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Frequently Asked Questions

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Web Ordering FAQs

How can I tell if I successfully submitted my web order?

After you click on the "Place My Order" button on the Order Review screen, you will see a confirmation screen with a "Print Invoice" button. Please print a copy of your order confirmation for your records.

Another way to verify that your order has been submitted is to check the inbox of the email account you provided during checkout. Upon submittal of your order, a confirmation email is sent to you that contains your web order confirmation number and a summary of your order items. Gmail Users: please check your SPAM box if you do not see your order confirmation email. Adding to your Contacts list will ensure our messages land in your Inbox in the future.

If there is ever a question about the completion of an order, you may email or call 866.339.4198 and we would be happy to check on your order status.

How do I complete the shipping and billing address fields for my international address?

Not all addresses will use all of the address fields. For example, an order to Australia will not have its State/Province listed as an option on the State/Province drop-down list. In this instance, leave that field empty (the first option of the drop-down is blank) and then enter your province into the Other State/Province field (see NSW below). Also, be sure that the country is selected from the Country drop-down list, or you will receive an error message if you try to proceed past the address screen.

International Address Error

If you still receive an error message on this screen, please call Customer Service at 800.794.9862 and we will be happy to assist you.

The returning customer login screen will not accept my password, what do I do?

There is an option on the Secure Checkout Sign-In page to have your password emailed to you. Simply enter the email address that you used to set up the account and we will send your password information immediately to that address.

I just placed a web order, but changed my mind. How do I cancel or change my order?

Please call our Customer Service Department at 800.794.9862 or email and we will cancel the current order for you. Then you may either place a new order by phone or online with the correct information.

How can I tell which check out field is causing an error?

The fields marked in red indicate which fields need to be modified. In the example on the address screen below, because the State/Province was omitted, the error carried over to the country and Other State/Province fields as well. Selecting the appropriate state from the drop-down list provided will insure that the information is complete and will allow you to pass onto the next check out stage.

Example of Address Error

I created a new customer account with an incorrect email address. How can I change this?

If you remember your password, you may log back into your account and update the email address used for your account (My Account at the top of the order screen or Sign In at the bottom). If you don't remember your password, the password reminder email will not be delivered, so you will need to create a new account. Since the only information stored in your online account is your name and address, this will not affect your customer status. If you remember the incorrect email address you used but not the password, please email and we can delete the erroneous account for you.