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How do I order a monthly kit?
Kits are posted at 3:00pm EST on the 1st of each month. At that time all kits and add-ons are available for purchase while supplies last. Subscribers to the monthly Scrapbook Kit, Stamp Kit, Planner or Documenter Kit are able to order add-ons 3 hours early at 12:00pm EST on the 1st during Presale. You must be a subscriber to order a monthly kit.
When will my credit/debit card be billed?
Your card will be billed immediately for all first time purchases including the first month of a kit subscription, single-kit purchases, and add-ons. For subscriptions, your card will be billed on the 6th of each month during the term of the subscription. Add-on orders placed between the 1st and 5th of each month will be charged immediately after the order is placed.
How do I update my credit card?
You can update your information through your account preferences. Just click on “update credit card” under your payment method.
What is the return policy?
A complete list of kit contents are included in each item description as well as a photo of each. Content and descriptions for all classes are listed as well. Please review all items carefully before a purchase is made as all sales are final, including orders not yet shipped. All items in your cart are listed for review before purchase. In addition, completed orders are listed on your dashboard. Please review those items, as these terms apply to duplicate items as well.
What happens if an item is missing from my order?
Although we never intend for this to happen, we sometimes make mistakes. If you find yourself in this situation, please open a conversation. If the item is still in stock, we will ship the product in your next month’s kit. If the item is out of stock, a store credit or refund will be issued.
I never received my order. What now?
Domestic packages are deemed "lost" after 30 days from shipment date. Canada and International packages are deemed “lost” after 45 days from shipment date. Singapore and Malaysia have a special exemption of 60 days and Brazil has a 120-day exemption. Packages are not considered "lost" until after the posted date. Please wait until that time to contact us. We will then replace the missing item if it is in stock. If the item is no longer in stock, you will be given a refund in the form of store credit for any lost item.
Can I cancel a subscription?
To cancel a subscription, you must start a conversation with us. Please note that in order to allow adequate time for us to process subscription orders, subscription orders cannot be cancelled from the 1st of the month through the 5th of the month. After your subscription order has shipped, you can contact us and we will process your cancellation.
If you have a month to month subscription and you request to cancel after the 25th of the month, there will be a $15 cancellation fee. For subscriptions with a six month or twelve month commitment, you will be charged 50% of your remaining commitment at the time of cancellation. Six month and twelve month subscriptions will not incur an additional $15 cancellation fee if they are cancelled after the 25th of the month.
What are the benefits of subscribing to the monthly kits?
- Order add-ons 3 hours early during a special presale
- Free domestic shipping for kit orders and orders created between the 1st and the 5th of the month. Free shipping on any orders that total $79 or more ($99 for Canadian subscribers) outside of the bundling period*.
- 10% off online classes
- 10% off digital items
- Special promotions and discounts given periodically
*free shipping does not apply to international orders outside of Canada.
What does month-to-month commitment mean?
Month-to-month commitment means that you are signing up for a recurring monthly subscription. This is a good option for people who might want to try out the kits before agreeing to a longer commitment.
How do I skip my kit?
Select the option “My Orders & Subscriptions”, in the upper right hand corner. Under “My Subscriptions” you will see your active subscriptions and the option to skip to the right. After selecting “skip a month”, you will be directed to more information and the ability to skip the upcoming month’s kit. Month-to-month, 6-month, and 12-month subscribers are all eligible to skip an upcoming month’s kit. If you wish to skip the upcoming month’s kit, skip your kit BEFORE the 1st of the month. If you skip AFTER the 1st of the month, you will be skipping the following month’s kit. Skipping allows you to skip the upcoming kit, one month at a time. You are not able to skip the same subscription two consecutive months in a row, however, there is no limit on the number of times you can skip a month’s kit within your subscription commitment term. Your subscription will automatically resume after the month you skip.
What if I change my mind after I schedule to skip a month?
If you change your mind and want to receive next month’s kit, simply cancel your skip before the 1st of the month! If you cancel your skip after the 1st of the month, you are not eligible for bundling benefits. You are still able to create an additional order; however, we cannot guarantee that your order will be shipped with your monthly kit subscription. Please note, shipping fees will be applied to any additional orders made.
I forgot to skip before the 1st of the month, now what?
If you do not skip before the 1st of the month, you will receive that upcoming month’s kit. No changes can be made after the 1st of the month. Returns and refunds cannot be issued for non skipped month’s.
How can we help you?
Thanks for bringing your questions to us! Please note that we strive to respond to conversations within 48 hours on business days. All conversations are answered in the order in which they are received and editing or updating your conversation will automatically reset your wait time.
Are you already a member? Please sign in to your account before starting a conversation to ensure a speedy reply from our Customer Experience Team!
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