Pioneer Clubs - Customer Service

Items | Checkout

Welcome to Pioneer Clubs Online Store
Thank you for partnering with us to help children and youth learn to make Christ Lord in every aspect of life. We've designed our online store to better serve your Pioneer Clubs ministry. You can access product information and order all of our ministry resources 24 hours a day, 7 days a week.

Click on a topic below or scroll down the page for more helpful information.

Buyer Information
Orders from Outside the U.S. and Canada
Shipping and Handling
Payment Due
Billing
Returns
Customer Service by Phone

Mail Orders
Fax Orders
Security
Privacy
Web Browser Requirements
Cookies

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Buyer Information
Pioneer Clubs® products are available in quantity only to officially registered Pioneer Clubs. We prefer that you pay by VISA, MasterCard, American Express, or Discover Card. However, for individuals authorized by their church, we will bill orders to the church for your convenience. Please select the “Bill to Church” button on the final checkout screen. All orders under $20 must be paid by credit card. Any orders placed by club leaders or coordinators for their personal use must also be paid by credit card.

All orders (including items ordered for personal use) must include your church charter number. If you do not know your church charter number, please include the complete church name and address with your order. If the church name and address is not part of the billing or shipping information, please include it in the “Comments” box on the check out screen.

Orders From Outside the U.S. and Canada

•	International orders placed online must be paid by credit card. There is a limit of $300 for online orders.
•	If you have reached the $300 limit and wish to order more products, please click the "PDF Order Form" link below, print the order form and send it to us along with a check or money order payable to Pioneer Clubs in U.S. funds.
•	Orders outside the U.S. and Canada are charged a US$6.95 handling fee plus the applicable shipping charges. For more information on this, see the Shipping and Handling section below. Or you may email a customer service representative at info@pioneerclubs.org or call 800-694-2582. (Outside the U.S. and Canada, please call (630) 293-1600.)
PDF Order Form (Can't open this order form? Click here to download Adobe Acrobat Reader for free.)

Shipping and Handling

•	Orders are processed as received each business day.
•	Orders are not processed during the week between Christmas and the New Year holiday.
•	Handling on all orders is US$6.95 for churches in the U.S, and Can$5.00 for churches in Canada. 6% GST will be charged on all Canadian orders.
•	Standard shipping within the U.S. and Canada is FREE. Please allow 10-14 business days for delivery. Charges for special shipping requests will be billed to the customer.
•	All orders shipped outside the United States and Canada will be charged actual shipping costs. These shipping charges will be applied to your credit card once your order has been shipped. To see a list of estimated charges for each area of the world, click here. Please allow 10-20 business days for delivery.
•	NO EXPRESS SHIPPING IS AVAILABLE IN SEPTEMBER OR OCTOBER.
•	When your order arrives, check it against the packing slip. Large orders are often sent in several packages and may be delivered a few days apart. Items temporarily out of stock or discontinued will be indicated on the packing slip accompanying the order.
•	Out-of-stock/back order items will be shipped as soon as possible. DO NOT REORDER.
•	If you don’t receive your order within two weeks, please notify Customer Service. U.S. churches call 800-694-CLUB (2582). Churches in Canada, call 800-263-2664
•	Please notify Customer Service immediately to report any discrepancies in your order or any damage to your materials.

Payment Due

•	We accept VISA, MasterCard, American Express, and Discover. Please include your account number, expiration date, and the complete name printed on the card. A $5 minimum is required for credit card orders. All online orders under $20 must be paid by credit card. Any orders placed by club leaders or coordinators for their personal use must also be paid by credit card.
•	If the church billing option is chosen, payment is due within 30 days. No additional purchases will be allowed on a 90-day outstanding balance. o Make checks or money orders payable to Pioneer Clubs. Please enclose the top portion of your invoice or statement with payment. o NSF or nonnegotiable checks are subject to $10 handling fee.

Billing

•	Prices are effective July 1 of each year and are subject to change without notice.
•	If payment does not accompany your order, an invoice will be sent.
•	You will not be billed for out-of-stock items until they are shipped.
•	Statements indicating the outstanding balance of your account will be mailed periodically.

