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Help & FAQs
To Contact Customer Service
By Email Please use our Contact Us form to email customer service. The customer service team is available Monday through Thursday from 8 a.m. to 5 p.m. and Friday from 8 a.m. to 3 p.m. Central Time. By Phone Our customer service team is available Monday through Thursday from 8 a.m. to 5 p.m. and Friday from 8 a.m. to 3 p.m. Central Time at 1-800-258-0929. By Mail F+W Publication Products 700 E. State Street Iola, WI 54990 |
Refunds and Exchanges
Shipping and Handling
Ordering and Customer Service
Sales Tax
MP3 audio files and M4V and WMV video files
Digital Downloads
Refunds and Exchanges
What is your return and/or exchange policy?
If for any reason you are not 100% satisfied with your purchase within 30 days of receipt, you may return any merchandise for a refund, credit or exchange (minus shipping and handling). Merchandise returned must be in its original condition and not damaged or altered in any way. CD or DVDs must be unopened and still in their plastic wrap. Please note that digital content purchased and/or downloaded from this store is not returnable. If you experience technical problems accessing a download or using the item you purchased, we are happy to help you troubleshoot the problem.
Returns should be directed to
F+W Media - Consumer Books
c/o Aero Fulfillment Services
6023 Union Centre Blvd.
Fairfield, OH 45014
What should I do if I have purchased a magazine from a bookstore or other retailer and am not satisfied?
Returns directly to the publisher can only be accepted if the product was purchased directly from the publisher. Any other return should be made directly with the retailer from whom you purchased the product.
Shipping and Handling
What options are available for shipping?
We offer a variety of shipping options, including media mail through the United States Postal Service and Ground Services & Expedited Service through FedEx or UPS. Standard and Expedited services are also available for International Orders.
How much is shipping and handling?
Over-sized and other special products may have shipping fees in addition to those listed below.
| US Postal Service | ||
| Product Type | Per Shipment | Per Item |
| Books, CDs, DVDs, Magazines | $3.00 | $0.99 |
| Digital Downloads, Webinars, Magazine Subscriptions | $0 | $0 |
| Delivery within 7 to 21 business days | ||
| Ground (United States) | ||
| Product Type | Per Shipment | Per Item |
| Books, CDs, DVDs, Magazines | $8.99 | $0.99 |
| Digital Downloads, Webinars, Magazine Subscriptions | $0 | $0 |
| Delivery within 7 to 10 business days; no P.O. boxes | ||
| 2 Day (United States) | ||
| Product Type | Per Shipment | Per Item |
| Books, CDs, DVDs, Magazines | $9.99 | $1.99 |
| Digital Downloads, Webinars, Magazine Subscriptions | $0 | $0 |
| Delivery within 2 to 4 business days; no P.O. boxes | ||
| Standard Overnight (United States) | ||
| Product Type | Per Shipment | Per Item |
| Books, CDs, DVDs, Magazines | $12.99 | $4.99 |
| Digital Downloads, Webinars, Magazine Subscriptions | $0 | $0 |
| Delivery within 1 to 3 business days; no P.O. boxes | ||
| International Air Printed Matter | ||
| Product Type | Per Shipment | Per Item |
| Books | $2.00 | $9.00 |
| CDs, DVDs, Magazines | $2.00 | $5.00 |
| Digital Downloads, Webinars, Magazine Subscriptions | $0 | $0 |
| Delivery within 7 to 21 business days | ||
| International First Class | ||
| Product Type | Per Shipment | Per Item |
| Books | $2.00 | $11.00 |
| CDs, DVDs, Magazines | $2.00 | $6.00 |
| Digital Downloads, Webinars, Magazine Subscriptions | $0 | $0 |
| Delivery within 4 to 8 business days | ||
Delivery Time
Unless a product specifically states an expected due date, all products are in stock and ready for shipping. Orders placed before 2:30pm central time, Monday through Friday and processed that same business day and are shipped out within 48 hours. Orders placed after 2:30pm central time are processed the next business day and ship out within 72 hours. When selecting a delivery method, please consider the processing time in addition to the delivery times.
Ordering and Customer Service
How can I check the status of my order?
Our customer service team is available Monday through Friday from 8am to 5pm central time at 1-800-258-0929 within the U.S. and at 715-445-2214 outside of the U.S.
What payment options do you accept?
We currently accept MasterCard, Visa, American Express and Discover/Novus.
May I mail my order with any other form of payment?
Yes. Simply print out your shopping cart just prior to the final step of order completion, so that your full order, along with your name, address and phone number are visible and mail it to us with your check or money order. Please send the order to:
F+W Publication Products
700 E. State Street
Iola, WI 54990
Sales Tax
Will sales tax be applied to my order?
