FREQUENTLY ASKED QUESTIONS
New information is highlighted in yellow
Delivery Time
Q: You ask for six (6) weeks delivery time. What if I want it faster than that?
A: Contact the National Office for expedited shipping and fees.
We ship UPS Ground predominately but if we are able, we will accommodate your requests for an extra fee.
Q: Do you really need six (6) weeks for delivery? Why?
A: It is best to allow ample time for the order to be received, processed, shipped and delivered.
Shipping
Q: Why do you ship predominately UPS Ground?
A: This allows us to insure and track your package. Pricing is usually comparable to sending it USPS mail.
Q: I live outside of the continental United States. Is there an extra fee for delivery?
A: Most deliveries to Alaska, Hawaii, APO, PR, and US Territories will be made by USPS (mail or flat rate) and are neither insured nor trackable. CUSTOMERS OUTSIDE THE CONTINENTAL UNITED STATES should include an additional $6.00 for Priority Mail Flat Rate shipments.
Q: I see that you require a signature for certain shipments. Is there any way around that?
A: You may waive this at your discretion by notifying us in writing on or with the order form.
A: You may ask that the shipment be sent to a location where you can more easily sign for it. Note this request on your order form.
Order Status
Q: Have you received my order? check? dues? fax?
A: Has your check cleared the bank or your credit card been charged? If not, we probably have not received it.
A: If the check has cleared the bank or your credit card has been charged, call the National Office and we will look for your order and let you know its receipt and status.
Merchandise Concerns
Q: My cross is broken. Will you replace it? What do I do?
A: If your cross is under six (6) months old, please see “Instructions for Returning a Cross”
A: If your cross is over six (6) months old, you will need to Order a replacement cross
Q: My cross will not stay shiny. Can you help me?
A: Check the back of your cross. If it has a © on it, it is pewter and will not shine like the silver crosses.
A: If the back of your cross is stamped with a logo of three candles, it is a silver cross. Please see “How to Clean your Cross” Q: Can I exchange my cross?
A: We do not exchange crosses unless they are broken and under six (6) months old. See “Instructions for Returning a Cross”
A: If you wish to purchase another cross in a different size or material (silver vs. pewter), please complete a National Office order form and send it in with payment. Don’t forget to include Shipping/Handling.
Q: I received an item I didn’t order / I didn’t receive something I ordered. Help, please?
A: Contact Order Fulfillment at the National Office. After researching your order we will assist you in correcting it.
Personal Information
Q: Why do I need to update you with my correct phone number and e-mail? Can’t you take it off my order form?
A: If you have alternate delivery instructions for your order, please notify us in writing with or on your order form. We take your shipping information directly from our database so it must be current there. If your name or contact information has changed, please notify the National Office as soon as possible using a Transition Form (see Forms)
A: This information allows the shipper to notify you when your package has shipped for delivery, and again when it has been delivered. It also allows the shipper to notify you electronically should your package experience delivery problems.
Use of Cross Logo
Q: Can I use the cross logo for something I am creating for my chapter or parish? Where can I get that logo?
A: You may place an order for a sheet of logos which can be scanned or cut/paste.
A: The National Office has a cross-stitch pattern you may request.
Payments
During certain times of the year, we have an abundance of checks coming in for dues payment.
It may take a little longer to input all of the data involved. Remember, individual dues can now be paid on-line with Visa or Mastercard.
Q: Can you tell me if my dues are current?
A: If your money was sent directly to the National Office, please verify that and when your check cleared the bank and then call us to find out the status.
A: If you paid your dues to your chapter or parish, and they paid all of the dues with one check, verify if and when it has cleared the bank.
A: If a check has not cleared the bank, we probably have not received it.
Q: Why is it so important that we only send in one (1) check with each order or dues payments?
A: The bank charges the Order a “per check” fee. Any time that we can deposit one check (instead of multiple checks) for an entire order or entire chapter, we can save the Order money.
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