Frequently Asked Questions
1. How do I log in for the first time?
With the launch of our new website , you'll find it easier than ever to make online purchases. You'll have one single sign on whether you are buying for yourself or your church or even multiple churches. Select "Login" in the upper right corner of our store to create your new login.
2. Where do I go to place an order?
If you do not know exactly what you want, you can browse the Store by clicking on any of the product categories listed on the orange bar. These categories have been chosen to lead you to the appropriate products.
You may also enter the item number in the search field and be taken directly to the item you desire to order.
We do offer a quick order option for those customers with limited time. To enter your items numbers and quantities, please login first and then click on the cart icon in the top right corner.
3. How long will it take for me to receive my order?
Awana ships most orders within 48 hours excluding weekends and holidays (shipping time). Standard delivery time to destinations averages five days (delivery time). For quicker delivery, select 2-Day or 1-Day delivery. Note that total time to receive your order is processing time plus delivery time by the carrier.
4. What happens after I confirm my order?
Your order will not be processed until you confirm your order. When complete, an “ORDER CONFIRMATION” page appears. It will say that your order has been confirmed. We suggest that you make a note of this number at this time. You will also receive an email confirmation for the order. You can print a copy of the order confirmation by pressing the “Print Order” button. We suggest you print the order confirmation for your records. You can also view the details of the order here. You will not be able to cancel or alter the order once it has been submitted, though. That’s why it’s important to double-check the order as well as the ship-to address BEFORE you confirm the order.
If you do not receive an email confirmation within 24 hours, please call Customer Care at 866-292-6227.
5. What is the return policy?
See Information About Returns
6. Can I select only certain leaders to be able to order on our church’s account?
With the update of a single sign on login procedure, the option for authorized purchasers is now available for churches and organizations. Many leader roles (ex- Cubbies Leader, Game Director, Commander, Awana Secretary, etc.) will default to grant ordering access to those leaders claiming those roles. If you wish to create an authorized purchasing list, or make changes to a specific leader's login, please contact: Customer Care 1.866.292.6227 or firstname.lastname@example.org.
7. Can I just enter in my order?
Yes, after logging in, simply click the cart, found in the top right corner of any page, and begin entering your product ID number and quantity.
8. Can I order and have my church invoiced as before?
Every time you login, you will see a pop-up window prompting you to select which party you are purchasing for. You will need to select your church or organization to receive catalog pricing and to have the invoice option. Then, on the billing portion of the checkout page, you will have the option to select Invoice Church.
9. I have a complaint, who should I speak to?
We value the feedback and experience of our customers. To share a complaint or to offer feedback on our products, programs, or your online shopping experience please contact Customer Care: 1.866.292.6227, email@example.com, or visit the Customer Care Community website.
10. When I place an order, I also want a confirmation sent to others in my club, like the church treasurer. Where can I add these additional e-mail addresses?
We are working to add this feature to the store website. Currently, we suggest forwarding the confirmation email you receive to those you desire to have a copy.
12. Whom do I call if I have problems?
You may call Awana Customer Care at 866-292-6227 or visit our Customer Care Community. We will be pleased to assist you with any problems you may have with your order or the site.
13. What do I do if my coupon code will not apply to my order?
Please check the dates that the coupon code is valid. Our coupon codes are case sensitive; sometimes our capital "i's" look like the number 1 and vice versa. Any further questions, please call Customer Care at 1-866-292-6227.
14. Can I select the shipping carrier?
Yes! Our new shipping policy gives our customers the ability to choose the level of service you want for your order. The various carriers and pricing will be shown during the checkout process. Carriers and shipping choices include: 1st Class, Priority Mail, Ground Commercial, Ground Residential, 3 Day, 2nd Day, and Next Day.
15. Can I pay to bypass the processing time?
Yes! In addition to being able to select your shipping method, you can now select a Rush Fee for $19.95 to insure that your order leaves the same day you submit it. Shipping Method Must be: Next Day, 2nd Day, or 3 Day AND the order must be submitted to our system before 12:00 Noon Central Time. Currently this is not available on the web; please call Customer Care at 1-866-292-6227.
16. How will my back order be processed and shipped?
Each individual item that is on back order will automatically be processed once new stock is available. Back orders will ship 1st Class, Priority Mail, or Ground Services and will be invoiced once they leave our facility.
17. Why am I being charged Retail Pricing?
Catalog Pricing is available for churches and organizations that are registered and paying one of our registration fees. For information on becoming registered please visit: http://awana.org/registernow. If you are already part of a registered church and are still seeing Retail Pricing, please make sure that you have selected on the login prompt that you are ordering for your church. If you are logged in and have selected that you are ordering for your church, but you still see Retail Price, please contact Customer Care: 1.866.292.6227 or firstname.lastname@example.org.