frequently asked questions

Frequently Asked Questions


We want to help any way we can! For further information, feel free to call us at 1.800.661.9800.

How can I write for Focus on the Family Canada?

Focus on the Family Canada magazine is no longer in circulation. Please see our Writer’s Guidelines for details on how to submit your writing to Focus on the Family Canada for use as an online article.

I have a change of address. How do I let you know?

You can let us know you have a change of address by phone: 1.800.661.9800 or email: This email address is being protected from spambots. You need JavaScript enabled to view it. . We'd appreciate being updated on your current contact information as soon as possible.

Was my change of address made effective?

Our mailing labels are printed two months in advance. Therefore, it would take a minimum of two months for you to see evidence of your address change. If you still don't receive contact from us after the two-month window, please contact us by phone: 1.800.661.9800 or email: This email address is being protected from spambots. You need JavaScript enabled to view it. .

What should I do about receiving duplicate mailings?

If you are receiving duplicate mailings, please contact us by phone: 1.800.661.9800 or email: This email address is being protected from spambots. You need JavaScript enabled to view it. and report the personal numbers from both of the duplicate mailings.

Your personal number is an eight- or nine-digit number starting with either a 1 or a 9. It is found on the upper-left corner of the magazine address label, the top-left corner of donation receipts and on the bottom-right corner of packing slips.

Why am I getting so many renewal notices for my magazines?

Renewal notices are automatically prepared one month in advance of mailing. Therefore, a notice and your renewal may have crossed in the mail. Thank you for your patience as we process your renewal or cancellation. If you have any further questions about your membership status, please feel free to contact us by phone: 1.800.661.9800 or email: This email address is being protected from spambots. You need JavaScript enabled to view it. .

What is your registered charitable number?

The registered charitable number for Focus on the Family Canada is 10684-5969-RR0001. This number is found on all of our charitable tax receipts.

Do you offer annual donation receipts?

Yes. We are now able to issue annual receipts. To make the switch to receive annual receipts, call us at 1.800.661.9800.

What is my personal number?

Everyone who has contacted our ministry has a personal account number. This number is an eight- or nine-digit number starting with either a 9 or a 1 (adults) or a 7 (kids/teens). It is found on the upper-left corner of the address label, the top-left corner of donation receipts or on the bottom-right corner of packing slips. Focus on the Family Canada greatly appreciates you having your personal number available whenever you contact us. For further assistance, call 1.800.661.9800 or email This email address is being protected from spambots. You need JavaScript enabled to view it. .

What does "backorder" or "B/O" mean?

The "B/O" term on your packing slip indicates that a resource is on backorder. This means that we did not have that resource in our warehouse and are waiting for new stock to come in. As soon as new stock arrives, the resource will be shipped to you. If you have any questions about backordered items, please feel free to contact us at 1.800.661.9800. We thank you for your patience.

Why hasn't my order arrived after waiting 4-6 weeks?

Please contact us at 1.800.661.9800 and we will check on the status of your parcel.

I received the wrong resource in the mail. What should I do?

If you received a wrong resource, please call us at 1.800.661.9800. We will rectify the problem and have the correct item sent to you immediately.

How do I get a replacement for a damaged product?

If you received a damaged item from us by mail, please call us at 1.800.661.9800 and let us know. We will send you a replacement immediately. If you received a damaged item from our bookstore, please return the item to the store. You will then be given a replacement.


TOLL-FREE 1.800.661.9800

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© 2014 FOCUS ON THE FAMILY (CANADA) ASSOCIATION

Focusonthefamily.ca is a service of Focus on the Family (Canada) Association.
It is intended as a general, practical reference and should not be considered a substitute for professional medical, mental health or legal advice.

Focus on the Family (Canada) Association is a registered charity (#10684-5969-RR0001)