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Frequently Asked Questions



Returns or Exchanges:


What is your policy on returns and exchanges?

Focus on the Family Canada wants you to be happy with your purchase. If you are not completely satisfied with any item, you may return it within 30 days of shipment for a full refund. For more information, click here.


What is your policy on damaged items?

If your order arrives in a damaged condition, please call us at 1.800.661.9800 for a replacement (when possible) or full refund (including final sale items). We ask that you do not return damaged resources to us. Simplify notify us, and we will send you a replacement product as soon as possible.


Do I have to pay for shipping a product back to you?

The customer is responsible for sending and return shipping charges unless: a.) Focus on the Family Canada made an error in the processing or shipping of your order, or; b.) if the product was defective or damaged.



Shipping:


How much does it cost to ship something in Canada?

Focus on the Family Canada offers three shipping options in Canada depending on when you need a product delivered: Expedited Parcel, Xpress Post and Priority Courier. Shipping costs vary depending on the kind of product you purchased and how quickly you need it. For the basic shipping of books and most giftware, shipping costs start at $5.80 for the first item and $1.25 for every other item. For complete details on our convenient shipping options, click here.


How much does it cost to ship something to the United States?

Focus on the Family Canada offers two shipping options to the United States depending on when you need a product delivered: Expedited Parcel and Xpress Post. Shipping costs vary depending on the kind of product you purchased and how quickly you need it. For the basic shipping of books and most giftware, shipping costs start at $13 for the first item and $2.60 for every other item. For complete details on our convenient shipping options, click here.



Order Processes:


How do I cancel or make a change to my order?

Once you have completed your order through our online bookstore, you are not able to cancel or make any changes; however, our service team will be happy to help you. Please call 1.800.661.9800 Monday to Friday, 7 a.m. to 4:30 p.m. PT (except Tuesdays, 9 a.m. to 4:30 p.m.) and we will be able to cancel or change your order. Please note: It’s important to call us the day that your order is placed, or as soon as our office opens the following day, so we are able to make the necessary changes before your order is processed and shipped.



Digital Downloads:


What kinds of products can I download digitally?

Many of our popular audio products, including our radio broadcasts and Adventures in Odyssey, are available as digital downloads that you can access through your Flux Player account on your devices.


What is Flux Player and why do I need it to access my digital media?

Flux Player is a media player you can install on a variety of devices for free. We require the use of Flux Player to ensure quality and ease of use of our digital download products. By using the Flux Player app we are also protecting the integrity of our products.


How long does it take to download a product?

It depends on the product and your Internet connection speed. A single 23-minute broadcast (around 40 MB) usually doesn't take much longer than a minute or two to download. However, your connection speed may vary depending on your Internet service provider and specific download times vary likewise.


Where can I download Flux Player?

Log into your account and check the "My Downloads" page in the "My Account" section on our store. Download links for various devices will be provided there.


Where can I find a list of all my digital download purchases?

To access your digital downloads, you will need to sign in to your Flux Player software on your device. If not all of your purchases appear there automatically click on the menu item Account > Update Content


What format are the digital downloads?

Your digital downloads (even eBooks) have a proprietary format that can only be played with Flux Player software. Please note that you will not be able to use them on eReaders (e.g.Kindle Paperwhite) unless the Flux Player software is available for your device (e.g. Kindle Fire).


Can I export my downloads from Flux Player?

It depends on the license of the product you purchased. All audio programs (e.g. Adventures in Odyssey and the Daily Broadcast) can be exported from Flux Player to an MP3 file. However, other digital products may only be played within the Flux Player software.


How do I create an account to use Flux Player?

Click on “Login” at the top navigation on the store. Then log in using the credentials you used to purchase the digital product.

Once you are logged in, click on “My Downloads.” Once here you will have to create a password for your Flux Player account (which is different from your online bookstore account). Enter your password and click or tap Submit.

Once you’ve created an account, you’ll see a list of platforms that are supported by Flux Player. Choose the one that you want to use, and download the media player.

Your account credentials will work on all devices Flux Player software is installed on. Sign in to Flux Player on your device and enjoy your download!


I'm getting an error: "The used link is either bad or too old". What do I do?

This happens because of a setting in your browser. You either need to enable third party cookies in your browser settings (follow these instructions), or create an exception for this domain: https://1010335.flickrocket.com



Product Search:


I was searching for a specific item on the online bookstore but I could not find it. What is your recommendation as the best way to search the site?

Click on the search tool found at the top right corner of every page. (It looks like a magnifying glass.) You have the option to enter the title, author, keyword or series title. Once your search is completed, all related items will appear. All of the items we offer are listed and available for purchase through our online bookstore.