customer support=Patron support

To us, you’re more than a customer. We’re a mission-driven organization that seeks to equip, inspire, and nourish communities spiritually. When you purchase resources from us, we consider you a patron—one who is implementing the arts into your ministry and supporting the work of artists. We want to grow in relationship with you and the community to which you minister.

We are happy to support you in all the ways we can. As a small team of pastors and ministry leaders, we offer patron support with the heart and training of a pastor—we care about your issue, we have compassion for your frustration, and we want to help you find a solution as quickly as possible.

FREQUENTLY ASKED QUESTIONS

1) “I need help with something. What’s the best way to reach you?”

We are happy to support you in all the ways we can. The best way to get in touch is through our contact@sanctifiedart.org email address or the contact form at the bottom of this page. We will do our best to respond to you promptly via email during business hours, Monday—Friday. We do not have a company phone number and cannot offer phone support at this time. To help us support you more quickly, please be as detailed as possible in your message, including details such as your order number (or the name/email on the order), which specific bundle or resource you need help with, steps you have taken and the results, screenshots of error messages, etc.

2) “I ordered from you but never received any email or confirmation.”

Within minutes of successfully placing an order with us, you should automatically receive an email confirmation (check your spam folders just in case!). If you ordered a ministry resource, you will also receive an automatic email with a link to download the resource files (note: all of our resources are digital). If you ordered a poster print or original art piece, you will receive an email with tracking information as soon as it has shipped. If you do not receive a confirmation email within a few minutes of placing your order, please email us at contact@sanctifiedart.org with your name and what you ordered. There could have been a typo in the email address you entered during the checkout process, or there might have been a connection error and your order did not go through. Either way, follow up with us promptly so we can resolve the issue.

3) "I'm having trouble downloading the digital resources I just purchased."

When you purchase digital resources from our site, you will immediately receive an email with a link to download a .zip file, a compressed folder containing multiple files. On a PC, you can right-click the .zip file and select “Extract All…” to open the contents of the folder. On a Mac, you can simply double-click the .zip file to open the contents of the folder. If you are having trouble downloading or opening the .zip file, you might try:

• Updating your browser to the latest version.

• Downloading the .zip file using a different web browser, computer, or network (note: .zip files are difficult to open on phones and tablets).

• Clearing your browser's cache.

• Temporarily disabling any internet security/firewall programs (note: you may need clearance/assistance from your organization’s IT department/helpdesk to do this).

• Disabling any plugins on your browser.

4) "I’m getting a message that the downloads are malware/virus or dangerous files. My computer is blocking the download."

Rest assured: our files are safe! This is a generic message from your web browser due to recent security updates. As a precaution, several web browsers, including Chrome, have recently intensified their security standards to flag all .zip files given the prevalence of malicious entities using .zip formats to distribute malware. This unfortunately is beyond our control. However, here are some steps you can take to resolve the issue: 1) Try downloading the files using a different web browser. We’ve heard from patrons that Edge and Safari typically work fine. 2) Temporarily turn off the security settings in your web browser in order to download the files. If you are using Chrome, check your security settings here and temporarily turn your settings to “standard protection” or “no protection.” After you download the files, you can restore your preferred security settings. 3) Email us! We’ll send you the files in a different way.

5) “How do I download the digital resources on my Ipad, tablet, or phone?”

Ipads, phones, and tablets are not the best devices for downloading our resources because they will be emailed to you as a .zip file. We recommend using a laptop or desktop computer to download the files you need, then transferring the unzipped resource files to other devices. If you do not have access to a laptop or desktop, there are third party apps you can download and install on your mobile device to unzip .zip files.

6) “I bought a bundle. How do I access the resources?”

For bundles of resources that would be unwieldy to download all at once, we host all of the resource files on our website on a password-protected page. The .zip folder for bundles will only contain a few informational PDFs, including a “Password for Patron Access” file that contains the link and password to the patron access page on our website where you can access all the resources. Simply click the link in that PDF and enter the password that is listed below the link. Once on the patron access page, you'll be able to see all of the resources and download the files you need from our Google Drive. The link and password in the patron access PDF don't expire, so you don't need to download everything at once. You can save the patron access PDF to your desktop for quick and easy access to the resources whenever you need them. Please watch this screen recording to see the step-by-step process.

7) “How Can I share the resources with my staff/colleagues?”

You are welcome to share the resource files internally with other staff, ministers, and lay leaders at your church. Since the download links from our web host expire, the best way to do this is to share the patron access password PDF with them as an email attachment or via your local shared network/drive. This way, they can have access to all the resource files by visiting our patron access page. Please do not try to share files from the Google Drive folders, as we do not grant the access requests this generates.

8) “I’m having trouble opening/accessing/downloading from Google Drive.”

As explained in FAQ #4, when you purchase a full bundle of resources (which contains many files, some of which are quite large), the files are hosted on Google Drive (you will access them through the Patron Access Page). If you are having trouble with Google Drive, try opening the Patron Access Page using a different web browser (for example, if you are using Safari, try opening the page using Google Chrome). If that doesn’t work, trying clearing your browser’s cookies/cache.

9) "I just tried downloading the resources, but my link has expired. Can I get a new one?"

Absolutely! Our web host, Squarespace, expires links to digital goods 24 hours after purchase (a frustrating feature we can’t change), but they will automatically send you a new link if you click on the expired link emailed to you. We can also renew links manually if you don’t see the new link come through shortly. When you purchase a bundle from us, you'll receive a PDF with a password-protected link to all of the resources. This is what's included in that initial .zip file. As long as you download that within the first 24 hours, then you don't have to worry about anything expiring. You can save the PDF to your desktop for quick and easy access to the resources when you need them.

