 |
Shop by Category
Shop by Brand
Shop by Theme
Shop by Color
New Products Jill's Deals
Hot Products
Clearance
 | | Store > Scrapbook.com Superstore FAQs | |
|
Table of Contents
- What
is your Return Policy?
- Do
you have a "real" store?
- Do
you have a catalog?
- Is
your site secure?
- How
much will my shipping charges be?
- How
do I place an order?
- What
do I do if I'm having trouble ordering?
- How
do I know if my order has been received?
- When
can I expect to receive my order?
- How
can I find the status of my order?
- What
happens if an item I ordered is found to be out of stock?
- What
if I need to make an adjustment to my order?
- What
payment options are available?
- How can
I obtain coupon codes?
- Can I use
more than one coupon code?
- How can I
contact you?
- I
saw that Scrapbook.com has a 5-Star service rating by Yahoo. What does this mean?
- Do
you ship internationally?
- Do
you sell wholesale?
- I
received my order, but my item doesn't work. What can I do?
-
I ordered an E-book (or other digital products i.e. E-Cut,
E-Complete, E-Complete Storybook, Font, or E-Alphabet) but it wasn't in my package
when it arrived? Where is it?
- I purchased
and downloaded an E-book and it just wasn't
what I was looking for. Can I get a refund?
- My
computer crashed during download and I don't know what to do.. Help!
- How
do I access my downloadable products after checkout?
We have a liberal 60 days, no questions
asked, 100% Money Back Guarantee! If you are
unhappy with any products you receive, you may return them, undamaged, within
60 days of the date we shipped them, and we will cheerfully refund your purchase
price. We encourage our customers to inspect the contents of the package(s) as
soon as the order is delivered to ensure that you have plenty of time to take
advantage of our 60-day refund policy. Scrapbook.com will be unable to issue
any type of refund after the 60-days has expired.To qualify for the refund,
however, product(s) must arrive at our warehouse within 60 days of the original
shipment and in the same condition we shipped it--i.e. unopened, unused, and undamaged
merchandise. Please repack the products carefully for the return trip to avoid
damage in transit. Products that have be opened, used, or damaged will
not be accepted for return and will be returned to the customer at the customer's
expense. If you believe there will be a problem with the product reaching us within
the 60 day period, be sure to contact our customer service department to make
special arrangements. For our customers' protection, we maintain a very high
level of meticulous quality control on products shipped out of the Scrapbook.com
Superstore warehouse. Once in a great while a customer will inform us that they
open a product packaged by the manufacturer and there has been some damage that
we did not see in our product inspection. In the event you receive a defective
product, please contact us immediately, and if the information is not available
on the packaging itself, we will give you the directions on how to contact the
manufacturer for a replacement product.
If the return is due to our error,
we will, of course, refund your return shipping costs. Please note that the original
shipping charge is non-refundable.
If you are planning on returning an order please contact
us here or call 1-800-SCRAPBOOK to request a return authorization number.
Scrapbook.com is an Internet store with a large warehouse
distribution facility. We do not have a traditional brick and mortar store. Since
our customers are unable to physically visit us, we strive to make shopping at
our web store as close to the "real thing" as possible.
Many
customers inquire as to whether or not we have a catalog. Since our inventory
changes weekly it would be impossible to update in print form. Although, we do
not have a print catalog, we like to think of our web store as a virtual catalog.
All of our scrapbook supplies can be found in the store with a picture,
price, and description. Everything you need to know is right at your fingertips.
Scrapbook.com uses industry standard SSL encryption to ensure that
privacy is maintained with each and every customer transaction. When you enter
your credit card information it is transmitted to us in an encrypted or scrambled
format which is 100% secure and hacker safe. For more information, please see
our security and privacy guarantee.
Shipping charges are calculated based on the weight of the total package including the box, the requested shipping speed and the distance of travel.
Shipping fees are not calculated based on the value or quantity of the items in the order.
A handling charge will be applied to international packages. We do not charge any
handling fees on domestically destined packages (US or APO/FPO addresses).
If you would like to know how much your order will cost to ship,
simply place the item(s) in your cart, enter your shipping address, and press
Continue. Your shipping charges will be calculated before you enter any billing
information.
For more information on shipping charges and shipping
times, please see our shipping
info page.
