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We want your experience with our ministry to be as enjoyable as possible. If you have a question, this page will provide detailed answers to many frequently asked questions we receive about our video downloads, using our resources, payment info, etc.
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Support Team Hours:
8:30am-5:00pm CST
Weekdays
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You can scroll through the list of questions OR by clicking below, you can link directly to a specific Support Topic. If you are having trouble finding the answer the question you have, submit an inquiry on our Contact Us Us page. We will follow up with you as soon as possible.
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 Questions About Shippable Orders
Q. Is my information secure? What is your Privacy Policy?
A. Yes! We go to great lengths to make sure your information is secure. We understand your concern and assure you that your information will not be sold or distributed for any reason. If you have any further questions or concerns about the security of your information, please read through our Privacy Policy.
Q. Can I order by phone?
A. Yes! While all of our products are available online, you can also purchase these items by calling our customer service team. If you would like to purchase one of our resources by phone, our customer service team is available weekdays from 8:30am-5:00pm CST at 972-560-5600.
Q. What hours are customer service representatives available?
A. Many of the questions you may have can be found in our 'Help' section. If you need further assistance, you can submit an inquiry to our team through our Contact Us page. We will answer your inquiry within 1 business day. The Customer Service team is in the office weekdays 8:30am-5:00pm CST.
Q. What are my shipping options?
A. Our resources are available for delivery using Standard USPS Mail, FedEx Ground, FedEx Overnight.
Q. How do I check on the status of my order?
A. To find the status of your order, you can go online to our website and look under your personalized “My Account” section.
Q. Can I return or exchange the resource?
A. Yes. We’re proud to offer a 100% satisfaction guarantee with no questions asked on all of our shippable resources. Our hope is that you will find the materials that are best suited for your ministry. Simply return the box to your postal carrier with the appropriate number of stamps and the following return address:
Bluefish TV
P.O. Box 869100
Plano, TX 75086-9100
Q. Is this resource available in different formats? (DVD, Download, VHS)
A. The format varies from resource to resource. Our small group studies and teaching illustrations are available on DVD. We no longer offer any of our products on VHS. However, we do provide sermon illustrations and teaching clips in a downloadable form for $1.99 through our download store.
Q. How do I get a copy of my receipt if I didn’t receive it through e-mail?
A. In some cases, your email may have been flagged as "junk e-mail" or "spam". If the email is not located in your junk email folder or your spam folder, you can find payment information in you own personalized "MyAccount" page on our website. You can view the status and history of all of your orders through Bluefish TV.
Q. I'm not able to finish the order process.
A. Because of secure information involved in an online transaction, you computer must be allowed to accept "cookies". In Internet Explorer, go to Tools>Internet Options...>Privacy> Pull the slider on the left down until it displays "Medium". This will allow your computer to only accept "cookies" that have a privacy policy.
Q. I clicked the “Finish Order” button more than once and as a result I was charged multiple times, how do I get a refund?
A. We will be happy to help you. Please submit an inquiry through the Contact Us page. Make sure your address has been entered into your account in the MyAccount section so that we know where to send the refund check. Simply login and click "Manage My Addresses".
Questions About Using Bluefish TV Resources
Q. Where can I download the student handouts for my lessons?
A. You can find the free student handouts for your lessons available for download on our website. Simply find the video series you need the resources for and go to the “handouts” sub-category.
Q. How do I use the Mpeg-1 (and other files) that are on my DVD resource?
A. To open the Files from the DVD on the computer:
1. Insert the DVD (Make sure you have a DVD Drive).
2. Close any DVD software that might automatically open.
3. Open "My Computer" by Double-Clicking the icon on the desktop or from the Start Menu.
4. Right-Click on the DVD
5. Click on ‘Explore’ with the Left Mouse Button (LMB).
6. Double-Click on the Appropriate Mpeg-1 folder (or Right-Click and select "Explore" with the LMB).
7. All the Mpeg 1 files are located here.
8. Right-Click on the file you want.
9. Select "Copy" with the LMB.
10. Navigate to the Desktop on your computer by closing all open windows.
11. Right-Click on the Desktop and select "New" and click "Folder" with the LMB.
12. Name this folder "Bluefish Media".
13. Double-Click the "Bluefish Media" to open it.
14. Right-Click inside the folder and select "Paste" with the LMB.
15. A status bar will appear to let you know how long it will take to transfer the file.
16. When the file is completely copied, the icon will appear and the status bar will go away.
17. The file should now be copied into your new "Bluefish Media" folder.
Q. Can I make copies of the lessons for my other teachers?
A. Yes. We have made this resource free so that you can make additional copies for your teachers and others in your group.
