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FAQ's Page

Payment Options   Policies     Shipping Options   Ordering Options

 

I have tax questions.
I have shipping questions.
I do not want to pay with a credit card. What are my options?
I don't want to put my credit card on the internet. What do I do?
How long does it take for my order to ship?
What is your return policy?
Do you share or sell your mailing list?
Is your site secure?
I want samples. Where can I order them?
How do I know if my order went through?
Do you only accept orders via the internet?
Why didn't I get a tracking number?
I got a tracking number via e-mail and don't know what to do with it!
What is the best way to contact you?
Where can I find your company information and address?
Do you sell wholesale?
I made an error on my order and need to change it/I need to change the payment method. Should I start over?
Do you ship to international addresses?
How do I get a shipping price?
My order arrived damaged or did not arrive at all. What do I do?
What art materials can I use to decorate my puzzle?
Do you accept Purchase Orders?
Does my Billing & Shipping address have to match?
Do you have printed catalogs?
Do you have a minimum order?
Still have questions? Please use our Contact Page

 


 

I have tax questions.

The only time we charge tax is to customers who are located in California. If you are in any other state you will not be charged tax. If you are in California and hold a resale license or are tax exempt please contact us and we will set up an account so when your order on-line our cart will waive the tax. All we need from you is a copy of your resale license or tax exempt cert. That can be emailed, faxed or mailed in. Here is a link to our Contact Page.

 

I have shipping questions.

We have a very comprehensive shipping page. It should cover just about any question you have about SHIPPING.

 

I do not want to pay with a credit card. What are my options?

If you do not want to use a credit card you can opt to pay using your checking account (PayPal) or by Check or Money Order.

 

I don't want to put my credit card on the internet. What do I do?

Go ahead and choose Phone in Payment as your payment option (that will allow you to check out without giving a credit card number). Be sure to complete your order all the way to the end and then call in your card number using the phone. Our toll free number is (888) 833-7501.

 

How long does it take for my order to ship?

Orders take between 1 to 2 days to ship. It really depends on the time of year and how busy the warehouse is. If you need an order to ship the same day please call us and see if we can push your order out- no promises! Orders only ship Monday- Friday.

 

What is your return policy?

We have a page that explains our policy concerning returns. Here is a link to that page: RETURNS

 

Do you share or sell your mailing list?

We never have shared our mailing list or any part of our customer data base with anyone. We never will either. Our e-newsletter mailing list is 100% opt-in only. When you place an order with us you have to give us permission to send future emails out to you.

 

Is your site secure?

No the site is not but the shopping carts are. To make it easy and fast to browse our site we have opted not to secure the whole site. However, when you go to check out you will notice that you enter into a secure mode and the lock will display on your browser. Any page that asks you for vital personal information (name, address etc) or credit card information is secure.

 

I want samples. Where can I order them?

We do offer samples on the samples section of the website. However, we do ask that you contact us prior to ordering. Generally a phone call answers any questions you may have about the puzzles. There is no reason to shell out money for a sample if we know they will not work for your application. Contact us here.

 

How do I know if my order went through?

If you receive an e-mail copy of your order right after placing it then your order went through. If you do not receive one within minutes then chances are that it did not go through properly or your confirmation got caught in your SPAM filter. If no email confirmation shows up you might go back to our site and see if you still have items in your shopping cart. Our site will save the contents of a shopping cart for up to two weeks.

 

Do you only accept orders via the internet?

No we can accept orders via the phone, fax, email or mail. The fastest and most accurate way to order is using our shopping cart but if you feel more comfortable with another method feel free to use it. Here is a link to our Ordering Options page.

 

Why didn't I get a tracking number?

We send shipment confirmations with tracking numbers each afternoon/evening. However, many of our customers have SPAM filters and sometimes those e-mail messages get filtered. If you placed an order and got an order confirmation but did not receive a tracking number be sure to check your SPAM filter and if it is not there contact us via e-mail and we will help you locate your box. CPG@pacific.net

Further note- if you did not get an order confirmation it is possible that the order was never placed or checkout was not completed. Be sure to visit the site to make sure your cart is empty.

 

I got a tracking number via e-mail and don't know what to do with it!

The tracking number can be typed into the Track Your Package window on the main page of the UPS.com web site. You can then see the progress that your box is making as it travels from us to you. It can also give you an expected delivery date so you can make sure you are home to receive it.

If your tracking number is for a USPS Priority Mail box then visit www.USPS.com

 

What is the best way to contact you?

The very best way to contact us is via e-mail. We check e-mail every two minutes throughout the day and will answer every message that comes to us. Our address is: CPG@pacific.net

Calling us is not always the fastest way to get a hold of us. We are literally so busy processing orders that we cannot always grab the phone. If you would rather call or do not mind leaving a message for a call back our number is (888) 833-7501. We are open 7 days a week 360 days a year so feel free to contact us anytime. We will return your e-mail or phone messages promptly!

Visit our contact page for all the ways to contact us.

 

Where can I find your company information and address?

We have a web page set up with all our contact information. Here is a link to our: CONTACT US page

 

Do you sell wholesale?

If you have a retail store and want to sell our puzzles we can set you up with a wholesale account. Contact us for details 888-833-7501.

 

I made an error on my order and need to change it/I need to change the payment method. Should I start over?

It is up to you. You can place a new order and request the old one be canceled or you can contact us and we can edit your current order. You can contact us at (888) 833-7501 or CPG@pacific.net

 

Do you ship to international addresses?

Yes we do ship to most countries. There are just a few countries that we will not ship to due to insurance reasons. For all the details on International Shipping please visit our Shipping Page.

 

How do I get a shipping price?

You are going to love this! All you do is put an item in your cart, type in your state and zipcode and hit the button. The updated shipping price will display below your subtotal. No need to checkout to get a price.

 

My order arrived damaged or did not arrive at all. What do I do?

If your order did not arrive when it was supposed to please email us with your order order number and we will look into the situation. CPG@pacific.net

If your box arrived damaged please visit our Returns Page for instructions (bottom of that page).

 

What art materials can I use to decorate my puzzle?

Puzzles can be decorated with just about anything. Marking pens are terrific- both waterbased and permanent will work fine. Waterbased pens will dry a bit slower. You can also use colored pencils, watercolors, acrylic paint, pastels and more. Some mediums you might want to seal so they don't smear. Using a product like Krylon Crystal Clear is fast and easy. Sealing is not necessary unless you are concerned with permanence.

It is also fun to add glitter, embellishments, fibers etc. White glue and paste work well on the surface of the puzzle.

 

Do you accept Purchase Orders?

We do accept some purchase orders. If you want to use a PO please contact our office and receive a verbal OK. Then fax, mail or email your PO to us. We must have it in writing before we fill and ship the order. We will not accept a PO under $50.00. Here is a link to our Contact Page

 

Does my Billing & Shipping address have to match?

We do not care if your billing and shipping address do not match. However, if you are a Paypal user you may find that Paypal does care (it depends on how you have your PP account set up). If you are running into trouble with Paypal you may want to choose the regular checkout button and select another form of payment.

 

Do you have printed catalogs?

We no longer offer printed catalogs. We just have the website now.

 

Do you have an order minimm?

As of November 5th 2014 we no longer have an order minimum. However, we have a $5.00 handling fee for orders under $50.00.  If you only need a few puzzles you might want to visit our non-bulk website at: www.elegantquilling.com/puzzles

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