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Frequently Asked Questions





Customer Service: FAQ's

Delivery

What is the status of my order?
How do I cancel my order?
Can I order an item online and pick it up at my local Mardel store?
Do you ship to PO Boxes or APO/FPO military addresses?
When will my credit card be charged for my order?
How long will it take to receive my order?
When will my order be shipped?

Customer Service

How can I contact Mardel?
What are your hours of operation?
There’s a problem with my order. What should I do?
How do I return an item I ordered?
What is the status of my order?
How do I cancel my order?
Can I order an item online and pick it up at my local Mardel store?
Is it possible to get tax exemption status on my Mardel.com account?

Shopping

Is everything available in your stores also available at Mardel.com?
What forms of payment do you accept?
Do you allow back orders?
Do you charge sales tax?
Can I get a better deal if I buy in bulk?
Do you offer additional discounts to churches or businesses?
Can I purchase or redeem Mardel gift cards at Mardel.com?
Can I use my A/R charge account at Mardel.com?
Can I open an A/R charge account with Mardel?
Can I use a PO at Mardel.com?
My church would like to open an account with Mardel. What do I do?

Security

Is it safe to use my credit card/debit card on your site?
What are cookies? Do I need to enable cookies on my browser to shop on Mardel.com?
Why should I join your email list?

General Questions

Who is Mardel?
Is everything available in your stores also available at Mardel.com?
How do I apply for a job with Mardel?
Where is Mardel located?
How do I get Mardel to carry a product?

eBooks

What is an eBook?
What is the Mardel Reader?
Step-by-step Mardel Reader Activation
What does DRM-Protected mean?
What is Adobe Digital Editions?
What is an Adobe ID?
Can I run Adobe Digital Editions on Mac and Windows?
I'm having trouble installing Adobe Digital Editions on Mac Lion.
Do I need additional software to run Adobe Digital Editions?
What is 'activation'?
How do I activate Adobe Digital Editions using an Adobe ID?
What devices are supported by Adobe Digital Editions?
How do I purchase an eBook?
How do I download my eBooks?
Are eBooks returnable?
What is an ePub?
ePub Format Compatibility
Where are downloaded eBook files stored on my computer?
Why do I have to activate the Adobe Digital Editions software?
How many computers and devices can I activate with the Mardel Reader?
PDF Format Compatibility
What systems are compatible with Adobe Digital Editions?

Delivery

Q: What is the status of my order?
A: To determine the status of your order, log into the site by clicking on the “My Account” link at the top of this page. Once you have logged in, you may view your order status by clicking on the “Order History” link that appears on the left side of the page.

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Q: How do I cancel my order?
A: We make every effort to process your order as quickly as possible. Most orders ship on the same business day or next business day as the order was placed. Therefore, it is difficult to cancel an order once it has been placed.  However, should you notice any discrepancies, please call us immediately at 1-888-2MARDEL.  Please have your order # ready when you call.  We will make every effort to accommodate your request, but can not guarantee every request can be fulfilled.

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Q: Can I order an item online and pick it up at my local Mardel store?
A: Yes. Please understand that it may take up to 9 days for your order to arrive at your local store.

To have your order shipped to your local store, simply select that option as you check out.  You will pay for your order when you pick it up at the Mardel store.

If you need to change or cancel your order, email us as soon as possible. Be sure you include your order number in your email. We will notify you if we can fulfill your request. If we are unable to change or cancel your order, you may return any unwanted items and we will be happy to issue you a refund.

Your local store will call you when your order has arrived and is available for pick up.

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Q: Do you ship to PO Boxes or APO/FPO military addresses?
A: Yes, we do ship to both PO boxes and APO/FPO military addresses. Please allow additional time for orders shipped to these addresses.

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Q: When will my credit card be charged for my order?
A: Your credit card will be charged when your order ships. Orders placed after 12:00pm CST will ship on the next business day (Monday through Friday). We do not ship orders on weekends or holidays.

We will send an email with a tracking number as soon as the order ships. If two business days have elapsed and you have not received a shipping confirmation email, please check your email junk mail or spam folder. If you are still unable to locate a shipping confirmation email, please email us. Please include your order number with your email.

