General Questions

Q. Can I change or modify my order once it is submitted?
A. No.

Q. If I place an order for an item that has recently returned to stock, can it be shipped with a previous order without an additional shipping charge?
A. No, orders are processed in the order in which they are received. All orders are handled independent of one another and are subject to individual shipping charges.

Q. Does Creative Xpress sell wholesale?
A. No. Although we frequently offer selected items at close-out/sale prices, we do not sell wholesale.

Q. Does Creative Xpress have an e-mail newsletter?
A. Yes. Creative Xpress publishes a free, monthly e-mail newsletter that is sent to subscribers using a current e-mail address. The newsletter contains information on new product highlights, current sales and close out promotions, creative tips and monthly contests. Please contact us if you have any suggestions, comments or ideas for the newsletter.

Q. How do I subscribe to the CX e-mail newsletter?
A. Sign up to receive the newsletter at the bottom of any page on our Web site.

Q. How do I unsubscribe from the CX e-mail newsletter?
A. Near the bottom of the CX newsletter you will find an Unsubscribe Link. By clicking on this link you may unsubscribe from the e-mail newsletter.

Q. How long will items I place in my shopping cart remain active?
A. Your basket contents are good for 2 hours from the time you leave the online store.

Q. How do I change my e-mail address for the e-mail newsletter?
A. Unsubscribe your old e-mail address and submit a new subscribe request with your new e-mail address.

Q. How do I receive the Creative Xpress retail catalog?
A. Creative Xpress has discontinued the retail catalog. This will make it possible for us to bring you new products in a more efficient manner.

Bonus Points

Q. What are Bonus Points?
A. Bonus points are issued each time that you place an order and can be redeemed for gift certificates to be used towards future purchases.

Q. How many bonus points do I get with each order?
A. Bonus points are issued based upon your order sub-total prior to shipping and taxes. The amount of bonus points is equal to the sub-total of your order. For example if you spend $5 you will get 5 bonus points. If you spend $25 you will get 25 bonus points and so on and so forth.

Q. Is there any other way to earn bonus points?
A. Yes, we do frequent promotions that will add to your bonus points totals.

Q. When you run a promotion that offers additional points for purchasing specific products do I still get points for my order sub-total?
A. Yes, you will get the points for your order sub-total and the points for the current special offer.

Q. How many points do I have to have to redeem them for a gift certificate?
A. Currently you must have 1000 points in order to redeem them.

Q. How much is each point worth?
A. When you redeem your bonus points, each point is worth one penny. Therefore, 1000 points would convert to a $10 gift certificate.

Q. How do I see how many points I have and how do I redeem them?
A. When you visit the store, and you are logged in to your customer account, you can view your points by clicking on bonuses in the left hand navigation just below the mini cart graphic. This will show you how many points you have, their current value and it will give you the ability to convert to a gift certificate.

Q.I am about to check out but I do not see any bonus points with my order, why not?
A. In order for our shopping cart system to know who you are you must first register or log in. Once you have logged in to your customer account the amount of bonus points that will be awarded with your order will appear on the view cart and checkout screens.

Q. I placed my order but I did not receive my bonus points on my account. What do I do?
A. Please contact customer service by selecting contact us at the bottom of our web site. Be sure to tell us your order number as well as the amount of points that your order invoice said you should have received and we will update your account.

Q. I just placed an order that earned me 2000 points. I would like to redeem my gift certificate and use it to pay for the same order. Is that possible?
A. No. You will not be able to use your gift certificate until you place your next order.

Q. I placed an order yesterday and I forgot to redeem my gift certificate. Can I have my gift certificate applied to yesterdays order?
A. No. We process your order very quickly and we can not make changes to items ordered, shipping methods, or payment methods after the order status has been set to processed.

Q. How do I use my gift certificate to pay for an order?

A. During the checkout process you will see gift certificate as an option for payment. You must select gift certificate as your payment method and input the gift certificate id number in that field. The gift certificate id number is case sensitive and contains 16 alpha-numeric characters.

Q. Can I use my bonus points to send a gift certificate to a friend or family member?

A. Absolutely! Inside the convert points to gift certificate form there is a to and from field. Change the to field to the person you would like the certificate to be sent to. In the e-mail address field put the address of the friend or family member you want the gift certificate e-mailed to.

Back Orders

Q. What if the item I want to order is not in stock?
A. While we do our best to keep all items in stock, occasionally we run short of an item. When an item is out of stock, an “Out of Stock” message will appear and you will not be able to put this item into your shopping cart.

Q. What happens if an item is back ordered or unavailable?
A. We rarely issue back orders. When we do, items valued over $5.00 will be back ordered and automatically shipped when they come back in stock. Items under $5.00 may be canceled at our discretion and a credit will be issued. There is no additional shipping charge for back orders. No back orders on international orders.

Q. If I'm waiting on a back order, can I call and add more products to that order?
A. No. If you want to order more products, you will need to submit a new order.