Ordering from Scrapbook.com is as easy as 1-2-3: Once
you have located an item you are interested in purchasing, click on the order
button associated with that item. The item will then be transferred to your on-line
shopping cart. If you are interested in ordering more than one item, click on
the Keep Shopping button located below the shopping cart. NOTE:
You will see that the quantity of each item in your shopping cart defaults to
one. If you wish to order more than one of any of the items in your cart, change
the quantity to reflect the amount you wish to order. After you have selected
the quantities you wish to order, click on the ‘Update Quantities’ button located
below the shopping cart. You are now ready to check out. Click
on the ‘Check Out’ button located below the shopping cart. At this time, you will
be viewing our secure on-line ordering form. The order form is broken down as
follows:Page One Review your order for accuracy. If you
have a coupon code, be sure to enter it here. Please be sure to enter in the code
exactly as it was issued. Otherwise, the computer may not accept it. (Only one
coupon per order). Enter the address you would like Scrapbook.com to
ship the package to. Select the shipping method that applies to your
order. Click on Continue. Page Two
Enter your bill
to address if it differs from your ship to address. (If the two are the same,
simply select "Use Shipping Address") Enter your Email address.
We will send that address an email verifying the order has been received as well
as notice of the package ship date and tracking information (not applicable to
international clients). Next, feel free to make any comments, including
special instructions, in the comment box provided. Select the method
of payment you wish to use and provide the appropriate information. Confirm
your order. If the information is correct, click the Send Order button. If you
need to make any adjustments, click on the appropriate edit button. You can change
anything as long as the order has not been omitted.Click on "Place
Order" to have your order submitted for fulfillment.Page Three
The next screen should be a confirmation of your order, which includes an
order number. Print this page for your records. If you do not get to the confirmation
page please contact
us in order to confirm whether or not the order went through properly.
NOTE:
You may also place a fax or mail order. Click here
for details.
We do everything we can to ensure that shopping with us is as simple and pleasant
as possible. However, we both know that our computers sometimes have a mind
of their own! If this occurs, please do not hesitate to call. Our staff is happy
to help you. You can contact us by e-mail here
24 hours a day or by telephone at 480-832-5348 8:30 AM - 5:00 PM PST
M-F. Please note that only one coupon can be used per order. If two
coupon codes are entered into the coupon section of the online order form, neither
coupon will be accepted.
You may also place a fax or mail order. Click
here for details.
Back
to Top
You should receive a confirmation e-mail within minutes of placing your order
confirming that we received your order. If you do not receive it within 24
hours, please contact us via email here
for assistance.
AOL USERS: Please be aware that
AOL’s automatic SPAM filters have been intercepting emails from our store to our
customers and placing them in their SPAM folder to be deleted. These include,
but are not limited to, order confirmation emails and shipping emails containing
tracking numbers for packages. If you have not received an order confirmation
email, please check your SPAM folder before contacting customer service. Back
to Top
As soon as your order is placed we do everything
possible to have your order processed, packaged, and shipped as quickly as possible.
Currently, we are shipping orders in 1-3 business days. Then, you must take into
consideration the shipping time it takes to get from our warehouse, in Mesa,
Arizona to your destination. We know you are anxious to get your orders and
start scrapping, so we strive to get your order to you as quickly as possible.
Any orders that are RUSH or QUICK will get shipped out on the same day if they are ordered before noon MST and will ship the next business day if they are placed after 12:00 Noon MST. Back
to Top
Once
your order is shipped we will send you an order status e-mail with a tracking
number, if appropriate, allowing you to track your package while it is in transit.
If at any time you need information concerning the status of your order, you
can access your order info from our
order status page.
If you need further assistance you can contact
us here or you call 1-800-SCRAPBOOK (1-800-727-2726) 8:30 AM-5:00 PM PST
M-F. In order for us to serve you better it is helpful to have your order number
ready.
Our customer service representatives
are dedicated to ensure that each and every customer receives a response as quickly
as possible. Back to Top
If
an item you ordered is out of stock for whatever reason, we will deduct the amount
of the out of stock item from the total and adjust the shipping charge if applicable.
We understand
that some of you will not be able to utilize particular supplies unless the
entire order is available. In these cases we ask you to indicate a special request
in the "Comment Section" of your order form. We will be sure to contact
you if a specially requested item is unavailable. We
are very sorry, but we do not accept backorders at this time. Back
to Top
Our customer service department
is here to help. NOTE: Our customer service staff is available M-F 9:00
AM - 5:00 PM MST. After hours, please contact us by e-mail.
