FAQ
If the information below does not answer your question, please contact our customer service team for help. During business hours (8:00 a.m. to 4:30 p.m.), we're also available for live support. Chat with us now.
Ordering
How do I place an order?
Place orders online or by calling (1-877) 872-2871 (for individuals or churches) or (1-800) 323-3890 (for bookstores).
What is your return policy?
Our return policies can be found here.
What credit cards do you accept?
We accept Visa, MasterCard, and Discover. You can use your credit card when checking out over the phone or online via our secure server.
How do I bill my order to our church account?
If you are a church with an existing Crossway account, you can choose this option during checkout. The minimum charge order (before shipping and taxes) is $10.00. Churches that have not ordered from us before must prepay with either a credit card or a check.
How do I cancel my order?
To change or cancel an order that has not yet shipped, call (1-800) 543-1659 from 8:00 a.m. to 4:00 p.m. US CDT (GMT -0600). Be sure to mention that you ordered from the website and have your order number ready. Because we try to ship items as soon as possible after ordering, you should contact us as soon as you know you want to change or cancel your order.
What should I do if products disappear from my cart?
If products are disappearing from your cart, it may be a problem with your browser's cookies, a technology we use to keep track of your shopping cart. Please make sure you have your browser set to accept cookies.
Shipping
Do you ship products internationally?
If you are ordering from outside the United States, you are welcome to order from Crossway.org. Shipping to countries outside of North America can be expensive; we encourage you to look closely at our shipping rates. Crossway does not have rights to ship all of our products internationally. In the event we cannot fulfill your order, we will let you know and cancel your order. See our International Distributors page for more information.
What are your international shipping rates?
The shipping rate for international orders is calculated based on the weight of the item(s) in the order. You may choose either First Class Mail International or Priority Mail International for those countries where it is available. Orders are shipped via the US Postal Service or courier, and prices quoted are in US dollars. To learn more about our international shipping rates, call our customer service team at (1-800) 543-1659 from 8:00 a.m. to 4:30 p.m. US CDT (GMT -0600) or email service@crossway.org.
Account
How do I create a Crossway.org account?
Create a free account here.
How do I update my account information?
To update your account, you must first sign in. Then visit the Account page to update your information, including your email address, password, mailing address, and billing information.
I forgot my password. How can I retrieve it?
Your password can be reset here.
Is my online transaction secure? Is my credit card number safe?
Crossway abides by industry-wide best practices for web security. We treat customer credit card information with great care. All communication of credit card information is encrypted, and card information is stored using asymmetric encryption techniques—the keys to decrypt the card information are stored on Crossway's secure, firewalled servers, separate from the card information itself. Furthermore, we never store CVV codes—they are used to authorize the transaction, then discarded. These are best practices in the industry, and we follow them extremely carefully.
Ebooks
Will Crossway ebooks work on my e-reading device (Kindle, etc.)?
Yes, the corresponding format will work on virtually all e-reading devices currently available.
What file should I download for my device?
For all current e-reading devices and apps, download the ePUB version. We also offer a PDF version of each ebook*, however this should only be used as a last resort as e-readers typically do not support as many reading features for PDFs as for other formats. (Kindle devices that are no longer supported by Amazon may require the older mobi format)
* Bible ebooks are limited to ePub, or mobi formats, with the exception of ESV Digital Scripture Journals; The Greek New Testament, Produced at Tyndale House, Cambridge, Reader's Edition; and The Hebrew Old Testament, Reader's Edition, which are only available in PDF format.
How do I get the ebook onto my device?
For mobile/tablet devices, access your Virtual Bookshelf via your mobile browser, select the appropriate file format from the bookshelf to download the file to your device, and then open the file with your preferred e-reading app.
For Kindle eInk Devices, download the file from your Virtual Bookshelf onto your computer. Plug your device into your computer, a drive folder will appear on your desktop. Drag the ebook file into the "Documents" folder of your device. You can also add an ebook to your Kindle eInk device by emailing it to your Kindle email address (see instructions here).
Can I read Crossway ebooks on my computer?
Yes. There are many desktop e-reading apps that will allow you to read ebooks on your computer.
Will my ebook notes and highlights sync to the cloud (via Amazon, Apple, etc.)?
It depends. For Kindle users, if you email the file to your Kindle email address, the file will be saved to your Amazon account and will sync across devices and apps. Alternatively, you can use Amazon's free Send to Kindle tool. Note: syncing is not available with ebooks added to your Kindle device in any other way.
For iBooks users, as long as the ebook has been downloaded to all of your Apple devices, syncing should occur from within the app.
Audiobooks
How do I download and play Crossway.org audiobooks on my device(s)?
When you purchase an audiobook via Crossway.org, your order confirmation email will include a link to your Crossway.org Digital Library, where you can download your digital audio files.
Audiobooks purchased directly via Crossway.org are available in MP3 format. Separate MP3 files are created for each chapter and all bundled together in a single, zipped folder.
There are a number of free and paid apps for iOS and Android devices available for playing DRM-free audiobooks, including:
Can I import audiobooks purchased directly from Crossway.org into my Audible library?
No, it is not currently possible to import audiobooks purchased directly from Crossway.org into Audible.
Can I import audiobooks purchased directly from Crossway.org into my Apple Books library on my laptop or desktop computer?
Yes, it is possible to import audiobooks purchased directly from Crossway.org into Apple Books on laptop and desktop computers.
However, these imported audiobooks will not sync with Apple Books on any other device (including other laptop computers, desktop computers, iPhones, or iPads). Only audiobooks purchased directly via the Apple Books store automatically sync between devices.
Do Crossway audiobooks have DRM (digital rights management) protection?
No, audiobooks purchased directly via Crossway.org do not have DRM protection. Crossway audiobooks are for personal use only, but can be listened to on an unlimited number of devices.
I have another question about audiobooks not answered here. What should I do?
Please contact our customer service team and we will work to answer any remaining questions you have.
Video Studies
How am I allowed to use video study products in a group context?
You are free to host a group screening of video study content and you do not need to purchase a copy of the video study for every participant. However, these group screenings must be done in-person, and you are not allowed to duplicate, upload, or stream the video content in any way.
I have another question about video studies not answered here. What should I do?
Please contact our customer service team and we will work to answer any remaining questions you have.
Study Guides
How am I allowed to use study guide products in a group context?
Study guide products published by Crossway are intended to be used by a single person in conjunction with the related book. In a group context, each participant should purchase his or her own copy of a study guide. You are not allowed to make copies of any study guide for multiple people to use.
If you need to purchase multiple copies of a study guide for your group, consider registering for a free Crossway+ account for access to extra discounts on 10 or more copies and free shipping.
I have another question about study guides not answered here. What should I do?
Please contact our customer service team and we will work to answer any remaining questions you have.
Mobile Apps
I have a question about one of your mobile apps. What should I do?
Please visit our ESV.org FAQ for more answers to common questions. You can also contact our support team at service@crossway.org.
ESV.org
I have a question about ESV.org. What should I do?
Please visit our ESV.org FAQ for more answers to common questions. You can also contact our support team at service@crossway.org.