Companies selling over the Internet are subject to the same sales tax collection requirements as any other retailers. Click here to read our Sales Tax Summary.
MP3 audio files and M4V and WMV video files
What is an MP3 file? What are M4V and WMV files?
An MP3 file is an audio-only file. Common programs that play MP3 files include:
- iTunes
- Windows Media Player
- Winamp
- RealPlayer
- iTunes
- Quicktime
- RealPlayer
- Windows Media Player
- iTunes
- RealPlayer
No, but we highly recommend you first create an account as it will more easily allow you to access any downloadable products you purchase. When you are logged into your account you can click the Downloads link to access a library of past downloadable products you have purchased.
I purchased an audio or video file. How do I download the file?
Instructions for accessing your file can be found in the confirmation page displayed after you make a purchase and at the bottom of your confirmation email.
If you have an account click the 'My Account' button and log in. Once logged in, click the Downloads link to access your file. To save the file to your computer, click the Download button next to correct file and choose to save the file to your computer.
If you do not have an account, go to /electronic_delivery_login and enter the following information: your Order ID, the email address you used during your purchase and the billing zip code you used during your purchase. You can find your Order ID on the confirmation page displayed after you make a purchase and in the confirmation email sent to you after your purchase. If you are unable to locate your Order ID, contact customer service for assistance.
I have an account, but the file I purchased is not available in my account. How can I access my file?
If you purchase a file but were not logged into your account at the time you will not find your file on your account downloads page. To access the file go to /electronic_delivery_login and enter the following information: your Order ID, the email address you used during your purchase and the billing zip code you used during your purchase. You can find your Order ID on the confirmation page displayed after you make a purchase and in the confirmation email sent to you after your purchase. If you are unable to locate your Order ID, contact customer service for assistance.
Digital Downloads
What format is a Digital Download?
Unless otherwise noted Digital Downloads are PDF files. To open a PDF file you will need the free Adobe Reader software.
Do I need an account to purchase a Digital Download?
No, but we highly recommend you first create an account as it will more easily allow you to access any downloadable products you purchase. When you are logged into your account you can click the Downloads link to access a library of past downloadable products you have purchased.
I purchased Digital Download. How do I download the file?
Instructions for accessing your Digital Download can be found in the confirmation page displayed after you make a purchase and at the bottom of your confirmation email.
If you have an account click the 'My Account' button and log in. Once logged in, click the Downloads link to access your Digital Download. To save the Digital Download to your computer, click the Download button next to correct file and choose to save the file to your computer.
If you do not have an account, go to /electronic_delivery_login and enter the following information: your Order ID, the email address you used during your purchase and the billing zip code you used during your purchase. You can find your Order ID on the confirmation page displayed after you make a purchase and in the confirmation email sent to you after your purchase. If you are unable to locate your Order ID, contact customer service for assistance.
I have an account, but the Digital Download I purchased is not available in my account. How can I access my Digital Download?
If you purchase a Digital Download but were not logged into your account at the time you will not find your Digital Download on your account downloads page. To access the Digital Download go to /electronic_delivery_login and enter the following information: your Order ID, the email address you used during your purchase and the billing zip code you used during your purchase. You can find your Order ID on the confirmation page displayed after you make a purchase and in the confirmation email sent to you after your purchase. If you are unable to locate your Order ID, contact customer service for assistance.
I have a dial-up internet connection. Will I have trouble downloading a Digital Download?
Most Digital Download files are large and they will be slow to download if you have a dial-up internet connection.
Can I save a copy of the Digital Download on my computer?
Yes. To save a copy, right click the Download link and choose "Save Target As" or "Save Link As". This will save the PDF to your computer. Once the download is complete open the file using Adobe Reader.
The graphics won't appear in the PDF, the text looks garbled, and pages are missing.
Make sure you are using the latest version of Adobe Reader. If you are using a program other than Adobe Reader to view PDF files (such as Apple Preview) the files may appear incorrectly. To open a file in Adobe Reader, first open the Adobe Reader program. Then click File -> Open. Locate the file on your computer and then click 'Open'.
Why am I having trouble printing the Digital Download?
There are security settings on the Digital Download that prevent anyone from extracting text or pages. For a few customers this may prevent you from printing the Digital Download. If you are experiencing this problem, contact customer service for assistance.
Can I search for text within the Digital Download?
To search within the Digital Download use the Find feature within Adobe Reader. Click Edit -> Find and type in the word or phrase you are searching for.
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