Frequently Asked Questions


 

What is your Return Policy?

We have a 60-days, no questions asked, 100% Money-Back Guarantee! If you are unhappy with any product you receive, you may return it, undamaged and unopened, within 60 days of the date we shipped it and we will cheerfully refund your purchase price. We encourage our customers to inspect the contents of their package(s) as soon as their 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 60 days.

To qualify for the refund, product(s) must arrive at our warehouse within 60 days of the original shipment and in the same condition we shipped it - unopened, unused, and undamaged. Please repack the products carefully for the return trip to avoid damage in transit. Products that have be opened, used, or damaged in transit 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, contact our customer service department to make special arrangements.

For our customers' protection, we maintain a very high level of 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 the product is defective. In the event you receive a defective product, please contact us immediately, and 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.

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Do you have a "walk-in" store?

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.

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Do you have a catalog?

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 online 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.

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Is your site secure?

Scrapbook.com uses industry standard SSL encryption to ensure that privacy is ensured for each and every customer transaction. When you enter your credit card information it is transmitted to us in an encrypted (digitally scrambled) format which is 100% secure and hacker safe. For more information on how we protect your personal information, please see our security and privacy guarantee.

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How much will my shipping charge be?

Shipping charges are calculated based on the weight of the total package, the requested shipping speed, and the travel distance.

Shipping fees are not calculated based on the value of the order or the quantity of the items in the order.

Countries outside the U.S. may charge you additional taxes, customs fees or brokerage fees upon delivery. Please check your local customs office for more information. These fees are your responsibility.

If you would like to know how much your order will cost to ship, simply use the "quick shipping calculator" in your shopping cart. Just enter your zip code and state, select your preferred shipping method, and then click the "Apply" button. Your shipping charges will be calculated before you enter any billing information.

For detailed information on shipping charges and shipping times, please see our shipping information page.

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Can I place a fax or mail order?

Yes. Click here for details.

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What do I do if I'm having trouble ordering?

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.

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How do I know my order was received?

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 business 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.

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When can I expect to receive my order?

As soon as your order is placed we do everything possible to have your order processed, packaged, and shipped as quickly as possible. Currently, more than 95% of orders leave our warehouse in less than 1 business day. Take into consideration the distance between 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 and we make sure it leaves our warehouse fast.

Any orders that are 3-Day, 2-Day, or Next-Day are shipped the same business day they are ordered before noon MST and will ship the next business day if they are placed after noon MST.

Please note that if your shipping address is different from your billing address, there may be shipping delays if we determine that we need additional information from you to ensure that the order is not fraudulent.

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How can I find out the status of my order?

Once your order is shipped we will send you an order status e-mail with a tracking number - if it's available for your shipping method - 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.

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What happens if an item I ordered is found to be out of stock?

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.

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What if I need to make an adjustment to my order?

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 place a separate order.

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What payment options are available?

At this time, we accept all major credit cards - MasterCard, Visa, American Express and Discover - and PayPal.

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How can I obtain coupon codes?

There are several ways our customers can obtain coupons. There is a page on the website dedicated to coupons and specials which can be found here. Some promotions are mentioned in our weekly newsletters, so sign up today! Sometimes we'll send out special newsletters to our valued returning customers. Also, there are often coupons for future orders enclosed in your shipment.

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Can I use more than one coupon on an order?

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.

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How can I contact you?

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

Contact us here

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I saw that Scrapbook.com was rated 5-Star Service by Yahoo. What does this mean?

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 hundreds of thousands of satisfied customers and our order processing is quick and efficient. We listen to our customers; we care about and will take care of you!

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Do you ship internationally?

Yes. We are currently shipping to more than 100 international countries including Australia, Austria, Belgium, Canada, Denmark, Finland, France, France, Germany, Iceland, Ireland, Israel, Italy, Japan, Netherlands, New Zealand, Norway, Spain, Sweden, Switzerland, and the United Kingdom (Any State). 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.

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Do you sell wholesale?

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.

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I received my order, but it doesn't work! What can I do?

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

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I ordered an E-Book but it wasn't in my package when it arrived? Where is it?

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.

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I purchased and downloaded an E-Book and it just wasn't what I was looking for. Can I get a refund?

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.

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My computer crashed during download and I don't know what to do. Help!

Please see the FAQ below for instructions on accessing downloadable files after checkout.

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How do I access my downloadable items after checkout?

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.

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