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How do I use a coupon code?
During the checkout process there is a place to enter the coupon code during Step 5. (Order Confirmation) This is done right before entering your payment method.
What is your shipping policy?
We ship 98% of all orders received Monday thru Friday by 2:00 pm MST the same day, excluding holidays. Orders received on a weekend or holiday will ship on the next business day. Most orders are shipped using Priority Mail or 1st Class Mail and typically arrive in 2 to 3 days (not counting Sundays). Large orders (weight or dollar amount) may be shipped using UPS Ground, which averages 1-5 business days. At time of shipment you will receive an email notification that your order has been sent and which shipping method was used, either Priority Mail or UPS. You will also receive a tracking number by email from USPS or UPS Quantum View, please keep your tracking info until you receive your package
What if I get a defective Item?
If you receive an item that is defective you must contact us with 7 days of receiving your order. Please email us at email@example.com with your order number and the item(s). Depending on the item so Brands take care of defective items directly and we will get you the contact information. Other items we will handle directly.
Can I add to an order?
Sorry, but we have no way to charge your card for more then when you placed the order, so we are unable to add to an exisiting order.
Because our costs on products change from order to order we sometimes have the ability to lower the price on items either for a short time or permanently. This can cause a problem as sometimes a customer buys right before we lower the price, while we would like to be able to offer a refund of the difference we can't because we paid a higher price for the item you bought. If we were to do that, we just would not be able to offer lower prices ever and we always want to be able to pass our savings on to you.
We try to keep our inventory up-to-date, however we do run out of products from time to time. Depending on the item and how long it will take to get in we will either back order or cancel the item. If your item is Back Ordered we will ship it for no additional shipping charges as soon as it comes in.
We try to keep everything in stock and up to date on our site. If an item is out of stock there will not be a box to enter quantities into.
What is your return policy?
We have a 30 day return policy (see exclusion list below) if it has not been opened and is still in the same condition as when we sent it to you. Simply email us telling us what you want to return and the order I.D. # that you purchased it on. We will issue a return authorization number that must be included with the returned merchandise. Credit will be promptly issued to your credit card when we receive the returned item(s). Please keep in mind shipping costs are not refundable and return shipping is customers responsibility.
All returns must be in NEW / UNOPENED condition. Any item that is returned either opened or used will NOT be issued a refund. Because we want to ensure that all the items we ship to our customers are new we have to strictly enforce this policy. Any items returned that are opened or used will not receive a refund and will only be returned to you if you pay postage to ship back, otherwise they will be discarded.
Items that are not returnable:
We can not accept returns on open stock items, like Pens, Copic Markers, Stickles. All our products come directly from the Factory and to ensure the pens, markers etc we ship to you are new / unused we do not accept returns on them as there is no way to verify that these items are unused.
Clearance Items are not returnable. Once clearance items sell out they are removed from our site so no returns allowed on clearance items.
All items returned / refused without a valid RMA# will not be processed and return shipping is customers responsibility.
What is your cancellation policy?
Once an order is shipped our return policy applies (see above). If an order is canceled and confirmed canceled by us prior to shipping there is a 5% cancellation fee that will be charged.
Reporting a shortage on an order.
All shortages or damages must be notified within 5 business days of receiving package.
Shipments lost in Transit.
Any order that is lost in shipping must be reported within 5 business days from the time tracking information shows as delivered. No refunds or reshipments will be made if missing / lost order is not reported within this time frame. We always email tracking info at time of shipment so please check on the status of your order if you haven't received it within 5 business days of getting shipment confirmation.
We do not offer insurance on shipments made out of the US. We are not responsible for any items lost in transit.
Do you accept Paypal?
Yes, please select Paypal during checkout.
Do you use SSL encryption?
Yes. What does this mean. It means you will have a safe shopping experience with us, without having to worry about your credit card.
I'm not getting email confirmation of my order.
To help insure our emails get to your inbox please add firstname.lastname@example.org to your address book.
How much is shipping?
Please see Shipping Rates.
Do you ship outside of the United States?
Yes. Please see our Shipping page for details http://www.scrapbookpal.com/shipping/
Do you ship to APOs and AEs?
Yes, we are happy to ship to you under our regular US shipping terms.
Can I have my order shipped to another place other then my billing address?
Yes, you can. During checkout there is a place for both the bill to and ship to.
How do I check out?
After adding items to your cart, click on the View Shopping Cart button in the upper left hand of your screen. This will take you to your cart. Make sure everything in the cart is correct and click the Checkout button. Enter your Billing Information, Shipping Address and credit card information. Make sure to include your email address so we can send you tracking info. Click the Submit Order button. Once your payment is approved you will return to our site to view your invoice. Please make sure to print a copy of the invoice for your records. You will also receive a copy of your order by email. An email will be sent when your order is shipped. Finally, you will receive an email from the shipper (UPS or USPS) with your tracking information. All emails from us will come from email@example.com. Please make sure to add this address to your contact list so it doesn't go to your junk mail.
What type of payment do you accept?
We accept Visa, Mastercard, American Express, Discover and Paypal.
When will my credit card be charged?
Your card is charged when you submit your order.
How can I contact ScrapbookPal.com?
You can email us at firstname.lastname@example.org with any questions or comments. We respond within 24 hours, excluding weekends and holidays. If you need immediate attention please call us at 801-719-2474.
Where do I get a coupon code?
We regularly send coupon codes and product announcements to our customers. If you have not ordered from us, but would like to receive coupons and product announcements, please join our list by typing your email address into the box at the top of the page and click Signup. We DO NOT sell or share any information collected on our website.
Where are you located?
We are located just outside of Salt Lake City, Utah.
ScrapbookPal.com will NEVER share your information with another company or individual.
Do you have a catalog?
We are an online site only and do not have a printed catalog.
We try to keep all our product images up to date, however due to manufacturers changing product packaging we can not guarantee the product we ship to you will be in the same package as pictured on our site. Please keep in mind that while the packaging may change the product inside will be the correct item.