Q. When can I expect to receive my back order?
A. Usually within one to four weeks. We reserve the right to cancel any outstanding back orders. Back orders over 30 days may be canceled due to lack of availability.

Payment and Discounts

Q. What form of payment do you accept?
A. Visa, MasterCard, Discover, American Express, Check or Money Order.

Q. Do you accept CODs?
A. No. We do not accept CODs.

Q. Does Creative Xpress accept Pay Pal as a form of payment?
A. No, not at this time.

Q. Do you issue rainchecks?
A. No. All sale items are on a first come first serve basis, and are subject to quantity on hand.

Q. If I have a credit on my account, how do I use it on my next order?
A. Please call 1-800-563-8679 and place the order with a customer care representative. Please Note this credit will expire after a 120 days if not used.

Q. My coupon expired! What can I do?
A. Coupons with an expiration date must be redeemed prior to the stated expiration date.

Q. My coupon does not have an expiration date, when does it expire?
A. Coupons without a published expiration date expire 30 days after the date of issue.

Q. Can I use more than one coupon per order?
A. No. One coupon per order and the item must be in stock.

Q. Can I use a discount coupon on gift certificates?
A. No.

Q. Is it safe to use my credit card when shopping with Creative Xpress?
A. Yes. You can be assured of privacy and security when shopping with us. All transactions through our online store are encrypted using an SSL Secure Server certificate.

Return Policy

Q. Can I return and/or exchange merchandise purchased at Creative Xpress?
A. If you are not completely satisfied with your order, we will gladly exchange your merchandise or refund the amount of your order (minus shipping and handling charges) within 30 days of the original purchase date.

Q. Can I return books or software?
A. We're sorry, but books may not be returned, and software may not be returned if it has been opened.

Q. If I have a problem with my order what can I do?
A. Please call 1-800-563-8679 to obtain a Return Merchandise Authorization (RMA) number before returning merchandise. Regular shipping charges apply when exchanging a non-defective product. Returns must be received within 14 days. Any order received after the 14 days or without a RMA number will be subject to a 20% restocking fee. All sales are final on close-out merchandise.

Shipping

We ship all packages using FedEx delivery service. FedEx Ground and FedEx Home Delivery makes deliveries Tuesday through Saturday until 8:00 PM. All International orders are only shipped through FedEx Priority, so we can insure and track your package.

All packages shipping to an APO/FPO address will be shipped using the United States Postal Service. APO/FPO shipping rates apply.

Please allow 7 to 10 days to receive your order. All orders are processed and shipped in the order in which they are received. All orders placed Monday thru Thursday will be sent to our shipping department for processing within that day. All orders placed on Friday, Saturday, Sunday or major U.S. holidays will be held until the next buisness day to begin processing.

Processing your order includes, but is not limited to picking, packing, manafesting, and delivery to FedEx and may take up to 3 days to be completed. While it is not standard practice, we have on occasion held orders that contain items that are not readily available or have gone out of stock. When this happens shipment of your order may be delayed for up to two days. When we can not fill those items your order will be credited and will not be held.

When priority shipping has been selected as your desired shipping method, please be aware that orders are not always fulfilled within the same day the order was placed. While we do give your order first priority in processing, and we try to ship it within 24 hours, it can take up to two days to complete processing and shipment of your order. Priority methods are only a reflection of the speed in which FedEx will handle your package. It does not exempt CX from it's standard processing time. All priority shipping methods selected on orders placed over the weekend or on holidays will not be processed until the following business day.

Changes to your shipping method, after your order has been placed, will be subject to a $5.00 fee and will delay the delivery of your package.

Shipping Rates are based upon the weight (in lbs) or the product that you have purchased and are acuratly reflected in the online cart.


International Shipping

All shipments made outside the U.S. may be subject to import custom charges, duties, fees, and/or taxes which are the sole responsibility of the customer. Please check with your local Customs Office for an estimate of charges on your order. Creative Xpress will charge your credit card for any customs charges billed back. We reserve the right to adjust shipping charges for excessively heavy orders (over 50 lbs.). If the shipping charges must be adjusted, the customer will be contacted.
Hours of Operation

Our hours of operation are Monday thru Friday 8 AM to 6 PM MT. After hours, you may send an inquiry via e-mail, fax or phone message. We will then contact you on the next available business day.

Sales Tax

Creative Xpress now collects sales tax in the following states:

Arkansas 6.00%
Idaho 6.00%
Illinois 6.50%
Michigan 6.00%
Ohio 7.50%
Pennsylvania 6.00%
Texas 8.25%
Utah 6.25%


Note: In the future, we may be required to collect sales tax from other states or change the current sales tax rates. If this happens, we will notify you of these changes.

Price Matching Policy

We know you love a good deal. We are happy to price match with any other mail order catalog or online retailer. Please call us if you would like us to match a price.