Frequently Asked Questions

Order Questions | Product Questions | Other Questions

ORDER QUESTIONS:

How long will it take for my package to arrive? (Shipping)

So long as an item is currently in stock, if you place your order during the business week, your order should be shipped out within 24 hours. If you place your order after 12pm EST or over the weekend, your order will not be shipped out until the following business day. Shipping times may vary depending on location, but these are the general timeframes for the various shipping methods:

  • Economy (7 business days or less): USPS
  • Ground (4-7 business days): can go USPS or FedEx
  • 3-Day (3 business days): FedEx
  • Expedited (2 business days): FedEx
  • Overnight (1 business day): FedEx
  • Priority Mail International: 6-10 business days
  • Worldwide Expedited: 4-6 business days

Please provide a physical address when able to – shipments to P.O. Boxes may be delayed.

What is your return policy?

If an item is damaged: Any item damaged in shipping may be returned within 30 days of receipt. We will pay for shipping back to us (if necessary), and send you a replacement item for no additional charge.

If an item is defective: Any item that is defective (referring to technical problems with a DVD, caused by City on a Hill) may be returned within 90 days of receipt. We will pay for shipping back to us (if necessary), and send you a replacement item for no additional charge.

If an item is not what you expected/no longer wanted: If you are not satisfied with an item (wrong size, not what you expected, etc.), you may return it within 30 days of receipt. After City on a Hill has evaluated the state of the product (whether it is in re-sellable condition), we will issue a refund or exchange it for the same item (or in some cases, an item of equal value).

Items are re-sellable if they are unopened, or have no wear-and-tear; this is subject to the discretion of City on a Hill.

A re-stocking fee of $1.55 per order and $0.45 per item will apply.

We cannot refund original shipping charges. City on a Hill will not reimburse for shipping back to COAH.

How to return an item: YOU MUST CONTACT CITY ON A HILL before returning an item for ANY reason. Every return must be accompanied by an RMA (Return Material Authorization) number, which you will receive when contacting COAH about your return. To receive your RMA number, as well as instruction on how/where to ship your return back to us, please call (502)245-2425

If material is returned to City on a Hill without an RMA, the return will be subject to additional processing fees.

Please note that it may take up to 3 weeks to process a return from the date we receive it. We will notify you via email when we receive your return, and do our best to credit your account in a timely manner.

We can only accept returns that were originally purchased from City on a Hill. If you purchased a COAH product from another store, please contact them for their return policies.

Do you charge tax?

Tax is only charged to customers living in the state of Kentucky. If you are a church or non-profit in the state of KY, and would like to make a purchase using your tax-exempt status, please call us at (502)245-2425.

PRODUCT QUESTIONS:

Does the book go along with the Small Group Study? (or journal)

The books (chapter books) listed for sale on our store were not written to be read simultaneously with our Small Group Studies. If you are looking for a print material to go along with the Small Group Studies, we recommend the Participant Guides/Journals.

Do you have to use the Participant Guides/Journals with the Small Group Studies?

The Participant Guides/Journals are great resources to go along with the Small Group Studies, but they are optional. These journals/guides are not in the “fill-in-the-blank” style where participants would need to bring them to group each week. Our Participant Guides/Journals are intended to be used throughout the week, in between group sessions, and have questions for reflection relating back to the previous week’s lesson. Most of our Small Group Study Kits include one Participant Guide/Journal for the leader to preview.

What are your copyright rules?

If you’re thinking about copying, reproducing, or doing anything with our material other than its original purpose, please CALL us. We want to help you stay within the legal bounds of copyright laws.

As a general rule of thumb, here are some guidelines:

  • Under no circumstances can our discs be copied and/or distributed.
  • Standard copyright laws allow up to one “chapter” of a book or guide to be photocopied.
  • Our Pastor’s Kits are designed to give you the rights to use any of our logos on any of your promotional material.
  • Our Movie Event Packages are designed to give you the required license to show our movies to a large audience. For more information, see the questions below…

Why do I need a church movie license?

The U.S. Copyright Act requires a license to legally show a movie in a public venue, including a church, school, camp, etc. Your license gives you permission to promote and show the film to public audiences as often as you like for the next 12 months. If you choose not to renew your license after a year, you may keep the DVD in your church-lending library for personal use.

A movie license does not allow you to charge admission, but you may help recover costs by charging for refreshments, childcare or other fundraising methods.

We have a CVLI license or agreement with PureFlix. Will this work for your movies?

No. City on a Hill is not covered under these licenses.

I just want to watch the videos myself. Can I get the Small Group Study if it is just for me?

Sure! While our Small Group Studies are designed for groups to use and go through together, individuals or families can certainly use them on their own.

Are your videos available for online viewing/streaming?

Yes! For more information, please visit our online rental page.

Shouldn’t products relating to the gospel be free of charge?

We love telling people about Jesus. In fact, it’s part of our mission statement! While the Gospel is most certainly free and there are many organizations out there that provide free Bibles to people, unfortunately the production and sale of movies and small group studies such as ours is not free. City on a Hill strives to produce the highest quality media studies as possible and provide them to our customers at the lowest price. We often send out various promotions and coupon codes. Please sign up here if you do not you receive our email newsletters. We also donate materials to ministries in need as we are able. If you would like to find out more about this, please contact Ruth in Customer Service by emailing her at [email protected].

OTHER QUESTIONS:

Do you sell your products at wholesale?

Our products are available for resale. Most of the major Christian distribution companies carry our products. If you’re interested in more information regarding our wholesale pricing and/or availability, email us.

Do you ever donate materials?

Yes, we love to partner with ministries in need as we are able. Please fill out this form and email it to [email protected].

How can I be a part of one of your productions?

We will announce both volunteer opportunities and casting information in newsletters when available. Please learn more about volunteering and get signed up here.

Do you accept scripts or story ideas for future productions?

At this time, we are not accepting scripts for future productions.

Do you still sell some of your original short films?

Yes, we have limited quantities of some of these. To place an order for those, please call 502-245-2425.