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Q: How long will it take to receive my order?
A: Once your order has been shipped we will email you a shipping confirmation email, which includes a tracking number. If more than 2 business days have elapsed since you placed your order and you have not received a shipping confirmation email, please check your spam or junk mail folder in your email box. If you are still unable to locate a shipping confirmation email, please email us. Please include your order number with your email.
  • If your tracking number contains ONLY numbers, then we shipped it via USPS and you can track your order at www.usps.com.
  • If your tracking number contains letters AND numbers, then we shipped it via UPS and you can track your order at www.ups.com.
Delivery  Expectations:

When you place an order, we make every effort to ship and pack your order as quickly as possible. Most orders ship on the same business day or next business day as the order was placed. If you do not choose UPS 2nd-Day Air or Next-Day Air, your order will be shipped by one of three shipping methods: Priority Mail, UPS Ground or UPS SurePost. Please note your shipping method on the chart below for your estimated delivery time. Stated delivery estimates begin once the item has actually shipped. (Normal delivery time is 2-6 business days.) We ship out of Oklahoma City, Monday - Friday, 8:30am - 5:00pm CST.

Delivery  Estimates:

Standard* or Free Shipping 2-14 Business Days
UPS 2nd-Day Air 2 Business Days
UPS Next Day Air 1 Business Day

 *Standard shipping is chosen by weight between 3 carriers: Priority, UPS Ground & SurePost.

Calculating Shipping Costs:

Mardel calculates the shipping cost as listed below for orders not being shipped via UPS 2nd-Day Air or Next-Day Air. (Please note that gift cards when purchased alone are free shipping and cannot be added to additional orders to receive free shipping.)

$0.00 - $19.99 ---------  $3.99
From $20 - $49.99 ----  $5.99
From $50 - $74.99 ----  $7.99
$75 and over ----------- FREE

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Q: When will my order be shipped?
A: Orders placed by 12:00 noon (CST) generally ship on the same day (Monday through Friday). Orders placed after 12:00 noon (CST) generally ship on the next business day. We do not ship orders on weekends or holidays. We will send an email with a tracking number as soon as the order ships. If two business days have elapsed and you have not received a shipping confirmation email, please check your email junk mail or spam folder. If you are still unable to locate a shipping confirmation email, please email us. Please include your order number with your email.

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Customer Service

Q: How can I contact Mardel?
A: Please visit our customer service page for contact information or call 1-888-2MARDEL.

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Q: What are your hours of operation?
A: Mardel Store Hours:
Monday – Saturday
10:00am – 9:00pm

Closed Sundays

Mardel Customer Service Hours:
Monday – Friday
8:30am – 5:00pm CST

Our offices are closed on Saturday and Sunday. We also observe New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day. If you contact us outside of normal operating hours a customer service expert will contact you the next business day.

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Q: There’s a problem with my order. What should I do?
A: If there is a problem with your order please email us or call us at 1-888-2MARDEL. One of our customer service experts will help you find the best solution to the problem.

Our offices are open Monday – Friday from 8:30am until 5:00pm CST. Our offices are closed on Saturday and Sunday. We also observe New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day. If you contact us outside of normal operating hours a customer service expert will contact you the next business day.

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Q: How do I return an item I ordered?
A: If you are unsatisfied with your order, please ensure that it is in the same condition as it was when you received it. You may return your order within 90 days to:

Mardel, Inc.
Attn: Web Returns
7727 SW 44th ST
Oklahoma City, OK 73179

You may return your order to a Mardel store if you live in an area where a Mardel store is located. Please bring a copy of your receipt with you to the Mardel store. You may print off a copy of your receipt by accessing the My Account section of our site.

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Q: What is the status of my order?
A: To determine the status of your order, log into the site by clicking on the “Login” link at the top of this page. Once you have logged in, you may view your order status by clicking on the “Order History” link that appears on the left side of the page.

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Q: How do I cancel my order?
A: We make every effort to process your order as quickly as possible. Therefore, it is difficult to cancel an order once it has been placed. If you need to cancel your order, please call our customer service department at 1-888-2MARDEL

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Q: Can I order an item online and pick it up at my local Mardel store?
A: Yes. Please understand that it may take up to 9 days for your order to arrive at your local store.

To have your order shipped to your local store, simply select that option as you check out.  You will pay for your order when you pick it up at the Mardel store.

If you need to change or cancel your order, email us as soon as possible. Be sure you include your order number in your email. We will notify you if we can fulfill your request. If we are unable to change or cancel your order, you may return any unwanted items and we will be happy to issue you a refund.

Your local store will call you when your order has arrived and is available for pick up.

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Q: Is it possible to get tax exemption status on my Mardel.com account?
A: Yes, it is possible.  All requests must be in writing and faxed or mailed to our eCommerce department. All requests are subject to approval.  Approval may take up to 2 weeks after documentation has been received.  Please fax or mail us a copy of your state issued tax exemption certification, contact name, business/organization name, phone number and email address. 

