FAQs: Shopping Online @ Scrap-n-Crop.com

..
Every day we get calls about "HOW DO I BUY?"
.
Well, it's pretty simple. Just 'hop' on to Scrap-n-Crop.com {our online store} and get started.
.
Got into a teeny weeny bit of trouble? No worries!
Here's a quick FAQs on shopping online @ Scrap-n-Crop.com ...
.
.

* * * * * * * * * * * * *

.

		SHOPPING 1. What are your hours of operation? Because we are on online store, we are open 24 hours a day, 7 days a week. 2. How do I shop at Scrap-n-Crop? First, you need to be register to be a user on the site. You can register for a user account HERE. Your shopping cart lasts for 90 days. This means, the items you select will stay in your bucket for as long as 90 days even when you logout. After registering, you need to login before shopping. As you go through our products in the shopping section, you'll see Add to Cart buttons for the products in stock. If you do not see the Add to Cart button, the product is most likely out of stock. You can also view more details of the product by clicking on the View buttons. After clicking Add to Cart, the product will then be in your shopping cart, ready to be checked out when you are done with your shopping. When you're all done shopping, click on 'checkout' located at the top right of each screen. If you wish to pay by Paypal, please change the currency denomination (located on the top right hand corner) to a currency Paypal accepts, such as USD or SGD. If you wish to pay via online bank transfers, please select the corresponding currency, such as Malaysian Ringgit for our RHB Bank details or Australian Dollar for our NAB Bank details. On the checkout screen, you can update the addresses and/or quantities of the products in your cart. When you're ready to checkout, just click 'Checkout' at the bottom of the screen. Then proceed to fill/update any details before clicking on Next. On the shipping page, please select your shipping provider. You can use Flat Pack options for Papers and flat items such as rub ons and stickers. Please use Large Parcels for other bulky items. You will find that our shipping rates have been subsidised. If you qualify for our loyalty programme, you will be entitled to free shipping. To find out more on our loyalty programme, please click here. Next, please check your orders and shipping details on the Order Summary page, if you have a discount code to use (which we send via newsletters on any promotions), fill in your discount code here. Otherwise, just click next. Lastly, on the payment page, please fill in your payment details (online transfer, cash deposit or paypal). Finally click on the bottom bar to complete your purchase. You have now completed your purchase and our customer service officer will be in touch with you regarding your order to check for stock availability before emailing you the final invoice for payment. If you have paid by Paypal, we will refund you for items that are not available. 3. I have a problem with my checkout cart / account? What do I do? Please email valerie.gan@gmail.com for assitance. 4. I would prefer to visit your store. Do you have a physical store? We do have customers who prefer to touch and feel the items before purchasing. At the moment visits are by appointments only. Please email valerie.gan@gmail.com for your appointment and location details.
		PAYMENTS 1.What forms of payment do you accept? We accept payments in Malaysian Ringgit, Singapore Dollar and Australian Dollar through bank deposits and Paypal payments for credit cards.We do not accept cheques or money order due to the high number of non-paying orders we receive via this method. Please wait for a confirmation email from us to allow adjustment in your invoice for actual shipping charges as well as making sure items are in stock before you proceed with your payment. 2. I am not able to locate an RHB Bank / National Australia Bank / DBS Bank. How do I make online payments? We accept bank deposits for RHB Bank, DBS Bank and National Australia Bank. These can be done through online 3rd party bank transfers or physical cheque bank ins. Our bank details will be sent to you via the email confirmation you will receive after placing your order. Please email us your bank-in slip or confirmation transfer to expediate your order. Because we are a propriety limited company we do not have online access to our bank account. 3. I prefer to use my credit card. How do I make payment with my credit card? For security , we accept credit card payments via Paypal. Please register at www.paypal.com for an account. Please take note, Paypal does not accept Malaysian Ringgit, so please change your currency denomination to either USD or SGD on the top right hand corner of the page upon check out. 4. My location and currency denomination is not listed on the site. Can I still make purchases? Yes you can, you will just have to pay via Paypal and change the currency denomination to either USD or SGD. Please notify valerie.gan@gmail.com if you fail to see shipping options to your country.
		ORDERING PROCESS 1. How long does it take for my order to be processed? We process your orders within 48 hours of receiving them. As soon as we get your payment confirmation, we ship out your products within 48 hours and send you the shipping information. 2. Why do I have to wait for you to check our orders before we can pay? Because we have walk-in customers and classes where we use the products, on occasions this has not been updated. We therefore advise our customers to wait for the final invoice before paying.
