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Frequently Asked Questions (FAQ)


Order-Related Questions:

How long will it take for my order to arrive?

Can I return something if I don't like it?

Can I phone in my order and then send a check?

How can I set up a wholesale/bookstore account? Can I place a wholesale order online?

Where can I print out an order form?

What sales or discounts do you offer?

I'm a Club One member. Do I need to do anything special when placing an order?

Do you have express shipping?

Do you ship internationally?

Will you bill me for my order?

Can my church or ministry get a discount?

We're a tax-exempt organization. How do I avoid being charged sales tax?

It's 8:00 a.m., why aren't you answering the phone? Your hours are 8 a.m. to 5 p.m., right?


Product-Related Questions:

Can I request a specific hair color for my puppet?

How should I clean my puppet?

Do you keep your puppets in stock?

Do you sell costumes for puppets?

How do you attach your arm rods?

Do arm rods come with the puppets?

Do the puppets come with the props pictured?

Do you carry gloves or sleeves for puppeteers to wear while performing?

Do you carry materials in different languages?

What products would you recommend for beginning puppetry?

What is a split track accompaniment, and why is it so expensive?

Are soundtracks or sheet music available for the Righteous Pop Music (RPM) series?

Can I get a copy of the lyrics for the CD I purchased or downloaded?

Why do some musicals include the printed script, while others don't?

Where can I buy Smoke in a Can?

Do you have anything I could give as a Christmas or birthday gift?

Is it okay for me to make copies of your materials after I have purchased them?

Do you carry any materials suitable for schools or other secular areas?


General Questions:

Can I sign up for your e-newsletter?

How can I change my email address or remove it?

How do I request a catalog?

Where can I buy your products in Europe?

What's your connection with CMUO (Children's Ministry University Online)?

Would you donate materials to me or my organization?

How can I help make a difference in children's ministry around the world?




Order-Related Questions:

How long will it take for my order to arrive?
We make every effort to ship each in-stock order within two business days. If you live in the continental United States, most packages will arrive within five to seven business days from the date shipped.

Backorders sometimes occur due to heavy demand or supplier delays. Most backorders ship within two to three weeks of placing the order, but occasionally an item will be delayed longer. You will be notified of any backorders. To save you shipping costs, we will hold your order until all items have come in before shipping it. You may call us to request that in-stock items be shipped ahead.

For international shipments, we cannot predict exact delivery times due to customs inspections and other delays. Your choice of international shipping method will determine the shipping time. Most packages arrive within 15 business days.

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Can I return something if I don't like it?
In most cases, yes. Some items, such as CDs and DVDs, cannot be returned if opened. For more information, see our return policies.

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Can I phone in my order and then send a check?
All retail orders must be pre-paid. This means that over the phone, fax, or online, you need to pay with a credit card. If you must pay by check or money order, you will need to mail your order in with your check. You can download a printable order form here.

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How can I set up a wholesale/bookstore account? Can I place a wholesale order online?
If you are a licensed retailer, you can call, fax, or e-mail a request for wholesaler information. This includes a list of wholesale policies, credit application, and a list of products which are available at wholesale discount. Please be aware that Creative Ministry Solutions, as a mail-order company, carries some products which we obtain from other manufacturers. We only offer full wholesale discounts on products which we produce.

If you are a pre-approved wholesale customer, you can place a pre-paid wholesale order online using a credit card. Just type the word WHOLESALE into the "comments" section during the checkout process. You can also type a PO number or reference humber in that section, if you wish. Please phone is your order if you need to verify inventory levels or wholesale discount rates. Our online store does not reflect inventory levels, and many items on this website are not eligible for full wholesale discount. Please be aware that your discount will not show on internet purchases, but will be manually deducted when we complete the final processing of your order.

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Where can I print out an order form?
We do not require that you use an order form, but you can download a printable PDF form here, on the Contact Us page, or on the Shipping Info page.