You may fax your information to: 1-405-745-1441.  You may mail your information to:

Mardel, Inc
ATTN: eCommerce Dept.
7727 SW 44th St.
Oklahoma City, OK 73179

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Shopping

Q: Is everything available in your stores also available at Mardel.com?
A: We offer our wide selection of books, Bibles, music, videos, education & homeschool supplies, church supplies, toys and games, apparel and gifts & collectibles on Mardel.com.  

If you are looking for a specific item that you can’t find on Mardel.com, please email us. Our team of experts will strive to track down what you’re looking for and send you a prompt reply.

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Q: What forms of payment do you accept?
A: We currently accept Visa, MasterCard, Discover Card, American Express, PayPal, and Mardel gift cards or any debit card that features the Visa or MasterCard logo. We do not accept cash, checks, money orders or any other form of payment at this time.

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Q: Do you allow back orders?
A: We do not offer backorders at Mardel.com. If we are out of stock on an item you can simply enter your email address on the item detail page for that item and we will notify you when it is back in stock. Once it is back in stock you will be able to purchase it like normal.

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Q: Do you charge sales tax?
A: Internet tax laws require us to collect tax in states in which a Mardel store is physically located. This is referred to as a “nexus”. Sales tax will be added to orders being sent to Arkansas, Colorado, Kansas, Louisiana, Missouri, Oklahoma or Texas.

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Q: Can I get a better deal if I buy in bulk?
A: In most cases we are able to offer additional discounts for items purchased in bulk. For items priced $1.00 or more, a 10% discount will automatically be applied in your cart when you buy a quantity of 10-19.  If you purchase 20 or more of the same item, a discount of 20% will be automatically applied in your cart. 

Items published by Lifeway are not eligable for bulk discounts.  Items that are already discounted are not eligible for bulk discounts.

If you are interested in purchasing items in larger quantities, call us at 1-888-2MARDEL or email us and a customer service expert will work with you to determine the best deal possible.

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Q: Do you offer additional discounts to churches or businesses?
A: Aside from case quantities and price breaks on certain items, Mardel does not generally offer further discounts to churches, ministries or businesses. Our buyers negotiate the best deals possible with our vendors and we pass on those savings to all customers, every day. We believe this allows all of our customers, both professional ministers and lay leaders alike, to benefit equally.

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Q: Can I purchase or redeem Mardel gift cards at Mardel.com?
A: We do have Mardel gift cards available to purchase on Mardel.com.  Click here to be directed to the Mardel gift card page.  You may redeem gift cards during check out. To find out the current balance of a gift card please call 1-888-815-0005.

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Q: Can I use my A/R charge account at Mardel.com?
A: At this time it is not possible to use your church or business A/R charge account at Mardel.com. These accounts can only be used for in-store purchases. For more information about establishing an A/R charge account with Mardel, please email accounts.receivable@mardel.com or call (405) 745-1300 and ask for Accounts Receivable.

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Q: Can I open an A/R charge account with Mardel?
A: Mardel does not offer charge accounts for individuals. If you are a school or church and would like more information about establishing an A/R charge account with Mardel, please email accounts.receivable@mardel.com or call (405) 745-1300 and ask for Accounts Receivable.

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Q: Can I use a PO at Mardel.com?
A: You may use a PO at Mardel.com if you already have a PO ACCOUNT ONLY. Otherwise, email accounts.receivable@mardel.com or call (405) 745-1300 and ask for Accounts Receivable to begin the process of opening a PO Account.

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Q: My church would like to open an account with Mardel. What do I do?
A: To open a Mardel A/R Account, email accounts.receivable@mardel.com or call (405) 745-1300 and ask for Accounts Receivable.

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Security

Q: Is it safe to use my credit card/debit card on your site?
A: Absolutely! We use SSL (Secure Sockets Layer) 128-bit encryption to protect your information as it goes through the Internet. The 128-bit SSL gives you the highest level of protection possible whenever you use credit cards or make other financial or confidential transactions over the Internet. This secure server software encrypts all of your personal information such as your name, address, phone number, and billing information.

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Q: What are cookies? Do I need to enable cookies on my browser to shop on Mardel.com?
A: A cookie is a piece of information sent to a browser (Internet Explorer, Firefox, Safari, etc) by a Web Server. The browser then returns that information to the Web server. This is how some Web pages "remember" your previous visits. For example, an e-commerce site might use a cookie to remember which items you've placed in your online shopping cart. Cookies can also store user preference information, log-in data, etc.

Cookies are required only if you want your browser to remember items that you have placed in your shopping cart but have not yet purchased. If you do not have cookies enabled, then any items you’ve placed in your cart but have not yet purchased will be “forgotten” once you’ve left our site.