Q. Am I allowed to play one of the Bluefish TV videos on my local cable TV channel or post it on my website?
A. Our videos are designed for small groups and church services. Our distribution rights do not allow our videos to be broadcast on cable television or website as a spot by itself. However, if the your church service is broadcast on television or online, you may play the video as a portion of the service.
Refer to the usage agreement during the download process to learn more about what is acceptable for the uses of the Bluefish TV videos.
Q. Can I forward my downloaded video clip to other people?
A. We have intentionally priced our videos so that they might be affordable for other teachers and pastors to download on their own. Please encourage others to purchase their own copy of the downloadable video at bluefishtv.com
Questions About Video Downloads
Q. I’m unable to see the Flash video previews.
A. Similar to YouTube, Google and a number of news sites, we use Flash 8 to display our previews. You may need to take 5 minutes to download the free Flash Player plug-in. This will allow you to see all of our previews.
Q. I’m unable to download the lesson plans or handouts.
A. Similar to other sites, we use the PDF file format for our downloadable documents. We recommend that you download this free software, Adobe Reader, to view the PDF files.
Q. Are these videos high enough quality to display on a large screen?
A. Yes. We pride ourselves in the high quality of our downloadable videos. All Bluefish TV downloadable videos are made for regular broadcast at 640x480. The H.264 video (recommended for some presentation software and Quicktime Pro) is a higher quality, but both the Mpeg-1 and H.264 are high enough quality to play on a large screen.
Q. Which formats are available for download?
A. We offer three high-quality formats for each of the video resources: mpeg-1, H.264, and an iPod format.
Mpeg-1 - It’s the largest file size, and is compatible with both Windows and Mac using Windows Media Player or Quicktime. We recommend using this format in presentation software (Powerpoint, MediaShout, Keynote).
H.264 - This is a smaller file size than Mpeg-1, and a higher quality. It can be used with both Windows and Mac provided that your computer is updated with the latest version of Quicktime 7. This format may be used in some presentation software, but will still require you to have the latest version of Quicktime 7 installed on your computer.
iPod - Because of the overwhelming demand, we created a special iPod version of our videos. This format is specially designed to easily be transferred into your iTunes library and onto your iPod.
Q. I don't feel comfortable entering my credit card info, is your site secure?
A. The
credit card information that you enter on the Bluefish TV site is
encrypted with 128-bit encryption code. It is not only encrypted in
our website, but also in our database. If you have any more questions
about the security of your credit card information, please submit an inquiry through the Contact Us page and we will answer any questions or concerns you might have about online security.
Q. When I click the "Download" button of the clip I would like, it doesn't do anything OR it sends me to another page on your website.
A. In this case, it is probably safe to assume that you pop-up blocker is keeping the website from bringing up the download window.
To disable your pop-up blocker:
-In Internet Explorer, go to Tools>Internet Options...>Privacy. At the bottom of this window is a "Pop-up Blocker" option. Make sure the "Block Pop-ups" box is unchecked and click "apply".
-On your Google or Yahoo Toolbar, there is an icon that will disable the pop-up blocker if you click it.
- If you have another program that you use to block pop-ups, you will need to disable it temporarily to download a resource from BluefishTV.com.
Q. What is your refund policy for downloads?
A. We do not have a refund policy available for any of our downloadable videos. If you are experiencing any problems with your downloaded resource, please submit an inquiry through the Contact Us page and we will make sure to correct the issue you may be having with the download.
Q. Can I forward the clip I downloaded to other people?
A. We have intentionally priced our videos so that they might be affordable for other teachers and pastors to download their own version. Please encourage others to purchase their own copy of the downloadable video on BluefishTV.com
Q. How long do I have to download my video clip after I’ve purchased it?
A. When you purchase a downloadable video, we provide you with a link to access it for an unlimited amount of time. However, you only have five chances to download each product. If after five attempts, the video won't download or doesn't play correctly, please visit our contact us page and we will reset your download attempts.
Q. Can I download Bluefish TV videos on a dial-up connection?
A. All Bluefish TV videos can be downloaded using a dial-up connection. However, because it is a dial-up connection, the download may take a long time. Because dial-up connections (regardless of the provider) have a tendency to disconnect in the middle of a download, we recommend downloading "Free Download Manager" so that you can re-start your download without losing any prior progress.