Returns

•	All returns must have an authorization number. U.S. churches should call 800-694-2582 prior to shipping your return; churches in Canada, call 800-263-2664
•	To receive credit, returns must be received by our warehouse within 60 days of the date shown on the packing slip. Merchandise must be in saleable condition, and the shipment must include a copy of your invoice or packing slip. Write your return authorization number on the invoice or packing slip. We can issue credit only; no refunds (unless pre-approved.)
•	No credit will be issued after 60 days.
•	If you do not have an invoice or packing slip, you must provide us with the name and address to whom the order was billed. Be sure to provide your return authorization number. Without an invoice, credit will be issued at our lowest unit sales price.
•	No returns on sale, specially marked or specialty items.
•	We cannot accept partial returns of items sold as part of a set, pack, kit or bundle.
•	Be sure to use a shipper that offers tracking—or insure your package.
•	Keep a copy of your return shipping receipt as proof of return.
	U.S Churches: Send returns to our Carol Stream shipping address: Pioneer Clubs, 27W130 Saint Charles Road., Carol Stream, IL 60188-1935 USA. (This address is printed on the back of each packing slip and invoice.)
	Canadian Churches: Send returns to Cook Communications, 55 Woodslee Avenue, Paris, ON N3L 3E5 CANADA.

Customer Service

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If you have any questions or comments, please call 800-694-CLUB (2582). A Pioneer Clubs® customer service representative will be happy to assist you. Our office is open Monday through Friday from 8:00 a.m. to 4:30 p.m. Central Standard Time except during the months of July and August, when we close on Fridays at noon. Sorry, we are unable to accept collect calls.

Mail Orders

•	When possible, use Pioneer Clubs’ order form. Legibly print or type your “bill to/ship to” information. Be sure to include your church charter number or the complete church name and address plus zip/postal code. Please provide a street address in the “ship to” information. We cannot ship to post office boxes.
•	Pioneer Clubs order forms are included in each printed catalog. Or click the "PDF Order Form" link below for a printer-friendly order form. Send to Pioneer Clubs, PO Box 788, Wheaton, IL 60189 USA along with your payment.
PDF Order Form - US / International PDF Order Form - Canada (Can't open the order form? Click here to download Adobe Acrobat Reader for free.)
•	Select method of payment. If paying by VISA, MasterCard, American Express, or Discover, please complete credit card information
•	List each item you are ordering. Include quantity, item number, item description, and price. Awards are listed on the second page of the order form. Refer to our online store for current pricing on all items.
•	Total each column and recheck all figures. Payment (in U.S. dollars) must accompany all orders under US$20.
•	Mail to: Pioneer Clubs, PO Box 788, Wheaton, IL 60189-0788 USA.

Fax Orders

•	Follow mail order directions above and fax to 800-619-CLUB (2582) or 630-293-3053.
•	Please do not photo reduce the order form before faxing.
•	DO NOT MAIL YOUR FAXED ORDER OR IT WILL BE DUPLICATED.

Security

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Pioneer Clubs online shopping cart is secure. We have purchased and been issued a GeoTrust SSL certificate for secure communications. True BusinessID™ from GeoTrust® is the ultimate online security and trust solution delivering both 128-bit SSL security. Sites secured with GeoTrust's True BusinessID are utilizing the highest level of encryption or security possible. This means you can rest assured that communications (e.g., credit card numbers) between your browser and Pioneer Clubs site's Web servers are private and secure.

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Pioneer Clubs also has appropriate security measures in place in our physical facilities to protect against the loss, misuse, or alteration of information that has been collected from you at our site.

Privacy

•	We will not share information about registered Pioneer Clubs churches with third parties.
•	To read the entire Privacy Policy visit http://www.pioneerclubs.org/privacy.htm.

Web Browser Requirements

•	Our site works best with Internet Explorer 5 or above, Netscape 7 or above, and AOL 5 or above on both Macintosh and Personal Computers. Some features may not work correctly if you are using a different browser, and checkout may not be possible.
•	Your Web browser must also be set to use “Java Script.” To enable this feature, look under “Preferences” or “Options” in your Web browser.
•	If you pause during your shopping session, your order will expire within 45 minutes.

Cookies

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In order to use the Pioneer Clubs shopping cart, your Web browser must be set to accept cookies. While we do not write cookies on your computer, this setting is required in order to maintain your shopping session. To set your browser to accept cookies, look under “Preferences” or “Options” in your browser. Or here's a link with instructions on how to enable cookies: http://webmaster.info.aol.com/cookieguide.html.

Pioneer Clubs • PO Box 788 • Wheaton, Illinois 60189 • 800-694-2582