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SparkHouse Family

Sparkhouse | Help Center

Need help? Start here to find answers to common questions.

Signing in and accounts

Why should I sign in?

Signing in makes shopping quicker and easier by storing:

  • Order History
  • Digital Resources you have purchased

How do I sign in?

Go to the Sign In page (this link is also found in the upper right of each page, prior to signing in), complete the brief form, and you're all set.

How do I edit sign-in credentials, or update other personal information?

Go to the My Account page (this link is also found in the upper right of each page, after signing in).

Can I delete my sign-in information?

Sign-in information can't be deleted, but it can be deactivated. To prevent your sign-in information from being used to place an order, contact Sales and Service Monday through Friday, 8 a.m. to 4:30 p.m. (Central):

What if I forget my password?

Click on the Forget your password? link; (also found in the Sign In page) enter your email address for your account and instructions on how to reset your password will be sent to you. If you can’t access your email, contact Sales and Service Monday through Friday, 8 a.m. to 4:30 p.m. (Central):

Checkout

What are my payment options?

Orders can be purchased using Visa, MasterCard, Discover/NOVUS, or American Express.

How does Sparkhouse keep personal and financial info safe?

We use 128-bit Secure Sockets Layer (SSL) technology to encrypt all transactions and account information. View our privacy policy.

How do I know my order was received?

When you successfully place an order online, you'll see an order confirmation screen. You'll also get a confirmation email. You can sign in to access your order history (including pending orders) at any time.

If I don't live in the United States, can I order Sparkhouse resources?

Yes, for downloadable resources. We cannot ship physical product overseas at this time.

Order processing

How do I know my item is available?

The availability of each product is shown on its product page. Availability is updated in the store every 15 minutes during business hours, which are Monday through Friday, 8 a.m. to 4:30 p.m. (Central).

How long will it take for my order to arrive?

Shipping time depends on the selected shipping method, shipping distance, and availability of the purchased item(s).

  • In-stock items usually ship the next business day
  • Out-of-stock items ship as soon as they are available

You are not charged for additional shipping if your order contains items with varying availability, resulting in multiple shipments.

Can I track my order?

Yes! Go to My Orders in the My Account area (once signed in) to see all of your Sparkhouse Family orders. Any orders that haven’t yet been delivered will provide a status note and, if relevant, a link to track your order via FedEx.

How do I return or exchange items?

For items you wish to return, confirm the item meets the following criteria:

  • Was purchased within the last year
  • Is in saleable condition and is in print
  • Doesn't include dated information

Send items meeting these criteria, with proof of purchase by a secure, pre-paid, and traceable method to:

Sparkhouse Family
C/O PBD Worldwide
905 Carlow Dr Unit B
Bolingbrook, IL 60490

Where can I get help with my order?

Contact Sparkhouse Sales & Service Monday through Friday, 8 a.m. to 4:30 p.m. (Central):

Shipping and sales tax info

What are my shipping options?

Shipping options and approximate delivery times for in-stock items (including order processing time), are as follows:

Standard shipping is sent via FedEx SmartPost: 7-10 business days

Ground shipping is sent via FedEx Ground: 5-8 business days

Expedited shipping is sent via FedEx Two-Day: 4 business days

How much is shipping?

Shipping fees are based on the subtotal of all of the products in your order. Our current charges are:

Order Subtotal
Standard (SmartPost)
Ground
Expedited (2nd Day)

Order Subtotal

$0 - $25.00

Standard (SmartPost)

$2.99

Ground

$6.99

Expedited (2nd Day)

$11.99

Order Subtotal

$25.01 - $50.00

Standard (SmartPost)

$4.99

Ground

$9.99

Expedited (2nd Day)

$19.99

Order Subtotal

$50.01 - $75.00

Standard (SmartPost)

$8.99

Ground

$15.99

Expedited (2nd Day)

$29.99

Order Subtotal

$75.01 and up

Standard (SmartPost)

$12.99

Ground

$22.99

Expedited (2nd Day)

$34.99

How are shipping costs affected if a resource is out of stock or not yet available?

There will be no additional shipping charge. If your order contains a mix of in-stock and out-of-stock items:

  • In-stock resources will ship right away
  • Out-of-stock items will ship as soon as they are available, using the same shipping option you selected at the time of purchase

If your order only includes items that aren't in stock, you'll be charged for your selected shipping method at the time of purchase, and items will ship as soon as they are available.

What if my order is damaged when it arrives?

If your order arrives damaged, contact FedEx within five business days to report the damage. Save the packing slip and packaging materials for evidence.

Then, contact Sparkhouse Sales & Service Monday through Friday, 8 a.m. to 4:30 p.m/ (Central) and we will work with you to settle the claim:

Will I need to pay sales tax?

If you place an order from a state where Sparkhouse has a physical presence (a permanent facility, or a store at an event), you will need to pay sales taxes. Sparkhouse is a division of Augsburg Fortress.

Downloads

How do I download an item I've purchased?

After you complete your purchase, you'll receive an email with a link to download. You can also access your download(s) by signing in at any time and going to the My Downloads area of the Sparkhouse Family site.

What programs do I need to view or hear files I've downloaded?

Downloads come in three formats:

  • Print (PDF), which are viewable with the latest version ofAdobe Acrobat Reader
  • Audio (MP3) and video (MP4), which are playable byiTunes,Windows Media Player, and other major media software

Click the links above to download software for free.

What if I have technical problems during download?

If your internet connection fails, just refresh the page and start again.

If your software won't play an audio or video file, try to download the file again, and try re-installing the media player.

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