Frequently Asked Questions
Shipping
When will my items ship?
Depending on when your purchase was ordered, your items will ship within 1-2 business days from order. For example, if you place an order on Friday, your items will ship the following Monday or Tuesday. Once your package ships, you will be emailed the tracking information.
Generally, domestic orders will be delivered within 3-7 business days and international orders within 1-4 weeks. Please note that delays can be experienced due to customs and/or other variables and are beyond our control and influence.
I live out of country. What are my shipping options?
International shipping rates will differ from country to country. EW STORE works diligently to provide our international customers with the best options available for shipping. Shipping is calculated by weight, shipping destination, and packaging costs.
Some International shipping may take longer than usual as the border checking process varies from country to country. There may be delays caused by customs to ensure that your package is safe for delivery. If your order has not arrived within the estimated time given, it may also be held for you at your local post office.
Although we deliver to most countries, customers outside of the U.S. may be required to pay import custom duties / taxes. These import custom duties are set at the port of entry by a customs officer, and differ from country to country. Import custom duties / taxes are in addition to shipping costs paid to the Bethel Web Store to cover shipping and handling. Import custom duties / taxes are the responsibility of the customer. We recommend customers outside the USA use this free Duty Calculator to estimate the likely import tax in your country.
Where do I find my tracking number?
As soon as your package ships, you will be notified with your tracking information. If more than two business days have passed and you still haven’t received your tracking information, please reach out to us by emailing customerservice@eagleswings.org
What happens if an item I purchased is backordered?
In the event that your item is backordered, we will email you with an estimated time of arrival. If your purchase includes other items that are not on backorder, we will hold the full order until the backordered item becomes available at which point the whole order will ship.
I received a damaged item or my order is missing an item. What can I do?
If your item arrives damaged or there is a missing item, please contact our customer service team at customerservice@eagleswings.org. If you feel you have received a defective product, please reach out to us and we will be happy to assist you with this. We will need confirmation of purchase and evidence of the defect. If we deem an item defective, we will mail a new product to you at no additional cost.
I misplaced or damaged an item purchased from EW STORE. Can you replace it?
Unfortunately we cannot replace any items that are lost or damaged.
What if my shipping address is incorrect and the order has already shipped?
EW STORE is not responsible for the delivery of orders if the delivery address supplied has been entered incorrectly or is an incomplete address. You can contact the Postal Service to redirect your package or wait for the package to be returned to us. Additional shipping costs for orders that are re-shipped may apply.
Digital Downloads
How long will my download be available?
Once you purchase a digital download, it will be available to download from our server for 90 days. After this period of time, you will no longer have access to the files. It is your responsibility to download the files onto your personal device within the given timeframe. EW STORE is not responsible for lost or deleted downloads. If you have any issues downloading or accessing your digital goods, please email customerservice@eagleswings.org.
Can I return a download?
Downloads are nonrefundable. If you have purchased both the hardcopy and the digital download of a product, you are eligible for a refund if you return the hardcopy to us. If you experience an issue with your download link, we will supply you with a working link as soon as possible.
How do I access a digital download that I purchased?
Once your order is placed, you will receive an email containing the download link. Follow the link to access your files. You will have 1 attempt and 90 days to retrieve your files before you no longer have access to them. If, for whatever reason, you need your download attempts reset or if you have further questions, you can contact us at customerservice@eagleswings.org.
To download your digital items to your computer:
- Open the download link provided
- Click Download All at the bottom of the page or click Download next to each file to download them one by one
- The files should automatically download to your hard drive and begin playing immediately on iTunes or another designated media player
- You can then transfer the files to your phone or other device through iTunes or the Dropbox app
To download your digital items to your phone or other device:
- Download the Dropbox app and create a free account
- Click Save to Dropbox at the bottom of the download page
- After these files are downloaded to Dropbox, you will be able to access them in the app at any time
- For further instructions, watch SendOwl’s video here: https://www.youtube.com/watch?v=NqmgKmEikpA
- I see several download options. What is the difference?
MP3: high definition audio file
M4V: video file
PDF: digital document
E-book: digital book (format will be epub, mobi, or PDF)
I lost my download card. Is there anything I can do?
Download cards are not replaceable by our policy. If you have your purchase receipt, please email our customer service team and they will work to the best of their ability to resolve your issue.
How many times can I use my download card?
Download cards are good for a one-time use. Our copyright and infringement laws apply to all products that you purchase. If download cards are being shared, we reserve the right to terminate your account.
I purchased the hard copy of an item, but I see there is a download option as well. Can I get the download for free since I purchased the hard copy?
Digital copies and physical products are two different items within our inventory. We are unable to provide you with the download content for free. If you would like the download content, you will need to make a separate purchase.
I purchased your training manuals and want to download multiple copies. What is your policy for that?
We understand that you may want to produce several copies for your small group or ministry team. However, in accordance with our copyright policy, each purchase is limited to one download/copy. If you’d like to purchase multiple copies of the same digital download, please email our customer service team at customerservice@eagleswings.org and we will do our best to give you a discount off your order.
Orders
How can I access my receipt?
Your confirmation email will serve as your receipt. You can also find your purchase history and receipt information by accessing your store account. Please feel free to print it off for your records.
When will my card be charged?
Your card will be authorized for the amount of the transaction, including the shipping cost, at the time of checkout.
What are acceptable forms of payment?
All orders will be charged in USD. We accept all major credit cards, Apple Pay, and Google Pay. We do not accept PayPal, checks, or money orders.
Do you offer bulk or wholesale pricing?
We do not offer wholesale pricing, but we do have bulk pricing available. If your small group or church is looking for bulk pricing info, please email our customer service team at customerservice@eagleswings.org and they will be happy to help you place your order. The bulk discount is 20% off the regular retail price for 20 or more copies of one product and 30% off the regular retail price for 30 or more copies of one product.
Can I make a change to my order before it ships?
Once an order is placed, we are not able to add any products or change any of the quantities. If your order has not yet shipped, you can request a cancellation of your current order so you can place a brand new order. If you order has been processed for shipping, or has shipped, we cannot cancel your order. You can refuse the delivery, and your order will be subject to our return policy.
If you would like to change the shipping address on your order, please contact customerservice@eagleswings.org as soon as possible – ideally within the first 8 hours of the order being placed. We will do our best to update the shipping address before the order ships.