Mardel.com cookies are not available to other companies and will not retrieve any personal information such as name, address, and credit card information from your computer.

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Q: Why should I join your email list?
A: By joining our email list you will receive exclusive coupons that we send only to those on our email list. You will also be notified of special events such as our latest sales, upcoming in-store events, and upcoming product releases. We will only send you emails that relate to the specific product groups that you have selected.

Your personal information and privacy are extremely important to us. Your e-mail address will be stored in our secure database. This database will never be sold, shared, rented, or made available in any way to third parties. The database is only available to Mardel personnel who maintain the database.

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General Questions

Q: Who is Mardel?
A: Mardel opened its first retail location on June 1, 1981, in Oklahoma City, OK. Currently there are 35 retail locations across seven states including: Arkansas, Colorado, Kansas, Lousiana, Missouri, Oklahoma, and Texas. Our headquarters are located in Oklahoma City, OK.

Mardel stores average 30,000 square feet of retail space and stock over 40,000 items. These items include: Bibles, books, music, gifts, children's products, office supplies, and educational materials.

We continue to strive for excellence in providing our customers with the best selection at the best price. Renewing Minds - Transforming Lives is not just our slogan; it's our vision for helping change lives with the products that we sell.

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Q: Is everything available in your stores also available at Mardel.com?
A: Not quite.  At this time we offer our wide selection of books, Bibles, music, videos, education & homeschool supplies, church supplies, toys and games on Mardel.com. However, we are working on expanding our online selection to include our apparel, gifts & collectibles.

If you are looking for a specific item that you can’t find on Mardel.com, please email us. Our team of experts will strive to track down what you’re looking for and send you a prompt reply.

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Q: How do I apply for a job with Mardel?
A: You may apply for employment with Mardel at any of our physical locations. To find your nearest location, please visit our store locations page. You may also view current openings at our careers page and apply at the location nearest you.

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Q: Where is Mardel located?
A: The Mardel corporate offices are located in Oklahoma City. We have retail locations in Arkansas, Colorado, Kansas, Louisiana, Missouri, Oklahoma and Texas. To find the location nearest please visit our store locations page.

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Q: How do I get Mardel to carry a product?
A: Due to the large amount of requests we receive, Mardel has strict guidelines for product submission.  You can learn more about our guidelines by clicking here.

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eBooks

Q: What is an eBook?
A: An eBook is a digital version of a print book that has been optimized for on-screen reading. eBooks are available for purchase and download at this site. In order to use the DRM-protected eBooks available at this site, we recommend that you use the FREE Mardel Reader.  You may also download Adobe Digital Editions to your PC or Mac.

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Q: What is the Mardel Reader?
A: The Mardel Reader is software customized to enable you to store your purchases on mardel.com and download them at anytime to read.

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Q: Step-by-step Mardel Reader Activation
A: When you first open the Mardel reader you will be presented with a prompt to "Authorize" the app:



 
Click on "Authorize" to enable the Mardel Reader to access and read eBooks on mardel.com.  Once you click on "Authorize" you will be presented with a screen to enter your Adobe ID and Password.  (If you do not have an Adobe ID, please go to Adobe to obtain an ID.)

 
 
 
You will then receive confirmation that you have authorized the Mardel Reader.  Once completed, you will not have to repeat this process.  Download your eBooks and enjoy reading on your mobile/handheld device!

 
 

 

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Q: What does DRM-Protected mean?
A:

Digital rights management (DRM) is a method of protecting copyrighted materials and preventing digital piracy. Publishers, as the copyright holders of publications, set the parameters for DRM implementation.

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Q: What is Adobe Digital Editions?
A: Adobe Digital Editions is a free eBook reader application used to read DRM-protected eBooks on your PC or Mac.

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Q: What is an Adobe ID?
A: An Adobe ID is free and only takes a minute to set up (click here to create an Adobe ID now). In order to read our eBooks you must download the Mardel Reader for your mobile device or Adobe Digital Editions software for your PC or Mac. In order to activate either of these, you must have an Adobe ID.

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Q: Can I run Adobe Digital Editions on Mac and Windows?
A: Adobe Digital Editions runs on many Windows® and Macintosh™ computers.

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Q: I'm having trouble installing Adobe Digital Editions on Mac Lion.
A: There is a known issue with using the automatic installer on the Adobe site.  Please follow the instructions on Adobe to install Adobe Digital Editions manually.

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Q: Do I need additional software to run Adobe Digital Editions?
A:

To use Adobe Digital Editions, Adobe Flash Player must be installed. The required version of Adobe Flash Player varies depending on operating system:

  • Windows Vista (or newer) requires Adobe Flash Player v9.0.28 (or newer).
  • Windows XP and Windows 2000 require Adobe Flash Player v7.0 (or newer).
  • Mac OS® X requires Adobe Flash Player 8 (or newer).