10) “I’m having trouble with my customer account/profile.”

Unfortunately, the customer profile feature on our website only allows for saving credit card information and addresses for expedited checkout. It does not provide access to purchased resources, so many of our patrons don't end up creating a profile unless they plan to be a returning customer. If you are looking for the resources you purchased, refer to the instructions in FAQ #3-5. Additionally, since our web host uses email addresses as the primary identifier in the customer profile database, there is no way to update the email address associated with the profile. We know these limitations are frustrating, and we hope that there is improved functionality for the customer profile feature in the future.

If you need to change the password, name, address, or credit card in your customer profile, you can do so on our website. Click on the person icon (near the shopping cart icon) in the top right corner to sign in. If you do not remember your password, click on "Forgot Password?" under the “Sign In” button to create a new password for your account. To change your password, name, address, or credit card, sign in to open the customer profile sidebar. From there, you can click "Payment" to add or update credit cards, "Address" to add or update addresses, and "Profile" to change your name or password. You can also click "Orders" to see basic details of your previous orders.

11) “I need a different version/format of the devotional booklet for printing or sharing digitally.”

We create a variety of formats of the devotional booklets and study journals, including large print editions, single page files for copiers that fold and staple booklets, and digital versions for sharing the devotional or study guide via email. You’ll find these other files linked on the patron access page for bundle patrons and in the printing guide of newer bundles. If you purchased the devotional or study guide separately from a bundle and don’t see additional formats linked in the included printing guide, please email us at contact@sanctifiedart.org and we will be happy to send you the file you need.

12) “I’m having trouble printing the devotional booklet or study guide.”

Since all printers and copiers are different, there may be some issues that come up when printing booklets. Please see this guide for frequently encountered problems and possible solutions to try. If you continue to have trouble, please reach out to us at contact@sanctifiedart.org and we will do our best to help.

13) “Where can I find art for a particular scripture?”

We encourage you to check out our single image licensing library where you can license any of the images we’ve created. Each download includes images for digital and print use (some also include a colorable version), the artist statement, and a visio divina guide.

14) “WHAT’S THE LARGEST SIZE I can PRINT THE IMAGES FOR AN ART DISPLAY/GALLERY?”

The print files included in the download are best quality when printed up to 20 inches on the long side, and still very good quality for distance viewing (such as hanging banners or large posters high on a wall) when printed up to 40 inches on the long side. Larger than that, they may be a little pixelated up close, but they should appear crisp from far away. If you are wanting to print the visuals larger than 40 inches in an area where they will be viewed closely, email us and we might be able to provide a larger file. If you want to use any of the images for permanent art banners or displays, please email us, as we would ask for an additional licensing fee for this use.

15) "I have an idea for putting your resources to use, but I want to make sure that I'm following your licensing guidelines."

Licensing digital work on the internet can get tricky, so we appreciate your care and attention to this. Check our licensing terms page for more information. If you have questions that aren't clear or spelled out there, or if you have an idea that requires an additional licensing contract and compensation, reach out!

16) “Are we allowed to use your resources in live streamed/online worship?”

Yes, we hope our resources can support you in the many ways you share in worship, in-person and on the screen. Please refer to our licensing terms page for more information on how to do this following our guidelines.

17) “I work for a Presbytery/Diocese/Conference and would love to buy one of your resource bundles for many of the churches within my district. Is that possible?”

While we have priced our resources for individuals, churches, and faith communities to purchase directly, we are delighted when an institutional body wants to purchase our resources on behalf of the individual churches, parishes, or congregations within their district (presbytery, diocese, conference, etc.). What a beautiful and generous way to support and resource your congregations! If you’d like to become an institutional patron, head to this page to learn more about that process.

18) “I purchased your resources, but have decided they’re not the right fit for my community. Can I return them?”

Since all of our resources are digital downloads, there isn’t really a way to return them in the way you might return a physical item. We encourage you to review our infographics, download sample files, read descriptions carefully, and reach out to us with any questions about our resources before purchasing to ensure you’re making the right choice for your congregation. However, we know that it’s possible the resources still won’t be what you need, and we want to help you however we can. Please email us to let us know what’s not working—we might have a solution or even another bundle that might be a better fit. If we can’t find a solution for your context, we may be able to offer a partial refund.

19) “I purchased a full bundle and used the resources, but am wondering if I could reuse a poem or prayer for another worship service?”

We ask that you follow our licensing guidelines for one-time use, meaning: if you want to use the resources again for a different season, congregation, or context, we ask that you purchase the bundle or resource again to obtain a new license. If you want to use any of our visual art for additional purposes or ministry contexts, head to our image licensing library to license our art individually. However, sometimes you may find that you want to use one poem or a particular prayer for an additional worship service or ministry event. We love that you continue to find meaning and value in our written materials. We would be honored if you would make a financial contribution for this additional usage here.

20) “Do you offer discounts for really small congregations?”

To make our resources accessible to churches of all sizes, we offer tiered pricing for bundles and invite you to pay the amount that best fits your budget. We hope this pricing model makes our resources accessible to churches with smaller budgets, but also allows for larger churches to give more generously. Each resource is also available separately. If you have very limited funds, you could also purchase a few of the individual resources “à la carte.” Please visit this page to read our purchasing suggestions for small churches. Additionally, we fill our blog with free content, ideas, and inspiration that we hope is valuable to you.