FAQ

  • Do I have to have an account to order?
  • Why can't I get past the captcha on your site?
  • Why is the site saying I don't have an account?
  • Do you offer bookstores, libraries, and schools a wholesale discount?
  • When will my order arrive?
  • Where is my order confirmation?
  • Why has my order been canceled?
  • How do I cancel my order?
  • Can I edit my order?
  • I didn't receive my download link.
  • Can I track my order?
  • How much is shipping?
  • Why is the Bell Mountain Series in two sets?
  • How do I know what format of a product I am ordering?
  • Why would a hardback be cheaper than a paperback?
  • Can I buy your books on Amazon?
  • Where can I find digital purchases from your previous site?
  • What payment methods do you accept?
  • Where is my refund?
  • Why did I receive a refund?
  • Do you ship international orders sea freight rather than air mail?
  • Do you sell to any bookstores outside of the US?
  • Can I return or exchange an item?
  • My order has arrived but it’s not as I expected. What can I do?
  • Still having trouble?
  • Did you find a typo?

General

Do I have to have an account to order?

Yes. We have found in the past that not having account can hinder discounts and prevent us from getting in contact with you should there be an issue with your order.

Creating an account makes it easy for you to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://chalcedonstore.com/account/register and follow the instructions on-screen.

Why can't I get past the captcha on your site?

We have tried to mitigate how often the captcha comes up when logging into our site. However, because we are using the Shopify services they may require you to prove you are not a bot. When clicking on captcha images, it is best to move your mouse in a circular motion because this will also help prove you are not a bot. Bots are incapable of moving in circular motions.

If you continue to have issues with the site, try using the Shop app where you can also make purchases from Chalcedon and track your packages.

Why is the site saying I don't have an account?

If you have not purchased or created an account on our new store then you likely do not have an account with us at this time (on the store). Please re-register by going to Account at the top of the page. Create a new account.

If your past account and digital items you purchased, please email me at orders@chalcedon.edu and I can move them into your new account manually.

Orders

Do you offer bookstores, libraries, and schools a wholesale discount?

We do offer bookstores, libraries, school, churches and ministries our wholesale discount. You can find more at our page Wholesale Terms.

When will my order arrive?

Orders that require shipping within the U.S. will be delivered within three to ten days, depending on your preferred shipping method and how far away you are from us. Shipping outside of the U.S. may take 14 to 30 days. Please check the tracking information provided to see if there is a delay with USPS or UPS. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at orders@chalcedon.edu just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and/or process your refund in full, as quickly as possible.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via orders@chalcedon.edu, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Can I edit my order?

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online. You can always add a note to your second order and we can combine the orders and possibly refund some of the shipping.

I didn't receive my download link.

I'm sorry for the inconvience. Your links should have been sent automatically but if not check your account. Your orders should have a "Status & Download" button. If the status of your order is NOT marked fulfilled, you may not see the download link. We will mark it fulfilled as soon as possible.

If you order is marked as fulfilled then our system should have sent the link. Please check your spam/junk folder for this email. If you didn't receive an email of any kind with your download link; feel free to contact us at orders@chalcedon.edu. We can resend the link but you should also have access under the "Status & Download" button on your order.

Shipping

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online. You can use the Shop app to track all orders placed with Chalcedon.

How much is shipping?

Shipping costs depend on the item you’ve ordered and the country where it’s being delivered. You can always check the cost of shipping by adding your items to your cart and starting the check out process.

Unfortunately, orders leaving the U.S. are expensive. For customers who reside in Canada you may consider shipping your order just over the border on the U.S. side and either having someone bring it to you order retrieve it when you are able. This will bring the shipping down considerably.

Now that we are partnered with Shopify we have access to some discounted shipping methods meaning we are able to offer UPS and DHL in some countries. These discounts were not previously available to us and we hope they help our international customers.

Products

Why is the Bell Mountain Series in two sets?

Shopify has a limit of bundling only 10 products which prevented us from putting all 14 volumes into one bundle. So the first 10 volumes of Bell Mountain are in their own set and the last 4 and anymore to come will be in the second set. The discount rate for them is the same as if they were one big bundle so you will continue to get 25% (or greater if applicable) when you order.

How do I know what format of a product I am ordering?

Each item has a format listed above the price of the title (in the products description page).

  • Ebooks have red ribbons located in the upper right corner of the image to indicate they are ebooks. Some say PDF because they are PDF ebooks only.
  • Used books have a black ribbon in the upper right corner indicating they are used (worn books).
  • Audiobook are square product images with the audiobook symbol in the bottom left corner.
  • MP3 digital albums are square product images with the audio symbol in the bottom left corner.
  • CDs, MP3 CDs, and DVDs are all marked in the upper right corner to indicate what they are.
  • Physical books are the only products without ribbons on their images.

