Online Account FAQ
Q: I have ordered from OakTree before, though not online. Where is my account information?
A: The online accounts are entirely separate from the ones in our office. You can start a new account and from now on it will track your online orders. At present there is no way to input your prior purchases.
Q: How do I add items to the cart?
A: Find the item you need under Packages or Modules, and click the little shopping cart icon to add it to the cart. If a module has no price and no cart icon, you must select one of the packages which include that module from the list at the bottom of the page.
Q: Where is the promised email with my password or receipt?
A: The plague of SPAM and viruses causes ISPs to take preventive measures. As a result, some ISPs temporarily block the emails from our server. We are notified if this occurs, and we will relay the message to you directly, but this may cause a delay of several hours.
Q: Can I trust your System?
A: Yes, we have a secure site. Please check our Online Privacy and Security, and Software Piracy Policies.
Q: Why are there so many questions and comments on the items in my cart?
A: We just want to be sure that you are getting the best deal, and are ordering the items you need. Remember, only items you have ordered online are available to this system for cross-checking.
Q: How do I order an upgrade?
A: All upgrades are described on the Upgrades pages. Upgrades are also listed on the product details page -- select the appropriate upgrade and add it to the cart.
Q: What discounts do you offer?
A: We offer some discounts to full-time students and teachers, people in full-time ministry, and those serving overseas in full-time ministries, as well as to members of CMUG. Log in to your Account and fill out the request for a discount, and we will notify you of any applicable discount, and apply it to your current order.
Q: I just need codes to unlock downloads or modules from CD-ROMs. Can I get them right away.
A: Possibly. If your order meets all the criteria for consistency, you may be offered the choice of immediately charging your credit card. Once the purchase is authorized, the website will send you an email receipt with your unlock codes. This should take no more than a few minutes.
Q: I could not or did not choose to charge my card automatically, so what happens now?
A: Now you wait for one of our sales staff to process the order and send you a PDF invoice and your unlock codes if any. This allows us to input your order into our files and check it against your prior orders or registrations. In this way we can make sure that you are getting what you need. Your order will be processed, and any CD-ROMs will be shipped, by the end of the next business day.
Q: I am entitled to free Bibles. How do I install them?
A: You must tell us which Bibles you want to unlock so that we can send you the code (and pay the royalty to the publisher). If you order the Bibles with the original item, they will be free. If you order later, you can indicate that you believe you are entitled to free Bibles. Or you can email or call us to get the codes. You will need the code to install the Bible from the Bible Unlock CD-ROM or from a download.
Q: Can my friends and family check my wishlist for gift ideas?
A: Only if you give them your account name and password. It's completely safe. The credit card information is not stored there. We have no way currently for other people to see just your wishlist.
Q: Why do you add shipping to my order?
A: Only a few modules and some upgrades are available as downloads. We will charge shipping for all orders that require a DVD or CD-ROM. We can email codes only for downloads and for unlocks of modules on disks that you already own.
Q: What are the shipping charges?
A: Within the US, we ship via Priority Mail for a flat rate of $10, and via FedEx Overnight for a flat rate of $25. Fed Ex Saturday delivery is extra.
To Canada and Mexico, we ship via Priority Mail International for a flat rate of $15 and via FedEx for a flat rate of $35.
To countries outside the US, we ship via Priority Mail International for a flat rate of $18, and via FedEx Global for a flat rate of $50.
Q: Why does my new address not update my account info?
A: We actually keep separate records for your account information and the billing address you last entered (as well as any alternate shipping address). Changing the billing address does not update the main contact info (in case you are billing another person's card, for example). To change the contact info please click the Account Info link.
