Customer Service Issues
For customer service inquires, please write to service@scrapbookgraphics.com. (Please do not telephone.) However, before you do, please have a look over our FAQ below as your question may already be answered here.
Customer Service issues will responded to within 24-48 hours of receipt of the message. Our customer service issues will be attended to during regular business hours, which would be Monday to Friday, 9-5 and we are on EST. Often it is the case that we will in fact be able to respond to you during off hours times, but we do not guarantee this.
If you have sent a message to us for which you have not received a response, it is possible that your ISP filters or personal spam filters are blocking our IP address and therefore our mail, assuming it is spam.
Also, please be sure that you are in fact sending email to service@scrapbookgraphics.com and not some other email address. Sometimes customers will send mail to orders@scrapbookgraphics,com or support@scrapbookgraphics.com and neither of these email accounts are set up to receive customer service inquries. In fact, we may not ever even see this mail unless we intentionally go looking for it.
Store Issues
How do I redeem a coupon code?
When redeeming coupon codes, please make sure you are logged in to the store and have the particular designer’s products for which the coupon corresponds in your cart before submitting the code in the Redeem a Coupon Code box. This box appears in your shopping cart BEFORE you hit the CHECKOUT button. To view a video tutorial on using coupons, click here.
How do I use a gift certificate?
Gift certificates differ from coupon codes and should be submitted after you check out.
Why is my order showing up as “queued?”
If you have paid by PayPal e-check or credit card via PayPal, your order could take 3-6 days to process. It will be designated “queued” in our system. Once the order is processed, you will automatically receive download keys via email.
Why does my order show as “not finished?”
If your order fails to complete via PayPal, you will see a “not finished” indication on this order. No need to contact customer service. You have not been charged for that order. Simply try again, rebuilding your order in your cart and checking out as usual. If you had used a coupon code, however, you will need to contact Customer Service to have a new code re-issued or your “not finished” order removed from our database so that the coupon code will work. Our coupons are generally set up as 1/user, so that is why it will not work again for you.
How do I download my files?
Once your order is processed and we receive payment, you will receive an email with your download links. This email is in addition to your email receipt. In some cases, your download links get lost in cyberspace, or end up in your spam folder. If this happens, you can still retrieve your download links by logging in to your store account and clicking on ORDERS HISTORY, then clicking on SEARCH. A list of all your orders will appear. Click on the order number to view the order and your link to your downloads. If your order status is set to QUEUED instead of PROCESSED, chances are you paid with an eCheck. If you did not pay by eCheck, contact Customer Service so we can activate your links manually.
Once you click on the link to your downloads, (located immediately under the Product Name on the invoice), you will be taken to a page that shows the product image. To the right of the image are your download link(s). (If the image is so large that you cannot see the links to the right of the image, please contact Customer Service so we can fix the problem for you.)
Click on each link to save it to your computer. Some users may find that right-clicking and choosing SAVE LINK AS will work better. Your files will then be downloaded to your computer. Some users with slow or bad internet connections will find that downloading one file at a time, during non-peak hours will make downloading faster and error-free.
Once your files have been saved to your computer you will need to “unzip” them. Most computers can do that by simply double-clicking the file or by right+clicking and choosing UNZIP ARCHIVE. However, some systems will require software to be installed. Programs like WinZip, WinRar, and YemuZip are free and will allow you to unzip your files quickly and easily. We highly recommend unzipping your files immediately to ensure they downloaded properly.
Now that your files are unzipped, you can open them in your favorite image editing program like Photoshop CS, Photoshop Elements, Paint Shop Pro, Creative Memories, Gimp or Pixelmator. If you have any questions, feel free to contact Customer Service for assistance.
Help! I didn’t receive my download links via email?
If you do not receive download keys via email, it’s possible that your ISP or email software’s spam blocker has intercepted our correspondence. It is also possible that we do not have your current or correct email address on file. Before contacting customer service, you can login to the store and check your Orders History (link is in the left-hand menu under Shopping after logging in) to see a list of all your invoices as well.
It looks like my download didn’t complete. What should I do?
If your download fails, please return to the store and login to your Orders History (see image above) to find the invoice so that you can download the item again. Your download keys are good for 250 hours. If they expire, please contact customer service for an extension.
