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 4 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 which includes which shipping method was used (either USPS or UPS). You will also receive a tracking number by email from USPS or UPS Quantum View, please keep your tracking information 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 some 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?
We do not keep any payment information on file so we have no way to charge you for extra items. If you contact us before your order ships (via email or phone) we can let you know how to place a second order with free shipping so that we can ship both orders together.
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 on the price difference, we are unable to because we paid a higher price for the item you bought. If we were to do that, we would not be able to offer lower prices and we always want to be able to pass our savings on to you.
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. You can enter your email address where it says: Click here to be notified when this item is back in stock!
It will send you an email when the item is back in stock.
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 payment method 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, and Stickles. All our products come directly from the Factory and to ensure the items 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 website and are no longer returnable.
All items returned / refused without a valid RMA# will not be processed and return shipping is customers responsibility.
What is your cancellation policy?
We can only cancel orders prior to shipping. Once a shipping label has been created we will no longer be able to cancel an order.
Reporting a shortage on an order.
All shortages or damages must be notified within 5 business days of receiving the 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 the missing / lost order is not reported within this time frame. We always email tracking information 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. This 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 and double check your email address for typo's.
How much is shipping?
Please see Shipping Rates.
Do you ship outside of the United States?
Yes. Please see our Shipping page for details https://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 billing and shipping address.
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 information. Click the Submit Order button. Once your payment is approved you will return to our site to view your invoice. You will receive a copy of your invoice by email, so make sure to check your email address for typo's. once you order has been shipped, you will received another email with 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 try to offer the lowest prices upfront, so we do not offer coupon codes. We do send out emails when we are offering a free gift promotion or when certain items are on sale. If you would like to get these emails you can sign up for them 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.