RHB/SDG Titles: 45% off MSRP for organizational and reseller accounts. Note: MSRP differs from the website list price. See image below:
Other Publishers: Discounts, if any, are applied automatically at checkout.
For more details, contact orders@rhb.org

How do I make tax-exempt purchases for my church or nonprofit organization?

If you already have a tax-exempt account, order online at rhb.org (be sure to be signed into your tax-exempt account) or call (616) 977-0889 to place an order over the phone.

If you need to set up a tax-exempt account:

Create a customer account using a church, nonprofit, or business email address.
Email orders@rhb.org with:

The email linked to your RHB account.
Church/organization/business name and address.
Completed sales tax exemption certificate. Find the correct form for your state here.
State-issued tax ID number or FEIN (if not on the certificate)

We'll update your account and notify you when tax-exempt purchases are enabled.

By setting up a tax-exempt account, you agree that all purchases made on this account will be for the organization's use. No personal purchases should be made using a tax-exempt account.

How can I cancel my order?

Contact us ASAP. Cancellation is only possible before the order enters processing.
Customer service hours: Monday - Friday, 8:30 AM - 4:30 PM EST.
Cancellation requests after 3:00 PM on Friday may not be processed until Tuesday.

Can you add items to my order?

No, sadly, our current technology doesn’t allow us to add items to an order once placed. Please create a new order.

Can I change my shipping address?

Yes, contact us by phone (616-977-0889) before your order ships.

What form of payment do you accept online?

Visa, Mastercard, American Express, Discover, Diner Club International, JCB.

When is my order ready for in-store pickup?

You'll receive an email when your order status changes to “Awaiting Pickup.”
Orders not picked up within two weeks will be canceled and refunded.

What should I do if the order I received is defective or incorrect?

What is the status of my order?

View your order status on your customer page. If you don't have an account, status updates will be sent via email.

I got an email that said my order status changed. What does this mean?

There are a few different types of status updates:

Awaiting Pickup – Your order has been processed and you can pick it up at our retail store, located at 3070 29^th St SE, Grand Rapids, MI 49512. Our hours are Monday – Friday, 10 AM – 4 PM. Please pick up your order within two weeks of the order date.

Shipped – Your order has been processed, packaged, and a shipping label has been assigned to your package.

You will get another email with tracking information. This is sent directly from ShipStation. If you do not find this email in your inbox, please check your junk and spam folders.

Partially Refunded – We have refunded a portion of your order. This happens in a few scenarios:

Your order was returned to us and we have refunded the items, but not the shipping and handling fees.
We have refunded some of the total charge as a courtesy, a correction of an order error, or a tax adjustment.
One or more items were cancelled from your order before it was shipped. This may be due to insufficient inventory or a customer request.

Refunded – We have refunded your entire order, including shipping charges. This occurs when an order has been cancelled or we have refunded a lost or damaged order.

Can I combine orders to save on shipping costs?

No, we cannot combine separate orders to reduce shipping costs.

Will you apply sales or promotions to an order that I placed in the past?

No, sales and promotions cannot be applied retroactively.

Will you apply a sale or promotion to my order after it has expired?

No, orders must be placed while the offer is valid. Subscribe to our marketing emails or SMS notifications to stay updated.

How can I buy a gift certificate?

Purchase gift certificates here.

Shipping

What options do I have for shipping?

Domestic: USPS Media Mail or UPS Ground Saver (standard) or UPS Ground (expedited).
International: UPS International or GlobalPost International (Canadian orders via USPS).
Shipping options are shown during checkout.

What are your rates for domestic (USA) shipments?

Carrier	Order Value	Shipping Charge
Standard	$0-$74.99	$5
Standard	$75.00 +	Free
UPS Ground	$0-$50.00	$10
UPS Ground	$50.01-$100.00	$15
UPS Ground	$100.01-$250.00	$20
UPS Ground	$250.01 +	$25

How do I know when my order ships?

You'll receive an email with tracking information once your order has shipped.

How long will it take for my order to be fulfilled and shipped/ready for pickup?

Typically, 1-3 business days. During high volume periods, it may take up to 5 business days.

How long will it take for my order to be delivered after it is shipped?

Note: All delivery times are estimates, not guarantees.
- Continental USA:
- Alaska, Hawaii, and Puerto Rico:
  - Standard: est. 13-20 business days
  - UPS Ground: est. 5 business days
- International:
  - Varies. Largely dependent on import processes and local carriers of the ship-to country.

Can my order be shipped internationally?

Yes, except to Brazil, Cuba, and the Philippines.
A $5 handling fee will be added to all international orders.

What are your rates for international shipments?

To receive a shipping quote, please add items to cart on our website and proceed to checkout. International shipping is calculated based on the ship-to location and the weight of the shipment.

Will you waive or reduce the international shipping charges?

We are not able to waive or reduce international shipping charges because they are set by the carriers.

Does Reformation Heritage Books cover customs fees?

No, you are responsible for any additional import fees.

Will you hold my order or delay shipment?

No, orders are processed and shipped as they are received.

My package may be delivered while I am out of town. What should I do?

Options:

Contact the postal service to hold your mail.
Ask a neighbor to pick up the package.
Provide a forwarding address or change delivery instructions via the carrier’s website.

My package is missing. What should I do?

Correct shipping address.
No tracking updates for over 3 business days.
Notification within 14 days (domestic) or 30 days (international) of shipment date.

My tracking information says that my package is being returned to the sender. Will RHB reship my order?

Contact us. If the issue is due to an error on the part of RHB or the carrier, we’ll reship at no cost.
If the issue is due to a wrong or incomplete address, we’ll refund the items (not the shipping) once they’re returned. You may place a new order.

I received items that I did not order. What should I do?

Contact us. Provide your order number and details about the incorrect items. Do not attempt to contact another customer if you receive their order by mistake.

Returns

How do I return my order?

For damaged or defective orders, email us. For other returns, follow our return policy instructions.

Can I return made-to-order products, eBooks, or streaming content?

No, these items are non-refundable.

Will you refund or replace damaged or defective products?

Yes, we will replace or refund at no cost if you follow these guidelines:

Notify us within 30 days.
Email images of the damage/defect.
Include your order number.
Use the prepaid shipping label provided and return the item within 5 business days.

Digital Media

What file types are available for eBooks?

eBooks are available as EPUB files.

How can I access my eBook?

After purchase, you'll receive a confirmation email with a download link (see image below). Users must use an eReader app or browser extension to open the file. Web browsers and PDF readers cannot open these files.
Kindle users: After downloading your eBook, you'll need to send the file to Kindle. You can find instructions for this on the Amazon.com support page, "Send to Kindle." Select the instructions for your device from the menu on the right side of the page. If you have further questions about your Kindle app or device, please contact Amazon.com customer service.

How can I stream digital content?

Use the unique code and instructions found inside your DVD case for access to digital resources.Contact us if you encounter issues.

Additional Questions

How do I pay off my invoice?

Call our accounts office at (616) 977-0889 ext.130.

How can I be removed from the email or text list?

Unsubscribe from emails using the “Unsubscribe” link in the email footer, or text “STOP” to be removed from SMS notifications.

When is “x” title coming out? / Are you publishing “x” title?

How can I submit a proposal?

We are not receiving unsolicited submissions at this time.