Q. I have completed my purchase, where do I go to download my videos?
A. We've made 3 convenient ways for you to access your downloadable items.
- Immediately following your purchase, a link will display that will direct you to your download page.
- By going to the "My Account" page on this site you can view a history of the products you purchased and links to begin downloading the resources.
- As
an added convenience, we have sent an email receipt to to the email address that you provided that contains the same link. Please note: This
email may take a few minutes to arrive due to any delays in your email
server.
Q. I did not receive an e-mail receipt after purchasing my video.
A. In some cases, your email may have been flagged as "junk e-mail" or
"spam". If the email is not located in your junk email folder or your
spam folder, you can find payment information in you own personalized "MyAccount" page on our website. You can view the status and history of all of your orders through Bluefish TV.
Q. The link in the e-mail I received does not work.
A. If this happens, use the link provided in your personalized “My Account” section. If this link does not work, please contact our customer service team by submitting an inquiry through our Contact Us page.
Q. When I hit "Download" it take me to another page, but does not let me download the video.
A. If you are using AOL to attempt to download, we recommend that you exit out of AOL and try using Internet Explorer. You will still be able to access the video that you purchased by following the directions below:
- Once you have opened "Internet Explorer" type www.bluefishtv.com in the address bar in the top.
- Click the "MyAccount" button in the top right of the website.
- Enter your username, password and the security word to log into your account.
- Now click "Order Status/Details" to view your order history and find the clip your are trying to download.
Q. How long should it take to download my file?
A. The time it takes to download your file is dependent upon your internet connection. For DSL/Cable users, the download should only take a matter of minutes. For dial-up users, the download will take longer depending on the service provider you are using. We also recommend that dial-up users download the "Free Download Manager" to enhance their download experience.
Q. What should I do if my download file stopped before finishing?
A. First, you have 5 attempts to download each clip that you have purchased. If it does not work, or stops downloading, try again by returning to the download page and re-downloading the clip.
If the problem persists, it may be caused by a slow connection:
If you are using a dial-up connection, we recommend downloading "Free Download Manager" before downloading on a dial-up connection. This is a free and will allow you to re-start your download without losing any prior progress.
If you are on a broadband connection (DSL, cable), return to the download page and simply restart the download.
If the problem persists, we recommend contacting your internet service provider. If they are unable to help you, submit an ingquiry to our customer service team through the Contact Us page.
Q. What is a “.zip file”, and how do I get my video out of it?
A. A “.zip file” is a commonly used way to package files and compress them slightly to speed up your download.
On a PC with Windows XP, you will need to right-click the folder after it has finished downloading and choose “Extract…” or “Unzip” to access your download.
On a Mac, double click the “.zip file” and it will automatically uncompress and create a folder on your desktop with both the video file and the user agreement.
Q. Can my Mac download “.zip files”?
A. Yes, on a Mac, double click the “.zip file” and it will automatically uncompress and create a folder on your desktop with both the video file and the user agreement. If this does not work, you may need to download "StuffIt Expander" a free download that will allow you to easily unzip folders on your Mac.
Q. I’m having trouble using my video with my iTunes/iPod.
A. As an added benefit to purchasing downloadable videos at BluefishTV.com, we offer an iPod version to add to your iTunes library. To transfer the videos to your iTunes/iPod, first make sure that you have downloaded the iPod version from the downloads page.
Then, follow these steps:
1. In iTunes, choose “Add to Library…” from the “File” menu.
2. Find the iPod video that you downloaded from the Bluefish store.
3. If your iPod automatically updates when you plug it into your computer, then the video will automatically load itself onto your video iPod. If you manually update your iPod when it is plugged into your computer, simply drag and drop the videos that you would like to load to your iPod from the iTunes library onto your iPod.
Q. I’m having trouble using my video with PowerPoint.
A. Before using videos from Bluefish TV in PowerPoint, make sure they have been unzipped.
When using our videos in PowerPoint, we recommend that you use the Mpeg-1 version. However the H.264 version may work on newer computers. To import the video into PowerPoint, follow these steps: (these steps based on latest version of PowerPoint)
1. In PowerPoint, go to the “Insert” menu.
2. Go to “Movies and Sounds” and choose “Movie from file…”.
3. Find your Bluefish TV movie file on your hard drive and select it.
4. From here, you will have the ability to resize and change the settings for the movie much like you would for a picture or graphic in PowerPoint.
