FAQ

  • Who is beyond this E-Shop?
  • DNA educational games, www.dna-games.co.il, is the company that provide all the management and operation services.

    The company had cooperation agreements with religious organizations, special and unique stores

    and private people who want to distribute quality and special products from the Holy Land.


  • Questions about payment methods and sales tax:
  • What payment methods does DNA accept?
  • DNA uses PayPal as a payment gateway system that provides a secure connection between you and our online shop.

    DNA accepts all PayPal payment method!

    1. All major credit cards accepted:
    2. No programming skills required
    3. You don't even need to have a PayPal account.

    For further information about PayPal, please view at https://www.paypal.com

  • When will my credit card be charged?
  • Once your order is complete and is ready for shipment your credit card will be charged for the total amount.
  • How will the charge show up on my credit card?
  • The charge will appear on your credit card as: "DNA educational games"
  • How do I know if my payment has gone through?
  • When using credit card to pay for your online orders, a successful payment page will appear on the screen,

    notifying you that your payment has been processed.

    If your payment fails, a failed payment page will show up on your screen.

    If you have any doubts about the status of your payment, please contact our customer service.

  • Do I have to pay tax on online orders?
  • No. You will not be required to pay sales tax or VAT on online purchases at DNA.
  • Which currency is used for payments? How can I determine how much your prices are in my own country's currency?
  • DNA uses US dollars, which means that your credit card will be charged in US dollars. In order to find out how much an item will cost you in your local currency, use an online currency converter.
  • Can I get the invoice of my order?
  • Yes. You will receive two tax invoices: Once your payment has been received and your item has been shipped to you, an email will be sent to you, which include your invoice. A second invoice will be attached to the parcel that has been sent to you. The invoices include the shipping costs.
  • Are all items on the web site made to order?
  • All of the products on the web site are high quality and made to be order.
  • What if an item is found to be out of stock after my order has been already placed?
  • Although we keep stock on most of the items and update our stock on a regular basis, if for some reason an item is no longer available, we will cancel the item from the order.

    We will obviously not charge you for the item and you will be informed by email of the unavailability of the item you selected.

    Our online shop carries a wide variety of products and we hope you will be able to find a comparable option.

  • How do I order online?
  • Ordering online with DNA is very easy! Please follow the steps described below in order to complete your order:
    1. Visit our products page by accessing DNA’s E-shop.
    2. Find the item you would like to purchase and add it to your personal shopping cart by clicking the "Add to Cart" button. Please note that you will not be brought to the shopping cart page until you click the “view cart” button. You may continue browsing for more items before clicking the “view cart” button, by repeating the same action described above. All items will remain in your cart while you continue shopping.
    3. Once the item(s) you wish to purchase has been added to your cart, you can click the “view cart” button. By doing this, you will be brought to your shopping cart. You may now complete the cart details and the shipping information (shipping destination+ Shipping Method: EMS or airmail). Please note that you can remove an item from your cart by clicking the “remove” button. You can also adjust the Quantity of Items in your cart by changing the number that appears in the text box, under the “quantity field”. If you do make such a change (to the quantity of an item in your cart), you must click “Enter” in order to recalculate the total price of your purchase.
    4. You are now ready to begin to the checkout process by clicking the “Check out” or the “Check out with Pay-Pal” buttons and following the onscreen instructions by providing the required Payment Information.
    5. Once your order has been accepted and your payment has been received, you will receive an order confirmation email with an order number/tracking link that will later on serve you to check the status of your order.
  • Can I place an order over the phone, by email or by fax?
  • Although placing orders online is very easy, you can always order any of the products on the website by phone: +66-8-50688497 Monday to Friday between 9AM and 6PM.

    You can also place an order by sending an email: office@dna-games.co.il Or Fax: +972-153-9-7440542 Be sure to indicate your postal address for delivery, as well as the description of the product you wish to purchase.

