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Frequently Asked Questions
Table of Contents
1. How can I contact you?
2. Do you have a traditional brick and mortar store?
3. What is your Return Policy?
4. Is your site secure?
5. How much will my shipping charges be?
6. How do I know if my order has been received?
7. When can I expect to receive my order?
8. How can I find the status of my order?
9. What happens if an item I ordered is found to be out of stock?
10. What if I need to make an adjustment to my order?
11. What payment options are available?
12. Do you ship internationally?
13. Do you sell wholesale?
14. The product ordered is defective. What can I do?
How can I contact you?
Scrap-Topia
61056 Honkers Lane
Bend, OR 97702-9098
1-866-576-4933 (Toll-free)
1-541-716-4833 (Local)
Customer Service Email: customerservice@scrap-topia.com
Do you have a traditional brick and mortar store?
Scrap-Topia.com is currently only an internet-based store with warehouse distribution. Although we do not have a traditional brick and mortar store at this time, we hope to have a traditional store established in the near future. Please feel free to share comments with us about your online shopping experiences at our website. We want to make your shopping experience quick, easy and fun!
What is your Return Policy?
We are proud to offer a 45 day 100% Money Back Guarantee. If you are unhappy with any products you receive, you may return them, undamaged, within 45 days of the day we shipped them, and we will gladly
refund your purchase price, less any discounts received at time of purchase. We encourage our customers to examine the contents of the package(s) as soon as the order is delivered to allow plenty of time to take advantage of our 45-day, refund policy. Scrap-Topia.com will be unable to issue any type of refund after the 45-days has expired.
To qualify for the refund, product(s) must arrive at our warehouse within 45 days of the original shipment and in the same condition we shipped it--i.e. unopened, unused, and undamaged merchandise. Please repack the products carefully for the return trip to avoid damage in transit. Products that have be opened, used, or damaged 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 45-day period, please contact our customer service department to make special arrangements.
On occasion, product packaged by the manufacturer may be damaged and not visible to the eye during inspection at the warehouse. In the event you receive a defective product, please contact us immediately, and if the information is not available on the packaging itself, we will direct you on how to contact the manufacturer for a replacement product.
If the return is due to our error, we will 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 to request a return authorization number.
Is your site secure?
Scrap-Topia.com uses industry standard SSL encryption to ensure that your information is kept private. When you enter your credit card information it is transmitted to us in an encrypted or scrambled format which is 100% secure. As your credit card information is not stored in our database, you will need to enter this information each time you check out. For more information, please see our privacy policy.
How much will my shipping charges be?
We offer flat rate shipping based on a sliding scale: Orders up to $25 / $8.95 shipping
Orders up to $50 / $9.95 shipping
Orders up to $75 / $10.95 shipping
Orders over $100 / free shipping
We do not charge any handling fees.
To determine how much your order will cost to ship, simply place the item(s) in your cart, enter your shipping address, and press Continue. Your shipping charges will be calculated before you enter any billing information.
For more information on shipping charges and shipping times, please see our shipping info page.
How do I know if my order was received?
You should receive an email confirmation within minutes of placing your order verifying that we have received your order. If you do not receive it within 24 business hours, please contact us via email for assistance. You will receive an additional email confirmation when your order has shipped, providing tracking information and a listing of all contents shipped.
When can I expect to receive my order?
We make it a priority to package and ship your order within 24-48 hours, excluding Sundays and holidays. You will be notified immediately if there is a delay in processing your order.
We ship via US Postal Service. Estimates of delivery times are as follows: Priority Mail - Contiguous U.S. 2-3 business days; Alaska & Hawaii USPS 5-30 business days.
Orders placed on Friday after 12:00 noon PST will not ship until Monday.
How can I find out the status of my order?
Upon shipment, you will receive an email with information listing the items shipped, as well as a valid tracking number. That number may be used to track your package while in transit. If you need further assistance, please contact us between 8:00 AM-3:30 PM PST M-F. Please have your order number available so that we may be better able to assist you.
What happens if an item I ordered is found to be out of stock?
It is not customary for Scrap-Topia.com to accept back-orders for product. If, due to unforeseen events, an item that is ordered is out of stock when the order is being prepared for shipment, the amount of the item ordered will be refunded back to the credit card used to purchase the order. The deletion will be noted on the packing slip.
What if I need to make an adjustment to my order?
Our customer service department is here to help. They are available M-F 8:00 AM to 3:30 PM PST. After hours, please feel free to contact us via email at customerservice@scrap-topia.com. If your order has not already been shipped, we will be happy to accommodate you. Please be aware that additions may lengthen the processing time. For this reason, we encourage customers who are interested in adding more than a couple of items to please place a separate order.
What payment options are available?
At this time, debit/credit cards are our only method of payment. We accept Visa, MasterCard and Discover.
Do you ship internationally?
At this time, we are unable to accept orders internationally. Any future changes to this policy will be posted here.
Do you sell wholesale?
Scrap-Topia.com does not sell wholesale. We are a retailer and may not offer wholesale pricing. We do offer discounts on clearance items and special monthly promotions posted on our home page.
The product ordered is defective. What can I do?
If your product arrives safely, but has a manufacturing defect, please contact our Customer Service department. Your satisfaction is our goal and we will be happy to assist you. The manufacturer will need to be contacted to replace the item. We will either provide you the contact information or contact them on your behalf, depending on the instructions set by that particular manufacturer for such occurrences. For more detailed inquiries, please refer to our Return Policy.
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