Additionally, JavaScript must be enabled in your browser to install Adobe Digital Editions

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Q: What is 'activation'?
A: Activation of Adobe Digital Editions allows you to read DRM-protected eBooks. The first time that you open Adobe Digital Editions, you must activate the program. Adobe Digital Editions can be activated anonymously, or by using an Adobe ID.

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Q: How do I activate Adobe Digital Editions using an Adobe ID?
A:

To activate Adobe Digital Editions using an Adobe ID:

  1. Open Adobe Digital Editions.
    The 'Setup Assistant' dialog box is displayed.
  2. Click 'Continue'.
    The 'Authorize Computer' screen is displayed.
  3. In the appropriate fields, enter the email address and password for your Adobe ID.
    If you do not already have an Adobe ID, click 'get an Adobe ID online' and follow the instructions to sign up for an Adobe ID.
  4. Click 'Activate'.
    Your computer is activated to your Adobe ID.
  5. Click 'Finish' to close the 'Setup Assistant' dialog box.

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Q: What devices are supported by Adobe Digital Editions?
A: Please see the list of supported devices here.

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Q: How do I purchase an eBook?
A: You can purchase an eBook just like you would any other product on our site! You have the option of using our Search functionality, or browsing our eBooks department to find your desired title. Once you have located your book, simply add it to your cart and continue shopping or proceed to checkout and complete your order. You may purchase as many eBooks on a single order as you like, and you can even mix eBooks with non-eBook purchases on an order.

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Q: How do I download my eBooks?
A: Once you have completed your purchase with us, we will display a link to download your eBook (or eBooks!) on your order confirmation page, in your order confirmation email, and in the My Account section of our website. Each time a download link is presented to you, you have the option of downloading for your PC or Mac, or downloading directly to your handheld device with Mardel Reader installed. If you have already installed Mardel Reader on your Apple iOS device, simply choose that link and your download will begin immediately. Otherwise, you may choose the PC / Mac download link to begin the download to your personal computer.

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Q: Are eBooks returnable?
A: Unfortunately, we cannot accept returns for eBooks.

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Q: What is an ePub?
A: ePub is the standard eBook format that makes it possible to optimize and customize text and images for both large displays like a desktop computer and small screens like a smartphone

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Q: ePub Format Compatibility
A:

This is the preferred format for eBooks.  Mardel Reader supports the ePub format for mobile and handheld devices and Adobe Digital Editions supports the ePub format for your PC or Mac. You can download and install Adobe Digital Editions software from www.Adobe.com. More information on this format can be found at www.Adobe.com.

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Q: Where are downloaded eBook files stored on my computer?
A:

Windows: If you have not changed your preferences in Adobe® Digital Editions, the .epub or .pdf files are located in your "My Documents \ My Digital Editions" folder.

Mac OS: If you have not changed your preferences in Adobe® Digital Editions, the .epub or .pdf files are located in your "Documents \ Digital Editions" folder.

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Q: Why do I have to activate the Adobe Digital Editions software?
A:

Authorizing your software prior to downloading your book will ensure that you retain accessibility to that book when using any copy of Adobe Digital Editions that has been activated with the same Adobe ID. This is a very important step if you do not want to run into a situation where you cannot access the book that you paid for.

To make sure this process goes smoothly, we recommend that you install the newest version of Adobe Digital Editions and authorize it with an Adobe ID before you purchase any Adobe eBooks. An Adobe ID is a free and a nonintrusive way of identifying users — you need only provide a name, country, and e-mail address. You can create your Adobe ID when prompted within Adobe Digital Editions as you authorize your computer, or go directly to the Adobe.com membership site.

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Q: How many computers and devices can I activate with the Mardel Reader?
A:

You can activate up to four computers and/or devices.

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Q: PDF Format Compatibility
A: This is a universal format from Adobe that was created before the ePub format.  PDF files default to a whole page on mobile devices.  PDF files require you to zoom in to read the text.

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Q: What systems are compatible with Adobe Digital Editions?
A: The following operating systems are compatible with Adobe Digital Editions software:
  • Windows 7
  • Windows Vista
  • Windows XP (Service Pack 2 or greater)
  • Mac OS X 10.4+

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©2014 Mardel Christian & Education Stores, Inc.
Call Toll Free: 1-888-2MARDEL
1-888-262-7335
Customer Service available Mon. – Fri. 8:30-5:00 CST
Mardel Store hours are Mon. – Sat. 10:00-9:00