FAQ & Return Policy

Ordering

How can I place an order?

You can place an order online at rhb.org or call (616) 977-0889 to speak with customer service. Wholesale customers can email wholesale@rhb.org.

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

You may order through our website or over the phone using a tax-exempt account. To set up this account, please email the following information to jason.egli@rhb.org:

The email address linked to your rhb.org account. Please note that this account should not be used for personal purchases. We recommend that you create an account with an email through your church/nonprofit, such as an admin or secretary email account.
The name of your church.
The church address.
Your tax-exemption form.

Once we receive this information, we will edit your account accordingly. You will then be able to place tax-exempt orders moving forward. Jason will notify you as soon as your account has been updated.

How can I cancel my order?

While we do our best to accommodate cancellation requests, cancellation is not guaranteed.

Due to our swift order processing, there is a brief window for order cancellation. We strongly advise you to contact us at your earliest convenience. Once you receive an email indicating that your order is “Awaiting Shipment,” it is no longer possible to cancel it.

If you have not received an order update email stating that your order is 'Awaiting Shipment,' you can call our customer service line during our regular business hours to request cancellation. We will cancel the order if it has not entered our processing line yet. Once it is in our processing line, cancellation is no longer possible.

Our customer service hours are Monday - Friday, 8:30 AM - 4:30 PM EST. Due to the high volume of communication we receive over the weekend, cancellation requests placed after 3:00 PM on Friday may not be processed before 9:00 AM on Tuesday.

If you have decided against your purchase and are not able to cancel your order, please refer to our return policy and instructions at the bottom of this page.

Can I remove or add items to my order?

Orders cannot be edited once they are placed. If you wish to receive additional items, please place a new order. If you need to return an unwanted title, please refer to our return policy at the bottom of this page.

Can I change my shipping address?

The shipping address on your order can be changed prior to shipment by contacting us over the phone.

What form of payment do you accept online?

We accept Visa, Mastercard, American Express, Discover, Diner Club International, and JCB.

When is my order ready for pickup in store?

When your order is ready for pickup, you will receive an email saying your order status has changed to “Awaiting Pickup.” Orders that are not picked up within two weeks of the order date will be canceled and refunded. An email will be sent to notify you at that time.

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

At Reformation Heritage Books, we are committed to excellence and customer satisfaction for the glory of God. If we have made a mistake with your order, we would encourage you to reach out so we can attempt to resolve the issue.

What is the status of my order?

You can view your order status under the customer page. If you do not have a rhb.org account, status updates will be sent via email.

Can I combine orders to save on shipping costs?

No. We are unable to combine orders placed separately to reduce shipping costs.

Shipping

How do I know when my order has shipped?

An email will be sent, along with tracking information, as soon as your order has been shipped. Please allow 1-3 days for your order to be processed and shipped.

During periods of high order volume, such as the Thanksgiving and Christmas holidays and during our annual inventory, orders may be delayed by an additional 3-5 business days.

Can my order be shipped internationally?

We offer international shipping to countries outside of North America, excluding Brazil, Cuba, and the Philippines. International shipping can be expensive, so we encourage you to review shipping quotes (calculated at checkout).

Does Reformation Heritage Books cover customs fees?

No. By placing an international order, you are acknowledging the risk of additional import fees and your responsibility to cover them.

What options do I have for shipping?

For domestic orders, we can ship your order via USPS Media Mail or UPS Ground. Our international orders are shipped via UPS International or GlobalPost International. Canadian orders are shipped via USPS to prevent customs fees. You can also see these options in the checkout process.

Returns

How do I return my order?

If you receive a damaged or defective order, please contact customer service so we can assist you. If you have decided against your purchase, please refer to our return policies at the bottom of this page.

Can I return made-to-order apparel/gift products?

No. Made-to-order gift products and apparel are non-refundable.

Can I request a replacement title?

Yes. We will replace damaged or defective products at no cost to you. To initiate a replacement request, please email images of the damaged or defective product(s) to orders@rhb.org.

Digital Media

What file types are available for eBooks?

eBooks are available as EPUB files.

How can I access my eBook?

Once your order is processed, we send you the eBook files via email. The email will allow you to download the eBook in your preferred file type. We encourage you to reach out if you are experiencing technical difficulties of any kind.

How can I stream digital content?

For the Revival and Puritan documentaries, you will receive a unique code and instructions on how to access your digital resources with your DVD. If you are having trouble accessing this resource, we encourage you to review the instructions provided and reach out for additional support.

Additional Questions

How do I pay off my invoice?

At your earliest convenience, please dial (616) 977-0889 ext.130 to pay off an outstanding invoice.

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

Please reach out to customer service to be removed from our SMS list. To unsubscribe from our emails, please select “unsubscribe” at the bottom of your most recent email from Reformation Heritage Books.

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

How can I submit a proposal?

We welcome manuscript submissions and encourage you to fill out the form at the bottom of our "About Us" page.

Return Policy

Products ordered through Reformation Heritage Books may be returned for full credit (excluding shipping) within 60 days of the initial purchase.

To proceed with a return, please follow the steps below:

1. Package book(s) securely to prevent any damage during transit.
2. Include your order confirmation number for reference.
3. Purchase a shipping label addressed to:

Reformation Heritage Books

Attn: Returns Department

3070 29th Street SE

Grand Rapids, MI 49512

Please Note:

Printful merchandise (mugs, apparel, tumblers), eBooks, and digitally downloaded products are non-refundable.

A full refund will be issued for returns which come back in new condition. Items returned with damage will be partially refunded in the form of a credit card refund or store credit.

If you are returning a title which was damaged on arrival, please contact customer service before initiating a return.

Contact customer service at orders@rhb.org or (616) 977-0889