Upper Room Books™ — Ordering and Customer Service What Is The Upper Room®? How do I order a book from The Upper Room? Ordering Books by Telephone Ordering Books by Mail or Fax Ordering Books Online Using Your Upper Room Church Account How do I order a book if I live in Australia or New Zealand? How do I order a book if I live in Canada? What happens after I order? Is my credit card secure? Shipping Information Shipping within the Continental United States Shipping Outside the Continental United States Is my shipment insured? How do I contact customer service for books? What if my shipment is not received or is damaged? How do change my address? Can I return merchandise? What Is The Upper Room? The Upper Room is an interdenominational and international Christian publisher. Our mission is to provide resources (print, audio, video, electronic, experiential) that help persons grow in their relationship with God. As a customer of The Upper Room, you are a part of a network of people and congregations who are seeking God, building a vision of new life in Christ, and nurturing one another by sharing your experiences of God's love and guidance. | Return to Top | Ordering Upper Room Books by Telephone The Upper Room accepts VISA and MasterCard. Call toll free 1-800-972-0433 (U.S., Canada, Puerto Rico) or +1-615-340-7284 (internationally). Service hours are Monday through Friday (excluding holidays) from 8:00 am to 4:30 pm (Central Time). When you place your order by telephone, we will ask for the promotion or order code on your catalog mailing label or order form. If you learned about the product from the webpage or online bookstore, let the customer service representative know. These codes are equally important to you as well as to us. If there's a special offer associated with the code, you will be sure to receive the free item(s) or the special advertised price. The code also enables us to know how people learn about our products. | Return to Top | Ordering Upper Room Books by Mail or Fax The Upper Room P.O. Box 340012 Nashville, TN 37203-9540 USA Fax: 1-615-340-7275 | Return to Top | Ordering Books Online The Upper Room's selection of resources for spiritual growth are online at The Upper Room Bookstore. Browse the bookstore and order books online using our secure server. When you find a book you would like to purchase, click the "Add to Cart" button underneath the item description. When you are finished shopping, click "Check Out" on your shopping cart. At this point, you will be switched to the secure server so that all personal information (including your credit card) will be protected. NOTE: To use our online bookstore, you must allow "cookies" on your computer. These are merely a means of verifying that you are a registered user, not for marketing purposes. Cookies are needed for our system to recognize you and what you placed in your cart as you move through our site or through the online order process. Set your browser's security preference to accept cookies and set the security level no higher than medium. The way you change those preferences depends on your browser (Internet Explorer, Netscape, Opera, etc.), but usually it can be found under Edit. Then look for Preferences or Security. To complete the order, follow the step-by-step directions as you complete the four checkout steps. Please note that some information fields are marked with *, which indicates that the information is required to process your order. You will be asked for your shipping and billing addresses, your billing preference (VISA, MasterCard, or church account), and your shipping preference. When you have verified your order in the final checkout step, click the Submit button at the bottom of the screen, and your order will be sent to The Upper Room for processing. You will be sent a confirmation of your order via email. Please use the order confirmation number from this email in any inquiries about your order. | Return to Top | Using Your Church Account Church staff can order and bill items from The Upper Room to their church. Application is made by submitting a first order. Payment is due upon the receipt of the invoice included with the shipment, net 30 days. Staff placing an order will be asked to provide their name, their position within the church, and the church (or organization) they represent, as well as billing and shipping addresses. Please include your church account number and order confirmation number with all order inquiries. | Return to Top | What happens after I order? After you place your order (by phone, fax, or online), your items will be shipped within two business days. If you have any questions about your order, call customer service at 1-800-972-0433 (U.S., Canada, Puerto Rico) or +1-615-340-7284 (internationally). Service hours are Monday through Friday (excluding holidays) from 8:00 am to 4:30 pm (Central Time). You can send an email inquiry about your order to books_custserv@bbs.upperroom.org. Be sure to list your invoice number, order details, and contact information. Do not list your credit card information. We do not accept orders by email. | Return to Top | How do I order a book if I live in Australia or New Zealand? To expedite your order and to save on shipping, order directly from MediaCom. In Australia, call 1800 811 311. In New Zealand, call 0800 833 477. Online: http://www.mediacom.org.au Email: admin@mediacom.org.au Note: Do not list your credit card information. We do not accept orders by email. | Return to Top | How do I order a book if I live in Canada? To expedite your order and to save on shipping, order Upper Room products directly from our Canadian wholesale distributor, R.G. Mitchell Family Books. (Sorry, products from Discipleship Resources are not yet available.) Their stores are located throughout Canada. Mail: