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Frequently Asked Questions


What is the Scrapjazz.com Return Policy?

We have a 60-days, no questions asked, 100% Money-Back Guarantee! If you are dissatisfied with any product you receive in your order, you may return it, unopened and undamaged, within 60 days from the date it was shipped. Upon return of the products in compliance with our return policy, we will cheerfully refund the product cost of the item(s) returned. We encourage you to inspect the contents of your package(s) as soon as you receive it to ensure that you have sufficient time to evaluate the products inside of the 60-day return window. Scrapjazz.com will not issue refunds after 60 days.

To qualify for a refund, product(s) must be delivered to our warehouse within 60 days of the original shipment. The product(s) must arrive in the same condition we shipped them - unopened, undamaged, and unused. Please package the product(s) carefully for the return trip in order to avoid damage in transit. Products that have be opened, used, or damaged in transit will not be accepted for return or refund 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 return window, please contact our customer service department to make special arrangements.

For your protection, we maintain a very high level of quality control on products shipped out of the Scrapjazz.com warehouse. Occassionaly a customer will inform us that they open a product packaged by the manufacturer and the product is defective. If you receive a defective product, please contact us immediately and we will provide you with directions on how to contact the manufacturer for a replacement product.

If your return is required due to our error, we will pay for return shipping costs, provided that the return is pre-approved and you have received a return authorization (RMA) number. Please note that the original shipping charge is non-refundable. 

If you are planning on returning an order please contact us here or call 480-265-9299 to request a return authorization number (RMA).

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Do you have a "walk-in" store I can visit?

Scrapjazz.com is an Internet store with a large warehouse distribution facility. We are not a brick-and-mortar retail store. Because our customers are unable to physically visit us, we strive to make shopping at our web store as close to the "in-store experience" as possible.
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Do you have a catalog you could mail me?

Customers often inquire as to whether or not we have a catalog. Our inventory changes weekly it would is impossible to update a catalog in print form regularly enough to reflect the contents of our store. Although we do not have a print catalog, we think of our online store as a virtual catalog. All of our scrapbook supplies can be found in the store with a picture, price, description, and - in many cases - product reviews and project ideas.
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Is the Scrapjazz.com site secure?

Our website employs industry-standard SSL encryption to ensure that privacy for each and every customer transaction. When you enter and submit your credit-card information it is transmitted to us in a digitally scrambled (encrypted) format which is 100% secure and hacker safe. For more information on how we protect your personal information, please see our security and privacy policy.
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What will my shipping charges be?

Shipping charges are either a flat rate (if the order qualifies) or else calculated based on the weight of the total package, the requested shipping speed, and the travel distance. You can see your shipping charge before providing any billing information be using the shipping calculator in the shopping cart.

Except when otherwise specified, 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. Simply enter your zip code and state, then select your preferred shipping method and click the "Apply" button. Your shipping charges will calculate before you are required enter any billing information.

For detailed information on shipping charges and shipping times, please visit our shipping information page.
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Can I place a fax or mail order?

Not at this time.

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

If our site is giving you problems ordering, please do not hesitate to call or email us. 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.
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How will I know that my order was received?

We will email you an order-receipt confirmation within minutes of placing your order. If you do not receive the confirmation 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 sent from us and placing them in users' SPAM folders for deletion. 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 from us, please first check your SPAM folder before contacting Scrapjazz.com customer service staff.

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When can I expect my order to be delivered?

As soon as your order is placed we begin processing your order. We do all we can to pick, package, and ship your order as quickly as possible. We are scrapbookers, too, and we understand that scrapbookers need their products as quickly as possible for their projects. Currently, we are shipping orders in 1-3 business days. Deliver times will ultimately be determined by the distance between our warehouse in Mesa, Arizona and your address. We know you are anxious to get your orders and start scrapping, so we are working as fast as we can!

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

Please note that if your billing address is different from your shipping 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 the status of my order?

When your order ships 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 480-265-9299 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 after I order it?

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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How do I change my order after it is submitted?

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 480-265-9299. If your order has not already been shipped we will be happy to accommodate you. Please be aware that additions lengthen the processing time for orders so you will not receive them as timely. For this reason, we encourage customers who are interested in adding more than one or two items to their orders to place a separate order.

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What payment options are available?

We accept all major credit cards - MasterCard, Visa, American Express and Discover. We also accept PayPal.
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How can I obtain coupon codes to the Scrapjazz.com store?

There is a page on the Scrapjazz.com website dedicated to coupons and specials. You can find that page here. Some promotions are mentioned in our weekly newsletters. Other times, we'll send special newsletters to our valued existing customers. We also occassionally include coupons in shipped packages.
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Can I use more than one coupon code at a time?

You may only use one coupon per order. If two or more coupons are entered into the coupon filed of the online order form, neither coupon will be accepted by the system.
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How can I contact your offices?

You may contact us by e-mail, by phone or by mail

  Telephone: 480-265-9299

Mailing Address: 
6024 East Main Street
Mesa, Arizona 85205

Contact us here

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Do you ship internationally?

Yes. We currently ship 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 international order and we do not currently ship to your country, please contact our customer service team here to suggest that we add your country to our shipping destinations.
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Do you sell wholesale?

We do not sell wholesale. Scrapjazz.com is solely an online retailer and does not offer wholesale pricing. We offer discounts on some bulk purchases. For information about buying products in large quantities, please contact Customer Service here with your request. We will do our best to work with you.
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I received my order, but my item doesn't work! What can I do?

If your product arrives without transit damage, but has a manufacturing defect, please contact our Customer Service team . The manufacturer will 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 requirements are for replacements. For detailed inquiries please review our Return Policy
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