  • How can I talk to someone about my order?
  • Just call our customer service, and we will be happy to assist you: +66-8-50688497
  • How do I track my order?
  • Once your order has been accepted and your payment has been received, you will receive a confirmation email with an order number/tracking link. If you want to track your order, go to this link.
  • What happens if I don't receive my order?
  • If you didn’t receive your order, you must report this to us, so we can do our best to help you. Contact us by phone to: +66-8-50688497, or email us to the following email address: office@dna-games.co.il
  • What if I cancel, or change my order after it has been submitted?
  • Please double check your shopping cart and review your order prior to submitting it. Since we try to do our best to pack and ship your order as quickly as possible, it is difficult to change an order once it has been submitted.

    Try emailing us or calling our customer service, +66-8-50688497, as soon as possible, and we will check if we can comply with your request.

  • Will I have to pay additional import charges when my shipment arrives?
  • It does depend only of your country tax law. The customer is responsible to pay all additional charges levied by respective country.
  • Questions about shipping
  • What shipping providers do you use?
  • We use the Israeli Postal Company for domestic (inside Israel) as well as for International deliveries. We offer two shipping options:

    Registered Mail: this service will take approximately between 14 to 21 working days from the day your order is shipped (This option is available for parcels which do not weigh more than 2kg according to the Postal Services policy).

    Express Mail (EMS): this service will take approximately 2-3 (working) days from the day your order is shipped. (This service is available for parcels weighing up to 20kg). In case items ordered weigh more, they will be shipped in multiple parcels.

  • Does DNA ship anywhere in the world? Do you ship to my country?
  • Since our orders are shipped via the Israeli Postal Company, DNA will ship to any location in the world that the Israeli Postal Company will service.

    The order will be delivered by your local post office. The box below contains all countries Israeli Postal Company is servicing at this time. If your country is not listed, please inform us so we can try to assist you.

  • Do you ship to PO BOX or to work addresses?
  • We can deliver your items to your permanent residential address, to your place of employment or to PO Box addresses. All you have to do is to provide the address where you would like to receive your order to, as your shipping address.
  • How much are the shipping cost?
  • Shipping fees will be calculated automatically once you placed an item in the shopping cart, based on the weight of the products in your order, the shipping destination and the shipping rates determined by the Israeli Postal Company.
  • Once I place my order, how long will it be until you ship it? When can I expect it?
  • Your items will be shipped within 48 hours of receipt. From there it should be delivered within the timescale set out by the Israeli Postal Company (see the above question- “What shipping providers do you use?”). As soon as your order is dispatched, we will send you an email notifying you that it's on its way.
  • Can you ship an order to someone as a gift from me?
  • Yes, of course! Make sure to include the address of the person you would like to surprise as the shipping address. You can also purchase a DNA gift card if you just can’t decide on what might make the perfect gift. Gift Cards are available in the following denominations: $25, $50, $75 and $100.

    In order to purchase a gift card, all you have to do is to access the product page, to choose the card you want and to add it to the Shopping Cart by clicking on “Add to Cart.”

  • Can I change the shipping address for my order?
  • If you entered the wrong shipping address, please contact us immediately. If your gift has not yet been shipped, we will be happy to change the address. Once an order has been shipped, it will be impossible to change the incorrect shipping address.
  • What do I do in case there is a problem with my shipping? What happens if my order is returned to you because it is undeliverable?
  • For all of your shipping needs and questions, contact our customer service. We can often call the shipping providers directly, investigate the source of the problem and work out a solution.
  • I have received my order, but one of the items in my order is incorrect, is defected or is missing from my order. What do I do?
  • If one of the items in your order is incorrect, defected or missing, please get in touch with our Customer Service and let us know straight away. We will look up your order, verify it and send the missing items.
  • Questions about products
  • How do I search for a product?
  • You can search for a product by accessing our E-shop. Our products are organized into categories, which make them searchable for our customers. Select the category you are interested in and click on it. Scroll down to view all products in that category that will then be shown on the screen. You can also search for a product by its popularity, by price range or alphabetically
  • What if I have a question about a product?
  • Our Customer Service representatives will be delighted to answer your product questions. Simply call: +66-8-50688497, Monday to Friday between 9AM and 6PM.
  • Questions about returns, exchanges and refunds
  • Returns and refunds in case of dissatisfaction about a product:
  • If you are not 100% satisfied with the item you ordered, please follow the steps described below:
    1. Notify us by email within 30 days of receiving your package, providing your name, order number, address, daytime phone number , date of purchase and the reason why you would like to return/exchange the item
    2. One of our Customer Service representatives will contact you within 48 hours and will provide you with the specific return instructions.
    3. Once you get the authorization from our Customer Service to return your item, re-package the product and send the package to:

      Hagai Rom

      13, hatsivoni st'

      Kfar – Saba 44413

      ISRAEL


      Please make sure to obtain a certificate of postage from your Post office that you will be able to present in case of a loss.

    4. We will accept your return and will refund you for the amount of the items purchased under the following conditions:
      • Return of items within 30 days of delivery date.
      • Items with the original invoice.
      • Item is unused, not damaged (in case the reason for returning is dissatisfaction from the purchase) and is in its original condition including all packaged accessories.
    5. Once we receive your return package, you will be refunded the cost of the items originally paid. Refunds will be issued in the original form of payment only.
    6. We will notify you by email once we have processed your return and issued your refund.
    7. Please remember that you are sending the package back to Israel, which might take up to three weeks from the day you send the package until it reaches our offices. From there, it might take 14 more days until the refund will appear on your account due to the long processing time for international credit card transactions.
    8. Please also note that we are unable to refund return shipping fees unless the return is the result of our error.
  • Returns and refunds in case of receipt of a damaged product
  • If you have received an incorrectly, damaged or defective product, please let us know immediately by calling our Customer Service, +66-8-50688497, or by emailing us at: office@dna-games.co.il, the same day of its receipt. We will replace or refund your order free of charge.
  • Questions about our Privacy Policy
  • Does DNA Share the Information It Receives?
  • We appreciate your trust and want you to feel confident in our services and security as it relates to your personal information. Ordering at DNA is safe, secure and easy! Your Privacy is important to us and we are committed to protecting it. We assure you that any personal information that is collected remains confidential and is used only for the purpose of improving your service experience with us (responding to your individual needs, improving our website and our customer service, processing transactions and communicating with you).
  • What Information will DNA collect from you?
  • You provide us information that we receive and store whenever you interact with our website: search for a product, place an order track it. As a result of those actions, you will be requested to supply us with such information as your name, address, e-mail address, phone numbers, credit card information and addresses of people to whom purchases have been shipped).

    When contacting our Consumer Service (by phone, e-mail or fax) we may ask you for the same kind of information as indicated above, so that we can respond to your questions or comments.

    DNA ensures the confidentiality of the personal information you provide and will not knowingly disclose it or make it available to any third party.

  • How do we protect your information?
  • We implement a variety of security measures to maintain the safety of your personal information when you access your personal information or place an order:
    1. We protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, a protocol that manages the security of a message transmission on the Internet by encrypting information you input. All supplied information (including Credit Card information) is encrypted into our Database to be only accessed by
    2. The information you exchange between your browser and the DNA servers can only be unencrypted by those authorized with special access rights to our systems, and are required to keep the information confidential.
    3. We reveal only the last four digits of your credit card numbers when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing.
    4. In order to ensure a safe transaction in the use of your credit card, we use Paypal as our only payment receiving tool. PayPal protects your credit card information and is one of the safest ways to buy online, since you may pay us securely without exposing your credit card information to us. (For further information about PayPal, please view at https://www.paypal.com).
    5. We can only guarantee secure transactions with orders placed directly from our website using our secure online ordering system. We cannot guarantee secure transactions for orders sent to us via e-mail.
  • Is your Privacy Policy subject to change?
  • If you choose to visit our website, your visit and any dispute over privacy is subject to this Notice and our Conditions of Use. We reserve the right, at our discretion, to change, modify, add or remove portions of this Policy at any time. Therefore, you should check our Web site frequently to see recent changes. Any changes to our privacy policy will be posted on this page.
  • What if I have a question regarding our Privacy Policy?
  • If you have any questions or concerns regarding our privacy policy, please contact our customer service, +66-8-50688497, and we will try to resolve it.