All products have their format listed under the title and in the description information.

Why would a hardback be cheaper than a paperback?

In some cases, our hardback books where printed more than a decade ago which means the printing price was considerabely cheaper than it is today or in recent years. This can make hardbacks less than their paperback equivelant.

Can I buy your books on Amazon?

Yes, all our books are available on Amazon. While we do not fault you for purchasing through Amazon, we ask, whenever possible, to purchase directly from us. Typically you can get a better price through Chalcedon's Store as we do not offer any discount through Amazon due to high fees charged by Amazon.

 

The high fees Amazon charges can take more than half to all of the profit. We list our books on Amazon to help people find Chalcedon with the hope they will purchase from us in the future.

 

We tried to set up Amazon Pay to help customers who wish to use their Amazon gift cards on Chalcedon's store; however, Amazon doesn't allow charities to use Amazon Pay.

Where can I find digital purchases from your previous site?

Right now you can find all your digital downloads from the previous Chalcedon Store at our Archive Site's Download Dashboard. If you lose access to our archive site please email us at orders@chalcedon.edu and we can make sure any past purchases are in your new Chalcedon Store account. If you would like us to move your downloads over please contact us.

Payment

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express and Discover. We also accept payment by PayPal, Apple Pay, Meta, Google Pay, Shop Pay and Venmo. If you decide to use either of these methods, you’ll be taken to either their processing system, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

If you would prefer to send a check, please go through the check out process and stop short of submitting your order. This should get you the total amount needed to purchase your item.

We had hoped to have the ability to use Amazon Pay but because we are a non-profit Amazon will not allow it.

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Why did I receive a refund?

If you received a refund from us, it is likely because something was calculated incorrectly on your order. If a discount isn't applied or a better price is available; we try to make sure our customers get their money back.

International Orders

Do you ship international orders sea freight rather than air mail?

Unfortunately, we do not have this option as the United States Postal Service has removed sea freight options for international shipping. They have chosen to make all their shipping options air mail. Because of our new Shopify store we are able to get discounted rates through UPS and DHL which gives us the opportunity to pass along these discounted rates to our international customers. Shipping is still expensive but now you have more choices and can possibly find something a little less expensive.

We realize places like Amazon are offering smaller shipping costs. This is often due to arrangements with the US Postal Service and because as a very large world-wide company they have the ability to have mass shipping discounts where smaller companies do not.

Do you sell to any bookstores outside of the US?

We used to sell to a lot of bookstores outside of the US but the number has dwindled considerably in the last 15 years. We do still sell to two companies in Australia:

Koorong

Find locations on their site.

https://www.koorong.com/

 

Light Educational Ministries

200 Florey Dr
Charnwood, ACT 2615

Monday to Friday, 9.00 am to 5.00 pm

02 6259 3944

https://www.lem.com.au/

Returns

Can I return or exchange an item?

You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. We ask that you inform us of the return. You can contact us at orders@chalcedon.edu or 209-736-4365 ext 12.

When we receive the package we will assess your return to make sure it meets our return requirements. Returned items are subject to a restocking fee of 10%. Items arriving damaged will result in a charge of the product’s cost in addition to our restocking fee. A credit will be issued once the returned item(s) have been received and will be in the form that the order was originally purchased. Shipping and handling charges are not refundable.

We can only exchange items that are of equal or lesser value. If you want something that is of a higher value we can charge the difference.

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via orders@chalcedon.edu with the details. We’ll respond within 48 hours (we are closed weekends). In some cases, we will require a return of the damaged product.

If you should receive the wrong item, please let us know and we can go about getting you the correct item and a method of sending back the incorrect one. Items not returned will incure a charge for that item unless permission was given to keep the item.

If you order is missing an item, please make sure your packing slip/invoice doesn't state the items is backordered. If no indication to that effect is on your order, please contact us and we will send out your missing item.

Contact Us

Still having trouble?

If you are having issues with the site feel free to call us at 209-736-4365 extension 12 to place your order. All discounts will be applied. You can also email us at orders@chalcedon.edu.

If you need assistance with your subscription please feel free to email subscription@chalcedon.edu or call 209-736-4365 extension 10.

If you need assistance with your donation please email donate@chalcedon.edu or call 209-736-4365 extension 10.

Did you find a typo?

We appreciate being told about typos and errors. You can email them to orders@chalcedon.edu and they will be correct as soon as possible.