*For the most reliable video playback, we recommend saving the video directly to your desktop, or in a folder on your desktop. For information on why this is so important, please visit: http://support.microsoft.com/default.aspx?scid=kb;en-us;841022
Questions About "Preferred Customer Program"
Q. What is the preferred customer program?
A. Our preferred customer program allows people that have purchased our resource in the past to receive our newest release for a free, no-obligation preview. If you preview the product and chose to purchase it, you can send a
check along with the invoice to the address found on the invoice, or
you can call our office at 972.560.5600 to make a payment by credit
card. Additionally, we provide pre-paid return postage to return the resource if it does not fit your needs.
Q. How do I qualify to become a Preferred Customer?
A. Simply purchase one of our shippable resources and you automatically qualify for the preferred customer program. If you prefer not to be a part of the preferred customer program, please fill out an inquiry on the Contact Us page.
Q. As a preferred customer, how much time do I have to preview the materials?
A. We ask you to let us know what you have decided to do within 30 days. If you feel like you need more time to make an informed decision about our resources, feel free to call our customer service team to ask for an extension at 972-560-5600.
Q. If I don’t have enough time to preview them, can I ask for more time?
A. Absolutely. To extend your preview time, visit our extensions page and enter your order number.
Q. Can I pay for these materials by credit card?
A. Yes. To pay for these resources using a credit card, please call our customer service team at 972-560-5600.
Questions About Bluefish TV
Q. Where did you come up with the name Bluefish TV?
A. Honestly, that’s a tough one to pin down. Our product development team talked and brainstormed about a name that would stick in your head. There really isn’t any symbolism behind the name BlueFish, but now that you’ve heard it – it will be hard to forget (we hope).
Q. What is your Doctrinal Statement?
A. Bluefish TV is a non-denominational ministry that supports thousands of church leaders and volunteers by creating videos to help them teach in both a church-wide and small group setting. Through cutting edge, relevant video based Bible studies and teaching illustrations we tee up the pressing issues of today in a way that allows leaders to communicate a message that fits their churches needs. Click on this link to view a list of Biblical doctrines that we follow.
Q. I know someone who has a story that would be a good fit for your next project. How should I let you know?
A. We’re always looking for great new story leads. Please go to our Contact Us page and send your name and e-mail. In the subject line write “Story Idea” and then write a brief description of the idea and submit it. We will contact you by e-mail if we have any questions.
Q. I’m interested in being a part of the Bluefish TV team. How do I apply?
A. Thanks for you interest in being a part of the Bluefish TV team. We’re always looking for creative, talented people to help us minister. Call our office to check for job openings at 972-560-5600.
Q. Where is Bluefish TV located?
A. Below is the physical address of the Bluefish TV offices.
Bluefish TV (view map)
3304 Essex Drive
Richardson, TX 75082
Directions:
-At the intersection of Central Expressway/75 and George Bush Turnpike/190, travel east on the George Bush Turnpike/190.
-Take the first exit which is Jupiter.
-On the service road, go to the second traffic light, Renner Rd.
-At Renner Road, turn left.
-Go through two traffic lights. (Second light is Shiloh)
-Move into the left lane.
-After about 200 yards turn left on Spectrum.
-Go to the end of Spectrum.
-At Essex, turn right.
-BLUEFISH is the second building on the right.
Questions About "My Account"
Q. I forgot my username/password. How do I login to my account?
A. The online account feature on our website is something that we have recently added with the launch of our updated site. If you have not purchased anything from our site or created an online account before July 22, 2006, then there is a good chance you do not yet have an online account with Bluefishtv.com
If you have already created an account and you do not remember you username or password, there is a link located in the "MyAccount" section labeled "Forgot username/password?". This link will direct you to a page that will allow you to type in your email address to retrieve your password. We will send a copy of your password to this account via email. Once you have your password, you can log in to your customer profile
and change your password to a different one you can more easily
remember.
Q. How can I update my account information?
A. After logging into BluefishTV.com using your username and password, you have the ability to change/edit your account information. Simply click the "MyAccount" link at the top of the page and follow the link to the information you would like to change.
Q. Is my information secure? What is your Privacy Policy?
A. Yes! We go to great lengths to make sure your information is secure. We understand your concern and assure you that your information will not be sold or distributed for any reason. If you have any further questions or concerns about the security of your information, please read through our Privacy Policy.
Q. I don't feel comfortable entering my credit card because my internet browser is telling me that the page is insecure. What should I do?
A. The credit card information that you enter on the Bluefish TV site is encrypted with 128-bit encrypition code. It is not only encrypted in our website, but also in our database. If you have any more questions about the security of your credit card information, feel free to send an inquiry from our Contact Us page.
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