We will make every effort to accommodate your requests. You can contact
us here or call us at 1-800-SCRAPBOOK. If your order has not already been
shipped we will be happy to accommodate you. Additions lengthen the processing
time. For this reason, we encourage customers who are interested in adding
more than one or two items to go ahead and place a separate order.
Back
to Top
At
this time, credit cards are our only method of payment. We accept MasterCard,
Visa, American Express and Discover. Back
to Top
There
are several ways our customers can obtain coupons. From time to time, Scrapbook.com
will run promotions offering discounts on orders placed. These promotions are
mentioned in our weekly newsletters, so don't forget to sign up today! Sometimes
we'll send out special newsletters to our valued returning customers. Also, there
are coupons for future orders enclosed in your shipment. Back
to Top
We
can only accept 1 coupon per order. If 2 or more coupons are entered into the
coupon section of the online order form, neither coupon is accepted by the system.
Back to Top
You
can contact us by e-mail, by phone or by USPS mail:
Telephone:
1-800-SCRAPBOOK
Mailing
address:
SCRAPBOOK.COM SUPERSTORE 6024 East Main Street
Mesa, Arizona 85205
Customer Service Email:
Contact
us here
Back
to Top
The Top Service
Star next to a store's name is a sign of superlative quality. It means that the
store is participating in Yahoo's Customer Rating Program, and that customers
who have ordered from that store have given it the highest ratings. Those stores
with a star are the "best of the best", with at least 95% positive ratings.
We've had thousands of satisfied customers and our order processing is quick and
efficient. We listen to our customers, we care about and take care of our customers!
Back to Top
Yes. We
are currently shipping to some international countries including Australia,
Austria, Belgium, Denmark, Finland, France, France, Germany,
Iceland, Ireland, Israel, Italy, Japan, Netherlands, New Zealand, Norway,
Spain, Sweden, Switzerland, United Kingdom (Any State) and select others.
We also ship to the 50 United States, U.S. territories, and military PO boxes.
If you are interested in placing an order and we do not currently ship to
your country, please contact our customer service team here
to suggest your country.
Back
to Top
We do
not sell wholesale. Scrapbook.com is a retailer and does not offer wholesale
pricing. We do offer discounts on some bulk purchases, but you must contact
Customer Service here
with your requests to see if this would be available for your particular purchase.
Back to Top
If your product arrives safely, but has a manufacturing
defect, please contact
our Customer Service team . The manufacturer will have to be contacted to
replace the item, and our team can either give you the contact information or
contact them for you, depending on what the particular manufacturer's instructions
are for such occurrences. For detailed inquiries you can see our Return
Policy
An Electronic Book (e-book) is a downloadable product, and not something that will
be shipped to you. If you need help downloading, please see the Downloadable
Product Instructions. Back
to Top
We want you to be happy
with your purchase, and will refund your money if you are not satisfied with the
purchase. Please be aware that you must contact us within 60 days of your purchase
to receive the refund. After that time, we no longer have access to your credit
card information and will not be able to honor the request. Back
to Top
Please see the FAQ below for instructions on accessing
downloadable files after checkout. Back
to Top
Downloadable Instructions: To
access your E-cut or E-book, please follow these steps:
Refer
to the email you received when you placed your order. At the bottom of this email
there will be a link that says "You can always find out the current status
of your order by going to…" Left click on that link. This will take you to
the order confirmation page of our order processor. After each downloadable product,
you will see a red rectangle labeled "Download Now". Left click on the
rectangle. This will take you to a page that will ask for your credit card number
to verify that you are authorized to download the items. You will not be charged
for anything, it is only for verification. After the credit card information is
entered, you will see the order confirmation page of the order processor again.
This time, right click on the red "Download Now" rectangle. A menu will
come up. Select the option that says "Save Target As" and then select
where you want to save the downloadable product. Make sure to take note of where
you are saving the file, so that you can find it again at a later time. The computer
will then save the file to your hard drive.
If
you have any further questions or are unable to find the confirmation email,
please contact
customer service.
Back
to Top
|
|
|
|
| | | |
| |
|
