Frequently Asked Questions
Have a question? Look below for the answer. If you don't see it, contact us and we'll do our best to help!
Order Processing
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How long will it take to process my order?
When you place an order, we make every effort to process, ship and pack your order as quickly as possible. Orders are typically processed and shipped within 2-3 business days of receipt. During busy seasons (Easter, Mother's Day, Christmas, Education Sale, & Free Shipping periods) it may take a few additional days to process.
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Why when trying to process an order it says “Failed to Place Order”?
When receiving “Failed to Place Order” please do not continue to attempt to place the order. Please make sure that the billing address provided matches exactly that of your card being used (name exactly as on the card, address exactly as on billing/bank statement, etc.).
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Can I cancel or change my order?
Please contact our Customer Service Department by email (customer.service@mardel.com) providing the order number and requesting cancelation. Once the process has been completed, you will receive a confirmation email that the order has been cancelled and the hold on the funds reversed. Unfortunately, at NO point can we ADD/DELETE items after the order has been placed. We can CHANGE OR UPDATE the address information, if provided by email. We are unable to make any changes or cancel orders once they have been processed and preparing to ship. To return an item or a complete order, please reference our return policy.
If you have any questions or concerns about your order, please email or call Customer Service at 1-888-2MARDEL. Please have your order # ready when you call.
Shipping
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At this time of year ALL carriers are experiencing an influx of shipments to fulfill. This means tracking information could be delayed, as well as package deliveries. Once you receive confirmation from us that your order was processed and are given a tracking number we will have no control over it and cannot be responsible for late or delayed arrivals. This is in effect for all orders shipped including Priority, Next Day and Second Day deliveries. All inquiries on order status once it leaves our facilities should be directed towards the carrier of the order. Thank you for your understanding in these trying times.
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Shipping to Continental U.S. Locations & APO/FPO Locations
We offer both standard and expedited shipping for most Continental U.S. orders. Your order will be shipped by either: DHL, USPS, FedEx Ground, or FedEx Smart Post.
Expedited shipping options include UPS 2nd-Day Air or Next-Day Air. (Please see Expedite Shipping for instructions)
• Shipments to APO/FPO addresses cannot be expedited.
• For UPS 2nd-Day Air & UPS Next Day Air please see the “Expedited shipping”
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Shipping Internationally
We do not accept international orders.
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Guideline to Shipping Times
Shipping Method Shipping Standard 2-14 Business Days UPS 2nd-Day Air Please Email Customer Service UPS Next Day Air Please Email Customer Service -
Standard Shipping Charges
Order Subtotal Shipping Up to $15.00 $8.45 $15.01-$25.00 $9.45 $25.01-$35.00 $10.45 $35.01-$50.00 $11.45 $50.01-$65.00 $12.45 $65.01-$80.00 $13.45 $80.01-$100.00 $15.45 $100.01-$125.00 $16.45 $125.01-$150.00 $18.45 $150.01-$200.00 $20.45 $200.01-$250.00 $23.45 $250.01-$300.00 $26.45 $300.01-$400.00 $30.45 $400.01-$499.00 $40.45 $500.00+ Please Email Customer Service -
• Free shipping during a promotion. You must complete the process of checkout before the shipping cost is removed. free shipping promotions are only applicable within the continental U.S. the system requires the shipping address to be inputted and saved before showing the discount.
• Gift cards are shipped independently via USPS 1st Class Mail from Oklahoma City usually within 1-2 business
• Gift cards do not count towards free shipping.
• Shipping rates are based on the sub-total of your order.
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Shipping Charges to Alaska, Hawaii, Guam & Puerto Rico
Order Subtotal Shipping Up to $15.00 $30.45 $15.01-$25.00 $35.45 $25.01-$35.00 $37.45 $35.01-$50.00 $40.45 $50.01-$65.00 $43.45 $65.01-$80.00 $47.45 $80.01-$100.00 $52.45 $100.01-$125.00 $58.45 $125.01-$150.00 $65.45 $150.01-$200.00 $75.45 $200.01-$250.00 $85.45 $250.01-$300.00 $95.45 $300.01-$400.00 $150.45 $400.01-$499.00 $200.45 $500.01+ Please Email Customer Service -
Will I be able to track my order?
Yes, we will send an email with a tracking number as soon as your order ships.
You can track your order on our website here.
If two business days have elapsed since you placed your order and you have not received a shipping confirmation email, please check your junk mail or spam folders. If you are still unable to locate a shipping confirmation email, please contact Customer Service. Be sure to include your order number with your email.
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Can I order an item online and pick it up at my local Mardel store?
No, we do not ship web orders to Mardel stores. If your local Mardel store does not have the item in stock you are looking for, a store associate will be happy to assist you and order the product for you.
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Can I have my order shipped to a prison or county jail?
Mardel ships to prisons, county jails and other correctional facilities. (Please see Shipping to Correctional Facility)
Returns
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What is your return policy for online orders?
If you are unsatisfied with your purchase, you may return your order within 90 days of the purchase. All merchandise must be in the same, saleable condition as it was when you received it. Accompaniment music must be returned with the receipt within 24 hours of when you receive your order. Opened software must be returned in saleable condition, within 30 days of the purchase date. Seasonal merchandise purchased before the season must be returned in saleable condition up to 30 days after the season.
NOTE: Opened music, DVDs, Digital Product, Imprinted Items, and games are non-refundable. Shipping charges are non-refundable.
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Can I return an online order to a Mardel Store?