		SHIPPING POLICIES 1. What are your postage rates? We ship our products internationally by airmail using Malaysian Post. We encourage courier shipping for Malaysian orders due to large incidences of lost items. All shipping rates have been subsidised by us for the benefit of our customers. Postage rates are stated in the table below. INTERNATIONAL AIRMAIL SHIPPING RATES(For FLAT PACKED PACKAGES) Weight Zone A Brunei, Cambodia, Indonesia, Laos, Myanmar, Phillipines, Singapore, Thailand, Vietnam (gm) (RM) (AUD) (SGD) (GBP) (EURO) 20 0.90 0.35 0.41 0.14 0.20 50 1.95 0.75 0.89 0.30 0.43 100 3.70 1.42 1.68 0.56 0.82 150 5.45 2.10 2.48 0.83 1.21 200 7.20 2.77 3.27 1.09 1.60 250 8.95 3.44 4.07 1.36 1.99 300 10.70 4.12 4.86 1.62 2.38 350 12.45 4.79 5.66 1.89 2.77 400 14.20 5.46 6.45 2.15 3.16 450 15.95 6.13 7.25 2.42 3.54 500 17.70 6.81 8.05 2.68 3.93 600 21.20 8.15 9.64 3.21 4.71 700 24.70 9.50 11.23 3.74 5.49 800 28.20 10.85 12.82 4.27 6.27 900 31.70 12.19 14.41 4.80 7.04 1000 35.20 13.54 16.00 5.33 7.82 Weight Zone B China, Hong Kong, Macau, India, Korea, Taiwan (gm) (RM) (AUD) (SGD) (GBP) (EURO) 20 0.95 0.37 0.43 0.14 0.21 50 2.00 0.77 0.91 0.30 0.44 100 3.75 1.44 1.70 0.57 0.83 150 5.50 2.12 2.50 0.83 1.22 200 7.25 2.79 3.30 1.10 1.61 250 9.00 3.46 4.09 1.36 2.00 300 10.75 4.13 4.89 1.63 2.39 350 12.50 4.81 5.68 1.89 2.78 400 14.25 5.48 6.48 2.16 3.17 450 16.00 6.15 7.27 2.42 3.56 500 17.75 6.83 8.07 2.69 3.94 600 21.25 8.17 9.66 3.22 4.72 700 24.75 9.52 11.25 3.75 5.50 800 28.25 10.87 12.84 4.28 6.28 900 31.75 12.21 14.43 4.81 7.06 1000 35.25 13.56 16.02 5.34 7.83 Weight Zone C Japan, Australia, New Zealand (gm) (RM) (AUD) (SGD) (GBP) (EURO) 20 1.40 0.54 0.64 0.21 0.31 50 2.45 0.94 1.11 0.37 0.54 100 4.20 1.62 1.91 0.64 0.93 150 5.95 2.29 2.70 0.90 1.32 200 7.70 2.96 3.50 1.17 1.71 250 9.45 3.63 4.30 1.43 2.10 300 11.20 4.31 5.09 1.70 2.49 350 12.95 4.98 5.89 1.96 2.88 400 14.70 5.65 6.68 2.23 3.27 450 16.45 6.33 7.48 2.49 3.66 500 18.20 7.00 8.27 2.76 4.04 600 21.35 8.21 9.70 3.23 4.74 700 25.20 9.69 11.45 3.82 5.60 800 28.70 11.04 13.05 4.35 6.38 900 32.20 12.38 14.64 4.88 7.16 1000 35.70 13.73 16.23 5.41 7.93 Weight Zone D Europe, Middle East (gm) (RM) (AUD) (SGD) (GBP) (EURO) 20 1.50 0.58 0.68 0.23 0.33 50 3.00 1.15 1.36 0.45 0.67 100 5.50 2.12 2.50 0.83 1.22 150 8.00 3.08 3.64 1.21 1.78 200 10.50 4.04 4.77 1.59 2.33 250 13.00 5.00 5.91 1.97 2.89 300 15.50 5.96 7.05 2.35 3.44 350 18.00 6.92 8.18 2.73 4.00 400 20.50 7.88 9.32 3.11 4.56 450 23.00 8.85 10.45 3.48 5.11 500 25.50 9.81 11.59 3.86 5.67 600 30.00 11.54 13.64 4.55 6.67 700 35.50 13.65 16.14 5.38 7.89 800 40.50 15.58 18.41 6.14 9.00 900 45.50 17.50 20.68 6.89 10.11 1000 50.50 19.42 22.95 7.65 11.22 Weight Zone E USA, Canda, Africa (gm) (RM) (AUD) (SGD) (GBP) (EURO) 20 1.80 0.69 0.82 0.27 0.40 50 3.90 1.50 1.77 0.59 0.87 100 7.40 2.85 3.36 1.12 1.64 150 10.90 4.19 4.95 1.65 2.42 200 14.40 5.54 6.55 2.18 3.20 250 17.90 6.88 8.14 2.71 3.98 300 21.40 8.23 9.73 3.24 4.76 350 24.90 9.58 11.32 3.77 5.53 400 28.40 10.92 12.91 4.30 6.31 450 31.90 12.27 14.50 4.83 7.09 500 35.40 13.62 16.09 5.36 7.87 600 41.70 16.04 18.95 6.32 9.27 700 49.40 19.00 22.45 7.48 10.98 800 56.40 21.69 25.64 8.55 12.53 900 63.40 24.38 28.82 9.61 14.09 1000 70.40 27.08 32.00 10.67 15.64 Oversized items will cost higher in postage. FOR LARGE PARCELS Country First 250 gm (RM) (AUD) (SGD) (GBP) (EURO) Australia 29.10 11.19 13.23 4.41 6.47 New Zealand 34.50 13.27 15.68 5.23 7.67 Singapore 16.50 6.35 7.50 2.50 3.67 Hong Kong 24.30 9.35 11.05 3.68 5.40 France 40.00 15.38 18.18 6.06 8.89 Germany 35.80 13.77 16.27 5.42 7.96 Italy 40.00 15.38 18.18 6.06 8.89 Great Britain & Ireland 39.50 15.19 17.95 5.98 8.78 Canada 29.20 11.23 13.27 4.42 6.49 United States 22.80 8.77 10.36 3.45 5.07 Country Every Additional 250 gm Maximum Weight KG (RM) (AUD) (SGD) (GBP) (EURO) Australia 4.10 