive Products do not qualify for free shipping and do not display the Free Shipping image.


    How to qualify for free Shipping?
    1. Place $69 or more of qualifying items in your cart.
    2. Go to your basket and place your order.
    3. Ship your order to an address in the continental U.S.
    4. Be sure to select "$0.00 - Free Shipping" free shipping method on the Shipping page during check out. (Note: "$0.00 - Free Shipping" shipping option will not appear if your order includes any non-qualifying items. You can simply remove the none qualifying and your free shipping will come back.)
    5. Charges relating to shipping, handling, and taxes will not be included to meet the $69 minimum. The Free Shipping offer will not apply to any order where cancellations or returns reduce the amount of qualifying purchases to less than $69; we reserve the right to charge applicable shipping and handling costs to any such order. This free shipping offer may change or be discontinued at any time.
  22. How to qualify for Free Shipping?
    1. All qualifying items will include the following message on the product page.
      Qualifies for Free Shipping on orders over $69
    2. Qualifying items are printed and recorded products such as books, Bibles, CDs, cassettes, videos and DVDs as well as Bible accessories, gifts, jewelry, toys, curriculum, and other church items that include the ""Free Shipping on all orders $69.00 and over"" offer on the product page.
    3. Certain large items which require freight shipment DO NOT qualify for free shipping.
    4. Free shipping in only available to shipping locations in the continental US. This includes the 48 contiguous states but not Alaska, Hawaii, Puerto Rico and the other U.S. territories.
    5. Most Ministry Exclusive Products do not qualify for free shipping and do not display the Free Shipping image.


    How to qualify for free Shipping?
    1. Place $69 or more of qualifying items in your cart.
    2. Go to your basket and place your order.
    3. Ship your order to an address in the continental U.S.
    4. Be sure to select "$0.00 - Free Shipping" free shipping method on the Shipping page during check out. (Note: "$0.00 - Free Shipping" shipping option will not appear if your order includes any non-qualifying items. You can simply remove the none qualifying and your free shipping will come back.)
    5. Charges relating to shipping, handling, and taxes will not be included to meet the $69 minimum. The Free Shipping offer will not apply to any order where cancellations or returns reduce the amount of qualifying purchases to less than $69; we reserve the right to charge applicable shipping and handling costs to any such order. This free shipping offer may change or be discontinued at any time.
  23. How do I contact someone for Customer Service?
    Want to talk with a real person? We'll be happy to track your order or answer any other questions you may have.

    Office hours: 8:30 a.m. to 5:30 p.m. EST, Monday through Friday
    For Domestic Calls: 866-526-7173
    For International Callers: 336-854-5570

    Email Addresses:
    For product info, please email product@thinkinnovative.com
    For info about our Affiliate Program or about advertising on our site, or if you have a product you'd like us to carry in our site, please email marketing@thinkinnovative.com
    If you have suggestions for how we can improve the store, please email suggestions@thinkinnovative.com
    For all other inquiries, please contact Customer Service

    Our mailing address:
    Innovative, Inc.
    Attention: Customer Service
    4280 Piedmont Parkway, Suite 105
    Greensboro, NC 27410

*Required Field