My file is corrupt!
All the files on our server are checked for health before they are allowed into our shopping cart. If you received a file that appears to be corrupt, it has become so in transit. Sometimes brief interruptions of service, or ISP hiccups, can cause file corruptions. The solution is simple. Delete the original file from your computer and re-download. Try downloading only one file at a time. And, if you still have trouble, consider trying a different browser, or a free download manager to assist with the download.
How long can I access my downloads?
All download keys are good for 250 hours. If they expire and you have not had opportunity to download your purchase, please contact customer service (service@scrapbookgraphics.com).
Help! My hard drive failed! I deleted my kits by mistake! The cat ate my files!
If you have lost your files due to hardware failure or other mishap, please contact customer service (service@scrapbookgraphics.com) to reset your download links. We are happy to do this, but please be aware that our policy is to keep customer data for 30 days. Any reset requests after 30 days will be subject to an administration fee. Check with us, but also realize we may not be able to reactivate all of your orders, especially in the case of limited-time offers or products that are no longer in the store. We simply cannot store everything long-term due to storage space limitations. It is your responsibility to back up your files.
I received the message that supplied a download key, but the system failed to find the distribution package. What do I do now?
Please contact customer service (service@scrapbookgraphics.com) right away. This means we forgot to associate the .zip file with the catalogue in the database and need to do this right away so others aren’t in the same boat. Please include your Full Name or User Name as registered at SBG and your Order Number as well as the name of the product that the system failed to find. Thank you.
I received a link to a file with no information in it. What do I do now?
If you receive a link to a product with 0 kb, it is likely that your download is corrupt. Please try again and follow the instructions in the above answer. If you still have trouble, contact customer service (service@scrapbookgraphics.com) so that we can test the file for you. Please include your Full Name or User Name as registered at SBG along with your Order Number and the name of the product.
My Orders History shows purchase dates that don’t make sense to me!
Orders are listed by date-month-year in your history. If an order is marked NOT FINISHED or FAILED, you were not charged for those orders. That means that somewhere along the line, the order hiccuped or you pressed the back button. In most cases, you’ll see a successful PROCESSED order immediately after.
I placed an order, but never received the package.
All of our products are delivered digitally. We do not sell any physical products. We do not ship any physical products, which is why we can offer such reasonable prices. You will receive your download files via email to the address on file for your account at the time of the order. We cannot offer refunds due to the nature of digital downloads.
The amount PayPal charged to my account is more than the amount on my invoice.
According to PayPal, some Mastercard and Visa providers charge a small fee for international orders. Scrapbookgraphics is based in Canada, so your order may have been considered international. Neither Mastercard/Visa nor PayPal disclose this fee in advance. To avoid this fee, you can choose an existing PayPal balance or bank transfer from a verified account.
I purchased the same item twice by accident.
We cannot offer refunds on digital purchases; however if you contact us at customer service, we can offer you a coupon for a replacement product from that designer’s studio.
How do I update the email address on my account?
There are 3 locations that your email address might be stored: The Store, The Newsletter, The Forums/Gallery. Here’s how you can update each of those accounts.
1) IN THE STORE: Log into your account and click MODIFY PROFILE on the bottom left. This will update your email for order notifications.
2) FOR THE NEWSLETTER (THE SKINNY). If you still have your last newsletter, scroll to the bottom and click where it says… “To update your preferences and to unsubscribe visit this link.” It will take you to your newsletter “account” and allow you edit your email address information. If that doesn’t work for any reason, you can click UNSUBSCRIBE at the bottom of the next email and then resubscribe by signing up again.
3) IN THE FORUMS/GALLERY. Your Forum/Gallery account is separate from the store account. Log into your forum/gallery account. Click SETTINGS on the top right. Then under MY ACCOUNT (on the left), click EDIT EMAIL & PASSWORD.
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Gallery Issues
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I am unable to upload a photo to the gallery. What should I do?
You may simply be over our maximum file size limit of 200 kb or the file may be over 600 pixels wide. Sometimes people find that if they wait to add their “description” information until the second screen, that this also helps them overcome uploading issues.
What is Gallery Etiquette?