1.58 1.86 0.62 0.91 20 New Zealand 6.70 2.58 3.05 1.02 1.49 20 Singapore 1.00 0.38 0.45 0.15 0.22 20 Hong Kong 3.00 1.15 1.36 0.45 0.67 20 France 8.20 3.15 3.73 1.24 1.82 20 Germany 7.70 2.96 3.50 1.17 1.71 20 Italy 7.30 2.81 3.32 1.11 1.62 10 Great Britain & Ireland 8.60 3.31 3.91 1.30 1.91 20 Canada 11.20 4.31 5.09 1.70 2.49 20 United States 12.50 4.81 5.68 1.89 2.78 20 2. I prefer to use other shipping arrangements or collect the items personally. If you require special shipping arrangements or would like alternative shipping options, kindly contact us to make the necessary arrangements. 3. How long will it take for my goods to arrive? Please allow up to 24 hours for Malaysian courier deliveries and 2 weeks for international deliveries. We will not be held responsible for packages that are lost, stolen or damaged if they are not registered and insured. Scrap-n-Crop is not responsible for incorrect addresses used when placing your order. If you have inadvertently used an old address or incorrectly entered a number, etc., we will make every effort to assist you where possible. Any additional postage incurred for special arrangements will be billed to you. 4. It has been 2 weeks and I have still not received my order. What can I do? Please email us at valerie.gan@gmail.com. If you have chosen shipping arrangements such as courier or large packages, we will have the tracking no. to check on your purchases.
		RETURN POLICY 1. My items have been wrongly sent. What do I do next? For incorrect orders, you would need to inform us within 48 hours of receiving your order for us to rectify the orders. We will either replace the items or issue a refund if advised within the claim period above. Authorisation for exchange, refund or credit must be made with us via email, prior to you sending back the items. 2. My items are damaged in transit? Can I replace them? We make every effort to ship the items in the safest possible way. If items are damaged we would need you to provide proof of damage. Please return the items in the original packaging. 3. I have made a mistake in my shipping address. Do I get a refund? If you have provided us with the wrong order or with the wrong address, we will not be responsible for losses as a result of this, so please make sure you have thoroughly checked your address and orders before final check out.
		LOYALTY PROGRAMME 1. I intend to purchase an item in huge quantities. Do I qualify for a discount? For regular customers, we do have a loyalty programme. Our loyalty programme is to reward and incentivise our frequent customers. 2. How does your loyalty programme work? You will be notified of your loyalty membership once you qualify. Every purchase you make will entitle you to 1 point. We will track your points which is tabulated half yearly and converted to the Malaysian Ringgit equivalent. You can enquire on your total points by emailing us at valerie.gan@gmail.com. You will also be able to view your running orders from the My Account area. The points reset at 30th June midnight (Malaysian time) and 31st December midnight (Malaysian time). There are two tiers to the loyalty programme. When you reach 600 points ( RM600 or its equivalent ), you will be entitled to free shipping or RM10.00 discount for international shipping. If you subsequently cross the 2000 mark (RM2000 or its equivalent) you will be entitled to 10% off on all subsequent orders until your point resets again. 3. Can I transfer my points to another user? No. 4.Will items on sale qualify for the points? Yes, it will. So stock away when there is a sale! 5. What if I have 1900 points as my total and place a RM200 order? Will I receive the 10% discount? NO. The RM2000 of orders must be crossed with completed orders before the system will recognize your achievement. Subsequent orders will receive the discount.
