Sparkhouse

Help

Signing in and accounts

Why should I sign in?

Signing in makes shopping quicker and easier by storing:

  • Order History
  • Digital Resources you have purchased
  • Shipping and billing information

How do I sign in?

Go to the Sign In page (this link is also found in the upper right of each page, prior to signing in), complete the brief form, and you're all set.

How do I edit sign-in credentials, or update other personal information?

Go to to the My Account page (this link is also found in the upper right of each page, after signing in).

Can I delete my sign-in information?

Sign-in information can't be deleted, but it can be deactivated. To prevent your sign-in information from being used to place an order, contact Customer Care Monday through Friday, 8 am to 4:30 pm (Central):

  • Email: info@wearesparkhouse.org
  • Phone: 877.702.5551

Customer Care represents Augsburg Fortress and all associated divisions, including sparkhouse.

What if I forget my password?

Click on the Forget your password? link; (also found in the Sign In page) enter your email address for your account and instructions on how to reset your password will be sent to you.

If you can't access your email, contact Customer Care Monday through Friday, 8 am to 4:30 pm (Central):

  • Email: info@wearesparkhouse.org
  • Phone: 877.702.5551

Customer Care represents Augsburg Fortress and all associated divisions, including sparkhouse.

How do I create a credit account?

sparkhouse is a division of Augsburg Fortress, which offers credit accounts that churches and organizations can use to purchase products from any Augsburg Fortress division. To create a credit account for your group, complete the following application form. After approval or verification, your group will receive an email with your account number, curriculum specialist contact, and instructions for ordering.

Can different groups within my church or organization use the same account?

Groups within a church or organization can use the same account. To help you continue to track orders placed by different groups within the church, we suggest signing in with your group account, and then setting up a separate shipping address that has the name of the group in the name or company field.

For example, if the billing address is:

  • Our Organization
  • 100 Church Road
  • Luther MN, 12345

You could save a shipping address like this:

    • Our Organization Sunday School
    • 100 Church Road
    • Luther MN, 12345

    Or:

    • Our Organization
    • Attn: Women's Group
    • 100 Church Road
    • Luther MN, 12345

    Wish lists

    What is a wish list?

    Wish lists allow you to save ideas or plan for future orders. If your sign-in information is associated with a credit account, all users on the account can access shared wish lists. You can create as many wish lists as you'd like.

    How do I create and manage a wish list?

    To create or add to a wish list:

    • Find the resource you'd like to save in the store
    • From the product detail page, click "Save to a wish list"
    • You'll be prompted to assign the item to an existing wish list, or create a new wish list

    How do I add the contents of a wish list to my cart?

    When you're ready to purchase items from your wish list, go to the wish list that houses the item(s) and select "Add to cart." You can add individual items or an entire wish list to your cart. The quantity of items in a wish list will be the quantity that moves into your cart for checkout.

    Checkout

    What are my payment options?

    Orders can be purchased using Visa, MasterCard, Discover/NOVUS, or American Express. If you register for a group account, you can also order with an Augsburg Fortress credit account.

    How does sparkhouse keep personal and financial info safe?

    We use 128-bit Secure Sockets Layer (SSL) technology to encrypt all transactions and account information. View our privacy policy.

    How do I know my order was received?

    When you successfully place an order online, you'll see an order confirmation screen. You'll also get a confirmation email. You can sign in to access your order history (including pending orders) at any time.

    If I don't live in the United States, can I order sparkhouse resources?

    Yes. If you live in Canada, visit www.afcanada.com, or call 877.702.5551 to purchase sparkhouse resources. Sparkhouse is a division of Augsburg Fortress.

    Order processing

    How do I know my item is available?

    There is an availability icon on each product page to let you know if the item is available or not. Availability is updated in the store every 15 minutes during business hours, which are Monday through Friday, 8 am to 4:30 pm (Central).

    Can I order imprinted resources?

    Some sparkhouse materials can be imprinted with a name, date, or other inscription. If imprinting is an option, it is noted on the product detail page in the store with a link to an imprinting form. The imprinting form requires you to specify the desired quantity for each imprint.

    How long will it take for my order to arrive?

    Shipping time depends on the selected shipping method, shipping distance, and availability of the purchased item(s).

    • In-stock items usually ship the next business day
    • Products that ship directly from the manufacturer (this is noted with availability information on the product page) usually ship within 10 business days
    • Out-of-stock items ship as soon as they are available

    You are not charged for additional shipping if your order contains items with varying availability, resulting in multiple shipments.

    How do I return or exchange items?