We are often asked about Gallery Etiquette, and we do believe there are some common courtesies one should extend in the digital scrapbooking galleries in our community. First and foremost is that you may not include links to products that are not sold at Scrapbookgraphics in our galleries. Also, please don’t just drop and dash. Stay behind and leave some love on a few pages you admire. You will undoubtedly receive comments on your pages, but probably more so if you are known as someone that leaves praise as well. We don’t mind the occasional non-SBG layout, but please consider that it actually costs to store your pages on our server and so it would be considered rude to only post your CT layouts for another designer in our gallery and not post some of your SBG layouts here as well. It is inappropriate to be using the Scrapbookgraphics Gallery for the sole purpose of promoting products for non-scrapbookgraphics designers.
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Newsletter
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Once a week we distribute our Scrapbookgraphics Skinny Newsletter by email. You can choose from two different methods to subscribe (or unsubscribe) to our newsletters.
1. Go to the home page and enter your email address in the newsletter sign up section.
2. Go to this link and enter your email address. You can also unsubscribe at any time via this link.
http://shop.scrapbookgraphics.com/newsletter/
You can also always view our current newsletter online.
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Forum Issues
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In order for the Studio Crew and others in our community to communicate with you (ie after challenges to distribute posting bonuses) you need to have your Private Messaging Options in the User CP (control panel) set to enable private messaging, and you need to deselect the option to only receive messages from Buddies and Moderators. Not all of our Studio Crew members are forum moderators.
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Designer Inquiries
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Are your products available for commercial use?
Each designer has their own terms of use. Please contact the designer directly (contact information for each designer is underneath their store banner) to ask permission for commercial use of their products. Be sure to explain exactly what the product will be used for. You may be required to pay a licensing fee before using a product commercially. You can find contact info for each designer on their Gallery Profile. You will also find some products categorized in a Commerical Use section of the shop.
Are you accepting applications for Designers?
We are always interested in seeing the work of exceptional designers. If you think you have what it takes to put your product in the store along side of the talented designers we have there now, by all means, contact us. Please send .jpg previews of your designs by email to maya@scrapbookgraphcis.com. Do not send zips or links to dowload products. If we are interested in your previews we will contact you to arrange for download of full size versions.
New to Digital Scrapbooking |
I am new to digital scrapbooking. How do I get started?
Software
There is a wide variety of software that can be used for digital scrapbooking. These packages range from the very simplistic to professional image/photo editing packages. It is important to realize that some of the very simplistic programs may be easy to use but offer very little in the way of design features or flexibility. Many of the basic programs do not even support .png file format which means that the elements that are available here, and across the industry, are not compatible. For obvious reasons then, we recommend that you choose a program that supports .png files. For the most part, digital scrapbookers use programs such as Photoshop, Photoshop Elements, Paint Shop Pro, Digital Image Pro & Picture It, and PhotoImpact. You might also be interested in GIMP which is a free image manipulation software program.
There are quite a few tutorials in our forums and if you search the web you will find various tutorials available for your software of choice, many that have been designed
specifically for digital scrapbooking. Have fun!
Size
The size at which you create your layouts is totally your choice. Many scrap at 12″ x 12″ but there are quite a few digital scrapbookers who scrap at 8 1/2 x 11 and 8″ x 8″ as well.
Printing
While some scrappers keep their layouts in digital format only, most of us like to print our pages and store them in albums and we encourage you to do so as well.
There are a wide variety of excellent photo quality printers on the market today, including wide format printers that can print your 12 x 12 pages to the edge. Epson Hewlett Packard and Canon are the favorites. Generally speaking it is recommended that you use the paper and ink created by the manufacturer of the printer, to achieve the best results in high quality printing.
Some scrappers prefer to have their layouts printed at a standard photolab and some copy centers are capable of premium quality printing.
One of the most attractive options is to have your layouts printed in a hard cover coffee table book. This procedure can be as simple as uploading your layouts to the printer’s website,
and having the finished album shipped to you. The best service out there for Hardcover books is without a doubt, Shutterfly. Shutterfly has made a point of catering to our digital scrapbooking market, creating allowing us to create 12 x 12 and 8 x 8 books along with the standard 8 1/2 x 11.