		WEBSITE CONTENT 1. Why does the product look different online? We source for product images from the distributor or manufacturer of the product. Due to the scanning process and your screen resolution, colours of products may vary slightly from colours on the site. This site is best viewed at a minimum screen resolution of 800x600, using at least 16 bit colour. 2. I would like to use some of your images. Do I need permission? All information including images of products is copyrighted to Scrap-N-Crop or their respective owners. They may not be used or reproduced without written consent. 3. I noticed a mislabelling or mispricing on the product. Am I entitled to the mispriced error? If there are any miscommunications or errors in the website content, Scrap-N-Crop reserves the right to make the final decision.
		BUSINESS POLICY 1. Your pricing is fantastic. Why are you able to price so low? Because we are run by volunteers and family members and located 20 minutes away from the city we are able to save on rental and other fixed expenses. We try our best to keep our prices as low as possible. All prices are subject to change in accordance with current foreign exchange rates and other commercial factors. We work hard to deliver cost competitive products to the customer. 2. Is shipping already included in the listed prices? All prices are indicated in the currency you have selected. Postage and handling cost are not included in the listed prices and will be added to your total order only upon check out. 3. What is your business policy? In line with our work to create awareness of brain injury children, we prefer to work with suppliers who contribute and work for charitable causes. We make every attempt to also hire staff from families with brain injured children. 4. I love your Design Team work and would like to apply for a position. We encourage DT applications worldwide. Kindly email a copy of your work to valerie.gan@gmail.com and list down your involvement in other scrapbook communities and previous DT experiences.
		TECHNICAL PROBLEMS 1. My cart is missing. What do I do? If you're experiencing problems with logging in or adding items to your cart, this is most likely a problem with your cookies. Check in the preferences of your browser to ensure that cookies are not blocked. 2. How do I register? Just go to Memberes Login / My Account and sign up. 3. How do I subscribe for your newsletters? Sign up on the home page of our site. 4. How do I post messages on the forum? Go to our forum and register yourself. From there you are free to post your messages anytime you like. 5. How do I post in the Scrap-n-Crop gallery? To be announced later. 6. Is this site safe and secure? We are currently in the process of signing up a secure server. We do not hold your credit card information on file as these will be held by Paypal. 7. Will my details be shared with others? We do not share your details with any third parties for their marketing purposes. If you believe your details have been accessible by another user, please report this to us immediately. To email another member, you will have to send a private message through our forum.
		ONLINE CLASSES 1. I am interested in your class downloads. How do I go about it? Just as with any other products in store, you will have to sign up and check out the class. Details of the classes can be found on our class section. 2. Are the classes live? Where are they held? The classes are held online at a specified time. They will be held at our forum where a specific thread is created and only paid customers can access the thread. 3. I cannot attend the oline classes at the specified time. Can I still register? Yes you may. Our classes are detailed through either videos or step by step photos. You can access them at your own convenience after the live sessions. 4. Why are your classes so expensive? Our teachers are very experienced and mostly located overseas. When you sign up you will have email access to them. 5. I do not need the kit provided. Will there be any further discounts? We allow customers the option to purchase the class without the kit. There will be a USD5 refund for this option. 6. Do I have to pay shipping for the classes? Yes, if you purchase them with a kit. 7. I do not have the other supplies needed for the class. Can I buy them through your website? Yes, for students who sign up for their classes, we offer a 20% discount for the supplies needed purchased with us.
		OTHER QUESTIONS 1. I am new to scrapbooking. How do I start? For a start, visit our galleries, tips & techniques, forums and blogs for more ideas. You can ask for tips from any of our forum members who will be more than happy to help. 2. How will I get information on news and promotions? You can visit our promotions and offers area for the latest promotions. Please subscribe to our newsletter if you want the latest updates. 3. I notice on your blog that you have events such as crop parties and house sales. Where do I get information on those? Our subscribers will be sent newsletters. Alternatively keep up to date on our blogs and forums. 4. You also hold many challenges on your forum and blogs. Do I have to make purchases to participate? No, these contests and challenges are open to ALL scrappers worldwide. Just register yourself in the appropriate threads.

.
.
.