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What sales or discounts do you offer?
There are many opportunities to save money! A Club One membership will entitle you to 5% off on every purchase, plus other coupons and special offers. Also, you can sign up for our e-newsletter in the yellow box at the bottom right of our homepage - it's a great way to find out about special offers. You'll also find great deals on resources when you attend our training events. Consider the Adopt-A-Puppet plan to save on purchases of puppets in large quantities. And don't forget to check out the Item of the Week on our homepage for a new sale each week!

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I'm a Club One member. Do I need to do anything special when placing an order online?
Be sure to enter your Club One ID number during the checkout process, in the blank beneath your e-mail address. Your Club One discount will not show on internet purchases, but will be manually deducted when we complete the final processing of your order.

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Do you have express shipping?
Next-day, second-day, and three-day services are available for an additional shipping fee. Expedited services are not offered online, as we prefer to confirm inventory accuracy when you are in a hurry. Please call (800) 569-4537 before 2:00 pm Mountain Time and place your express order by phone.

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Do you ship internationally?
Yes. Please provide your current email address. Accurate shipping charges cannot be determined until your order is boxed and weighed. At that time, we will email you with your choice of shipping options and the respective charges. We cannot predict exact delivery times due to customs inspections and other delays. Your choice of international shipping method will determine the shipping time. Most packages arrive within 15 business days.

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Will you bill me for my order?
No. All retail orders must be pre-paid. This means that over the phone, fax, or online, you need to pay with a credit card. If you must pay by check or money order, you will need to mail your order in with your check.You can download a printable order form here.

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Can my church or ministry get a discount?
Because Creative Ministry Solutions provides materials for children's ministry, almost all of our customers are churches or ministries. We try to keep our prices as low as possible so that you can exercise good stewardship when purchasing our products. We do not have special rates for churches, ministries, or missionaries.

However, there are many opportunities to save money! A Club One membership will entitle you to 5% off on every purchase, plus other coupons and special offers. Also, you can sign up for our e-newsletter in the yellow box at the bottom right of our homepage - it's a great way to find out about special offers. You'll also find great deals on resources when you attend our training events. Consider the Adopt-A-Puppet plan to save on purchases of puppets in large quantities. And don't forget to check out the Item of the Week on our homepage for a new sale each week!

Creative Ministry Solutions also partners with an organization called Ministry Resources International, which provides ministry resources and training to less fortunate Christian children's workers worldwide. You can fill out an application for assistance at their website, www.MRIFoundation.org.

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We're a tax-exempt organization. How do I avoid being charged sales tax?
Currently, we are only required to collect sales tax from persons residing in Colorado. If you live outside of Colorado, you will not be charged sales tax. Colorado residents can use the Comments section of the online order form to provide a tax-exempt number and request that the sales tax be removed, as long as you are paying for your order with a credit card bearing the name of the tax-exempt organization.

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It's 8:00 a.m., why aren't you answering the phone? Your hours are 8 a.m. to 5 p.m., right?
Creative Ministry Solutions is open Monday through Friday from 8:00 a.m. to 5:00 p.m. MOUNTAIN TIME ZONE. We are closed for major holidays. If you do not live in the mountain time zone, you will need to adjust for the time change. Mountain time is two hours earlier than Eastern time (10:00-7:00), one hour earlier than Central time (9:00-6:00), and one hour later than Pacific time (7:00-4:00).

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Product-Related Questions:

Can I request a specific hair color for my puppet?
Yes, if you call us at 800-569-4537 or 303-567-8800. If the puppet you are ordering comes in varying hair colors, we will check the puppets in stock to see if we have the color you are requesting.

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How should I clean my puppet?
Our best advice is to keep your puppet from getting dirty by handling it carefully and storing it safely. For those unavoidable spots and smudges, you will need to use a surface treatment. We recommend a product called K2R, which is sprayed on and then brushed off. An internet search will give you more information about this product and where to purchase it. Dry cleaning is not recommended because it uses a liquid solvent which can ruin your puppet.