    For items you wish to return, confirm the item meets the following criteria:

    • Was purchased within the last year
    • Is in saleable condition and is in print
    • Doesn't include dated information

    Send items meeting these criteria, with proof of purchase by a secure, pre-paid, and traceable method to:

    • Augsburg Fortress Publishers
    • C/O PBD Worldwide
    • 905 Carlow Dr Unit B
    • Bolingbrook, IL 60490

    Specific return restrictions apply to some resources. To learn more, contact Customer Care Monday through Friday, 8 am to 4:30 pm (Central):

    • Email: info@wearesparkhouse.org
    • Phone: 877.702.5551

    Customer Care represents Augsburg Fortress and all associated divisions, including sparkhouse.

    Where can I get help with my order?

    Contact Customer Care Monday through Friday, 8 am to 4:30 pm (Central):

    • Email: info@wearesparkhouse.org
    • Phone: 877.702.5551

    Customer Care represents Augsburg Fortress and all associated divisions, including sparkhouse.

    Shipping and sales tax info

    What are my shipping options?

    Shipping options and approximate delivery times for in-stock items (including order processing time), include:

    Standard shipping

    • FedEx Ground: 5-9 business days

    Expedited shipping

    • USPS Priority Mail: 5-9 business days (must be used for delivery to P.O. Boxes or APO addresses)
    • FedEx Express Saver: 5 business days
    • FedEx Two-Day: 4 business days
    • FedEx Standard Overnight: 2-3 business days

    How much is shipping?

    Shipping fees cover postage, packaging, and handling fees are associated with order delivery. The total cost for shipping depends on which shipping option you choose and the exact destination for your order.

    During the checkout process, your total shipping cost will be displayed on the "Review" screen, after you've entered a shipping address.

    Shipping rates may be reduced by a special promotion, but such promotions exclude:

    • Resources classified as "on demand"
    • Select back-ordered items
    • Orders using an expedited shipping option

    How are shipping costs affected if a resource is out of stock or not yet available?

    There will be no additional shipping charge. If your order contains a mix of in-stock and out-of-stock items:

    • In-stock resources will ship right away
    • Out-of-stock items will ship as soon as they are available, using the same shipping option you selected at the time of purchase

    If your order only includes items that aren't in stock, you'll be charged for your selected shipping method at the time of purchase, and items will ship as soon as they are available.

    What if my order is damaged when it arrives?

    If your order arrives damaged, contact the carrier (FedEx or USPS) who delivered your shipment, within five business days, to report the damage. Save the packing slip and packaging materials for evidence.

    Then, contact Customer Care Monday through Friday, 8 am to 4:30 pm (Central) and we will work with you to settle the claim:

    • Email: info@wearesparkhouse.org
    • Phone: 877.702.5551

    Customer Care represents Augsburg Fortress and all associated divisions, including sparkhouse.

    Will I need to pay sales tax?

    If you place an order from a state where Augsburg Fortress has a physical presence (a permanent facility, or a store at an event), you will need to pay sales taxes. sparkhouse is a division of Augsburg Fortress.

    If you are a tax-exempt organization, you must provide two documents before orders can be exempt from sales tax:

    1. A copy of your state-issued tax exemption certificate, and
    2. This completed application form.

    After approval or verification, your group will receive an email with your account number, curriculum specialist contact, and instructions for ordering.

    Account billing

    What's the status of our credit account?

    Sign in to the credit account to check the status of invoices and view an account summary.

    What's the difference between mailed statements and online invoices?

    Mailed statements include unpaid items in your group account. Online invoices include all items and more detailed information.

    Why are there payments on our credit account that aren't applied to invoices?

    If it's unclear how payments should be applied, we do our best to match payments to open invoices. Most often these turn out to be duplicate payments, which become credits on your group account.

    Can I pay my bill online?

    Yes. To save time, paper, and postage, sign in to the My Account Area and select "Pay an invoice."

    How long does it take for a payment to post?

    Online payments post by the next business day. Usually it takes seven to 10 business days for offline payments to post.

    Can I request credit for returned merchandise when paying an invoice?

    Payments and credits are handled separately. To request credit, contact Customer Care Monday through Friday, 8 am to 4:30 pm (Central):

    • Email: info@wearesparkhouse.org
    • Phone: 877.702.5551

    Customer Care represents Augsburg Fortress and all associated divisions, including sparkhouse.

    Downloads

    How do I download an item I've purchased?

    After you complete your purchase, you'll receive an email with a link to download. You can also access your download(s) by signing in at any time.

    What programs do I need to view or hear files I've downloaded?

    Downloads come in three formats:

    Click the links above to download software for free.

    What if I have technical problems during download?

    If your internet connection fails, just refresh the page and start again.

    If your software won't play an audio or video file, try to download the file again, and try re-installing the media player.

    • Email: info@wearesparkhouse.org
    • Phone: 877.702.5551

    Customer Care represents Augsburg Fortress and all associated divisions, including sparkhouse.

    Where can I get help with downloads?

    Contact Customer Care Monday through Friday, 8 am to 4:30 pm (Central):

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