R.G. Mitchell Family Books 565 Gordon Baker Road Willowdale, Ontario M2H 2W2 Online: https://eworks.rgm.ca/index_high.html Phone: Toll free: 1-800-268-3445 In Toronto: (416) 499-2029 E-mail: willowdale@rgm.ca Note: Do not list your credit card information. We do not accept orders by email. | Return to Top | Is my credit card secure? Yes, your credit card is secure when ordering from The Upper Room online. By using the Secure Sockets Layer method of web transmission, the webserver takes all the steps necessary to protect your personal information, including your credit card number, from being intercepted during transmission. The server encrypts all data sent and decrypts all data received with a digital ID generated by using RSA public-key cryptography, ensuring that your information remains safe and secure. If your browser supports the Secure Sockets Layer of web transmission, you will see a little padlock or key in the lower frame of your browser window. This symbol lets you know that your transactions are occurring in a secure environment. To protect you against credit card fraud, you must enter the current billing address of your credit card (where your statement is mailed) as your billing address for your order. If you do not, an error message will appear, and you will have a chance to re-enter the correct address. Never list your credit card information in an email to us. Only orders processed through our website's store are secure. Because email is not secure, we do not accept orders by email. | Return to Top | Shipping Information We charge only what shippers charge us to guarantee delivery of your packages. (In other words, we aren't making money on shipping.) There are cheaper services, but packages often fail to arrive at their destination. We've selected shippers who are reliable and who will track and reimburse lost shipments, but they charge us more. To cover a recent fuel surcharge increase imposed on us, we've had to increase our shipping rates. Delivery within the Continental United States Standard Shipping Method: Charges are $6.25 per shipment plus $.30 per item. Expect delivery between 3 to 10 business days. Expedited Shipping Method: Charges are $9.50 per shipment plus $1.05 per item. Expect delivery between 3 to 5 business days. This service is not available to Post Office boxes.) Express Shipping Method: Charges are $20.00 per shipment plus $1.55 per item. Expect delivery between 2 to 3 business days. This service is not available to Post Office boxes.) Limited Same-day Shipping Service is available if the order is received by phone (only) at 1-800-972-0433 before 11:30 am (Central Time), Monday through Friday (excluding holidays). There will be an additional charge of $11.50 plus the actual shipping cost. Delivery Outside the Continental United States Shipping to international destinations is handled by Premier Postal Solutions, and charges are $36.00 per shipment plus $4.05 per item. Although costly, this service is the most reliably tracked if packages are lost in transit. Depending on the destination, delivery may take between 7 to 14 business days. | Return to Top | Is my shipment insured? All our book shipments are insured. If your order is valued at $500 or more, a signature by the person receiving the shipment is be required. This is to ensure that your order arrives on time at the correct address. If it does not arrive, it can be replaced at no additional expense. | Return to Top | How do I contact customer service about books or book orders? By Email: books_custserv@bbs.upperroom.org Note: Never list your credit card information in an email to us. Email is not secure. Only orders processed through our website's store are secure. If you have questions about our products or your order, please provide your invoice number, order details, and account contact information. We strive to respond to your inquiry within 2 to 3 business days. We do not accept orders by email. By Telephone: Call toll free 1-800-972-0433 (U.S., Canada, Puerto Rico) or +1-615-340-7284 (internationally). Service hours are Monday through Friday (excluding holidays) from 8:00 am to 4:30 pm (Central Time). By Mail: The Upper Room P.O. Box 340012 Nashville, TN 37203-9540 USA By Fax: +1-615-340-7275 | Return to Top | What if my shipment is not received or arrives damaged? If your order does not arrive or is damaged, please call us toll free at 1-800-972-0433 or email us at books_custserv@bbs.upperroom.org. Please include your account number or order number and your billing and shipping information. | Return to Top | How do change my address? Send your most recent mailing label back to us with your new address. If a label is not available, send us both your old and new addresses by mail. Or call us with your information at 1-800-972-0433. Via email, send your name and both your old and new addresses to books_custserv@bbs.upperroom.org. | Return to Top | Can I return merchandise? A full refund or credit will be given on all returned merchandise purchased from The Upper Room, except videos. Videos may be returned only with permission from our Customer Services Department. To obtain permission call 1-800-972-0433 (U.S., Canada, Puerto Rico) or +1-615-340-7284 (International calls). A return form will accompany your shipment. When returning an order, enclose the return form and indicate which and how many items are being returned. Securely wrap the merchandise and insure it. Shipping costs on returns are the responsibility of the sender. We are not responsible for materials damaged or lost in a return shipment. The Upper Room cannot accept returns C.O.D. Send returns to: The Upper Room Distribution Center 1650 Bluegrass Lakes Parkway Alpharetta, GA 30004-7714 USA | Return to Top |

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