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Do you keep your puppets in stock?
We make every effort to keep all of our puppets in stock, except for certain puppets created in our Construction Zone. High demand or supplier delays can cause backorders, however, so it is always a good idea to plan ahead. If a backorder occurs, you will be notified. Please call us at 800-569-4537 or 303-567-8800 if you need to confirm inventory before ordering. Many of our Construction Zone puppets are made to order, and in those cases the additional delivery time will be listed in the item description.

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Do you sell costumes for puppets?
Yes. We have a variety of options available in our Puppet Costumes section, located in the People Puppets department.

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How do you attach your arm rods?
Our arm rods are attached to puppet arms with rubber bands. Do not simply loop the rubber band over the puppet's wrist, or you will have very little control. The arm rod will arrive with one end of the rubber band attached, leaving a loop (Figure A). Pull the loop into a circle which is bisected by the rod (Figure B). Pull each side of the loop past the rod and bring them together on the back side of the rod, forming a double strand "C" shape with each end attached to the rod (Figure C). Put the puppet wrist between the "C" and the rod and adjust the rubber band for a tight hold (Figure D). Attach the rod to the inside of the puppet's wrist.


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Do arm rods come with the puppets?
If arm rods are included with a puppet, the item description will say so. Arm rods may be purchased separately for the other puppets.

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Do the puppets come with the props pictured?
Usually, if a puppet is pictured wearing a hat, headdress, glasses or sunglasses, these will come with the puppet. The product description will list all items included. All other accessories are simply photographic props and are not included.

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Do you carry gloves or sleeves for puppeteers to wear while performing?
We do carry white and black performance gloves which are usually worn while performing in blacklight, to make hands visible or invisible. We do not carry gloves intended to be worn inside the puppet, or black sleeves to hide the puppeteers' arms. We do carry elbow length black performance gloves. We recommend purchasing men's black socks, cutting out the toes, and using these for black sleeves to hide puppeteers' wrists and arms. We do not necessarily recommend wearing gloves inside the puppets, but if you wish to do so, look for thin white cotton gloves.

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Do you carry materials in different languages?
Yes, we carry a selection of Spanish Resources. In addition, our "Puppet Ministry: Basics & Beyond" DVD has options for Spanish audio or German subtitles. We also highly recommend "Beyond Words" Volumes 1 & 2. These are CD/books of puppet plays which do not use spoken words. Puppets pantomime skits to the accompaniment of music and sound effects on CD. These puppet presentations can be understood by audiences of various cultures and multiple languages without the need for translation. DVD versions are also available.

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What products would you recommend for beginning puppetry?
The Simply Add Puppets Starter Kit contains books, a DVD, and CDs to get you started in puppetry. We highly recommend the two-hour DVD "Puppet Ministry: Basics & Beyond" for training in puppetry technique, directing a puppet team, stages, props and scenery, choosing material, and more. The book, "Puppet Ministry Made Easy," is also a good choice for beginners. Our most popular line of puppets are our rod-arm people puppets. We also carry puppet patterns.

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What is a split track accompaniment, and why is it so expensive?
Many musicals have accompaniment CDs available in split track. This means that the instrumental music has been recorded on one side of the stereo channel (left or right), and the singing voices have been recorded on the other side. When playing these albums on a stereo player, you can adjust the left-right control to dial the singing voices in and out. This allows you to add some support to your children's choir during unison songs, but dial out soloists or dialogue so that your performers can sing or speak these parts. A split track accompaniment is only necessary for live performances. The CDs are usually quite expensive because when you purchase the album, you are also purchasing the right to present live performances of the musical.

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Are soundtracks or sheet music available for the Righteous Pop Music (RPM) series?
No, there are no soundtracks or sheet music for RPM.

