Frequently Asked Questions (FAQ)

Have a question? Please write us at for fastest response. You can also reach us by phone at 224-308-4369.

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Most orders of $70 or more in qualified items for US delivery receive free shipping (Details).
Our goal is to get all orders out in 24-48 hours. We get lots of emails thanking us for shipping so quickly. But there are times when it might take longer, such as when there is a major sale, a big holiday, or an important new product release. And once in a while, we might find that the last item we had in inventory is damaged or missing, and that we need to order a replacement. If you have a deadline, please let us know about it by emailing us, and we will try to accommodate your needs. Please also let us know if you won't be at home certain days, or if we shouldn't ship until after a certain day if you're leaving for vacation. Don't forget that the USPS delivers on Saturdays too!
We usually ship in 24-48 hours (please see previous question for details). All orders ship via the US Postal Service. For US orders, we ship either First Class or Priority Mail. Priority Mail takes 2-3 days (but the US Postal Service does not guarantee this timeframe, and packages are occasionally misrouted in their system). First Class varies, but usually arrives in 2-7 days. Some products (such as alcohol and solvent based ink refills) cannot be shipped by air - if your order contains one or more of these items, we will ship your order by Parcel Post. Parcel Post can take 1 to 2 weeks. For international orders, it can vary from country to country, but most orders arrive within 2 weeks. However, 4-6 weeks is not unusual, and we have even had one or two instances where an order took 8 weeks to arrive.
Only in stock items can be put in your cart. If you have successfully placed an item in your shopping cart, then it is currently in our inventory, here on site. If we only have one or two of an item in stock, and you put more than what we have in your cart, you may see a message about the excess items having been removed. But if you still see the item listed in your shopping cart, we have it, and it will be yours if you're the first to check out with it.
All orders in the US have tracking info. We have the USPS email you your tracking information automatically. If you created an account, you can always see the status of your order and its tracking information on our site, once you've logged in. International orders may or may not have tracking information, depending on which shipping method was used.
US orders of $70 or more in qualified products receive free shipping. US orders less than $70 start at $5.99 shipping, but heavier orders may cost more. The exact charge depends on the weight of your order, and where your order is being shipped. Our site will show you the correct charge for the items in your cart once you've entered your zipcode, or logged into your account.
Orders for US addresses are sent via USPS First Class or Priority Mail. Free shipping is also currently done via USPS First Class or Priority Mail.
International shipping depends on the destination and the package weight - if your country is supported on the site, the shipping rate is shown in your cart after you've picked your country.
Call or write - we're happy to help! We can take your payment information over the phone, and process your payment that way. Never email your credit card to us or anyone else - email is not a secure medium.
We accept credit cards and PayPal. We also accept checks, but your order will not ship until the check has cleared, which may take up to 10 days. Money Orders are better than checks, because we can send your order out right away.
Yes! From the review page, select "Edit" next to "Payment Method". On the next page, select PayPal, and push the button to confirm your selection.
Yes. But most of the time when people ask this question, we find they are simply uncomfortable providing their credit card information over the Internet. If you can, we prefer that you select "Check" as your payment method (you will need to leave the "Create Account" box checked during checkout), and then call us with your credit card information (or ask us to call you) once your order has been submitted. If you've simply never ordered online before, and need someone to help you figure it out, we're more than happy to walk you through everything over the phone!
Yes. Select "Check" as your payment method (you will need to leave the "Create Account" box checked during checkout). After your order has been submitted, call us with your credit card information (or ask us to call you).
We do not sell or share your information with anyone. We will only use the information you give us to complete your order. We will provide your email address to the USPS so that they can send you package tracking information for your order. For your protection, we do not keep your payment information on file.
We accept returns within 30 days for any product that is unopened and in new condition, or anything that is defective. A store credit will be issued for returned items. Store credits are automatically deducted from your order total on your next order. A 15% restocking fee will be applied to non-defective items. If the returned items cause your order to drop below the free shipping level, the appropriate shipping fee will also be deducted. Please contact us prior to the return - sometimes we have the manufacturers send you items directly in the case of defects. Returns without prior authorization or beyond the 30 day time limit will not be honored, and you will be responsible for any postage to send the items back to you. If you want to exchange an item, please place a new order for the desired items once your store credit has been issued.

No, we do not currently accept international orders.

Please note that your country may require that you pay customs duties in order to receive your package. We do not collect these fees, and we have no way of knowing what fees you might need to pay. Please also be aware that your country may require that you have an import license (though we are unaware of a customer ever being affected by this issue for craft items).

All the inks that we carry are acid free (so they are safe for archival projects like scrapbooks).
  • Pigment inks are slow drying, which makes them good for color blending. They are best when used on absorbent papers. They can be cleaned up with water, but the image can be made waterproof and permanent if embossed.
  • Dye inks are fast drying, and can be used on all papers. They cannot be embossed.
We let our newsletter subscribers know whenever a sale starts, and we also send out coupons at least once a month.
When you subscribe, you'll be the first to know when new designs have arrived, and to learn about new products. You'll also know when items go on sale, and we reserve our best coupons for our newsletter subscribers! The newsletter goes out whenever we have something useful to tell you - which seems to be one to three times a month.
You can go here, where you'll see a "Get Coupons" button. Enter your email address just above that, and click the button. You'll receive an email. Click on the link in the email to verify that you really want to subscribe, and you're done!
Just reply to any newsletter email you received, and mention in the subject line "unsubscribe".
Your shopping cart is saved when you log in to your account. When you come back later, simply log in to your account again, and you should see your cart. If you do not see your cart, it may be because you put something else in your cart (a product or a coupon) in the mean time.
Placing an item in your shopping cart does not reserve it for you. Multiple people can place the same item in their cart. The first person to pay for their purchase will receive the item. If we have sold out of an item, it will be removed from your shopping cart.
Once you have logged in to your account, your cart is saved for quite a while (a couple of months). If you come back to our site, and your cart is empty, log back in to your account to reconnect to your shopping cart. If you do not log in, you will no longer see your cart after about 24 hours. Note that items in your cart are not reserved for you - if we sell out of an item, it will be removed from your cart.

Most orders within the USA are sent by First Class or Priority Mail. If your order qualifies for free shipping, it will be sent by First Class Mail. However, ORM-D products (items which are flammable, etc.) must be sent via ground transportation, and will take longer (1-2 weeks).

International orders are sent First-Class International Mail, unless the order is over 4 pounds, at which point it is sent Priority Mail International. Due to repeated issues with Canadian orders, all Canadian orders now go Priority Mail.

Yes. Send us an email indicating what value you want the gift certificate to be. We would also like the contact info of the person it is for, so that we can try to ensure that the person who redeems it is the person it was meant for. If you would like a special message to appear on our site when they click on the gift certificate link, send us that too! Finally, let us know whether you want us to email the gift certificate to the recipient, or if you would like to do that yourself. We will send you a payment link. After we've received payment, we'll send out the gift certificate code. Please note that right now the gift certificate value does not apply toward free shipping (something we will fix in the future), but we can refund shipping charges if free shipping applies.