Yes, you can return your online order to any Mardel store for “Exchange” or “Store Credit Only” with a copy of your receipt. Please contact our Customer Service Department by phone (1-888-262-7335) or email (customer.service@mardel.com) and we will happily assist you with your return.
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What if my item arrived damaged/defective or received the incorrect item.
Please contact our Customer Service Department by sending an email to customer.service@mardel.com provide photo of the item for our records, so that we can resolve the issue.
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Returns to Mardel.com
To help us process your return/exchange in a timely manner please follow these four steps within 90 days of purchase:
1. Pack the item securely and include the original product packaging. All merchandising must be in the same, saleable condition as when you received it. If you cover all existing shipping labels, you can reuse the box your order came in.
2. Include proof of purchase (invoice), plus your name, address, email, phone number and order number (if applicable), and a brief description of why you’re returning the item
3. Attach the return shipping label from the bottom half of your invoice, or address your package to:
Mardel eCommerce Returns
7727 SW 44th St
Oklahoma City, OK 73179Please note: The return label is not prepaid. You are responsible for return shipping costs.
4. Send your package using a carrier that can provide tracking and insurance. Mardel is not responsible for items lost or damaged in transit.
If we have questions about your return, we will contact you by phone or email.
Please allow up to two weeks for your return to be processed and credit issued.
You will receive a refund for the purchase price and applicable sales tax. Credit will be issued to the credit card used at the time of purchase. If purchased with a gift card, credit will be issued in the form of a gift card.
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Shipping and handling charges will not be credited unless the reason for the return is our error.
All exchange orders are processed separately as a new order.
Guest Service
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How can I contact Guest Service?
You can contact us in any of the following methods:
Email
Contact UsCall Us
1-888-2MARDEL
Monday - Friday 8:30am – 5:00pm CSTWrite Us
Mardel, Inc.
Guest Service
7727 SW 44th St.
Oklahoma City, OK 73179 -
What are your hours of operation?
Mardel Store Hours:
Monday – Saturday
9:00am – 8:00pm
Closed SundaysMardel Guest Service Hours:
Monday – Friday
8:30am – 5:00pm CSTOur offices are closed on Saturday and Sunday. We also observe New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day. If you contact us outside of normal operating hours a Guest Service expert will contact you the following business day.
At this time of year ALL carriers are experiencing an influx of shipments to fulfill. This means tracking information could be delayed, as well as package deliveries. Once you receive confirmation from us that your order was processed and are given a tracking number we will have no control over it and cannot be responsible for late or delayed arrivals. This is in effect for all orders shipped including Priority, Next Day and Second Day deliveries. All inquiries on order status once it leaves our facilities should be directed towards the carrier of the order. Thank you for your understanding in these trying times.
Shopping
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Is everything available in your stores also available at Mardel.com?
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. However, product selection online may vary from the selection in stores. If you are unable to find a specific item, please contact Guest Service. Our team of experts will try to help you locate an item, but we cannot guarantee every item may be available.
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Do you allow back orders?
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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Do you charge sales tax?
Yes, applicable tax will be applied to orders received from states in which a Mardel store is physically located, including to Arkansas, Colorado, Kansas, Louisiana, Missouri, Nebraska, Oklahoma, South Carolina, Texas or Virginia.
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What type of discounts do you offer?
Bulk Discounts
We do not offer bulk discounts. All of our books are discounted 20% and our best selling books are always discounted 40% - 50%. If you are purchasing an item that is not on sale – you can always use your 30% off coupon. 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.Email List
We also offer discounts for our email subscribers. By joining our email list you will receive exclusive discounts and coupons that you may use in-store and at Mardel.com. -
Can I purchase or redeem Mardel gift cards at Mardel.com?
Yes, you can purchase and redeem Mardel gift cards online. Click here to be directed to the Mardel gift card page. To find out the current balance of a gift card please call 1-888-815-0005.
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Where is a Mardel store nearest me?
To find a Mardel store near you please visit our store locations pagehere.
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What browser should I use to shop online?
If you are experiencing difficulties while shopping with us, you may be using an older browser. You may download the current version of any of the following recommended browsers here:
Chrome (For Macintosh, Windows and Linux) http://www.google.com/chrome
Firefox (For Macintosh, Windows and Linux) http://www.mozilla.com/firefox/
Microsoft Edge (For Windows) https://www.microsoft.com/en-us/edge
Safari (For Macintosh and Windows) http://www.apple.com/safari/download/
Account information
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Can I open an A/R charge account?
We do 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 or call 1-888-262-7335 to speak to Accounts Receivable. Please click here for more information.
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How do I check my Accounts Receivable card balance and history?
You can view this information on the Accounts Receivable Card page.
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Can I use my A/R charge account at Mardel.com?
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 or call 1-888-262-7335 to speak to Accounts Receivable.
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Is it possible to get tax exemption status on my Mardel.com account?
Yes. For tax exempt purchases you wish to make on Mardel.com please follow the steps outlined below.
1. Create a My Account for your organization.
2. Email Customer.Service@Mardel.com
a. Please attach your Tax Exempt documentation (signed long form, found here https://www.mardel.com/taxexemptlongforms)
b. Explain which email address was used to create the account. (must be email from organization)
i. This is how we identify your account.)
c. Include your Order Number
i. This applies only if you have already placed your order.
3. Look for a confirmation email that your My Account has been changed to a Tax Exempt My Account.
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Can I use a Purchase Order (PO)?
If you already have an established PO Account, we can process your PO. Please click here for more information.