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Can I get a copy of the lyrics for the CD I purchased or downloaded?
Our CDs and other recorded projects contain copyrighted material that is licensed and paid for at the time of duplication. Due to copyright law, we are unable to freely distribute additional copyrighted lyrics upon request. If the lyrics are included in your download, it will be indicated in the product description.

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Why do some musicals include the printed script, while others don't?
Our puppet musicals are packaged as a CD/book which includes the printed script and the recorded musical on CD. We also carry musicals published by other companies which have a variety of resources, including listening CDs, songbooks, director's books, accompaniment CDs, and more, each available separately. Be sure to read the product description carefully to see what is included in your purchase.

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Where can I buy Smoke in a Can?
Smoke in a Can is no longer available due to a change in the supplier's pricing and quantity requirements. You can purchase it from these retailers: www.markertek.com, www.theatrefx.com, www.hottrix.com, www.tecnec.com. In Canada, try www.hollynorth.com. In the UK, try www.htfr.com.

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Do you have anything I could give as a Christmas or birthday gift?
Yes, everyone loves puppets! The "Righteous Pop Music" and "Happenin' Hymns" CD series are also very popular gift items. Other ideas include puppet apparel, a ventriloquism DVD with puppet, a CD/script book with puppet, a magic book with trick or accessories, a CD or DVD of children's worship music, the balloon ministry kit, or a gift certificate!

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Is it okay for me to make copies of your materials after I have purchased them?
No. Our materials are protected by copyright law. We have obtained licenses to record music which is owned by other publishing companies, and all original material is copyrighted by Creative Ministry Solutions. It is illegal to make copies without permission, and it is illegal to give away those copies to friends.

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Do you carry any materials suitable for schools or other secular areas?
Of course, all of the puppets except Bibles and Bible characters can be used in any setting. Puppet stages, sound, lighting, costumes, props, accessories, and other apparatus have no religious significance. Performance material appropriate for secular venues can be found in our School Programming section.

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General Questions:

Can I sign up for your e-newsletter?
Yes. Just enter your email address in the yellow box at the bottom right of our homepage. You will receive an email asking you to confirm your action.

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How do I change my email address or remove it?
To change your email address, please send an email to customerservice@creativemin.com and tell us both your old and new email addresses so that we can make the change. To be removed from the mailing list, click "unsubscribe" at the bottom of any email you receive, or email customerservice@creativemin.com.

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How do I request a catalog?
Just click on the catalog request box on our homepage, or click here. We attempt to mail out catalogs once a week, but sometimes a large number of requests will cause a delay. Be sure to enter all your information correctly to ensure speedy delivery.

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Where can I buy your products in Europe?
Our friends at One Way UK have a similar product line to ours, and you may save on shipping time and charges.

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What's your connection with CMUO (Children's Ministries University Online)?
Children's Ministries University Online is a fully accredited 1 year certificate program in children's ministries that can be completed entirely online. Creative Ministry Solutions serves as the online bookstore for this program, but we are not affiliated with the organization and do not make decisions about what product is offered. To learn more about CMUO or ask questions about course material, visit www.cmuniversity.org. To visit the bookstore, click here.

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Would you donate materials to me or my organization?
Creative Minsitry Solutions occasionally donates promotional materials to be used as prizes or giveaways at ministry events. For larger donations, we partner with an organization called Ministry Resources International, which provides ministry resources and training to less fortunate Christian children's workers worldwide. You can fill out an application for assistance at their website, www.mrifoundation.org.

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How can I help make a difference in children's ministry around the world?
Creative Ministry Solutions partners with a charitable organization called Ministry Resources International, which provides training scholarships and ministry resources to less fortunate children's ministry workers in the USA and around the world. You can make a tax-deductible donation on their website or at one of Creative Ministry Solutions' training events. MRI also accepts donations of gently used puppets, CDs, DVDs, Bibles, teaching visuals, and other ministry resources, including craft supplies, printed or recorded items in other languages, and ministry equipment. Find out more at www.MRIFoundation.org.

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