F.A.Q.

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) and the tracking number.

What if I get a defective Item?
If you receive an item that is defective, you must contact us with 14 days of receiving your order. Please email us at contact@scrapbookpal.com with your order number and the item(s). 

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. 

The Item I want to purchase is out of stock?
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!
We will then 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 the customer's 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 individual pens, Copic Markers, Liquid Pearls 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.

I received a shortage on my order?
All shortages or damages must be reported within 5 business days of receiving the package.

My Shipment got lost in transit?
Any order that is lost in shipping, must be reported within 5 business days of the tracking delivery date. No refunds or re-shipments will be made if the missing / lost order is not reported within this time frame. We email tracking information at time of shipment. Please check on the status of your order if you haven't received it within 5 business days of getting shipment confirmation.

International Shipments:
We do not offer insurance on shipments made out of the US.  We are not responsible for any items lost in transit. 

What countries do you ship to? Canada, Australia, Denmark, Finland, France, Germany, Ireland, Italy, New Zealand, Norway, Russian Federation, Singapore, South Africa, Spain, Sweden, Switzerland, Thailand, United Arab Emirates, and the United Kingdom.

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 information.

I'm not getting email confirmation of my order?
To help insure our emails get to your inbox please add contact@scrapbookpal.com to your address book and double check your email address for typo's. If you still are not finding an email confirmation, please check your junk folder. 

How much is shipping?
Please see Shipping Rates.

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 Shopping Cart button in the upper right 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 email address, Shipping Address, Billing Address, agree to the terms & condition and enter your payment information. Click the Place Order button. You will receive a confirmation email with your invoice.

Once your order has been shipped, you will received another email with tracking information. All emails from us will come from contact@scrapbookpal.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 contact@scrapbookpal.com 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?
When we offer coupons, specials or free gifts, we send out emails and / or put it on our Facebook page. If you would like to receive notification of our promotions, you can sign up for our email list and join our Facebook page

Where are you located?
We are located just outside of Salt Lake City, Utah.

What is your privacy policy?
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.